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TIFF 2020: Frequently Asked Questions

TIFF looks a bit different in 2020. To help you navigate the Festival, we’ve put together this list of key changes, dates, and frequently asked questions.

Highlights of key changes

  • Tickets pre-sales will take place online (on tiff.net) and over the phone
  • TIFF Bell Lightbox Box Office will not open until September 8
  • All in-person and drive-in screenings have assigned seating; there is no tiered pricing
  • There are no ticket packages
  • Individual tickets can only be purchased in singles or pairs; maximum 2 tickets per account
  • Digital film screenings for the public will be available in Canada only
  • Exchanges open August 28; the last day to exchange digital screening tickets is September 6
  • Masks or face coverings must be worn at all times in TIFF Bell Lightbox, except when seated in-cinema

More information on these changes is available in the sections below.

Key Dates

July 9
August 25
Full schedule and event details live on tiff.net
August 28
Industry registration closes
August 28
Individual tickets on sale at 10am for Leadership Members
New this year: Ticket exchanges and transfers open
August 29
Individual tickets on sale at 10am for Platinum Members
August 30
Individual tickets on sale at 10am for Gold Members
August 31
Individual tickets on sale at 10am for Silver Members
September 1
Individual tickets on sale at 10am for Bronze Members
September 2
Individual tickets on sale at 10am for Contributors Circle
September 2
Industry registration closes
September 3
Individual tickets on sale at 10am for Members 365
September 4
Individual tickets on sale at 10am for TIFF Insiders
Make sure you subscribe to The Weekly to get your code!
September 5
Individual tickets on sale at 10am for the public
September 6
All sales, exchanges and transfers close for all Bell Digital Cinema screenings 6pm
September 8
Digital onsite Industry registration opens
September 9
Digital screenings added to your Bell Digital Cinema account. An account will be created if you do not have one, using the email address associated with your purchase. If you already have a digital TIFF Bell Lightbox account, you are already set up.
September 10–19
2020 Toronto International Film Festival
Ticket sales continue for all in-cinema, drive-in, and virtual live events on tiff.net
Tickets for digital screenings available online at digital.tiff.net
September 13
Digital onsite Industry registration closes
September 10–14
Industry Conference

Box Office Hours

TIFF Bell Lightbox, Reitman Square, 350 King St. W.

September 8 – 9: 10am–6pm

Call Centre, 416-599-2033 (Toll-free: 1-888-258-8433)

August 24 – September 9: 10am–6pm
September 10 – 19: 10am–10pm



Ticketing

How do I buy tickets?

This year we are not offering Ticket Packages. Instead, individual tickets will be available to purchase beginning on your designated on-sale day, or during the Festival. There will be no RUSH ticketing at in-person venues for Festival 2020.

From August 28 to September 9, tickets can be purchased for all in-cinema, drive-in, digital, and virtual live events on TIFF Account Manager. Sales for digital screenings are closed between September 7 and 9. Please see “Key Dates” (above) to review when you are eligible to purchase tickets. During the Festival (September 10–19), tickets will be available for purchase on your TIFF Account Manager for all in-cinema, drive-in, or virtual live events, and tickets for digital screenings must be purchased directly on Bell Digital Cinema.

Tickets will only be available for purchase online and over the phone between August 28 and September 9. From September 8 to 19 ticket sales will continue online and over the phone, and the box office will open at TIFF Bell Lightbox to facilitate will-call pickups for in-cinema or drive-in screenings.

How much do tickets cost?

Ticket prices for TIFF 2020 are as follows:

In-Cinema Screenings (TIFF Bell Lightbox)

  • Regular film screenings: $19 including taxes+fees
  • Premium film screenings: $26 including taxes+fees

Digital Screenings (Bell Digital Cinema)

  • Regular film screenings: $19 including taxes+fees
  • Premium film screenings: $26 including taxes+fees

Drive-in Screenings (Visa Skyline Drive-In at CityView and RBC Lakeside Drive-In at Ontario Place)

  • Car with 1–2 people: $49 including taxes+fees
  • Car with 3+ people: $69 including taxes+fees

Open-Air Cinema Screenings (West Island Open Air Cinema at Ontario Place)

  • Lawn Pod for 2 people (pedestrian): $38 including taxes+fees

Premium screenings apply to all films included in our Gala and Special Presentation programmes.

Prices for virtual live events will be announced at a later date.

How do I access my tickets?

In-Person Events:

The health and safety of our patrons is our top priority, so we encourage you to utilize mobile ticketing to reduce crowding at our in-person box office.

Your purchase confirmation email is NOT your ticket. Please select one of the following options to access your in-cinema or drive-in tickets:

Mobile tickets:

  • Visit tiff.net from your mobile phone
  • Tap the ticket icon (bottom right)
  • Tap the Account icon (top right) and login
  • Scroll down to view upcoming events and select the event you want to access
  • Tap "View Barcode"

Use the email associated with your TIFF Account to log in. Tickets can be scanned directly from your Account Manager, or added to your mobile wallet. You may also screenshot your tickets and access them from your device’s photo album.

Will Call:

Tickets can be picked up from TIFF Bell Lightbox September 8–19. Drive-in venues will not have a physical box office, and tickets must be picked up from the Lightbox prior to your event if you have selected the will-call option. To retrieve your tickets, bring a copy (printed or mobile) of the order confirmation, or a piece of photo ID.

Digital Events:

Digital screenings added to your Bell Digital Cinema account by September 9. An account will be created if you do not have one, using the email address associated with your purchase. If you already have a digital TIFF Bell Lightbox account, you are already set up.

Once the Festival begins, you can access your selected films by visiting “My Library” from the Bell Digital Cinema home screen, or by visiting the home screen of the Bell Digital Cinema app. Films will become available to watch on different days, and you will have 24 hours to watch them once they go live. Please review the schedule prior to making your purchases to ensure you have enough time to watch your selected titles.

Virtual live events are available on a separate platform, and ticket holders will receive a direct link to join the event prior to the start time.

How do I access a ticket pre-sale?

This year, TIFF Members will have access to ticket pre-sales between August 28 and September 3, based on Membership level.

Visa Infinite cardholders will receive an advance window to purchase individual tickets online. Visa will reach out to eligible individuals directly with more information.

TIFF Insiders can purchase individual tickets before the public, but after TIFF Members. Become an Insider by signing up for The Weekly e-newsletter.

How do I exchange my tickets?

Tickets for all events can be exchanged through your TIFF Account Manager starting August 28. You cannot exchange tickets across different platforms. Tickets for digital screenings cannot be exchanged after September 6.

To exchange your tickets, please follow the steps below:

  • Log in to your TIFF Account Manager.
  • Scroll down and select the event you wish to exchange.
  • Click “More” and select “Exchange.”
  • Tick the box next to each seat and click “Exchange” (top right).
  • Select the event you wish to attend from the list of available events.
  • Scroll to the bottom and click “Continue.”
  • Select your seat from the “Interactive Seat Map."
  • Click “Check out” to complete the exchange.

PLEASE NOTE: You must have Flash Player enabled on your browser to successfully exchange your seats.

Can I transfer tickets to a friend?

To transfer your tickets, please follow the steps below:

  • Log in to your TIFF Account Manager.
  • Scroll down and select the event you wish to transfer.
  • Click “Transfer” and tick the box(es) next to the seat number.
  • Enter your recipient’s contact information, and your offer will be sent via email.
  • Your recipient must accept the offer and create their own account to complete the transfer.

If your recipient does not accept your offer, then they will not be able to use your tickets. You can cancel the offer, or you can wait for it to expire two hours before the event start time.

Can I get a refund?

If you are no longer able to attend an in-person or drive-in event within two hours of your screening’s start time, please contact us at customerrelations@tiff.net. All sales for digital screenings or virtual live events are final; refunds are not permitted. Tickets for digital screenings cannot be exchanged after September 6. Tickets are valid only for the event for which they are issued, and cannot be replaced if lost or stolen.

What if I require accessible/companion seating?

All TIFF screenings offer accessible seating. Seating is limited and is available on a first-come, first-served basis. For more detailed information regarding venue and screening accessibility, please visit tiff.net/accessibility. To find in-person or drive-in screenings with closed-captioning (CC) and/or descriptive sound (DS), please visit tiff.net/calendar and open the drop-down menu labelled “Accessibility” and select the appropriate filter.

Wheelchair-accessible tickets may be purchased on TIFF Account Manager directly from the seat map. If you require assistance purchasing an accessible seat, or if you require an additional complimentary ticket for your companion, please contact our Call Centre (1-888-258-8433).

If you have an accessibility consideration that limits your ability to stand in line, please see “What are lobby passes?” below.

PLEASE NOTE: Seating may be limited and restricted to the existing floor plan of each venue. Though we do our best to accommodate every request, seating cannot be guaranteed.

What if there are no tickets available?

When a screening no longer has available tickets, it is referred to as “off-sale.” As inventory may fluctuate between being on and off-sale due to exchanges, we recommend checking tiff.net and digital.tiff.net regularly for newly available tickets. Please check tiff.net/available to see a list of films with remaining tickets throughout the Festival. Our website also offers recommended alternatives in the event that the film you would like to see is off-sale.

Is there a limit to the number of tickets I can purchase?

In order to ensure a fair distribution of tickets during the Festival, each visitor may only purchase a maximum of two tickets per account, per each event. This limit exists for Members and non-Members. All in-cinema screenings have assigned seating, and due to social distance spacing, you must purchase single seats or a pair. Please note: we are unable to split paired seats. If there are no more single seats available, you must purchase the pair.

You only require one ticket to access a drive-in screening, watch a digital screening or virtual live event. You can purchase and transfer an additional ticket to a friend. The last date to transfer a ticket for a digital screening is September 6 at 6pm.

Can I make a group booking?

Those interested in purchasing tickets for groups of 20 or more for any in-person screenings may do so beginning September 5, exclusively through our Festival Call Centre (1-888-258-8433, open 10am to 6pm). Group bookings cannot be accommodated before this date. Tickets are subject to availability. If you are interested in purchasing tickets to a Festival screening for the purpose of corporate hosting, we recommend that you reach out to sponsorship@tiff.net for further assistance.

Group sales will not be available for digital events.

What payment methods do you accept?

TIFF prefers Visa, but we accept all major credit cards. Debit is also accepted for in-person purchases at TIFF Bell Lightbox. To mitigate the spread of COVID-19, we encourage you to limit your cash purchases.

Will any additional fees be added to my purchase?

All service fees and taxes are included on purchases made on tiff.net. Prices listed on digital.tiff.net do not include tax, and this will be added onto your total at checkout. There are no exchange or refund fees.



Account Management

How do I login to or create an account?

Tickets will be available to purchase on TIFF Account Manager between August 28 and September 19. Please note, there will be no sales for digital screenings between September 7 and 9.

To sign in or create an account on TIFF Account Manager please follow these steps:

  • Visit tiff.net and click “Buy Tickets”
  • In the top right corner click “Sign In”
  • If you don’t have an account you can create one from this window
  • If you do have an account, enter your email address and password
  • Browse available screenings and events and secure your tickets

From September 10 you can login to Bell Digital Cinema to watch digital screenings you pre-purchased, or rent more titles.

Please note, Bell Digital Cinema is not the same as your TIFF Account Manager. You are required to create a new account. We recommend using the same email addresses for both accounts. If you already have an account on digital TIFF Bell Lightbox, you do not need to create a new one.

To sign in or create an account on Bell Digital Cinema, please follow these steps:

  • Visit digital.tiff.net and click “Sign In” or “Create Account”
  • Browse your pre-purchased films in “My Library” or purchase new titles by clicking “Rent” any title

I can't login, how do I reset my password?

To reset your TIFF Account Manager password please follow these steps:

  • Visit TIFF Account Manager and click “Sign In”
  • Enter your email address and then click “Forgot Password?” on the next page
  • Follow the instructions in the password reset email from your inbox

To reset your digital TIFF Bell Lightbox password please follow these steps:

  • Visit digital.tiff.net and click “Sign In
  • Click “Forgot your password?” and then “Reset”
  • Follow the instructions in the password reset email from your inbox



In-Person Venues

When should I arrive for my screening?

Please arrive no earlier than one hour prior to your screening. To reduce crowding, there will be no indoor lineups. Lineups will remain outdoors, rain or shine, so please come prepared for any inclement weather. If you have an accessibility concern that limits your ability to stand in a line, please see “What are lobby passes?” below.

PLEASE NOTE: All Festival screenings and events will start promptly at the scheduled start time. Latecomers will be admitted at the discretion of the Front-of-House staff. Latecomers not admitted will not be issued a refund.

What are lobby passes?

New this year: We are no longer offering physical Lobby Passes. Instead, they will be available to download to your mobile device.

If you have an accessibility consideration that limits your ability to stand in line, we are pleased to offer complimentary Lobby Passes, which can be used at any in-person screening or event. Access to the designated waiting area is granted to you and your companion (if required) upon presentation of a Lobby Pass to a Front-of-House Representative, along with a valid ticket.

To request a Lobby Pass, you can fill out this form or reach out to customerrelations@tiff.net. Your Lobby Pass will be added to your TIFF Account Manager by September 10 and can be accessed the same way as a mobile ticket.

Can children and/or youth attend the Festival?

Parents must purchase a ticket for their child, and tickets are subject to regular Festival pricing. Children under the age of two do not require a ticket if they are sharing a seat with an adult.

What safety precautions is TIFF taking for in-cinema events?

TIFF is prioritizing the health and safety of Festival attendees and the greater community. Guests of all in-person events are asked to: (a) stay home if they are experiencing COVID-19 symptoms, (b) self-report positive COVID-19 testing, and (c) adhere to all safety guidelines as set out by government health officials.

In compliance with provincial and municipal directions, we have taken enhanced measures for you, other guests, and Festival staff. You must follow all posted instructions while attending in-person events.

Masks or face coverings must be worn at all times by staff and patrons when moving through TIFF Bell Lightbox. Patrons may remove their masks once they are sitting in their assigned in-cinema seats. All in-person events have assigned seating to accommodate social distance spacing.

To help prevent the spread and transmission of COVID-19, TIFF is committed to:

  • Providing access to hand sanitizers
  • Encouraging physical distancing
  • Wiping down and disinfecting surfaces
  • Conducting regular cleaning in high-traffic areas

An inherent risk of exposure to COVID-19 exists in any public place where people are present. By attending TIFF, you voluntarily assume all risks related to the exposure to COVID-19 and agree that you will not hold TIFF liable for any illness that may result.

TIFF continues to work closely with the Province of Ontario, the City of Toronto, and public health officials on the safe execution of the Festival, with its number-one priority being the health and well-being of both Festival filmgoers and the residents of the entire community. Additionally, TIFF has partnered with Medcan, a global health care leader providing medical expertise, consultation, and health inspiration to achieve its mission of helping people “Live Well for Life.” Based on the pillars of evidence-based care, exceptional client service, and the latest in technology, Medcan’s team of over 90 physicians and specialists support employee health care across the continuum of health, including its “Safe at Work System” helping organizations navigate the pandemic.



Schedule

When and where can I view the Official Film Schedule?

The Official Film Schedule is available online at tiff.net/schedule on August 25 at 10am. Printed schedules are no longer available. There will be a live, downloadable CSV version of the schedule available online. The schedule will include screenings and events across all platforms.

How can I find out about any changes to my screening?

All screening changes (including date, time, and location) are noted on tiff.net/changes after our schedule goes live on August 25 at 10am. If you have purchased tickets to a screening that has been changed or cancelled, you will receive a notification email from our Customer Relations team.