You Are Here > The Irving Arts Center > Services > Box Office Procedures
|
BOX OFFICE HOURS: Tue.-Sat, 12 PM to 5 PM The Box Office will be open for “Will Call” and walk-up patrons one hour prior to each show start. Tickets for all events may not be available through the IAC Box Office. Call 972.252.2787 for information about events in the theaters and tickets currently on sale.Box Office Service Fees: $1.00 * per ticket. Service fees are non - refundable.*Some exclusions apply. Please ask a Box Office Associate for details.
GENERAL INFORMATION TopIrving Arts Center Box Office is located in the lobby of Carpenter Performance Hall and operates Tuesday through Saturday 12 PM to 5 PM. The Box Office may be contacted at 972-252-2787 (972-252-ARTS). All Clients renting the Irving Arts Center are required to use the Arts Center Box Office for their ticket sales outlet if an admission is charged for events. Charges for all Box Office services shall be set out in the Irving Arts Center Building Use Policies Rate Sheet and may be revised without notice at any time by the Irving Arts Board. All tickets processed through the IAC Box Office are subject to the appropriate service fee. TICKETING OPTIONS TopThe client
determines all types and prices of tickets that will be offered for sale
through the box office and determines whether the event is set up as
general admission or reserved seating. Once sales for an event have
started, ticket types and prices may not be added or changed. The
following ticket options are available: A single ticket is defined as any ticket printed or held resulting from an order taken over the phone, by internet, in writing, or in person by IAC personnel or by the client for a specific customer. All such tickets will be subject to the applicable service charge for ticket sales. All ticket orders received from patrons by IAC personnel during regular Box Office hours will be processed at the time they are received. Processing time for single ticket orders forwarded to IAC personnel from the client will be established by the Box Office Manager as each is received and will be subject to the appropriate service charges. “Pre-pulled”
tickets are defined as those tickets that are pulled in advance of
an event by the event producer for sale off-site. The Box Office
Manager will establish processing time for pre-pull requests as each
is received and each ticket will be subject to the appropriate
service charges. In this instance, the specified per ticket charge
for pre-pulls must be paid at the time the tickets are picked up by
the client. Any IAC generated tickets that have been pre-pulled for
off-site sales may not be returned to the system. These tickets and
the income collected for them will be the responsibility of the
Client.
For events
that are ticketed as General Admission, the client may choose to
pre-pull a specified number of tickets to sell at an off-site
location(s). If the client wishes to sell pre-pulled general
admission tickets as part of their Night of Show Box Office
operations, the applicable service fee must be added to the
purchase price of each ticket by the client and collection of
payment is the sole responsibility of the client. The client must
handle such sales themselves and be prepared with a cash bank to
make change. Once the client has sold all available pre-pulled
tickets, the IAC Box Office will begin selling the remaining unsold
seats.
It is not possible for a client to pre-pull any of the house for reserved seating events. Internet sales maybe made 24 hours a day and event tickets are removed from internet on-sale status two hours prior to the start of an event. All internet sales are held at the Box Office for pick up at the “Will Call” window prior to show start. Client Sales outside the Box Office Top If a Client, in consultation with IAC staff, determines that tickets will not be available for sale at the IAC Box Office, the Client is required to provide the following information that can be given to patrons requesting information and/or tickets: Contact Name - should be a knowledgeable person with authority to make decisions. ·Phone Number - should be answered during daytime hours or at least have a message specifically referring to the event. ·A brief description of the event that includes highlights and length of performance. If a client chooses to contract with an outside ticket service, all arrangements for Night of Show Box Office access must be made prior to the event contract execution and are subject to approval by the IAC Box Office Manager. Client Sales through the IAC Box Office Top All IAC generated tickets will be printed on IAC ticket stock. Resident clients may select an option to have applicable service fees withheld from sales proceeds. Tickets sold for Non-profit and Commercial clients will include applicable service fees as an add-on to the established face value of the ticket. In all cases, service fees for pre-pulled and complimentary tickets are the responsibility of the client. If a client chooses the IAC Box Office as their ticketing source, all marketing materials produced for contracted events must include the correct IAC Box Office phone number (972.252.2787), hours of operation and the IAC logo. The logo is available on disk or in a hard copy format. A Ticket Order Agreement must be completed for all events ticketed through the IAC Box Office and the event contract must be signed before tickets may be placed on sale. A client’s failure to sign and return the event contract or pay any balances due in a timely manner will result in removal of the tickets from “On-Sale” status. Once the agreement is signed, and as long as the client is not in default under this agreement, IAC will make open tickets available for sale during normal business hours. Method of Payment TopIAC Box Office accepts the following methods of payment: Cash, Check (TX Driver’s License required), MasterCard, Visa and Discover. All phone requests for tickets must be paid by MasterCard, Visa or Discover, with purchases being charged at the time the order is taken. Approved Resident clients only: exceptions will be made for season ticket patrons with Vouchers or Flex Coupons. Phone requests for tickets by patrons holding season tickets will be processed and marked with the number of Vouchers or Flex Coupons due and will be placed with the ‘Will Call’ tickets held at the IAC Box Office for pick-up. Top All tickets are sold “No Exchange, No Refund,” however IAC reserves the right to exchange or refund tickets as necessary to insure a consistently high standard of customer service. Service fees are not refundable under any circumstances. Cancellation Policy TopA client’s rights to receive ticket proceeds are subject to the senior rights of customers to receive refunds for cancelled or postponed events. The client shall promptly advise the IAC and the public regarding any postponed or cancelled event. IAC will make refunds, minus service charges, only for tickets sold out of the IAC box office. IAC may withhold proceeds due to the client’s failure to make such refunds. The Client shall pay IAC on demand a sum equal to all refunds made by IAC, less monies otherwise payable to the client that IAC has used to make such refunds. If IAC determines in good faith, based on information from any public authority or other party, that there is a reasonable possibility any event may not timely take place as advertised, or if the client is in default under the Irving Arts Center Facilities Use Agreement, IAC may, at its option, stop any preparation of tickets on the system until IAC receives satisfactory information that the event will take place as advertised and any such default has been cured. NIGHT OF SHOW BOX OFFICE TopIf the IAC is ticketing the event, the IAC will staff the Box Office sales window and collect all monies for sales and the client must provide two persons to handle “Will Call” tickets. The Client’s Box Office staff/volunteers should plan to be set-up and ready one hour prior to curtain. Clients who fail to provide prepared Box Office staff for each contracted event will be notified in writing of such failure. After three such warnings, the client will be required to pay the prevailing labor rates for such personnel to be hired by the Arts Center to staff the Box Office for all future rentals. The IAC Box Office Manager will work with the client to arrange for training of client’s Night of Show Box Office staff. IAC staff will run the ticket sales window for Night of Show sales using the Ticketing System. Set up for the Night of Show Box Office must be determined between 12 to 8 weeks prior to the event during the required meeting with the Event Supervisor(s), Box Office Manager and Technical Theater Coordinator to allow enough time to schedule training and/or ticketing system preparation. (See Chapter 10, Section 4, Contract Procedures for timeline.) The client is responsible for providing all ushers and ticket takers. IAC staff will work with the client to arrange for training of client’s Night of Show ushers and ticket takers and to determine the number of ushers needed for each event. IAC will provide an Event Supervisor to oversee client, staff, volunteers and caterer in using the facility and the equipment. Clients who fail to provide the required number of ushers for each contracted event will be notified in writing of such failure. After three such warnings, the client will be required to pay prevailing labor rates for such personnel to be hired by the Arts Center for all future rentals. Processing Payments from Patrons Top The IAC charge card authorization system is for IAC ticket sales use only. Clients who wish to accept credit cards for Night of Show sales must provide an extra volunteer in the Box Office to facilitate charge sales or limit Night of Show purchases to Cash and Check only. The client may provide an authorization system or may use the IAC system. The IAC can provide a data transmission line for groups who wish to provide their own charge card authorization system. The IAC charge system is not available for sales of items other than tickets. Distribution of Payments to Clients Top Box Office receipts will be returned to the name and address on the event contract. Checks will be made payable to the organization listed as the contract holder. Cash and check receipts will be paid every two weeks, with all cash and check receipts due to the client being paid within 30 days following the event. MasterCard and Visa receipts will be paid within 90 days of receipt by the Arts Center. Approximately 3% of the total MasterCard and Visa receipts and any applicable service fees will be deducted prior to distribution. These fees are subject to change by the Irving Arts Board without notice. ‘Will Call’ Ticket Procedures Top The Client will be given the ‘Will Call’ tickets upon arrival. Any ‘Will Call’ tickets that are marked as paid by MasterCard or Visa will need to be signed by the patron to verify receipt of the tickets. The signed header tickets (with the patron’s name and address and method of payment) must be returned to the IAC Box staff on duty when the NOS Box Office is closed. These header tickets will be held for 120 days to resolve any disputed charges.
Placing Tickets on Sale TopThe Box Office will provide the client with a Ticket Order Agreement to be completed and submitted along with the Event Information Sheet 12 weeks prior to event. Single tickets for events should be available for sale a month prior to the event. Please note: No tickets may be placed on sale until the contract for the event is signed and all unpaid balances and deposit amounts are paid. Failure to pay the total amount due for the rental agreement by the times specified by IAC Building Utilization Policy may result in the removal of the event from “On Sale” status. IAC Box Office can only sell tickets built on the IAC computerized ticketing system. Any of the client’s authorized representatives is authorized to deal on behalf of the client with all matters related to this agreement. IAC may accept oral and/or faxed instructions from any such authorized representative, and IAC will have no responsibility for doing so if IAC believes in good faith that the communication is genuine. IAC, in its sole discretion, may require written instructions. REPORTS AVAILABLE TopThere are reports available for clients using the IAC Box Office services. During the required pre-event meeting, the client and Box Office Manager can discuss the type and frequency of the reports desired by the client. RESIDENT CLIENT SEASON TICKET ORDERS TopThe IAC Box Office manager is available for consultation with Resident clients during the process of pricing the house and making revenue projections. The Ticket Order Agreement must be fully completed and submitted to the Box Office before the season can be built on the ticketing system. Allow four weeks for a season to be built and a proof to be returned to the client for approval. Once a proof has been approved, the Box Office will begin processing season ticket orders. The Box Office Manager will establish processing time for orders as each is received and will be subject to the appropriate service charges. Reserved Seat Season Ticket Orders TopIf season tickets are seat assigned by the client, IAC will collect season subscriptions at the IAC Box Office and forward the orders and payment to the client. (The IAC Box Office will not process payment, unless the Box Office has been given the authority by the client to assign seats.) After the client assigns seats to the patron, orders can be delivered to IAC Box Office in writing and tickets will be pulled. The Box Office Manager will establish processing time for orders as each is received and will be subject to the appropriate service charges. Once processed orders and tickets are returned to the client for mailing, the client should check the tickets and insure that the correct tickets have been pulled before mailing to patrons. Every effort is made to process all orders accurately, but in the case of a problem or error, corrections and reprints will receive the highest priority. General Admission Ticket Orders TopIf season tickets are unassigned (General Admission, Flex Coupons, Vouchers, etc.) they can be processed as they are received in the Box Office. In either case, all applicable service fees will apply and the pulled tickets will be returned to the client for mailing. Accessibility services TopThe facilities of IAC are accessible to persons who are disabled as required by the Americans with Disabilities Act (ADA). For persons that have difficulty in communication by speech over the telephone, IAC Box Office is equipped with a TDD to communicate directly with persons with hearing or speech impairment. The IAC recommends that a patron’s initial contact with the Box Office be through the use of the free statewide signal to voice translation service, known as RelayTX. RelayTX may be accessed at 1-800-735-2989. (REL-AYTX.) In planning for a reserved seating event accessible seats will be for those that request them. It is also necessary to hold seats around the wheelchair positions to provide for companions for persons in wheelchairs. These companion seats may also be used if the wheelchair patrons do not plan to sit in their wheelchair. These areas are accessible through the use of elevators or ramps. Accessible Seating: Carpenter Hall: Row E, Row S, Row AA & Box B -- NO STAIRS Top
Dupree Theater: Row F NO STAIRS Top
Irving Arts Center also has assistive listening devices that are available to patrons for any performance held in the Carpenter Performance Hall or in the Dupree Theater. These personal receivers are stored in the Coat Room adjacent to the Box Offices and are then given out through the Box Office. There is no charge for the use of these receivers. Patrons will be asked to surrender a Driver’s License or state issued ID as deposit and to choose between headphones, a single earbud, or an induction loop. It is the responsibility of the client’s box office staff distributing the equipment to inform the Front of House Supervisor. They will in turn notify the Audio Technician and request a system sound check. Following the performance the patron’s Driver’s License or state issued ID is returned in exchange for the equipment. |