The Experience

FAQs

Here are answers to some commonly asked questions about our policies and our most frequently used venues.

Refunds and Exchanges

What is your refund policy?
Refunds are not offered unless we cancel a concert. Subscribers and donors ($100 level and up) may exchange their tickets for another date. Tickets may also be donated back to The Symphony for a tax credit. Tickets can be donated no later than 2 pm on the day of the concert. Please note that only tickets purchased through The Symphony can be donated for tax purposes; tickets bought at the Lensic do not qualify.

General lnformation

What time does will-call open?
The will-call table opens an hour prior to the concert.

What if I can’t find my tickets?
Call the box office at 983-1414 and we can reprint your tickets. If you have selected electronic tickets, they will be delivered to your inbox one week prior to the event. If you cannot locate them, we can email them to you again or print them for pickup at the venue.

What is the dress code?
While many of our patrons like to take the opportunity to dress up, casual attire is just fine! T-shirt or tie, we know you’re all here for the music!

Can I bring children?
Children age 6 and up are welcome at our Lensic concerts. If your child is under 6, you may attend a dress rehearsal with advance notice. Please contact The Symphony Box Office at 983-1414 to make arrangements. Our free chorus concerts at St. Francis Cathedral are open to kids of all ages.

Do you offer discounts for children?
Half-price tickets are available to children between the ages of 6 and 18 (children under 6 not allowed at Symphony concerts). High-school and college students over the age of 18 receive a ten percent discount. These discounts are not available online; call The Symphony Box Office at 983-1414.

What if I arrive late?
Late seating is generally not allowed except in between pieces. If you arrive late, we will ask you to wait until the next piece is over. Depending on where your seats are located, you may be placed in different seats so as not to disturb other patrons, and you will be able to move to your regular seats at intermission. If there are no available seats that would minimize disturbance to other patrons, we will not be able to seat you until intermission. If the next break is not until intermission, we will not be able to seat you until then. If a concert has no intermission, we cannot guarantee seating to latecomers. You will be able to wait in the lobby and watch the concert on the video monitor.

Important Information About Third-Party Sales

There are only two legitimate Websites for purchasing tickets to Santa Fe Symphony events: our Website, santafesymphony.org; and the Lensic Performing Arts Center, lensic.org. Tickets purchased on other sites will be priced far above their value, and in some cases, they may not be real tickets at all. Unfortunately, unscrupulous companies pay high prices to come up first on Google searches. Here are a few ways you can determine if a site is legitimate:

–Our highest priced ticket for a concert held at the Lensic is $99 before handling fees. Any ticket priced higher than $99 means you aren’t on the correct Website.
–Fees are as follows: Handling fees are on a sliding scale based on the ticket price, with a maximum of $6 per ticket. There is also a $4-per-ticket Lensic Preservation Fee that is assessed on all Symphony concerts at the Lensic. If fees are higher than that, you are not on the correct site.
–Scam sites often do not show you a specific seat and only list a section or a row without a seat number.
–Fraudulent sites often tell you that your tickets will be delivered via Federal Express. Neither The Symphony nor the Lensic use Fedex for ticket mailings. Printed tickets are mailed via the postal service.
–If you think you have bought a ticket on a fraudulent site, contact your credit card company to file a chargeback. We are not able to provide refunds or exchanges for tickets purchased on third-party Websites. If you arrive at the concert venue and your ticket is not a real Symphony ticket, you will need to purchase a ticket in order to attend the concert.

Note that if we identify you as a third-party ticket reseller, we will deactivate your online account and you will not be able to purchase tickets going forward. Orders that are identified as being placed through a reseller will be refunded and invalidated. 

Our Venues
The Lensic Performing Arts Center
211 West San Francisco St

Does the Lensic have an elevator?
There is no elevator; ADA seats are located downstairs.
Where are the ADA seats?
ADA seats are located in the following areas:
–Row A (first row) on the sides: Seats 2 – 8 and 1 –7
–Row B (second row) on the sides: Seats 2 – 10 and  1 – 9
–Center section of Row S (last row): Seats 101 – 112.
If you need wheelchair accommodations, please call the box office at (505) 983-1414.
Is there an ADA entrance?
The main entrance of the theater is accessible.
I have a wheelchair, but I want to transfer to a seat; can I do that?
Yes, an usher will stow the chair and bring it to you after the concert.
Does the Lensic have hearing-assistive devices?
The Lensic has a built-in hearing-loop system that allows people with telecoil-equipped hearing aids to directly receive audio streams; patrons should check with their audiologists if they are not sure their device supports it. The theater also has headset-amplifier sets for patrons who do not have hearing aids or whose devices do not support t-coil. The following rows are not able to receive t-coil reception:
–Orchestra Row A
–Orchestra Rows R and S, center
–Mezzanine Row D
–Balcony Rows E, K (center), L and N
On which side of the theater are the restrooms located?
Restrooms are in the atrium on the left side of the theater. There are two steps to get from the lobby to the atrium. There is an ADA-accessible bathroom in the lobby.
Does the Lensic have a bar?
Yes, there are two bars in the inner lobby.
Which rows have the most legroom?
Row O downstairs, and row K upstairs (exit rows).
Are there any obstructed-view seats?
   Mezzanine: Row B, Seat 1 on the left and Seat 2 on the right.
   Balcony: Rows F and G, Seat 1 on the left and Seat 2 on the right.
There is a safety bar in front of these seats which may interfere with sightlines. These obstructions are noted on the Website seat map.
I don’t want to be too close to the stage. How far back do I need to sit to have the stage at approximately eye level?
We recommend Row F and back.
Where do I park?
The closest lots are the municipal garage across the street and a smaller outdoor lot next door to the theater. Street parking is free after 6 pm, and on Sundays and holidays. See Parking Information below for additional suggestions.
What time is the pre-concert lecture?
The lecture starts one hour prior to the concert and is given by Music Director Guillermo Figueroa unless otherwise noted. There is no pre-concert talk on Christmas Eve, or at venues other than the Lensic.

The Cathedral Basilica of St. Francis of Assisi
131 Cathedral Place

Where are the ADA seats?
Wheelchair spaces are in the center of the Cathedral—in the last row of the front nave and the front row of the rear nave. There are also designated ADA seats in the front row of the transept.
Is there an ADA entrance?
The ADA entrance is on the right side of the Cathedral and is accessible from the rear parking lot.
Are there any obstructed-view seats?
Many rows in the side sections (far left and far right) are somewhat obstructed due to large pillars. These are noted on the Website seat map for ticketed events at the venue. There are also several seats in the center that are directly behind pillars; these are not sold for ticketed concerts. The transept has limited views.
Where do I park?
The Cathedral parking lot is in the rear of the building (enter on Cathedral Place) and costs $5. Cash is preferred.

The St. Francis Auditorium at the New Mexico Museum of Art
107 West Palace Ave.

Does the auditorium have an elevator?
There is no elevator to the balcony seats.
Where are the ADA seats?
Wheelchair spaces are located in Rows K and V (last row) on the right, and Row M on the left.
Is there an ADA entrance?
The main entrance is accessible via ramp.
Are there any obstructed-view seats?
There are several seats in the last four rows (S, T, U and V) that are slightly obstructed due to large pillars. These are noted on the Website seat map for ticketed events at the venue. There are also several seats directly behind pillars; these are not sold for ticketed concerts.
Where do I park?
The closest municipal lot is on San Francisco Street (across the street from The Lensic). Street parking is free after 6 pm, and on Sundays and holidays. See Parking Information below for additional suggestions. 

Additional Parking Information

In addition to the municipal garage across the street from The Lensic, there are other paid-parking locations:

–Outdoor lot, corner of San Francisco and Sandoval Streets, a few doors down from The Lensic
–Outdoor lot, corner of Galisteo and Water Streets (across from the St. Francis Hotel)
–Parking garage at the Santa Fe Convention Center, corner of Federal Place and Grant Avenue (enter on Federal Place)

We suggest that you allow extra time for to find parking, especially if there is another event happening downtown that day. The Santa Fe Tourism Website has a calendar of events.