You’ve read the entire website and you’re still curious, ‘How do I get to the Aurora Winter Festival?’. Or maybe you’re wondering ‘What does my ticket include?’. Or perhaps you just want to get involved in the event! Keep reading for our detailed FAQ below.

Still can’t find the answer to your question? Click the blue help button or email vancouver@aurorawinterfestival.com

FAQ

What is the Aurora Winter Festival?

The Aurora Winter Festival inspires the festive spirit through magical winter experiences. Escape into a hidden village by the North Pole filled with beautiful Christmas light displays and magical characters. Enjoy the market huts, food gardens, amusement rides, live entertainment, and plenty of other joyful activities. From visiting Santa’s Workshop to lacing up your skates on the Frozen River, there is something for every age at the Aurora Winter Festival.

When is the Aurora Winter Festival?

The Aurora Winter Festival runs from November 23rd – December 30th. There are some days we are not open. Please visit our Tickets page for all the information.

Where is the Aurora Winter Festival located?

The Aurora Winter Festival is located in downtown Vancouver’s Concord Pacific Place with entry located at the corner of Pacific Avenue and Pat Quinn Way. Find detailed directions to the event here

Do you sell tickets at the box office?

There may be a small allotment of tickets available at the gate each day, but to guarantee your ticket please look for the next available ticket online here.

Please note: Tickets are slightly more expensive at the gate. We always recommend purchasing online ahead of time.

What kind of payment methods does your box office accept?

Our box office accepts Visa, Mastercard or Cash.

What are your hours of operation?

The Aurora Winter Festival is open from 4 pm to 10 pm. During the course of the festival there are some days we are not open, and will remain closed on those days. For more information, visit our Tickets page here.

What happens if the weather is really bad? Does the festival still occur?

The Aurora Winter Festival is a rain, shine, or snow event! We recommend all those attending dress for the elements! The waterfront in Vancouver is known for being chilly, so wear your extra cozy pair of socks or gloves to keep warm.

In the event of inclement weather (ie high winds, lightning storm etc) the festival site may close. Keeping our guests safe is our number one concern. This will be done at the discretion of the festival and will be announced to festival attendees via social media, email, app notification and/or PA system on site.

In the event the festival does have to close, festival organizers will inform guests on next steps regarding purchased tickets.

When do tickets go on sale?

Tickets go on sale Friday, October 5th at 10 AM PST.

How much do tickets cost for the Aurora Winter Festival?

Tickets begin at $14.99 for Children and Seniors and go up to $19.99 for General Admission. Or come with a family of 5 for $59.99. Please note that prices listed are for online sales and do not include service charges and fees.

All amusement rides and skate rentals cost extra. Visit our Tickets page for more information, or visit our Rides and Attractions page for attraction costs.

What does my ticket include?

All Aurora Winter Festival tickets include access to the entire festival site including the Mystical Worlds, Santa’s Workshop, The Ice River (must bring skates, or rent ours!), access to Main Street Market Vendors and Food Trucks and the heated Entertainment Tent.

What is not included in my ticket?

Additional costs include any food or drink, market vendor merchandise, Tube Park rides, Amusement Park rides and Skate rentals. All of these can be purchased on site at the Aurora Winter Festival.

How much do your rides and attractions cost?

Tube Park & Amusement Rides: 1 ride ($4), 3 rides ($10), 8 rides ($20)

Skate Rentals: $7 per Skate Rental & Optional $2 Damage Protection

What is your Tube Park ride policy?

The Tube Park is a large amusement ride, and individuals ride at their own risk. All riders will be required to sign a waiver before riding, and must be at least 6 years of age. For those under 18 and attending without a guardian, you may bring a pre-signed waiver which can be found here.
The Aurora Winter Festival reserves the right to change the limits and restrictions on the Tube Park ride at any time.

What are Free Tube Ride nights?

Certain days of the week we open up our Tube Park for FREE. Find a list of all the days here.

Where can I purchase tickets for the Aurora Winter Festival?

All admission tickets for the Aurora Winter Festival can be purchased online here.

Do I have to print out my eTicket or can I use the copy from my mobile phone?

You do not need to print out your eTicket, you can simply use a copy from your mobile phone. However, we do suggest always having a hard copy printed in the unlikely event that technical issues occur.

Tickets are no longer available for the date I want to attend!

We’re sorry to hear you missed out on your preferred timing! To ensure all our visitors have enough time and space to enjoy the Aurora Winter Festival, we have to limit the number of tickets we sell for each day and each time slot. All tickets are sold on a first-come-first-served basis. Stay tuned to our social media for special releases as there may be some extra space on certain days! Follow us here to stay in the know. 

Why do I have to specify a time when I buy tickets?

To ensure all of our visitors have enough time and space to enjoy the Aurora Winter Festival, we have to spread out the tickets to stagger the crowds. If you happen to arrive outside of your stated arrival time, we cannot guarantee entry and priority will be given to those within that time slot

What if I arrive earlier than my ticket time?

Our goal is to make sure everyone has an opportunity to enjoy the festival at a leisurely pace and avoid overcrowding. Therefore, we will give priority to those customers whose arrival times match their time slots if we are dealing with capacity issues.

Why do you charge a processing fee for tickets?

As with most events, there is a small fee for all the products and services associated with creating and executing a ticketing system. We work hard to keep these charges to a minimum, while still providing a convenient purchasing system for our visitors.

How do I apply for a job with the Aurora Winter Festival?

Just like Santa with his Elves, the Aurora Winter Festival needs your help in making this holiday season as spectacular and magical as ever. Visit our Get Involved page here to contact one of our team members about contributing to this season’s Aurora Winter Festival.

Help! I never received my tickets

We apologize for the inconvenience!  

You can print or download your Print@home/E-Tickets and Receipt by following these steps:

  • Click HERE or go to https://www.ticketzone.com/customer/order
  • Log in to your account
  • Locate the order in the My Orders section
  • Click the VIEW button the right-hand side
  • Click the Download Tickets or Download Receipt button at the top of the page
  • Locate the downloaded tickets on your computer
  • Print your tickets, or
  • Save the PDF files on your mobile device and show the barcode to gain entry into the event

If you purchased your tickets as a Guest and didn’t sign up for a ticketZone account:

  • Sign up for a new account using the same email address you used to place the order
  • Check your email and verify your account
  • Follow the steps above

Help! I am having difficulty making a purchase

We apologize you are having issues while trying to make your purchase. Please take a look at these most commonly reported issues:

Your Web Browser:

This is the most common issue, simply updating your browser, trying a different browser, or clearing your internet history, cache and/or cookies can easily fix issues.

Click here to read how to fix your browser

Credit Card/Debit Card Being Declined:

Click here to read more about credit/debit card issues

Whoops, Something Went Wrong & Other Error Messages:

Click here to read more about these issues

Buttons Not Responding:

Click here to see how to fix this issue

What is your refund policy?

All sales for the Aurora Winter Festival are final, with no refunds being offered. Unforeseen circumstances beyond the festival’s control will not be grounds for a refund, including but not limited to the following: local or national weather conditions and natural disasters, waiting in lines, family and medical emergencies.

The Aurora Winter Festival event staff and security have the right to refuse entry to any ticket holder, without a refund, for any reason at their discretion, including but not limited to: disorderly behaviour, intoxication, venue capacity, breach of security restrictions. The ticket holder is aware that the Attractions and Talent are subject to change.

Service fees are not refundable under any circumstance.

What time do performances begin?

Performances at the Aurora Winter Festival run all day each and every event day. Download our app on iTunes here and Android here for the schedule! 

What food will be available?

The Aurora Winter Festival is proud to play host to a number of Food Trucks and Market Vendors on site. Find the perfect Christmas gift for a loved one, or sip on some delicious mulled wine or hot chocolate. Visit our Explore the Village page here to discover them all.

Can I bring my own food and drink?

Unfortunately the Aurora Winter Festival does not allow outside meals or drinks into the venue. We will have a wonderful selection of food and drink on site at the festival for purchase. Explore all of the options here.

Is the Aurora Winter Festival an indoor or outdoor event?

The Aurora Winter Festival is predominately an outdoor event and is rain-or-shine. In the event that it is raining or snowing, we recommend all attendees wear suitable outerwear and shoewear to keep warm and dry. Although a predominantly outdoor event, we do have a heated entertainment tent where guests can enjoy some mulled wine or hot chocolate while enjoying some joyous performances by our merrymakers

Do you offer Group Pricing?

Yes we do offer Group Pricing. For groups ranging from 30 to 168, there are plenty of choices for parties of all sizes at the festival. Explore all of our Corporate and Private Party options here.

How do I contact someone at the Aurora Winter Festival?

For ticketing and customer support: Click the blue help button or email us at vancouver@aurorawinterfestival.com

To get involved: Visit our Get Involved page here for a more specific set of team members.

Will there be cash machines available on-site?

Yes there will be ATM’s available on-site.

Are pets allowed?

As much as we love our furry friends, we do not allow pets other than service animals in the Aurora Winter Festival grounds. 

(PS. Yin the Yeti doesn’t count)

How should I dress for the Aurora Winter Festival?

Vancouver is unpredictable, so we suggest dressing for the elements. As it is very likely that it will be cold (or wet) during our event days, we recommend wearing layers and suitable shoe wear so you’re worrying less about your cold feet, and more about what time you might get to see Santa tell his stories!

Is Aurora wheelchair & stroller accessible?

Yes, the Aurora Winter Festival is wheelchair and stroller accessible.

Free entry for support persons accompanying their person with disability.

We want to make sure all support persons get free access. Please note – you will be required to show proper identification identifying yourself as a support person as you accompany your person with disability. ID such as an Access2 card are valid. More information can be found here.

One free support person ticket per person with disability.

Is there parking available?

Although there is no parking on site, there are many parking options near the Aurora Winter Festival. If you plan on driving to the event, we recommend the following parking lots: the EasyPark parkade at 180 Keefer St, the Costco parking lot at 605 Expo Blvd, or the International Village parkade at 88 W Pender St. Please note that the World Juniors Competition will be occurring during some of our festival days, so is likely to cause more congestion. If you are planning to consume alcoholic beverages, we recommend finding other means of transportation or planning a safe ride home. For other transportation options, please visit our Event Information page here.

What can't I bring into the festival?

Entry may be refused if any of the following prohibited items are in your possession: illegal drugs, weapons, firearms, knives/dangerous items, glass (including bottles), alcohol, outside food or beverages unauthorized vending flyers, giveaways, promotional items, pets or other animals (excluding service animals), drones, professional recording equipment.

I want to propose to my girlfriend/partner/boyfriend, do you have any special areas for that?

Please reach out to us directly and we’ll see if we can make your dream a reality!