Frequently Asked Questions

General Information

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?

Directions to the venue are located under The Kentucky Center’s information page, listed under “Theaters” at BroadwayinLouisville.com. Box Office Hours are as follows:

The Kentucky Center

Monday thru Friday, 10pm – 6pm

Saturday, 10am – 2pm

 

Broadway in Louisville Administrative Offices

Monday thru Friday, 9am – 5pm

Summer Hours (Memorial Day – Labor Day):

Monday thru Thursday, 9am - 5pm

Friday, 9am – 3pm

 

Season Ticket Holders should always purchase tickets via the Broadway in Louisville Office, located at 620 West Main Street, Suite 100, Louisville, KY 40202. The Kentucky Center Box Office opens two hours prior to a scheduled performance. For more information please visit: www.KentuckyCenter.org


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

You can purchase a Broadway in Louisville Gift Certificate by clicking here.

Gift Certificates may be redeemed by calling 502.561.1003 Monday thru Friday, 10am to 5pm.

Old gift certificates must be redeemed in person at the Broadway in Louisville Office or mailed to:

Broadway in Louisville

Attn: Gift Certificates

620 West Main Street, Suite 100

Louisville, KY 40202

 

Please provide your contact information and at least three date options along with your gift certificate. Upon receiving your request a Broadway in Louisville representative will contact you.


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How can I view a seating chart for the venue?

For a seating chart of The Kentucky Center, please click here.  


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Where can I see a full schedule of events?

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


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What do I do if a performance is cancelled?

In the unlikely event a performance is cancelled, Broadway in Louisville will inform guests via phone, email, or mail and give appropriate information regarding the show’s ticketing policies. Ticket holders typically must return to their original point of purchase for more information.  We recommend that patrons check for updates and information regarding their scheduled performance by visiting BroadwayInLouisville.com, the Broadway in Louisville Facebook or Twitter pages. 


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At what age can my children attend shows?

Age limitations vary by show. For this information please visit the respective show’s information page at BroadwayinLouisville.com. Louisville Fire Department safety regulations require every individual, regardless of age, must have a ticket. While some of our shows are for mature audiences, we leave it up to the parent to decide if a show is appropriate for their children.


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What is the policy with regards to inclement weather?

Performances are rarely cancelled due to weather. We strongly recommend that ticket holders allow plenty of time to arrive at the theatre on time.  During inclement weather, updates will also be posted on BroadwayInLouisville.com and the Broadway in Louisville Facebook or Twitter pages. We recommend that ticket holders check these sites frequently if there is a pending or occurring storm.


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What is the American Express eClub?

The American Express eClub is an exclusive, complimentary electronic mailing. You can opt-in to receive exclusive city email offers & news, often including priority to purchase tickets before the general public. You may update your preferences at any time under the “Account Settings” option. Joining the American Express eClub is the easiest way to learn about all of our events and it allows you to manage your membership quickly and easily.


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How do I subscribe to your mailing list?

To join the Broadway in Louisville mailing list please sign up for our American Express eClub.


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

Send a written letter to:

Broadway in Louisville

Attn: Customer Service

620 West Main Street, Suite 100

Louisville, KY 40202

 

You can also call us at 502.561.1003. Our offices are open Monday thru Friday, 9am - 5pm. We are also available via e-mail at LouisvilleService@BroadwayAcrossAmerica.com.

If you have a last minute issue that needs to be addressed prior to a show, please contact the Broadway in Louisville Administrative Office 502.561.1003.


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Due to an emergency, I missed my scheduled performance. What can I do?

We certainly understand serious illness, inclement weather, or other issues may keep you from attending your scheduled performance. As a courtesy, we will attempt to relocate you into another performance according to availability. Comparable seating to the original tickets is not guaranteed. No refunds are offered for missed performances – no exceptions.


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What is the appropriate dress for attending the theatre?

There is no specific dress code for attending shows with Broadway in Louisville. Guests should wear what they feel is appropriate for the show they are attending. We typically suggest business casual attire.


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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.


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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 online or by contacting our Group Sales Manager, Hilda Davis. Please contact Hilda at 502.569.3060. Group minimums often vary per show.


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Ticketing Information

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

Broadway in Louisville strongly urges all ticket buyers 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 seat 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.


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

Single tickets are available at the following locations:

 

Broadway in Louisville

620 West Main Street, Suite 100

Louisville, KY 40202

 

The Kentucky Center Box Office

501 West Main Street

Louisville, KY 40202

 

 

Single tickets are available for purchase once your desired production is on sale to the general public. Walk-up sales are available on the night of the show according to availability.

 

Season Ticket Holders may purchase tickets via their online account, calling 502.561.1003 or by visiting our office at 620 West Main Street, Suite 100 (Mon-Fri, 9am to 5pm).


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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.


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

Tickets go on sale to the general public on a rolling basis throughout the season, typically six to eight weeks prior to the show’s engagement. The best way to be notified when shows go on sale is to join our American Express eClub.  


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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.


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Season Ticket Holder Information

Where can I find the terms and conditions of a season subscription?
Season Subscriptions, and all Tickets and Additional 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.
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I cannot attend one of my performances due to a conflict. How do I exchange my tickets?

As a Season Ticket Holder you are able to exchange your tickets for another performance of the same production. Please remember that, while we make every effort to place you into comparable seating for exchanges, this cannot be guaranteed. There are five ways that you can exchange your tickets; by mail, online, phone, fax, or in person at Broadway in Louisville at least 24 hours prior to your performance.  Exchanges are free online or in person at the local office.  All other exchanges will occur a $3 per ticket exchange fee. If calling, please have your tickets in hand when placing your call. If you have a Saturday or Sunday performance, your exchange must be done by the close of business Friday. Please contact us via the following methods so we may process your exchange:

Broadway in Louisville:

620 West Main Street, Suite 100

Louisville, KY 40202

By Phone: 502.561.1003

By Fax at 502.5842901

(Please cut tickets horizontally & tape to 8.5” x 11” paper along with account number)

As a Season Ticket Holder you are able to exchange your tickets for another performance of the same production. Please remember, while we make every effort to place you into comparable seating for exchanges, this cannot be guaranteed. Subscribers incur no price increase when exchanging within their price level.


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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. 


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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 to discuss your options.


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I would like to upgrade my season tickets. What do I need to do?

Season package upgrade requests are located on the back of your subscription renewal invoice each year and are processed on a date received basis. Locations become available only when non-renewed seats are released following the printed renewal deadline. You may submit a request by mailing your renewal invoice in the provided envelope, by phone or fax. Your season account must be renewed by the renewal deadline in order to be considered for an upgrade. Should you wish to upgrade or exchange your seats for a single show please call 502.561.1003 and have your tickets in hand.


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

Absolutely! Please submit your request, in writing, to our local office:

Broadway in Louisville

620 West Main Street, Suite 100

Louisville, KY 40202

By Fax: 502.584.2901

Please include your account number, address, telephone number and e-mail address as well as your friend’s information. Payment must be received by the printed renewal deadline. Upon processing your request we will confirm by phone or e-mail.

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


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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 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


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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.


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

Broadway Across America presents in many cities nationwide and we want you to enjoy a full season of Broadway. Please call 502.561.1003 to discuss our Intercity Exchange Program.


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

We understand and would love to discuss with you our exchange program. Please call 502.561.1003 for more information. Please note: no refunds are available for any given production.


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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 before the renewal deadline. Complete address information of the parties involved need to be included with their payment in full. Once new accounts have been created only the new account holder can access his/her account. Since this involves multiple payments this renewal cannot be done online. It will need to be mailed to Broadway in Louisville at:

Broadway in Louisville

ATTN: Split Accounts Department

620 West Main Street, Suite 100

Louisville, KY 40202


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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, persons whose names are on the account may access information or order additional tickets using that account number. 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 or those listed under the account. All tickets ordered will be mailed to the address on the account. No exceptions.


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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.


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What hours does the Broadway in Louisville Administrative Office observe?

 

Monday thru Friday, 9am – 5pm

Summer Hours (Memorial Day – Labor Day):

Monday thru Thursday, 9am - 5pm

Friday, 9am – 3pm


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Louisville Group FAQs

How many people constitute a group?

Group minimums vary by performance, but generally groups are of 10 or more. See show pages for specific minimums.


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Are there Discounts available for Groups?

Yes! Groups enjoy discount tickets to most performances. Discounts vary by performance and generally range between 10 and 25% off per ticket.


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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!


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Are there Student or Senior rates available to the show?

Many performances do offer special rate to student and senior groups. Please contact your group sales manager to discuss the various options available to your group.


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I am bringing a large group to the show, where can we park our tour bus?

Parking your bus is easy and may be arranged by contacting the venue directly.


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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.


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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


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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.


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

Groups can book their seats in advance of the general public. Group sales generally start in mid May, but you can call and have your name placed on our priority list starting the day of our season announcement!


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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


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Is the show appropriate for children?

Each of our productions are unique and the age appropriateness varies by production. Please see the individual show pages for recommendations or contact your group sales manager to discuss the show content.


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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


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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. Your group sales manager can give you more details on the payment options upon reservation.


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What if I reserved 35 tickets but only need 32?

Not a problem! You are more then welcome to adjust your group numbers as needed up until the agreed upon final payment date.


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What if I reserved 35 tickets and really need 40?

No problem again! If you need more tickets than reserved, contact us as soon as possible and we will add additional seats to the order. We’ll do our best to get them as close as possible to the rest of your group, but sometimes availability prevents us from doing so.


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Does my group all have to sit together?

Not at all. As long as we have the group minimum of 10, your group may spread out throughout the theatres various pricing levels. Some group members will love the close up experience, while others love a nice mid balcony view. No matter where you sit though, you’ll be sure and have a wonderful time!


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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!


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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!


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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.


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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.


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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.

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