The Chicago Theatre | FAQs

Chicago Theatre FAQs

We are thrilled to welcome you back to The Chicago Theatre!

Our doors are open and The Chicago Theatre is ready to rock! Live entertainment is the backbone of the arts in Chicago, and its return is so important to our city’s recovery. Your health and safety remain our top priority, and we have worked closely with state, city and health officials to ensure we have the strongest operating protocols with the goal of providing a safe and enjoyable experience.

Last Updated: August 2, 2021 | 5:00 p.m. ET: Please note that government mandates and our venue protocols are subject to change, so be sure to continue to check back for the latest information. COVID-19 vaccination and testing requirements may also vary by event, so it is important for you to continue to check your specific event page to confirm details of your specific event. View calendar.

What Do I Need To Know?

Welcome back! We are committed to the goal of providing all of our guests a safe and enjoyable experience. We appreciate your cooperation!

Here are some of the most important things you should know.

Planning for your event:

  • The City of Chicago is currently in Phase 5 of the Restore Illinois reopening plan, meaning indoor venues are now able to host 100% capacity events without social distancing. Per local guidelines:
    • Guests do not have to provide proof of a COVID-19 vaccination or negative COVID-19 test in order to attend an event.
    • The audience can include a mix of vaccinated and unvaccinated guests.
    • It is recommended that all unvaccinated guests, including children over age two, wear face coverings.

*** Please note that government mandates and our venue protocols are subject to change, so be sure to continue to check back for the latest information.
*** COVID-19 vaccination and testing requirements may also vary by event, so it is important for you to continue to check your specific event page to confirm details of your specific event. View calendar.

A new way to enter:

  • Digital tickets can be accessed and displayed via the Ticketmaster App. Make sure you download the Ticketmaster App (Download: App Store | Google Play) in advance to facilitate contactless entry.
  • To control crowd flow and minimize traffic, The Chicago Theatre will utilize all available entrances.

Safety protocols inside the venue:

  • While face coverings are not required inside The Chicago Theatre, the recommendation, per local guidelines, is that all unvaccinated guests, including children over age two, wear face coverings except while actively eating or drinking.
  • Bags are not permitted in the venue, with the exception of personal items such as small pocketbooks and purses, no larger than 10”x 8”x 6”.
  • For food and beverage and merchandise, we are offering cashless options for in-venue purchases via credit cards and mobile payment  (Apple Pay and Google Pay).

Ticketing Information

Are there vaccination or testing requirements for attending an event?

Per State of Illinois guidelines, guests are not required to provide proof of a COVID-19 vaccination or negative COVID-19 test in order to attend an event.

Please note that government mandates and our venue protocols are subject to change, and certain events may have their own requirements around COVID-19 vaccination and testing. So it is important for you to continue to check your specific event page to confirm the details of your specific event. View calendar.

Are there different seating options for vaccinated and unvaccinated guests?

Per State of Illinois guidelines for indoor venues, The Chicago Theatre is now able to host 100% capacity events without separate sections for vaccinated and unvaccinated guests.

Please note that government mandates and our venue protocols are subject to change, and certain events may have their own requirements around COVID-19 vaccination and testing. So it is important for you to continue to check your specific event page to confirm the details of your specific event. View calendar.

 

Will there be ADA seats available?

Accessible seating for those eligible to purchase tickets may be secured by contacting The Chicago Theatre Disabled Services Department at 888-609-7599, Monday through Friday during normal business hours.

How will I get my tickets?

To facilitate contactless entry, digital tickets are accepted and all guests should download the Ticketmaster App in advance to display their ticket.

Do I need to have a smartphone to display my ticket to enter the event? Can I show more than one ticket on the same phone?

Yes, digital tickets must be presented on your smartphone via the Ticketmaster App, which should be downloaded in advance. Guests can display more than one ticket on the same smartphone.

Can I transfer my ticket to someone else?

Tickets can be transferred via the Ticketmaster App.

What is the refund policy? How do I request a refund?

Please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com regarding the refund policy for your specific event or for any additional questions regarding event policies.

 

 

Onsite Experience Questions

What safety protocols are in place at The Chicago Theatre?

As always, your health and safety remain our top priority, and we have worked closely with government and health officials to develop the strongest operating protocols with the goal of providing a safe and enjoyable experience.

While face coverings are not required inside The Chicago Theatre, the recommendation, per local guidelines, is that all unvaccinated guests, including children over age two, wear face coverings except while actively eating or drinking.

You can also expect protocols such as cashless transactions, MERV-13 air filters, “always on” cleaning of high touch surfaces, and the use of EPA approved cleaning products.

As a reminder, government mandates and our venue protocols are subject to change, so be sure to continue to check back for the latest information. COVID-19 vaccination and testing requirements may also vary by event, so it is important for you to continue to check your specific event page to confirm details of your specific event. View calendar.

Do I need to follow protocols while in attendance at The Chicago Theatre?

Yes. Guests who are permitted entry to The Chicago Theatre, and subsequently refuse to comply with or violate our policies, will be asked to leave and their tickets will not be refunded.

What is the policy regarding face coverings?

Face coverings are not required, however, per local guidelines, the recommendation is that all unvaccinated guests, including children over age two, wear face coverings except while actively eating or drinking.

Can I bring a bag?

To help provide a safe experience, guests are not permitted to enter with bags larger than 10”x 8”x 6”. Small pocketbooks/purses are permitted. For guests with additional needs, please contact Guest Relations at: 212-465-6225 or guestrelations@msg.com.

Will merchandise be available for purchase?

Merchandise may be available for purchase at your event. We are offering cashless options for merchandise transactions, using credit cards or mobile payment, including Google Pay and Apple Pay.

Will food and beverage be available for purchase?

Food and beverage is available for purchase. Please note that we have cashless options for food and beverage transactions, allowing you to use your credit card or mobile payment, including Google Pay and Apple Pay.

Can I still use cash to make in-venue food and beverage and/or merchandise purchases at The Chicago Theatre?

Yes. As part of our health and safety protocols we are offering cashless transaction options for all in-venue purchases, but cash is also accepted at food and beverage and merchandise locations in The Chicago Theatre.

Will restrooms be accessible throughout the venue?

Restrooms are open and available in multiple locations throughout The Chicago Theatre. We have made a number of modifications as part of our comprehensive health and safety protocols to our restrooms, including extensive deep cleaning.

What if I still have more questions?

If you have any additional questions please feel free to reach out to Guest Relations at: 212-465-6225 or  guestrelations@msg.com.

 

 

Other FAQs

Alcohol Serving and Consumption

For most events at The Chicago Theatre, alcoholic beverages are available for purchase. The Chicago Theatre staff is trained in the nationally recognized T.E.A.M. (Techniques for Effective Alcohol Management) Training program for responsible alcohol management. All guests may be required to show ID to purchase alcohol. Guests are not permitted to bring in alcoholic beverages from outside and may not leave with alcohol purchased inside The Chicago Theatre. Management reserves the right to refuse the sale of alcohol to any guest.

Please be aware that it is the policy of MSG Entertainment to require all guests who appear to be forty (40) years of age or younger to present a valid form of ID with proof of age in order to purchase alcoholic beverages at Madison Square Garden, Radio City Music Hall, The Beacon Theatre or The Chicago Theatre. Pursuant to applicable State law, we accept only the following forms of identification:

  • A valid driver’s license or non-driver identification card issued by the United States Government, a State Government, Commonwealth, Possession or Territory of the United States or a Provincial Government of Canada (except Canadian ID other than a valid passport will not be accepted at the Chicago Theatre)
  • A valid passport
  • A valid U.S. military ID

Animals

We love animals as much as you do, however, only service animals are permitted inside Radio City Music Hall. Please visit our Disabled Services page for our rules and regulations.

Cameras/Photography

We want you to be able to re-live the epic experiences you have at our venues, however, camera equipment can get in the way of your fellow fan’s enjoyment.

To respect all our guest’s experiences, video cameras, monopods, tripods, selfie sticks, audio recording devices and professional cameras (those including telephoto or zoom lenses) will not be permitted inside The Chicago Theatre.

There are also instances when the artist prefers to perform in a phone-free environment; meaning cellphones, smart watches, cameras and recording devices will be prohibited.

Coat Check

Coats and bags may be checked for $2 per item. Please note that backpacks and other large bags are not permitted into the auditorium.

Code of Conduct

  • Guests shall be respectful of others around them.
  • Guests shall avoid blocking the view of other Guests.
  • During some concerts, the artists may request that guests be permitted to stand immediately in front of their seats during the entirety of the performance. On those occasions, standing guests shall continue to be respectful of others around them and avoid blocking the view of other guests.
  • Guests shall not interfere with the event, the performers or the athletes in any way.
  • Guests shall refrain from using foul/offensive language, fighting, obscene gestures, throwing objects and engaging in other behavior detrimental to the experience of other guests.
  • Guests shall not stand on seats or any other building structure.
  • Guests shall not block the aisles.
  • Guests shall not occupy a seat or remain in an area for which they do not possess a valid ticket and shall provide their ticket upon request.
  • As required by the City of Chicago, guests shall not smoke anywhere in our facilities.
  • Guests who consume alcoholic beverages shall do so in a responsible manner.
  • Guests are encouraged to report inappropriate or offensive behavior to an Usher, Security Officer or Supervisor.
  • Guests shall comply with requests from arena staff regarding arena operational and emergency procedures.

The venue staff has been trained to intervene when deemed necessary and to use their best discretion to help ensure that guests who ignore the Code of Conduct do not interfere with other guests’ ability to enjoy an event. Guests who violate the Code of Conduct may be subject to ejection without refund and, to the extent their conduct constitutes a violation of law, may be subject to arrest. We thank you for your cooperation.

Disabled Services

Meeting the needs of our guests with disabilities at The Chicago Theatre is a never-ending commitment—we want to make your visit with us an enjoyable and unforgettable experience. Please visit our Disabled Services page for a full range of our accommodations, programs and policies.

Families

Baby changing facilities. Both the men and women’s restrooms on the Lower Level and in the men’s restroom on the Main Floor across from Aisle 5 are equipped with baby changing stations.

Booster seats. If your little one needs a “boost” when enjoying an event, stop by the guest coat check in the Main Lobby to obtain a complimentary booster seat.  Supplies are limited, so be sure to get there early if you’re in need of one.

Strollers & car seats. You are more than welcome to bring your child to The Chicago Theatre in a stroller or car seat; however, they must be checked ($2) at the guest coat check.

Nursing mothers. A mother may nurse her child in any public location where she is comfortable and authorized to be (breast pumps are permitted). Nursing mothers seeking more discreet accommodations are welcome to use the mother’s room on the Lower Level.

First Aid

The safety and well-being of our guests is very important to us—if you begin to feel ill or find that you require medical assistance, please see an usher immediately.

The Chicago Theatre is equipped with Automatic External Defibrillators (AED) which are located throughout the building. Designated employees, including our medical staff, have been properly trained and certified to use AEDs.

Handouts/Leaflets/Vending

The distribution of promotional items, flyers, handbills or printed materials is not permitted without written permission of The Chicago Theatre. In addition, vending, peddling or product sampling is not allowed.

Lost and Found

Whether you misplaced something before, during or after an event, we’re here to help. Please speak with an usher or guest experience representative for further assistance. Click here to fill out our Lost & Found form.

Outside Food and Beverages

We’re all for you grabbing a bite to eat or a drink before making your way to The Chicago Theatre for your event, however, any outside food and beverages (including cans and bottles) are not permitted inside.

Parking

Find parking for your event through ParkWhiz, the Official Parking App of The Chicago Theatre, and book your space today. Click here to explore nearby garage and lot locations.

Prohibited Items

In addition to the above mentioned items, there are a few things that are not permitted inside The Chicago Theatre:

* Weapons/Firearms/Knives
* Laser Pens
* Pepper Spray/Mace
* Signs and Banners
* Alcohol
* Selfie Sticks
* Video Cameras/Recording Devices
* Outside Food & Beverages
* Glass, Cans, Aluminum Bottles
* Hoverboards/Skateboards

Security

We ask all guests to arrive early and travel light as you may be subject to search. We ask that our guests avoid bringing in unnecessary items. The Chicago Theatre may utilize metal detecting hand wands, walk through metal detectors, or other devices during the security screening process.

Smoking

By law, smoking in all areas of The Chicago Theatre is prohibited. You may smoke outside the theatre building; however, you must retain your ticket for admittance back into the building.  If you have any questions regarding re-entry please speak with a guest services representative prior to exiting the venue.

Ticketing

Box office. Our Box Office is currently closed.  For any questions regarding refunds for tickets bought through the Box Office, please call 212 465-6225.

Children’s tickets. If you’re taking your little one who has reached their second birthday to an event at The Chicago Theatre they are required to have a ticket. Note, for certain family events, children who have reached their first birthday require a ticket. Any child attending without a ticket under these policies may not occupy their own separate seat and must sit on a parent or guardian’s lap.

Lost or stolen tickets. If you’ve lost your tickets or they’ve been stolen before your event takes place, please return to your point of purchase for assistance.

 

 

*Please note that government mandates and our venue protocols are subject to change, so be sure to continue to check back for the latest information.

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