Help with my order
Prague Ticket Office is an authorised ticket reseller for classical concerts, opera, ballet, jazz, and cultural performances in Prague. Below you'll find answers to the questions our customers ask most often. If you can't find what you are looking for, our team is always happy to help. Contact us at tickets@viamusica.cz.
Tickets & Delivery
1. I have not received my e-ticket confirmation email. What should I do?
2. I accidentally deleted my e-ticket confirmation email. How do I get my ticket back?
3. I lost or damaged my printed ticket. What can I do?
4. Can tickets be sent by post?
5. Can I use a mobile phone to enter the event?
Ordering & Payments
6. My reservation expired before I could complete the purchase. What happened?
7. What payment methods does Prague Ticket Office accept?
8. Are there any additional fees when I enter the venue or at the meeting point?
Changes & Cancellations & Refunds
9. The event was cancelled. Will I get a refund?
10. The event has been moved to a different date or time. What should I do?
11. I can no longer attend the event. Will I get a refund?
Discounts & Special tickets
12. Do you offer discounts for children?
13. Are senior and student discounts available?
14. Do you offer group discounts?
1. I have not received my e-ticket confirmation e-mail. What should I do?
Please check your spam or junk folder first, as confirmation emails occasionally land there. If you still can't find it, contact us at tickets@viamusica.cz, and we will resend your e-tickets promptly.
2. I accidentally deleted my e-ticket confirmation email. How do I get my ticket back?
No problem. Write us at tickets@viamusica.cz with your name and event details, and we'll send you the confirmation email with your e-ticket attached.
3. I lost or damaged my printed ticket. What can I do?
Return to your confirmation email. Either print the e-ticket attached to e-mail directly or click the link inside to open our Customer Summary page, where you'll find the "PRINT ETICKET" option.
4. Can tickets be sent by post?
We issue tickets as e-tickets only; postal delivery is not available. Your ticket will be sent to your email address immediately after purchase, ready to print or display on your mobile device.
5. Can I use a mobile phone to enter the event?
In most cases, yes, though it depends on the event organizer. Where mobile entry is accepted, you'll see a clear note on the event page confirming this. If no such note appears, please bring your printed ticket along. When in doubt, printing is always a safe option.
6. My reservation expired before I could complete the purchase. What happened?
Once you reserve the tickets, you have 20 minutes to complete your purchase before the reservation expires automatically. This is a security measure to protect the availability. Simply return to the event page, select the seats again, and complete the checkout - have your credit card and contact details ready to keep things quick.
7. What payment methods does Prague Ticket Office accept?
We accept all major credit and debit cards. Payment is processed securely via an encrypted connection. No additional fees are charged at the point of payment.
8. Are there any additional fees when I enter the venue or at the meeting point?
No. The price shown on our website is final.
9. The event was cancelled. Will I get a refund?
Yes. If the promoter cancels the event, we will return the full amount you paid to the original payment method as soon as possible. You do not need to contact us. We will process the refund automatically.
10. The event has been moved to a different date or time. What should I do?
Your ticket remains valid for the new date. If the rescheduled time does not work for you, please contact us, and we will arrange a full refund.
11. I can no longer attend the event. Will I get a refund?
Under our terms of business - and in line with the EU Consumer Rights Directive (2011/83/EU) - tickets for live events are exempt from the standard 14-day withdrawal right. Refunds are therefore not available for personal cancellations. The refund policy only applies if an event is cancelled or significantly changed by the promoter, or changed to a new date which does not suit you. Please review our Terms of Business for full details.
12. Do you offer discounts for children?
For certain events, children under a specified age limit are admitted free of charge. This will be written on the event. In other cases, there are significant discounts for children - it depends on the event. Where a discount is available, it will appear as the ticket category in the booking process. If no discount is listed, only full-price tickets are available for that event. Please note that in some cases, very young children might not have their own seats and might have to sit on their parents' laps.
13. Are senior and student discounts available?
Selected events offer discounts for seniors (aged 65 and over) and for students. Where a discount is available, it will appear as the ticket category in the booking process. If no discount is listed, only full-price tickets are available for that event. The promoter might ask for a valid proof of eligibility (i.e., student ID or passport).
14. Do you offer group discounts?
Yes. Most events usually offer a 10% discounts for groups of 10 or more people. For more information, please visit our Group Discounts page.
