An Important Note From Jujamcyn Theaters

Under the direction of Governor Andrew Cuomo, Broadway shows in New York City will suspend all performances from March 12-April 12, 2020. We are so disappointed that we can’t perform for you, but of course the health and well-being of the theatregoing public, as well as those who work in the theatre industry, is most important.

We are continuously updating this page to reflect the most accurate information about this evolving situation. Please see below for answers to frequently asked questions.

We will be here for you from April 13, 2020 on, and we look forward to welcoming you at that time.

Is my performance happening?

Performances from March 12 to April 12, 2020 of The Book of Mormon, Frozen, Hadestown, Mean Girls and Moulin Rouge! The Musical are canceled. Performances starting April 13, 2020 are scheduled to play.

I have tickets to a performance between March 12 and April 12, 2020. What happens now?

All tickets for canceled performances will be refunded at your original point of purchase.

I purchased tickets through Ticketmaster.com or Ticketmaster via phone. How will I get my refund?

Your refund, including service fees, is being processed, and your credit card will be refunded automatically within 14-21 days. For any issues, please contact Ticketmaster at (800) 653-8000 and have your Ticketmaster Account Number/Confirmation Number handy. You do not need to retain your original tickets. Visit the Ticketmaster FAQ for more information.

Can I exchange my tickets for a performance at a future date?

We’d love to have you back! Since refunds are automatically provided on canceled performances, we unfortunately cannot provide an exchange for a canceled performance. But you can purchase new tickets for performances starting April 13, 2020 on Ticketmaster.com or at your original point of purchase.

I purchased tickets at the Box Office. How will I get my refund?

If you purchased at the Box Office with a credit card: your refund is being processed, and your credit card will be refunded automatically within 7-10 business days.

If you purchased at the Box Office with cash or a check: send a photo or copy of your tickets and your mailing address to [email protected] with the subject line “Box Office Cash Purchase Refund Request” so that we can process your refund.

I purchased tickets through the Lucky Seat digital lottery. How will I get my refund?

Your refund is being processed, and your credit card will be refunded automatically within 5-10 business days. When performances resume, you will be contacted about the possibility of extending your win to a future performance. For any issues, please contact Lucky Seat at [email protected].

I purchased tickets as part of a group. How will I get my refund?

Please contact your Group Sales Agent for more information regarding refunds and exchanges. Please retain your original tickets until you speak with the Group Sales Agent.

I purchased tickets at TKTS. How do I get my refund?

If you purchased at the TKTS booth, return there as soon as possible with your tickets and credit card in hand to receive a full refund. Contact a patron services representative outside, and they will guide you to the correct ticket window.

I purchased tickets through another sales channel. How do I get my refund?

If you purchased tickets through any licensed sales channel (including, but not limited to, Ticketmaster Retail Outlets, Broadway.com, Continental Guest Services, Broadway Inbound, TDF, etc.): please contact your original point of purchase for more information regarding refunds or exchanges. If you have your tickets in hand, please retain them for a refund or exchange.

I have tickets for the Al Hirschfeld VIP Room. How do I get my refund?

If you purchased your VIP tickets through Ticketmaster.com, your refund is being processed, and your credit card will be refunded automatically within 14-21 days. For any issues, please contact Ticketmaster at (800) 653-8000 and have your Ticketmaster Account Number/Confirmation Number handy. You do not need to retain your original tickets. Visit the Ticketmaster FAQ for more information.

If you purchased your VIP tickets through any other channel, please email [email protected] with the subject line “VIP Purchase Refund Request” so that we can process your refund. Please include your name, VIP ticket date and the last four digits of the card used to make the purchase.

I bought ticket insurance for a canceled performance. What do I do?

Please contact Allianz or your insurance provider directly to inquire about a refund for the cost of your ticket insurance.

What are your cleaning procedures for performances starting April 13, 2020?

You are a valued member of the Jujamcyn Theaters family, and we want you to feel safe returning to the theatre after this suspension period is over. Before we reopen, we are disinfecting all surfaces that can be touched in and around our theatres as part of our enhanced cleaning procedures. Additionally, we will have alcohol-based sanitizer dispensers for public use in all lobbies and backstage areas.

Can I buy tickets for a future performance?

Absolutely! Tickets for future performances of The Book of Mormon, Frozen, Hadestown, Mean Girls and Moulin Rouge! The Musical can be purchased on Ticketmaster.com, by phone at (877) 250-2929 or through a licensed sales channel. All Box Offices are currently closed.

How can I help those affected by the Broadway shutdown?

You can make a tax-deductible donation to Broadway Cares/Equity Fights AIDS’ COVID-19 Emergency Assistance Fund, which helps those onstage and behind the scenes get health care, emergency financial assistance and counseling during this time. Donate here

I can’t reach Ticketmaster.com Customer Service. Help!

As you can imagine, Ticketmaster is experiencing a very high call volume, and we appreciate your patience. You can reach Ticketmaster Customer Service by phone at (800) 653-8000, by email, or via chat in your “My Ticketmaster” account.

Other questions?

We’re here to help. You can email Jujamcyn Theaters customer service at [email protected].