Broadway Brighter Promise

Introducing The Broadway Brighter Promise

We know you have questions about how you can safely return to Broadway. In our Broadway Brighter Promise, Broadway Direct has detailed our plan to bring Broadway back safely, responsibly, and brighter than ever.

The magic of Broadway is born out of people gathering, in person and in real-time. We have waited for months to bring this experience back for you, and we are thrilled that starting September 14, 2021, Broadway will be back at full force. With vaccination rates climbing and other signs of progress, plans are underway to bring back productions responsibly and safely.

Health & Safety

Safety is the first of three pillars of theater’s return as outlined in the Broadway Brighter Promise. To this end, audience members of performances through April 30, 2022 will need to be fully vaccinated. Proof of vaccination and government issued ID will need to be presented to enter the theatre. There are limited exceptions. Masks are also required for all audience members, regardless of vaccination status. For detailed information, read the Vaccination & Mask Policies.

Additional health and safety guidelines are being instituted that include intensive cleaning of all theatres, so that high-touch surfaces are regularly sanitized both backstage and in audience spaces, with each theater undergoing a thorough cleaning at least once daily, and hand sanitizer made available throughout the theatre. Air filtration systems have been updated to accommodate CDC guidelines and hospital standards, so that as much fresh outdoor air as possible is filtered inside, and digital tickets will be provided to reduce contact at the box office as well as at bars and merchandise stands.

By their presence, all audience members will signal that they are not sick and have not been in contact with anyone with symptoms or a confirmed case of COVID-19 within the past ten days. (The NYS Contact tracing app is highly recommended, so that those at risk of contracting the virus can be more readily notified.) Read our full Health & Safety Protocols.


To accommodate anyone who might fall ill after purchasing tickets, an unprecedented level of flexibility—the second pillar—is being offered to ticket holders, in the form of a new exchange and refund policy. Those who have purchased tickets for most shows through Broadway Direct, Ticketmaster,  or the theatre box office for performances through April 30, 2022 will be able to submit requests for refunds or exchanges. Up to 10 tickets—per customer, per theatre—will be eligible for approval for a refund or exchange within a period of 60 days, and credits will be issued to the original method of payment used. Requests will be submitted online, where other terms and conditions will be listed. Read the Exchange & Refund Policy.

Customer Service

Other requests, queries, and concerns can be addressed through the rejuvenated customer service team that is the third pillar of Broadway’s Brighter Promise. Amid the many stores and restaurants that have reopened in Times Square, a full-service team will be onsite and accessible through phone, email, and live chat to answer all of your questions, and to make sure your Broadway experience is as safe and memorable as it can be. Ask us anything.

The Broadway Brighter Promise. When you're ready to come back to Broadway, we are here to raise the curtain. Enhanced Health & Safety Measures, Simple Exchanges & Refunds, Industry-Leading Customer Service