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Frequently Asked Questions
A: The steps you will generally have to follow to complete an order are as follows:
i. Select a show, tour, dining option or workshop ii. Complete your personal details and submit your request iii. Payment and Dispatch i. Select a show, tour, dining option or workshop for your group From the calendar on the Book Now page, select the total number of tickets and the date and time required. For shows, select the seating category and price range. For sightseeing options, please select the number of adult and child tickets required. ii. Complete your personal details and submit your request Once you have submitted your request electronically, our Group Department will monitor your request, and issue a confirmation that your request was approved in no more than 48 hours. Your confirmation will act as your group's contract for the event(s) you have requested, and will clearly outline the payment process and payment due date for each event. In the event that a theatre, restaurant or tour is unable to confirm your request, you will be contacted immediately by a member of our Groups Department, who will be able to offer alternatives that may be of interest to your group. iii. Payment and dispatch Keith Prowse must receive your payment by the Payment Due Date assigned on your group's contract. We will dispatch your tickets using the delivery method you have selected on your group's contract. top
A: Members of our dedicated Groups Department are available to assist with queries at any point during the process of booking a group. Please simply email nygroups@keithprowse.com or call (800) 669-7469 to speak with a representative from 9am - 6pm EST.
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A: By submitting a request, you are not obligated to the purchase. Upon confirmation of your request, you will be issued a contract that will clearly define the due date for your confirmed request. Until payment is made, you are not obligated to purchase the tickets, tour, dining option or workshop that you have requested. Once payment has been made to Keith Prowse, all sales are final.
From time to time, groups find that they must cancel or reduce after payment has been applied. In such instances, Keith Prowse, however, is renowned for its customer service, and will endeavor to resell any top Q: If I haven't received an email confirmation of my request, how may I track the status of my request?
A: We do not currently allow you to check transactions online. Please email nygroups@keithprowse.com or call (800) 669-7469 to check the status of your request.
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A: New York theatre groups do not typically incur a service fee. Exceptions to this rule apply for Saturday evening and select Friday evening and holiday performances. London group rates may include a maximum service fee of $9.50 USD per ticket.
A restoration fee or facility fee ranging from $1-$1.25 is also assessed by many Broadway theatres. This fee is payable directly to the theatre, and is included in all pricing displayed on this website. Please note: The prices that appear on this website for the selected date/time of the performance of your choice, as well as any sightseeing, includes any applicable service fee. top
A: Payment policies and due dates vary widely by venue. As a rule, payment for Broadway shows are due 3-4 weeks after a request is confirmed. Payment for Off-Broadway shows is typically 4 weeks prior to the performance date.
A due date will be clearly outlined on your confirmation contract. Payment must be received by this date, or your order may be cancelled by the theatre. Should you require extra time to collect payment from your group, we may request an extension on your behalf. Please bear in mind that this request will be granted at the sole discretion of the venue. top
A: We accept payment in the form of business/personal check, cashier's check, money order or credit card. Checks should be made payable to Keith Prowse. Please note that any orders paid by credit card will incur a 3% surcharge for processing the card.
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A: Should you choose to pay with a credit or bank card, your account will be debited by 'Keith Prowse.' Please note that credit and bank card payments will include the 3% processing fee.
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A: Please check your tickets carefully upon receipt. Should you find any discrepancy in performance date or time, we ask that you notify Keith Prowse immediately, as alterations may not always be possible.
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A: Upon confirmation of your request, we will ask you to choose a method of delivery for your order. We will send your tickets via DHL for a one-time $15 fee, or you may advise us to send your order using the account number of your preferred delivery service (DHL, FedEx or UPS).
For all off-Broadway shows, tickets will be left at the theatre box office for collection between 30-60 minutes prior to the performance. If there is not sufficient time to deliver your tickets via a courier service, you may pick the tickets up at our office, conveniently located in Times Square: Office Address 234 West 44th Street Suite 1000 New York, NY 10036 Hours: Monday to Friday 9am-8pm EST Please enquire for weekend pickup options. top
A: Most theatres can offer seats with wheelchair access, however you generally cannot book these online as we want to ensure you get the correct seating for your needs. Please email nygroups@keithprowse.com or call (800) 669-7469 to ensure that all patrons' needs are sufficiently met.
Not all sightseeing options offer wheelchair access. Please enquire for suitable options for your party's needs. top
A: When you book with us we will ask for your name, address, telephone number and email address, which we will securely hold against our records of your transaction. This allows us to fulfill your ticket request, track your order and contact you regarding your booking. No personal information provided by you will be used for marketing purposes unless you have joined our free e-mail newsletter service in order to receive e-mails that may be of interest you. You can unsubscribe from this service at any time by following the unsubscribe link on the bottom of the email you receive.
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A: Please call our Groups Department at (800) 669-7469. We will work with the box office to issue a Lost Ticket Voucher that you will redeem at the theatre box office on the performance date. Please bear in mind that tickets are equivalent to cash, and replacing them is not always possible.
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A: Until payment is received by Keith Prowse, you may reduce the number of tickets in your group as long as the total number of tickets is greater than the theatre's minimum group size. Once payment has been received, all sales are non-refundable. Should your group reduce after payment has been received, Keith Prowse will make every effort to resell unused tickets from your group, and refund you accordingly. In order for us to resell your tickets, tickets must be returned to our office no later than 2 business days prior to the performance.
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A: Any computer with internet access able to run a modern web browser. For MS Windows we recommend version 5 and above browsers (Internet Explorer/Netscape) or the latest Mozilla/Firefox build. For Mac OS we recommend Apple's Safari or the latest Mozilla/Firefox build. For Unix/Linux we recommend Mozilla/Firefox.
Please ensure that your JavaScript is enabled. top Q: I'm a Mac user using Microsoft Internet Explorer and something isn't working - why is this happening?
A: This service is completely Mac compatible. The problem lies in your web browser. Unfortunately, Internet Explorer for Mac contains a number of bugs and is not fully compatible with modern web standards. As Microsoft have now discontinued development of MSIE it is unlikely a fix will ever be achieved and, as such, we do not fully support Microsoft Internet Explorer for Mac. We recommend that Mac users switch to a modern browser that is still in active development, such as Apple's own Safari (for OSX) or one of the Mozilla variants (for OS9 and OSX). Safari is available from www.apple.com. Mozilla is available from www.mozilla.org.
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