Patron Services FAQ
Answers to frequently asked questions we receive:
ACCESSIBILITY
For information on theatre accessibility, including accessible seating, services for hearing and vision impaired patrons, accessible parking, and restrooms, please click here.
ANIMAL POLICY
Except for service dogs or special pet-friendly events, animals are not allowed in the theatre.
BAGS- PURSES, BACKPACKS, ETC.
Purses and small bags that can fit in the small space under the seat or comfortably in someone's lap are fine. Depending on security needs for a particular show, bags and purses may be searched.
CAMERAS
The use of cameras or other types of recording equipment is strictly prohibited.
CANCELLATIONS
For one night events, please check the event description for postponements or cancellations.
CELLULAR PHONES AND PAGERS
The ringing of cellular phones or pagers can be highly disruptive during a performance. These devices should be turned off or turned to vibrate mode while at the theatre. If necessary, a cellular phone or pager can be monitored by the Event Manager.
CHILDREN
Children under the age of six are encouraged to attend the theatres only for special children's events. Everyone entering the theatre must have a ticket. For the comfort and enjoyment of all guests, children who are disruptive to other guests will be asked to leave the seating area. Infants will not be allowed admission to Broadway performances.
THE DOWNTOWN IMPROVEMENT DISTRICT (DID)
The Minneapolis Downtown Improvement District is making Downtown a thriving and competitive environment for recruiting and retaining businesses, employees, residents and visitors by delivering clean, safe, green and better services that raise the standard of care and behavior in downtown. Learn more.
DONOR PROGRAM
Hennepin Theatre Trust Donors experience special benefits and have access to exclusive events while also supporting the Trust's education and community engagement programming, and the preservation of the State, Orpheum, Pantages and New Century Theatres. Learn more about becoming a Donor.
DRESS CODE
While our theatres have no specific dress code, we find that many of our patrons like to dress up to celebrate attending a special event.
EDUCATION
Hennepin Theatre Trust's education department strives to engage audiences of all ages through a variety of educational and outreach programs. Learn more.
EMERGENCIES
The telephone number for emergency messages is 612.339.7007, ext 450 for the State, Orpheum and Pantages Theatres. For the New Century Theatre, please call 612.455.9501. Emergency messages are delivered immediately during performances when seat locations are known. Persons expecting emergency messages are asked to leave their seat locations in advance with the calling party and with the Box Office upon arrival.
EXCHANGES
Tickets may be exchanged to another performance of the same show in person at the box office at least 24 hours prior to the currently scheduled performance. Exchanges are subject to availability and are assessed a $5.00 per ticket exchange fee. If the patron exchanges into a more expensive performance, they must pay the difference in ticket price. There is no refund for exchanging into a less expensive performance. There are NO exchanges on Group Sales or Comp tickets.
FIRST AID
First aid supplies are available at all theatres. Ask any usher for assistance. There is a security officer trained in CPR and First Aid on duty at every performance from the time the lobbies open until all guests have exited.
FOOD AND BEVERAGES
A variety of beverages including wine, beer and soft drinks and light snacks including cookies, are available for purchase in the theatre. No outside food or beverages are allowed in the theatre.
GROUP SALES
Bringing your group to the Hennepin Theatre District is easy! Our standard group minimum is 10-15 people, but may vary with each performance. Learn more.
HENNEPIN STAGES
Hennepin Stages has been purchased by Brave New Workshop. Please visit their website for more information.
HENNEPIN THEATRE TRUST
Hennepin Theatre Trust, owner of the historic Orpheum, State, Pantages and New Century Theatres, is an independent, non-profit organization dedicated to arts-inspired community cultural development. We achieve our mission by presenting a rich mix of live performances, creating inspiring arts education experiences and advancing a thriving Hennepin Avenue cultural district in downtown Minneapolis, Minnesota. The Trust’s activities include presenting Broadway touring productions and the related Broadway Confidential series, concerts, comedy, speakers and other variety entertainment plus educational initiatives including our SpotLight Musical Theatre and SpotLight Critical Reviewer programs for high schools, Teen Ushers, the Access Program and Family Day events.
LOBBIES
Lobbies are open to the public approximately one hour prior to showtime. Theatre seating traditionally begins 30 minutes prior to showtime.
LOST AND FOUND
Please notify any usher immediately upon discovery of lost or found articles. After a performance, you may call the Box Office at 612.339.7007.
MISSED SHOW POLICY
We understand that emergencies happen. If an extenuating circumstance arises and you are unable to make the necessary exchange arrangements prior to the show, please contact the State Theatre Box Office at 612.339.7007 or New Century Theatre Box Office at 612.455.9501 within 24 hours of your missed performance. Please keep in mind that you can only be relocated into another performance as long as the show is in town. Accommodations can only be made for the same show, based on availability, and not all shows may offer reseating options. No refunds will be offered for missed performances.
RE-ENTRY INTO THE THEATRE
Please see an usher if you would like to exit and re-enter the theatre.
RESTROOM LOCATIONS
Restrooms are located inside the ticketed area of each theatre, please see an usher for direction to the nearest restroom.
SEASON TICKETS
Season Tickets and flexible ticket package options are available for Hennepin Theatre Trust's Broadway series. Learn more.
SECONDARY TICKET MARKET
The State, Orpheum, Pantages and New Century Theatres use bar code scanning for ticket admissions. Ticketmaster is the ONLY authorized ticketing agent outside of the State Theatre and New Century Theatre Box Office. Hennepin Theatre Trust urges you to purchase tickets only through authorized vendors. Otherwise, you may be purchasing a ticket that is invalid and will be denied admission.
When you purchase through a broker or secondary market seller, you can not be assured that your seats will be correct, exchangeable or purchased at face value. Please bookmark our website at www.hennepintheatretrust.org. There are a lot of websites out there that look similar to the Hennepin Theatre Trust website but are actually ticket brokers. Only our website will give you the latest information and authentic tickets. Use of the secondary ticket market is at your own risk.
TicketExchange is Ticketmaster's online service that enables premium and fan-to-fan transactions. Only Ticketmaster can guarantee 100% legitimate secondary market tickets, because the tickets sold through TicketExchange are linked to Ticketmaster's barcoded ticketing systems. Learn more about TicketExchange.
SEATING
Guests arriving after the start of the performance will be seated at the discretion of management, in accordance to the wishes of the performing company. These times vary with each production. Please plan to allow plenty of time for parking.
SEATING CHARTS
View seating charts for the State, Orpheum, Pantages or New Century Theatre.
SMOKING
The State, Orpheum, Pantages and New Century Theatres and their lobbies are entirely smoke-free.
TAXIS
Taxi service may be requested through any usher or at the Box Office.
TICKETS
Tickets can be purchased in person at the State Theatre Box Office (Orpheum, State or Pantages Theatre shows only) or New Century Theatre Box Office (New Century Theatre shows only), by phone through the Ticketmaster Artsline at 1.800.982.2787, online through www.Ticketmaster.com or through authorized Ticketmaster outlets. Learn more about purchasing tickets.
WEATHER
In cases of inclement weather, most shows will go on as scheduled. Visit the event page for the show you are scheduled to attend or call 612.339.7007 for Orpheum, State or Pantages Theatre shows, or call 612.455.9501 for New Century Theatre shows for the latest updates.
