FREQUENTLY ASKED QUESTIONS

Below you will find answers to certain frequently asked questions asked after the American Hockey League’s decision to put an end to the 2019-2020 season and to the Calder Cup playoffs.

 

Q1. What are the rules for reimbursement for season ticket holders for the games that are cancelled due to COVID-19?

All original ticket holders have the option of receiving a full refund at the purchase price of their tickets. For clarification purposes, this measure applies to ticket holders of games originally scheduled for March 13, 14, 25 and 27, as well as April 3, 4, 8, 10. Refunds made by credit card or check, depending on the payment method used when purchasing tickets. Given the large volume of transactions, please allow 30 days for reimbursement by credit card and 30 to 45 days by check.

Full season, half-season, mini-plan ticket holders and group leaders also have the option of applying the returned amount as a deposit on the renewal of a 2020-21 season package, or keep it in credit in their customer file for a subsequent purchase of Laval Rocket tickets. All information regarding refund and credit policies for games cancelled due to COVID-19 is communicated to cardholders by email.

Given the large volume of customers, communications are sent in waves to different groups depending on the type of package that they have purchased. These waves of emails respect the following schedule. Please refer to it before contacting an account manager. If you have not received an email during the periods determined above and are a ticket holder, please contact customer service at 1-855-595-2200 or at info@rocketlaval.com .

 

Q2. I bought tickets and transferred them to a friend. Will they receive the refund in my place?

No. All refunds will be issued to the account of the original purchaser of the tickets.

 

Q3. I purchased tickets from the Ticketmaster website or mobile app for a game cancelled due to COVID-19. How can I receive a refund?

Any purchase of tickets for one of the games cancelled due to COVID-19 will be refunded. Ticketmaster will contact you to inform you of the terms and deadlines for obtaining a refund. For questions or additional information, please contact Ticketmaster Customer Service by calling toll-free at 1-855-634-4474.

 

Q4. I purchased tickets for a game that was cancelled in person at the Place Bell box office. How can I receive a refund?

You can get a refund by going to the Place Bell box office in person. If you are unable to get to Place Bell, please write to info@rocketlaval.com .

 

Q5. I bought tickets on a resale site. How can I receive a refund?

All holders of tickets purchased on a resale site (ex: Billets.ca, Vivid Seats, StubHub, etc.) must contact the customer service of the site in question and submit to their respective refund policy.

 

Q6. I received vouchers/tickets through a contest, a promotional offer, a sponsor, or a community program. What will happen to my cancelled game tickets?

Unfortunately, vouchers/tickets become invalid and cannot be cashed in any way. As the COVID-19 pandemic is an unprecedented situation, there is no measure to compensate for the loss of these tickets, coupon or promotional offer.

 

Q7. Is the 2020-2021 season cancelled too?

No. The announcement of the season’s cancellation only affects the 2019-20 campaign and the playoffs. Fans are expected as scheduled at Place Bell for the 2020-2021 season. The American Hockey League All-Star Classic is also on the calendar for January 31 and February 1, 2021, as previously announced.

 

Q8. I renewed my package for the 2020-2021 season and signed up for a payment plan. When will the next installments be taken?

In order to maintain the continuity of the payment plan structures desired by ticket holders, all payments for the 2020-2021 season will be processed on the date initially agreed upon renewal. This measure also applies to members of the ROCKET365 program whose payments are scheduled on the 1st day of each month. The ROCKET365 program, a new monthly interest—free payment plan, is an attractive solution for season and half-season ticket holders wishing to split the cost of their package into several installments. Any holder who has renewed their subscription can modify their payment plan at any time and join the ROCKET365 program by contacting their account manager.

 

Q9. I would like to communicate with my Laval Rocket account manager. Are they available despite the season cancellation and containment measures?

All members of the Laval Rocket administrative team are working remotely to prepare for the 2020-2021 season. You can communicate with your account manager by email or by phone by dialing their direct line or by calling the main Place Bell number at 1-855-595-2200. Under the current circumstances, please note that we have adjusted our opening hours to be available Monday to Thursday from 9 a.m. to 5 p.m.

 

Q10. I would like to purchase a ticket package for the 2020-2021 season. Is it possible?

Absolutely! You can now book your season tickets and reserve your place for the All-Star Classic. Choose your seats directly online in the Account Manager or by contacting a sales representative.

 

Q11. What is the best way to stay informed and receive updates about the Laval Rocket and the resumption of normal activities for the next season ?

We invite all fans to follow the Rocket’s Facebook and Instagram pages, as well as subscribe to the Rocket’s newsletter in order to receive the latest news and take advantage of the best promotions for the 2020-2021 season.

 

Q12. What measures have been taken at Place Bell to comply with hygiene measures for the next season ?

Group CH takes the risks caused by the COVID-19 crises very seriously. Our operations team is assessing all possible scenarios to limit the risk or spreading the virus to spectators, players, employees and partners. The specific measures that will be taken to make Place Bell a safe and welcoming place for fans will be communicated in due time.

 

Q13. What is COSMO doing during the pandemic?

COSMO is patiently awaiting the return of normal activities in his quarters at Place Bell. In the abundance of his spare time, he is currently working on his dance moves, stuffing himself with Lafleur hot dogs, watching the Rocket’s game replays on the team’s Facebook page and videoconferencing with his cousin, Youppi! COSMO misses Rocket fans; when you see him at Place Bell at the start of the 2020-2021 season, don’t miss the chance to give him a big hug!

 

Q14. When will the annual Draft Party event for season and half-season ticket holders take place?

Due to confinement and social distancing measures currently imposed by the government, the event will unfortunately not take place this year. We also encourage fans to follow the Rocket’s Facebook and Instagram pages as we cover the 2020 NHL Entry Draft and witness the live selection of the Montreal Canadiens’ next prospects who will possibly play in Laval in a Rocket uniform.