General Questions

December 18th to January 3rd

Yes. The Edmonton EXPO Centre features 3,800 parking stalls and is connected to an on-site light rail transit centre that is easy and accessible. To avoid lineups at the 116 Ave entrance, guests are encouraged to use the 73 Street entrance.

Click below to view the parking map.

Does Santa live at the North Pole?

In other words: ABSOLUTELY! Kids love this event! It is perfectly for families of all ages. We even have many measures in place to ease the minds of parents who have little escape artists in their families and keep all the little ones safe and secure.


Tickets Purchased for November 18 - December 17

If there is a closure due to COVID-19 the tickets will be refunded with the exception of the processing fee. If you cannot attend Glow at your selected date and time, please go to www.glowyeg.ca to exchange your ticket.

 

https://www.showpass.com/sell/terms-of-service

Exchange Your GLOW Tickets In 4 Easy Steps:

  1. To exchange your tickets for an alternate date or time, head over to https://www.showpass.com/user/invoices/ and select “Exchange Tickets.” You will be prompted to login if you are not already.
  2. Once the exchange has been started you can browse and select a new event and tickets.
  3. You will receive confirmation of the temporary exchange credit on your account and you will have 1 hour to use the temporary exchange credits. If you can’t use them in an hour you can start again.
  4. Once you have selected your NEW tickets the credit amount will be applied to the transaction.

https://help.showpass.com/hc/en-us/articles/360059361813–Exchange-Tickets-for-Glow-YEG-


Ticketing

That varies from day to day and on your age. Check out https://glowyeg.ca/#purchase-tickets for info.

You can purchase tickets through our website, here here at https://glowyeg.ca/#purchase-tickets!

If they’re not sold out — yes. But it’s a bad idea to try. Tickets usually sell out in advance!

Where To Find Tickets On Your Showpass Account

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360023662834-Help-I-can-t-find-my-tickets-

To find the tickets in your Showpass account, log back into your profile on Showpass, and then access the Purchases section underneath the drop down from your name in the top right of the screen. From here, you’ll see the tickets that are associated with your account and can download them straight from there.

If the tickets section is empty, here are a couple things to check:

  1. You may be logged in to a different account than the one you bought tickets with. We recommend checking the name, and then logging out and back in, making sure to type in all your information carefully.
  2. If you used Facebook to log in when you originally purchased tickets, do so again to make sure you can find the right tickets associated with the account.
  3. If all else fails, there is a chance there was an error made when entering the email address that you purchased tickets with. Please contact [email protected] and someone will look into this for you.

How Do I Get My Tickets?

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360023662674-How-do-I-get-my-tickets-

You can access your tickets on the Showpass website, your email inbox, or on the Showpass app.

Upon completion of the checkout process, the tickets you’ve bought will be sent as a PDF attachment to the email address that you signed up and made you order with.

  • If you bought the tickets on Facebook or used your Facebook account to log in, they’ll be sent to the email address associated with your Facebook account.
  • If you entered different information upon checkout, they will be sent to the email address you specified.

You can then save them on your device or print them off and show them at the door, either way works!

You’ll always be able to log back into your Showpass account and find your tickets under Purchases within your profile. Your profile can be found by clicking your name in the top right hand corner of the screen. That way if you lose or delete the email confirmation, or make a mistake when entering the email address when ordering, you’ll still be able to access your tickets.

How To View Your Purchase History

To view your purchase history in your Showpass account, log into your profile on Showpass, and then access the Purchases section underneath the drop down from your name in the top right of the screen.

From there, select Invoices from the sidebar on the left hand side of the screen. There you can see invoices for all of your previous purchases and/or refunds.

How Do I Create A Showpass Account?

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360039898093-How-do-I-create-a-Showpass-account-

If you do not already have an account, you will need to create one to buy tickets. To do this you need to head to https://www.showpass.com/accounts/login/ and click on the ‘CREATE ACCOUNT’ button to fill out your details.

 

All you need is your:

  • Name
  • Email Address
  • Password

I Forgot My Password / I Can’t Log In!

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360023833033-Forgot-password-or-can-t-log-in-

If you are having issues logging in or have forgotten your password, you can reset your password on the login page by selecting the “Forgot My Password” button. From there, enter your email associated with your account and you will be sent a reset link.

How Can I Transfer My Tickets or Products To A Friend?

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360023831873-How-can-I-transfer-my-tickets-or-products-to-a-friend-

To transfer tickets, log into the account where you initially purchased the tickets. Once logged in, click your username in the top right corner and select Purchases. You will see a Transfer button on the left hand side. If you are on the mobile app, you will need to open the hamburger menu beside the search bar.

Once you are on the Transfer page, you can search for events or products, and send them all in one transfer. Once you find the event or product you want to transfer, click Select Ticket Items and a menu will open where you can select what tickets/products you wish to send.

Once all of your tickets and products are selected, simply click the blue Select Recipient button, review your transfer items, and click Send Transfer. 

Please note, tickets can only be transferred once. 

How Long Do Ticket Transfers Take? How Do I Accept?

Ticket transfers can take up to 60 minutes to arrive, but they usually arrive within 10-15 minutes after being sent. A link will be sent to your email address that will then prompt you to accept the transfer.

You cannot accept a transfer from the desktop site or the app.

Can I Resell My Showpass Ticket?

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360023832193-Can-I-resell-Showpass-tickets-

Showpass does not support or condone the reselling of tickets through either private sales or secondary markets, as this practice goes against Section 16 of our restrictions in our Terms of Service.

The ticket transfer function is in place to facilitate a safe hand off of tickets, in the case that one party can no longer make the event and they wish to send the ticket to someone else.

Unfortunately, if tickets are being bought and sold outside of our platform, Showpass cannot guarantee the validity of tickets, or that tickets are not duplicates being given to multiple buyers.

If you notice any suspicious activity, please report this to our team at [email protected]

How Do I Know If The Tickets I Bought From Someone Is Valid?

Only tickets sold directly on Showpass or the Showpass Box Office are guaranteed as valid. Tickets purchased through unauthorized third party sellers (eg. Kijiji or Craigslist) could have been purchased through fraudulent means (ie. a stolen credit card). Even if the tickets are transferred directly through Showpass using our Transfer system, they are not necessarily valid.

Tips to avoid receiving invalid tickets:

  • Only purchase tickets directly through Showpass or trusted vendors
  • Only accept transfers from people you can trust
  • Do not buy from scalpers or third party classified sites
  • Do not buy tickets that are posted above or below face value
We apologize for the inconvenience.  Please read this complete article, these are the most common reasons why you might not have received your tickets.
You can log in to your existing ticketZone.com account and reprint your ticket and/or receipt.  Click here to view instructions on how to download your tickets.
If you don’t have a ticketzone.com account you can sign up with the same email address you used to purchase your tickets.  Once signed up and logged in you’ll be able to view and download your tickets and receipt.
DOUBLE CHECK YOUR EMAIL:
Upon each successful order, we send a confirmation email containing PDF attachments your tickets and receipt.  Sometimes these emails will be marked as spam, double check your trash or spam folders in your email account or do a search for ticketzone and any emails you have received from us should appear in your results.
ISSUES WITH EMAIL ADDRESSES ENDING IN @hotmail.com, @outlook.com, @msn.com, @microsoft.com, @live.com, or @passport.com:
On occasion emails ending in @hotmail.com, @outlook.com, @msn.com, @microsoft.com, @live.com, or @passport.com will be undeliverable – we apologize for this inconvenience, please email us at [email protected]  and we will re-send your order confirmation.
CONTACTING US OUTSIDE OF BUSINESS HOURS?
If you are contacting us outside of business hours, and you are unable to receive your tickets before your event, you can always pick up your tickets at the event.  Please make sure you have your Photo ID and the credit card used to make the original purchase present when picking them up at the event.
You can find a more extensive list of frequently asked questions on the Showpass website.

All sales are final, with the following exceptions:

  • If an event is cancelled or postponed, you are eligible for an exchange or  refund. Please submit an email inquiry to [email protected] within five days of the originally scheduled event requesting an exchange or refund.
  • You can also choose an option of exchanging your tickets to Glow Edmonton 2021 Christmas Festival.
  • If you are unable to make your originally scheduled date, you can change your tickets to another date. Additional charges may apply if you select a more expensive time slot.

Unforeseen circumstances beyond Glow Edmonton’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.

Glow 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 and Covid-19 mandatory protocols.

Service Fees are not refundable under any circumstances.

Refunds are not available for unused or extra tickets, you can transfer unused tickets to attend another date or give them away as gifts to friends and family.

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.

To purchase Glow Bucks, please email [email protected] and we will have them either at the box office or mailed directly to you. Glow Bucks can be used at any of our vendors including our licensed bars, food vendors, the Glow Gift Shop, and the Merry Makers Market.

Group tickets (for those parties of 20 people and up) can be issued. Please inquire about our group rate by emailing [email protected].

You will receive a code to purchase your tickets and receive a discount.

We will not be providing a multi pass option this year.

Children ages 3 and under are welcome to Glow at no charge. Children 3 and under do not require a ticket to enter with a ticket-holding adult.

The age limit for a child pass is 4-13 years old or under 3 is free. If they are 14 or over, that is a general ticket.

Student discounts are not available. Guests 14 and older must purchase an adult ticket.

Your safety is our first priority. Provincially mandated COVID-19 protocols require entrance tickets to have staggered entrance times to assist with on-site social distancing. It is therefore important that you arrive within 30 minutes of your scheduled time to gain entrance to Glow Gardens and leave within two hours of your arrival.

For example: if you have purchased a ticket for 4:00 pm, you must arrive anytime between 4:00 pm and 4:30 pm to enter the Gardens. Guests who arrive late will be redirected to the Box Office and rescheduled to the next available time slot.

We recommend purchasing tickets in advance to ensure availability and so that COVID-19 physical distancing can be maintained. The on site box office will have limited tickets for sale, subject to availability.

We have had to raise our prices for tickets due to the additional expenses incurred by our investment in an extra cleaning team and PPE products. We also utilized additional space as we’ve expanded to two halls at the Edmonton Expo Centre this year to keep everyone safe from COVID-19, hence a small correspondence increase in our prices.

If there is a closure by the Alberta Health Services due to COVID-19, all tickets will be refunded excluding fees.

Yes, we do accept these. You only have to purchase one ticket. If you need any help when you arrive, please have a staff member page Shannon, our General Manager, to assist you.

If you would like to exchange your ticket for another day, we ask that you give us 24-hours’ notice to process your exchange.

If you have developed COVID-19 symptoms prior to your Glow Ticket’s scheduled time, please contact us at [email protected] to exchange your ticket for another day, or we will ensure your ticket gives you a reserved spot for Glow 2021/22. We will not be issuing ticket returns at this time unless the Alberta Health Services closes our show.

We are not able to offer refunds, however we can issue you GLOW BUCKS in the amount of the tickets you purchased in error. Glow Bucks can be used at any of our vendors including our licensed bars, food vendors, the Glow Gift Shop, and the Merry Makers Market.


Show Questions

Thank you for your interest in working at Glow. At this time, all positions have been filled for the season!

Thank you for your interest in working at Glow. At this time, all positions have been filled for the season!

Parking fee $10.00

This season we will not have a private party room available due to COVID-19 safety rules. We hope that we can offer this space next year for your holiday party.

The experience is the same during the day or night. We have covered up the windows at the Edmonton Expo Centre to enhance the Glow light displays.

We are enforcing strict facility capacity limits to enable physical distancing protocols. The capacity of our venue is one person per four square metres.

Entry windows are sold in 30 minute time slots and we ask that you limit your visit to two (2) hours.

Glow will be running contests on our social media channels, so check out Glow Edmonton on Facebook, Instagram, and Twitter.

Due to COVID-19, we will not be able to share any letters or presents to Santa this year.


COVID-19 Questions

Thank you for your interest in Glow. Guests like you are what keep us going and we are grateful to support local merchants, local talent, and our community. COVID-19 has affected all of us profoundly.

We thought long and hard about having our event this year and we ultimately decided to go ahead. This is because we are in the fortunate position of being able to adapt our business to the current and evolving AHS protocols surrounding health and safety.

We have done and will continue to do everything possible to ensure the health and wellbeing of our guests, vendors, and staff–we wouldn’t have Glow if we didn’t believe we could do it safely.

We understand that some guests would rather not assume the risk of attending public events like this one this year, and we fully support those choices.

However, for those who feel ready to return, and may be looking for a little respite and holiday cheer, we are ready to welcome you. If you have any other questions, please feel free to contact me.

Initially scheduled to begin on November 18th, GLOW Christmas Edmonton is postponing its opening until Saturday, November 28th. In consultation with Alberta Health Services, local GLOW owner Shannon Van Norman has made the decision to temporarily suspend her event to help flatten the curve in Edmonton.

“It’s important to do our part right now,” says Ms. Van Norman. “I have full confidence in the COVID-19 protocols we have in place to ensure a safe and enjoyable holiday season experience, and I believe in the temporary shutdown now in place in Edmonton. I look forward to seeing all our GLOW guests in two weeks.”

Kids ages two and up are required to wear masks. For more information regarding the City of Edmonton Mask Bylaw visit: https://www.edmonton.ca/programs_services/emergency_preparedness/masks.aspx

To ensure the safety of Santa Claus and our guests, the best way to connect with the children will be with Santa safely behind plexiglass. Santa will even strike a pose for holiday photos. Let us know if you have any other questions or concerns!

Glow Edmonton has evolved to ensure the safety of our staff and attendees. We are working with Alberta Health Services to safely move forward as an exhibit! For more information on our COVID-19 Safety Protocols and Procedures, please check out our website! https://glowyeg.ca/covid-19/

The safety of our guests is our first priority and we are following all regulations set forth by Alberta Health Services. Effective August 1,2020, AHS announced that wearing a mask or face covering is mandatory in all indoor public places and is no longer issuing face covering exemption cards. We have made it mandatory for everyone including ticket holders, staff, volunteers and vendors to wear masks at Glow. It is only permitted that they be removed when you are sitting down and eating in designated areas. For more information, please go to our website https://glowyeg.ca/covid-19/

AHS has activated an assessment centre within Hall A of the Edmonton EXPO Centre during the day. Glow’s operating hours are primarily in the afternoon/evening.

 

At 522,000 square-feet, the Edmonton EXPO Centre is equipped to safely host events and facilitate the Assessment Centre while ensuring strict physical distancing and sanitization protocols are maintained. All assessment centre traffic is directed to a separate parking lot and visitors are directed through a separate entrance from events in the facility. The Assessment Centre is safe and does not present a safety risk to the public, guests or staff.

 

For more information https://edmontonexpocentre.com/attend/health-and-safety/

Tickets, with your assigned arrival time, will be sold in advance (no on-site ticket sales) to assist with physical distancing mandated protocols.

All guests must adhere to the one-way traffic flow of the event while touring the exhibit.  Directional signage has been placed throughout the venue to assist you.

We also have a COVID-19 Compliance Officer at all times during the show.

Masks may not be removed for photos. There’s no question that 2020 is a memorable year, so why not let your photos be a keepsake to match!

Face shields are not considered to be an adequate replacement for a face mask. Some customers may choose to wear a face shield in addition to their mask for extra protection.

For more information: https://glowyeg.ca/covid-19/