frequently asked questions
Do you have a question that is not part of these 'frequently asked questions'? No problem! For other questions you can contact the UITbalie via +31 43 350 55 55 or via [email protected].
Can I choose my own seats?
You can choose your seats at most venues that have numbered seats. When you have selected the performance you want to order on our website, you can click the ‘Tickets’ button. If you click on this button, a seating plan will appear for seated events, where you can select your seats. Performances at external locations, such as the Sint Janskerk, Cellebroederskapel and Kumulus, are not seated. You can only select the number of seats for these performances.
How do I order wheelchair seats?
You can only make a wheelchair reservation via telephone. It is possible that we ask for the dimensions of the wheelchair. We request that you check the dimensions before calling us. All halls in Theater aan het Vrijthof and AINSI are wheelchair accessible. At external locations, we cannot guarantee accessibility.
The companion can accompany the wheelchair visitor free of charge on presentation of the official ‘attendant card’. If you are not able to come to the theater independently for any other reason and you have an ‘attendant card’, you can claim a free ticket for your companion. Please contact the UITbalie +31 43 350 55 55 or [email protected].
Our seat numbers are not consecutive, are we sitting next to each other?
For logistic reasons, the Papyruszaal is divided into an even (right) and odd (left) part. For example, if you have ‘Zaal left row 1, seats 1 and 3’, you are sitting next to each other.
Can I select multiple performances in one order via the website?
That is possible. After you have chosen your tickets and number of seats for a performance, you can click on the 'Continue shopping' button in step two of the ordering process: ‘Payment and delivery method’. You can then choose tickets for a different performance. These tickets will be added to your shopping cart, which also contains the tickets for the other performances.
I want to order tickets for adults and children, is that possible?
When you click on ‘Tickets’ at the desired performance, you can select your seats. After selecting your seats, you can choose the desired price type per ticket in the pop-up screen. For unseated tickets, you can easily choose how many tickets you would like for each price type.
Are there special children's prices and what is the age limit?
For youth and family performances, we use a children's price for children up to and including 14 years old. This price varies per performance.
I forgot to select a ‘child price’. What should I do?
As long as you did not complete the order, you can go back to step 1 of the ordering process: ‘Ticket and seat selection’. Here, you can remove the seat that has the wrong price type and then select the seat again. In the pop-up screen, you now choose the price type ‘Child’.
If you already completed your order, you can no longer change your choice. You purchased the tickets and your purchase is immediately processed in our system. In this case you can contact the UITbalie (ticket desk) on +31 43 350 55 55 or [email protected] to rebook the tickets to a different price type.
How do I pay for my internet order?
You can pay via iDEAL, Credit Card, Bancontact, Nationale Kunst & Cultuur Cadeaukaart, Podium Cadeaukaart, VVV Cadeaukaart, the Geniet Later VOUCHER or your refund credit.
How do I pay in the theatre?
We appreciate it when you use contactless payment methods (i.e. with debit card or mobile phone) as much as possible in our theatre. Contactless transactions have a positive effect on queues and will improve our service times.
Can I use Gift Cards / Theater Coupons when ordering tickets online?
Online, we accept the Nationale Kunst & Cultuur Cadeaukaart, Podium Cadeaukaart and VVV Cadeaukaart. You can pay with these tickets by selecting the desired payment method in the payment screen. Paper vouchers cannot be used when ordering tickets online. You can redeem paper vouchers at the box office in the theater.
How can I redeem my Podium Cadeaukaart online?
You can redeem your Podium Cadeaukaart directly on our website. Choose the performance you want to purchase tickets for. Choose for the option online payment and during step 4 'Confirmation', check your order information and click on 'Confirm'. Then, select 'Podium Cadeaukaart' as payment method.
You are asked for two codes: the card number and the PIN/security code. The first is clearly visible on the back of the card; the other is hidden behind a grey scratch layer. After you filled in the two codes, you click on ‘Redeem gift card’. If you have to pay an additional amount, you can simply do this via iDEAL, credit card or Bancontact. It is also possible to use multiple gift cards.
I have a Geniet later voucher. How can I redeem it?
You can redeem the code stated on your voucher via our website or directly at the UITbalie. If you buy tickets via our website, enter the voucher code at ‘Choose payment and delivery method’ in the field ‘Use credit code’.
You do not have to spend the total amount at once. You can check the current (residual) balance of your voucher and the validity in your online account or via the UITbalie +31 43 350 55 55 or [email protected].
How do I receive my purchased tickets?
It depends on the delivery method you select at ‘Delivery’ under ‘Payment and delivery method’. If you choose e-tickets, you receive the tickets immediately via a link in your email. You do not pay any transaction costs for e-tickets.
If you opted for delivery method by mail, you will receive the tickets at home. In this case, we will charge a one-off € 3 transaction fee (regardless of the number of seats). You will receive your tickets within 8 working days. If the performance takes place within 7 days, it is not possible to send the tickets via mail. In this case, you can choose the delivery method ‘pick up tickets at the box office’. You can collect the tickets at the UITbalie on the day of the performance. There are no extra costs.
If you create an account when ordering your tickets or already have an online account at Theater aan het Vrijthof, you can also view and download your tickets in your ‘My theater’ account. To access the ‘my theater’ account, click on the ‘doll icon’ in the menu of the website.
What does 'free drink included in ticket price' mean?
Starting this theatre season (2022-2023), most performances at our theatre will have a free drink included in the ticket price. This means that a drink (coffee, tea, beer, soda, wine) during a performance’s intermission is included. If there is no intermission, we will offer you a drink after the performance. It concerns all performances, except those postponed from the current season and those involved with festivals Musica Sacra Maastricht and the Dutch Dance Festival (NDD).
For family and youth performances, we will present a (festive) drink for children and coffee and tea for parents.
If a performance has a free drink included in the ticket price, this will be shown on your ticket, as well as in the service mail you receive 48 hours in advance of the performance.
What are the benefits of having an account at Theater aan het Vrijthof?
If you have an account at Theater aan het Vrijthof, you can view your orders and check and download your tickets at any time. It is also possible to view and change your personal information. You can also compile a wish list of performances you would like to see. Do you have a Geniet Later voucher or refund credit? Then you can redeem these credits via your account. You can create an account by clicking on the 'doll icon' in the menu of the website and choosing 'new account'.
I have lost / forgotten my tickets. What should I do?
If you have lost or forgotten your tickets, we will issue duplicate tickets. Please contact the UITbalie +31 43 350 55 55 or [email protected]. If you have ordered tickets online and have an account at Theater aan het Vrijthof, you can download your tickets again. To get into your personal online environment, click on the ‘doll icon’ in the menu of the website.
I already have an account, when do I need to log in?
If you click on ‘next’ in your shopping cart, you will enter step 3 of the ordering process: Identification. Here you can log in, create a new account, or continue without an account. Your personal data and your tickets will be visible in your account after logging in.
Payment with credit card is not successful. What should I do?
Check the credit card name, card number, credit card expiration date, and CVC code (the last three digits on the back of your credit card). This data is stored and is only used for this payment. At some banks, it is necessary to enter a pin code to initiate the transaction. If it still does not work, please contact the UITbalie +31 43 350 55 55 or [email protected], or get in touch with your credit card company.
When will the money be debited from my account?
When you pay by credit card, the amount of the purchase is debited from your account as you have agreed with your own bank. With iDEAL, the amount is debited from your bank account almost immediately.
Can I exchange or return my purchased tickets?
You can exchange or return your tickets up to 24 hours before the start of the performance*. We do ask you to let us know as soon as possible if you wish to exchange or return the tickets, so that we have the opportunity to resell the tickets.
- You can exchange your tickets for tickets to another performance, free of charge, unless tickets to this performance are more expensive. Then you will have to pay the additional costs.
- You can also have the value of your tickets transferred to your online refund credit in your ‘My Theatre’ account. This service is free. You can check the current (residual) balance of your credit and the validity in your online account.
- Prefer to get a refund? Then you pay a € 6 service fee per ticket (with a maximum of € 24 per transaction). For subscribers the service fee per ticket is € 3 (with a maximum of € 12 per transaction).
* Please note: Tickets for performances with a bus trip, the André Rieu 'terrasarrangementen' or in the series ‘Bij de Buren’ can be returned until one month before the date of the performance.
How can I exchange or return my purchased tickets?
If you wish to exchange or return your tickets, please contact us by phone or e-mail. If you wish to exchange or return your tickets at a time when we cannot be reached (i.e. evenings, or Sunday mornings), please e-mail us. We will contact you as soon as possible. It is not possible to exchange or return tickets after a performance.
I have registered for the waiting list of a performance, what’s next?
Theater aan het Vrijthof uses waiting lists for sold-out performances. Is the performance you would like to attend sold out? Then you can register for the waiting list on that performance’s webpage by clicking on the ‘waiting list’ button. If any tickets become available, we will contact the registered people in order of registration, by phone or email.
If we contact you for available tickets, we request you to decide within 24 hours if you want to purchase the tickets. If you are not interested in the tickets or we do not receive a response within 24 hours, we will contact the next person on the waiting list. We appreciate it if you contact us if you are no longer interested in a performance.
If tickets become available within 48 hours before the start of a performance, the waiting list will not be used and the registered people will not be contacted. Unfortunately, due to the short time before the start of the performance, this is not possible. If tickets become available within 48 hours before the start of a performance, the tickets will be available for purchase on our website or at the box office. So keep an eye on our website for sold-out performances that will take place within the coming 48 hours.
Where can I order a subscription for the concerts of Philzuid?
You can order a series subscription for the concerts of Philzuid via the UITbalie +31 43 350 55 55 or [email protected].
Why do I have to leave my address details?
Your address details are only required if you choose to receive the tickets by post.
Can I also book tickets by phone?
Telephone reservations are possible during opening hours (Mon. to Sat. between 12:00 and 18:00) on +31 43 350 55 55. Your reservation is valid for 10 days. If you have not confirmed your reservation after 7 days, you will receive a reminder email. After that, you have 3 days to pay.
I have a question that is not part of these 'frequently asked questions'.
No problem! For other questions you can contact the UITbalie via +31 43 350 55 55 or via [email protected].