FREQUENTLY ASKED QUESTIONS

Since the start of the pandemic, the Laval Rocket organization and the Place Bell have taken the public health issues surrounding COVID-19 very seriously. The health, safety and well-being of our fans and their families, players and employees of our respective teams dictates our actions and are the focal point of our concerns. Our leaders are in constant communication with the highest health and safety authorities in the province and the country and we make it our priority to remain informed about government recommendations on a daily basis.

 

Q1. What are the refund policies in place for Members in the event of a cancelled game due to Covid-19?

We’re taking all of the necessary precautions to ensure a safe gameday experience, following strict health and safety protocols. Rest assured that if for whatever reason games are unable to be played or we’re required to host at a limited capacity, we will take care of each Member to ensure the full value of the Membership is fulfilled – just as we did for our fans in 2020. Having said that players and hockey operations personnel are not immune to being exposed to COVID-19. In such an event, the American Hockey League could decide to reschedule, postpone, or cancel a game. Ticketholders will be able to attend rescheduled games but could also request a refund if they prefer. Refunds will be provided in the event of a canceled game. If you experience any symptoms associated with COVID-19 or have tested positive with COVID-19 between the day of purchase and no more than 24 hours before the game, you will be able to request a refund. You will need to provide proof of a positive test result if you request a refund on the day of the game.

 

Q2. What are the new measures with regards to cleaning and disinfecting that will be implemented by the organization at Place Bell?

Fans and working staff will have access to additional hand sanitizing stations available throughout the Place Bell. Also, the arena’s cleaning and disinfecting efforts have been enhanced and the frequency of each has been increased. High-touch surfaces seeing heavy amounts of traffic such as concessions, retail shops, restrooms, handrails, counters, etc. are disinfected every hour. Additionally, all areas of the Place Bell, including in-bowl seats, are disinfected overnight to help prevent the spread of infections among guests.

 

Q3. What are the policies concerning wearing a mask and the COVID-19 vaccine?

As of today, no decision has been made in regards to wearing masks or the vaccine. Please note that we are in constant communication with the league and government authorities and we will continue to keep you informed about developments in order to ensure you a safe environment when activities resume on October 15th.

 

MEMBERSHIP: FULL & HALF-SEASON

Q1. How can I access and manage my Membership for the 2021-22 season?

You can access your Membership by connecting to your ACCOUNT MANAGER by clicking HERE. Use the email associated to your Membership to connect.

 

Q2. How can I relocate my seats?

All Members can request a relocation by communicating with their account manager. He or she will be able to share with you the available options based on what you’re looking for.

 

Q3. How can I access my invoice?

Your invoice is accessible in your account manger HERE. If you’re experiencing problems connecting to your account manager, don’t hesitate to call or text your account manager.

 

Q4. Do Members have any advantages in regards to indoor parking at Place Bell?

Yes, full season Members only can purchase a yearly parking pass which guarantees you a parking spot for each Rocket home game at a cost of 608$ taxes included (16$ per game). The lot is situated through the P-Sud door. To confirm your pass, you must contact your account manager. Spaces are limited.

 

Q5. When will I have access to my tickets in my ACCOUNT MANAGER?

All tickets will be made available one month prior to the start of the season. You will receive the procedure on how to access your tickets by email.

 

FULL AND HALF SEASON MEMBER BENEFITS

Q1. What are the benefits included with a Rocket Membership and how do they work ?

Full & Half season members:

Account Manager: Your expert whom represents the Rocket and is available to answer your questions and help with your ticket requests. He or she can be reached by phone, text or email.

Exclusive discounts: With your exclusive Members card (1 per seat), which you will receive just before the start of the season, you have access to a 20% discount at the Place Bell concession stands and a 15% discount at the team store Tricolore Sports. All you need to do to access the discount is show your card at the moment of purchase.

VIP events: As a Member, you will receive various invitations to exclusive events throughout the year. These events can include players and/or coaches as well as fellow Members.

Member’s gift: Each season, you will receive an exclusive Member’s gift (1 per seat).

Members Wall: As a Member, your name will be illustrated at the Place Bell on a wall dedicated to Members.

Playoff tickets’ discount: Following the Rocket’s playoff qualification, you will receive a pre-sale to purchase tickets at Place Bell at a 15% discount for every round.

Ticket exchange program: In the event that you are not able to attend a specific game, you can exchange your tickets for a future game in the same category at no additional cost. You can complete the exchange yourself through your Account Manager. You have access to exchange your tickets up to 48H prior to the game. We cannot guarantee seats in the same section as your Membership seats. IMPORTANT: To complete an exchange, you need to select a game that respects the same day of the week as the game you’re exchanging. Example: If you’re not able to attend a game on a Friday, you can only exchange your tickets for a future game to be held on a Friday.

Additional tickets: Would a guest like to join you for a game? As a member, you can purchase additional tickets at the price of your membership. To purchase tickets, contact your account manager. We cannot guarantee seats in the same section as your Membership seats.

Presale for concerts at Place Bell: As a member, when a show is confirmed at Place Bell, you will receive a presale to purchase tickets before the public. Note that there are no discounts on the purchase of tickets. Promoters reserve the right to refuse a presale.

Full Season Members only:

1st round of the playoffs included: Once the Rocket have qualified for the playoffs, you will automatically receive your tickets for the confirmed home games which you can access from your Account Manager. For all subsequent rounds, as a Member, you will have a 20% discount for tickets and a pre-sale to lock-in your Membership seats.

Suite 18 for 12: As a member, you can benefit from an exclusive Member offer to rent a suite for 18 guests for the price of 12. Food and beverages not included. To reserve, contact your account manager.

Here’s 10 tickets – Invite 10 friends: As a Member, we would like to offer you a chance to invite 10 friends and/or family members for a group outing. The tickets cannot be separated into multiple games. We cannot guarantee seats in the same section as your Membership seats. Contact your account Manager to book your outing. Please provide at least 48H to confirm the tickets.

Loyalty program : Based on your Member loyalty tier and tenure, you’ll receive elevated benefits and experiences. The loyalty tiers are : Rookie (1year) – Pro (2+ years) – All-Star (5 years). For more information, contact your account manager.

VICTORY MINI PLAN

Q1: Following a victory from the Rocket, when will I receive my tickets for the next game?

Your tickets will be transferred to your account manager within 24 hours of the victorious game.

Q2: Where will my seats be located for the next game?

If available, you will have the same seats as your purchased plan. In the event that the seats are not available, you will be assigned seats in the same section or a section of equal value.

Q3: Can I vary my choice of sections while selecting my game?

No, the system will assign you the same seats for every game of your selected plan.

 

PICK-10 / PICK-6

Q1: Must I select all of my games at the moment of my pick-plan purchase?

Yes, at the moment of purchase, you must select the games that you have decided to purchase.

 

HOCKEY IS BACK MINI PLAN

Q1: How will I know if I was amongst the first 100 buyers to receive the bonus offer that included the All-Star Classic?

Following your purchase, a Rocket account manager will contact you within a couple of days. The purpose of the call will be to introduce themselves and validate your All-Star package, as well as answer any other questions you may have.

Q2: Can I exchange dates once the full calendar has been released?

No, the dates included in the min plan hockey is back are fixed. The exchange option is available exclusively for full season & half season members.

 

HOLIDAY PACK

Q1: I am not satisfied with my assigned seats. How can I select different seats then the ones assigned?

The system will automatically assign you the best seats available. If you wish to select specific seats, we invite you to call an account manager by dialing 1-855-595-2200.

 

GENERAL

Q1: Can I exchange dates once my selections have been processed?

No, once you’ve finalized your game selections, we cannot exchange the dates. The exchange option is available exclusively for full season & half season members.

Q2: I would like to try different sections for my plan. Can I differ my choice of category or section while selecting my games?

The system will automatically assign you the best seats available. If you wish to select specific seats, we invite you to call an account manager by dialing 1-855-595-2200.

Q3: How can I access my invoice?

Your invoice is accessible in your account manger HERE. If you’re experiencing problems connecting to your account manager, don’t hesitate to call or text your account manager.

Q4: When will I have access to my tickets in my ACCOUNT MANAGER?

All tickets will be made available one month prior to the start of the season. You will receive the procedure on how to access your tickets by email.

Q5: Can I have printed tickets?

No, your package includes mobile tickets that can be accessed via the Rocket app.

Q6: The system does not allow me to select the seats that I want. How can I select different seats then the ones proposed?

The system will automatically assign you the best seats available. If you wish to select specific seats, we invite you to call an account manager by dialing 1-855-595-2200.

 

ROCKET365

Q1. What is the ROCKET365 program and how does it work?

The ROCKET365 program is payment plan that splits the cost of your Membership into interest-free monthly installments and automatically charges your credit card.

HOW DOES IT WORK?

This plan allows you to pay for the cost of your Tickets for the coming Season by making nine (9) payments as of May 13th. The first installment corresponds to 20% of the total Tickets costs. The following payments, which begin on July 1st, are monthly installments corresponding to 10% of the total Tickets costs, each installment due on the 1st day of each of the eight (8) subsequent months, until the Tickets are fully paid. Notwithstanding the above, full payment for your Tickets is required no later than February 1st of the season for which you have Tickets

 

Q2. Can I enroll to the ROCKET365 program after the 1st installment scheduled for July 1st?

In the event that you acquire a full season or half-season Membership after July 1st and wish to enroll in the ROCKET365 payment plan, you will be required to pay retroactively in full for each month from May until the current month, then will pay monthly your Tickets on the regular payment schedule, until full payment of your Tickets. For example, if you purchase a full season Membership on August 2nd for the coming season and choose the ROCKET365 payment plan, you will need to pay a first amount representing 40% of your total Tickets cost. Subsequent installments must be made under the terms as provided in this paragraph.

 

Q3. How can I cancel my enrollment in the ROCKET365 automatic renewal program?

To cancel the auto-renewal, you need notify your account manager no later than February 25 of the same calendar year. In the event that a cancellation notice is sent to your account manager after March 1 or any other payment date, the amounts charged to date on your credit card will not be refundable.

 

Q4. What payment methods are accepted for the ROCKET365 program?

All payments within the ROCKET365 program are made using a credit card only. No cash or post-dated cheques will be accepted.