Frequently Asked Questions
Below are some of our frequently asked questions. If you have any additional questions, please contact KWS Patron Services by calling 519.745.4711 or 888.745.4717 or email us at firstname.lastname@example.org.
What are the hours of the KWS Patron Services Office?
Where do I pick up my tickets?
I need to exchange my tickets. How do I do this?
I have misplaced my tickets! What can I do?
Where can I park for a concert at Centre in the Square?
I have a parking voucher. Where do I park?
Does my infant or my toddler sitting on my lap need a ticket to the performance?
Who is considered a child? A student? What ticket discounts do they each receive?
Do you have a minimum age requirement? Will KWS concerts be appropriate for my child?
What is the M4U program?
What is the SCORE! program?
I have a CNIB or PAL card and I would like my companion to accompany me. What can I do?
I have a wheelchair. Where can I sit?
Can I take pictures or video during the performance?
I have arrived late to the performance! When will I be seated?
Where can I rent a listening system?
What is the KWS' Scent Policy?
Is there a dress code?
Is there anything happening before the concert?
Q: What are the hours of the KWS Patron Services Office?
A: Our winter hours are Monday-Friday from 10am-5pm and Saturdays from noon-4pm. From June 2 until mid-August, our hours are from 10am-2pm Monday-Friday, closed Saturdays and Sundays. For more information and our address, please see our contact page.
Q: Where do I pick up my tickets?
A: Prior to any concert, you can pick the tickets up at the KWS Box Office at the Conrad Centre for the Performing Arts. You can also pick up your tickets starting one hour prior to the concert at the Centre in the Square’s Box Office. If you have ordered your tickets more than 10 days prior, we will mail your tickets to you.
Q: I need to exchange my tickets. How do I do this?
A: To exchange your tickets, call the Box Office or visit us at the KWS Box Office during regular Box Office hours. We can exchange your tickets for a different performance.
Q: I have misplaced my tickets! What can I do?
A: We can reprint your tickets. If you make this discovery early, please call us. We can reprint your tickets and have them available for pickup at the KWS Box Office prior to the concert or at the Centre in the Square Box Office on the day of your performance, starting an hour prior to the concert. Alternatively, you can see us at the Patron Services desk in the Centre in the Square’s lobby and ask us for a reprint.
Q: Can I take pictures or video during the performance?
A: No cameras or recording devices are permitted in the theatre.
Q: I have arrived late to the performance! When will I be seated?
A: You will be permitted to enter the theatre during a suitable break during the performance.
Q: Where can I park for a concert at Centre in the Square?
A: Parking spaces are available in the surface lot, beside Centre in the Square, for $9 (cash only), the entrance is off Otto St and the Civic District Underground Garage for a ‘Theatre Rate’ of $7.50 (cash only).
As of January 1st, the City of Kitchener has raised parking rates. The surface lot, accessible from Otto St, is now $9. The Civic District Garage (Library Underground lot) is now $7.50. All lots are cash only.
Civic District Parking Garage (Underground Lot) -
The second phase of the underground garage is now open, which makes it is now closer to the Centre In The Square. There are two entrances, one is off Queen St, on the south side of the Kitchener Public Library, and the other entrance is off Otto St, beside the surface lot. The theatre rate for this garage is $7.50 cash and they continue to accept KWS vouchers. After you have found a parking spot, please use the Otto St door to exit as close to the Centre in The Square as possible. There are stairs and an elevator at this exit that bring you up to the surface lot.
Centre In The Square Surface Lot -
The surface lot is still under construction so there are limited spaces available in this lot. The theatre rate in this lot has now been increased to $9, cash only. KWS vouchers are not valid at this lot.
Accessible Parking - Accessible parking is available in the surface lot with a valid accessible parking permit for a fee of $7.50, cash only. KWS vouchers can also be used for accessible parking.
Valet Parking - The Centre In The Square offers valet parking for $20, cash only. To access valet parking, please enter the ring road off Ellen St. KWS vouchers are not valid on valet parking.
The lot under the Region of Waterloo building will no longer be open for Centre In The Square events.
The City of Kitchener has additional lots in downtown Kitchener. Click here for their locations and prices: http://www.kitchener.ca/en/livinginkitchener/ParkingOptions.asp
Q: I have a parking voucher. Where do I park?
A: Vouchers purchased from KWS Patron Services can be used to park at the Civic District Garage, which two entrances, one beside the Library and the other beside the surfance lot, off Otto St. If you have an accessible parking permit and a voucher, you may park in theCentre In The Square surface lot. Vouchers are not valid at the surfance lot unless patrons have an accessible parking permit.
Q: Does my infant or my toddler sitting on my lap need a ticket to the performance?
A: Everyone entering the concert must have a ticket, regardless of age.
Q: Who is considered a child? A student? What ticket discounts do they each receive for the regular season?
A: A child is someone aged 13 and under. Children’s tickets are $11 for any regular series concert. A student is anyone aged 18 or under or has a valid student ID including post-secondary students. Student tickets to any regular series concert and has a valid student ID are $14. Students are also eligible for our M4U program.
Q: Do you have a minimum age requirement? Will KWS concerts be appropriate for my young child?
A: The KWS does not have a minimum age limit for performances; however, children should be able to sit quietly in their own seats throughout a performance. Children unable to do so, along with the adult accompanying them, may be asked to leave the auditorium. Information about the suitability of a performance for a particular age can be obtained from Patron Services.
Q: What is the M4U program?
A: This allows students aged 18 or under or for post-secondary students to see the entire season* for $60. Please click here for more information: http://kwsymphony.ca/m4u/index.php
Q: What is the SCORE! program?
A: This unique program is for our patrons aged 32 and under. This program provides discounted tickets for our regular season, discounts for local restaurants and businesses, and it provides invites to insider-events. Please click here for more information: http://kwsymphony.ca/score/index.php
Q: I have a CNIB or PAL card and I would like my companion to accompany me. What can I do?
A: Please contact us at Patron Services’ Box Office at the Conrad Centre or visit us at the Patron Services booth at the Centre in the Square’s lobby. We can give your companion a complimentary ticket for the performance.
Q: I have a wheelchair. Where can I sit?
A: Wheelchair accessible seating is available in the lower level boxes at the Centre In The Square. Please inform the box office representative at the time of purchase if you need access to wheelchair seating. As well, our Baroque & Beyond Concert venues are wheelchair accessible.
Q: Where can I rent a listening system?
A: You can rent them from the House Manager’s office. They should be picked up at least 15 minutes before the performance. The rental fee is $2. A refundable deposit of $10 is required.
Q: What is the KWS' Scent Policy?
The KWS has a No-Scent Policy. Please refrain from wearing any perfumes and heavily scented creams and deodorants.
Q: Is there a dress code?
There is NO dress code. Wear a dress, a suit or jeans and a t-shirt - whatever you are most comfortable in is fine with us. Most people dress in business casual, but we’ve seen a wide range from ball gowns to costumes!
Q: Is there anything happening before the concert?
Before evening Signature Series concerts, at 7 pm, we host preludes, preconcert talks or demonstrations. These are free to ticketholders for that performance.
The family series and Kinderconcert series both have preconcert activities prior to each performance. Activities include musical demonstration and art activities.
The beautiful Kitchener-Waterloo Art Gallery is located in the Centre In The Square. You can browse the gallery for FREE (they are open before most KWS concerts and offer free admission).
Additional information about the KWS' accessibility policies can be found here. Additional information about ticketing policies can be found here.