Frequently Asked Questions

Ticketing Questions

How do I get a refund for my Broadway tickets?

Unfortunately, FROZEN played its final performance on Broadway on March 11, 2020.

• All outstanding tickets will be refunded at the original point of purchase.

• If you purchased via Ticketmaster.com, Ticketmaster via Phone/App or the Disney on Broadway Hotline: your refund is being processed, and your credit card will be refunded automatically by June 10. For any issues, please contact Ticketmaster at 1-800-982-2787 and have your Ticketmaster Account Number/Confirmation Number handy. You need NOT retain your original tickets.

• If you purchased at the Box Office with a credit card: The St. James Theatre Box Office is closed until further notice.  Your credit card will be refunded automatically by June 10.  Please retain your original tickets as proof of purchase until your refund has been processed.

• If you purchased at the Box Office with cash: The St. James Theatre Box Office is closed until further notice.  Please send a photo of your original tickets, along with your name and mailing address to customerservice@jujamcyn.com with the subject line “Box Office Cash Purchase Refund Request” so that we can process your refund; you will receive a check.

• If you purchased tickets as part of a Group: please contact your Group Sales Agent for more information regarding refunds or exchanges. Please retain your original tickets until you speak with the Group Sales Agent.

• If you purchased tickets through any other licensed sales channel (including, but not limited to, Ticketmaster Retail Outlets, Continental Guest Services, Broadway Inbound, etc.): please return to the original point of purchase for more information regarding refund processes.

Thank you for sharing in the magic of FROZEN on Broadway.

What is the status of the North American Tour of FROZEN?

Updates about upcoming cities and dates of the North American Tour of FROZEN can be found by clicking here.

​How much do tickets cost? What is the performance schedule?

Ticket prices for FROZEN vary by seating location, city, performance date and time. For performances schedules, pricing and links to official ticketing sites, visit our Tickets page.

How do I find out when the show is coming to my city?

The Tickets page has the most up-to-date information about the FROZEN tour. You can also register to receive email from Disney Theatrical Productions for advance notice when the show comes to your area.

​Do I need to purchase tickets in advance?

We encourage guests to purchase tickets in advance to ensure the best seating locations, however seats remain on sale until performance time, based on availability.

How do I get tickets for a group?

Group minimums and discounts vary by theater. Please visit the Tickets page for details on your city.

​Does my child need a ticket? Is there a minimum age requirement to attend the show?

Disney on Broadway performances are recommended for a general audience. As an advisory to adults who might bring young people, Disney recommends its productions for ages 6 and up. All persons entering the theater, regardless of age, must have a ticket.

Are smoke, haze and/or strobe lights used during the performance?

Yes. Please be advised that smoke, haze and strobe lights are used during the performance.

Making Plans

How long is the show?

FROZEN is over two hours long, including one intermission.

What should I wear to the show?

There is no dress code at the theatre. For all performances, attire should be comfortable and appropriate for the occasion. The theatre is air conditioned throughout the year.

Is it possible to meet cast members when I'm at the show?

For many guests, part of the fun of going to a Broadway show is meeting members of the cast at the Stage Door. Following the performance, some actors from FROZEN may be available to sign autographs and sometimes even pose for photos. Ask an usher for directions to the Stage Door.

Where can I get official show merchandise? Where can I find the cast recording?

You can get official FROZEN merchandise at the theatre or online via our official Gift Shop.

Contact Us

How do I contact Disney about my experience purchasing tickets or attending the show?

Please contact Disney Theatrical Guest Services to share your comments or questions.

How do I contact to arrange an interview or get press materials for FROZEN?

To reach the Disney Theatrical Group press office, submit your request here.

My theatre group/school drama department would like to perform FROZEN. How do I acquire rights for the production?

Frozen JR., a 60-minute adaptation – and Frozen KIDS, a 30-minute adaptation – designed for young performers are available to license. Find out more information by visiting Disney Theatrical Licensing.

Currently, the full-length Broadway production of Frozen is not available for licensing.

Where can I find out about job opportunities with Disney Theatrical Group?

To discover employment opportunities with Disney Theatrical Group, visit The Walt Disney Studios Careers site.

How do I audition for the show?

Information on open casting calls as well as submission requirements can be found by clicking here.