Frequently Asked Questions

General Information

What hours does the Broadway in Louisville Administrative Office observe?

Monday - Friday, 9am – 5pm

Summer Hours (Memorial Day – Labor Day):

Monday - Thursday, 9am - 5pm

Friday, 9am – 3pm


Close
How can I view a seating chart for The Kentucky Center?

To view a seating chart for The Kentucky Center you can click here or go to the Theaters tab at the top and select the venue.  


Close
Where do I go to get general information such as, directions to the theatre, box office hours, and other services offered by Broadway in Louisville?

Click here or you can go to the Theatre tab and select the venue at the top of the page.  


Close
How can I purchase a gift certificate? How can I redeem an old gift certificate?

Click here to purchase a Gift Certificate for Broadway Across America shows in:  Baltimore, Boston, Cincinnati, Columbus, Fort Lauderdale, Houston, Indianapolis, Louisville, New Orleans, and San Antonio. 

 

To redeem over the phone please call the Gift Certificate Hotline at 1-866-698-SHOW (7469), Mon-Fri, 9am-5pm.

 

To redeem in person please visit our local office at:

Broadway in Louisville

620 W. Main St Suite 100

Louisville, KY 40202


Close
What happens if my tickets are lost or stolen?

Not a problem, if you have purchased from an authorized ticket source [The Kentucky Center for the Arts, Ticketmaster Outlets, Ticketmaster.com, American Express eCLUB, Broadway in Louisville Box Office, louisville.broadway.com] we have a record of your sales transaction and can accommodate you. Please return to your point of purchase as soon as you discover you have misplaced your ticket(s). We will confirm your seating and issue a “Location Pass”, which you will pick up at the Will Call window one hour before your performance. For security purposes, Location Passes will not be mailed. Identification and payment verification will be needed when you pick up the tickets. If tickets were purchased through an unauthorized ticket reseller, we cannot guarantee replacement.

 

If you are at the theater at the performance, go to the box office and they will be able to assist you.  


Close
What is the performance runtime?

The performance runtimes vary for each show.  To find out the runtime for each show go here and select the show or go to the Shows tab at top and select the show.  

 

Close
Where can I see a full schedule of events?

Please visit BroadwayinLouisville.com for a full schedule of upcoming events. 


Close
What do I do if a performance is cancelled? What is the policy with regards to inclement weather?

We rarely cancel performances due to weather. In cases of inclement weather, we strongly recommend that patrons use public transportation where possible, travel safely and allow plenty of time to arrive at the theatre on time. During inclement weather, updates will also be posted on Facebook and on the Broadway in Louisville homepage.  We will also do our best to update information on the Subscriber Hotline (502.561.1003). We recommend that patrons check these sites frequently if there is a pending or occurring storm.


Close
At what age can my children attend shows?

A ticket must be purchased for every person attending the show, regardless of age. Parents should use discretion when deciding what shows are appropriate for their children.


Close
Is there accessible seating or hearing assistance available? How do I know which performances offer ASL interpretation or other special services?

Accessible seating, assistive listening amplification system, and American Sign Language interpretation are available. For more information please contact Carlie Schoner, 502.569.3042.


Close
What is the American Express eClub?

The American Express eCLUB is our free program that gets you access to advance offers for local Broadway shows BEFORE they go on sale to the public, priority offers and discounts to other live entertainment events in your area, a monthly eNewsletter, and special offers from Broadway in New York City.

 

Click here to sign up. American Express® Card Members will enjoy an exclusive presale window to take advantage of special offers on Broadway shows and entertainment events, prior to the general eCLUB priority period.


Close
Due to an emergency, I missed my scheduled performance. What are my options?

We understand that emergencies happen. If an extenuating circumstance arises and you are unable to make the necessary exchange arrangements prior to the show, please contact Broadway in Louisville, 502.561.1003 and ask to speak to a representative within 48 hours of your missed performance. During the weekend, you can visit the box office at The Kentucky Center. Please keep in mind that you can only be relocated into another performance as long as the show is in town, at the discretion of the show. Accommodations can only be made for the same performance, based on availability. No refunds will be offered for missed performances. 

 

Please note: some shows may not offer reseating options.


Close
Where do I go to find out what other shows are playing in Broadway in Louisville?

Check out all of our Broadway shows here or you can go to the Shows tab.  


Close
Why should I buy from the official and authorized ticket sources? What are the official and authorized selling locations for Broadway in Louisville?

Broadway in Louisville strongly urges all of our patrons to purchase their tickets through an Authorized Ticket source, which include the Kentucky Center for the Arts, and affiliated box offices in person. We do not recommend that patrons purchase tickets through unauthorized outlets, online resellers or other ticket sales operations.


Close
How do I get on your mailing list?

The best way to get on our mailing list is to join our American Express eCLUB.  It’s free to join and you get access to offers to local Broadway shows before they go on sale to the public.  We will also let you know when season tickets become available.  


Close
How do I purchase tickets to Broadway Across America shows in other cities?

Broadway Across America makes ordering tickets for family, friends and colleagues in a different city easy. For a list of cities within the Broadway Across America network visit BroadwayAcrossAmerica.com or call our Subscription Hotline at 502.561.1003, Monday through Friday 9 a.m.- 5 p.m.  


Close
I had an issue at a recent performance that I would like to speak to someone about. How can I contact a customer service representative?

You can call us at 502.561.1003 Monday through Friday 9am-5pm. You can reach us by e-mail at LouisvilleService@BroadwayAcrossAmerica.com.  If you prefer to send written communication, please send to Broadway In Louisville, Attn: Customer Service, 620 W. Main Street Suite 100, Louisville, KY 40202


Close
What is the appropriate dress for attending a Broadway in Louisville performance?

There is no specific dress code. Some events such as opening nights will draw a dressier crowd. Most people enjoy dressing up to go to the theatre, but you will see people wearing everything from casual for a concert or movie to Sunday best or formal wear for theatrical performances.


Close
I cannot attend one of my performances due to a conflict. How do I exchange my tickets?

Season Ticket Holders of Broadway in Louisville enjoy complimentary exchanges online and in person at the local office. There will be a $3 per ticket exchange fee over the phone, fax, and mail. However, there are no exchanges or refunds for single ticket purchases. All sales are final.


Close
Back to Top

Ticketing Information

Why should I buy from the Official and Authorized Ticket sources?

Broadway in Louisville strongly urges all ticket buyers to purchase their tickets through an Authorized Ticket source, including: Broadway in Louisville/Broadway Across America; Ticketmaster online & Ticketmaster outlets; and The Kentucky Center Box Office. The authorized ticket sources listed above provide secure, guaranteed seats to your chosen Broadway in Louisville production(s). We do not recommend that patrons purchase tickets through unauthorized outlets, online resellers or other ticket sales operations.


Close
Can I purchase tickets in person? Are there walk-up sales on the night of the show?

You sure can!  Tickets are available to purchase in person at the Kentucky Center, 501 West Main Street, Louisville, KY 40202. Tickets can also be purchased night of show as long as there are still tickets available. 


Close
My plans have changed. Can I exchange my tickets? Can I get a refund?

Season Ticket Holders of Broadway in Louisville enjoy complimentary exchanges online and in person at the local office. There will be a $3 per ticket exchange fee over the phone, fax, and mail. However, there are no exchanges or refunds for single ticket purchases. All sales are final.


Close
When will tickets go on sale to the general public for a specific show?

Tickets go on sale to the public 6-8 weeks before the show is in town.  To have access to tickets prior to the public on sale, join our American Express eCLUB here.  


Close
I've lost my ticket to one of my scheduled performances. What can I do?

Please contact your original point of purchase by phone as soon as you realize you have misplaced your ticket(s). Ticketmaster: 800.982.2787; Broadway in Louisville: 502.561.1003; Kentucky Center Box Office: 502.584.7777.


Close
Back to Top

Season Ticket Holder Information

Where can I find the terms and conditions of a season subscription?

Season Subscriptions, additional subscription tickets, and all other tickets purchased under any subscription are subject to the Broadway Across America Standard Season Subscription Terms and Conditions posted on our website at BroadwayAcrossAmerica.com. By purchasing a Season Subscription, you agree to such Terms and Conditions. We do not support the reselling of these tickets above face value through any means other than through authorized reselling programs of Broadway Across America. Doing so will constitute a breach of these Season Subscription Terms and Conditions and Account Holders who violate this rule may be subject to revocation of their purchasing status and seats. 


Close
I cannot attend one of my performances due to a conflict. How do I exchange my tickets?

This is one of the best benefits of becoming a Broadway in Louisville Season Subscriber! If you are a subscriber and are unable to attend your scheduled performance, you may exchange your tickets for another performance of the same production.

 

Tickets purchased through Group Sales may be exchanged by calling Hilda Davis at 502.569.3060.

 

There are many ways subscribers can exchange their subscription tickets:

 

1. Log in to the Subscriber’s online account at Louisville.Broadway.com

Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and log in using your account number or e-mail address & password.

 

2. Call the Broadway in Louisville Subscriber Hotline at 502.561.1003.

 

3. In person at the Broadway in Louisville Box Office.

 

4. By mail at 620 West Main Street, Suite 100, Louisville, 40202.

 

Online and in-person exchanges are free; however subscribers incur a $3.00/ticket exchange fee for all phone exchanges. When exchanging from a lower to a higher priced performance the price difference will be collected when processing the exchange.

 

Tickets must be exchanged by 5pm before your weekday performances and by Friday at 5pm for Saturday and Sunday performances.  Tickets must be in hand when exchanging by phone. We make every effort to place you into comparable seating for exchanges, however this cannot be guaranteed.


Close
When will I receive my Season Tickets? Can I exchange my tickets for a specific show before they are mailed if I know in advance that I have a schedule conflict?

Season tickets will be mailed to the address listed on your account four to six weeks prior to the first engagement.

 

Season tickets may be cancelled and refunded in full, so long as the requested refund is received prior to the tickets being mailed.  If you would like a refund before the tickets are mailed, simply email LouisvilleService@BroadwayAcrossAmerica.com explaining the situation. If you have received your tickets, then each subscription is subject to a 10% (of entire amount) cancellation fee. Tickets must accompany the refund request. There are no cancellations or refunds following the first production in the respective season. Cancellation requests must be made in writing and mailed to:

 

Broadway in Louisville

Attn: Cancellations Department

620 West Main Street, Suite 100

Louisville, KY 40202

 

You may exchange your tickets before they are mailed if you know in advance that you have a schedule conflict. Due to the popularity of some shows, ticket exchanges may not be available, or may only be available for a limited window of time.


Close
How do I change my address, phone number or e-mail address?

We want to make sure you continue to receive important information on a timely basis. In order to ensure the security of your account all changes must be submitted in writing. There are a few easy ways to make changes to your phone, address, or e-mail:

 

1. Log in to the Subscriber’s online account at Louisville.Broadway.com. Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and log in using your account ID/e-mail address and password.

 

2. E-mail LouisvilleService@BroadwayAcrossAmerica.com.

 

3. Mail your updated information along with your account number to Broadway Across America, Attention:  Customer Service 620 W. Main Street Suite 100, Louisville, KY 40202.


Close
I don’t know my password. What do I do?

Go to “Subscriptions” then “Manage My Tickets.” Click on “Forgot Your Password,” enter your Account Number or E-mail address associated with your account and a temporary password will be emailed to you.  Click on the link provided in the email and enter your new password.  If you do not have an Account ID or password, or do not know the email address registered to your account, please contact Broadway in Louisville customer service hotline at 502.561.1003.


Close
I need to change my password. How do I do it?

If you know your password, but need to change it enter your Account ID or email address and current password to log in. Once you are logged in, there will be a small box on the left of the screen with the account holder’s name and Account ID.  Directly underneath of the Account ID, click on “edit my profile”. Under “Manage Your Settings” click on “Change My Password” to update your password."


Close
I've moved recently, how do I change my address?

Address changes can only be made by the account holder, in writing, along with signature. If you are relocating, please send a letter including your Broadway in Louisville account number, your old and new address and telephone change (if applicable) and mail it to:

 

Broadway in Louisville:

620 West Main Street, Suite 100

Louisville, KY 40202

By Fax: 502.584.2901

 

Please note: we are not responsible for items not forwarded by the post office. 


Close
I would like to change my seating for a specific production. What do I need to do?

As a Season Ticket Holder you are able to exchange or upgrade your seats for another performance of the same production. Please contact the Broadway in Louisville team at 502.561.1003 team to discuss your options.


Close
I would like to upgrade my Season package seating. What do I need to do?

Upgrading your seats to individual shows is easy! Much like standard exchanges, we recommend you upgrade in advance as availability is not guaranteed. There are many ways Subscribers can upgrade their subscription tickets:

 

1. Log in to the Subscriber’s online account at Louisville.Broadway.com.

Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and log in using your account number or e-mail address & password.

 

2. Call the Broadway in Louisville Subscriber Hotline at 502.561.1003, Monday through Friday 9 a.m.- 5 p.m.

 

3. In person at the Broadway in Louisville Box Office.

 

4. By mail at 620 West Main Street, Suite 100, Louisville, 40202. Please include your phone number in case we need to contact you.

 

The price difference between the lower and higher price level will be collected upon processing the upgrade. Online upgrades do not incur any fees; however Subscribers incur a $3.00/ticket exchange fee for all phone and in-person upgrades.

 

In order to upgrade your entire Season package please complete the “Change Request/Account Upgrade” section of your renewal invoice. Upgrade requests may also be entered upon renewing online or by submitting your request prior to the renewal deadline by phone, mail or by fax. All requests must be made in writing. Requests are reviewed and processed on a date-received basis following the renewal deadline.


Close
Can I exchange my tickets? Can I exchange by phone? Can I exchange by mail?

Absolutely! We recommend you make exchanges in advance as we cannot guarantee availability or comparable seating. There are many ways subscribers can exchange their subscription tickets:

 

1. Log in to the Subscriber’s online account at Louisville.Broadway.com

Under the “Subscriptions” tab at the top of the webpage, select “Manage My Tickets” and log in using your account number or e-mail address & password.

 

2. Call the Broadway in Louisville Subscriber Hotline at 502.561.1003, Monday through Friday 9 a.m.- 5 p.m.

 

3. In person at the Broadway in Louisville Box Office.

 

4. By mail at 620 West Main Street, Suite 100, Louisville, 40202. Please include your phone number in case we need to contact you.

 

Online and in-person exchanges are free; however subscribers incur a $3.00/ticket exchange fee for all phone exchanges. When exchanging from a lower to a higher priced performance the price difference will be collected when processing the exchange.


Close
I can no longer attend the series, and would like to give my account to a friend. Is that possible?

Yes, you can give your seats to a friend. You just need to send us a letter that includes your friend's complete information and gives us permission to release your seats to them. This letter must be signed by the original Season Subscriber.


Close
Can I purchase additional tickets?

Additional subscription tickets may be purchased by logging into your online account at Louisville.Broadway.com, the Broadway in Louisville Subscriber Hotline at 502.561.1003, Monday through Friday 9 a.m. - 5 p.m., or in person at the Broadway in Louisville Box Office.

 

Tickets must be exchanged by 5pm before your regular performance and by Friday at 5pm for Saturday and Sunday performances.  Tickets must be in hand when exchanging by phone. We make every effort to place you into comparable seating for exchanges, however this cannot be guaranteed.

 

For phone exchanges, you must have tickets in hand so please have them available when you call. Please remember that while we make every effort to place you into comparable seating for exchanges, this cannot be guaranteed. Due to the popularity of some shows, ticket exchanges may not be available, or may only be available for a limited window of time.


Close
I changed my mind, can I cancel the season subscription and receive a refund?

Season tickets may be cancelled and refunded in full, so long as the requested refund is received prior to the tickets being mailed.  

 

If you would like a refund before the tickets are mailed, simply email LouisvilleService@BroadwayAcrossAmerica.com explaining the situation. If you have received your tickets, then each subscription is subject to a 10% (of entire amount) cancellation fee. Tickets must accompany the refund request. There are no cancellations or refunds following the first production in the respective season. Cancellation requests must be made in writing and mailed to:

 

 

Broadway in Louisville

Attn: Cancellations Department

620 West Main Street, Suite 100

Louisville, KY 40202


Close
I am unable to attend this year, but would like to retain my seats for the following year. What can I do?

Unfortunately we are unable to hold your seats without a full season renewal. If accounts are not paid in full by the printed renewal deadline, seats will be released. Returning season ticket holders would be considered as new accounts and seated with the best available locations at that time.


Close
I have two residences and will not be in town for the beginning or end of the season, what are my options?

We want you to enjoy a full season of Broadway. There are nearly 40 Broadway Across America markets nationwide. Please call the Subscriber Hotline at 502.561.1003, Monday through Friday 9 a.m.- 5 p.m.  to see if your second home is a Broadway Across America city or if there is a qualifying market nearby.


Close
I have already seen one [or more] of the shows in my season package. What are my options if I don't want to see it again?

We do apologize if there is a show in your season that you have already seen. Although we are unable to offer you a refund on those tickets, we may be able to help through our Swap-a-Show program. Please contact our Subscriber Hotline at 502.561.1003, Monday through Friday 9 a.m. - 5 p.m. for further information. Due to the popularity of some shows, ticket exchanges may not be available, or may only be available for a limited window of time.


Close
I have been sharing my season account with friends; we would like to separate the seats into individual accounts so we can receive our own mailings. How would I do that?

Splitting season accounts can be done if the current account holder makes this request in writing to our office. In order to split your accounts please complete the “Adding/Splitting Seats” section of your renewal invoice. Please include each Subscriber’s mailing address, e-mail address, and telephone number. Payment must be received in full. Once new accounts have been created only the new account holder can access his/her account. 


Close
Can the benefit of ordering priority tickets for added shows or extra tickets to season shows be extended to family and friends?

For security purposes, the only people who may access information or order additional tickets tied to a subscription account are the names listed on the account. We are happy to provide additional tickets to any BROADWAY IN LOUISVILLE show for your family and friends, but the request must come from the account holder(s). All tickets ordered will be mailed to the address on the account, and a limit of eight (8) additional tickets per show per subscriber account will be strictly enforced. If you are bringing a large group please contact our Group Sales Department at 502.569.3060.


Close
Do I have to pay for the entire season at once?

Another benefit of being a subscriber is our complimentary 3-payment installment plan, so long as your renewal is submitted before the deadline and payment installment plan option is selected. If you wish to upgrade your season package to a higher price level, please make the payment for the correct amount. Pricing information is listed in your renewal packet.


Close
Are there any restaurants that have discounts or pre/post-show specials in the area?

Not at this time. 


Close
Back to Top

Group

I would like to purchase a large number of tickets for my company event or charitable functions. How do I do that?

Parties of 10, 20 or more are able to purchase tickets online or by contacting our Group Sales Department: Hilda Davis, 502.569.3060. Group minimums often vary per show.


Close
How many people constitute a group?

Group minimums vary by performance, but are usually 10 or more tickets.  For more details click here or go to the Group tab at the top.  


Close
Are there Discounts available for Groups?

Yes! Groups enjoy discount tickets to most performances. Discounts vary by performance and generally range between 10 and 20% off per ticket.


Close
Do I save any fees by booking a group?

Yes you do!  When purchasing through group sales you are avoiding the normal ticketing fees ranging from $10-$15.  There are still some fees for group tickets, but overall you will be saving by booking a group.  


Close
When I look up tickets online, why do I have to pay $12-$20 in fees?

You don’t! One of the great benefits of group sales is that you don’t have to pay the normal online ticketing fees you would if you purchased elsewhere. While there is still a small facility & groups fee per ticket, you’ll add to your overall savings by booking a group!


Close
Are there Student or Senior rates available to the show?

Many performances do offer special rates to student and senior groups. Please contact Hilda Davis, 502.569.3060 to discuss the various options available to your group.


Close
I am bringing a large group to the show. Where can we park our tour bus?

Free Bus Parking is located in the 600 blocks of 8th and 9th Street in Downtown Louisville. Buses may park on both sides of 8th Street, or on the east side of 9th Street.


Close
Are there comps available for the show?

Yes! Some shows offer complementary tickets to large groups of 40 or more. Please contact your group sales manager for more details.


Close
What happens if our schedule changes and we can no longer make it to the show?

While the tickets are non-refundable once purchased, we may be able to exchange your tickets for a different night based upon availability. Please contact your group sales managers for more details.

*Price increases may apply


Close
What if the show is cancelled?

If a show is cancelled due to unforeseen events, your group will be given the option of switching performances to attend a different night or you may have a full refund issued to you.


Close
Do we need to wait until tickets go on sale to the public or can we book our seats now?

Groups are able to reserve their seats in advance of the general public for most shows. Group reservations and sales generally start in mid May.


Close
Do you have any local restaurant suggestions?

Our theatres are located within a short walk or drive of many great restaurants in the Louisville area. The following website will give you some guidance on where to go. http://www.gotolouisville.com/eat/index.aspx


Close
Is the show appropriate for children?

Each of our productions is unique and the age appropriateness varies by production. Please see the individual show pages for recommendations or contact Hilda Davis, 502.569.3060 to discuss the show content. 


Close
Can we get tickets to other cities through you?

While Broadway Across America has many cities in its network, I am only able to help you with seats in Lousiville & Indianapolis. However, I’ll be happy to put you in touch with my colleagues in other cities so you may book your group tickets. You’ll be sure to get the same great service you are used to! For a list of cities in our network, please visit www.BroadwayAcrossAmerica.com


Close
Do we need to pay for our tickets right away or can we be invoiced?

Group clients may reserve their tickets in advance and will be invoiced for their seats to allow you time to collect funds from your group members. Our Group Sales Department can give you more details on the payment options upon reservation.


Close
What if I reserved 35 tickets but only need 32?

No sweat! You are more than welcome to adjust your group numbers as needed up until the agreed upon final payment date.


Close
What if I reserved 35 tickets and really need 40?

Again, no problem! If you need more tickets than reserved, contact us as soon as possible and we will add additional seats to the order. We always do our best to find seats near your existing seats, but this is based upon seating availability.


Close
Does my group have to be placed together?

Not at all! We understand some group members will love an up close experience while others prefer a Balcony or Grand Tier view. No matter where you are located, your group is sure to have a wonderful time. As long as the minimum group amount of tickets is met your group may spread out throughout the theatres – in various pricing levels, rows and sections. 


Close
Can I save money by coming in to pick the tickets up?

No need to trouble yourselves with a trip down to the office. We will mail you your tickets or leave them at will call at no additional charge. Feel free though to pop in and say hi anytime you are Downtown!


Close
I’ve lost my tickets. What can I do?

This is a scary feeling, but, take a deep breath and relax because we can re-print your tickets for you! If you have lost your seats or they have been stolen, we can reprint them and leave them for you at will call the night of the show. The old tickets will be voided out to ensure no one else uses your ticket to see the show!


Close
How long is the show?

Run times vary per performance. Generally shows run about 2hr and 30min including intermission. Please see the individual show page for exact run times.


Close
How do I get those seats?

While we would all love to have seats in the first few rows, it isn’t always possible due to our many season ticket holders. Rest assured though, that your seats will be the very best available at the time of reservation.


Close
Back to Top

Contact Us

If your question has not been answered, please contact Broadway in Louisville Customer Service so that we may be able to speak with you personally.

Contact Us
Shows Subscriptions Theaters Buzz