2024/25 SCHOOL MATINEE INFORMATION PACKAGE

• The online School Matinee Booking Form must be received before an order will be processed. Tickets will not be reserved or put on hold without a completed booking form.
• Orders will be processed in the order we receive a completed form.
• Orders are not confirmed until an invoice has been sent.
• A non-refundable 20% deposit is required to secure your order. If a deposit has not been received within 2 weeks, your order may be cancelled, and the tickets released for sale.
• If paying the full balance at the time of your order, please note that any adjustments or
  cancellations may still be subject to the non-refundable 20% deposit.
• Please go to the bottom of the page to see the cost per ticket of each production. Please note that we also charge a $10.50 administrative fee once per order. We offer a complimentary supervisor ticket for every 25 students attending. Any additional supervisor tickets cost the same as student tickets.
  • Please note: that this programming is intended to make theatre accessible for youth, and is not intended for the general public. We kindly ask that homeschool bookings adhere to the requirement of at least a 2:1 ratio for students to supervisors. We ask that homeschools organize to be groups of 10+ attendees to fit into our group sales requirements.
• Final payment is due by your performance date. If a balance is still owing 30 days after the date of your performance, a 5% late fee will be charged per month a balance is overdue.
• If a performance is sold out, we will contact you to see if we can find an alternate date or add you to a waitlist. We will follow up with you if there are cancellations/tickets released, or if we have enough interest from schools to open an additional school matinee performance.
• If you are interested in a production that does not yet have a scheduled school matinee, we will add you to a wait list for that production. If we have enough interest for that particular show, we will schedule a school matinee, and our Education and Group Sales Coordinator will reach out to you with concrete booking information. If you would like to add your school group to a wait list, please email groupbookings@citadeltheatre.com and provide your school’s name, your contact email, and a rough estimate of how many students you would like to bring.
• Orders for workshops will be handled by our Director of Education and Outreach.

• All requests for changes must be submitted in writing to the Education and Group Sales Coordinator at groupbookings@citadeltheatre.com for review.
• Adjustments should be within 15% of the original booking. If reducing your numbers by more than 15% of the original booking, the cancelled tickets are still subject to the non-refundable 20% deposit.
• The deadline to confirm your numbers will be on the Friday two weeks prior to your performance. After the confirmation deadline, there are no refunds. Please note: Sometimes bookings are made on a very short timeline depending on how early a matinee is scheduled, and how soon you contact us to book. In that case your deadlines for the deposit, for confirming your numbers, and for the final payment will be specified by the Education and Group Sales Coordinator when they contact you. Please adhere to these set deadlines.
• Refunds will not be provided for students who are a “no show” and do not attend the day of the performance.
• Cancellations cannot be made within two weeks of the performance. An exception may be made if you have another school group that will be purchasing your cancelled tickets. If your school is cancelling because of extenuating circumstances (such as closures due to COVID-19, etc…) please contact the Education and Group Sales Coordinator to discuss your options.
• Cancelled orders are still subject to the non-refundable 20% deposit.

• To keep costs low for school matinee performances, physical tickets will not be printed. Our Front of House ushers will have a guest list with the names of all schools attending, and the total number of tickets booked. Supervisors must check in with the ushers when lining up at the theatre doors. At this time, please provide the ushers with accurate numbers in case of an emergency.
• There are no reserved seats for each school (except for reserved seating for accessibility). Seating will be based on a first-come basis. Our ushers will seat everyone as they enter the theatre, starting from the front of the theatre to the back. In the Maclab Theatre, ushers will seat everyone in the middle section first, and then alternate between the left and right sections.
• Everyone will be seated as they enter the theatre, filling every single seat in a row. Groups arriving in more than one vehicle should wait until everyone has arrived before lining up to enter the theatre if they wish to be seated together. There is a small chance that groups may be split up once a row or section ends.
• Supervisors should be spread out among the students. It can be difficult for ushers to address students in the middle of a row, so please have supervisors seated among your students.
• Please do not seat yourselves. This can cause congestion and confusion in the aisles while schools are being seated and delay the start time of the performance. It is also unfair to schools that have arrived early to line up for seats closer to the stage. Any schools found seating themselves will be removed from the theatre and seated at the back after all other schools have been seated. If students/supervisors need to rearrange themselves within your allotted seats, please wait until after your entire group has been seated.

• Latecomers and re-admittance into the theatre after the performance has started cannot be guaranteed.
• Patrons will be allowed into the theatre at an appropriate time at the ushers’ discretion. In some cases, Stage Management may request that no late/re-admittance be allowed.
• Once admitted, patrons will be seated at the back of the theatre and will only be able to return to their original seat at intermission.
• Because patrons may be left waiting in the lobby or seated alone at the back of the theatre, young children must be accompanied by a supervisor if leaving the theatre during a performance.

• No children under the age of 5 will be admitted into the theatre. If a young child under the age of 5 is turned away at the theatre doors, no refunds will be provided.
• Age recommendations are subjective and are not strict restrictions; however, please be aware that some productions may contain mature language and/or subject matter.
• The Education and Group Sales Coordinator will try to provide any applicable warnings in advance, but they are subject to change at the Director’s discretion during the rehearsal process. Please feel free to inquire further about the content of the show you are attending with your students.

General visitor FAQs and up-to-date information can always be found on the VISITOR FAQs page on our website.

Accessibility information, including photos and a virtual map of the Citadel Theatre can be found on the Accessibility page on our website.

There is a loading zone where your bus can drop you off on the west side of our building. Please take time to look at our Bus Parking Information Page to plan your parking prior to your visit. For smaller vehicle parking please note that our building is attached to the Library Parkade. You can follow signs to the Citadel, and for accessible access you can take the elevator from P2 up into our building.

• Please review this section with all supervisors and students attending the performance. We ask that supervisors spread themselves out and seat themselves among their students. It can be difficult/disruptive for our ushers to go through the seats if there is a disturbance in the middle of a row. The Citadel relies on the assistance of the schools’ supervisors to supervise their students during performances.
  • Please be respectful of the venue. This includes all lobby décor and furniture. If eating your lunch or snacks in the lobby, please deposit all garbage into the provided bins.
  • Photography, video, and audio recordings of performances are not allowed and are strictly prohibited.
  • Turn off and put away all electronics such as cell phones, iPods, video game systems, etc. Other sound or light-emitting items should not be used (e.g. laser pointers).
  • The actors on stage can see and hear the audience during the performance – it is important for audience members not to talk, move around, or fidget during the performance, as it can be distracting to the actors as well as fellow audience members.
  • Please keep bags under your seat and do not leave them in the aisles in front of your feet, or on the sides. It may impair the ability of persons to exit the row in an emergency. Some productions may also have actors walking through the aisles during a performance.
  • Do not put your feet on or climb onto the theatre seats or hand railings.
  • Do not interfere with the actors or the performance (e.g. tripping, throwing items on or near the stage, etc.)
  • There is no dress code at the Citadel, but we respectfully request that patrons refrain from wearing hats in the theatre.
  • No outside food or drinks allowed. Only drinks in Citadel sippy cups or other bottled beverages sold at the Citadel bar or will be admitted.
  • Students are allowed to eat their lunch or snacks in the lobby. Other food items are not permitted in the theatre, students may be asked to throw away or leave their drinks/food outside in the lobby.
  • Any individuals behaving in a disruptive manner may be removed from the theatre. No refunds will be provided. Please note that the Citadel recognizes that all individuals should have the opportunity to experience art and culture. We will do what we can to ensure special needs patrons are able to attend Citadel productions and some exceptions may be made.