Faq

1 About us & contact details

  • 1.1 Who are we?

    Since it opened in 2005, In&Uit has been a one-stop shop for the city. Tourists, locals and culture vultures can all turn to In&Uit, that comes under Brugge Plus vzw, for information or the purchase of various products and tickets.

  • 1.2 Where can I get ticket-related problems solved?

    If you are having trouble booking tickets online, please send an e-mail to info@ticketsbrugge.be or contact the telephone helpdesk. You can also turn to the In&Uit desk. We always make sure that your call is dealt with within the shortest possible time.

    1. Helpdesk via mail: info@ticketsbrugge.be, always available

    2. Helpdesk telephone: +32 70 22 12 12, from Monday to Friday 2.00 p.m. to 5.00 p.m., not at weekends or on public holidays

    3. In&Uit: ’t Zand 34, Brugge, from Monday to Saturday from 10.00 a.m. to 5.00 p.m., Sundays and bank holidays from 10.00 a.m. to 2.00 p.m.
    Closed on Christmas Day and New Year's Day.

  • 1.3 Are there besides online sales desks also physical desks?

    Yes, you can turn to the In&Uit ticket office to buy your tickets. In&Uit sells tickets on behalf of various organisers who may use other sales channels for selling their tickets. It is best to consult the organiser's website for tickets.

    In&Uit: ’t Zand 34, Brugge, from Monday to Saturday 10.00 a.m. to 5.00 p.m., Sundays and bank holidays from 10.00 a.m. to 2.00 p.m. Closed on Christmas Day and New Year's Day.

  • 1.4 What are your opening hours?

    1. Helpdesk via mail: info@ticketsbrugge.be, always available
    2. Helpdesk by phone: +32 70 22 12 12, from Monday to Friday 2.00 p.m. to 5.00 p.m., not at weekends or public holidays
    3. In&Uit: ’t Zand 34, Brugge, from Monday to Saturday 10.00 a.m. to 5.00 p.m., Sundays and bank holidays from 10.00 a.m. to 2.00 p.m. Closed on Christmas Day and New Year's Day.

2. Tickets

  • 2.1 Can I book tickets by telephone at In&Uit?

    No. It is not possible to buy tickets over the phone at In&Uit, not even through the helpdesk number. The helpdesk number is only there to solve problems after booking your tickets through www.ticketsbrugge.be.

    In&Uit sells tickets on behalf of different organisers who may use other sales channels for selling their tickets. It is best to consult the organiser's website for tickets.

  • 2.2 How do I book tickets online?

    You can look up a show using different search options. Then you just follow the instructions to book your tickets.

    Please note that a booking may take 60 minutes maximum, including payment. If this time is exceeded, the booking may be cancelled, even if you are on the payment page. As a result, a payment may be registered, but the underlying booking may be deleted. If this happens, you will only receive a confirmation e-mail of the payment and not of the booking. In that case, contact the helpdesk as soon as possible. So when booking tickets, always keep an eye on the time, which is displayed on our website.

    You can book multiple events together by adding them to the shopping basket. Click 'proceed with order' until you have booked all the tickets.

    ALWAYS check the summary page before proceeding with payment, to make sure you have booked the correct tickets.

    Once the customer information has been entered, click 'pay' to arrive at the Ogone payment website. That is where the payment is entered. Only after payment has been approved have the tickets been actually booked.

    You will always receive two e-mails from us. One with your payment confirmation (Ogone) and one with confirmation of the tickets. The latter may include the tickets or not, as the case may be, depending on the selected method of dispatch. If you opted for e-tickets (PAH (PrintAtHome) tickets), then the tickets will be attached to the confirmation e-mail as pdf. If, however, you opted for dispatch by post, the tickets will be sent to the postal address you specified, within a few days.

    It is important that the customer details are entered correctly. Always check this to make sure you receive the tickets in good time.

  • 2.3 I would like to subscribe online. Is that possible?

    Yes,

    if you wish to book a specific subscription, you can do so by clicking on the 'Subscriptions' icon. There, you will find a list of all the available subscriptions. Always check the summary page before proceeding to payment, to make sure you were given the correct discount.

  • 2.4 How much time do I get to finish my order?

    Please note that a booking may take 60 minutes maximum, including payment. If this time is exceeded, the booking may be cancelled, even if you are on the payment page. As a result, a payment may be registered, but the underlying booking may be deleted. If this happens, you will only receive a confirmation e-mail of the payment and not of the booking. In that case, contact the helpdesk as soon as possible.

    Always make sure you have your credit card and/or card reader to hand to avoid wasting time while paying. So when booking tickets, always keep an eye on the time, which is displayed on the website.

  • 2.5 Can I book multiple tickets at once?

    Yes,

    in the case of numbered seating, you can book tickets as long as there are seats available. For unnumbered seating, you can book up to 99 tickets in one transaction by moving the number up or down on the counter.

  • 2.6 Can I book different events at once?

    Yes,

    you can book an event, select the number of desired seats and add them to your shopping basket by clicking on 'order'. Next, you will be taken to the summary page. Click on 'proceed with order' to add different events. In that way, you also avoid paying additional postal charges when you opt for dispatch by 'post'.

  • 2.7 I have a discount option? Is it valid? Can I use it online?

    Discounts may be possible if they are available. This is different for each organiser. Some organisers allow discounts for young people, seniors, ... on the online pages, while others do not.
    In many cases, special discount passes are not allowed online, because they are difficult to verify. If you want to be certain of a possible discount, we would advise you to consult the organiser's website before booking your tickets. After all, the difference cannot be refunded afterwards.

  • 2.8 Can I book wheelchair places online?

    No, it is best to book those through the organiser or with In&Uit. These places are reserved and are not posted online; otherwise, those places would be available for everyone.

    Opening hours In&Uit see 1.4

  • 2.9 Can I use In&Uit gift vouchers online?

    No, the In&Uit gift vouchers cannot be used online, but can be exchanged at the In&Uit desk, or at the box office of the Concert Hall or the Cultural Centre. See also the conditions on the gift voucher.

    Opening hours In&Uit see 1.4

  • 2.10 Are booking fees charged and if so, how much?

    Yes,

    there is a fee which covers handling, transaction cost, administrative follow-up, …

    In&Uit applies a graduated system according to ticket price:

    • tickets EUR 0 – 15 = EUR 1
    • tickets EUR 15.01 – 30 = EUR 1.5
    • tickets more than EUR 30 = EUR 2

    The organiser of the show or event determines whether those costs will be borne by the organiser or whether they will be passed on to the customer. Sometimes, the reservation cost is integrated in the price, or charged in addition. When it is added separately, you will find this in the booking summary under the heading 'costs'.

  • 2.11 What are numbered and unnumbered seats?

    Numbered seats are permanent seats. The advantage of this formula is that you are always certain of your seat in the hall. When booking, you choose your seat on the floor plan.

    Unnumbered seats are free seats. An exact seat is, therefore, not guaranteed. When booking, you can only enter the number of seats. Make sure you arrive on time to choose your preferred seat.

  • 2.12 Can I choose my seat?

    In shows with numbered seating, you will be shown the floor plan so you can choose your seats. Sometimes, we use the 'best available seats' system. That is when the ticket system will automatically assign the numbered seat, which cannot be changed. The seats you are assigned are listed in the booking summary.

    In shows with unnumbered seats, you cannot choose your seats.

  • 2.13 Can I buy tickets at the box office on the day of the show?

    That depends on whether or not the event is sold out. We advise you to consult the organiser's website in this regard.

  • 2.14 Can I be added to a waiting list when the show is sold out?

    Waiting lists are only used when the show is nearly or completely sold out and when the organiser has chosen this option. We advise you to consult the organiser's website in this regard.

  • 2.15 Will any tickets become available after the show has sold out?

    Yes,

    that is a possibility but cannot be guaranteed. The release of unpaid bookings may free up seats. It is also possible that In&Uit does not have all the tickets to sell. In that case, other sales channels may have tickets available. The organiser decides how many tickets each sales channel may sell. We advise you consult the organiser's website to find out all the sales channels.

  • 2.16 Can I book tickets and pay later?

    No,

    that is not possible. When booking tickets, you have to pay immediately.

3. Payment options

  • 3.1 What are the payment options online?

    Ogone (Ingenico Payment Services), the establishment which administers payment, offers the following payment options: Visa, Mastercard, Maestro, Bank card, iDeal or home banking of ING, Belfius or KBC.

  • 3.2 Which body checks the payments?

    Ogone (Ingenico Payment Services) is the body that checks all payments. Since In&Uit is not authorised to check this, it cannot solve payment-related problems. This can only be done by Ogone or the bank. (www.ogone.be)

  • 3.3 I do not have a bank or credit card. What are the other payment options?

    Via the payment page, you can opt for home banking by pressing the bank icon. The current banks that allow this are ING, Belfius and KBC. If you are a customer of another bank, home banking is not available to you. In that case, you can only purchase the tickets from the In&Uit ticket desk.

    In&Uit: ’t Zand 34, Brugge, from Monday to Saturday 10.00 a.m. to 5.00 p.m., Sundays and bank holidays from 10.00 a.m. to 2.00 p.m. Closed on Christmas Day and New Year's Day.

  • 3.4 Are there any fees associated with certain payment options?

    No.

    In&Uit does not charge extra for certain methods of payment.

  • 3.5 Can I book tickets and pay later?

    No,

    that is not possible. When booking tickets, you have to pay immediately.

4. Dispatch options

  • 4.1 How do I get my tickets at home? What are the dispatch options?

    You can choose between dispatch by e-ticket (PAH (PrintAtHome ticket)) or by mail. When neither the dispatch of tickets, nor e-tickets, prove possible, a 'collect' option is provided. That is when you can book your tickets and collect them from In&Uit (during opening hours) or from the local box office (see instructions on your confirmation e-mail).

    In&Uit: ’t Zand 34, Brugge, from Monday to Saturday 10.00 a.m. to 5.00 p.m., Sundays and bank holidays from 10.00 a.m. to 2.00 p.m. Closed on Christmas Day and New Year's Day.

    An e-ticket is not available: in locations where scanning is not possible due to the lack of Wifi or a scanning device. This is common in shows outdoors or in churches. In that case, dispatch by post is the only option.

  • 4.2 What is an e-ticket or PAH ticket?

    An e-ticket is a ticket you receive by e-mail. E-tickets are then attached (pdf) in the confirmation e-mail. You need PDF-reader software to view and print them. This software can be downloaded for free. There are several free pdf software packages on the market. E-tickets must be printed at home and taken to the show where they will be scanned for inspection purposes.

    An e-ticket can be scanned only once (unique QR code). There is no point in presenting an e-ticket twice or more at the door. Abuse will be prosecuted.

  • 4.3 How do I receive my e-tickets and how do I use them?

    Your e-tickets are attached to the confirmation e-mail (pdf). You will need PDF-reader software to view and print them. This software can be downloaded for free. There are several free pdf software packages on the market.

    E-tickets must be printed at home and taken to the show where they will be scanned for inspection purposes.

  • 4.4 Can I print my e-ticket more than once?

    Yes, in the case of loss or problems, you can print your e-tickets again, but you can only present them once at the door. The scanner will register the unique barcode on the ticket. When the same code is presented again, the scanner will sound a signal, and the ticket will be refused.

    If your tickets are e-tickets you can view and reprint them by accessing ‘account information’ in the ‘Tickets’ menu.

    Abuse will be prosecuted.

  • 4.5 I cannot select e-tickets as dispatch method. Only by post. Is this normal?

    Yes,

    it is. In open-air events or locations where there is no internet or scanning device, e-tickets are not an option. In that case, dispatch by post is the only option.

  • 4.6 When do I receive my tickets by mail?

    Tickets are always posted as soon as possible. There is no post at weekends or on bank holidays. Allow around five working days for domestic deliveries and some seven days for deliveries abroad. If you have not received any tickets after that time, please contact the helpdesk. 

    Opening hours see 1.4

  • 4.7 Until when can I choose the dispatch method?

    Up to seven days prior to the date of the show, dispatch by mail is possible. We need to allow time for processing the order and the postal service to do its job. The tickets must be able to arrive on time.

  • 4.8 Can I collect my tickets?

    This is possible in certain cases when 'collect' is indicated as a dispatch option. This depends on the show and/or agreements with the organiser.
    In that case, you will receive a confirmation e-mail with the necessary instructions.

  • 4.9 Can I have my tickets sent to another postal address?

    No.

    The tickets are always posted to the address you specified on the customer file.

  • 4.10 Can I collect my e-tickets from In&Uit?

    You can, but this is not normal procedure. You can have the tickets re-printed at In&Uit. For re-printing e-tickets, an administrative fee of EUR 1/ticket is charged.

  • 4.11 Can I collect my tickets that I wish to receive by post also at In&Uit?

    You can, but this is not normal procedure. You can have the tickets re-printed at In&Uit. For tickets for which the dispatch method 'post' was chosen, an administrative fee of EUR 1/ticket is charged. The delivery cost cannot be recovered.

  • 4.12 What are the dispatch options?

    We charge the following costs for dispatch:

    • Belgium: EUR 2
    • Abroad: EUR 4
    • Registered post: EUR 8

    Registered mail is compulsory when a total amount of EUR 300 is exceeded.

5. Customer registration

  • 5.1 Do I have to register?

    Yes.

    We need your details in order to send you the tickets and to notify you if a show is cancelled, to prevent you making a wasted journey.

  • 5.2 I have lost my password. Can I retrieve it?

    Yes.

    On the registration page, you enter your login. Then you click on ‘forgot my password’. Your password will be sent to your e-mail. If there is a problem, you can always contact our helpdesk.
    To login to your account, you can access the ‘Tickets’ menu and then choose 'account information’. 

    Opening hours see 1.4

  • 5.3 I have lost my login. Can I retrieve it?

    No.

    You will need to create a new login or contact the helpdesk.

    Opening hours see 1.4

  • 5.4 Can I change my password or other details?

    Yes.

    At the top of the ticketing page you can access ‘your account’ or you can choose ‘tickets’ in the website menu and then click ‘account information’. You will see a window with your details. Via ‘change password', you can change your password. By pressing ‘edit’, you can change all the other details.

  • 5.5 I moved. How can I update my details or report this?

    You can update your details yourself by selecting 'your account' at the top of the ticket page. Next, you will see a window with your details. By pressing 'edit', you can change your details. Or feel free to contact the helpdesk to implement the changes. This can also be done at the In&Uit desk. 

    Opening hours see 1.4

  • 5.6 What happens to my data?

    In&Uit uses your information for statistical purposes only and/or to notify you when a show is cancelled or changed. The organiser of the show you booked may also use your data for marketing purposes.

6. Problems?

  • 6.1 Why have I not received a confirmation e-mail of my payment, or booking?

    This can have two reasons.

    1. It may well be that not all the steps of the booking procedure were completed correctly, and payment was not registered, in which case the booking was cancelled.
    2. The e-mail address may be incorrect. You can always check this via ‘your account’. If it is incorrect, please contact the helpdesk who can send the confirmation or payment e-mail again. To avoid this, we advise you to double-check the customer details very carefully.

    Opening hours see 1.4

  • 6.2 Why have I received a confirmation e-mail from Ogone (payment), but not one of my booking?

    This can have two reasons.

    1. The payment confirmation is sent by the payment establishment Ogone which is recognised internationally by various spam servers as 'safe'. The confirmation e-mail or booking, however, is not recognised by all spam servers as 'safe'. This e-mail may have ended up in your 'spam' or 'unwanted e-mails' box. Check this box, or contact the helpdesk to check this and/or to re-send the confirmation e-mail. Do not wait too long before contacting the helpdesk. You should have received the confirmation e-mail within 10 minutes of your order.
    2. The booking time may have expired. A booking can last up to 60 minutes, including payment. If this time is exceeded, the booking may be cancelled, even if you are on the payment page. As a result, a payment may be registered, but the underlying booking may be deleted. If this happens, you will only receive a confirmation e-mail of the payment and not of the booking. In that case, please contact the helpdesk as soon as possible.

    Opening hours see 1.4.

  • 6.3 I opted for e-tickets, but they were not attached to my confirmation e-mail.

    First check whether you actually opted for e-tickets and not accidentally selected dispatch by post. You can work this out from the dispatch costs mentioned on the confirmation e-mail. When this is EUR 0, then you opted for e-tickets.
    In that case, contact the helpdesk, who can send the tickets again. Something may have gone wrong when the e-mail was generated. 

    Opening hours see 1.4

  • 6.4 I opted for dispatch by post, but I have not received my tickets.

    When sending tickets by mail, you need to allow for the period of postal distribution. Allow around five working days for domestic deliveries (Belgium) and some seven days for deliveries abroad (depending on the destination, this may be as long as ten working days).

    If you have not received any tickets after that time, please contact the helpdesk. We will then together weigh up the options so that you receive the tickets in time. 

    Opening hours see 1.4

  • 6.5 Can I change my booking?

    No.

    Changes are not permitted. We urge customers to check whether the booking is correct before proceeding to payment. See also the sales conditions.

  • 6.6 Can I cancel my booking? In which cases can I get tickets refunded?

    No.

    Tickets that have been purchased cannot be cancelled or refunded. We urge customers to check whether the booking is correct before proceeding to payment. See also the sales conditions.

    However, you can post an ad at In&Uit to sell purchased tickets via In&Uit or www.ticketsbrugge.be. In that case, In&Uit is not responsible and does not intervene in the sale.

    Only in cases of death, with valid proof, can a refund be granted. Please contact the helpdesk or send the tickets with the certificate to:
    Brugge Plus vzw
    F.a.o. In&Uit – ticket sales
    Lange vesting 112
    8200 Brugge
    Belgium

    Refunds are no allowed in all other cases! See also the sales conditions.

  • 6.7 Can I exchange my tickets?

    No.

    Exchanging tickets is not permitted.

  • 6.8 Can I change my chosen seat?

    No,

    once all the seats are allocated, changes or switches are impossible. That also applies to seats allocated by the booking module. Upon payment, customers accept the proposed or selected seats. The chosen seats can always be checked in the summary page.

  • 6.9 I have lost my tickets or cannot find them. What can I do now?

    If the tickets were sent as e-tickets, you can re-print your tickets via ‘your account’ and ‘view tickets’. You can also retrieve the confirmation e-mail in your mailbox. E-tickets can always be re-printed, BUT they can only be scanned at the doors once.

    If you want the e-tickets to be re-sent, because you cannot find your e-mail, please contact the helpdesk.

    Mislaid tickets received by post can be re-sent at an administrative charge of EUR 1/ticket.

    You can have the tickets re-printed at In&Uit. Both the re-printing of e-tickets and sending tickets by post will incur an administrative charge of EUR 1/ticket.

    Opening hours see 1.4

  • 6.10 Can tickets be sent a second time?

    Yes,

    they can, see question 'I have lost my tickets or cannot find them. What can I do now?’. Please note that additional fees are charged in certain cases.

  • 6.11 What happens when an event is cancelled or changed?

    In the event of a cancellation or change, you will always be notified through the specified customer data. The message will always explain the procedure to be followed.
    In these cases, it is always possible to have your tickets refunded or, if possible, to swap them for another date of the event.

  • 6.12 I get an error message on the ticket page.

    It is possible that the ticket page causes problems with a certain type of browser. The ticket website is compatible with as many browsers as possible, but sometimes, when older versions are used, or versions of browsers that have just been on the market, the booking module has not been adapted to that version.

    Some PC or browser settings can be the cause of the problems. It is difficult to trace these locally. Please contact the administrator of your computer / IT specialist in this regard.

    If you have problems, however, you can always contact the helpdesk. The helpdesk cannot adjust or change settings that obstruct the online sales locally. It can only check whether there is a problem on the ticket platform at that moment in time.

  • 6.13 Where can I go to lodge a complaint?

    A complaint (preferably written, registered or not) is addressed to
    Brugge Plus vzw
    F.a.o. In&Uit – ticket sales
    Lange Vesting 112
    8200 Brugge
    Belgium

    Clearly describe the complaint and attach evidence, if necessary. All complaints will be treated with the utmost care.