Patron Services FAQ
Answers to frequently asked questions we receive:
For information on theatre accessibility, including accessible seating, services for hearing and vision impaired patrons, accessible parking, and restrooms, please click here.
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.
The use of cameras or other types of recording equipment is strictly prohibited.
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 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 – unless otherwise noted by the production (details can be found on the event page listing). 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.
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.
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.
Hennepin Theatre Trust's education department strives to engage audiences of all ages through a variety of educational and outreach programs. Learn more.
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.
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 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.
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 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 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.
Restrooms are located inside the ticketed area of each theatre, please see an usher for direction to the nearest restroom.
SEASON TICKETS (BROADWAY)
Season Tickets and flexible ticket package options are available for Hennepin Theatre Trust's Broadway series. Learn more.
SECONDARY TICKET MARKET
Just a reminder that Hennepin Theatre Trust urges you to buy only from authorized ticket vendors for shows at our theatres. This not only ensures the best prices but also the best customer service.
Ticketmaster is the only authorized ticketing agent – in addition to our theatre box offices (and etix for shows at New Century Theatre). If you buy from a second party vendor, we cannot guarantee the validity of the ticket and you risk being denied admission, refunds and/or exchanges if it is found to be fraudulent.
Ticketmaster offers authentic fan-to-fan reselling of tickets online through TicketExchange – which will issue a unique barcode linked to Ticketmaster’s ticketing system.
If you’d like to avoid the convenience fees, please buy in person at the State Theatre box office Monday through Friday 10am to 5pm and Saturday Noon to 3pm.
To be the first to know about presales or on sale information, sign up for our weekly newsletter.
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.
View seating charts for the State, Orpheum, Pantages or New Century Theatre.
Our staff is committed to creating a safe and pleasant entertainment experience for all guests. Professional security personnel will be using metal-detecting wands and searching bags for prohibited items, so please plan to arrive at least 30 minutes in advance. Prohibited items include oversized bags, backpacks, weapons, selfie sticks, cameras with external flash, audio/video recording devices, outside food and beverages and more. Check here for a complete list along with our Guest Code of Conduct. If you arrive with any prohibited item, we will ask you to secure it elsewhere before entering the venue.
The State, Orpheum, Pantages and New Century Theatres and their lobbies are entirely smoke-free.
Taxi service may be requested through any usher or at the Box Office.
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 (Historic Theatres) or Etix.com (New Century Theatre) or through authorized Ticketmaster outlets. Learn more about purchasing tickets.
The State, Orpheum, Pantages, and New Century Theatres ban guns on the premises.
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.