Frequently Asked Questions
How do I choose my seats?
Until further notice seating will be sold as General Admission and allocated by the venue to allow for social distancing requirements. Covid FAQ’s >
You are able to choose your own seats when booking online, by phone or in person at the SunPAC Box office. A seating plan is available on the website when booking tickets unless the event is a General Admission event (no seating allocation) . If you do not wish to choose your own seats when booking online select the ‘choose the best seats for me’ option. You will always be allocated the best available seating and your group will not be split.
Can I book tickets over the phone and pay for them later?
Unfortunately, no. Generally, SunPAC is unable to hold tickets without payment. Tickets must be paid for in full at the time of the booking to guarantee the seats are yours. The only exception is group or school bookings. If you are making a group booking for 10 or more people we will put your seats on hold for a short time to allow you to collect payment from your group. For more information on Group Bookings please phone the Box office on (07) 3323 9650.
How do I book for someone who has special needs?
If you require specific seating or need to remain in a wheelchair for the duration of a performance, please let our Box office staff know at the time of booking in person or by telephone on (07) 3323 9650. Box office staff are then able to ensure that you have the best seating arrangements for your needs and advise on parking and access to the venue. SunPAC is a fully wheelchair accessible venue.
Is the Companion Card accepted?
Many events ticketed by SunPAC support the Queensland Government’s Companion Card Program which promotes fair ticketing for people who have a disability and a lifelong need for ‘attendant care support’ to attend venues, performances and activities.
To book using a companion card, this must be done in person at the SunPAC Box office so that the companion card can be sighted at the time of purchasing tickets.
What ID do I need to collect my tickets?
Standard identification such as a driver’s license or credit card may be required to collect your tickets as well as proof of any concessions you have claimed (eg concession card, seniors card etc) The Box office is open for ticket collections 1 hour prior to the performance start time.
I’ve lost or forgotten my tickets, what can I do?
If you’re attending a performance with allocated seating please come to the Box Office when you arrive at the venue and supply staff with the name the tickets were booked under and we are able to re-print your tickets for you.
If it is a general admission event or your lost ticket is part of a group booking, we are not able to re-issue your tickets. However, please see Box office staff and we will try to assist you as best we can.
Is there a specific dress code?
SunPAC does not have a specific dress code but footwear is a requirement for health and safety reasons. For most performances and events smart casual is fine, but please feel free to dress up if you would like to. Other events and functions may specify their own dress codes, please refer to the event organisers if you are unsure.
What is the transaction fee?
The transaction fee of $4.50 applies to all bookings made through the SunPAC Box Office and is used to cover the costs of running and maintaining the ticketing system as well as Box office staff. This is a one-off fee of $4.50 per transaction (NOT per ticket)
Why do you collect my personal information?
Providing your personal information can be helpful for a number of reasons:
- If your tickets are stolen/lost we can trace them to you and reissue the ticket if you are attending an event with allocated seating (tickets cannot be reissued for general admission or events with non-allocated seating)
- If an error occurs that we were unaware of at the time of sale we can correct it
- If we need to change your seating, we can contact you before the performance, ensuring a hassle-free event for all
- If a show is cancelled we are able to contact you regarding your refund. Although these occurrences are rare they do happen and it does help us to serve you better. And, if you have given us permission to do so, we can send you information on events and special offers.
Can I bring children?
This will depend on the suitability of the event for children. It is up to the parent/guardian to check relevant web links/video footage to determine if a performance is suitable for their particular child prior to purchasing a ticket. Any child requiring a seat must hold a valid ticket, and must remain in their seat at all times. Babies up to 2 years are admitted free providing they remain on the lap of a parent or guardian. Please ask the Box office staff for a “babe in arms” ticket prior to the start of the show. It is the parents or guardian’s responsibility to ensure the disturbance of other patrons is avoided
Can I take food and drink into the theatre?
This will depend on the performance/event. Generally bottled water, takeaway coffees and cold drinks purchased from the Venue is fine unless otherwise specified. Any outside food or drink will not be allowed.
When should I arrive?
Shows start promptly at the time stated on your ticket. Make sure you allow yourself ample time to park your car, walk to the venue, collect your tickets from the Box office (If needed) and find your seat.
A good general rule is to arrive 20 to 30 minutes prior to the start time on your ticket. For evening performances, we have a licensed bar where you can purchase drinks prior to the performance or during interval.
What happens if I'm running late?
This will depend on the specifications laid down by the company presenting the event. For most performances, you will be asked to wait in the foyer or at the entrance of the venue until a suitable break in the performance. This is for safety reasons and to cause as little disruption as possible to the performers and other patrons.
For most other events and functions you are able to come and go as you please.