Palo Alto Players 2020-21 Season
FREQUENTLY ASKED QUESTIONS

 

 

Updated July 2, 2020

This page will be updated with the latest information on the impact of COVID-19 and health and safety protocol for Players' productions. Please continue to check back for updates.

 

It is our sincere hope that we will be able to present our 90th season to you as planned, however the health and safety of our artists, staff, volunteers, and our patrons will always be our #1 priority as we move forward. Given the uncertainty, we will do our best to keep patrons updated about changes and mandates as they become available. Please understand that all performances are subject to change based on state and local health and safety protocol. 

 

We anticipate that you will have questions about ticketing and safety, so we have created a list of FAQs. Thank you in advance for your flexibility, patience, and understanding during this time.

 

Will audience capacity and seating be impacted?

Mandates on gatherings may require us to limit the number of people allowed in the theatre and/or change the seating assignments to meet social distancing requirements. Please be aware that if you have purchased season tickets, this could impact your subscribed seat location. Rest assured your subscribed seats will be saved in our system so that you can keep your seats season after season.

 

What happens if a show is canceled or postponed?

Health and safety orders may require us to cancel or reschedule in-person performances. We are working with our theatrical licensing house to acquire live streaming rights for the shows in the event we can’t have in-person performances. We have already confirmed streaming rights for An Act of God and Allegiance. Your ticket purchase will give you a pass to view the livestream of the performance if you are unable to attend in person. In the event of a cancelation that we are unable to live stream, you will be offered a credit voucher, the opportunity to donate your ticket price back to Palo Alto Players, or a ticket refund. If the performance is rescheduled, we will automatically move your ticket to the new date.

 

Will food and beverages be offered this season?

Our ability to offer concessions in our lobby may be impacted.

 

Will masks be required at performances?

We will follow state and local mandates, so you may be required to wear a mask to enter our theatre.

 

How will you keep audiences safe?

We will be strictly adhering to state and local health and safety protocols for cleaning and sanitation of the theatre and complying with all requirements for capacity limits and social distancing. We are also considering enhanced safety measures based on feedback from our patron survey.

 

What kinds of subscription options do you have this season?

We have two subscription packages this season. First, our traditional 5-show subscriptions, where seat rights are retained year-over year, reserving your place on the same date in the run, all season long. The other alternative is our FLEX subscription, which allows you to redeem for five seats, into any of our five 2020-21 productions. You can use all 5 tickets for one show, or space them out any way you choose over the whole season. You can also buy multiple FLEX subscriptions to more closely mimic a traditional subscription. FLEX subscribers will have early access to seat selection before single tickets go on sale to the general public but can redeem for seats as late as the day of the performance. The earlier you select seats, the better the choices; seating in a particular seat or for a particular date is not guaranteed. You can purchase your subscription online today or by calling our box office at 650-329-0891, Tuesday–Friday, 11am–4pm.

 

Are there subscriber benefits unique to the 20-21 season?

YES! We want you to get the most flexible—and enjoyable—experience possible as a subscriber. Both traditional and FLEX subscribers will have guaranteed seating if reduced audience capacity and socially distanced seating is required. All types of subscribers will have free and unlimited date-to-date exchanges (within a given production), plus unlimited show-to-show exchanges. (Preview performance subscribers can upgrade to another performance for a small additional fee.) All subscribers will have the option to view live-streamed productions (streaming rights permitting), plus access to exclusive virtual and live events throughout the season. And of course familiar subscriber benefits continue, like up to 35% savings off regular prices, early access to 20% discounted single tickets, and seat ownership for traditional subscription holders. 

 

What if I purchase a subscription but decide later I don’t feel safe?

If safety requires that we cancel or postpone a show, we’ll communicate clearly and quickly with you, providing options for your tickets. Just as we expect to remain flexible throughout the upcoming season, we ask for your understanding in the event changes must be made to keep you safe during the months ahead. We are also working with our theatrical licensing houses to acquire live streaming rights, so that you may watch the show from the comfort of your living room if you don’t feel safe attending the in-person performance.

 

If I don’t renew my subscription can I still keep my seats?

Sadly, no; you must renew your traditional subscription to keep your seats. Palo Alto Players’ continued operation depends on our subscriber base, and allows us to bring you high-quality shows year after year. Renewing your subscription is an investment in Players’ future. 

 

When must I make my renewal decision?

Normally, your renewal deadline for early bird prices would have been in late April. We have extended our renewal period to July 31, 2020. After that, prices will go up, your seats will be released, and they will be made available to other patrons. You can renew today by calling our box office at 650-329-0891, Tuesday–Friday, 11am–4pm.

 

I don’t feel safe until a vaccine is available. What options do I have?

We will not open our theatre doors until it is deemed safe to do so, but we also understand some will want to wait until a vaccine is available. With our FLEX subscription, you receive 5 tickets that you can use in any combination throughout the 20-21 season when you are ready to return or to access live stream productions. You can support Palo Alto Players while having the utmost flexibility in your ticketing options.

 

I have credits from canceled productions of Matilda and An Act of God from the 19-20 season. Where are they, and how can I apply my credits toward a future purchase

If you opted to receive credit vouchers for our canceled productions, we will mail a summary of your credits in late July, after our transition to the new ticketing system. Credits can be applied toward a traditional 5-show subscription or FLEX subscription for the 20-21 season. You can also apply these credits toward single tickets throughout the 20-21 season. You can complete your order by calling our box office at 650-329-0891, Tuesday–Friday, 11am–4pm.

 

When will you be mailing subscriber tickets?

We are excited to announce that we will be moving to a new ticketing system in July, 2020 to provide a better customer experience. All subscribers will be mailed printed tickets in late July from the new system. In the event you have printed tickets from our old system, please discard them–they will not be valid at the theatre.

 

What about subscriber Buddy Passes?

Subscribers who renewed by Sunday, January 26, 2020 qualify for one free Buddy Pass per subscriber seat, to be used for an additional seat to any show in the 2020-21 season. Early renewers will receive acknowledgement of their Buddy Pass(es) when season subscription tickets are mailed in late July. Call the box office to redeem your Buddy Pass for a seat–the earlier the better and no later than 48 hours prior to your desired performance date.

 

When will you be mailing a 20-21 season brochure?

Given the current circumstances, we don’t have the resources to print and mail a brochure at this time, however you can view our digital brochure here.

 

When do single tickets go on sale?

We will put single tickets to An Act of God on sale in early August. The remaining season will go on sale in October.