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Important Updates

Coronavirus (Covid-19) Update and FAQ

COVID-19 Update

July 16, 2020

The recent announcement made by the City of Philadelphia prohibiting large public events through February 2021 does not affect the activities of The Kimmel Center Cultural Campus. Our plan is to resume programming in January. The health and safety of all is our top priority during this time.

Currently, the Kimmel Cultural Campus remains closed following the guidelines of the Philadelphia Department of Public Health which advises residents against participating in social gatherings of any size during this "Yellow Safer-At-Home Phase."  As a result, hundreds of performances and events are being either canceled or rescheduled. All ticket holders will receive an email once plans are finalized. As you can imagine, our call volume is higher than normal, so wait times can vary. Please be patient with us during this time as we work with artists and producers to select dates and times, and allow extra time for responses. If possible, we recommend that you refrain from calling customer service unless it is absolutely necessary. All updated information will be posted on our website kimmelcenter.org as soon as the details are finalized.  

We know you have a lot of questions about performances and events, and we are working hard to provide answers as we navigate through these ever-changing circumstances. See below for some of our most Frequently Asked Questions (FAQs). 

 

Why is the Kimmel Center Cultural Campus closed?

With the health and safety of our guests, artists, staff, and volunteers top of mind, the Kimmel Cultural Campus remains closed following the guidelines of the Philadelphia Department of Public Health. We remain in contact with local and state health officials and will adjust our operations as the situation warrants. 

 

What performances were affected?

Many Kimmel Center performances and events are being postponed or canceled. We are currently working with producers and artists to reschedule hundreds of performances. Please be patient with us as we work to reschedule events. We will email you once plans are finalized. Please check kimmelcenter.org for the most up-to-date information. 

 

Are the free events like La Noche, Sittin’ In: Live Sessions, and PNC Grow Up Great also canceled?

Yes. All free events scheduled to take place in our venues on the Kimmel Cultural Campus have been postponed until further notice. These specific free performances will not be rescheduled, as they occur monthly, but will resume in the future.  

 

Do you think more performances will be canceled?

The health and safety of our guests, artists, staff, and volunteers are our top priorities. We are in compliance with The City of Philadelphia health officials and will continue to follow the orders of local, state, and federal authorities as guidelines for large gatherings are updated.  We will communicate new developments to our guests as soon as we can. 

 

How will I know if my postponed performance will be rescheduled or outright canceled?

Ticket holders for all impacted performances presented by the Kimmel Center, including Broadway Philadelphia, will be emailed, using the email address associated with the ticket purchase in our system, regarding the status of each performance as details are confirmed. This email will give a full update of new date/times and what actions you may take. Ticket holders for impacted performances by one of our resident artistic groups should refer to the question below.

 

How can I continue to stay connected to the arts during this time?

Visit our virtual stages! We invite you to stay connected by joining us and our Resident Companies on social media. You’ll see performance highlights, artist interviews, learning opportunities, and more – all available online from the safe comfort of your home. Click here to enjoy the arts virtually.

 

I have tickets for one of the resident artistic groups (The Philadelphia Orchestra, Pennsylvania Ballet, Opera Philadelphia, The Philly Pops, Philadelphia Chamber Music Society, The Curtis Institute of Music, or The Chamber Orchestra). How do I know the status of their performance?

Though we are all on the same Cultural Campus, our resident artistic groups have further information about their programming cancellations and ticket refunds on their individual websites. Please visit their websites for up-to-date information about their respective presentations:

 

I do not have access to, or do not know, the email address associated with my tickets. How can I know the status of my performance?

If you do not see our email communications, please keep an eye on our website for updates about a rescheduled date or cancellation. You can also update your email information associated with your account by reaching out to our Patron Services team at 215-893-1999 or patronservices@ticketphiladelphia.orgAs you can imagine, our call and email volume are higher than normal. Please be patient.

 

We won tickets at an event/giveaway. How do we get compensation or exchanges for them since we did not purchase and our email is not associated with them?

Since we do not have a name/email associated with your tickets to contact you, please keep visiting our website and your particular performance page for updates about a rescheduled date or cancellation. In the event the performance is canceled, or you cannot make the new date, we unfortunately cannot provide any compensation as your complimentary giveaway tickets have no cash value.

 

What happens if my performance is canceled?

If your performance is canceled, we will send you an email with details about your options. If your ticket was purchased at the Box Office with cash, hold on to your ticket until our buildings are reopened. You will then need to present your ticket in-person at our Box Office to exercise your options.

 

When can I expect to see my money refunded to my credit card?

Refund requests for canceled performances will be issued to the credit card used to purchase the tickets within 30 business days.

 

What if I can’t make the rescheduled date?

If you can’t attend the rescheduled date, you can contact Patron Services at 215-893-1999 or patronservices@ticketphiladelphia.org for your options.

 

I am a subscriber and I cannot make my rescheduled Broadway performance date. What are my options?

If you can’t attend the rescheduled date, you can contact Patron Services at 215-893-1999 or patronservices@ticketphiladelphia.org for your options.

 

What should I do with my physical tickets right now?

  • If your show is rescheduled, please hold on to your ticket as it will be honored on the rescheduled date.
  • If your show is canceled and you purchased with a credit card, please destroy your ticket as it is no longer needed, and the barcode is invalid.
  • If your show is canceled and you purchased with cash, please hold onto your ticket until our buildings are reopened. You will then need to return your ticket in-person at our Box Office  to exercise your options.

 

I called Patron Services, but was on hold for a long time or never got through. Is there somewhere else I can contact for answers?

Our Patron Services team is working very hard to communicate with all of our guests with questions in a timely and orderly manner. With 300+ events either rescheduled or canceled, you can imagine the influx of calls. Please be patient with us as we work through this together.

 

Will rescheduled 19-20 Broadway dates overlap with the new 20-21 Broadway season?

Yes, the new dates for the rescheduled 19-20 Broadway performances may overlap into the 20-21 Broadway season, but will not impact your subscription for either season.

 

Are Kimmel Cultural Campus buildings still open?

No. The Kimmel Cultural Campus remains closed following the guidelines of the Philadelphia Department of Public Health which advises residents against participating in gatherings of any size during this “Yellow Safer-At-Home Phase.”

 

Is the Kimmel Center parking garage still open?

No. As our Kimmel Center building is closed, the parking garage is also closed until further notice. 

 

I’m just really sad and disappointed that I will no longer get to see my planned performance that I was really looking forward to.

We completely understand, and honestly, we are just as sad as you. As presenters of the arts, we also look forward to performances coming to our Cultural Campus and are heartbroken that we are unable to bring the Philadelphia community together at this time. But never fear—the entire performing arts community is in this together and as creative minds, we cannot just sit still in times of uncertainty. We must create. There are so many ways to experience the arts at this time online -- from living room concerts, to livestreamed performances, social media collaborations, and more.  Don’t let not being able to come to the theater stop you from enjoying the transformative power of the arts. Join us on social media for #ArtHappensAtHome

 

If you continue to have questions beyond these FAQs, please reach out to our Patron Services team at 215-893-1999 or patronservices@ticketphiladelphia.org. Please be patient with us as we diligently work to cancel or reschedule 300+ events on our Cultural Campus.

 

And if you just want to connect in this time of separation, interact with us on all social media platforms using @kimmelcenter. We want to see what you are doing to celebrate that #ArtHappensAtHome, too. We, just as passionately as you, do want to bring the arts back to Philadelphia as soon as possible and will be counting down the days until our curtains rise again.

 

Please continue checking kimmelcenter.org for the latest updates, and we hope to have you back on our Cultural Campus again soon!

 

As a nonprofit performing arts organization that relies heavily on ticket sales to support our annual operations and free education initiatives, this pandemic will have a ripple effect that will significantly affect the livelihood of our Cultural Campus. Please consider making a gift to Kimmel Center and our resident artist groups to help support our mission through these challenging times. https://www.kimmelcenter.org/support-us/