2021 TICKETING INFORMATION

COVID-19 Ticketing Policy

Information correct as at 13 November, 2020.

In addition to the standard ticketing terms and conditions outlined on our policies page, as well as the venue’s terms and conditions in which the performance or event is held, the following policies apply when purchasing a ticket via The Australian Ballet’s website and/or attending a performance.
   

General

All ticketholders agree to only attend the performance if they are in good health. We encourage all audience members to download and register their details using the COVIDSafe app.

The minimum information required when booking a ticket via The Australian Ballet:

  • Full name
  • Address
  • Email address and/or phone number

Ticket exchanges, donations, credits and refunds for COVID related illness

If any of the following apply to you or any member of your booking party, you or they must not attend the venue.

  • Required to self-isolate under laws aimed at reducing the spread of COVID-19
  • Diagnosed as having COVID-19
  • Experiencing any COVID-19 symptoms including fever, cough, sore throat, fatigue, shortness of breath, runny nose, or loss of taste or smell
  • You or a member of your household has been in close contact with a confirmed case of COVID-19

If these apply to you or any member of your booking party, please contact us to arrange your preferred changes to the ticket. You can contact our customer experience team on 1300 369 741 Monday to Friday, 9am to 5pm (AEST).

Free exchanges are available for subscribers up until 3pm the business day before for weekend and Wednesday matinee performances and 10am the day of for all remaining performances, subject to availability. If an exchange is not suitable you can keep the value of your ticket on account to use as a credit towards a ticket to a future performance. You can also donate the cost of your ticket to The Australian Ballet or request a refund if unable to attend due to COVID related illness.

If Government mandated border closures mean that you cannot attend the performance, you will also be entitled to the above options.

Please contact the venue in which the performance is held if you develop symptoms after these times.

Sydney Opera House

  • No later than two hours before the event begins
  • 02 9250 7777 or bookings@sydneyoperahouse.com.au

Arts Centre Melbourne

  • 1300 182 183

If any of the below applies, you will not be subject to an exchange or credit under our COVID-19 policy. You may still donate your ticket prior to the applicable cut off times. Speak to the Head Booker if you did not purchase the ticket yourself.

  • You are well and do not wish to attend an event due to fears of exposure to COVID-19; or
  • You are unwell and do not attend an event (other than due to COVID-19 illness or symptoms); or
  • You are a ticket holder from a group at a higher risk of COVID-19; or
  • You are denied entry into the event for reasons which were disclosed to the ticket holder in the ticket terms and conditions at the time of sale. For example, these reasons may include (but not be limited to) non-compliance with mandatory mask wearing or unwillingness to provide personal contact information when requested; or
  • You attend the performance and subsequently leave part way through due to feeling unwell
  • If you purchased via a third party seller and did not attend the event because of any of the above

If you suspect infection after attending any event please contact the DHHS Coronavirus 24 hour hotline (1800 675 398) followed by The Australian Ballet (1300 369 741, Monday Friday, 9am – 5pm AEST excluding Victorian public holidays) as soon as possible.
     

2021 COVID safe ticketing procedures

In an effort to allow for an effective response to COVID safe Government directives we have developed the following ticket procedures.

  • From 2021 physical tickets will not be sent via mail. E-tickets will be sent from February 2021
  • No additional tickets will be available during the season package sales period
  • 8 weeks before the opening night of each production one of the following strategies will be actioned based on government directives
    1. Socially Distanced Performance Plan
    2. Business As Usual Performance Plan

1. Socially Distanced Performance Plan

  • All performances to be re-seated based on the government directed social distancing requirements
  • Exchanges will only be available once seating reallocation is completed and if there is seating capacity available
  • Single and additional tickets will only be available for purchase if there is seating capacity available
  • Information will be sent to subscribers informing them about the activation of the socially distanced performance plan including ticketing options and timeframes of when they will be receiving their new seat information
  • Per performance, the below re-seating priority applies.
    • Principal package holders
    • Create Your Own package holders
  • If a seating downgrade is required, the difference between the ticket costs will be refunded to the credit card used for the original purchase
  • If a seating upgrade is required, the additional cost will not be charged
  • Where possible, tickets within the same booking will be allocated together. Tickets purchased separately will be allocated in line with our reallocation procedure. Individual relocation requests can not be accommodated.
  • Accessibility needs will be accommodated where possible. Please indicate accessibility requirements at the time of booking your tickets.
  • Following the re-seating, subscribers will receive their new e-tickets
  • Venues will provide additional pre-performance information

2. Business As Usual Performance Plan

  • Additional tickets will be available to purchase online and over the phone including a one-week subscriber presale, subject to availability
  • Ticket exchanges available online and over the phone, including a one-week exclusive subscriber exchange period, subject to availability
  • Single tickets will be available to purchase following the exclusive subscriber presale period. Onsale dates will be announced in early 2021. Sync your calendar to the first to know when we go on sale.

 

   

Venue Information

In addition to our terms and conditions, each venue’s conditions of entry and COVID policies apply. Refer to the below for additional information.

Please refer to our Safety at the Venue page for further information.

Performance Cancellations

If an event is cancelled due to government directives, the Head Booker will be offered the following options for the tickets via email.

  • Donate the cost of your ticket back to The Australian Ballet
  • Exchange to another performance of the same production (if available)
  • Return the cost of your ticket to be kept as a credit to use towards a future Australian Ballet performance
  • Refund the cost of your ticket

You can ensure your contact details are up to date through the My Account section of our website or by contacting the customer experience team on 1300 369 741 Monday – Friday 9am – 5pm AEST (excluding Victorian public holidays).

Refunds will be attempted within 14 business days of the request to the original credit card used to purchase the tickets unless we are otherwise notified.
       

FAQs

Will I be able to retain my Principal Package seating?

Your 2021 season package seating will be available to renew in a standard theatre setting. If social distancing is required based on Government directives your seats will be subject to change. You will be notified of this at least 8 weeks prior to the first performance of the production, or as soon as possible following a Government directive. See our Socially Distanced Performance Plan above for further information.

If my seats need to change due to social distancing, will I still keep my seat for future seasons?

Your original 2021 package seats will be available for renewal from 2022 onwards. Any upgrade or change requests will be assessed prior to this renewal period.

What if government advised travel restrictions prevent me from attending the ballet?

If border closures prevent you from attending the ballet, and you have notified us within the required timeframes prior to the performance, we will offer you the value of your ticket as a credit towards a future performance. You may also donate the value of your ticket back to The Australian Ballet.

Exchanges are available up until 3pm the business day before for weekend and Wednesday matinee performances and 10am the day of for all remaining performances, subject to availability.

What if I am sick on the day of the performance?

If any of the following apply to you or any member of your booking party, you or they must not attend the venue.

  • Required to self-isolate under laws aimed at reducing the spread of COVID-19
  • Diagnosed as having COVID-19
  • Experiencing any COVID-19 symptoms including fever, cough, sore throat, fatigue, shortness of breath, runny nose, or loss of taste or smell
  • You or a member of your household has been in close contact with a confirmed case of COVID-19

If these apply to you or any member of your booking party, please contact us to arrange your preferred changes to the ticket. You can contact our customer experience team on 1300 369 741 Monday to Friday, 9am to 5pm (AEST).

Free exchanges are available for subscribers up until 3pm the business day before for weekend and Wednesday matinee performances and 10am the day of for all remaining performances, subject to availability. If an exchange is not suitable you can keep the value of your ticket on account to use as a credit towards a ticket to a future performance. You can also donate the cost of your ticket to The Australian Ballet or request a refund.

Please contact the venue in which the performance is held if you develop symptoms after these times.

What is being done to keep audiences safe?

In an effort to allow for an effective response to COVID safe Government directives we have developed 2021 COVID safe ticketing procedures (see above) as well as updated our policies. Each venue we are performing in has also developed their own COVID safe guidelines and procedures. Further information applicable to each venue is available below.

Sydney Opera House

Please visit Sydney Opera House for further information on how to keep safe in their venue and view updated Terms and Conditions of entry.

Arts Centre Melbourne

Please visit Arts Centre Melbourne for further information on how to keep safe in their venue and view updated Terms and Conditions of entry.

What happened to my tickets for the cancelled 2020 productions?

  • If you selected to receive a credit you will be able to see the value in the My Account section of our website, and your Booking Guide if received.
  • If you selected to donate your tickets, you can see your receipts in the My Account section of our website. If you require further clarification regarding your tickets for the cancelled 2020 Season please contact our customer experience team.

If social distancing is in place can I continue to sit with my group?

Social distancing will be dependent on Government directives. We cannot accommodate requests to seat separate booking groups together.

Why am I unable to add additional tickets?

Due to possible theatre capacity limitations additional tickets cannot be purchased with your season package at this time. If capacity permits, additional tickets will be released via a subscriber presale at least eight weeks prior to each opening night.

I am a companion card holder who attends with a companion, will we be able to sit together if distancing is in place?

Yes, companion card holders and companions will be seated together if social distancing is in place.

Will the dancers be required to distance on stage?

We’re working hard with health advisors and government authorities to make sure our performances are safe for audiences, orchestras, dancers, and crew. Our dancers and staff are working under strict guidelines that ensure we present next year’s ballets in a COViD safe way, while still permitting partnering and close contact on stage.