Please note information on FAQs is subject to change. 

 Using this site – ADA Accessibility 

If you use assistive technology (such as a Braille reader, a screen reader, or TTY) and the format of any material on this Web site interferes with your ability to access information, please contact us at accessibility@cidentertainment.com. To enable us to respond in a manner most helpful to you, please indicate the nature of your accessibility problem, the preferred format in which to receive the material, the Web address of the requested material, and your contact information. 

Q: How should I place my order? Can I purchase over the phone? 

A: Unfortunately, we are unable to process any orders over the phone and therefore all packages must be purchased online. However, we’re happy to help walk you through the purchasing process if you’d like to reach out! 

Q: Can I acquire Accessible Seating as part of a VIP program? 

A: Most venues offer accessible seating areas to accommodate their guests. Availability and type of accessible seating tickets will vary based on the venue’s policies and/or the type of event taking place. If you would like to inquire about accessible seating as part of a VIP program, please reach out to us at guestservices@cidentertainment.com immediately after purchase. We will go over any available options. 

Q: Does this package have a minimum age? 

A: Nope, this show is open to all ages. 

Q: I purchased a package as a gift, but I will not be in attendance. How can my friend and family member pick up their ticket on my behalf? 

A: You can do what is called an alternate pick-up! Simply provide the new guest with: 

• A photocopy of your photo ID 
• A note authorizing the new guest to check in for your order. 

These items can be digital copies or photos on a cellphone. As long as the new guest has these items, in addition to the show ticket(s), he/she will be able to check-in for the order without you being present. Please note that the informational email regarding check-in (and any additional email correspondence from us) is sent to purchasers only, so you will need to forward any emails to the new guest.

Q: Can I choose whether I get a General Admission ticket or a Premium Reserved seated ticket? 

A: Yes! You can narrow down your ticket search during the ticket selection process as long as both options are available.
 

Q: What is a General Admission ticket? 

A: General Admission tickets, also commonly labeled as “GA”, are tickets that have no specific seats assigned to them and are generally Standing Room Only. “GA Pit” sections are general admission areas that are right in front of the stage.
 

Q: What is a Premium Reserved ticket and where will it be located? 

A: A Premium Reserved ticket is a seated ticket. During the purchase process, you will see the location of your Premium Reserved seat prior to completing the order.  

Q: Can I purchase a VIP Package at the Box Office? 

A: No, VIP Packages will not be available for purchase at the Box Office. You must purchase online ahead of time. 

Q: Where will I receive my tickets? 

A: During the purchase process, you will have the option of selecting your ticket delivery method. If you choose to have your tickets shipped or emailed to you in advance, you will still need to check in with us at the event to ensure you get to take advantage of all the perks that come with your package! If you choose to pick up your tickets at Will Call, please be sure to stop by the venue box office to retrieve your tickets prior to meeting us at VIP check-in. As it gets closer to the event, the purchaser will receive an informational email including the exact time and location for VIP check-in. Please bring valid photo identification, and stay tuned for that email! 

Q: When can I check in as a VIP guest? 

A: VIP check-in will generally occur about 2 hours before doors open to the public. We will provide the specific times and check-in location for your show in our informational email that will be sent about one week before the concert. Please refer to those confirmed times when sent to you! 

Q: If I’m unable to make it to VIP Check-in during check-in hours, how can I receive my merchandise? 

A: VIP package merchandise will only be able to be redeemed during check-in hours. The VIP details email sent prior to the show date will note when and where to claim your package. If you do not collect your items during the VIP check-in hours listed in the informational email, we are unable to mail the items after the show. 

Q: Is VIP parking included? 

A: Parking is not included with this package, but parking may be available at the concert venue. Please refer to the venue’s website for more information regarding parking. 

Q: Is there a secure space where I can leave my merchandise during the show? 

A: Once you receive everything at check-in, you may have the opportunity to bring the items back to your car before entering the concert venue. We cannot guarantee this, though, as it ultimately depends on venue security prerogatives. 

Q: Can I bring my own camera? 

A: Typically, you can bring your camera phone and/or a standard point-and-shoot, but venues usually prohibit cameras with detachable lenses. Please be sure to reference the prohibited items list on the venue website.
 

Q: Can I upgrade to a VIP package if I already purchased a regular ticket? 

A: Our ability to upgrade depends on a few different factors – availability, the venue, and date of contact – but please reach out to our guest services team at guestservices@cidentertainment.com to inquire about any upgrade availability, and we’d be happy to discuss your options with you! 

Q: What is an on-site concert concierge? 

A: The concert concierge is basically an extension of our Guest Services team at the event itself. He/she will be available for any questions or concerns that may arise during the VIP program. 

Q: The people attending the concert with me may be arriving late. How would they get their tickets, merchandise, etc.? 

A: The original purchaser will check in for all package materials, and he/she will then be able to distribute accordingly. Thus, we advise your whole party to come to VIP check-in at the same time to make it quick and easy. 

Q: Can I use my On Location package for a contest/giveaway or to promote my website/product/event? 

A: No. On Location’s trademarks, intellectual property, tickets and other offerings may NOT be used for advertising, promotions, auctions, contests, sweepstakes or any commercial purpose, without express written consent from On Location and its partners. Please see our purchase policy for more details.  

Q: What if I change my mind and don’t want my package? 

A: All packages are non-refundable. Please refer to the Purchase Policy for complete details. 

Q: Am I going to have an amazing time? 

A: ABSOLUTELY! 

Travel Packages FAQs 

Please note, information on FAQs is subject to change. 

Q: Does The Avett Brothers concert have a minimum age? 

A: Nope! The Avett Brothers concert is open to people of all ages! However, when purchasing a travel package, you must be age 21+ to purchase the travel package and check into the hotel. People under the age of 21 may still occupy a room; however the person whose name is booked on the reservation must be 21 of age to check in and must present valid photo identification. 

Q: Do these travel packages come with concert-access? 

A: Yes! All travel packages come with either 2 GA or VIP tickets. You will get the same perks as any other non-travel package guests with the same ticket-type in addition to all the perks you’ll get as a Travel Package! 

Q: Can I purchase a package over the phone? 

A: Unfortunately, we are unable to process any orders over the phone and therefore all packages must be purchased online. However, we’re happy to help walk you through the purchasing process if you’d like to reach out! 

Q: Is there a payment plan for these packages? 

A: Yes, there are payment plans for all travel packages! An initial 60% will be charged upon purchasing your package and the final 40% payment will be automatically deducted on 9/7. If you purchase after 9/7, you will be charged for the package in full upon your purchase. Please note: This is an automatic payment plan, meaning you won’t need to choose to enter into it – you’re on the plan simply by clicking “purchase.” Please note – additional ticketing or purchase fees may apply. 

Q: Where will I receive my tickets? 

A:  On Location representatives will be at a designated location within the hotel to assist you. Here you can check in, and pick up your tickets, as well as any merchandise or additional items that come with your package. Basically, one-stop check-in for everything! 

Please be sure to bring your photo ID and credit card. Although your room is paid for in full, you will need a credit card for any incidentals you may incur. As it gets closer to the event, the package purchaser will receive an informational email with the exact time and location for Travel Package check-in. 

Q: What time is check-in and check-out at each hotel? 

A: We abide by the hotels’ standard check-in and check-out times, which are: 

Omni Charlotte: check-in begins at 3pm each day and all guests must be checked out at the end of their stay by 12pm. 

Q: Is parking provided at the hotel? 

A: Hotel parking is not included in the package. Valet parking is available upon arrival for additional fees. However, our complimentary shuttle transportation is available to and from the venue.  As it gets closer to the event, the package purchaser will receive an email with all of the event details, including the times and locations for the shuttle services.  

Q: Can I extend my stay beyond the travel package dates? 

A: During the purchase process for your travel package, you will be able to purchase additional night(s) on 1/1, pending availability. 

Q: How far is the hotel from the venue? 

Omni Charlotte is 3.5 miles from the venue. About 10 minutes in our comfy shuttles. 

Q: Can I use my On Location package for a contest/giveaway or to promote my website/product/event? 

A: No. On Location’s trademarks, intellectual property, tickets and other offerings may NOT be used for advertising, promotions, auctions, contests, sweepstakes or any commercial purpose, without express written consent from On Location and its partners. Please see our purchase policy for more detail.  

Q: I purchased a package as a gift, but I will not be in attendance. How can my friend and family member pick up their ticket on my behalf? 

A: In order to accommodate this, the original purchaser must contact our Guest Services team at guestservices@cidentertainment.com to authorize an alternate pick-up person at least 2 weeks before the event date. This authorization will allow a friend or family member to pick up the package on the purchaser’s behalf. All informational emails and correspondence will still go to the original purchaser and it is up to them to relay the information to the guest that is attending the event. 

 Q: What if I change my mind and don’t want my package? 

A: All packages are non-refundable. Please refer to the Purchase Policy for complete details. 

Q: Am I going to have an amazing time? 

A: ABSOLUTELY!