Ticketing Policies

Age policy

Almost all events scheduled require every patron to have a ticket for entry. Standard policy is that only “babes in arms” are allowed in without a ticket. Any child admitted without a ticket is required to remain in parents lap. For family events, age restrictions may vary.
Cancelled or rescheduled events

If an event is cancelled, tickets can be taken back to point of purchase for a refund. Customers who purchased tickets through Ticketmaster on line or over the phone will generally receive a refund without having to return the tickets. Customer's who purchased tickets at a Ticketmaster Ticket Center will have to return to the ticket center to receive their refund. Tickets purchased at the Viejas Arena ticket office or the Aztec Center ticket office must be returned to either office for a refund. Refunds will only be made in the same method of payment used to originally purchase the tickets at the ticket office. If an event is postponed, patrons can hold on to their tickets until a new date is scheduled or tickets can be taken back to point of purchase for a refund.
Event on-sale information

When a newly scheduled event at Viejas Arena goes on sale to the general public, the Viejas Arena ticket office will be open to sell tickets. If an on sale is scheduled on a Saturday or Sunday, the ticket office will remain open until all customer in line are served. After the line is served, the box office will close. If an event goes on sale during the week, the ticket office will remain open until the normal closing hour.
Random Number Distribution (Lottery Procedure)

Depending on the show, the Viejas Arena ticket office will use random numbers for an on sale. Call the Viejas Arena information line, at 619-594-6947, to find out if random numbers will be used for a particular on sale. Random numbers are used to ensure a fair distribution of tickets during the on sale. Even if random numbers are not used for an on sale, no customer will be allowed to "camp out" in front of the box office prior to the on sale. The following random number procedure is based on an on sale time of 10am:

* Customers wishing to receive a random number will not be allowed to line up any earlier than 8am
* All customers in line by 9am will receive a random number. Any customer arriving after 9am will be placed in another area separate from the customers who have received a random number.
* Approximately 10 minutes before the on sale time, the starting number will be drawn. At that time, everyone will be placed in line in numerical order.
* Customers receiving a random number are not guaranteed a ticket, only a place in line.

Refunds, Exchanges and Upgrades

Refunds, exchanges, and upgrades are not available.
Same day ticket orders

Same day ticket orders are only available through Ticketmaster on line and over the phone. Tickets are usually taken off sale over the phone and internet at 3pm on the day of the event. At that time, tickets can only be purchased at the box office or through Ticketmaster Ticket Centers.
Tickets which are lost, stolen or not received in the mail
Ticket replacement procedure for LOST TICKETS:
Tickets purchased at a Ticketmaster Ticket Center

TICKETS CANNOT BE REISSUED AND NO REFUND CAN BE GIVEN. Customers will have to purchase a whole new set of tickets.
Tickets purchased through Ticketmaster online or over the phone

Customers must call Ticketmaster Customer Service and replacement tickets will be issued. Those tickets can be picked up at Will Call no sooner than the date of the event at the Viejas Arena ticket office.
Tickets purchased through the Viejas Arena ticket office

Customers must know the date the tickets were purchased, the method of payment used to purchase the tickets, and ALL OF THE SEATING INFORMATION (section, row, and seating information) in order for replacement tickets to be issued. Those tickets can then be picked up at Will Call no sooner than the date of the event at the Viejas Arena ticket office.
Ticket replacement procedure for STOLEN TICKETS:
Tickets purchased at a Ticketmaster Ticket Center

CUSTOMERS MUST HAVE A POLICE REPORT STATING TICKETS WERE STOLEN and know when the tickets were purchased as well as the section, row, and seating information concerning the tickets. Customer must go back to the ticket center where the tickets were originally purchase. The ticket center will arrange to have a set of replacement tickets available to be picked up at Will call no sooner than the date of the event at the Viejas Arena ticket office.
Tickets purchased through Ticketmaster online or over the phone

CUSTOMERS MUST HAVE A POLICE REPORT STATING TICKETS WERE STOLEN. Customer must call Ticketmaster customer service at 619-220-8497 to report their tickets had been stolen. The customer service will arrange to have a replacement tickets available to be picked up at Will Call no sooner than the date of the event at the Viejas Arena ticket office.
Tickets purchased through the Viejas Arena ticket office

CUSTOMER MUST HAVE A POLICE REPORT STATING TICKETS WERE STOLEN. Customer must contact the Viejas Arena ticket office at 619-594-5085 to have replacement tickets available to be picked no sooner than the date of the event at the Viejas Arena ticket office.
Ticket replacement procedure for TICKETS NOT RECEIVED IN THE MAIL:
Tickets purchased through Ticketmaster on line or over the phone

Customer must call Ticketmaster customer service at 619-220-8497 to report their tickets were not received in the mail. The customer service will arrange to have a replacement tickets available to be picked up at Will Call no sooner than the date of the event at the Viejas Arena ticket office.
Will-call procedures

Ticketmaster will call the box office is authorized to print, can be picked up according to the following schedule:

* WEEKDAY EVENTS - ANYTIME AFTER 10 AM
* WEEKEND EVENTS - ANYTIME AFTER 12 NOON

Orders where tickets were lost, stolen, or tickets were not received in the mail will be available on the day of the event AFTER 4PM.

Customers picking up Ticketmaster will call orders must have picture id and the credit card originally used to purchase the tickets.

All other will call (in-house orders, artist will call, promoter will call) is generally available 90 MINUTES PRIOR TO THE SHOW TIME. Picture id is required in order to pick up any will call.