Frequently Asked Questions
On this page you will find answers to some commonly answered questions. If you require any further information, please contact our box office.
You can also read our full list of our terms and conditions.
Purchasing your Tickets
This website is the Official Ticket Outlet for The Corporation of Massey Hall and Roy Thomson Hall.
When you Buy from this Website
- You are guaranteed that your tickets are genuine
- We will contact you with information on time changes, show cancellations or other useful information
Tickets for Some Events will also be Available from:
- The Toronto Symphony Orchestra
- The Harbourfront Centre+
- Artist presales
- Directly from the event promoter
+Only for events taking place at the venue.
Tickets purchased from unauthorized third parties may not be valid and unusable for admittance, and we cannot replace lost or stolen third-party tickets. Tickets purchased from third parties may be priced much higher than the ticket’s actual face value, and we will be unable to contact holders of such tickets about program changes or cancellations.
If you are unsure if you are buying from an unauthorized source please call or email us to confirm before you purchase.
Why are there service charges?
While your ticket prices go towards what you see on stage, service charges cover the various operating costs involved in selling tickets.
Why do service charges vary?
We work with many different clients who present at our venues. Each will have their own specific requirements, both to how the venue is set-up and also for how tickets are sold. In the same way that ticket prices vary, service charges will also fluctuate based on the requirements of the event.
If I can’t use my ticket can I get a refund?
When booking for a show, you now have the option to add refund protection to your tickets via a 3rd Party provider, Booking Protect.
Simply click to add Booking Protect to your basket when you are booking tickets.
To find out more about Booking Protect and when they will issue a full refund click here.
If you have not purchased Booking Protect, refunds will not be offered, except in the event of a cancelled performance.
What happens if my event is postponed or cancelled?
If your event is postponed, we will contact you to let you know all your available options as soon as possible.
If your event is cancelled, your order will be refunded un full to the original payment method^ or to an account credit.
^Cash refunds are currently not available. If you paid with cash we will contact you to let you know your refund options.
How and when will I receive my tickets?
All ticket delivery will be delayed.
Currently tickets are only available using Print at Home/Mobile Deliver. We will email the tickets to you and you can then either print them in advance or display them on your mobile phone when you arrive at the venue.
Tip: You will receive two emails. One will be a confirmation email, the other will have the tickets attached as a PDF. Occasionally these can be redirected to your junk or spam folder.
Getting Your Tickets
Can I transfer my tickets to someone?
If you need to transfer your tickets to someone else, please email firstname.lastname@example.org with your order details and the contact information of the person to whom you are transferring the tickets.
Please note some events may have restrictions on ticket transfers.
Will tickets be available at the venue on night of show?
If an event is not sold out, tickets will be available for purchase at the box office. Please note, for the safety for all, we will not be accepting any cash transactions.
My friend has our tickets on their mobile device, but I am planning to arrive later. Will they be able to collect me at our designated entrance?
All parties should plan to enter together or make plans to share individual tickets in advance. For more information, contact our box office.
Where can I pick up my tickets on the day of the event?
On the day of your event you can collect your tickets at the venue box office. To avoid line-ups it’s best to arrive no later than 30 minutes prior to your event. For venues other than Massey Hall and Roy Thomson Hall tickets will only be available two hours prior to the performance.
Can I pick up my tickets before the day of the event?
In most cases tickets for all of our venues will be available for collection at the Roy Thomson Hall box office before the day of the events.
What if I lose my tickets?
If you have lost your tickets contact us by email email@example.com or call us at (416) 872 4255. We will be able to arrange replacement tickets which you can pick-up on the day of your performance at the venue.
For concerts when payment plans are made available
Your ticket(s) will be issued when the final installment has been paid. No refunds will be issued on partially paid orders.
At Your Event
Are bags / backpacks allowed?
Any purses or briefcases that are larger than 14” X 14” X 6” and ALL backpacks will not be allowed into the venue.
Permitted bags should be soft sided and able to fit completely under the venue seats.
Roy Thomson Hall is committed to the safety and well-being of all guests and patrons, and strives to provide a safe, comfortable and enjoyable concert experience. All patrons entering Roy Thomson Hall will be subject to a bag search. This includes all handbags, purses and backpacks.
Will the elevators be in use?
Elevators at the Allied Music Centre including Massey Hall are only available for people with accessible needs. Please visit our accessibility page. for more information.
What time will you open?
Opening times vary. Please refer to your ticket for door time.
Respecting social distancing protocols, we kindly ask that you do not arrive earlier than scheduled time. All entry points will have designated lines, physically distanced.
How do I get there?
You can find directions for both public transport and driving as well as parking information for each venue below:
- Massey Hall
- Roy Thomson Hall
What if I am late?
If you are a late or leave the auditorium during the performance, you will only be seated if there is an appropriate break in the performance, as determined by the artist.
What happens if I have to leave the auditorium during the show?
Just as with late calls, the re-seating policy will be set by the performer. Please check with staff for the policy for your performance.
What is your re-entry policy? <br /> Please follow the directions of staff and exit the building via the same gate you entered. Re-entry will be permitted, with valid ticket. Can I take photos?
The Camera Policy will vary depending on the presenter/artists requests. Professional Cameras (cameras with a detachable lens) are strictly prohibited inside the auditorium. If you would like information about a specific event, please contact the Box Office.
Is there a Dress Code?
There is no dress code for concerts at Roy Thomson Hall or Massey Hall. Most patrons wear business clothes or casual clothes, but you'll see everything from jeans and khakis to cocktail dresses and tuxedos.
Can I bring children?
Not all performances are suitable for young children. Babes-in-arms and children under 5 may not be admitted, based on the wishes of the performer and/or the nature of the performance. Please check with Box Office Customer Service Representatives prior to purchasing your tickets.
Can I bring my pet?
Pets are not permitted, excepting animals trained to provide specific support for a person with a disability. For more info, please see our Accessibility page. What is your policy on alcoholic beverages?
Read our policy here.
If you are interested in a tour of Massey Hall or Roy Thomson Hall please contact firstname.lastname@example.org for information.
Are there specific terms and conditions in place due to COVID?
While connecting audiences and artists is what drives us, the health and safety of every fan, every musician, and every member of our team is profoundly our priority.
We will continue to follow the advice and guidance of our public health experts and review all safety measures at the venue.
We will communicate all health and safety requirements with ticket holders prior to your event.
We also ask ticket buyers to agree to following liability waiver:
Exclusion of Liability
Attending any public space, such as Massey Hall and Roy Thomson Hall, involves some risk of exposure to the coronavirus (COVID-19). We require everyone attending Allied Music Centre (including Massey Hall) or Roy Thomson Hall to follow our health & safety guidelines. Prior to entering the premises of Massey Hall or Roy Thomson Hall, you accept, agree, and acknowledge that you have had an opportunity to consult a medical advisor and seek independent legal advice about the risks outlined here. By attending Massey Hall or Roy Thomson Hall you are voluntarily assuming any potential risk related to exposure to COVID-19 and agree, accept, and acknowledge that the Corporation of Massey Hall and Roy Thomson Hall (and any of its employees, directors, and officers) cannot in any way be held liable if you do develop COVID-19. If you do develop COVID-19, you agree, accept, and acknowledge that you will not commence any litigation proceeding against the Corporation of Massey Hall and Roy Thomson Hall (or its employees, directors, and officers) seeking damages or any other relief.