2021 TICKETING INFORMATION

COVID-19 Ticketing Policy

Information correct as of 11 August 2021.

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

General

Ticketholders agree that they must not attend the performance/event if they are experiencing any COVID-19 Symptoms or are required to self-isolate under the advice issued by the Australian Government Department of Health aimed at reducing the spread of COVID-19. 

We encourage all audience members to download and register their details using the COVIDSafe app. Performance venues may also require you to register your visit using the local government app upon arrival. 

When booking a ticket via The Australian Ballet you must provide:

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

 

Postponed or Rescheduled Performances

If a performance or event is postponed, all ticket holders will be notified via the email address provided on their account and will be offered the following options;

  • Keep hold of your tickets to retain your seats for the rescheduled performance date. We will notify you as soon as possible once the new date has been confirmed  
  • Donate the cost of your ticket back to The Australian Ballet
  • Exchange to another performance of the same production (if available) once the new performance dates have been announced
  • Return the cost of your ticket to be kept as on-account credit to use towards a future purchase with The Australian Ballet 
  • Refund the cost of your ticket to your original payment method

Please 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 payment method used to purchase the tickets unless we are otherwise notified. It is the ticketholder's responsibility to ensure we have been notified of any changes to the original payment method that may prevent or delay their refund from being processed within this time. Tickets purchased using a Gift Card will be refunded as a new Gift Card and cannot be refunded as cash or credit.

 

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

Ticketholders must not attend performances/events if they are:

  • Experiencing any COVID-19 symptoms including fever, cough, sore throat, fatigue, shortness of breath, runny nose, or loss of taste or smell
  • Required to self-isolate under laws aimed at reducing the spread of COVID-19
  • Diagnosed as having COVID-19
  • A known close contact with a confirmed case of COVID-19.
  • Unable to attend due to Government-mandated border closures or travel restrictions. 

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 (excluding Victorian public holidays).

Please note, all change requests must be submitted by the Head Booker or a registered co-subscriber. Ticket changes must be arranged prior to the performance start time. No refunds, credits or exchanges will be offered for missed performances or once the performance has passed. 

Free exchanges are available for subscribers up until 3pm the business day before for Wednesday matinees, weekend and Victorian public holiday performances, and 10am on the day of for all remaining performances or events, subject to availability. Exchange fees may apply for non-subscriber ticket holders.

If you are unable to attend due to COVID-related reasons as outlined above, and a ticket exchange is not suitable you can:

  • Keep the value of your ticket as on-account credit towards a future purchase via The Australia Ballet
  • Return the cost of your ticket as a tax-deductible donation to The Australian Ballet
  • Request a refund to your original payment method

If you develop symptoms after the above cut off times, please contact the venue in which the performance or event is held:

Sydney Opera House

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

Arts Centre Melbourne

  • As soon as possible before the event begins
  • 1300 182 183 or tickets@artscentremelbourne.com.au 

Adelaide Festival Centre 

  • As soon as possible before the event begins
  • 131 246

 

If any of the below applies, you will not be eligible for a refund or credit under our COVID-19 policy

  • 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. 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 or event and subsequently, leave partway 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

You may still exchange or donate your ticket prior to the applicable cut off times. Exchanges are subject to availability and fees may apply to non-subscriber ticket holders. Please note, all ticket changes including exchanges and ticket donations can only be requested by the Head Booker or registered co-subscriber. No refunds, credits or exchanges will be offered for missed performances or once the performance has passed.

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.
     

COVID Safe Ticketing Procedures

In an effort to allow for an effective response to COVID safe Government directives, we have developed the following COVID safe ticketing procedures:

1. From February 2021, physical tickets will no longer be available and instead will be sent by email.

2. If social distancing is required or capacity limits are introduced, ticket holders will be re-seated in the following order;

  • Principal Package Holders
  • Create Your Own Package Holders
  • Single Ticket Buyers

3. Information regarding any ticket changes, including replacement tickets if required, will be sent to the Head Booker's email address provided at the time of purchase.

4. If seating changes are required to accommodate social distancing, the following policies will apply;

  • If a seating downgrade is required, the difference between the ticket costs will be refunded to the payment method 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 seated together. Tickets purchased separately will be seated in line with our reallocation procedure in point 2. above. Individual seating requests can not be accommodated.
  • Accessibility needs will be accommodated where possible. Please indicate accessibility requirements at the time of booking your tickets.

 

Performance and Event Cancellations

If a performance or event is cancelled due to Government directives, the Head Booker will be notified via the email address on their account and will be offered the following options;

  • 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 on-account credit to use towards a future purchase with The Australian Ballet 
  • Refund the cost of your ticket to your original payment method

Please 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 payment method used to purchase the tickets unless we are otherwise notified. It is the ticketholder's responsibility to ensure we have been notified of any changes to the original payment method that may prevent or delay their refund from being processed within this time. Tickets purchased using a Gift Card will be refunded as a new Gift Card and cannot be refunded as cash or credit.

  • 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 as soon as possible following a Government directive. See our COVID Safe Ticketing Procedures above for further information.

     

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

    Seating changes required for social distancing or capacity limits will be processed on a ballet-by-ballet basis and will not impact your ongoing renewable season package seating. 

     

    What if Government-mandated travel restrictions prevent me from attending the ballet?

    If Government-mandated border closures or travel restrictions prevent you from attending the ballet, and you have notified us within the required timeframes prior to the performance, you may;

    • Return the value of your ticket as a tax-deductible donation to The Australian Ballet
    • Exchange your ticket to another performance of the same production, subject to availability and any applicable exchange fees.
    • Receive an on-account credit for the value of your tickets to be used towards a future purchase from The Australian Ballet
    • Receive a refund to your original payment method

    Exchanges and other ticket change requests are available up until 3pm the business day before for Wednesday matinee, weekend and Victorian public holiday performances, and 10am the day of for all remaining performances, subject to availability. Exchange fees may apply for non-subscriber ticket holders.

     

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

    Ticketholders must not attend a performance/event if they are;

    • Experiencing any COVID-19 symptoms including fever, cough, sore throat, fatigue, shortness of breath, runny nose, or loss of taste or smell
    • Required to self-isolate under laws aimed at reducing the spread of COVID-19
    • Diagnosed as having COVID-19
    • A known close contact with a confirmed case of COVID-19
    • Unable to attend due to Government-mandated border closures or travel restrictions

    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 (excluding Victorian public holidays).

    Please view the Ticket exchanges, donations, credits and refunds for COVID-related illness section above for all available ticket change options. 

     

    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) and updated our ticketing policies. Each venue we are performing in has also developed its own COVID safe guidelines and procedures. Further information applicable to each venue is available below.

    Sydney Opera House

    Arts Centre Melbourne

    Adelaide Festival Centre 

     

    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.

     

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

    Yes, companion cardholders 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 our audiences, orchestra, dancers, and crew. Our dancers and staff are working under strict guidelines that ensure we present ballets in a COVID safe way, while still permitting partnering and close contact on stage.

     

    What if I am sick on the day of my Studios class?

    Ticketholders must not attend Studio Classes if you are;

    • 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
    • A known close contact with a confirmed case of COVID-19
    • Unable to attend due to Government-mandated border closures or travel restrictions

    If these apply to you or any member of your booking party, please notify our customer experience team on 1300 369 741, available Monday to Friday, 9am to 5pm AEST (excluding Victorian public holidays). 

    If you are unable to attend a class due to a COVID-19 related reason (detailed above), you can reschedule up until 5pm the business day before for Saturday and Victorian public holiday classes, and 2pm the day of for all weekday classes. This is subject to availability and strictly within the same series as your booking.

    If rescheduling your class is not suitable or applicable you can keep the value of the missed class as on-account credit to use towards any future purchases made through The Australian Ballet. You can also donate the cost of your class to The Australian Ballet or request a refund to your original payment method. 

    Please contact our customer experience team on 1300 369 741 if you develop symptoms after these times.

  • 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.

    Sydney Opera House

    Arts Centre Melbourne

    Adelaide Festival Centre

     

    The Primrose Potter Australian Ballet Centre