Domande Frequenti

With our FAQ section you are able to solve your queries at any time. In this section you can find some information about method of purchase, collection / shipment, payment methods and much more. See the seven most frequently asked questions from our customers or search in the guide.

Top seven customer enquiries


1. What are the service fees?
2. I would like to combine several orders, is it possible?
3. How can I use the “Booking based on seating”?
4. I haven't received the tickets or subscriptions yet. How can I check the shipment?
5. The event I purchased has been cancelled/postponed. How can I have a refund?
6. What about security code 3-D Secure and how does it work?
7. How can I contact the Customer Service?


1. What are the service fees?
Reply

Service fees on online purchases of new subscriptions:
TicketOne reserves the right to apply a service fee on each sale transaction, depending upon the agreements with the Teatro alla Scala Foundation. The amount of the services fee will be made explicit in the most suitable way. The tickets price, such as Service Fee and Express Freight as well as any other different price indicated on the website, include the applicable VAT.
The service fees, if present, will be shown before the submission of your order in the shopping cart, on the page for order confirmation. So you are aware of the amout of the service fee you are choosing to use and you can leave the purchase if you think this amount is not suitable to the service offered.

Shipping:
Ticket is normally sent if at least 15 days elapse between the purchase and the date of the first or only event.

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2. I would like to combine several orders, is it possible?
Reply

Unfortunately the automatic process does not allow to combine manually different order
However, you can book more than one event at a time. Just go into the basket and click on "buy other tickets" on the top.

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3. How can I use the “Booking based on seating”?
Reply

With booking based on seating, you personally select the exact seats you want to buy using the graphic seating chart.
Start the booking based on seating and decide on an area. There you can select seats by clicking with the mouse. The booking based on seating is not offered for some events.

1 – Select the event or subscription you require and wait for the seat map to load
2 – On the right side the list of price categories and availability appears
3 - Select the exact seats you want to buy directly on the graphic seating chart.
4 - You can find below the selected seats (sector, row and seat). To remove them, simply click remove. You can also find a box with the description of the ticket type or subscription and the relative price (in case of reduced tickets you can see two items eg. Full Price and Reduced Price), and click on the right one.
5 – In order to confirm the selected seats click on the button “Add to shopping cart”.

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4. I haven't received the tickets or subscriptions yet. How can I check the shipment?
Reply

Unfortunately it is not possible to have computerized information about tickets delivery. If you didn’t receive your tickets 15days after receiving our shipping notice by e-mail, please contact our Customer Service. Should you fail to receive the tickets or subscriptions in time for the performance date, you will be able to collect them:
- At the Central Box Office - Duomo, until the day before the performance;
- The same day as the show, from one hour before the performance starting time at the Evening Box Office.

Please remember that The Central Box Office is in Galleria del Sagrato, MM Duomo and it is open everyday from 12am to 6pm. The Evening Box Office is in Via Filodrammatici, 2.

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5. The event I purchased has been cancelled/postponed. How can I have a refund?
Reply

Since we offer only the service of presale tickets, we can not influence in any way cancellations or postponements of events.
We will notify you immediately by e-mail all the changes that the Organizer will communicate to us.
Please do also attention to communications on the website of the Organizer, print, radio and television on the eve of the event you purchased the tickets to.
If the event has been cancel or postponed, the contact person for all your claims is the Teatro alla Scala Foundation.

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6. What about security code 3-D Secure and how does it work?
Reply

The security code is a number made up of three or four-digit number separated from the credit card’s main number. The position of the security code may vary depending on the credit card network.

Visa / Mastercard
For Visa and Mastercard networks the three-digit security code is printed on the back of the card immediately after the card's main number.
Only for MAESTRO cards that do not report the security code on the back of the card, you can use the following three numbers, "999", in order to proceed with the payment.

American Express For American Express cards the four-digit security code is printed on the front side of the card (you can find it on the right or left side of the credit card’s main number).

Using 3-D Secure your credit card becomes a method of payment on the web completely safe.
3-D has been developed by the major credit card companies in order to make sure the payments by credit card on the web. More and more banks are using this procedure.

How does 3-D Secure work?
The issuing bank prompts the buyer for a password that is known only to him. Through the allocation of a secret password is assured that only the cardholder can make payments with it. In order to make the payment is not enough to know only the data of the credit card.
The system involves a pop-up window appearing during the online transaction process requiring the cardholder to enter the secret password, which their card-issuing bank will be able to authenticate. In that way theft of the password ( "phishing”) is excluded.
If this is the first time you make a transaction using 3D secure Code you will be required to enter the secret password. For the next purchases you need to use always the same password.

My credit card already supports 3-D Secure?
You can ask to your Bank to verify if your credit card has been enabled yet.

How does 3-D Secure cost?
For credit cards users 3-D Secure is free. For further information you can ask to your bank.

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7. How can I contact the Customer Service?
Reply

If you have any further questions, please click the link below:
Click here

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