Help and FAQ

1. Tickets not received/ lost
2. Order time limit expiration
3. I can´t print my ticket
4. Tickets via post
5. Event cancelled/ date changed
6. Refunds
7. Children´s tickets
8. Discounted tickets
9. Additional fees
10. Mobile tickets
11. Vouchers
12. Free seating concert
13. Best place to sit
14. Best time to arrive to a concert
15. I can´t find the concert hall
16. Contact us

 

1. Tickets not received/ lost

I have not received or I accidentaly deleted the confirmation email with e-Tickets. What should I do?
Please contact us and we will re-send you the e-Tickets.
I lost/destroyed/damaged my ticket. What should I do?
No problem! Go back to your confirmation e-mail. Here, you can either print your e-Ticket attached to the email, or click on "here" link that will take you to Customer Summary page where you will find the "Print e-Ticket" icon. By clicking on the icon you will have the e-Ticket ready for printing.


2. Order time limit expiration

I booked a ticket but I could not buy it due to order security time limit expiration. What is that?
After making a reservation you need to purchase the ticket within 20 minutes, otherwise your reservation expires. Simply go back to the concert, order tickets again  and complete the ordering process within 20 minutes. Please have your credit card and personal information ready to facilitate the order process and avoid order time expiration.


3. I can´t print my ticket

I do not manage to print the e-Tickets. What should I do?
Please make sure you have the Acrobat Reader or some other printing program installed on your computer. If not download here for free


4. Tickets via post

Can I receive my e-Tickets via post?
Unfortunately this option is not possible.


5. Event cancelled/ date changed

My event was cancelled. Will I get my money back?
If the promoter cancels the event, we will send you the full amount paid for the ticket back to the account you used for payment. We understand this must be inconvenient to you and we will send the payment back to your account as soon as possible.

My event was moved to another day or hour. What should I do?
If you are comfortable with the new time of the concert you don’t need to do anything. Your ticket is valid for the new time of the concert. If the new time is inconvenient to you please contact us and we will refund the amount you paid for the ticket back to your account.


6. Refunds

I bought a ticket but cannot go to the concert. Will I get my money back? 
Unfortunately, in such case, the refund is not possible.
The refund is possible only in the case when the event is cancelled by the promoter.


7. Children´s tickets

I want to go to the concert with my child. Do I need to buy a ticket for him/her?
Some events are free of charge for small children. In such case, this information is always written in the text of the concert, and you do not buy any ticket - the child will be allowed to the venue without the ticket. Please note, that in some cases, very small child may not have its own seat and will be seated on parent’s lap.


8. Discounted tickets

Senior citizen and student discounts. Am I eligible to a discounted ticket?
For some events, a senior discount is offered to persons over age 65. Student discount is often provided as well. In case such a discount is offered, it is given with the tickets price (if the discount is not mentioned, it is not provided and only the full price is valid). The promoter reserves the right to request a valid ID at the entrance to the concert hall, i.e. passport showing client’s right to the discount, or student ID in case of student discount.


9. Additional fees

Will I pay any additional fees when entering the concert hall?
No, the price you pay on Prague Ticket Office website is a final price.


10. Mobile tickets

Is it possible to attend the concert with an e-Ticket displayed on my mobile phone, iphone, tablet, etc.?
In many cases it is necessary to come up with a printed ticket, but more and more often the organizers accept tickets displayed on mobile phone. In case the organizer accepts a ticket on a mobile phone, you will find a notification that it is possible to come to the event with a ticket to the mobile phone below the photo of the event progamme. If this notification is missing, only printed tickets are accepted.


11. Vouchers

Vouchers
In case you purchased vouchers, it is necessary to have the printed voucher with you and follow the instructions given on the voucher and either change the voucher for a valid ticket at the box office of the event promoter, or at the door of the event venue.


12. Free seating concert

I have a free seating ticket. What does it mean?
In a nutshell, free seating works on first come, first served basis. We recommend to arrive at least 30 minutes prior to the beginning of the event. That way you have a better chance to get a seat you want. 


13. Best place to sit

Where is the best place to sit in a concert hall?
In case of the classical concerts, we recommend to get seats in the center of the concert hall or the church offering the best acoustic experience. Sitting in the first row need not always be the best option. This is also true for blacklight theatre performances where a greater distance offers better experience and overview. On the other hand, at chamber and jazz concerts small distance and seats in the front rows promise more intensive experience.


14. Best time to arrive to a concert

When should I arrive to the event?
With free seating tickets we recommend to arrive 30 minutes in advance. However, please note that it does not make sense to arrive an hour in advance. Most concert halls do not open until 30 minutes before the concert beginning. For events with seating reservations 15 minutes are sufficient, however if you are visiting a large concert hall, please come also 30 minutes before.


15. I can´t find the concert hall

I have never been to Prague. I am afraid I won’t be able to find the concert hall. What should I do?
Please check our list of venues. Select the venue you are searching for and you will find the address, the map and public transport info. If you are still uncertain about the location, call our hotline. We will be happy to help. 


16. Contact us

Do you still need some help? 
If you have any further questions please contact us and we will promptly respond to your request. 
Hot Line: +420 601 333 626 (10:00 - 20:00 CET)

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