FAQ

HOW CAN I BUY TICKETS TO AN EVENT?
HOW DO I COLLECT MY TICKET?
WHERE WILL MY TICKETS BE AVAILABLE FOR COLLECTION?
DO I NEED TO BRING ANYTHING WITH ME WHEN PICKING UP MY TICKETS? BUT WHAT IF YOU CAN'T COME TO PICK UP YOUR TICKETS IN PERSON?
WHAT IF MY TICKETS ARE LOST OR STOLEN?
CAN I GET A REFUND?
WHAT SHOULD I DO IF AN EVENT IS CANCELLED OR POSTPONED?
WHAT IS MY TRANSACTION NUMBER?
DOES MY CHILD NEED A TICKET?
CAN I CHOOSE A SPECIFIC SEAT?
DO I NEED TO REQUEST SPECIAL SEATING FOR WHEELCHAIRS OR PATRONS WITH A DISABILITY?
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
IS IT SAFE TO BUY TICKETS FROM SOMEONE ADVERTISING THEM IN THE PAPER, SELLING THEM IN THE STREET OR SELLING THEM ONLINE?
WHY IS THERE A TIME LIMIT WHEN PURCHASING TICKETS ONLINE?
WHY ARE THERE LIMITS SET ON HOW MANY TICKETS I CAN PURCHASE?
WILL MORE SEATS BECOME AVAILABLE FOR SALE AT A LATER DATE?
WHY DO TICKETS SELL OUT SO QUICKLY AND WHY ARE MY SEATS SO FAR BACK WHEN I BOOKED EARLY?
WHAT IS THE BEST WAY TO BOOK? HOW CAN I GUARANTEE THAT I GET GOOD SEATS?

1. HOW CAN I BUY TICKETS TO AN EVENT?

Cotai Ticketing provides customers with 3 easy ways to purchase tickets to an event. Each method allocates tickets from the same inventory via our ticketing system; therefore one method of purchasing tickets is not better than any other. The system will provide the best available tickets to you (in the requested price category) at the time of purchase.

Click here to view booking methods

2. HOW DO I COLLECT MY TICKET?

You can collect your tickets from the event venue. Please note that only the credit card / CUP card / Alipay Account registered owner is authorized to collect tickets.

3.WHERE WILL MY TICKETS BE AVAILABLE FOR COLLECTION?

Click here for the list of collection outlets available.

4. DO I NEED TO BRING ANYTHING WITH ME WHEN PICKING UP MY TICKETS? BUT WHAT IF YOU CAN'T COME TO PICK UP YOUR TICKETS IN PERSON?

If you are unable to come to collect your tickets in person, the following are the procedures for collecting tickets in various situations:

4.1 - The ticket collector, the Cotai Ticketing account owner and the bank card owner are the same person:
The ticket collector must present the bank card used to purchase the ticket and a photo identification document to collect the ticket in person, and must sign the confirmation receipt immediately. Virtual bank card holders must log in to the app on their mobile phone and present their virtual bank card number for verification.

4.2 - The ticket collector is either the Cotai Ticketing account owner or the bank card owner:You can authorize the Cotai Ticketing account owner/bank card owner to collect the tickets at the Cotai Ticketing box office, but the person collecting the tickets must present the following documents:

Signed authorization letter (authorization letter must be collected)
Copy of bank card used for online transactions (only the first 4 and last 4 numbers of the credit card must be clearly shown)
Copy of the authorizing person's identity document (only the full name of the authorizing person must be clearly shown)
Identification document of the person authorized to take the ticket

If the above required authorization documents are incomplete, Cotai Ticketing reserves the right not to issue tickets.
Please note:

Each authorized ticket collector must be 18 years old or above, and can only be authorized once per performance.
Authorized persons can only collect tickets at the Cotai Ticketing Counter within 14 days before the performance. Please click here to view various ticket collection locations.

4.3 - The ticket collector is different from the Cotai Ticketing account owner and bank card owner:
If the Cotai Ticketing account owner and the payment bank card owner are both different, it is authorized to a third party. We do not accept third party authorization to collect tickets.

Cotai Ticketing reserves the right to cancel your tickets in the event of any dispute or suspected fraud (including illegal resale of premium tickets).

5. WHAT IF MY TICKETS ARE LOST OR STOLEN?

Upon request, reserved seating tickets can be re-issued providing correct patrons and payment details can be verified by registered patron account. An administration fee which cost MOP 40 will be charged per ticket replaced.

Please contact our customer service team at enquiries@cotaiticketing.com or call our hotline with an explanation of your lost/stolen tickets including:

Your Cotai Ticketing transaction number
Details of the event including: name, date and time

For more information on tickets (replacement), please refer to Point 4. Tickets must be collected from the Box Office 1 hour prior to the start of the event.

6. CAN I GET A REFUND?

According to the Cotai Ticketing Conditions of Sale, there are no refunds, exchanges or cancellations on any ticket unless an event is postponed or cancelled in which case a Notice of Cancellation or Postponement will be placed in the media by Cotai Ticketing or the event organizer. If a refund is made, Cotai Ticketing may, to the extent permitted by law, retain any fee it has charged.
Click here to see the entire Cotai Ticketing Refund Policy.

7. WHAT SHOULD I DO IF AN EVENT IS CANCELLED OR POSTPONED?

If an event is cancelled or postponed, we will notify customers through our website and via media outlets, outlining details on how to request a refund or attend the new date.

8. WHAT IS MY TRANSACTION NUMBER?

Once you have completed a transaction with us, the customer service representative will issue you a transaction number that is unique to your purchase. If you booked via the Internet, you will receive a transaction number in your email confirmation. Please keep a record of you transaction number, as it will provide a quick reference for your booking details if you need to contact us regarding your booking.

9. DOES MY CHILD NEED A TICKET?

Children 3 years and under can be admitted without a ticket (subject to change depending on event). Children without a ticket must not occupy a seat and must be nursed by an adult at all times.

10. CAN I CHOOSE A SPECIFIC SEAT?

Tickets are automatically allocated via our ticketing network on a "next best available" seating system. This means that for each event, tickets become available in order of best seating, according to the type of event taking place within the venue. When you make your booking, the tickets allocated to you are the best available in your chosen price category - at that time.

11. DO I NEED TO REQUEST SPECIAL SEATING FOR WHEELCHAIRS OR PATRONS WITH A DISABILITY?

Yes, all venues have special seating and access available which must be specifically requested at the time of booking. If you have special seating requirements, including wheelchair accessibility, please contact a customer service representative via our hotline and they will be happy to assist with you with your seating requirements.

12. WHAT FORMS OF PAYMENT DO YOU ACCEPT?

Cotai Ticketing accepts payment via major credit cards including VISA, MASTERCARD, AMEX and JCB. Cash, CUP card, Alipay, MacauPay, MacauPass and WeChat Pay are accepted for tickets purchased from Box Office outlets.

13. IS IT SAFE TO BUY TICKETS FROM SOMEONE ADVERTISING THEM IN THE PAPER, SELLING THEM IN THE STREET OR SELLING THEM ONLINE?

No, it is against the Cotai Ticketing Conditions of Sale to resell tickets at a premium. Cotai Ticketing advises against, and accepts no responsibility for tickets purchased from unauthorized sellers. Tickets sold through unauthorized sellers may not be valid for entry and bear the holder no entitlement to refund under any circumstances.

14. WHY IS THERE A TIME LIMIT WHEN PURCHASING TICKETS ONLINE?

A time limit is given to ensure fair access for all customers wanting to purchase. If your session time expires, you will receive a notification, and will be required to access the website again.

15. WHY ARE THERE LIMITS SET ON HOW MANY TICKETS I CAN PURCHASE?

Ticket limits may apply to some events so that the distribution of seats is as fair and equitable as possible. Ticket limits vary depending on the type of event and the anticipated demand for tickets. It is the responsibility of the patron to ensure they do not purchase more tickets than the specified ticket limits. Patrons found to be purchasing in excess of the specified limits will have their excess tickets cancelled and admission to the event will be denied.

16. WILL MORE SEATS BECOME AVAILABLE FOR SALE AT A LATER DATE?

On some occasions limited seats may be released close to the event date.

17. WHY DO TICKETS SELL OUT SO QUICKLY AND WHY ARE MY SEATS SO FAR BACK WHEN I BOOKED EARLY?

The Venetian^®Macao is rapidly becoming Asia's premier entertainment destination for guests all over the world; understandably tickets for our exclusive events are in huge demand. There are many points of sale operating when tickets go on sale and therefore sessions can sell out extremely fast.

18. WHAT IS THE BEST WAY TO BOOK? HOW CAN I GUARANTEE THAT I GET GOOD SEATS?

There is not one method of booking that is the best or that guarantees you get the best seats. The different methods of booking have access to the same seating allocations and begin selling at the same time. It is important to book early as possible as tickets can sell out fast.