- Can I book tickets by phone, e-mail or fax?
Bookings by phone, electronic mail or fax are not accepted.
How can tickets be purchased?
To buy tickets you have to click on the phrase Buy on-line
on the sales page of the Organizer you require. For more detailed information,
we suggest you read the
Guide to the Service.
What is the "Transaction Code" for?
The transaction code identifies the purchase and is automatically
assigned by the system at the moment of payment. The transaction code is required to pay on-line at a later time, to pay at ATM cashpoints and to visualise the receipt. This code is different for
each reservation made and is printed on the ticket.
What can I do if I do not write down or I lose the transaction
code before paying?
You should consult the Retrieve
reservation section and choose the Users who haven’t got their transaction code option.
What should I do if I am unable to complete the purchase procedure?
If for whatever reason you are unable to pay you can use the Retrieve
reservation procedure.
How much time do I have to make use of the
"Retrieve reservation" procedure?
For normal purchases reserved seats will be at your disposal for 24 hours
from the time of booking, unless you find a different indication on your seat confirmation page, then they will be automatically put
on sale again. Purchases the same day as the performance are freed 10 minutes after the booking.
How can I cancel an on-line ticket reservation?
After 24 hours from the time of booking, (or 10 minutes for purchases the same day as the performance) this is automatically
cancelled and the seats put back on sale.
How many unpaid reservations can I make in may name?
For each event you can make at most 2 UNPAID RESERVATIONS.
Why when I try to carry out a transaction for the Teatro alla Scala, even though the two I already made have expired, does the message "Max number of selections made it is not possible to make a new selection" appear?
It is because a block has been put on your tax code. You must wait 10 days before carrying out another transaction for a performance of the same show.
How many purchase transactions can I make?
As many as you wish, except for the Teatro alla Scala where you can only make 2 paid transactions for each performance.
How many tickets can I puchase in my name?
The number of purchasable tickets varies and goes from a minimum of 2 to a maximum of 10 for each individual transaction. To buy a larger number of tickets you simply repeat the purchase procedure.
If the customer is a foreigner how can he fill the tax code
section in?
The foreigner (non-resident in Italy), must insert his passport number in the tax code box.
The foreigner (resident in Italy) must select the Foreigner
resident in Italy option and insert his tax code number.
Why does an error appear in the tax code section?
If a message appears showing a mistake in your tax code use the Foreigners resident in Italy option or send an e-mail to
Technical Support containing your tax code, name, surname and your birth date. It is important not to insert commas or accents because the system does not accept them and so will not allow you to continue the transaction.
What can I do if I am unable to visualize the seating
plan in the Graphic version?
The visualising of the Plan requires the use of JAVA and works best with Explorer 5.x upgraded SP1 for Windows and Macintosh operating systems. Only with Windows operating system it is also possible to use Netscape version 4.7 and 6.2.
Customers using a Macintosh system who encounter problems loading the plan are advised to use the TEXT VERSION without the plan.
Can I decide the position of the seats to buy?
Choosing seats is not possible as it is administered by the "Best Seat"
procedure, which assigns the best available seats at the time of purchase.
What can I do if the seats assigned by the system do
not satisfy me?
You can cancel the transaction immediately by not confirming the purchase within the 2 minutes provided by the system. Charta s.r.l. only provides a service so is not authorized to change tickets.
What do the different coloured squares which make up the seating
plan mean?
The green squares indicate available seats; the white squares represent unconfirmed seats not yet paid for; the blue (voucher) squares indicate seats purchased on the Internet; and finally the black squares indicate
seats which are not on sale on the Internet and which will be sold at the box office.
How do I pay for tickets?
It is possible to pay tickets on-line by credit card or at ATM Cashpoints of Banca Intesa branches throughout Italy. For more information consult the Method of payment section.
Is the credit card payment safe?
To ensure the highest level of safety your on-line CHARTA Moneta purchase transactions are performed using secure mode, with Very Sign certification, which adopts the SSL (Secure Socket Layer) protection system. The credit card transactions using our Charta Monet@ service are completely safe since neither the dealer nor the company which runs the sales service, know the credit card number. The number is only used for the payment transaction corresponding to an amount and a transaction number; if the payment is successfully completed, we receive a receipt number from our aquirer (Setefi Gruppo IntesaBci).
Which credit cards can I use to purchase tickets on the Internet?
To purchase tickets on the Internet payment must be made using American Express, Visa,
Mastercard, JCB or Diners credit cards. No other form of payment card is accepted.
Why am I unable to pay using my credit card?
The possibilities are:
a) You inserted the wrong credit card number.
b) You inserted the wrong type of card.
c) You didn't insert the CVV2.
The CVV2 code is the 3 figures written on the back of the credit card immediately after the number. (Please remember that CVV2 code is required for ANY credit card type)
d) Your credit card is no longer valid or does not have enough credit to carry out the purchase. In this case we advise you to contact your Bank to check the circumstances.
e) You are attempting to pay from a shared company computer. The Chartamonet@ payment system does not accept this kind of transaction since users of the company network could access your credit card details.
Why after correctly inserting my credit card details and clicking the "Confirm" button, does "Impossible to visualise the page" appear?
The problem is your browser. We advise you to repeat the payment process using the Retrieve Reservation option. If the problem recurs you should "Reload" the page.
What can I do if I do not want to pay by credit card?
You can pay a booking made on the Internet at ATM Cashpoints of Banca Intesa branches throughout Italy. For more information consult the "how to buy at an ATM cashpoint" section.
How can I find out which Banca Intesa ATM Cashpoints are nearest my town?
Click here and find the cashpoint nearest you.
How can I tell if the purchase of tickets has been
successful after I followed the on line procedure correctly?
If the payment has been successful the system visualises the RECEIPT, showing the statement "Payment Confirmed - Transaction completed". In addition within around half an hour of payment you will receive a confirmation of purchase e-mail. To check you can verify the status of your purchase
using the
Visualize
receipt option.
Why haven’t I received the automatic payment confirmation e-mail?
You may have inserted the wrong e-mail address on the personal details registration form, or the payment of your transaction has not been accepted. In such cases you can send an e-mail to
Technical Support for further information.
How do I get my tickets?
The means of ticket delivery depends on the event Organiser and is specified on the Payment Receipt when the transaction is completed. For further information see the Ticket delivery section.
May I cancel an already paid ticket?
As decreed by the European law on electronic and long-distance commerce (law 97/7 assimilated by the legislative decree of 14/5/99), for this type of purchase the RIGHT OF WITHDRAWAL is NOT provided for and therefore after purchasing the ticket it is not possible to cancel the purchase, neither to get a refund of the face value nor to change the date.
What happens if the event is cancelled or undergoes changes of date or time?
If the event is cancelled or postponed by the organizers, you will be contacted by the Organizer which pledges to refund the face value of the ticket. However, the service COMMISSION CHARGES will not be refunded. If the event should undergo a change of date or time the Organizer will also contact you. In addition if the event is still on sale on-line, an informative message will be inserted on the on-line box office page.
How much does the ticket cost if I buy it on-line?
For every purchase the ticket admission price, the advance sale if applied, plus a commission percentage for the Internet service which varies from Organizer to Organizer, inclusive of 20% VAT is charged.
How can I do to visualize and print the receipt of payment and the commission invoice?
To visualize the receipt use the option
Visualize Receipt and insert your transaction code.
From the receipt of payment, clicking on Commission invoice, it will be possible to visualize the commission invoice paid.
How can I send a complaint?
You can forward comments or complaints about the on-line purchase service, by sending an e-mail to
reclami@charta.it or send a fax to: +39 0545 916257. |
