FAQ
OPENING TIMES AND ADMISSION FEES
> What are the opening times of Phoenix des Lumières?
Phoenix des Lumières is open 7 days a week:
Monday to Thursday : 9am to 5pm.
Late night opening on Fridays and Saturdays until 9pm
Sundays and Holidays : 9am to 6pm.
> Who is eligible for the family rate?
The family rate is for 2 adults + 2 children (5 to 17 years old).
> Do I need to make a reservation in advance for children under 5?
Admission for children under the age of 5 is free, but they still require a ticket which will be available at the Ticket Office. Please be aware, that we don't recommend a visit with children under 2 years.
> Is there a discount for 65+ and for accompanying persons?
There is a senior rate for people over 65.
However, there is no separate rate for accompanying persons, you can choose our adult rate.
> I want to visit Phoenix des Lumières with a group. How do I make a booking?
If you want to visit with a group of 15 people or more, please book your access via this link or send a request to gruppen@phoenix-lumieres.com.
For a group up to 19 people, please use our individual booking system via this link.
> I am a journalist. Can I benefit from free admission?
Yes, press card holders benefit from free admission upon presentation of their card for the current year.
Press Contact: presse-phoenix-lumieres@agentur05.de. Find more informationen in our press area.
ACCESSIBILITY
> Can I come with a stroller?
Strollers aren’t allowed in the hall, for safety reasons. We advise you to bring a baby carrier. However, you can park your stroller at special areas in our foyer.
> Can I leave my bag at Phoenix des Lumières during my visit?
Phoenix des Lumières has lockers available for you to leave your bag. It is not possible to leave your luggage.
> Are animals allowed to enter?
Animals aren’t permitted to enter Phoenix des Lumières, with the exception of service dogs.
> Is Phoenix des Lumières suitable for people with reduced mobility?
Phoenix des Lumières is accessible for people with reduced mobility. For special needs, please contact our service team at the venue or in advance.
> Are there any disabled facilities available at Phoenix des Lumières?
There is a disabled toilet available, as well as wheelchaires - our staff members are at your disposal for assistance.
> Can I visit Phoenix des Lumières with my mobility scooter?
Unfortunately, the exhibition space is not accessible for a mobility scooter. The space is accessible for wheelchairs, which are available on site.
> Are there seats available in the exhibition areas?
Seating is available at Phoenix des Lumières.
> Are the exhibitions suitable for people with epilepsy and/or vertigo?
Due to light effects, the exhibitions may present risks for people with epilepsy and people who suffer from vertigo.
> Can I take photos or film in the exhibition?
Yes, you are welcome to take photos and video without flash and light, if they are intended for private use only. The use of the pictures and recordings for commercial purposes is not permitted. Access with a tripod is not permitted for safety reasons. If you share your photos and videos on social media, we are always happy, if you'd tag us.
My online booking
> Can I purchase a gift ticket?
Yes, it is possible to buy a gift ticket.
> How can I be sure that my tickets have been purchased?
Your tickets have been purchased when you receive a confirmation of payment and an email containing your tickets. Do not confuse this payment confirmation email with the email confirming the creation of your account on our site.
> Do I need to print my tickets?
No, you can present your tickets on your smartphone. Please be sure to have the barcode on your ticket available to be scanned at the venue.
> I will not be able to come at the reserved visiting time. Can I come at the preceding or following visiting time?
If you come at a time other than that indicated on your tickets you may be denied access, because there may be no capacity left. But if you come on the same day, we’ll do our best to provide access.
> I’m having difficulty in making a reservation and I’m taken back to the home page. What do I do?
We invite you to try again, as a lot of people may be trying to book the same date and visiting time. If you’re having any more problems with our booking system, please contact tickets@phoenix-lumieres.com
> Where can I find the tickets I have bought?
When your order is validated and paid for, the tickets are sent to your email address. You can also find the tickets by logging into your customer account and visiting the ‘My bookings’ section.
If you cannot find your tickets, your payment might have been refused, please check with your bank or card operator.
> I cannot log into my customer account. What do I do?
Please ensure the spelling is correct and that there is not a space before and after your email address. You can also try to reset your password.
> Can my tickets be exchanged, modified, or refunded?
Tickets cannot be exchanged, modified, or refunded.
In the event that the exhibition shown on the ticket is cancelled by Culturespaces, our customer service team will contact you as soon as possible by email or SMS to inform you and offer you:
- either, if possible, the rescheduling of the show concerned to a different day and/or time, your issued ticket will remain valid,
- or a ticket refund, specifying the terms and conditions.