FAQS

Contact us?

The best ways to contact us is by telephone +1 (877) 960-3473 or you can reach us by Live Chat within the app.

Can I place an order over the phone?

To protect your security and the security of your credit card information, The Broadway Team does not process any monetary transactions via phone call.

Can I cancel or modify my order?

Please review the cancellation and exchange policy for your specific attraction before completing your purchase. If you made a mistake in your order, please contact us immediately at +1 (877) 960-3473 or through chat. While we will do our best to assist you, changes or cancellations may not be possible depending on the attraction's terms and conditions.

How will I get my tickets?

The Broadway Team offers several convenient ticket delivery and pickup options during checkout. Depending on the attraction, available options may include: Hotel Delivery – Have your tickets safely delivered to your hotel. Mobile Tickets (if available) – Receive an electronic version of your ticket by email. Show Box Office Pickup (if available) – Pick up your tickets directly at the show’s box office. Please note: Delivery and pickup options vary by attraction. The available options for your specific tickets will be displayed during checkout.

What devices does The Broadway Team app work on?

The Broadway Team the app is available for: • iPhone iOS 5 or later through the App Store. • Android phones and running 4.1 (Jelly bean) or later through the Google Play Store.

What forms of payment does The Broadway Team accept?

The Broadway Team accepts all major credit and debit cards. Your card information is captured and processed through our partner Stripe, which exceeds all of the most stringent industry security standards. For your security, The Broadway Team is PCI-compliant and never stores your full card information.

Where will my seats be?

The Broadway Team works hard to provide you with the best seats available within in the section you purchased, at the time of purchase. We do not select seats the box office has marked with obstructed or partial views, to ensure a great Broadway experience. In order to access the best available prices the week of, we cannot make or take seat requests at the time of purchase.

What do you do with my personal information?

Your card information is captured and processed through our partner Stripe, which exceeds all of the most stringent industry security standards. For your security, The Broadway Team is PCI-compliant and never stores your full card information. Your email address is never shared with 3rd parties and is only used to provide you with show updates, discounts and seat availability.

About Promo/Discount codes

The Broadway Team provides you with the opportunity to apply a discount code for greater savings. Please apply the code provided on our fliers for additional savings. You can enter your discount code as soon as you open our app, and/or during checkout.

How to use the restaurant vouchers?

The Broadway Team offers you great discounted restaurant options to go with your show. After your purchase, if you selected the restaurant discount option with your promo code, in your booking email you will receive a link. Click on that link and it will open up to our restaurant site showing all participating restaurant coupon vouchers and discounts. Simply present the voucher at your selected restaurant to receive savings for your meal.

How to use the shopping cart ?

Please click on the shopping cart icon to gain access to the shows you selected. You can then proceed to checkout.

Support in your language, how does that work?

Navigation & Customer Support: For your convenience, The Broadway Team offers you the opportunity to navigate the app in 6 languages: English, Portuguese, Spanish, French, Chinese, and Japanese. We have chat and customer support in 8 languages: English, Portuguese, Spanish, French, Chinese, Japanese, Italian, and German.

Can I login using my Facebook?

The Broadway Team offers you the opportunity to login to your account using your Facebook login. Simply enter your information and you are all set.

Do I need to Sign up/Login or can I simply enter as a guest?

You can do either but login has more features and advantages. You can save your Order History, create a login photo, and a lot more.

How do I use the Restaurant Giveaway?

We will be giving away Free Restaurant certificates/gift cards each day, where everyone is a winner. Simply fill out the form with the required information under the Restaurant Giveaway in the My Profile section. You will receive an email with a link connecting you to our restaurant site where you can choose from any of our participating restaurants.

What if I have a group larger than 6 and need tickets?

The Broadway Team works hard to provide you with the best seats available within in the section you purchased, at the time of purchase. We limit our ticket purchase to 6 tickets per order to increase your chances of finding seat availability for the show you want. If your group size is larger than 6, please contact us by Chat (8 languages) or Call Us at +1 (877) 960-3473.

What happens if I lose my ticket voucher?

Not a problem! All you need to collect your ticket is a valid photo ID. If you feel more secure and would like another copy of your voucher, you can call or email us and we will send it to you right away.

What if I need to change the name on the tickets or voucher?

Not a problem. Contact us at anytime and we will change it.

Are there any refunds or exchanges?

What happens if I miss the show?

Unfortunately all sales are final. If it was an emergency, we can try to help you and see about the possibility of rescheduling the date but there are no guarantees.

I forgot my password. What do I do?

Please click on the following link: "Forgot your password?" under Login and enter your email address. An email will be sent to you proving a link to reset your password.

Can I buy tickets when I arrive at the Empire State Building?

Currently, reservations are required for admission. Tickets must be purchased in advance via our app.

When can I use my tickets?

Tickets are valid for your chosen visit date & time.

Can I use my ticket twice in one day at the Empire State Building?

No, unless you’ve purchased tickets via CityPASS, or upgraded your ticket with a Night Pass.

Can I arrange a visit for a large group or a VIP at the Empire State Building?

For groups larger than 20, please contact us at +1 (877) 960-3473.

What is the cancellation policy?

Tickets must be canceled at least 72 hours prior to the reserved time slot. If a payment has been processed, a $4.00 administrative fee will be applied by the credit card processor to any refund issued.

Where is the entrance?

Observatory visitors should enter through our visitors' center at 20 W. 34th St. Other entrances on Fifth Avenue, 34th and 33rd Streets are reserved for tenants and their visitors.

How do I get there?

For detailed directions on how to get here, visit our google map in the Attraction Details page.

What is the best time to visit the Empire State Building?

Peak visiting times vary by season. The Empire State Building is open 365 days a year, but operating hours and schedules may vary. For the most up-to-date visiting hours, schedules, and any temporary changes, guests are advised to visit the official Empire State Building website before their visit. Please note: Operating hours are subject to change. Guests should check the official Empire State Building website for the latest schedule and visitor information before arriving.

Can I visit the Empire State Building at night?

Yes. For the safety of our guests they will be operating on an updated schedule.

How long does a typical visit take? Is there a time limit?

There are no time limits or specified visiting windows. Allow at least one hour for your visit, slightly more if you will be visiting both the main deck and the top deck. During peak visiting hours, especially in the warmer months, there may be extended waits to buy tickets and enter the elevators. You can speed up your visit by buying an express ticket online, which allows you to skip the ticket office and jump to the front of all other lines.

Do you provide an audio guide?

The audio tour has been replaced with interactive QR codes throughout the Empire State Building experience, providing additional information and behind-the-scenes content about the Observatory. Please use your smartphone camera to scan the QR codes as you encounter them during your visit and enjoy enhanced content throughout your journey.

What amenities are available at the top? Is there a restroom?

Restrooms, including handicap-accessible restrooms, are available on the 86th Floor only. To limit high-touch surfaces, our powerful binoculars are currently not operable.

Can I bring a baby stroller?

Yes. Elevators are available for visitors with baby strollers. Strollers must be folded on observation decks.

Can I bring a tripod for my camera?

No. Tripods are prohibited at the Observatory, and there are no storage facilities on site.

Are there items I can't bring into the building?

The items listed are not permitted in the Empire State Building. Do not carry any of these items into the security screening area. Items that are confiscated may not be returned. Please note that this list is not exhaustive, so if you are unsure about an item, please do not bring it. Any questions and uncertainties should be referred to the Security Officers on duty. - All weapons, including firearms, ammunition, knives, swords, scissors, mace, any dangerous items and any dual-use items that could be dangerous are strictly prohibited in the Empire State Building. - Glass items, including bottles, glasses, marbles, etc. Alcoholic beverages - Cans, bottles, flasks, etc. - Professional cameras, equipment, and camera stands: mono-pods, bi-pods and tripods - Sports equipment such as skateboards, roller skates, golf clubs, baseball bats, hockey sticks, baseballs, footballs, tennis balls, etc. - Marking instruments, including spray paint and markers Musical instruments - Large packages, suitcases, carry-on luggage, and other such parcels. - Costumes and masks for non-PPE purposes There are no locker storage facilities at the Empire State Building for personal belongings.

What security precautions do you take?

There is active, 24/7 security at the Empire State Building. All you will notice is the primary security screening, similar to airport security procedure. Please keep in mind you will be monitored by cameras and other means throughout your entire visit.

Where can I buy souvenirs?

The Observatory sells a fantastic range of Empire State Building memorabilia on the 80th Floor Gift Shop, most of which is exclusive to the shop.

What accommodations are made for visitors with disabilities?

The Empire State Building is fully ADA compliant. It has handicapped restrooms on the 86th Floor Observatory and also has lowered viewing walls and binoculars. Service dogs are allowed throughout the building. Motorized and non-motorized wheelchairs are permitted. The 86th Floor has ramps to make getting around easier and lowered viewing walls so that visitors in chairs can still take in the view.

I think I left something at the Empire State Building. Is there a lost and found?

For lost items, call (212) 736-3100. If you find items while visiting, please take them to the Visitor Information Desk in the Main Lobby. Unclaimed items will not be kept after 7 days.

Showtime Pictures took my photo on the Observation Deck. How do I get it?

You can see and buy your photos at showtimepictures.com.

Who chooses the color of the lights?

The Observatory changes the tower lights to recognize holidays and events throughout the year.

What time does the Empire State Building lights turn off each night?

The tower lights are turned off at 2 a.m. daily.

I would like to propose at the Empire State Building. Is that ok?

Absolutely! It is recommended proposing when the musician, Tony DePaolo, is on the 86th Floor Observatory (Thursdays through Saturdays – please reach out to info@esbnyc.com for exact hours). You may request your special song to help set the mood. Unfortunately, it's not possible to accommodate requests to close down the Observatory for proposals.

What are the hours of operation?

Top of the Rock is open from 9am to 12am and the last entrance happens 50 minutes before closing time. During holiday periods, the schedule may suffer some changes.

Is there a restaurant and/or bar at Top of the Rock?

Yes, The Weather Room Café & Bar, located on Level 1 of the Observation Deck, pairs Top of the Rock’s sweeping cityscapes with elevated, locally-sourced casual fare.

How long can visitors stay on the observation decks?

There is no time limit as to how long guests can stay on the observation decks during operating hours. The average length of stay is about 45 minutes to an hour.

Are there restrooms located at Top of the Rock?

Yes, restrooms are available inside Top of the Rock and are located on the mezzanine level before the elevator ride to the top and the 66th floor of the observation deck.

Can I go straight to the elevators after security or do I have to go through the mezzanine exhibit?

You may bypass the Mezzanine Exhibit if you have the VIP Access Ticket only. All General Admission guests are to enjoy the Mezzanine Exhibit at their leisure before ascending.

Can I visit the mezzanine level exhibit after I visit the observation decks?

Due to crowd-flow purposes, the pre-show exhibit can only be viewed before visiting the observation decks.

Is Top of the Rock weather dependent?

Top of the Rock is open 7 days a week, 365 days a year, regardless of weather conditions. In the case of inclement weather, portions of the deck may be closed for safety reasons. Guests will be advised about weather conditions and visibility prior to entry. Top of the Rock will not refund tickets in the case of inclement weather; however, Top of the Rock will reissue your ticket for a future time and date.

Is the Rockefeller Center Christmas Tree and/or Skating Rink visible from the Top of the Rock?

Unfortunately, no. However, both are easily accessible from the Concourse level of Rockefeller Center, where you will exit the elevators after visiting Top of the Rock.

Am I required to purchase tickets in advance?

Advanced reservations are suggested, but not required.

How much do tickets cost?

Ticket prices can be viewed on The Broadway Team app. Please note that the prices listed are subject to applicable taxes.

If I have my tickets printed out or in my email, do I still have to stand in line?

If you already have your tickets in hand, you may bypass the ticket line and proceed to the mezzanine pre-show exhibit.

How long does it take to get through security and arrive upstairs?

On average, the process of getting through security and walking through the mezzanine exhibit takes approximately 20 minutes.

What if I show up late and miss my time slot?

Top of the Rock will honor the ticket on the same day and will provide access in the next available time slot.

What if I show up earlier than my time slot?

In the event of early arrival, Top of the Rock will attempt to accommodate guests in the next available time slot. If Top of the Rock is unable to provide early access, they will ask that you return at your scheduled ticket time.

Can I purchase tickets the day I want to visit Top of the Rock?

Tickets can be purchased one hour or more in advance. For entry times less than one hour in the future, contact us by phone +1 (877) 960-3473 or by chat between the hours of 9:00am and 6:00pm.

What if I can't print the tickets I purchased here?

Top of the Rock can scan the QR code on your phone that is part of your ticket confirmation email.

Why didn't I receive a confirmation email?

Confirmation emails are sometimes routed to spam or junk mail folders. If a confirmation email is not received within an hour after purchase, please contact us at thebroadwayteam@gmail.com, by telephone +1 (877) 960-3473, or by chat within the app and one of our customer care representatives will be happy to assist you.

Is Top of the Rock free for children under 5?

Yes, children ages 5 and under receive free admission.

What is the cancellation policy?

How can I change my ticket time slot?

If you purchased your ticket through the app and would like to change your entry time, please make sure to request the change at least 7 days in advance. A new ticket will need to be purchased, based on the attraction's availability. For assistance, you can: Call us at +1 (877) 960-3473, or Contact us via chat, and we’ll be happy to help you adjust your ticket time.

Can I upgrade to a sunset ticket?

No, Top of the Rock does not provide the option to upgrade to a sunset ticket. In order to do so, you must refund your general admission ticket and purchase a new one.

Am I guaranteed to see the sunset with a sunset ticket?

No, the sunset tickets are sold during the prime time and Top of the Rock charges a “sunset fee” two hours before the sunset.

Common FAQs related to the VIP Ticket:

The VIP ticket allows a one-time entrance with priority elevator access on a selected date, and 20% off at the gift shop. When purchasing the VIP ticket, you are only required to select an arrival date. You will be granted immediate entrance upon arrival between 8am and 11pm on your selected date.

Where do I pick up and purchase my Top of the Rock photos?

Photos can only be viewed and picked up at the photo counter located in the Top of the Rock gift shop on the Concourse level of 30 Rockefeller Center when guests exit the elevators after their visit. If you purchased digital versions of your photos during your visit, you can access them online for up to 90 days.

Is Top of the Rock wheelchair accessible?

Yes, Rockefeller Center and Top of the Rock is accessible to and for all. If you require additional assistance, feel free to ask one of the Security Guards or Top of the Rock Personnel in all Black.

Can I bring my pet?

Top of the Rock only allows service animals.

Are strollers allowed at Top of the Rock?

Strollers are permitted; however, they must be collapsible.

Can I bring tripods? What about professional video cameras?

Top of the Rock does not allow tripods or professional video cameras on the observation deck.

Are specific items prohibited from entering the building and/or observation deck?

Items that present a danger to the safety of visitors and employees will not be permitted in the building or on the observation decks. These items include, but are not limited to, weapons and knives of any kind, lighters, glass bottles, and flammable substances. Musical instruments, amplifiers and speakers are also not permitted.

Can I bring food and beverages to Top of the Rock?

Food is prohibited at the Top. You may carry water in a non-glass bottle.

Am I able to use my Drone while at the Top?

All Drones are prohibited for use at the Top of the Rock.

Does Top of the Rock offer any special treatment for marriage proposals?

Rockefeller Center is delighted that many couples chose it as the backdrop for their most memorable moments. Click here to learn about our engagement packages at The Rink. To have your wedding at Top of the Rock, visit https://ultimateusaweddings.com/.

What does the Rockefeller Center Tour entail? What buildings, murals, statues, etc., are covered in this tour?

A guide will lead guests through Rockefeller Center’s buildings, streets, and landmarks, focusing on the art and architecture of the Center. Featured in the tour are original installations, all by world-renowned artists, such as: - Sculptures by Isamu Noguchi, Michio Ihara, and Paul Manship, including the iconic Prometheus statue - Exquisite murals by Jose Maria Sert and Sir Frank Brangwyn - Historic sculptures by Lee Lawrie, Gaston Lachaise, Attilio Piccirilli, and Leo Lentelli In addition, guests will be taken through the Channel Gardens, the world-famous skating rink (open seasonally), and several buildings of this art deco masterpiece, including the iconic 30 Rockefeller Plaza. Each tour differs slightly from the next; however, all major landmarks and artworks will be covered.

Is the tour available in languages other than English?

Tours are conducted in English by a tour guide. It may be possible to arrange for your own translator for your group; please contact us at +1 (877) 960-3473, by email thebroadwayteam@gmail.com, or by chat in the app.

Does this include a tour of NBC Studios or Radio City Music Hall?

NBC Studios and Radio City Music Hall offer their own tours of these venues.

What is the New York Pass® and when is it activated?

The New York Pass® provides free entry into New York City’s top attractions (for a complete list of attractions that you have access to with The New York Pass®, visit the "Attraction Information" page). Your pass will be activated when you visit the first attraction, regardless of the time you initially scan your pass at the first attraction.

Is there a limit to how many attractions I can visit in one day?

With The New York Pass® there is absolutely no limit to how many non-cruise attractions you can visit in one day. Scan your pass for entry at as many attractions as you wish, except for Circle Line Sightseeing Cruises which is limited to one cruise per day.

Can I visit the same attraction more than once?

You can visit each attraction just once with The New York Pass®. However, you can visit as many attractions as you want.

Are the 2-day, 3-day, 4-day, 5-day, 7-day and 10-day passes for consecutive days?

Your New York Pass® is to be used on consecutive calendar days. The pass will become activated once you visit your first attraction and that day will conclude at midnight as the pass goes into its second day of use and so on. For example, if you activate your 3-day pass on Monday, it will be active on Monday, Tuesday, and Wednesday. The pass will conclude at midnight.

How old do you have to be for a child pass?

Child passes are reserved for children between the ages of three and 12 years old. Children who are two years old and younger will not need to have a New York Pass® purchased for them. Anyone 13 and older will need to purchase an adult pass.

Do I have to make reservations for attractions?

Certain attractions will require a reservation. If this is the case, you will find all booking information listed on the reservations page and the individual attraction pages on the New York Pass app you will receive after purchase. Some advance reservations will require a pass number or order reference number to secure your booking. This will not activate your pass.

What happens if my plans change and I can’t/don’t use The New York Pass®?

Change of plans? No problem! Our cancellation policy for The New York Pass allows you to request a refund for any non-activated passes up to 72 hours before the start date of your planned trip. Simply contact our customer care team and provide your order number to receive your refund. If a payment has been processed, a $4.00 administrative fee will be applied by the credit card processor to any refund issued.

How far in advance can I buy The New York Pass®?

You can purchase passes up to 24 months in advance. One year after your purchase, the passes will no longer be valid if you have yet to activate them.

How will I get my pass?

You'll get your pass via email as soon as your order is processed. Choose between two options: use your pass right on your phone with the free New York Pass® app or print your pass and guidebook at home. Links and easy-to-follow instructions for both options will be in your confirmation email.

Do I need to make reservations to enter attractions?

Some activities, tours and attractions require an advanced booking. This information is listed on the reservations page and the individual attraction pages on the New York Pass app that you receive after purchase. Please check whether a booking is required before you visit the attraction to avoid disappointment. Your pass must be valid on the day of the reservation. New York also has a few extremely popular attractions that don't have reservation requirements, but will involve wait times during busy periods. These include Top of the Rock Observation Deck, 9/11 Memorial & Museum, One World Observatory, Best of NYC Cruise by Circle Line Sightseeing Cruises and Liberty Super Express Cruise. For these attractions in particular, it's important to check the 'know before you go' section on attraction pages in the New York Pass app for all the top tips, to ensure you have the best sightseeing experience.

How do I extend my pass for two years?

Your New York Pass is valid for 365 day(s) from the booking confirmation date. It expires at 23:59 on the last day

What is Big Bus child ticketing policy?

Passengers aged between 3 and 12 years must travel on a child ticket. All passengers under the age of 15 must be accompanied by a passenger over the age of 15. Children aged 2 years and under may travel free of charge as long as they will not occupy separate seats. Children aged 13+ charged the same rate as adults. Strollers must be folded and stowed on the lower deck.

Which days do Big Bus tours operate?

Big Bus Tours New York operates every day except Thanksgiving and New Year's Eve (December 31). Occasionally severe weather and special event days could affect service.

Do I need to specify a date of travel with Big Bus?

Yes – we’ll ask you to select the date you’d like to hop on the bus. If you’re touring with us for more than one day, your ticket must be used across consecutive days, and the date you select at time of booking should be the first day of your tour. Some tours also require you to select a time of travel, to guarantee your seat. If your ticket includes extras, you may also need to book additional dates & times for all elements of your ticket after your purchase is complete. See your booking confirmation email for instructions.

Are accommodations available for persons with disabilities on Big Bus?

Yes, 100% of our New York fleet is wheelchair accessible. The wheelchair lifts on our vehicles have a maximum capacity of 650 pounds. If you require a different accommodation, please contact us 48 hours prior to your planned tour commencement so we can make arrangements for an accommodation. Please note that messages left on the office general voicemail do not constitute confirmed arrangements. Please also note that passengers with mobility impairments may not be able to access the upper deck on our buses. We cannot guarantee the accessibility of the various attractions along the tour.

How do I redeem my ticket with Big Bus?

Show your ticket (printed or on a device) to a member of staff at one of our stops or aboard the bus. They'll issue you a receipt that you'll be able to use to hop on the bus throughout the validity period of your ticket.