TicketsBrugge - EN

Frequently Asked Questions

Check out our Frequently Asked Questions and you may find the answer to your question right here.

About us & contact details

  • 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.

  • 2. Where can I get ticket-related problems solved?

    If you have any problems or questions about your booking, please feel free to contact us using the options below:

    1. Ticket mail: info@ticketsbrugge.be, always available.

    2. Ticket hotline: +32 78 15 20 20, from Monday to Friday 2.00 p.m. to 5.00 p.m., not during weekends, nor on public holidays.

    3. Ticket desk In&Uit: ’t Zand 34, Brugge, from Monday to Saturday from 10.00 a.m. to 1.00 p.m. and from 2.00 p.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. Due to the current Covid-19 measures, opening hours may vary.

    Contact

  • 3. Is there also a physical ticket desk?

    Yes.

    In&Uit also has a physical sales point or ticket desk, located at:

    Ticket desk In&Uit: ’t Zand 34, Brugge, from Monday to Saturday from 10.00 a.m. to 1.00 p.m. and from 2.00 p.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. Due to the current Covid-19 measures, opening hours may vary.

    Contact

  • 4. What are your opening hours?

    1. Ticket mail: info@ticketsbrugge.be, always available

    2. Ticket hotline: +32 78 15 20 20, from Monday to Friday 2.00 p.m. to 5.00 p.m., not during weekends, nor on public holidays

    3. Ticket desk In&Uit: ’t Zand 34, Brugge, from Monday to Saturday from 10.00 a.m. to 1.00 p.m. and from 2.00 p.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. Due to the current Covid-19 measures, opening hours may vary.

    Contact

Tickets

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

    Yes.


    It's possible to buy tickets over the phone at In&Uit, but not for every event.

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

    Ticket hotline: +32 78 15 20 20, from Monday to Friday 2.00 p.m. to 5.00 p.m., not during weekends, nor on public holidays.

  • 2. What is the difference between reserving tickets and booking tickets?

    When you confirm tickets or seats in an event or seating plan on our website, they are reserved for one hour. Only when you have paid for your tickets in full, they are booked. It is not possible to reserve tickets online and pay for them later.

  • 3. How do I book tickets online?

    You can look up an event using various search options (e.g. in the 'Find an event' search field on our home page). Then you go through the steps of the booking.

    You can book several events within the same booking by adding them to the shopping basket. Then click on 'continue with order' until you have booked all tickets.

    ALWAYS check the overview page before making the payment. This way, you can make sure that you have reserved the correct tickets.

    We ask for your unique email address to book tickets. When booking for the first time, you may be asked for additional information. You can also create your own account. For postal delivery, we do ask for your address of course.

    When you click on 'pay', you agree with our privacy statement and terms and conditions of sale. Payment is done via the payment provider Mollie. Only after an approved payment, the tickets are effectively booked.

    You will then receive 2 mails from us. An email with your confirmation of payment (by Mollie) and an email with a confirmation of the tickets. The latter contains a link to download your tickets or to load them into Wallet. If you choose to send the tickets by postal delivery, they will be sent to the specified postal address on the following day.

  • 4. Can I make a reservation for tickets online and pay later?

    No.

    This is not possible. When booking tickets online you must pay immediately.

  • 5. I want to book a fixed subscription online. Is this possible?

    Yes.

    If you want to book a specific or 'fixed' subscription, you can do so by clicking on the 'Subscriptions' button. This will give you an overview of all fixed subscriptions on offer. Always check the overview page before paying. That way you can check whether the correct discount has been applied.

  • 6. I want to book a costume made subscription online. Is this possible?

    Yes.

    You can obtain a custom made subscription when you book a predetermined quota of events within the seasonal programme of a certain cultural house. To find out if a cultural house offers these kinds of subscriptions you can consult its website or contact the ticket mail or ticket hotline of In&Uit.

    To obtain a custom made subscription, you have to reserve seats for an event of this cultural house. Choose the number of seats you want and add them to the shopping basket by clicking 'buy tickets'. You will then arrive at the overview page. Click on 'add more tickets' to add more events of the same cultural house. Once a certain quota of events has been reserved, the website will automatically apply the correct subscription discount. You can check this in your shopping basket.

  • 7. How much time will I have to complete my booking?

    A booking can take maximum 60 minutes, including payment. If you exceed this time, the reservation will be deleted. This is also possible when you are already on the payment page. Consequently, it is possible that the payment has been registered, but the underlying reservation has been 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 ticket mail or ticket hotline of In&Uit as quickly as possible. So, do keep an eye on the time when booking, this is always indicated on the website.

    Always make sure you have your debit or credit card and/or card reader at hand. This way you avoid wasting time during payment. So keep an eye on the time when booking, this is always indicated on the website.

    Please note: Close your web browser (Microsoft Edge, Firefox, Google Chrome, etc.) only after you have been redirected to our ticket website after payment. If you close your browser earlier, it is possible that your payment will not be registered by our ticket website and your reservation will be deleted. If this happens, you will only receive a confirmation email of the payment and not of the booking. In that case, please contact the ticket mail or ticket hotline of In&Uit as quickly as possible.

    Contact

  • 8. Can I book several tickets at once?

    Yes.

    You can add more tickets by using the 'add more tickets' button during the booking process. You can book tickets for numbered and unnumbered venues as long as there are free seats with a limit of 10 tickets per performance.

    Please note: the limit on the number of tickets, that can be booked for an event, may be lower if the event organiser so requests.

  • 9. Can I book for several events at once?

    Yes.

    Reserve seats for an event, choose the number of seats you want and add them to the shopping basket by clicking on 'buy tickets'. You will then arrive at the overview page. Then click on 'continue shopping' to add more events or click on 'add more tickets'. This way you avoid extra shipping costs when you choose to send the order by postal delivery.

  • 10. Do I have a discount entitlement? Is it valid and can I use them online?

    Discounts are possible when available. This depends on the event organiser. Some organisers allow discounts for young people, senior citizens, etc. on the online page, others do not. Special discount cards that may provide discounts are very often not accepted online because they are difficult to verify.

    If you want to be sure of a possible discount, it is best to consult the event organisation’s website before booking. After having paid, no differences can be refunded.

  • 11. Can I book wheelchair seats online?

    No.

    You should book these via the event organiser, at the ticket desk of In&Uit or via the ticket hotline. These places are reserved and will not be shown online.

    Contact

  • 12. Can I use an In&Uit gift voucher online?

    For some events the voucher can be used online, for others not. This depends on internal agreements with the organisers.

    Since 1 March 2022, In&Uit has switched to a new ticket system. It is possible that your voucher can no longer be used online. In that case, tickets can only be bought at the In&Uit ticket desk or ticket hotline. Feel free to contact our customer service.

    Contact

  • 13. How long is a gift certificate valid and can I extend it?

    An In&Uit gift voucher is valid for 1 year from the date of purchase.

    The validity date is always printed on the voucher. Once this date has passed, the voucher can no longer be used.

  • 14. What costs are charged?

    The ticket price always includes all costs, except the shipping costs if you choose to send the tickets by postal delivery. The cost of postal delivery is 2.5 euros for domestic delivery, 4.5 euros for international delivery and 9 euros for registered delivery.

    In&Uit uses a stepped system according to the ticket price. The ticket fee is determined as follows (excl. 21% VAT):

    • Ticket price 0 euro - 5 euro = 0.5 euro
    • Ticket price 5.01 euro - 15 euro = 1 euro
    • Ticket price 15.01 euro - 30 euro = 1.5 euro
    • Ticket price 30.01 euro - 45.00 euro = 2 euro
    • Ticket price 45.01 euros and over = 2.5 euros

    The reservation fee is always included in the ticket price if applicable.

  • 15. What are numbered and unnumbered seats?

    Numbered seats are fixed seats. The advantage of this formula is that you are always sure of your place at the venue. When booking, you choose your own seat on the seating plan. Please note that the system is always looking to fill the room optimally.

    Unnumbered seats are free to choose at the venue. This means that an exact seat is not guaranteed. When booking, you can only enter the number of seats. Make sure you arrive in good time to choose your preferred seat.

  • 16. Can I choose my own seat?

    For events with numbered seats, you will be shown the seating plan where you can choose your own seat. Please note that the system is always looking to fill the room optimally.

    Sometimes the 'best available seat' system is used. The ticket system then assigns the numbered seat. You cannot change this. You can see which seats are assigned to you in the booking overview.

    For events with unnumbered seats, you cannot choose your own seats.

  • 17. Can I still buy tickets at the box office of an event on the day itself?

    This depends on whether the event is sold out or not and whether the event organiser has an event box office. Please check the website of the organiser or contact the ticket mail or ticket hotline of In&Uit.

    Contact

  • 18. Can I be put on a waiting list if the show is sold out?

    Waiting lists are only set up if the show is almost or completely sold out and if the event organiser has chosen this option. If a waiting list is available, this will be visible at the event page on our website.

  • 19. The performance is sold out? Can tickets still be bought?

    Yes.

    This is possible, but cannot be guaranteed. It may be possible for unpaid reservations to be released, as a result of which seats become available again. It is also possible that In&Uit does not have all tickets in stock. In that case it is possible that other sales channels still have tickets available. The event organiser decides how many tickets each channel can sell. It is best to consult the organiser's website to find out all sales channels.

    It is also possible that ticket holders cancel for certain reasons and put their tickets up for sale again in the ticket auction section of our website. You can consult these ads here. In this case In&Uit is not responsible and does not intervene in the sale.

Payment options

  • 1. What are the online payment options?

    Mollie, our payment provider, offers the following payment options: Visa, Mastercard, Maestro, Bankcard, iDeal.

  • 2. Which authority controls the payments?

    Mollie is the organisation that checks all payments. In&Uit is not authorised to check payments. In&Uit is therefore not able to solve any problems with the payment, this is done by the payment institution.

  • 3. I have no debit card or credit card. How can I buy tickets?

    If you do not have a suitable means of payment that is accepted online, you can buy tickets at our ticket desk or over the ticket hotline. By phone, a payment request will be sent by mail from the ticket system.

    Contact

  • 4. Are there any costs associated with certain payment options? 

    No.

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

  • 5 Can I reserve tickets online and pay later?

    No.

    This is not possible. When booking tickets online you must pay immediately.

Shipping options

  • 1. How will I receive my tickets? What shipping options do I have?

    You can choose to send it by e-ticket, Wallet or by post.

    An e-ticket is not available in certain cases: at locations where scanning is impossible due to the lack of Wi-Fi or a scanning device. This is often the case with performances in open air or in churches. In such cases, only postal delivery is possible.

  • 2. What is an e-ticket or ticket via Wallet? How do I receive and use them?

    An e-ticket is a ticket that is sent to you by e-mail. In the confirmation e-mail you'll receive will include a button to download your tickets. You will need PDF reader software to view and print these. You can download such software for free. There is various free PDF software on the market. E-tickets should be printed at home and taken to the performance or presented on your smartphone. These will then be scanned for verification.

    When you choose Wallet, your ticket is uploaded into your Wallet-app. You show this at the admission desk at the event.

    An e-ticket or Wallet ticket can only be scanned once because of its unique QR code. There is no point in presenting an e-ticket or Wallet ticket twice or more at the admission desk. Malpractices will be prosecuted.

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

    Yes.

    In case of loss or problems, you can always print your e-tickets again. However, e-tickets can only be used once at the entrance. The scanner registers the unique bar- or QR-code on the ticket. When the same code is presented again, the scanner will give an error message and the ticket will not be accepted.

    If you created an account on the website, you can also consult and download the tickets purchased using your email address.

    Malpractices will be prosecuted.

  • 4. I cannot select e-tickets as a shipping method. Only by post. Is this normal?

    Yes.

    This is possible. At certain outdoor events or locations where there is no internet access or scanning facilities, e-tickets are not always possible. In that case, only postal delivery is possible.

  • 5. When will I receive my tickets by post?

    Postal dispatch is always carried out as quickly as possible. There is no postal service on weekends and public holidays. Please count on 5 working days for domestic shipments and about 7 working days for international shipments (depending on the destination this can exceptionally be up to 10 working days). If you have not received tickets after this period, please contact the ticket hotline or ticket mail of In&Uit.

    Contact

  • 6. Until what time can I choose the postal delivery method?

    Postal delivery is possible up to 7 days before the date of the event. The time taken to process the order and postal delivery must be taken into account. The tickets must arrive on time.

  • 7. Can I collect my tickets (postal delivery or e-ticket) at In&Uit?

    You choose the option 'e-ticket' or 'postal delivery', but still want to pick up a printed ticket at the ticket desk of In&Uit? This is possible, but an administrative fee of one euro per ticket may be charged.

    Ticket desk In&Uit: 't Zand 34, Bruges, Monday to Saturday from 10.00 a.m. to 1.00 p.m. and 2.00 p.m. to 5.00 p.m. and on Sunday from 10.00 a.m. to 2.00 p.m. Closed on Christmas Day and New Year's Day. Due to the current Covid-19 measures opening hours may vary.

  • 8. Can I have my tickets sent to another mail or postal address? 

    No.

    The tickets are always mailed or sent by post to the address you provided when booking.

  • 9. What are the postal delivery charges?

    We use the following costs for shipping:

    • Domestic Belgium: 2,5 euro
    • Outside Belgium: 4,5 euro
    • Registered: 9 euro

    A registered shipment is obligatory when exceeding a total amount of 300 euros.

Customer registration

  • 1. Do I have to register when purchasing tickets?

    An e-mail address is sufficient. When making your first booking, you may be asked for more information. We do not work with passwords to purchase tickets. Your e-mail address is unique and sufficient to make a booking. However, a password might be usefull in the futur if you want to view your order or print your tickets again.

    If you choose to send your order by post, we will need your address.

    You can also create an account on the website using this button, at the top right:

    My Account
  • 2. Why can I create an account on the website?

    You can create an account on our website to view the tickets you have purchased using your email address. This can be useful to view your bookings and if necessary print your tickets again. You can also change your address here.

  • 3. Why do I have to create a password for my account?

    For reasons of privacy this is necessary, otherwise anyone who knows your e-mail address can just consult and use your tickets and that cannot be the intention.

  • 4. My password to 'my account' does not work.

    Since 1st March 2022, In&Uit works with a new ticket website. Your 'old' password from before 1st March 2022 will no longer work. You have to create a new account with your email address.


    Did you create an account on the website after 1st of March 2022, but you forgot your password, then click 'forgot password' to reset it.

  • 5. How do I complete or update my account data, e.g. when moving ... ?

    At the top of our website, on the right, you have an icon. At personal data, you can complete or modify your data:

    My account
  • 6. What happens to my data?

    In&Uit will use your details solely for statistical purposes and/or to notify you if an event is cancelled or changed. The organiser of the event you have booked tickets for may also use your details for marketing purposes.

    Privacy Statement & Terms of Sale

Problems?

  • 1. Why did I not receive a confirmation of my payment or booking?

    This may have two causes:

    1. It is possible that not all the steps during the booking process were completed correctly and that the payment was not registered. In that case, the reservation is deleted and no booking took place.
    2. It is possible that the e-mail address provided is incorrect. You can always check this via 'your account'. If it is indeed incorrect, please contact the ticket mail or ticket hotline of In&Uit, which can send the confirmation or payment mail again. Always check the entered customer data carefully to avoid this.

    Contact

  • 2. Why did I receive a confirmation e-mail from Mollie (payment), but not of my booking?

    This may have 3 causes:

    1. The payment confirmation is sent by the payment institution Mollie which is internationally recognised as 'secure' by various spam servers. The confirmation e-mail of the booking, however, is not recognised as 'secure' by all spam servers. It is possible that this e-mail ended up in your 'spam'. Please check this, or contact the ticket mail or ticket hotline of In&Uit to verify this and/or resend the confirmation mail. Do not wait too long before contacting In&Uit. You should receive the confirmation e-mail within 10 minutes of placing your order.
    2. The booking time may have been exceeded. A booking can take maximum 60 minutes, including payment. If you exceed this time, the reservation will be deleted. This is also possible when you are already on the payment page. Consequently, it is possible that the payment has been registered, but the underlying reservation has been 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 ticket mail or ticket hotline of In&Uit as quickly as possible. So, do keep an eye on the time when booking, this is always indicated on the website.
    3. It’s possible you might have closed your web browser (Microsoft Edge, Firefox, Google Chrome, etc.) to soon. Close your browser only after you have been redirected to our ticket website from the Mollie payment website. If you close your browser earlier, it is possible that your payment will not be registered by our ticket website and your reservation will be deleted. If this happens, you will only receive a confirmation email of the payment and not of the booking. In that case, please contact the ticket mail or ticket hotline of In&Uit as quickly as possible.

    Contact

  • 3. I chose e-ticket, but there was no download link in the mail.

    Please check that you did not choose to send your tickets by postal delivery. In this case the link to download your tickets (or via Wallet) does not appear.

    In case of problems, please contact our customer service.

    Contact

  • 4. I chose to send the tickets by post, but I did not receive them.

    At the very top of our website, on the right, you have an icon. At personal data you can add to or change your data. Please check here whether you have entered your address correctly.

    My Account

    In addition, when sending tickets by post, you need to take into account the time it takes for them to be delivered by post. Please count on an average of 5 working days for domestic shipments (Belgium) and about 7 working days for international shipments (depending on the destination this can exceptionally be up to 10 working days).

    If you have not received your tickets within this time period, you can always contact the ticket mail or ticket hotline of In&Uit. We will then look at the possibilities of obtaining your tickets.

    Contact

  • 5. Can I still change my booking?

    This is only possible within a 24-hour time span. For this, an administrative fee of 1 euro per ticket will be charged. After that, changes are not allowed. We urge you to check that the reservation is correct before proceeding with payment. Also see our terms and conditions.

    Privacy Statement & Terms of Sale

  • 6. Can I still cancel my booking? In which cases can I have my tickets refunded?

    This is only possible within a 24-hour time span. For this, an administrative fee of 1 euro per ticket will be charged. After that time, tickets bought cannot be cancelled or refunded. We urge you to check whether the reservation is correct before proceeding with payment. Also see our terms and conditions.

    You can place an ad to sell tickets purchased via In&Uit in our ticket office to other interested parties. You can sell them on TicketSwap as well via our website. In these cases In&Uit is not responsible and does not intervene in the sale.

    Furthermore, tickets will only be refunded under the following conditions:

    • A death in the first degree;
    • Hospital admission, with valid proof;
    • Cancellation of the event by the organiser.

    In this case, it is best to contact the ticket mail or ticket line of In&Uit. You can also send the tickets together with a proof to:

    Brugge Plus vzw t.a.v. In&Uit ticket sales
    't Zand 34
    8000 Bruges
    Belgium

    In all other cases reimbursement is not allowed!* Also see our terms and conditions.

    *Please note that different rules may apply to refunds for the rescheduling and cancellation of events due to the corona pandemic. You can check them here on the website of the Belgian Federal Public Service Economy.

    Contact

    Privacy Statement & Terms of Sale

  • 7. Can I swap my tickets?

    No.

    Exchanging tickets is not allowed. However, you can place an ad via our website on TicketSwap and/or at In&Uit itself. In this case In&Uit is not responsible and does not intervene in the sale.

    Sell your ticket via TicketSwap

  • 8. Can I still change my chosen places?

    No.

    Once seats have been booked, they cannot be changed or moved. Nor if the seats were selected by the booking module. When paying, you accept the proposed or selected places. You can always check the selected places on the overview page.

  • 9. I have lost my tickets or cannot find them. What can I do now? Can tickets be sent or shipped twice?

    If the tickets were sent as e-tickets you can also view and print your tickets via 'your account' on the website. You must first create an account with the same email address that you used to buy your tickets.

    You can also look up the confirmation e-mail in your mailbox. E-tickets can be reprinted at any time, BUT they can only be scanned once at the entry desk. Malpractices will be prosecuted.

    If you would like to have your e-tickets re-sent to you because you cannot find the e-mail, please contact the ticket mail or ticket hotline of In&Uit.

    Lost tickets that you have received by post or mail which you cannot find, can be resent. For this, an administrative fee of 1 euro per ticket will be charged.

    You can have your tickets reprinted at the ticket desk of In&Uit. For the reprinting of e-tickets as well as tickets sent by post, an administrative fee of 1 euro per ticket can be charged.

    Contact

  • 10. What happens when an event is cancelled or changed?

    When an event is cancelled or changed, you are always informed via the customer details provided. This message will always explain the necessary procedure to follow.

  • 11. I receive an error message on the ticket page.

    It is possible that the ticket page may have problems with a certain type of web browser (Microsoft Edge, Google Chrome, Firefox, etc.). The ticket website is compatible with as many browsers as possible. However, sometimes old versions are used, or versions of browsers that have only just come onto the market. It is possible that the booking module has not yet been adapted to this version.

    Certain settings of your PC or browser may cause problems. It is difficult to determine these locally. Please contact your computer administrator / IT specialist.

    However, if you are having problems with the website, you can contact the ticket mail or ticket hotline of In&Uit. In&Uit cannot adjust or change any settings that might hinder online sales locally. In&Uit can only check if there is a problem on the ticket platform.

    Contact

  • 12. Where can I file a complaint?

    A complaint is preferably addressed in writing (by registered mail or otherwise) to

    Brugge Plus vzw attn In&Uit - ticket sales
    't Zand 34
    8000 Brugge
    Belgium

    By mail is also possible, via our ticket mail: info@ticketsbrugge.be. Always available.

    Please describe the complaint clearly, including evidence if necessary. All complaints will be handled with the utmost care.

    Contact

  • 13. I bought tickets via a reseller website, what now?

    You have probably noticed that tickets for performances in Flemish cultural/community centres are sold on at exorbitant prices on foreign websites and forums. Unfortunately there is nothing we can do about this, but it is important to report it.

    Therefore, always buy your tickets through the website of the event organiser or ticketsbrugge.be.

    What can you do if you have been victims of these practices?

    1. Report it on the website of the Belgian Federal Public Service Economy: https://meldpunt.belgie.be/meldpunt/en/welcome
      Choose 'Tickets for events' in the section 'Travel & leisure (events, sport, catering)'.
    2. Also report it to the customer service of the reselling website itself.
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