Frequently Asked Questions

General Questions

Glow is located inside the Edmonton EXPO Centre.
7515 118 Ave NW, Edmonton, AB T5B 0J2

November 24th, 2021 – January 2nd, 2022

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. 

The Edmonton Expo charges a parking fee.

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.

Dear Glow Family & Friends,

We are so excited to see you this year and make holiday memories together! As our season approaches (it will be here before you know it!), we wanted to let you know our protocol as it stands currently. Our host facility, Edmonton Expo Centre, is owned by The City of Edmonton. As such, we will by abiding by current City of Edmonton facility operating conditions. All guests to Glow (except those guests under 12 years of age) must provide:

  • proof of vaccination, or
  • proof of a privately-
  • paid negative PCR or rapid test within 72 hours of service (tests from AHS or Alberta Precision Laboratories not allowed, or
  • documentation of medical exemption.
  • Children under 12 do not have to provide these.


We will amend protocol and notify our guests accordingly if the City of Edmonton makes any changes to these guidelines. Glow looks forward to safely welcoming guests of all ages to our festival and wish you good health and happiness! We’ve come through so much as a community these past 18 months, it is time to celebrate. See you soon!

Ticketing

Experience Glow on your schedule. The Flex Pass allows customers the ability to purchase tickets for a single visit during a selected week or weekend and gives them the flexibility to choose any day or time during that week to come to the show. 

 Limited Tickets Available  

That varies from day to day and on your age. Check out https://glowyeg.ca/tickets/ for information.

You can purchase tickets through our website https://glowyeg.ca/tickets/ 

If they’re not sold out — yes. Tickets can sell out in advance, so we recommend purchasing them online.

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 support@showpass.com 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.

How Can I exchange My Tickets to a different date?

More info and step by step instructions can be found here: https://help.showpass.com/hc/en-us/articles/360059361813–Exchange-Tickets-

 

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 support@showpass.com

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 halifaxsupport@glowgardens.com  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 exchanges@glowyeg.ca within five days of the originally scheduled event requesting an exchange or refund. 
  • 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, 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.

You can purchase Glow Bucks on our ticketing platform under the merchandise section. Bring your email confirmation to the Box Office to pick up your Glow Bucks. 

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 groupsales@glowyeg.ca.

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.

Our tickets are sold on scheduled times. If you are running late, it will depend on our occupancy as to when we can permit your entry.  

 

We recommend purchasing tickets in advance to ensure availability The onsite box office will have limited tickets for sale, subject to availability. 

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 one of our Managers 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. 

Sorry, we are not able to offer refunds, however you can donate your ticket and we will make sure that another child can attend Glow. 

Glow thanks you for your support! You will receive an email in September with instructions as to how to book your selected date and time.

Show Questions

You can apply to become a Glow Ambassador through this link: https://glowyeg.ca/social-media-ambassadors/

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

Yes, you can rent the VIP Party Room. More information here: https://glowyeg.ca/packages/

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.

It takes most people approximately 2 hours to see the show.

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

Our Santa loves to receive letters from the children. He does not write back but you are welcome to give him one and he would enjoy reading it.

Multiple Times
Wed Nov 24, 2021
4:00 PM - 10:00 PM MDT
Wed Nov 24, 2021
4:00 PM - 10:00 PM MDT
Edmonton EXPO Centre
Multiple Times
Thu Nov 25, 2021
4:00 PM - 10:00 PM MDT
Thu Nov 25, 2021
4:00 PM - 10:00 PM MDT
Edmonton EXPO Centre
Multiple Times
Fri Nov 26, 2021
4:00 PM - 10:00 PM MDT
Fri Nov 26, 2021
4:00 PM - 10:00 PM MDT
Edmonton EXPO Centre
Multiple Times
Sat Nov 27, 2021
11:00 AM - 10:00 PM MDT
Sat Nov 27, 2021
11:00 AM - 10:00 PM MDT
Edmonton EXPO Centre
$32.99 - $35.99 CAD
Starts:
Wed Nov 24, 2021
4:00 PM MDT
Ends:
Sun Nov 28, 2021
9:00 PM MDT
Starts: Wed Nov 24, 2021 @ 4:00 PM MDT
Ends: Sun Nov 28, 2021 @ 9:00 PM MDT
Edmonton EXPO Centre
Multiple Times
Sun Nov 28, 2021
11:00 AM - 9:00 PM MDT
Sun Nov 28, 2021
11:00 AM - 9:00 PM MDT
Edmonton EXPO Centre
Multiple Times
Wed Dec 01, 2021
4:00 PM - 10:00 PM MDT
Wed Dec 01, 2021
4:00 PM - 10:00 PM MDT
Edmonton EXPO Centre
Multiple Times
Thu Dec 02, 2021
4:00 PM - 10:00 PM MDT
Thu Dec 02, 2021
4:00 PM - 10:00 PM MDT
Edmonton EXPO Centre