FAQs and policies

Accessibility services

Accessible seating

Shenkman Arts Centre has accessible seating locations, with seating available for patrons using mobility devices, as well as for those accompanied by support persons. Accessible seating for those with visual, auditory or mobility disabilities are also available, upon request. To purchase tickets for accessible seating, please contact our call centre at 613-580-2700.

If you have purchased tickets for seats that are not accessible to you, please contact a customer service agent at 613-580-2700 to explore possible accommodations.

Accessibility features at our facility

At Shenkman Arts Centre, all exterior doors are equipped with automated openers. Upon arrival, please let our staff or volunteers know if you require any assistance.

All washrooms have accessible stalls and there is an accessible, gender-inclusive/ family washroom located on the second floor. There are also some accessible parking spaces located at the back entrance of the Shenkman Arts Centre, off of Brisebois Crescent.

Assistive listening devices

Assistive listening devices are available to patrons, upon request. 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 system at Shenkman Arts Centre is a FM Transmitter (216Mhz). The headphones work as a normal stereo headset and attach to a small handheld radio. The FM system connects to microphones off stage. These can be accessed at Guest Services on the second level.

Service animals

Shenkman Arts Centre welcomes all service animals into our auditoriums. When purchasing your tickets, please let our customer service agents know of any required accommodations to ensure you and your service animal are seated in an accessible area.

Elevators

There are two elevators at Shenkman Arts Centre, one on the north side of the facility and another on the south side of the facility.

Temporary disabilities

If you have a temporary disability or 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 accessible manner. When calling, please have the event, date, section, row, and seat available.

Mobility devices

While Shenkman Arts Centre does not formally check mobility devices, such as walkers or rollators, we will always try to accommodate our patrons with their mobility devices. Please ask any of our theatre staff or volunteers for assistance. Please note that Shenkman Arts Centre is not responsible for any damaged, lost, or stolen mobility devices, as well as other items stored within the device.

For more information on Shenkman Arts Centre and the City of Ottawa’s Accessibility policy and commitment to our residents, visitors and employees, please visit the Accessibility at the City page on ottawa.ca.

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Facility services

Bank machine

For your convenience there is a bank machine available in the Lower Lobby. If you experience any issues or difficulties with the machine, please contact the number listed on the machine.

Baby change facilities

The Centre provides a baby-changing table in the Lower Lobby restrooms.

Booster seats

Available for every show, these seats are made of durable plastic and can make the theatre experience more enjoyable for adults and children. A limited number of seats are available.

Coat check

Coat Check services are available for a nominal charge for most events. Please note that service availability is dependent on the weather. The Centre is not responsible for lost or stolen items.

Concessions

If you are looking for a snack at an event, please stop by our vending machines to purchase candy, soda, and bottled water. At most events, you will be able to purchase water, pop, beer and wine at our bar. Food is not permitted in the seating area. Drinks (including alcohol) are permitted in the seating area.

Lost and found

Please contact Guest Services at 613-580-2787 to inquire about the possible recovery of any lost items. If you realize you have lost an item while still at the event, please speak to any staff member for assistance.

Parking

Ample free parking is available at Shenkman Arts Centre. View our parking map.

Security

Shenkman Arts Centre is committed to providing a safe and enjoyable atmosphere. Any guest in need of assistance during an event should seek a staff member or stop by Guest Services.

Strollers

Shenkman Arts Centre does not provide a stroller check. However we will try to make accommodations for you. Please ask any of our ushers for assistance. Please note that Shenkman Arts Centre is not responsible for any damaged, lost or stolen strollers or other items.

Walkers

Shenkman Arts Centre does not provide a walker check. However we can try to make accommodations for you. Please ask any of our ushers for assistance. Please note that Shenkman Arts Centre is not responsible for any damaged, lost or stolen walkers or other items.
 

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Ticket services

The ticket prices listed on this website include the full ticket price, applicable taxes, processing fees, and a capital renewal fund fee. Ticket delivery fees are charged at time of purchase on the ticketing website.

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.

Ticket fees

The centre promotes all-in pricing which includes:

• Ticket price
• Taxes
• Box office processing fee
• Capital renewal fund fee

Ticket discounts

Some shows offer discounted ticket prices for children (12 and under), students and seniors (65+). Pricing is decided by the presenter. Refer to each show description for discounts – they will be listed in the ticket prices for that event.

Ticket refunds

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

Ticket pick-up

Tickets may be picked up at Guest Services (second level) at Shenkman Arts Centre. Please bring valid photo ID, the credit card used to purchase the tickets with and your confirmation number.

Lost tickets

If you have lost your tickets or they have been stolen before the event takes place, please contact our Box Office at 613-580-2787.

Seating capacity

The seating capacity of Harold Shenkman Hall is approximately 500; however, this capacity does change depending on the requirements of the event. The Richcraft Theatre’s capacity varies depending on the event, but can seat up to 150 people.

Where to sit?

Follow this link for a seating map of our Harold Shenkman Hall. For most events specific seats may be selected from the seat map online. When ordering tickets over the phone or in person we will try our best to seat you in a requested area whenever possible.

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Theatre policies

Aisles

For safety and as a courtesy to other ticketholders, please do not sit or stand in the aisles. Aisles should be kept clear at all times.

Alcohol management

For most events at the theatre, alcoholic beverages are available for purchase. Our staff is trained in the provincial Smart Serve Training program for responsible alcohol service. All guests appearing to be under the age of 30 may be required to show ID to purchase alcohol. Guests are not permitted to bring outside alcohol into the centre, and may not leave the premises with alcohol purchased from the centre. Alcohol purchased at our bar is permitted in the theatres. Management reserves the right to refuse the sale of alcohol to any guest.

Cameras

For concert events, the policy on photography is at the discretion of the artist. For family events cameras will be permitted, however we ask that you please refrain from taking photos during performances as this may be distracting not only to the performers, but your fellow patrons as well. Video cameras and recorders are strictly prohibited. This policy will be enforced.

Cell phones and pagers

Cell phones and pagers must be set to silent or vibrate mode. Please refrain from texting while in the theatre unless the performer has specified otherwise.

Children and 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 or 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 or guardians, to leave the theatre.

This decision is determined by Ontario Fire Code regulations which state that everyone attending a performance must have an admission ticket and an assigned seat. This policy is in line with industry standards across Canada. This measure is taken to ensure the approved seating capacity of the auditorium is not exceeded and for the safety of all guests.

Disturbance of other patrons

Please be considerate to other patrons. Any guest who interferes with the enjoyment of another individual during an event is subject to removal from the building. Theatre staff and volunteers have the right to refuse entrance or ask someone to leave.

Door opening times

Doors for events at the theatre open a half-hour prior to event start time.

Dress code

The Theatre does not have an official dress code. When you attend, you will likely see people wearing anything from jeans and T-shirts to formal wear. If you are concerned about what to wear to the theatre, we recommend that you come in business office or dressy-casual attire; you’ll feel neither over-dressed nor under-dressed.

Emergency contact numbers

The best way to be contacted during an emergency is to set your beeper or cell phone to vibrate. Please be sure to leave your seat location information with your babysitter, as the theatre will not page ticket holders during an event.

Food and drink

Food is not permitted in the auditorium. Bottled water is permitted. For licensed events, alcohol is also permitted.

Inclement weather

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

Intermissions

Most performances over 60 minutes in length will include a 15 to 20 minute intermission.

Merchandise

Many events at the theatre have merchandise for sale. Sales are by cash only. There is a bank machine in the lower lobby for your convenience.

Scents

Shenkman Art Centre is a scent-free environment. We ask patrons to please refrain from the use and wearing of scented products when attending an event in the centre.

Standing

During performances we ask all guests to remain seated for the duration of the performance. Standing may be accepted for certain events (such as concerts) 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 entertainers 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.