Frequently asked questions

Why can’t I find an event on your website which I know is coming to FEstival Hall?

Rental clients (presenters) put on the majority of events taking place at the theatres. Their events are constantly being added to the web site, but only after the contracting processes are completed. They may occasionally publicize a show elsewhere before this process is complete, which is why you may have heard about it somewhere else first. Please continue to check the calendar on our website on a regular basis.

What is the on-sale date for the event I’m interested in?

On-sale dates are normally indicated within the event listing. Click on the name of the event for this information. Individual show producers may request different on-sale times to coordinate with national tours. Please check the calendar for details.

Does my child need a ticket? Can they sit on my lap?

All patrons entering the theatre must have a ticket. Babes-in-arms are children 12 months of age or younger. Please note: the baby will not have a seat and must be held on the parent or guardian’s lap. 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. If  children's tickets are available they must be purchased at the box office.

Are there discounts for children, infants, seniors, students or groups?

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

Is Festival Hall equipped for special needs?

Yes, wheelchair spaces and adjacent companion seats are available on the main level.

All washrooms are accessible and the theatres’ parking lots offer ample designated parking close to the entrances. Upon arrival and request, our staff will happily assist patrons with special needs. For additional information, please see Accessibility services below.

Accessibility services

Accessibility services tickets

Companion tickets: At a minimum, and based upon availability, you can purchase tickets for yourself and one guest to sit next to you. If required, you may also purchase tickets, based upon availability, for additional guests in close proximity to our accessibility seating sections.

Service animals

Festival Hall does allow all service animals into the auditoriums. When purchasing your tickets, please let our customer service agents know of any special requests required to ensure you and your service animal are seated in an accessible area.


We have endeavored to get funding for a lift or elevator in our front box office lobby to no avail.  in the meantime, we do provide assisted elevator service.  This door is located to the right of the box office entering the school from the parking lot.  An attendant is happy to assist those with wheelchairs, walkers, etc. to the theatre.  Please note it is a bit of a walk from the elevator to the theatre and this can be problematic for those unassisted by walkers ie. those using a cane.  If you'd like to take our main stairs from the lobby with your cane and require assistance, please advise the box office attendant and we are happy to provide volunteers to help you up the staircase at your own safe pace.  It is suggested that anyone having a mobility, visual or hearing impaired issue arrive at least thirty minutes prior to the performance so that we can have you settled with the least amount of difficulty for you prior to showtime.

Seat relocation

If you are a wheelchair user and obtain non-accessible tickets, please call our customer service agents at (613) 735-2182 in order to be relocated, whenever possible, to a designated wheelchair location. We always encourage patrons to notify our staff of any special seating requirements when purchasing tickets so that we may better assist you.

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) 735-2182 and, if possible, we will make the necessary arrangements for you to attend the event in a comfortable and enjoyable manner. When calling, please have the event, date, section, row, and seat available.


For individuals who have limited mobility, we have a wheelchair available to transport patrons from the elevator entrance to your seats. Upon arriving at the venue, please ask a staff member or usher for assistance. Please be aware that this wheelchair is intended for transportation only, and cannot be used for the duration of the performance. Additionally, our staff cannot stay with or be responsible for the patron using the wheelchair during the event.

Facility services


In accordance with provincial laws governing fire and safety regulations, every person must have a ticket in order to be admitted to a performance. This policy applies to everyone, including children and infants. Children under 12 months who can sit on their parent's laps will not have to pay for a ticket.  They will, however, be issued a complimentary ticket and this must be done in person at the box office. 

Some productions may, at the discretion of the renter/promoter and according to their contract, allow for reduced ticket prices for children or may prohibit young children from a production.

We welcome children old enough to enjoy the performance to all events. We would ask that out of respect for fellow patrons and performers that any children who are disruptive by way of crying, etc. be taken out to the gallery where a volunteer can assist you to find a quiet place to comfort your child.

Booster seats

Booster seats are available for use by both adults and children for every performance. Please ask Theatre staff for one if they are not already available in the Theatres’ lobbies.

Coat check

For most events, coat check services are available for a nominal charge. Please note that service availability is always dependent on the weather. Festival Hall is not responsible for lost or stolen items.


At most events in the mainstage theatre, patrons can purchase beer, wine, pop, juices and bottled water from our bar. Additionally, all beverages are now permitted inside the auditorium of both theatres. Snacks are available for purchase from our canteen.

Lost and Found

To inquire about the possible recovery of a lost item, please contact our administration line at (613) 735-2182. If you have lost an item while at an event, please speak to any theatre staff member for assistance.


Please refrain from parking on private property and private commercial property adjacent to the theatre.  We look forward to another parking lot becoming available on Pembroke Street!


Festival Hall is committed to providing a safe and enjoyable atmosphere. Any guest in need of assistance during an event should seek a theatre staff member or stop by the Box Office.


While Festival Hall does not provide a stroller check, we will always try to make accommodations for patrons with strollers. Please ask any of theatre ushers for assistance. Please note that Festival Hall is not responsible for any damaged, lost or stolen strollers as well as other items within the stroller.


While Festival Hall does not provide a walker check, we will always try to make accommodations for patrons with walkers. Please ask any of our theatre ushers for assistance. Please note that Festival Hall is not responsible for any damaged, lost or stolen walkers as well as other items within the walker.

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.

Ticket refunds

No refunds on postponed events as per what is printed on both online and printed box office tickets. Refunds may be issued for cancelled events.  You may sell your tickets privately, however, the new purchaser’s information should be transferred with our box office staff to ensure entry.

Lost tickets

If your tickets have been lost or stolen before the event takes place, please contact our box office  at (613) 735-2182 for further assistance.

Seating capacity

Festival Hall's auditorium has an approximate capacity of 520. 

Will Call ticket pick-up

Tickets that have already been purchased and will be picked up are available at at the Box Office.

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.

Theatre policies


For safety and as a courtesy to others, patrons cannot sit or stand in the aisles during the performance. Due to fire regulations, aisles should be kept clear at all times.


For most events, photography and recordings are not permitted during performances at Festival Hall. However, this policy changes based on the discretion of the artist(s) and is frequently unconfirmed until the day of the performance. Please listen to pre-show announcements indicating the specific event policy, or ask any theatre staff member or usher for clarification.

Cell phones and pagers

Patrons are asked to put their cell phones or pagers on silent or vibrate mode. We ask patrons to please refrain from texting during the performance.

Disturbance of other patrons

We ask everyone to please be considerate of other patrons. Any patron who interferes with the enjoyment of another individual during an event may be asked to leave the theatre(s) without expectation of ticket refunds. Theatre staff and volunteers have the right to refuse entrance and/or re-admittance to anyone.

Door opening times

Each person must have a ticket to enter. Doors to the lobby will open 1 hour prior to the performance, unless otherwise noted. Doors to the main auditorium open 30 minutes prior to the performance. There will always be a house manager on hand to answer questions and assist patrons. Latecomers will be asked to wait until a suitable break in the performance before entering the auditorium

Dress code

Festival Hall does not have an official dress code. Generally our patrons wear anything from jeans and t-shirts to formalwear. If you are concerned about what to wear to the show, we recommend that you come in business office or dressy-casual attire — you'll feel neither over-dressed nor under-dressed!

Emergency contact numbers

If you must be reachable in the event of a personal emergency, please set your cell phone or pager to vibrate. In consideration of others around you, we ask patrons to please exit the auditorium to make or take a call.

smoking, Food, drink Alcoholic beverages

Alcohol consumption in the balcony, on school property, backstage, parking lot, and outside front doors is STRICTLY prohibited and may result in charges and fines laid by the liquor inspector. Alcohol is sold only for consumption on the main level of the theatre and in the gallery/reception area.  Alcohol is sold by certified Smart Serve servers who have the right to ask for identification to verify legal sales. Under NO CIRCUMSTANCES may a person bring in their own alcoholic beverages.  

SMOKING, including vaping and marijuana, is strictly prohibited on all school and theatre property.

FOOD AND BEVERAGES purchased elsewhere are not prohibited in the gallery and theatre.  We have a canteen and concession available.

Inclement weather

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


Most performances include a 15 to 20 minute intermission. Please ask theatre staff for an update upon arrival.


Artist’s merchandise may be available for purchase at their show(s) in the lobby of the Theatre. All sales are by cash only.


Festival Hall is a scent-free environment. We ask guests to please refrain from the using and wearing of scented products when attending an event in our venue.


During a performance, we ask all guests to remain seated for its duration to provide the best view possible to all guests. Depending on the demographics of certain events (such as concerts), standing may be accepted 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 artists 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. Standing in the aisles during the performance is not permitted to comply with fire prevention bylaws, and may also result in ejection.