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Sales and Customer Service

1.1 Customer service and exchange policies

If I begin showing symptoms after 12 p.m. (noon) on the day of the concert, can I contact the OSM to obtain a refund?

Anyone experiencing any symptom of COVID-19 or who has been in contact with someone diagnosed as carrying this virus is urged not to attend concerts. In such an event, please contact our ticket services to obtain a refund. Charges may apply.

Will your customer service counter be reopening?

For the safety of our audiences and staff, our customer service counter remains closed for the time being. We invite you to make purchases over the phone, by calling 514-842-9951 from Monday to Friday between 9 a.m. and 7 p.m. or Saturday between 10 a.m. and 4 p.m., or to purchase tickets online at osm.ca.

Will activities in connection with concerts (preconcert presentations, Espace OSM, visits to the music library, talks with musicians) still be offered?

Due to the health and safety measures in effect, the OSM has decided to suspend all preconcert activities. This includes but is not limited to preconcert recitals and interviews, as well as activities reserved for subscribers and donors.

Can I purchase tickets through Place des Arts?

As soon as we are able to sell tickets to the general public, you will have the option to purchase tickets through Place des Arts’ services.

Why can’t I access the presale? Who can access it?

Given that the number of available seats is limited to 250, we have opted to give priority to our subscribers, donors and those who have credits from unused tickets, before selling to the public at large. The first presale period, which began on August 20, is open to subscribers of the 2019–2020 season. The second presale period, open to donors and people with credits from unused tickets, will begin on September 3. Sale of tickets to the general public remains to be announced, health and safety measures permitting.

I asked for my credits to be refunded, because I was unsure if or when concerts would resume. Why was I not made aware of presale privileges for people with credits?

The decision to prioritize people with credits for unused tickets was only made recently, after circumstances evolved to allow an attendance of only 250 people in the hall. For this reason, we had no way of imparting this information to you at the time of your refund.

If I make a donation today, can I access the presale?

The presale period will be open to all donors who have made their donations between September 1, 2019, and August 31, 2020. If your donation was made during this period, you are eligible for presale tickets.

 

Previously, only subscribers had the option to convert their unused tickets to credits. Is this still the case?

Due to the current exceptional circumstances, this privilege has been extended to non-subscribers also, i.e., anyone who has purchased unused tickets may obtain a credit toward concerts for this season. Furthermore, our exchange policies have also been modified, extending the deadline for ticket holders to contact us if they are unable to attend a concert.

What if I have a credit for 2020–2021, but I am unable to use it before the end of the season because concerts have been sold out, owing to the reduced availability of tickets?

There are several foreseeable options: in the event that directives issued by Public Health authorities permit us to accommodate a larger number of spectators, you will be given access to presale periods as a result. You may also redeem your credits in the form of a gift certificate. Moreover, bear in mind that the value of your credit associated with the 2020–2021 season may also be applied toward tickets for the 2021–2022 season, during the sale period beginning in August 2021. The precise cut-off date for redeeming credits remains to be determined, while all those with credits will be notified of their options in due course.

Do I have the option of paying in cash when purchasing at the customer service desk?

You still have the option to pay by debit or credit card, or in cash, for purchases made at the customer service desk once it reopens. However, we strongly encourage you to make your purchases online or over the phone, accordingly by debit or credit. Otherwise, payment by cheque will also be exceptionally permitted. Contact our customer service department for further details.

I especially enjoy rows AA to CC and/or the Choir section at the Maison symphonique. Why can’t I sit in these sections?

To maintain physical distancing both among the musicians and between the musicians and audience members, we have removed these rows of seats for optimal and safe spacing of the musicians on stage.

Why are there no seats available at the Mezzanine and Balcony levels?

Currently, the only available seats are located in the Parterre and Corbeille areas, at the listed rates for these sections, respectively. Since Public Health regulations restrict attendance to 250 spectators, we have limited seating in the Maison symphonique to these two sections, for health and safety reasons, but also to optimize our customers’ experience. Other seating sections will be reopened, with seats sold at their respective rates once the authorized capacity of the hall has increased. Accordingly, presale periods will be made available to subscribers, donors and people with credits from unused tickets, before ticket sales open to the general public.

1.2 Concert cancellations

Have new dates been confirmed for the postponed concerts Mahler’s Resurrection Symphony and IAMxOSM?

We are not yet able to announce the new dates for these two concerts. We recommend holding on to your tickets, which will still be valid for the new concert dates. Current ticket holders as well as people interested in purchasing tickets for these events will be notified of any updates as soon as tickets for these events are made available again for purchase.

What is your exchange/cancellation policy in case of illness?

Given the current circumstances, we have made our exchange policy more flexible. You have the option to exchange your tickets by contacting our customer service department before 12 p.m. (noon) on the day of an evening concert or before 7 p.m. on the eve of a daytime concert. No exchange fees apply for subscribers to the 19–20 or 20–21 seasons, while a $15 charge will be billed to holders of individual tickets.

Tickets may be credited, exchanged toward later concerts, or their value may be transferred to a gift certificate.

Refunds will be granted minus a non-refundable service charge of $10 and are subject to the above-mentioned exchange fees for non-subscriber tickets.

Is there still a possibility of 2020–2021 season concerts being cancelled or postponed?

The OSM will do everything in its power to maintain its programming while adhering to sanitation regulations in effect as well as directives issued by Quebec Public Health authorities. Due to uncertainty surrounding the COVID-19 pandemic, repertoire, artists, pricing, dates and times of concerts may be subject to change without notice.

In the event that the OSM must bring changes to its programming, ticket holders will be notified of the applicable terms and conditions depending on the situation, which could include reallocation of the value of tickets as a donation, exchange or refund.

The health and safety of its spectators, employees, musicians and collaborators remain, as always, the OSM’s first priority.

1.3 Subscriptions and privileges

If I am unsure about whether to re-subscribe, how much time do I have to make a decision without losing my seat(s) for my series? Can I be assured that the series seat(s) I had reserved for years will still be available to me?

Given social distancing measures in the hall, we cannot guarantee the availability of your chosen seats for your series this season (2020–2021). The series seats you chose for 2019–2020 will be reserved for you in your renewal offer for 2021–2022 whether you decide to subscribe to the 2020–2021 season or not.

I am a subscriber to the POP series and had received a renewal offer for the 2020–2021 season. Is it still valid?

Sales for POP concerts have been suspended for the time being due to limitations on live attendance. As a 2019–2020 subscriber, you will be given access to a presale once we are in a position to resume ticket sales. Be assured that either way, you will receive a renewal offer for the 2021–2022 season.

What about my subscriber privileges?

Subscribers to the 2019–2020 season retain their subscriber status for the 2020–2021 season and will be given access to the corresponding privileges and rebates as a result. Certain privileges are carried over, such as the option to exchange tickets at no extra charge, rebates on additional tickets and exclusive presales. However, we are obliged to suspend special activities such as talks with musicians as well as the option to pay in instalments.

Will subscribers be given access to exclusive online content?

This is not a privilege currently available to subscribers. We will indeed notify our subscribers in the event of this development. Alternatively, online concerts will be made available to the general public for a minimum donation of $10 per concert. You can, thereby, attend up to five OSM concerts from the comfort of your own home.

 

 

Is there an option to pay for an exclusive online subscription? If I am not able to attend concerts in person, can I pay to view live broadcasts from my home?

We are scheduled to broadcast five of our concerts to be given in September and October, live on our website. These concerts will be made available to all for a minimum donation of $10 per concert. We also offer package rates for 3 or 5 online concerts. Two of these concerts will also be available on our partner broadcasting platforms, Medici.tv and Mezzo. Certain charges may apply, depending on the platform and on your television subscription package.

We invite you to consult the page for concert details and broadcast times.

1.4 Broadcast concerts

I do not have an internet connection. Can I still enjoy the OSM’s fall concerts?

Unfortunately, access to the internet is required in order to listen to and view concerts broadcast live on our platform. That being said, the concert on October 2, Susanna Mälkki and Schubert’s “Unfinished” Symphony, will be made available on the Mezzo television channel. Charges may apply, depending on your television subscription package.

I cannot visit the Maison symphonique in person for health and safety reasons. Will other concerts, scheduled for November and December, also be available online?

The health and safety of our spectators are the unequivocal priority and we understand your decision not to visit the Maison symphonique. Unfortunately, however, we are not currently planning to broadcast those concerts.

If I am not available on the scheduled date of the live broadcast, can I still view the concert online at a later date? How long will concerts be made available for viewing?

If you choose to purchase a streaming link to view a concert on our online platform, you will have seven (7) days after the date of the live webcast to redeem your purchased viewing. Please note that a minimum donation of $10 is required in order to access this content.

 

1.5 General questions

I bought tickets for a POP series concert. If I purchase tickets for two more concerts and thereby become a subscriber, does that give me access to the current presale?

Exceptionally, for this coming season, you will not be granted access to presales, since these are reserved exclusively for subscribers to the 2019–2020 season, people with credits for unused tickets during the 2019–2020 season and donors. Given the limited number of available seats in the current context, we have had to limit the range of access to presales. We kindly request that you wait until tickets go on sale to the general public in order to purchase more. We thank you for your understanding.

In the case that a new wave of the pandemic necessitates another lockdown, or if the maximum number of spectators must remain at 250, what happens with my tickets to 2020–2021 POP concerts? Which 250 spectators will get to attend and how is this decision made? Will these concerts be postponed?

Although reflection to this effect has been initiated, we have not yet settled on a final answer to these questions. Given our current circumstances, we hope that by the time these concerts are scheduled to be given, the number of spectators permitted in venues will have increased.

In the meantime, we have suspended the sale of tickets for these concerts. In the event that Public Health regulations do not permit concerts to be given as expected, at the time tickets were first made available for purchase, we will contact ticket holders to inform them of available options.

Why haven’t I received a paper brochure by mail as I usually do? Is it possible to have a paper brochure sent to my mailing address?

Because of many changes made to the original programming that would have been announced in March, and in compliance with health and safety measures issued by Public Health authorities, we have ceased sending out promotional tools in paper format, such as our brochure, for the time being. To learn more about our new programming, we invite you to consult this page on our website, which will give you the full details.

How will the OSM survive the consequences of COVID-19?

Since the OSM as an institution has existed since 1934, this is naturally not the first major challenge we have had to face (nor will it be the last!) Nevertheless, in the past, we have been fortunate and privileged to be able to count on the support of our partners and funders. It remains, as always, possible to contribute to the Orchestra’s sustainability by supporting us with your donations, which are particularly appreciated in times like these. We would like to take this opportunity to sincerely thank our large family of music lovers for their generosity.

At the same time, as an institution we are widely recognized and well established in Montreal: we have every confidence in the loyalty of Quebeckers, both inside and outside the concert hall.

Has the programming been adapted in accordance with sanitation measures (smaller orchestras, no choir)?

We have made changes to our fall programming to offer concerts that adhere to Public Health guidelines and indeed, these changes include reduced ensembles of physically distanced musicians, as well as no choral performances. We will remain flexible in view of complying with Public Health guidelines for the remainder of the season.

Have ticket prices been reviewed as a result of the pandemic?

We have decided to keep the cost of tickets the same as in 2019–2020. Prices have not been increased due to the current economic situation.

Will paper programmes still be handed out at concerts?

No. To limit physical contact, we will not be handing out programmes in paper format for concerts this season. However, electronic programmes will be sent out to concertgoers with their preconcert memos.

Health and Safety Measures When Attending Concerts

2.1 Procedure for admission to the hall

If I do not have a face covering, can I obtain one at the hall?

Since we will not be providing face coverings on the premises, we ask that you bring your own. Please note that face coverings are mandatory in all enclosed public spaces. Consequently, any spectator who does not have a face covering will be denied entry to the venue.

If I do not want to wear a face covering because it causes me discomfort, will I be denied entry to the hall?

The safety of our audiences and that of our staff and musicians remains our first priority. Any person who refuses to wear a face covering will be denied entry to the hall, without the possibility of a refund.

Do you have measures in place for handling/validating tickets?

We strongly recommend the use of electronic tickets to limit physical contact involved in handling paper tickets. However, if you are unable to obtain electronic tickets, we will in your case continue to operate using paper tickets, which can either be mailed to you or picked up at the reception desk before the concert.

Members of staff will be equipped with protective gear, including visors and face coverings. In all cases, spectators must show their tickets (electronic or printed) to enable them to be validated, while avoiding the need to be handled by reception staff.

My ticket will not scan and needs to be reprinted. How do I proceed?

Our service counter will open only at concert times and be configured in such a way as to comply with the sanitation measures in effect. It will at that time be possible to have your ticket reprinted while minimizing contact and maximizing physical distancing.

Will temperature screening be one of the measures for entry to the hall?

Spectators’ temperatures will not be taken in any systematic way as part of the process for welcoming guests to the hall. However, we will ask you, before you enter, if you are experiencing the following symptoms: cough, difficulty breathing, fever. A temperature check may be done if a spectator shows visible symptoms and is deemed as being a potential carrier of the virus.

What if someone begins showing symptoms associated with COVID-19 after arriving at the venue?

We aim to protect the health of our spectators. Therefore, if someone is showing symptoms, we will ask that person to leave the concert after rerouting them to the service counter to note the order and follow up accordingly. If someone begins showing symptoms during a concert, this person will be escorted to the Maison symphonique’s First Aid area.

What is the process for entering the hall? Do we have to arrive at a specific time?

Spectators are asked first to visit the This location for it will be used to relay basic information regarding sanitation and to conduct a triage enabling the smoothest possible entry to the Maison symphonique. Members of staff will be on site to assist you in safely entering the hall. We will proceed by entering in several small groups according to seating level, to minimize crossing paths, but we do not ask you to arrive at any specific time.

How do I get to the Salon Urbain?

The Salon Urbain is located directly across from the entrance foyer of the Maison symphonique and will be open to all ticket holders beginning 90 minutes before a concert is scheduled to begin. Signs will be placed and staff members will be present to guide the way.

According to which standards were these health and safety measures developed?

Our health and safety measures are established in partnership with the Maison symphonique and Place des Arts, in accordance with CNESST (Commission des normes, de l’équité, de la santé et de la sécurité du travail) protocols.

Who ensures compliance with health and safety measures?

Within the venue and at our entrance desk, the responsibility for smooth and compliant operations lies with the staff of the Maison symphonique. We work closely with Place des Arts and the Maison symphonique to develop procedures to safeguard everyone’s health. Our employees will remain on site for each concert to ensure smooth entry and exit from the hall.

Are staff (of the MSM and OSM) trained in COVID-19 risk mitigation to ensure public health and safety?

Our own staff as well as Maison symphonique staff will be adequately trained to institute and ensure compliance with necessary safety measures. The procedures put in place are rigorous.

2.2 Measures in the foyers

Will bathrooms be open before and after concerts?

Bathrooms will be open, however, we ask you to use the ones located on the same floor as your seats in order to limit circulation and the likelihood of coming into contact with others. The bathrooms on the main floor will be closed to avoid crowding and to not interfere with the flow of foot traffic to the upper floors. Additionally, the OSM will be presenting its concerts without intermission to avoid crowds in the foyers as much as possible.

Will the bars be open before and after concerts?

Bars will only be open before the concerts. Spectators who wish to enjoy a beverage before the performance will be asked to proceed to designated drinking areas, located on each floor.

Will the Maison symphonique’s coat check be open?

Coat check is closed; however, you may use it to store any oversized bags not permitted in the hall.

What distancing measures are required in the foyers?

On stairways: the main stairway of the MSM allows for a two (2)-metre distance between individuals or family units of two (width), while a distance equal to three (3) steps is required between individuals or family units, in compliance with the established sanitation measures. Spectators will only be permitted to “climb” the stairs when entering the hall and will only be permitted to “descend” when exiting the hall.

On escalators: a distance of three (3) steps is required between individuals or family units, in compliance with the established sanitation measures. Upon entering and exiting, two escalators will operate in the same direction in order to enable maximum crowd dispersal.

In elevators: elevators will be limited to carrying no more than one person, one family unit, or one person with reduced mobility accompanied by another person at a time.

In the foyers: a distance of two (2) metres must be maintained between individuals or family units.

I cannot comfortably stand for very long. Staying in line will be physically difficult for me. Can I be seated in the hall earlier to avoid standing for any length of time?

Admission to the Maison symphonique will be permitted as early as 60 minutes before concert times. We recommend that you arrive well ahead of time if you wish to avoid line-ups.

2.3 Measures in the concert hall

Are face coverings mandatory when attending a concert?

Public Health requires the wearing of face coverings in all indoor public spaces. You may, however, remove your face covering as soon as the concert begins. You must wear your face covering again once it is permitted to move around within the venue. Wearing your face covering during the concert is strictly mandatory if you feel the urge to cough.

What social distancing measures are implemented?

We implement a distance of 1.5m between spectators when seated and require that they wear face coverings when moving about the venue, whenever a distance of two (2) metres is difficult to maintain.

What is your policy for latecomers?

Latecomers will be only admitted into the hall at a moment that is deemed appropriate by members of staff. They may also find themselves directed to different seats than those indicated on their tickets.

Can I exit the concert hall if I am feeling unwell?

You may exit the hall if you are feeling unwell and we would remind you to wear your face covering when moving about the venue and to exit as quietly as possible. You will be escorted to the First Aid room, where a security guard will assist you and review your symptoms.

What if I feel the need to cough during the concert?

If you feel the need to cough during the concert, we ask that you put on your face covering. If your coughing persists, an attendant will offer to usher you out of the hall for a review of symptoms associated with COVID-19. If it may reasonably be concluded that your coughing is not a symptom of COVID-19, you will be able to return to your seat at the next appropriate moment.

Are the seats disinfected between concerts?

Yes, the Maison symphonique will take care to disinfect the venue between each concert. Handrails, seat armrests, elevator buttons and other fittings are all carefully sanitized.

I require assistance getting to my seat. Can staff assist me throughout my visit to the Maison symphonique?

Yes, reception staff of the Maison symphonique are there to help you. If you need to use one of our self-service wheelchairs, rest assured that they are sanitized before and after each use.

How do musicians perform safely on stage if wearing a face covering is not an option for them?

For all our concerts, rows AA to CC will not seat any spectators for the safety of the musicians and of audiences. Moreover, works featured on the programmes call for ensemble sizes that enable a safe distance between the musicians on stage. Musicians who are able to wear face coverings while performing may opt to do so.

Is it possible for wind players to transmit the virus while performing at the hall, given that they blow into their instruments?

Empirical studies have found that the maximum projection for droplets generated by wind players does not exceed 1.5m. Musicians will be distanced from each other so as to limit the possibility of transmission. String players may opt to wear face coverings while performing, while the projection of droplets in their case does not exceed a 1m periphery.

Certain studies maintain that singing can contribute to a spread of the virus. Is it safe to attend a concert with vocal soloists?

We will ensure that a minimum distance of 1.5m is maintained between the stage and spectators seated closest to it. Projection exceeding 1.5m while spectators are stationary is a hypothesis that has been ruled out by experts. Moreover, rows AA to CC will not seat any spectators this season, in order to allow for this safe distance.

How many people are permitted to enter the hall?

According to the guidelines in effect, a maximum of 250 people is permitted to attend the same concert, not counting reception staff and musicians. Tickets sold will seat spectators at a distance of at least 1.5m from one another. We will increase the number of available seats only in the event that Public Health issues an announcement permitting us to do so.

Given that the Maison symphonique is an enclosed space and that it is possible for COVID-19 to remain active in the air, is it safe to breathe the air at the MSM?

The air will be changed in the hall between each performance, further reducing the probability of spreading the virus from one performance to the next.

Digital concerts

3-1 Programming

Are concerts presented according to a specific schedule?

The webcast begins on the day and at the time indicated on the concert page. While concerts are indeed broadcast beginning at a specific time, they nevertheless remain available to view for a maximum period of 7 days from the time they are placed online. You may therefore enjoy the flexibility of viewing concerts at your convenience!

3.2 – TICKETS AND PACKAGE RATES

What is the cost of tickets per concert?

OSM concerts available via webcast are pay-per-view, albeit in the form of donations based on voluntary contributions made by our clients. You may therefore decide how much you want to spend in order to access a concert. Please note, however, that a minimum donation of $10 is required in order to view a concert. All donations collected will enable the OSM to pursue its mission of education and accessibility, and moreover, in this time of global health crisis, your donation gives the OSM an opportunity to develop initiatives for maintaining its vital connection to the community.

Package rates are also offered if you wish to purchase access to more than one concert. All pricing options are detailed on this page.

Will I receive a tax receipt?

A partial tax receipt will be issued and sent by email the following month of the last concert viewing dayYour receipt will be equivalent to your donation, minus a $10 per reserved concert fair market value. If you do not reside in Canada, we would like to inform you that charitable tax receipts issued in Canada can only be used to offset Canadian income. 

For donations under $25, your tax receipt will be sent on request, by contacting our tickets and customer servicewhile all tax receipts of $25 or more are issued automatically. 

Can I book a ticket for one concert only?

Yes, you may reserve for the number of concerts you wish to view. We offer package rates for 1, 3 or 5 concerts, but you can also opt to view 2 or 4—any number you desire!   

What is included with the booking of a ticket?

After making your donation via osm.ca, you will receive a confirmation email along with (a) personalized link(s) for viewing your concert(s). You will also receive, 48 hours before each broadcast is scheduled to begin, a concert program as well as exclusive content to enrich your viewing experience. 

I booked my ticket(s) but still have not received an email with (a) personalized link(s) to view concerts. What should I do?

Have you checked your spam folder? If a link is still not received, click here to contact our customer service. 

3.3 - Payment

What methods of payment are accepted?

Only online credit card payments using VISA or MASTERCARD are accepted.  

I reside outside of Canada and my payment was declined. What can I do?

Due to American legislation, Visa credit card payments from the following countries will not be accepted:

  • Belarus
  • Myanmar
  • North Korea
  • Côte d’Ivoire
  • Cuba
  • Iraq
  • Iran
  • Liberia
  • Democratic Republic of the Congo
  • Somalia
  • Sudan
  • Syria
  • Zimbabwe

If the country from which your payment originates is not listed above but your payment is nevertheless declined, please contact your banking institution.

If someone else has authorized me to pay with their credit card, can I do so?

Yes, you may pay using another person’s credit card, provided you identify the cardholder by full name and billing address. 

3.4- Before and during viewing

How do I view concerts?

Concerts can be accessed via the personalized link sent to you by email after confirmation of your donation. Simply click on the link to open your session in a browser, whether on your computer, tablet or smartphone. To view a concert on your television, connect your device via HDMI cable or use a wireless projector such as Airplay or Chromecast. Then sit back, make yourself comfortable and enjoy the concert! 

What is meant by a “personalized” link?

You will receive one link per concert before each one is broadcast. A personalized link means that access is reserved for one user only and thus may not be shared. If someone connects to a concert using your code, it may not be subsequently reused. Therefore, it is important to hold on to your codes after purchase and not to share them with anyone.   

I booked several tickets. How do I proceed?

You will receive one personalized link per ticket. You will therefore need to transfer each personalized link to the people for whom you purchased tickets 

I don’t seem able to view the concert in full-screen mode. What should I do?

You will be able to enter full-screen mode only once the concert has begun. 

If my screen is blank, what should I do?

Your internet connection is surely the reason for this problem. The standard speed for an internet connection is 4 Mpbs. You can verify your connection on this site.

Will I be able to view concerts I purchased a second time?

Yes, the code associated with the personalized link sent to you will allow you to view the concert as many times as you wish, for a period of 7 days after being placed online. 

Will I be able to pause the concert while viewing it?

Yes, we wish to offer you maximum flexibility. You can pause the concert at any time and resume it at any time within the 7-day period after it has been placed online.   

I received a message saying that my link was used on more than one device. What should I do?

Make sure that nobody else has opened your personalized link and that you have not opened it yourself on more than one device or in another browser.