Showplace Icon Theatres Frequently Asked Questions
I need to refund or exchange a ticket. How do I do that? First, refunds and exchanges can only be done UP TO the initially reserved day and time of the purchased tickets. That said, refunds for tickets purchased through Fandango must be processed BY Fandango, so please refer to their website and/or app for instructions and contact information. Exchanges without price differences can usually be done over the phone. Refunds for tickets purchases made through this website or our ICON Extras App and exchanges with price differentials must be processed in person at the theatre. If you're unable to make it to the theatre prior to the show date/time, then we can discuss options with you but refunds will no longer be possible. To exchange your tickets to another date/time/title, please contact the theatre directly and we will do our utmost to assist you as soon as possible. Click here for Theatre contact information.
I accidentally purchased tickets for a theatre in another city! Help! If you have purchased tickets for a theatre in another city through this website or on our Icon Extras app, please contact the theatre you WANT to attend. Our managers will do their best to assist you in getting the seats you need (pending availability) without you having to make additional purchases. If you purchased tickets for a theatre in another city through Fandango, you will need to contact Fandango for refunds and/or exchanges; please refer to their website and/or app for instructions and contact information. Click here for theatre contact information.
I was logged in to my Extras Program account and I was charged ticketing fees and/or higher prices. How do I get a refund? First, "no ticketing fees for Program members" only applies on this website and our ICON Extras App; if you're using Fandango, you will still be assessed fees. Always check at the "order summary" portion that you don't see any ticketing fees and/or the right prices. If you're logged in, you will not see fees there (if using the app, we also recommend logging out and then logging back in to refresh the connection if you see fees). Once you check the box accepting the terms and conditions, fees are NOT refundable. Discount tickets WHEN available are shown only when you're logged in; always feel free to select the best price available for the ticket type (adult, child, senior) you require. If the pricing does not appear correct, please contact the theatre directly for clarification PRIOR to purchasing tickets. Click here for Theatre contact information.
How much are tickets? Ticket prices vary according to the location, the time of day, day of the week, type of ticket (adult, child, senior, etc.), Programs member status, and even where they're purchased. Become a member and log in to this website or our ICON Extras App to get the best prices available for your location at all times.
How old do you have to be to qualify for senior tickets? How old is a child? We offer senior pricing when it differs from adult pricing for ages 60 and up. Children's tickets are for ages 3-12, except in our ICON locations for PG13 and R-rated films after 7pm, when children must be ages 7-12. Our ICON locations also have Infant tickets for those under the age of 3 for all shows at 6:55pm and earlier, and for G and PG-rated films after 7pm (children ages 3-6 are ticketed at the child rate during this window as well).
My tickets didn't print/I lost my tickets/I didn't receive an email confirmation. What do I do? If you're certain your purchase went through, don't worry. We can pull up your transaction using the name or credit card you used when making the purchase. We can also scan bar codes from ticketing confirmations on mobile devices. If you're not sure if your purchase went through correctly, please contact your theatre directly and they will be able to locate your confirmation number for you for when you arrive. Click here for theatre contact information.
Why aren't all/some tickets on sale yet for this weekend? We generally finalize screens and showtimes on Tuesday afternoons for forthcoming weekends. Some titles and times we know well in advance so these may be available sooner (and holidays and unusual release dates can sometimes make our decision windows shorter than usual), but most often you'll see upcoming weekend tickets available for purchase on Tuesday evenings.
When will you start ticketing for...? We always ticket as soon as we have finalized decisions between us and the studios. We want to get them on sale as soon as possible. To be among the first to know when tickets go on sale, join our Extras Program! It's free and we send out ticketing information for big titles via Program member email announcements. Some ticketing release times are dictated by the studios themselves, so you may occasionally see showtimes posted without the ability to purchase them until they go on sale nationally (these are generally the high-profile, greatly anticipated titles).
I'd like to give you feedback on an experience I had at one of your locations. How do I do that? We appreciate hearing from our guests, even when their experiences were less than iconic. Click here to leave a customer comment.
Why did you change your website? As technology evolves we have to change to ensure new versions of phones, tablets and browsers will be compatible. During this stage we look at design and functionality. The number one goal we strive for is to make the same user experience no matter what device you have in hand. If you have suggestions on ways to further improve the user-experience, please let us know!
What benefits are included with my membership? EXTRAS Membership benefits vary by location and include member only ticket pricing, exclusive saving or upgrades on select concession items and invitations to special members-only events and screenings. All members receive customized content to enhance their ICON experience and never pay ticket purchasing fees when logged on to this website or our ICON EXTRAS mobile App. To learn about current offers in your market, please contact your theatre directly. Click here for theatre contact information.
Still have questions? Click here for theatre contact information.