FAQ

General questions

1. Why do I have to register to be able to carry out a purchase?

2. Why am I not able to sign in on My WIEN-TICKET?

3. Where can I redeem a voucher?

4. Where can I redeem a promotion code?

5. How can I book wheelchair spaces?

6. How can I book the WIEN-TICKET Design Ticket?

7. Deposit at the WIEN-TICKET centre: When can I pick up my purchased tickets at the WIEN-TICKET centre?

8. Where can I find the WIEN-TICKET centre?

9. Deposit at the box office: When can I pick up my tickets?

10. What do I need to bring when picking up my purchased tickets?

11. The event I have purchased tickets for has been cancelled. How do I proceed now?

12. The event I purchased tickets for has been postponed. Unfortunately, I will not be able to attend the event on the new date. What can I do?

13. An event has been cancelled/postponed/relocated – why was I not informed?

14. I have purchased tickets via the WIEN-TICKET online shop, but have not gotten a confirmation email. Has my order been completed?

15. My tickets have been stolen/I have lost my tickets. Who can help me with that?

16. I have bought tickets but cannot attend the event. What can I do?

17. My credit card was charged with a wrong amount; how can that happen?

18. What happens with my personal information at WIEN-TICKET?

 

Questions regarding the WIEN-TICKET Club

1. What is the WIEN-TICKET Club?

2. When will I receive the end of the year bonus?

3. How is the end of the year bonus being calculated?

4. Where and how can I use my end of the year bonus?

5. Why have I not received a birthday bonus?

 

 

General questions

1. Why do I have to register to be able to carry out a purchase?

A registration is necessary for us to be able to inform our customers about cancellations or changes regarding the event, and to communicate relevant information coming from the organiser.

 

2. Why am I not able to sign in on My WIEN-TICKET?

Should the login with your email address fail; Please try using your customer number instead. If this will not work either, please contact our customer service at kundenservice@wien-ticket.at or via telephone at +43158885 (Mon.-Sun. 10am – 8pm).

 

3. Where can I redeem a voucher?

When purchasing your tickets at the WIEN-TICKET booth at the Staatsoper (Mon.-Sun. 10am-7pm), please hand in your voucher.

When booking the tickets via the WIEN-TICKET call centre at +343158885 (Mon.-Sun. 10am-8pm), please communicate your voucher number.

If you plan on redeeming your voucher online, log in using your account information, or create a new account. After the login click on “voucher”. A box will appear where you can enter your voucher number (not in the box promotion code).

Please note that some vouchers can only be redeemed either only at the WIEN-TICKET booth at the Staatsoper, at the WIEN-TICKET call centre or via the WIEN-TICKET online shop.

 

4. Where can I redeem a promotion code?

If you purchase tickets at the WIEN-TICKET booth at the Staatsoper, please tell the employee the promo code.

When booking tickets via the WIEN-TICKET call centre, please also tell the employee the promo code.

If you purchase tickets online, you will find the box “promotion code” in the shopping basket. Please enter the promo code and the reduced price will be shown.

 

5. How can I book wheelchair spaces?

Unfortunately, we are not able to unlock wheelchair spaces for the online shop.

The booking of wheelchair spaces is possible only via the WIEN-TICKET customer service. You can reach the WIEN-TICKET customer service via telephone at +43158885 (Mon.-Sun. 10am-8pm) or at kundenservice@wien-ticket.at. Please understand, that some organisers prefer to handle the booking of wheelchair spaces by themselves. In this case we will forward your inquiry. Thanks for your understanding!

 

6. How can I book the WIEN-TICKET Design Ticket?

The WIEN-TICKET Design Ticket is being offered for selected events. Apart from the regular ticket, which will still be available for you, you get the option to choose the WIEN-TICKET Design Ticket when booking tickets online. (under Delivery & Pick-Up service)

Please note that the WIEN-TICKET Design Ticket is only available with the delivery option of shipment. Select the delivery option Shipment Domestic as Design Ticket or Shipment international as Design Ticket. Due to the high quality of the ticket paper as well as the complex printing process, the delivery fee will increase slightly.

 

7. Deposit at the WIEN-TIKET centre: When can I pick up my purchased tickets at the WIEN-TICKET centre?

Your tickets will be ready to pick up immediately after the purchase, via your confirmation number.

If you have entered an email address during the booking process, you will receive a confirmation email, after a successful booking process. This email will also include the booking number. If you don’t state your email address during a booking via telephone, please write down your booking number.

 

8. Where can I find the WIEN-TICKET centre?

Here you can find an overview of all WIEN-TICKET centre booths as well as an overview of all WIEN-TICKET centre partners

 

9. Deposit at the box office: When can I pick up my tickets?

With your booking number, the tickets will be available at the box office an hour prior to the event.

Tickets for events at the Wiener Stadthalle, Raimund Theater, Ronacher Theater and Theater an der Wien can also be collected at the respective box offices during opening hours immediately after the ordering process, requiring your booking number.

Wiener Stadthalle (Main entrance Märzpark)
Mon. – Thu. 10:00am-7:00pm
Fri. 10:00am-6:00pm
Saturday, Sunday and Holiday closed (when events take place, the register will be open 2 hours prior to the event)
Dec. 24th & Dec. 31st (if workdays): 10:00am-2:00pm

Raimund Theater
Wallgasse 18-20
1060 Wien
Mon. – Sat. 2:00pm-6:00pm
Sundays & Holidays when an event takes place 2:00pm-6:00pm

Ronacher Theater
Seilerstätte 9
1010 Wien
Mon. – Sat. 2:00pm – 6:00pm
Sondays & Holidays when an event takes place 2:00pm-6:00pm

Theater an der Wien
Linke Wienzeile 6
1060 Wien
Mon. – Sat. 10:00am - 6:00pm
Sondays & Holidays when an event takes place 2:00pm-6:00pm, Matinees 10:00am-1:00pm.

 

10. What do I need to bring when picking up my purchased tickets?

For picking up your tickets, you are required to bring your booking number (invoice, confirmation email) and a photo ID.

 

11. The event I have purchased tickets for has been cancelled. How do I proceed now?

If the tickets have been purchased either via www.wien-ticket.at, at the WIEN-TICKET call centre or at the WIEN-TICKET booth at the Staatsoper, please send the original tickets to:

WT Wien Ticket GmbH
z. Hd. Kundenservice
Hütteldorfer Strasse 2f
1150 Wien
WIEN-TICKET

After communicating with the organiser WIEN-TICKET will strive for a quick reverse transfer of the ticket price.

If the tickets have been purchased at an official WIEN-TICKET centre partner/ticket agency, please return the tickets at the location of purchase.

Information about cancellations can be found online at WIEN-TICKET under “WIEN-TICKET News”.

 

12. The event I purchased tickets for has been postponed. Unfortunately, I will not be able to attend the event on the new date. What can I do?

When purchasing the tickets via the WIEN-TICKET online shop, the WIEN-TICKET call centre or at the WIEN-TICKET booth at the Staatsoper, please send the original tickets via registered letter to:

WT Wien Ticket GmbH
z. Hd. Kundenservice
Hütteldorfer Strasse 2f
1150 Wien

After communicating with the organiser WIEN-TICKET will strive for a quick reverse transfer of the ticket price.

If the tickets have been purchased at an official WIEN-TICKET centre partner/ticket agency, please return the tickets at the location of purchase.

Information about postponed or relocated events can be found online at WIEN-TICKET under “WIEN-TICKET News”.

 

13. An event has been cancelled/postponed/relocated – why was I not informed?

WIEN-TICKET advises to complete your personal information prior to every booking to ensure that we can contact you in case of changes or cancellations regarding the event. Information about cancellations, relocations or postponements can be found under “WIEN-TICKET News”.

As a voluntary service WT Wien Ticket GmbH may contact customers who have purchased tickets electronically by e-mail, phone, text message or by post via letter for an event that has been cancelled, postponed or changed in any other way, provided that the customers contact details are available.

WIEN-TICKET is not obligated to inform ticket holders in case of cancellations, postponement or change of location. Please check if the event will take place prior to any event.

 

14. I have purchased tickets via the WIEN-TICKET online shop, but have not gotten a confirmation email. Has my order been completed?

Please contact our customer service via kundenservice@wien-ticket.at or via telephone at +43158885 (Mon.-Sun.- 10am-8pm). We will check if we have received your booking. Please prepare customer name and contact details for this process.

 

15. My tickets have been stolen/I have lost my tickets. Who can help me with that?

Tickets are like cash. If they are lost or stolen, in general, no replacement can be issued. (risk of misuse)

However, if you have booked a clearly identifiable seat, please contact our customer service at kundenservice@wien-ticket.at or call +43.1.58885-583 (daily from 9am-8pm). We will contact the organiser regarding further procedure and will strive to find an accommodating solution. We kindly ask for your understanding that the decision about a solution lays completely in the hands of the organiser and WIEN-TICKET does not have any influence on that decision.

 

16. I have bought tickets but cannot attend the event. What can I do?

WIEN-TICKET sells tickets on behalf of the respective organiser. All purchases are fix and the return of tickets is in general not possible.

WIEN-TICKET offers a cancellation insurance in collaboration with the European travel insurance. Here you can find more details regarding this insurance.

If you have activated the ticket cancellation cover in your order and wish to make a claim: Click here to file a claim report.

 

17. My credit card was charged with a wrong amount; how can that happen?

Please contact our customer service at kundenservice@wien-ticket.at or via telephone at +43158885 (Mon.-Sun. 10am-8pm). Please tell us your booking number and contact information. WIEN-TICKET will immediately check the transfer and will be quick to correct any possible errors.

 

18. What happens with my personal information at WIEN-TICKET?

You want to know more about our privacy guidelines? Check Security & Privacy or our Cookies for further information

 

Questions regarding the WIEN-TICKET Club

1. What is the WIEN-TICKET Club?

You are interested in the WIEN-TICKET Club? Click here to find further information

 

2. When will I receive the end of the year bonus?

As soon as you reach a turnover of 250€ (incl. VAT) in ticket purchases within the current calendar year, you will receive a voucher of 2.5%. This voucher must be redeemed until the end of the calendar year (Dec. 31st) in which it was issued.

 

3. How is the end of the year bonus being calculated?

The turnover includes all bookings carried out with the same customer number that you use for the WIEN-TICKET Club. The end of the year bonus includes all the bookings you made via the WIEN-TICKET online shop, at our WIEN-TICKET booth at the Staatsoper (Mon.-Sun. 10:00am-7:00pm) or via the WIEN-TICKET call centre at +43158885 (Mon.-Sun. 10:00am-8:00pm).

 

4. Where and how can I use my end of the year bonus?

Within the first quarter of the year you will receive a personal voucher number sent to the email address you used for the WIEN-TICKET Club.

To redeem the end of the year bonus, please log in via “My WIEN-TICKET”. After adding your chosen tickets to the shopping basket, click on “voucher” and a box will open where you can enter the voucher number (not in the box promotion code).

 

5. Why have I not received a birthday bonus?

Please check if you added your birthday to your account information. The birthday bonus will be sent out at the end of the month prior to your birthday.

 

Questions regarding the WIEN-TICKET WhatsApp Service

Unfortunately, we currently only provide the WhatsApp service for German speaking customers.