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Frequently asked questions
Welcome to the musicalvienna.at help center. Here you find some frequently asked questions and answers about musicalvienna.at.
Where can I buy tickets?
Box offices:
Theater an der Wien
Box office Linke Wienzeile 6, 1060 Wien
Monday to Saturday 10:00 a.m. - 06:00 p.m.
Evening box office:
1 hour before the start of the performance, as a rule from 06:00 p.m.
Kammeroper
Only open before performances:
1 hour before the start of the performance
Ronacher
The Ronacher has a bell for guests in a wheelchair - you will find it at a separate entrance, to the left of the main entrance.
Box office:
Monday through Sunday 02:00 p.m. – 06:00 p.m.
Sundays and public holidays on performance days 02:00 p.m. – 06:00 p.m.
Evening box office:
1.5 hours before the start of performance, as a rule from 06:00 p.m.
Sunday from 12:30 p.m., because the performance starts at 02:00 p.m.
Raimund Theater
The Raimund Theater has a bell for guests in a wheelchair - you will find it at a separate entrance, to the left of the main entrance.
Box office:
Tuesday and Thursday 02:00 p.m. – 06:00 p.m.
Sundays and public holidays on performance days 02:00 p.m. – 06:00 p.m.
Evening box office:
1.5 hours before the start of the performance
Sunday from 12:30 p.m., because the performance starts at 02:00 p.m.
Wien Ticket Pavillon at the State Opera
Barrier-free box office
Monday to Saturday 10:00 a.m. – 07:00 p.m.
Closed on Sundays and public holidays
Please note: For orders placed at the Wien Ticket Pavillon at the State Opera, a service fee of € 2,- will be charged to you.
Online:
Musical: www.musicalvienna.at
Opera: www.theater-wien.at
Phone:
+43 1 58885 111
Monday to Saturday from 08:00 a.m. to 08:00 p.m.
Closed on Sundays and public holidays
Payment by Credit card only
Please note: For orders placed via the Wien Ticket call center, a service fee of € 2,- will be charged to you.
Groups:
For any questions concerning group bookings of more than 10 people, please feel free to contact our Booking Office for MusikTheater an der Wien at opernkarten@vbw.at or by telephone at +43/1/58830-2903 and for Raimund Theater and Ronacher at sales@vbw.at or by telephone at +43/1/58830-1440.
How can I pay my tickets?
The following payment methods are available:
- online: credit card, instant bank transfer, VBW voucher
- at the VBW box offices and the Wien Ticket Pavillon at the Staatsoper: cash, maestro, credit card, VBW voucher
- at Wien Ticket Call Center +43 1 58885-111: credit card, VBW voucher
Please note: for orders placed via the Wien Ticket Call Center and the Wien Ticket Pavillon at the Staatsoper, a service fee of € 2,- will be charged to you.
Credit Card
We accept: VISA, MasterCard, American Express and Diners Club.
Buyer and credit card holder must be the same person! We reserve the right to refuse orders without further notice if credit card information does not match the buyer´s identity. The amount will be refunded automatically and the reservation expires.
Vouchers
We accept: VBW vouchers
I ordered tickets but I havent´t received a confirmation email. Has my order arrived?
You will get a confirmation e-mail within 5 minutes after your purchase. If not, please contact our Customer Service kundenservice@wien-ticket-service.at or call +43/1/58885-111 (daily from 8 A.M to 8 P.M). We check if your order has been received. Please tell us the event name, your name and your contact information.
When can I pick up my tickets at the evening box office?
Tickets will be ready for collection at the evening box office 1 hour prior the performance.
Tickets can also be collected with your booking number at the respective box offices during opening hours immediately after the order process.
What do I need to pick up my tickets?
To collect your tickets, you will need a confirmation number (invoice, confirmation e-mail) and an ID with official photo.
I ordered tickets in the webshop, but I havent´t received a confirmation email. Did my order arrive?
Please contact our Customer Service kundenservice@wien-ticket-service.at or call +43/1/58885-111 (Monday to Saturday from 8 A.M to 8 P.M). We check if your order has been received. Please tell us the event name, your name and your contact information.
I purchased tickets and can not attend the event. What can I do?
All ticket purchases are irrevocable and the return of tickets is non-refundable.
However, WIEN-TICKET offers a cancellation insurance in collaboration with the European travel insurance. A detailed overview of the Ticket Cancellation Insurance is available here.
If you have activated the ticket cancellation protection with your order and want to make a claim, you can report the damage here >>
The event for which I have tickets has moved or has been relocated. Unfortunately, I can´t attend the event at the new time, or at the new location. What can I do?
If you have purchased tickets through www.wien-ticket.at, WIEN-TICKET call center or WIEN-TICKET Pavillon at the Staatsoper send the original tickets with registerd mail to:
WT Wien Ticket GmbH
Attn: Customer Service
Hütteldorferstrasse 2f
1150 Vienna
WIEN-TICKET will seek a rapid remittance of the ticket price in consultation with the event organizer.
If you have bought your tickets at the VBW box offices, please return your tickets at the place of purchase. The ticket price will be paid back to you.
Information in case of cancellation/relocation is also available on www.wien-ticket.at under "Latest News".
The event for which I have booked tickets has been canceled. What should I do?
If you have purchased tickets through www.wien-ticket.at , WIEN-TICKET call center or WIEN-TICKET Pavillon at the Staatsoper send the original tickets with registerd mail to:
WT Wien Ticket GmbH
Attn: Customer Service
Hütteldorferstrasse 2f
1150 Vienna
WIEN-TICKET will seek a rapid remittance of the ticket price in consultation with the event organizer.
If you have bought your tickets at the VBW box offices, please return your tickets at the place of purchase.
Information in case of cancellation/relocation is also available on www.wien-ticket.at under "Latest News".
An event has been canceled / postponed / relocated. Why was I not informed?
Wien Ticket Service recommends to provide complete customer information to keep you informed if any change to the event occurs.
As a voluntary service WTS Wien Ticket Service GmbH may contact customers who have purchased tickets electronically by e-mail, phone, letter by SMS or by post for an event that has been cancelled, postponed or changed in any other way, provided that the customers contact details are available.
Wien Ticket Service is not obliged to inform ticket holders in case of cancellations, postponement or change of location .
I lost my tickets or they were stolen. Who can help me?
Tickets are like vouchers. If they are lost or stolen no replacement ticket can be issued (risk of abuse).
However, if you have booked a clearly identifiable seat, please contact our customer service at kundenservice@wien-ticket-service.at or call +43/1/58885-111 (weekdays from 9 A.M to 5 P.M). We will contact the event organizer and try to find a goodwill solution. Please understand that any goodwill solution depends only on the judgemen tof the organizer and WIEN-TICKET has no influence on it.
My credit card was charged with the wrong amount. What can I do?
Please contact our Customer Service kundenservice@wien-ticket-service.at or call +43/1/58885-111 (Monday to Saturday from 8 A.M to 8 P.M). Please tell us the booking reference number and your contact information. WIEN-TICKET will check the payment and promptly correct any error.
Can I return tickets?
All ticket purchases are irrevocable and the return of tickets is non-refundable. If you plan your visit a longer period in advance, WIEN-TICKET recommens a cancellation insurance in collaboration with the European travel insurance. A detailed overview of the Ticket Cancellation Insurance is available here
When can I buy standing tickets for musicals of the VBW?
Standing tickets can be purchased for all available performances in advance via our box offices.
Attention: For orders via the Wien Ticket Call Center and the Wien Ticket Pavillon at the Staatsoper, a service fee of 2, - € will be charged.
What does Stehplatz mean?
Stehplatzkarten are places on the second floor of our theater that have no built-in seats. Viewers can watch the performance while standing with a slightly restricted view.
How does the seat map work?
With the best seat booking at PRICE CATEGORIES, the best adjacent seats are automatically selected for you after you have entered the number of tickets in the desired category and clicked on the "Add to Basket" button.
As an alternative to "automatic best seat booking", we offer you an interactive SEAT MAP for ticket booking:
- If you want to select several adjacent seats in the SEAT MAP with one click, first adjust the "Number of Tickets" to the right of the seating plan using the drop-down menu (indicated by "+-").
- Click on the desired seat in the desired seating area (stalls: PARKETT or tier: RANG). Seats that cannot be booked are shown as a grey dot.
- After selecting the desired seats, these are displayed to the right of the seating plan under "Selected Seats". Here you can use the drop-down menu (labelled "˅") to select a discount that applies to you for the respective performance.
- Then click on the "Add to Shopping Basket" button and complete your purchase.
How does the mobile ticket work on the smartphone | Apple Wallet?
At selected events it is possible to select the desired delivery method Apple Wallet. After successful payment you will receive your ticket sent to the given email address.
This is possible until shortly before the start of the event - you are therefore not bound to any delivery and deposit times. In addition, you also save the shipping costs, because WIEN-TICKET does not charge a fee for this service!
Please note that mobile tickets from WIEN-TICKET use existing functions in Apple iOS. Other operating systems (Android, Windows, ...) may require additional software. For Android, for example, you can download PassWallet or PassAndroid to your smartphone.
The only one-time usable barcode on your mobile ticket on the smartphone | Apple Wallet is validated at the venue. When entering the event, the principle of first admission applies. This means that the ticket that is accepted first with its unique identification is the valid one. Subsequent tickets of the same identification are automatically canceled by the entry of the first ticket. Please keep your tickets safe and do not share them with third parties.
The FREE mobile ticket is NOT considered as a ticket of Wiener Linien.
How does print@home work?
print@home is the quickest and easiest way to get your theatre tickets and vouchers. When ordering ONLINE, the tickets and the voucher are available as a PDF for download - so you save on shipping costs at the same time!
Just like a conventional ticket, you can show the print@home ticket on your smartphone directly at the theatre entrance or print it out on DIN A4 paper - without queuing and without waiting at the evening box office!
How it works:
In the shopping basket, select "GRATIS print@home" as the shipment method. After successful payment, you will see the button "Ticket anzeigen", which you can use to call up the PDF and download or print it out. With the order confirmation, you will also receive your print@home ticket at the e-mail address you provided when booking. In addition, after logging into your account on musicalvienna.at, you can access your ticket at any time and from anywhere until the start of the performance in "My Account" (under "View purchasing data / print@home") and download or print it by clicking on the TicketID.
Please note: In order to be able to print the ticket, the programme "Acrobat Reader" must be installed on your computer in at least version 5.0 and can then be printed on any standard laser or inkjet printer with a clean typeface in colour or b/w, on DIN A4 paper. If you do not yet have the „Acrobat Reader“ programme, you are welcome to download it here free of charge.
The print@home ticket is just as secure as a conventional ticket. The tickets are registered individually at the entrance to the event by an access control system.
ATTENTION: Only one person can enter the venue once with a print@home ticket. It is therefore important to keep the print@home ticket safe and not to make the ticket or the link accessible to other people. In the case of copies or multiple printouts, only the first person can pass through the access control. The customer is liable to the organiser for ensuring that no multiple printouts or copies are made.
How does the e-ticket work?
If you choose the e-ticket delivery method, you will receive your tickets attached to your booking confirmation as a print@home ticket (PDF file) and as a wallet file.
Please do not forget to save ALL print@home tickets on your smartphone or import the wallet file on your smartphone to present them at the event.
You can also find your print@home tickets and the wallet file (duplicates) in your personal login area (‘My account’) under ‘View purchasing data / print@home’.
Further information on the print@home ticket:
The barcode on your print@home ticket, which can only be used once, is cancelled electronically at the event venue. Admission to the event is always on a first-come, first-served basis. This means that the print@home ticket that is accepted first with its unique identification is the valid one. Subsequent tickets with the same identification are automatically cancelled when the first ticket is admitted.
Please keep your print@home ticket in a safe place and do not pass it on to third parties. Please also ensure that the barcode is clearly legible by saving the PDF and not taking a photo of the print@home ticket. This will avoid delays in access control.
If you want to print out the ticket, the ‘Acrobat Reader’ program must be installed on your computer in at least version 5.0 and can then be printed out on any printer with a clean typeface in colour or black and white on A4 paper. If you do not have the ‘Acrobat Reader’ programme, you can download it here free of charge.
However, we recommend that you save the print@home ticket digitally on your smartphone and present it at the event, as this protects our environment.
Further information on the wallet file:
Please make sure to save ALL tickets in your Wallet app! Additional software may be required on Android OS. Download for example: PassWallet or PassAndroid
Last Minute Tickets
Tickets at € 15,- for pupils, students, trainees, military service personnel up to 27 years for Ronacher and Raimund Theater:
- from two hours to one hour before the performance starts online
- from one hour before the performance starts at the evening box office
Please note that these discounts only apply to our own productions at the RONACHER and RAIMUND THEATER. For external events, pricing is at the discretion of the respective organiser. (Allocation of tickets subject to availability).
Why do tickets in the same category cost different amounts at different times?
Our prices are based on supply and demand and vary depending on the booking situation.
In order to guarantee fair pricing for all groups of visitors, we at VBW work with dynamic prices. This means that we offer tickets and dates in our musical theatres at different conditions for all budgets. VBW also offers regular discounts on tickets for groups of 4 people, children and young people up to the age of 16 and senior citizens. The use of the cloakroom is also included in the ticket price. This reduces waiting times at the cloakrooms and makes a visit to the theatre even more convenient.
We are always interested in finding ways to improve our service. If you have any ideas or suggestions about how we could improve our services then please tell us.
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