Frequently Asked Questions

Ticketing Questions

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 contact us on Customer.service@ticketmaster.com.au and we will be happy to exchange your tickets for a future performance.  If a suitable performance cannot be found then you are eligible for a full refund.

If you have cold or flu like symptoms on the day you are due to attend a performance then please do not attend the theatre. Please call the Capitol Theatre Box Office on (02) 9320 5000 and we will gladly offer to move you into a future performance or give a refund if no suitable future date can be found.

Will the theatre have a COVID Safety Plan in place?

The Capitol 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.

Will Frozen be playing anywhere else in Australia?

Frozen is only confirmed to play in Sydney. Subscribe to our newsletter to be up to date with future announcements and ticket releases.

How long is the show running in Sydney?

Check the Ticketmaster website for available inventory or subscribe to our newsletter to be 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 Ticketmaster website for pricing.

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

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 the waitlist on frozenthemusical.com.au to receive news and be the first to know when new tickets for Sydney 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 ie: Helloworld, Qantas Holidays, or Flight Centre 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 ticketmaster.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.

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.