Frequently Asked Questions

Refund & Exchange Policy:

Exchanges are valid solely for different performances of originally purchased production. Exchanges must be made no later than two hours prior to start of originally-ticketed performance. Currently, there is no fee for exchanges. Exchange may be subject to additional fees if expedited delivery is requested. Tickets may be exchanged for any other single performance on sale at time of exchange, subject to blockout dates and other restrictions. Exchanges may not be made for same performance. Exchanges will only be made through original point of purchase; for group sales, exchanges can only be made through the original Agent. Group minimums still apply for any performance in which the tickets are used. Exchanges will be valued at original face value of the ticket purchased. Additional payments apply if choosing a performance or section that costs more than the original or if exchanges are from an originally-discounted ticket into a performance with no discounted tickets available. Guests may receive partial refunds if the face value of the original ticket is higher than the face value of the new ticket. New special offers may not be applied to exchanged tickets. Exchanges may not be made to change the number of tickets. Complimentary tickets and resold tickets are not eligible for exchange. Other restrictions may apply. Exchange policy may change or be revoked without notice.

Refunds are available for group ticket orders. Group refunds are limited to 30 tickets per day in advance the refund request is made (for example, up to 150 tickets may be refunded if the request is made more than five days in advance of the performance date and time). Complimentary tickets and resold tickets are not eligible for refund. Other restrictions may apply. Refund policy may change or be revoked without notice.

Health & Safety Information

WE CAN’T WAIT TO WELCOME YOU BACK TO BROADWAY.

The magic of Disney on Broadway only exists when you can join us inside the theatre. We can’t wait to bring this magic back to you, our guests, for you’re the reason we do what we do. The health and safety of our theatre employees, production staff, cast, and guests is our top priority. We all must feel safe for Broadway to return as we all want it to: Brighter. Stronger. Better than ever.

Click here for THE LION KING

Click here for ALADDIN

How many people do I need to be considered a group?

For ALADDIN and THE LION KING in New York City, you need to purchase at least 10 tickets to the same performance to be considered a group.

How do I contact Disney Theatrical Sales?

To talk to a Group Sales Team Member, call toll-free 800-439-9000 or outside of the United States, call +1-212-703-1040.

How do I find out about options for guests with disabilities?

Wheelchair-accessible seating is available and a group sales team member can assists with this request. Assistive listening, audio description and caption devices are available free of charge at the kiosk in the main lobby. Photo identification is required as a deposit. If you need assistance locating the kiosk, please ask any member of the theatre staff. For more information:

Will I know my group's seating locations before I purchase the seats?

No. Seat locations are solely at the discretion of the box office and will not be released to your Group Sales Specialist prior to submitting the order. Group tickets are chosen by section at the time of booking, and the box office will provide the best seats available while trying to keep the group together.

What form of payment do you accept?

Disney Theatrical Sales only accepts company or certified checks, major credit cards and wire transfers. Personal checks and purchase orders are not accepted as methods of payment.

Can tickets be mailed to me?

Yes. In order to have tickets delivered to you prior to your performance, include the $15.00 shipping and handling fee with your payment by the due date noted in your agreement.

Tickets may also be held at the theatre box office for no additional fee. Orders placed within fourteen days of performance date will automatically be held at the box office for pick up.

Do you offer discounts for groups on show merchandise?

Yes. Please ask your Group Sales Specialist about group discounts on merchandise.

For the day of the performance, what do I need to know?

Groups should arrive at least 30 minutes prior to the time of their performance, especially if tickets are being held at the box office. An usher will guide you to your section and help everyone get seated.

Should anyone in your group desire to switch seats, they should exchange tickets to reflect the seat they will occupy. This ensures that both the ushers and group leaders know everyone is accounted for and has a seat.

If your group arrives late for the performance, the house management will seat your group at their discretion and as efficiently as possible without disturbing other guests.

Please encourage your group members to remain seated throughout the performance unless emergencies arise. If a group member needs to leave their seat, please encourage them to do so safely and quietly and return to their seat as soon as possible. In case of an emergency, please find an usher or proceed to the lobby area for assistance.

Here are some other tips to make sure members of your group make the most of their theatrical experience:

  • Please turn off all cell phones and other electronic devices.
  • Please be as quiet as possible during the performance.
  • Please be respectful of group leaders and ushers; their goal is to make sure you and everyone in the theatre has the most enjoyable experience possible.
How can I arrange group tickets for the touring productions of The Lion King and Frozen?

Visit each productions on tour page for more information about group seats for Disney’s North American touring productions.

How can I arrange group tickets for The Lion King, Frozen and Mary Poppins in London?

For more information about group seats for The Lion King at the Lyceum Theatre, visit the official London group sales website or call 020-7845-0949 (+44-20-7845-0949 outside UK).

For more information about group seats for Mary Poppins at the Prince Edward Theatre, visit the official London group sales website or call 020-7845-0949 (+44-20-7845-0949 outside UK).

For more information about group seats for Frozen at the Theatre Royal Drury Lane, visit the official London group sales website.

Digital Ticket Delivery Information

How will the group receive digital tickets?

The box office may e-mail or SMS deliver the tickets to the Group contact. These tickets will be delivered via the Ticketmaster platform and may require the creation of a Ticketmaster.com account to manage the tickets.

How to distribute digital tickets:

Tickets should be transferred/distributed to the group leaders/chaperones/individual parties within your group. By not transferring tickets this will delay your entry into the theatre. Any issues arising out of transferring of tickets is the sole responsibility of the Group Leader/Contact to manage and resolve.

Do I have to distribute the digital tickets?

This is highly encouraged, especially for large groups! We recommend around 10 tickets per chaperone/party/group leader to ensure the process of entering the theatre fast.

Learn More:

Further information about this feature can be found at https://help.ticketmaster.com/s/article/How-do-I-transfer-tickets?