SEASON TICKET EXCHANGE FAQ s

Transcription

1 SEASON TICKET EXCHANGE Q: What is the Season Ticket Exchange Benefit? A: Exclusive to season ticket holders, this benefit allows you to exchange tickets for games you re not going to and provides Experience Credit that can be used to experience upgrades at a better seat location or sit with friends by adding additional single game seats for a future game. Q: What can I apply Experience Credit towards? A: Experience Credit can be used to upgrade your seats at a game of your choice or add additional seats for a future game. Q: What s the difference between these credits and my True Blue Benefit credits? A: These credits are designed to enhance your in-arena experience, and can only be used for additional seats to another game or to upgrade your seat location at a game. True Blue Benefit credits are to be used toward food & beverage or team merchandise in the arena. Q: Is there a difference between Season Ticket Exchange and My TRUE BLUE Tix? A: Managing your tickets through Season Ticket Exchange is slightly different than managing your tickets through your My TRUE BLUE Tix account. Upgraded or purchased seats in the Season Ticket Exchange app can not be printed, forwarded or resold. Q: Does Experience Credit carry over for future seasons? A: No. Experience Credit expires at the end of the regular season. Q: Can I receive cash back for the value of the tickets I turn in? A: No. Experience Credit has no cash value. Q: Can I turn in tickets from a past event? A: No. You may only turn in your tickets prior to tip off. Q: Can my share partner use this feature? A: This technology is currently available only for the primary season ticket owner. Q: Can I exchange my parking passes for another game? A: No, parking passes cannot be exchanged. Q: Can I use my credit to purchase food, beverage, or retail at Amway Center? A: No, this credit cannot be applied to food, beverage or Magic merchandise. Q: How many games can I turn in for Experience Credit? A: There is no limit on the number of games you may exchange. However, keep in mind that credit does not roll over to next season. Q: Can I use my Experience Credit toward renewals? A: No, you cannot use your credit toward season ticket renewal. Q: I m having problems who can I call for support? A: Support is available within the Orlando Magic app via or chat by clicking the Help option.

2 NOT GOING Q: What is Not Going? A: Not Going is a feature that allows you to exchange tickets for games you re not going to and provides Experience Credit that can be used to experience upgrades at a better seat location or sit with friends by adding additional single game seats for a future game. Q: How do I turn in my tickets for Experience Credit? A: Log into the Orlando Magic mobile app on your smart phone. If you don t have the app yet, download it today for free from the App Store at itunes or Google Play. Within the Orlando Magic app, select Season Ticket HQ from the app menu and then log in using your My True Blue Tix address. At that point, you ll be able to select games to exchange. Step-by-step instructions can be found at Q: How does credit amount get determined? A:The value of the tickets you select to release is equal to your season ticket holder price for that game ticket. To view a list of season ticket holder pricing by game, visit Q: When do I have to exchange my seats in order to receive credit? A: For games you can t attend, tickets may be turned in up to tip-off for each designated game. Once tip-off has occurred, the exchange feature will not be available. Q: What happens to my original A: Your original seats are returned to the team and may be used by other fans who are upgrading their seats during the game. Q: Can I sell my tickets on the secondary market after selecting Not Going? A: No. Q: I used Not Going, but then decided I can attend the event. Can I cancel my exchange and get my original seats back? A: No. All transactions are final. Q: If I only plan on using two of my four seats for a given game, can I return the other two A: At this time, you must return all of your seats for a game to receive credit.

3 NOT GOING ( C o n t i n u e d ) Q: Can I exchange games over the phone or through ? A: No. You may only exchange games through the Orlando Magic mobile app. Q: Why am I unable to exchange the game I m not going to? A: Your account must be in good financial standing to exchange games. If your account is on a payment plan, only games that have been paid for are able to be exchanged. When your account is paid in full, all games are available to exchange. Q: Where can I view my credit balance? A: You can view your current Experience Credit balance in the Profile section of the app. Q: Where can I see a list of all the games that I ve turned in? A: When you turn tickets in for games using the Orlando Magic app, those tickets will no longer be visible within your My TRUE BLUE Tix account. To view the credit balance you have accrued by turning in tickets, log in to Season Ticket HQ on the Orlando Magic App and visit My Profile. Q: Once I ve turned a game in, how do I use my credits? A: Log into the Orlando Magic mobile app on your smart phone and visit Season Ticket HQ to redeem your credit to experience upgrades or sit with friends and obtain additional seats. Step-by-step instructions are available on Q: Will my original tickets/barcodes work once I have selected Not Going? A: No.

4 EXPERIENCE UPGRADES Q: What is Experience Upgrades? A: Experience Upgrades is a mobile feature that allows season ticket holders to upgrade their current seats with their Experience credit after turning them into Season Ticket Exchange. Q: When can I use the Experience Upgrades feature? A: You may only use the Experience Upgrades feature starting one hour before tip-off, for any game where you hold valid season tickets. Q: What if I don t have enough credit to cover the total cost of my upgraded A: Your Experience Credit will be applied on the checkout screen and the price difference will be located in the Total. You may then pay the remaining balance with a debit or credit card. Q: Can I upgrade my seats feature after a game has started? A: Yes. Simply log into the Orlando Magic app, visit Season Ticket HQ and follow the step-bystep instructions available at Q: Can I purchase a seat upgrade after choosing to Sit With Friends? A: Yes. You can purchase seat upgrades by clicking Browse in the application to view available inventory. Follow the step-by-step instructions available at Experience Upgrades option, can I forward my A: No. Through Season Ticket Exchange, you are unable to forward, print, or resell your tickets. Experience Upgrades option, can I print my tickets? A: No. Your tickets from Season Ticket Exchange are only accessible from the Orlando Magic app. Q: What do I show to the usher near my upgraded A: Your upgraded seat locations and barcodes are stored in the Season Ticket HQ section of the app. Present this to the usher upon arriving at your new seat location.

5 SIT WITH FRIENDS Q: What is Sit With Friends? A: Sit With Friends is a new mobile feature that allows season ticket holders to add on additional seats for a future game when seats are available. Q: When can I use the Sit With Friends feature? A: You can use the Sit With Friends feature at any time during the season, for any game where you hold valid season tickets. Q: Where will my new seats be located? A: The system will look for seats closest to your current seat location. The best available seats for your group size may be in another section or level, but you can always decline the new seats. Q: Will the new seats be next to each other? A: Yes. You will receive a set of seats together in your group size. Q: What if I don t have enough credit to cover the total cost of adding A: Your Experience Credit will be applied on the checkout screen and the price difference will be located in the Total. You may then pay the remaining balance with a debit or credit card. Q: How much does it cost to buy the additional A: You'll pay the difference between the total cost of your original seats and the total cost of your new seats. Q: Can I purchase a seat upgrade after choosing to Sit With Friends? A: Yes. You can purchase seat upgrades by clicking Browse in the application to view available inventory. Follow the step-by-step instructions available at Sit with Friends option, can I forward my A: No. Through Season Ticket Exchange, you are unable to forward, print, or resell your tickets Q: What if my friend arrives at a different time than I do? Can we enter separately? A: No. Your party must be together in order to enter the game. Sit With Friends option, can I print my tickets? A: No. Your tickets from Season Ticket Exchange may only accessible from the Orlando Magic app. Q: What do I show to the usher near my new A: Your new seat locations and barcodes are stored in the Season Ticket HQ section of the app. Present this to the usher upon arriving at your new seat location.

6 BEST AVAILABLE FOREVER Q: What is "Best Available Forever"? A: "Best Available Forever" is a new mobile feature that gives you convenient access to a seat upgrades at future events based on your original seat location. Q: How does the system determine which seats are best for me? A: The system provides a seat upgrade recommendation based on your current seat location. Q: I see better seats available in the stadium. Why weren t those offered to me? A: The seat upgrades offered to you are based on a few factors, including your original seat location and other fans using the system. Q: Am I required to purchase seat upgrades that are delivered to me through "Best Available Forever"? A. No. You can decline any upgrade that is delivered to you through the app. Q: Can I increase the quantity of seats I would like to upgrade once they are delivered to me? A: No. Q: How do I pay for seat upgrades that are delivered through "Best Available Forever"? A: You can pay with any major credit card. Q: I don t think the new seats that I purchased are better. Can I get a refund? A: No. Previews of the new seat locations and the specific seat locations are provided before you confirm the purchase. Once you accept the upgrade, all transactions are final. Q: I don t like my new seats. Can I return to my original A: No. Your original seats were returned and may be in use by a fan who has upgraded from another location. Additional upgrades can be purchased, though.