Facebook Instagram Twitter Pinterest Tumblr YouTube Email Amazon spotify music apple itunes

Frequently Asked Questions

Your visit to the theatre

Do I need to be fully vaccinated against COVID-19 before I visit the theatre?

The Victorian Government now requires that all patrons and staff aged 12 years 2 months+ are fully vaccinated against COVID-19 prior to entering Her Majesty’s Theatre.

Children under the age of 12 years 2 months are welcome to attend and do not require vaccination, however must be accompanied by a vaccinated adult.

Brisbane Season From February 2022
From Dec 17 2021, only fully vaccinated (16 + years) or medically exempt patrons, staff, artists and crew are permitted to enter QPAC. All patrons will be required to register via the Check in Qld app and provide proof of vaccination or medical exemption.

How do I provide proof of vaccination at the theatre?

Proof of vaccination status (or valid medical exemption) will be required at entry to the theatre. The easiest way to do this will be via the Service Victoria app. Instructions on how to do this can be found here.

Customers without a smartphone can print a vaccination certificate from their Medicare account or contact Services Australia for a paper certificate to prove their vaccination status.

Proof of vaccination is an additional health and safety measure on top of upgraded air conditioning systems, more frequent cleaning of high touch surfaces, completely flexible ticket exchanges, venue zones, staggered arrivals and mask requirements.


Do I need to wear a mask at the theatre?

Masks will be mandatory in the theatre at all times for people aged 12+. Mask wearing is strongly encouraged for people of all ages.

What should I do if I will not be fully vaccinated in time for my performance?

If you are an existing ticket holder and will not be vaccinated before your booked performance date, please contact Ticketek via this form to arrange for an exchange to a later performance or a refund.

There is currently no end date on the vaccination requirement, however we don’t anticipate that it will be removed prior to the end of Frozen’s Melbourne season on January 23.

Will the theatre have a COVID Safety Plan in place?

Her Majesty’s Theatre will operate in accordance with its COVID Safety Plan with the goal of ensuring that your experience at the theatre is made as safe as reasonably possible. The COVID Safety Plan applicable at the time of your visit will be made available on the theatre’s website.

What time should I arrive at the theatre?

We advise customers to allow enough time to travel to the theatre. We recommend patrons to arrive up to 40 minutes prior to the show.

What if I’m running late and the performance has started?

Patrons arriving late will not be admitted until a suitable break in the performance.

Ticketing Questions

What happens if my performance date is impacted by COVID restrictions?

All impacted ticket holders will be contacted by Ticketek in order of performance date. We thank you for your patience and understanding, and look forward to welcoming you to the theatre soon.

What if I am sick on the day of the performance?

If you have tested positive for COVID-19 or are waiting for a test result and are required to isolate, please fill out this Ticketek form and we will be happy to exchange your tickets for a future performance.

If you have cold or flu-like symptoms on the day you are due to attend a performance, please do not attend the theatre. Please call Her Majesty’s Theatre Box Office on (03) 8643 3300 and we will gladly offer to move you into a future performance.

Will Frozen be playing anywhere else in Australia?

Frozen is now playing at Her Majesty’s Theatre in Melbourne, and a Brisbane season has been announced from February 2022. Subscribe to our newsletter to keep up to date with future announcements and ticket releases.

How long is the show running in Melbourne?

Check the Ticketek website for available inventory or subscribe to our newsletter to keep up to date with future announcements and ticket releases.

Can I exchange dates?

Tickets are able to be exchanged into other performances up to 48 hours prior to the original performance start time. For instructions on how to exchange and for full terms and conditions please click here.

What are the different price reserves or price categories available?

Ticket prices for Frozen vary depending on seating location, performance date and time and peak period such as school holidays. Please check the Ticketek website for pricing.

Why can’t I find the tickets I want to Frozen in Melbourne?

Customers are advised to book their tickets in advance as tickets do sell fast. Best prices and best availability can be found in mid-week evening performances and in non-school holiday periods.

Will any more tickets to Frozen be released?

Sign up to frozenthemusical.com.au to receive the latest news and be the first to know when new tickets are available.

Your website says that there are no tickets available to some performances of Frozen. Will there be tickets available at the venue?

Customers are advised to book their tickets in advance as tickets do sell fast. Occasionally, a limited number of seats become available at the venue box office from 2 hours prior to the performance time. This is subject to availability and cannot be guaranteed.

Do I need to purchase tickets in advance?

We encourage customers to purchase tickets in advance to ensure best seating locations and best price. Some performances during school holidays particularly can be heavily booked.

I purchased tickets via a third party provider, i.e. Luxury Escapes, and have a question or request about my ticket.

Please reach out to your point of purchase.

What is the performance schedule?

The performance schedule varies. Please visit ticketek.com.au for the most up-to-date schedule.

What is your babes in arms policy?

Infants under the age of two are permitted free of charge provided they do not occupy a seat and that a complimentary babes in arms ticket from the box office is obtained on the day of the performance. Frozen is not recommended for anyone under the age of 4.