BOX OFFICE l Box Office FAQs

Q: Why do I need a membership to attend screenings at the VIFF?
A: For a complete answer to this question, visit our membership page.

Q: Can I use my VIFC membership for VIFF screenings at the Vancity Theatre / my VIFC membership at the VIFF?
A: Unfortunately, no. VIFF and Vancity Theatre screenings are separate events. However, you can present your VIFF membership at the VIFC for a $2 discount on a new Vancity Theatre membership or renewal.

Q: If I have bought tickets and memberships and they are will called to my first screening and then I buy more tickets for an earlier film how do I get my memberships?
A: If you are buying tickets on multiple orders, just let us know and we'll put all your packages together to be available at your first screening. If you're buying online, give us a call at 604-685-8297 or email boxoffice@viff.org with all your order numbers, and we'll make sure they are waiting for you at your first screening.

Q: What if I forget my membership but I can show you proof that I bought one?
A: Proof of membership purchase is not valid at the venue in place of a membership card. If you forgot your membership card, you will have to purchase a new one. They are only $2. To read more about VIFF membership, click here.

Q: Why can't I buy seniors tickets online?
A: Due to technological limitations and the need to show proof-of-age for all seniors discount purchases, seniors pricing is not available online. For seniors tickets, please call the Visa Charge-by-Phone line (noon-7pm) at 604-685-8297.

Q: I don't know if I should buy a pass or tickets. What's the best deal for me?
A: The various VIFF products are designed to suit different needs.
TICKETS are best if you want to keep it simple or just want to attend a few films. Advance tickets guarantee seating up until show time.
ADVANCE TICKET DISCOUNT PACKAGES offer savings and are best if you want to attend many films and are able to decide on most of your titles ahead of time. The more you buy, the better the deal. Advance tickets guarantee seating up until show time.
PASSES are best if you want maximum flexibility to see as many films as
possible and don't mind taking your chances on available seats. (If you work during the day, Advance Ticket Discount Packages might be your better option.) Platinum Passes are ideal if you want the best of all worlds, and are willing to pay for it.

Q: I have a pass. What happens when I get to the theatre?
A: For detailed pass-holder information, please visit our passholder page.

Q: Where is will call? How do I get my order if I purchase by phone or online?
A: There is a will call desk at each theatre; your tickets will be waiting on the date or your first screening from the time the venue opens for the day. For more instructions on how to pick up your tickets, please click here.

Q: Can someone else pick-up my tickets if I can't make it?
A: Visa regulations are in place to protect you, the card-holder, and they are very clear on this matter: purchases must be picked up and signed for by the card-holder. If you are unable to attend the screening at which you are supposed to pick up your will call package, please call the Visa Charge-by-Phone line and arrange to have the tickets picked up earlier.

Q: I am interested in bringing my child to the VIFF. Are there any films suitable for children?
A: A number of films in the VIFF program are classified for viewing by children under 18. For the complete 2008 list of classified films, click here.

Q: There is a film from my country of origin playing at the VIFF. It's not on the classified films list. Can I buy a ticket for my child?
A: Unfortunately, BC law prohibits children under 18 from attending screenings of unclassified films. If the film you would like to attend is not on the classified films list, please do not purchase tickets for anyone under 18 years old.

Q: I have purchased tickets for myself and now I can't go to the screening. Can I have a refund?
A: New for 2008! We cannot give refunds except in the case of a cancelled screening or technical error. However, this year you will be able to exhange your ticket up to 7pm the evening before the screening for any other available VIFF ticket. There will be a $2.50 charge per ticket for this service.

Q: My screening was cancelled. What should I do?
A: In the event of a cancelled screening, you can take the ticket and:

• go to the replacement film.
• go to another screening of that film (unless there are no available tickets at the time of the cancellation announcement).
• exchange it at no charge for any other available screening ticket of the same or less value.

Q: I arrived after show-time and was told my seat had been given away. Why did that happen?
A: In order to permit the maximum number of people to see the films screened at the VIFF, we may - in the event of a sold-out screening - give your seat to another patron if you have not arrived by by the scheduled screening start time. Advance tickets are only guaranteed up to show-time.

Q: I missed a film I really wanted to see. When will it return to Vancouver? Do you have copies of the VIFF films available on DVD?
A: Many films screened at the VIFF will secure Canadian distribution and either have a run at a local theatre or be released on DVD. The VIFF has no information on which films will have distrubution and does not have a DVD lending library or rental outlet. If a film listing in our program catalogue or online film guide includes the name of a distributor, there is a good chance you'll have an opportunity to see it in the future. Visit the listed distributor's website for more information.