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 bags 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.
The Corporation of Massey Hall and 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 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 and TD Musi Hall are only available for people with accessible needs. Please visit our accessibility page. for more information.
What time will you open?
Doors normally open 60 mins prior to an event with some exceptions. Please contact the box office for more information
How do I get there?
You can find directions for both public transport and driving as well as parking information for each venue below:
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?
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, Massey Hall or TD Music 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?
All patrons, including babes in arms must have a ticket for entry.
For some performances, children under 2 may enter without paid admission, when accompanied by an adult with paid admission - subject to venue capacity. Please see door staff for a babe in arms pass. Children under 2 must remain seated in the lap of an accompanying adult and may not occupy another seat.
Not all performances are suitable for young children and for some performances 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.
The ticketing requirements for children can vary by event. For the specific policy relating to your event Please check with Box Office Customer Service Representatives prior to purchasing your tickets by calling 416-872-4255 or emailing firstname.lastname@example.org. For policies regarding children at TSO concerts please see tso.ca or email: email@example.com.
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.
Plan your visit
Plan your visit to Roy Thomson Hall