FAQ and Policies

Frequently Asked Questions


Why can’t I find an event on your website which I know is coming to Centrepointe Theatres?

Rental clients (presenters) put on the majority of events taking place at the theatres. Their events are constantly being added to the web site, but only after the contracting processes are completed. They may occasionally publicize a show elsewhere before this process is complete, which is why you may have heard about it somewhere else first. Please continue to check the Event Listings  on our website on a regular basis.

What is the on sale date for the event I’m interested in?

On sale dates are normally indicated within the event listing. Click on the name of the event for this information. Tickets generally go on-sale at 10:00AM on our website and over the phone and at 5:00PM in person at the Box Office. However, individual show producers may request different on-sale times to coordinate with national tours. Please check the Event Listings for details.

Does my child need a ticket? Can (s)he sit on my lap?

All patrons entering the theatre must have a ticket. At shows designated for children 6 years old or younger, a complimentary ticket is available for babes-in-arms. Babes-in-arms are children 12 months of age or younger. Please note: the baby will not have a seat and must be held on the parent / guardian’s lap.Parents/guardians must pick up these tickets in person from the Box Office on the day of the show only.

For all other shows, tickets must be purchased for all patrons in attendance, regardless of age. Children whose behaviour is hampering the enjoyment of the show by surrounding patrons may be asked, with their parents/guardians, to leave the theatre.

Are there discounts for children, infants, seniors, students or groups?
The presenting company (rental client) sets the ticket prices. These types of discounts are frequently available. See individual Event Listings.

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Is Centrepointe Theatres equipped for special needs?

Yes, wheelchair spaces and adjacent companion seats, as well as special seating for patrons with visual, auditory or mobility impairments are available in the orchestra level of the Main Stage, as well as in both the gallery and orchestra levels in the Studio Theatre. Both theatres are also equipped with an infrared audio receiver system to assist patrons with hearing impairments.

All washrooms are accessible and the theatres’ parking lots offer ample designated parking close to the entrances. Exterior doors are equipped with automated openers. Upon arrival and request, our staff will happily assist patrons with special needs.

Is there a discount for student tickets?

When Centrepointe Theatres is the presenter, Student Rush (Eye-go) tickets are frequently available. Student Rush tickets are available for any secondary school student who holds a valid student ID card. Please note that these tickets will only be issued to the student ID card-holder.

Other presenters may offer limited same-day “rush seating” as a special promotion. Generally speaking, however, they are not available. If they are not specifically advertised, you may assume that there are none.

How do I get to Centrepointe Theatres? Where can I park my car? Does the bus go to the theatre?

All of this information is available on our web site. Click here for maps, directions and public transit information.

Can I be put on a mailing list to be notified of upcoming events and special offers?

Yes, you can! Click here to e-subscribe to our quarterly newsletter.

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Accessibility Services

Accessibility Services Tickets

Centrepointe Theatres provide accommodations and sells tickets to individuals with special requests through our call centre. You can reach us at 613-580-2700.

Service Animals

Centrepointe Theatres does allow all service animals into the auditoriums. When purchasing your tickets, please let our customer service agents know of any special requests required to ensure you and your service animal are seated in an accessible area.

Companion Tickets

At a minimum, and based upon availability, you can purchase tickets for yourself and one guest to sit next to you. If required, you may also purchase tickets, based upon availability, for additional guests in close proximity to our accessibility seating sections.

Elevators

Currently there is not an elevator to Centrepointe Theatres’ Main Stage balcony level. There is a lift to the lower level seating area in the orchestra for patrons with mobility impairments who can transfer to a stationary theatre seat. The Studio Theatre is equipped with a self-service elevator that can transport patrons to and from the lower lobby level.

Hearing Assistance

Hearing assistants are available to patrons with a hearing disability. They are free of charge; however, we do require a security deposit in the form of the patron’s driver license, a major credit card or car keys to ensure the safe return of the device.

The audio system at Centrepointe Theatres is an infrared audio receiver that requires the use of a handset and headset. Both are available either from the Coat Check located next to the Studio Theatre, or from the House Manager. Patrons can borrow a set of the Theatres’ headphones free of charge, purchase a set from the Theatres’ staff, or use their own standard pin headset. The Patron’s identification is left in a sealed envelope in a secured location during the event.

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Seat Relocation

If you are a wheelchair user and obtain non-accessible tickets, please call our customer service agents at 613-580-2700 in order to be relocated, whenever possible, to a designated wheelchair location. We always encourage patrons to notify our staff of any special seating requirements when purchasing tickets so that we may better assist you.

Temporary Disabilities

If you have a temporary disability/injury and you have already purchased tickets to an event, please call our customer service agents at 613-580-2700 and, if possible, we will make the necessary arrangements for you to attend the event in a comfortable and enjoyable manner. When calling, please have the event, date, section, row, and seat available.

Wheelchairs

For individuals who have limited mobility, we have a wheelchair available to transport patrons from either Theatres’ lobby to your seats. Upon arriving at the venue, please ask a staff member or usher for assistance. Please be aware that this wheelchair is intended for transportation only, and cannot be used for the duration of the performance. Additionally, our staff cannot stay with or be responsible for the patron using the wheelchair during the event.

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Facility Services
 

Bank Machine

For your convenience, there is a bank machine available in our lobby. If you experience any issues/difficulties, please contact the number listed on the machine.

Baby Change Facilities

The Theatres do have baby-changing tables in most of our washrooms.

Booster Seats

Booster seats are available for use by both adults and children for every performance. Please ask Theatre staff for one if they are not already available in the Theatres’ lobbies.

Coat Check

For most events, coat check services are available for a nominal charge. Please note that service availability is always dependent on the weather. Centrepointe Theatres are not responsible for lost or stolen items.

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Concessions

At most events in the Main Stage, patrons can purchase beer, wine, coolers, pop, juices and bottled water from our bar.  Additionally, all beverages are now permitted inside Centrepointe Theatres’ Main Stage auditorium. Snacks are available for purchase from our vending machines; however, we ask patrons to consume their food in the lobby only.

Lost and Found

To inquire about the possible recovery of a lost item, please contact our administration line at 613 580-2701. If you have lost an item while at an event, please speak to any theatre staff member for assistance.

Parking

Please click here to see our parking map.

Security

Centrepointe Theatres is committed to providing a safe and enjoyable atmosphere. Any guest in need of assistance during an event should seek a theatre staff member or stop by the Box Office.

Strollers

While Centrepointe Theatres does not provide a stroller check, we will always try to make accommodations for patrons with strollers. Please ask any of theatre ushers for assistance. Please note that Centrepointe Theatres is not responsible for any damaged, lost or stolen strollers as well as other items within the stroller.

Walkers

While Centrepointe Theatres does not provide a walker check, we will always try to make accommodations for patrons with walkers. Please ask any of our theatre ushers for assistance. Please note that Centrepointe Theatres is not responsible for any damaged, lost or stolen walkers as well as other items within the walker. 

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Ticket Services
 

Ticket Refunds

Tickets for events at the theatre are sold on a non-refundable and non-exchangeable basis..

Lost Tickets

If your tickets have been lost or stolen before the event takes place, please contact our customer service agents at 613 580-2700 for further assistance.

Seating Capacity

The Centrepointe Theatres’ Main Stage has an approximate capacity of 954. The Studio Theatre has an approximate capacity of 199.

Where to Sit?

Follow these links to view the Centrepointe Theatres seating maps.

Centrepointe Theatres Main Stage

Centrepointe Theatres Studio Stage

Will Call Ticket Pick-up

Tickets that have already been purchased and will be picked up are available at “Will Call”, located at the Box Office.

If you are picking up tickets at the box office, please bring valid photo ID and your confirmation number. Please be aware that the box office generally closes 30 minutes after the event start time.

Collection of Information

Collection Notice: Personal information is collected pursuant to s. 10(1) of the Municipal Act, 2001, S.O. 2001, c.25, and will be used for the purposes of communicating pertinent event details, and promotions, by only the City of Ottawa and professional presenting programming partners. We do not reveal specific information about users or other personally identifiable data to unaffiliated third parties for their independent use, except if required to do so by law.


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Theatre Policies
 

Aisles

For safety and as a courtesy to others, patrons cannot sit or stand in the aisles during the performance. Due to fire regulations, aisles should be kept clear at all times.

Alcohol Management

For many events at Centrepointe Theatres, alcoholic beverages (beer, wine and coolers) are available for purchase. Theatre bar staff are trained in the provincial Smart Serve Training program for responsible alcohol service. All guests appearing to be 30 years old or younger may be required to show ID to purchase alcohol. Guests are not permitted to bring in alcoholic beverages from outside vendors and may not go outside the building with alcohol purchased from Centrepointe Theatres. Management reserves the right to refuse the sale of alcohol to any guest.

Cameras

For most events, photography and recordings are not permitted during performances at Centrepointe Theatres. However, this policy changes based on the discretion of the artist(s) and is frequently not able to be verified until the day of the performance. Please listen to pre-show announcements indicating the specific event policy, or ask any theatre staff member or usher for clarification.

Cell phones/pagers

Patrons are asked to put their cell phones or pagers on silent or vibrate mode. We ask patrons to please refrain from texting during the performance.

Children/Babes-in-arms

All patrons entering the theatre must have a ticket. At shows designated for children 6 years old or younger, a complimentary ticket is available for babes-in-arms. Babes-in-arms are children 12 months of age or younger, who will not occupy an additional seat. Parents/guardians must pick up these tickets in person from the Box Office on the day of the
show only.

For all other shows, tickets must be purchased for all patrons in attendance, regardless of age.

Children whose behaviour is hampering the enjoyment of the show by surrounding patrons may be asked, with their parents/guardians, to leave the theatre.

In consideration of the enjoyment and comfort of all patrons, we advise against bringing children under the age of 3 to shows intended for older children.

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Disturbance of Other Patrons

We ask everyone to please be considerate of other patrons. Any patron who interferes with the enjoyment of another individual during an event may be asked to leave the Theatre(s) without expectation of ticket refunds. Theatre Staff and volunteers have the right to refuse entrance and/or re-admittance to anyone.

Door Opening Times

For most events, theatre doors generally open 30 minutes prior to event start time.

Dress Code

Centrepointe Theatres does not have an official dress code. Generally our patrons wear anything from jeans & t-shirts to formalwear. If you are concerned about what to wear to the show, we recommend that you come in business office or dressy-casual attire - you'll feel neither over-dressed nor under-dressed!

Emergency Contact Numbers

If you must be reachable in the event of a personal emergency, please set your cell phone or pager to vibrate. In consideration of others around you, we ask patrons to please exit the auditorium to make or take a call.

Food/Drink

For your enjoyment, all beverages are now permitted inside the Centrepointe Theatres’ Main Stage auditorium. Food of any sort (including candy) is still not permitted inside the auditorium.

Inclement Weather

Centrepointe Theatres rarely cancels or postpones events due to inclement weather. Please be advised that tickets for all events are non-refundable and non-exchangeable. This stipulation is clearly marked on each ticket. Should a decision be made to cancel or postpone an event, this information will be posted on our website as soon as we receive it, and we will make every attempt to contact all ticket purchasers to advise them of the change. Please continue to check our website and call our customer service agents for the latest, up-to-the-minute information.

Intermissions

Most performances include a 15-20 minute intermission. Please ask theatre staff for an update upon arrival.

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Merchandise

Artist’s merchandise may be available for purchase at their show(s) in the lobby of the Theatre. All sales are by cash only and there is a bank machine on site for your convenience.

Scents

Centrepointe Theatres is a scent-free environment. We ask patrons to please refrain from the using and wearing of scented products when attending an event in our venue.

Standing

During a performance, we ask all guests to remain seated for its duration. Depending on the demographics of certain events (such as concerts), standing may be accepted as normal protocol. Guests are permitted to stand in front of their own seat if the majority of the audience is doing the same. Some artists will instruct our staff not to ask anyone to sit down during their performance. Standing on seats or any other building structure is not permitted and may result in ejection from the event.

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