General

• What time does the venue open?

  Our early shows start at 7:30pm, and our doors (and kitchen) open at 6pm. Our late shows will kick off at 9:45pm now, with doors reopening at 9:15pm for ticket holders. Some nights only have one show. 
  
  We always recommend checking the specific page on our website for the show that you're attending for any amendments in performance times. 

• Is there a dress code?

  Our dress code is smart casual; we do not allow shorts or thongs.

• Can children enter the club under the age of 18?

  Children under the age of 18 must be accompanied by a responsible adult. As we are a music venue and out of respect for the musicians and patrons, unfortunately, we cannot accept infants.

• Does your venue have wheelchair access?

  Our venue is wheelchair accessible by two lifts.
  
  Our first lift is accessible via The Jazz Corner Cafe at 352 William Street (directly above Bird's Basement). Simply ask one of our friendly staff members that you are here to attend a show and they will escort you down to the venue. 
  
  Our second lift can be accessed via the Singers Lane entrance, there are a few steps to the entrance floor which our staff is more than happy to assist you with.

• Where is the nearest car park?

  The nearest 24hr parking is The Mint Car Park, a two minute walk from the venue, at 383 La Trobe Street, Melbourne. You may book online using Secure-a-Spot. There are metered car-parking spaces nearby on La Trobe Street and William Street : check the signs for relevant times and charges.

• The performer has cut short their time on stage. Is any refund for this show?

  Unfortunately, whilst we hope that performers are super-human, they are made of cell as we all are and this means they can be undisposed sometimes. This is a rare occurrence, but as long as the performer does his/her best, they are entitled to their fee. It would simply not be fair to not pay a performer or partially pay because they had to cut their performance a little short. As long as the band performs as a whole for the entire show, we simply cannot consider the show as unfulfilled.

Food

• How does food and beverage service work at Bird's Basement?

  Bird's Basement is designed to provide an incredible dinner and show experience. 
  
  Customers don’t need to book to dine at our venue (apart from booking tickets to their desired session). If ticket holders are dining, they simply need to place their food order from their table via their waiter before the show starts. Our doors (and kitchen) typically open at 6pm for our dinner shows and 9:15pm for our supper shows. We recommend arriving early!
  
  You have the option of ordering drinks with your waiter or by scanning the QR code on your table. You can even order some drinks with your waiter and other drinks via the QR code menu. We recommend charging your smartphone before your visit to Bird's Basement. 
  
  Please note:

  • If it wasn't for customers dining, our ticket prices would be much higher. 
  • Purchasing your ticket at least 7 days before the session helps Bird's Basement to give everyone the best experience possible. This includes giving notice to our casual staff, ordering food and preparing food. 
  • On any night we can only provide 44 meals, so we could be sold out. The way to avoid this is to arrive early.

Tickets

• I have just purchased six tickets, will we all be seated together?

  Provided you purchased all tickets in a single transaction, you will be seated together.
  
  If you have purchased your tickets separately you will be seated together if: 

  • your tickets were purchased using ALL of the same details including the same name, email address, phone number and postcode. 
  • you email us at bbjazz@birdsbasement.com from the email address used for one of the ticket purchases. Please include in the email date of the event, the name of the show, the time of the event and the names of people you would like to be seated with. For this method, you need to provide at least 2 business days notice. 

  Please note that:

  • All patrons must have the same seating category to be seated together.
  • We require at least 2 business days notice to process requests to sit people from bookings made with different details together
  • Depending on the size of the group, your group may be on multiple tables that are close to each other. This is to maintain walkways. 
  • For bookings of more than 6 tickets, we only accept bookings that are in even numbers. This is to avoid one person in your group being separated from the group. 

• Can I reserve specific seats? There is no seat number on my ticket

  While you can choose your seating category when purchasing tickets, you can't choose your specific seats. Your seats will be allocated by our team within your tickets seating category. This allocation happens before our doors open on the night of our show. 
  
  There are a number of factors have may influence seating now and in the future including…

  • The number of people in your booking (and playing Tetris to make sure everyone is seated within their seating category eg A Reserve)
  • How many previous shows the ticket purchaser has attended (as reported in our ticketing system)
  • How far in advance tickets are purchased (compared to other ticket holders of the same session)
  • If the customers are dining and also arrive early 
  • If the customer joined our free membership program. If you're not a member, you can join during checkout. 
  • Accessibility factors (eg if customers need to stand or have wheelchairs etc…)
  • etc...

  Please don't contact Bird's Basement to request specific seats. This will only add to our customer service expenses. These are expenses that we would like to reduce to give you cheaper tickets and our artists more income. 

• Can I buy my tickets at the box office on the day of the concert?

  We recommend that you book in advance via our website or by calling 1300 BB JAZZ (Monday to Friday between 9am and 8pm, and Saturdays 12pm to 6pm) to ensure you don't find the venue is sold out when you arrive. Subject to availability, you can buy your ticket at the box office for an additional $9 (including the service fee).

  Buying online is encouraged because it helps to reduce the wait time on check-in at the venue. Online purchasers also benefit from earning BBPoints.

• If the show is fully booked, what can I do?

  'Sold out' means everyone has pre-paid for their tickets. If we have a cancellation the tickets go back on sale on this website. 
  
  Often when a show is sold out, another date may be placed on sale. We recommend checking our home page for additional dates and booking early. 

  To be the first to know about our new shows, we recommend that you:

  • Subscribe to our mailing list by signing up for our BBPoints rewards program
  • Follow us on social media
  • Regularly check our website  

   

   

• I haven't received my tickets, how can I access them?

  Our ticketing system automatically emails tickets after every purchase. The most common cause of not having their tickets is that customers didn't see the tickets in an expected mail folder. We recommend that you first check your spam or junk mail folder for an email from tickets@birdsbasement.com . 
  
  If you are still unable to locate your tickets, please email our customer service line email bbjazz@birdsbasement.com from the email address that was used to make the purchase. Please cc other email addresses of your friends that will be joining you on the night. 
  
  The 2nd most common cause of customers not having their tickets is that a customer entered their email address with a typo. If we suspect that this is the case, we will call the phone number that the customer used in their purchase to verify the customer's email address. 

  Sometimes our ticket emails are blocked on the customer's end. If you used a work email address, please contact your work IT team. If you used an email address provided by your ISP (Internet Service Provider), please contact them. Contacting your work IT team and ISP should be in addition to contacting Bird's Basement. 

• Can I redeem my BBPoints over the phone?

  No, BBPoints are only redeemable online.

• How can I redeem my BB points to purchase tickets from my computer, tablet or smartphone?

  1. Simply choose your preferred performance

  2. Click “buy tickets”

  3. Select your desired tickets and click the next button at the bottom of the page

  4. Login into your BB Points customer account, using your email address and password

  5. Select “use award points” 

  6. Click the
     • "Purchase Tickets With Points Only" button, to purchase tickets with only BBPoints
     • "Purchase Tickets With Credit Card" button, to purchase tickets with a combination of BBPoints and your credit card

• Can I purchase or redeem Gift Vouchers online?

  Gift vouchers are available to purchase and redeem via bbjazz@birdsbasement.com and over the phone via 1300 BB JAZZ .
  
  For security, please never email your credit card details to Bird's Basement. 

• I couldn't make it to last night's show, can I get a refund?

  You are required to let us know 14 days in advance of the show to get a refund.
  
  After these 14 days, we can use our best endeavours to resell the tickets for you, however, if you don’t turn up to a show and wish to have a refund, there is a strict no refund policy under that particular circumstance. See our terms for more information.

• A member of my booking can’t make the show, what should I do?

  Please email bbjazz@birdsbasement.com or call us on 1300 BB JAZZ . For verification purposes, this must be from the email address or mobile number that was used for the purchase. 
  
  One of our friendly customer service representatives might be able to assist you by issuing credit, an exchange or a refund if you provide at least 14 days notice. 

  If you are providing less than 14 days notice, they are able to assist you with an exchange or refund if they are able to re-sell your tickets.

• Do you accept any size bookings?

  For bookings of more than 5 tickets, we only accept bookings that are in even numbers. This is to avoid one person in your group being separated from the group.