Frequently Asked Questions

When you place your order online, you can select one of two delivery methods for your tickets: Email or Hold at Will Call. 

• If you select Email, you will be sent an email with a mobile ticket QR code. You can also retrieve your tickets by logging in to your account on our website and selecting Account at the top of the site.
• If you select Hold at Will Call, your tickets will be held at the box office to be picked up on the day of the show. 

Season subscription tickets will be mailed shortly before the beginning of the season. These tickets are also accessible digitally by logging into your account. 

*Other ticket orders may also be mailed upon request. 

For New Purchases:

The prompt to add your tickets to your mobile wallet will be included an email following purchase. If you have not received your mobile order, please check your spam folder.

For Existing Tickets:

1. Login to your patron account on a smartphone here.

2. Tap the Person icon at the top left of the screen and select "Upcoming Events" on the dropdown menu. 

3. Tap “View Tickets” on the concert of your choice and then tap the “Add to Wallet” button. 

4. Your ticket should appear in your Smartphone wallet.   

NOTE: Future purchases will not require these steps. The prompt to add your tickets to your mobile wallet will be included in an email following their purchase. This only applies to orders made before Monday, October 21, 2024. 

For Subscribers and Patrons with Paper Tickets: If you currently use physical tickets and would prefer Mobile Wallet tickets, follow the steps above. Switching ticket types will invalidate previously delivered paper tickets.  

Our Box Office is happy to assist, and they can be reached by phone at 817-665-6000.

The FWSO offices are not open to the public during the week. The only time you can purchase in-person is at the venue of the performance after doors open.

Due to the high demand of certain performances and locations, we do not offer any reservations without full payment. Group orders may be reserved with a 50% down payment as long as the remainder is paid in full at most 14 days before the performance. For more information on Group sales, please visit https://fwsymphony.org/concerts-tickets/group-sales.

General admission grants access to the entry of a performance but does not guarantee a specific seat assignment. You simply enter the hall and select your seats!

Children are encouraged to attend FWSO performances. The recommended minimum for all concerts is 5 years of age, while children of all ages are encouraged to attend the Family Series and Concerts In The Garden. All patrons, regardless of age, must have a ticket. 

If your child is restless or crying during the performance, we respectfully ask that you step out of the auditorium momentarily. An usher will gladly help you return to your seat at an appropriate break in the performance.

This frequently happens if your phone is in dark mode! You can disable dark mode for ease of entry into the performance.

Our digital tickets are designed to be presented on a mobile device. However, if you would like to print them at home, make sure you have enabled background images/graphics in your print settings before printing.

While tickets in one order will not be separated, you can always screenshot the QR codes and distribute them that way!

If you have lost your physical tickets, please call the box office at 817-665-6000 to have them replaced. If you cannot find your digital tickets, you can always log in to your account on the website to find the QR codes. Digital tickets are also sent in a separate email from the confirmation email and they frequently end up in spam/junk/promotions folders. Please make sure to check these folders and search for emails from access@fwsymphony.org. If you have lost your tickets but cannot connect with the box office, please come to the performance regardless and see us at will call! We always have associates who can help you find your order and print new tickets!

Refunds are not available. 

Exchanges are available to all patrons for an $8.00 exchange fee, plus the difference in ticket price. A ticket exchange can be used to swap tickets across all series within the current season (excluding Concerts in the Garden) or upgrade tickets to a more expensive performance/seat. Subscribers do not pay exchange fees for orders within the current season. Exchanges must be made prior to the concert by calling the box office during regular business hours. The box office is open 9:00 AM to 5:00 PM, Monday to Friday. After 5:00 PM on Friday, exchanges for the weekend will not be honored.

· Concerts in the Garden exchanges are available within the Concerts in the Garden series only. The exchange fee applies for all Concerts in the Garden exchanges. 

· There are no refunds for exchanges made into a lower-priced concert/level.  

· If exchanging into a higher-priced concert/level, the price difference will be charged.  

If you are unable to attend a concert and do not wish to exchange for another, you may donate tickets back to the FWSO. We will email you a tax credit notification during the following tax season for the value of the tickets. Donation requests must be made prior to the concert by calling the box office during regular business hours. The box office is open 9:00 AM to 5:00 PM, Monday to Friday. After 5:00 PM on Friday, donation requests for the weekend will not be honored.

Tickets may be exchanged for another performance or donated to the FWSO as a tax-deductible donation. These requests must be made by calling the box office during regular business hours. The box office is open 9:00 AM to 5:00 PM, Monday to Friday. After 5:00 PM on Friday, exchanges for the weekend will not be honored. The FWSO does not offer refunds.

Credit on account is exclusive to FWSO season subscribers. This perk can be used to temporarily hold the value of a ticket until you know what other performance you would like to attend. Tickets must be turned into a credit before the concert time. Credit on account expires at the end of our regular season and cannot be used for Concerts in the Garden or anything in the next season.

Expired credit on account will be marked as a tax-deductible ticket donation. In order to use your credit on account, you must call the box office during regular business hours. The box office is open 9:00 AM – 5:00 PM Monday to Friday. After 5:00 PM on Friday of the concert weekend, requests for credit will not be honored. Tickets purchased online will not automatically apply credit on account. Credit on account may not be used retroactively and is only accessible by calling the box office at 817-665-6000 during regular business hours.

While we do not mind if you share your tickets with family and friends or have us hold tickets at will call under a different name, full subscriptions cannot be moved to another account or renewed by anyone but the original purchaser. We do not allow the reselling of tickets.

All seats in Bass Performance Hall can provide an amazing experience! If you’re looking for a more intimate experience, we recommend the Orchestra Floor. If you want a total view of the orchestra, try the Mezzanine. If you want the most premium experience, we would recommend a box in Box Tier, which can seat up to eight people! Every location has a unique acoustic (sound) experience, but Bass Hall can sound incredible in every seat! And don’t worry, we do not sell any seats that have obstructions or partial views.

For most performances, we restrict seating to the first three levels of Bass Hall. The Lower Gallery and Upper Gallery are reserved for special events, large groups, and are opened as needed.

The Box Office and lobby open approximately one hour prior to a concert’s scheduled performance time. Seating begins 30 minutes prior to performance time.

*Symphonic concerts open 70 minutes before the start of show for the pre-concert lecture. 

Each performance typically allows for late seating, which is scheduled in intervals and varies based on programming. Ushers will direct you to the proper entrance and open the doors when late seating is allowed.

FWSO performances average about two hours and usually include a twenty-minute intermission. Concerts in the Family Series are typically one hour and do not include an intermission. Specials and Chamber Series performances vary based on performance. All programming is subject to change.

Yes, we have pre-concert lectures available for all concerts in our Symphonic Series!
• On Fridays and Saturdays: The Pre-Concert Lecture (Bachtales with Buddy) begins at 6:30 PM on Fridays and Saturdays and will last approximately 30 minutes. Doors open at 6:20 PM for all patrons. The performance starts at 7:30 PM.

• On Sundays: Pre-Concert Lecture (Bachtales with Buddy) begins at 1:00 PM and will last approximately 30 minutes. Doors open at 12:50 PM for all patrons. The performance starts at 2:00 PM.

We want your concert experience to be as relaxing and enjoyable as possible. You will see patrons in formal attire, business casual, and everything in between.

Any use of photography and video is strictly prohibited inside the audience chamber. We kindly ask that you put your cell phones away during all performances. 

Great question! For Symphonic Series performances, holding applause between movements is considered respectful of the performers’ concentration and mindful of musical continuity. The conductor generally signals when a piece is over by putting his or her arms down and turning to the audience.

Yes! For more information, please visit https://fwsymphony.org/concerts-tickets/group-sales.

Our Student Rush tickets are available for any concert in our Symphonic or Pops Series! These tickets may be purchased in-person (after doors open to the show) with presentation of a student ID. Each student ID is only valid for one ticket. Symphonic Series Student Rush tickets are $10.00 and will be seated as best available at the time (excluding box tier). Pops Series Student Rush tickets are $20.00 and will be seated as best available at the time (excluding box tier).

Military discounts are available by purchasing in-person (after doors open to the show) with the presentation of a military ID. Military discounts are 15% off the total ticket price.

Occasionally, we offer discounts and promotions to our email subscribers. If you aren't a member, it's easy to sign up! Just click the button below.  

*Discounts cannot be applied to previously purchased tickets.

Sign me up for emails and special offers!

The best way to reach us is by sending an email to our box office! However, if you know the department you are trying to reach, you can reference the emails below.

Box Office: boxoffice@fwsymphony.org

Artistic Operations: artistic@fwsymphony.org

Development: develop@fwsymphony.org

Finance: financedept@fwsymphony.org

Human Resources: HR@fwsymphony.org

Marketing: marketing@fwsymphony.org