COVID-19 Frequently Asked Questions
Attending an Event - FAQs
Q: My event is at an Adelaide Festival Centre venue. What do I need to know?
A: Following new COVID-19 restrictions in South Australia, several performances and functions at Adelaide Festival Centre venues have been cancelled or postponed. A full list of all cancelled and rescheduled performances can be found here. All ticketholders impacted by venue closures and event interruptions will be contacted automatically about refunds or postponements; you do not need to contact BASS.
Please visit our Impacted Performances page and read the Your Visit email sent to ticket buyers to make sure you’re up-to-date with the latest guidelines and information. If you did not purchase your tickets, please ask the ticket buyer to send you our pre-show communications.
Q: My event is not at an Adelaide Festival Centre venue. What do I need to know?
A: If you have questions about the restrictions that will be in place at your event and have not heard from the venue, please visit their website or contact them directly for more information.
Q: What do I need to do to keep myself and others safe?
A: There is an onus on personal responsibility for the health and wellbeing of everyone:
Q: Where can I find the latest information about COVID-19 in Australia?
A: Adelaide Festival Centre management will continue to take advice from SA Health and adapt to the developing situation.
If you are seeking information on COVID-19 visit health.gov.au or call the Australian Government Department of Health Coronavirus Information Line on 1800 020 080. This information line operates 24 hours a day, seven days a week.
Q: If I am sick or have cold/flu symptoms, can I receive a refund for my ticket?
A: It is important that if you are unwell or have any symptoms of a cold or flu, you do not attend any public events – including the theatre. If you cannot use your purchased ticket, please contact BASS on 131 246 as soon as possible.
Q: If my show is cancelled, will I receive a refund?
A: All ticketholders impacted by venue closures will receive a refund in full once the event is cancelled. These will be processed automatically; you do not need to contact BASS.
Q: If my show is cancelled, when will I receive my refund?
A: We are processing all refunds in a performance date priority order. We appreciate your patience during this time.
All tickets purchased via credit card will automatically be refunded back to the original credit card that was used at the time of booking. For tickets that were purchased by EFTPOS, cash, or a credit card that has now expired, one of team will contact you to finalise the refund.
Q: I have tickets to multiple cancelled events. Will I receive a refund for all of these at the same time?
A: BASS staff work through refunds in a performance date priority order. As such, if you hold tickets to multiple events these refunds may be processed at separate times.
All ticket holders to cancelled or rescheduled performances will be contacted via email and SMS.
A full list of all cancelled and rescheduled performances can also be found here.
I have a ticket through BASS, is it still valid?
All tickets issued through BASS are valid. However, if your event is rescheduled or needs reseating for any reason, you may be contacted by a ticketing representative who may issue new tickets.
I have a gift voucher through BASS, is it still valid?
BASS gift vouchers will be honoured and will need to be traded in for Ticketek vouchers of the equivalent value. Ticketek will contact voucher holders to arrange replacement.
Will I be able to pick up tickets at the theatre?
If you have purchased tickets care of box office, they will still be available to collect prior to the performance.
Where else can I pick up my tickets?
Existing BASS outlets will become Ticketek outlets. The Festival Theatre box office has moved to the Dunstan Playhouse for the duration of the Festival Theatre’s temporary closure.
Can I still call someone in South Australia?
The Ticketek call centre will be based in South Australia and the BASS 13 12 46 number will be valid.
Is the Festival Theatre box office open?
Due to a scheduled closure of the Festival Theatre until February 2022, the box office has relocated to the Dunstan Playhouse.
How will access bookings work?
Access patrons should call 13 12 46 to make their bookings at Adelaide Festival Centre venues.
Will I still receive pre-show emails from the Festival Centre?
Patrons will continue to receive communications about their visit, prior to performances.
What happens if I lose my BASS ticket during the transition period will it be replaced?
Please call 13 12 46 and a ticketing representative will assist. Ticket buyers may also visit the Box Office with proof of purchase and valid ID to arrange replacement tickets.
Can I receive a refund for my BASS ticket as I am unwell?
Please refer to our Terms and Conditions and COVID FAQs for more information.
Is there anywhere else I can purchase tickets other than Ticketek?
As BASS continues to transition to Ticketek, you may still be able to purchase some events through BASS. From November 2021, Ticketek will be the supplier for tickets to all Adelaide Festival Centre events. To attend any events at Adelaide Festival Centre, tickets will need to be purchased through Ticketek.
Please refer to the announcement press release for more information and media enquiries.