F.A.Q.
USER GUIDE
Having trouble making a purchase or finding an event? Have
a question about buying tickets online? Look here first - - and
find answers to our most commonly asked questions. Can't find it
- just click here to email
customer service and we'll get you an answer quickly!
- Is it
safe to buy online?
- Is your
site a "secure" site?
- What do
you do with my personal information you collect?
- Is it
safe to store my credit card information at this site?
- What does "Will
Call" mean?
- What is
the "Venue" where I pick up tickets?
- Why are
tickets sometimes not refundable?
- What is
Print@Home? Why is it not available on all events?
- How is
General Admission different from Reserved Seating?
- How
does online seat selection work?
- Why
are some events only General Admission?
- Where
else can I buy tickets?
- What
is "Gold Circle" or "Artist Circle"?
- What
happens if I forget my password?
- Must
I subscribe to emails in order to buy a ticket?
- How
safe is it to have my tickets mailed to me?
- Why
are fees added onto the price of the ticket?
- What
is a order fee and how is it set?
- What
is a Convenience Fee and how is it set?
- How
do TicketWindow fees compare to other ticketing sites?
- Are
the charges the same whether I order by phone, at a retail
outlet, or online?
- What
are the TicketWindow charge by phone hours?
- Is your
charge by phone answered by a person or a machine?
- Can
I pick up my tickets at the TicketWindow office?
1. Is it safe to buy online?
As long as the site, secured by a reputable company that verifies
the information traveling over the Internet is protected, it is
probably safer to buy online than over the phone. Look for the
VeriSign symbol whenever you shop online, and double check that
the site starts with https once you are at a page where you are
entering payment information. The "s" indicates a secure site,
where information is broken up into tiny packets protected by a
secure code (encrypted). This code is not put back together again
until it reaches the destination securely.
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2. Is your site a "secure" site?
Yes. TicketWindow is secured by VeriSign. You'll see the symbol
on the ticketing start page (tickets.ticketwindow.ca) and on the
payment pages. You may click on this symbol to verify the status
of our certificate with VeriSign at any time. VeriSign is the leader
in Internet security and scrutiny is very tight.
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3. What do you do with my personal information
you collect?
We collect only what we need to process your order and contact
you in the event of any event changes or cancellations. Your name,
address, email address, and a daytime phone are required for these
purposes. We protect your personal information carefully and never
sell your information to any other companies. The promoter of the
event you purchase tickets for is given your information in order
to contact you about other events they do - however, no payment
information is ever provided to the promoter.
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4. Is it safe to store my credit card information
at this site?
Yes. Because the site is secure and the data is stored securely,
your information is protected. The last 4 digits of your credit
card are all that appear on screen for our Call Center representatives
if you have elected to keep your credit card information.
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5. What does "Will Call" mean?
Will Call is an alternative to mailing tickets. It simply means
that you will pick up your tickets an hour or so before the event
at the location (venue) where the event will be held. Most Box
Offices have one or more Will Call windows and will have your tickets
waiting. You will need to show your ID to prevent your tickets
from being mistakenly picked up by someone else.
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6. What is the "Venue" where I pick up tickets?
The venue is the theater, stadium, amphitheater, or any building
where an event is held. Most Will Call windows are clearly marked
near the front entrance.
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7. Why are tickets sometimes not refundable?
Event promoters rely on pre-sales to determine pay for the concert
or event long before it takes place. There are many costs associated
with live events that many of us are not aware of, including equipment,
large teams of people, rehearsals, recordings, travel expenses,
etc. Were tickets refundable, it would make it impossible to guarantee
payment for these real costs, and the events would not make it
to your city. Most tickets can be resold or given away if you are
unable to use them. Check with TicketWindow to see the many ways
we can accommodate you for a refund or exchange to be used for
another event.
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8. What is Print@Home? Why is it not available
on all events?
Print@Home allows you to purchase a ticket online and then print
out a bar-coded ticket for admission right from your home computer.
An email is sent to the address you enter when purchasing and a
link is included that brings you to the ticket. It is also stored
at My Account on the TicketWindow web site. Your Print@Home ticket
will be scanned for a single entrance at the event, and prevents
duplicate attempts to enter on the same ticket. Print@Home is not
available on all events because it requires the venue or promoter
to secure the scanning equipment, a cost which some may not be
able to justify. It is, however, becoming more common and you should
see an increase in its use in the months ahead.
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9. How is General Admission different from Reserved
Seating?
General Admission seating does not guarantee you an exact seat,
but rather just admission to your event. You will need to select
your seating upon arrival, meaning that it is best to arrive early
for best seat selection. There are sometimes several General Admission
sections to choose from such as Gold Circle, Main, or Balcony.
Seating within each section is still selected upon arrival.
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10. How does online seat selection work?
Once you select your event, you have the opportunity on Reserved
Seating events to select your exact seat. (Note: Should you wish,
you may select your seat, which will reserve the best available
seat(s) for you.) To select your exact seat takes only a few simple
steps. Once you have selected your event and clicked on Buy Tickets:
- Look for the Seat Map under the Select Your Own Seats heading.
- Hold your mouse over the section you would like to sit
in. The number of seats available in that section will appear.
If there are sufficient tickets available, click the mouse
on your selected section.
- A new page will appear with a graph showing each seat in
your section. (There may also be a photo showing the view from
your section). Simply select the seat(s) you prefer with a
click of the mouse, placing the seats on hold, indicated with
a check mark.
- When you are done selecting your seats, click on Reserve
Selected Seats at the bottom of the seating graph.
- A new page will show your ticket selection, with complete
and detailed pricing for your review. Check all dates, event
details, and seating selections carefully and then click on
either Checkout or Continue Shopping, should you wish to purchase
more tickets.
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11. Why are some events only General Admission?
Some venues holding events are not equipped for reserved seating,
which requires numbering seats and careful planning. Outdoor festival
or amphitheater seating also does not normally allow for reserved
seating.
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12. Where else can I buy tickets?
- Besides online shopping, you may purchase tickets and get event
information at the TicketWindow Call Center, at 1-877-700- 3130
or 519-473-3320
- Some events may have tickets at outlets. You may select the
Outlets button at the top of the page to search for availability
in your area. We recommend calling first to check for availability
and hours. Outlets may not carry every type of ticket, so please
check carefully before traveling.
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13. What is "Gold Circle" or "Artist Circle"?
These are terms for a designated priority seating area in a General
Admission event. These sections are closer to the stage and are limited
in quantity.
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14. What happens if I forget my password?
First, select the option to have your password hint sent to your
email address. If you still can't remember, email Customer Service
and we will reset your password and send to you.
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15. Must I subscribe to emails in order to buy
a ticket?
No. Subscribing is done separately (Click here to sign up now). You
may be contacted after purchasing a ticket to request that you subscribe
but will not be added without your permission.
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16. How safe is it to have my tickets mailed to
me?
Tickets are mailed First Class, postal service, in plain white envelopes
to the address you enter when purchasing. The mail is metered for
best deliverability. The Canadian Post Office does not take responsibility
for lost or damaged first class mail. They state about First Class
Mail delivery:
- Estimated delivery time is one to three days.
- Estimated delivery time begins on the date postmarked.
- Not a guaranteed service (no refunds). Delivery by a specific
date at a specific time is not available.
- Mailing standards are based on distance
Most tickets are delivered by the Post Office with no problems. You
can assist the delivery by carefully entering and reviewing the address
information when you purchase. Additional shipping options may be
available for some events, including priority mail or UPS shipping,
both of which may be tracked and are guaranteed.
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17. Why are fees added onto the price of the ticket?
The base price of the ticket covers only the cost of admittance to
the event. It does not include:
- Printing of tickets
- Ticket distribution (online, charge by phone, outlets)
- Processing your ticket order
- Tracking and inventory control, assuring your ticket will be
valid and not oversold
- Box Office services
- Will Call delivery
- Postage, envelopes, and other delivery costs
- Call Center personnel and customer service on your order
- A secure web site, credit card processing, merchant fees
Ticket fees bring your ticket to you and cover these costs.
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18. What is an Order Fee and how is it set?
An Order Fee is normally added to the complete order. Even
if there is one ticket or 50 or more tickets purchased online,
by a call centre rep, retail outlets, or some venues. Each order
is handled by an individual from one of these departments to place an
order, print the order, stuff envelopes, and send to the post
office. It could range from $1.00 at a retail outlet and online to
a call centre rep who personally handles your order for
$2.00.
Note: Most Call Centre reps are hired as remote
agents who work out of their home with a physical disability.
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19. What is a Convenience Fee and how
is it set? Convenience fees are set by the ticketing agency
and promoter to cover the basic costs of making tickets available
online and charge by phone. At TicketWindow.ca, our convenience
fee are as low as $1.50 per ticket and a maximum of $5.00 this
is the lowest anywhere. Our competitors have fees of at least $4.50
- $12.00.
Note: It allows you to purchase a ticket without driving or waiting
in line, and in many cases, your tickets are delivered to your home.
The ticketing agency and the promoter or venue most often sets convenience
fees.
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20. How do TicketWindow fees compare to other
ticketing sites?
Ours are simply among the lowest in the ticketing business. We work
hard to keep them that way and low fees are often a drawing factor
for promoters wishing to use our services. Our fees are between 10%
- 14% or $0.50 - $3.00 per ticket, where our competitors are often
at 20%, or even up to 35% by the time you add in all those extra
house fees and handling fees. Let your favorite venue or promoter
know that low fees matter to you.
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21. Are the charges the same whether I order
by phone, at a retail outlet, or online? Online orders have
an order fee of $1.00 per order, call centre reps $2.00, and some
retail outlets very from $0.00 - $2.00 depending on location.
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22. What are the TicketWindow charge by phone
hours?
(These hours can change without notice) Our Call Center is based
in London, Ontario and follows Hours are:
Monday to Friday between 9:00 am - 6:00 pm Eastern Standard
Time
Our hours remain constant in the other time zones and are: Central: 8
am - 5 pm, Mon -Fridays
MST: 7 am - 4 pm, Mon -Fridays
PST 6 am - 3 pm
Voice-mail orders are available after hours, where a call center
representative will return all customer orders within 24 hours that
calls are received in priority.
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23. Is your charge by phone answered by a person
or a machine?
We staff our Charge by Phone center with friendly, trained customer
service representatives who are there to not only sell you the best
tickets, but will answer your questions. Other agencies may be open
24 hours a day, but operate only with an automated system. If you
call during business hours and all representatives are busy, you
will be placed in a call queue and your call will be answered in
the order it was received, usually within 2-3 minutes.
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24. Can I pick up my tickets at the TicketWindow
office?
No. Our offices are not open to the public. This would require completely
different staffing and facilities and would cause a rise in our costs
and fees.
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Contact Us
Questions? Contact sales@ticket-e-boo.com
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