A-Z Guide/FAQs
ACCESSIBILITY ACCESS AND SEATING
Kodak Center is a fully accessible facility. For the convenience of our patrons who use wheelchairs, all entrances into Kodak Center are wheelchair accessible, and wheelchair accessible restrooms are available. The theater is equipped for wheelchair and transfer seating on the orchestra level (2nd floor), with mobility device storage available during the show (please see an usher for assistance). Companion seats are also available for each reserved seat in the WC section. All transfer seats for guests with limited mobility have been selected to allow convenient entry and exit, as well as for accessibility to restrooms and concession stands.
Please Note: While there is elevator access to the 3rd floor, Loge and Balcony seating does require patrons to climb stairs, some without railings.
Handicap parking is available in all surface lots. Please refer to Parking section below and the Parking Map.
In order for us to serve you best, patrons with requests for special ticket needs are asked to visit the Kodak Center Box Office or contact us at 585-259-0181 or info@kodakcenter.com.
ACCOMMODATIONS
Special accommodations (medical, dietary, etc.) can be made in advance by calling (585-254-0181) or emailing (info@kodakcenter.com) Kodak Center.
ASL INTERPRETATION
ASL Interpretation for deaf and hard of hearing attendees is available upon request at least 7 days prior to an event. Please call 585-254-0181 or email info@kodakcenter.com to make arrangements and purchase seats with the best possible viewing area.
ASSISTED LISTENING DEVICES
The theater is equipped with an FM hearing system to assist the hearing impaired. FM Listening Devices, which amplify and clarify sound for the hard of hearing, are available free of charge for all events. Please call (585-254-0181) or email (info@kodakcenter.com) Kodak Center in advance to arrange for equipment. Equipment is available at the sound booth at the rear of the main floor.
To prepare for the performance, the sound booth will not be able to provide this equipment during the 15 minutes leading up to the start of the performance. The receiving equipment is provided at no charge to patrons; however, a driver’s license or some other form of photo identification is required as a deposit.
ATMS
ATMs are available in the Kodak Center 1st floor lobby and 2nd floor concessions area.
BAG POLICY
The following bag policies are aimed to ensure the safety and security of all patrons. Bags that do not meet the criteria will not be granted entry into the venue. Patrons will be asked to return non-compliant bags to their vehicles.
Patrons are permitted one bag that is 8.5" x 6" x 11" or smaller. That is the same size as a standard sheet of paper. The following bags are prohibited: backpacks, briefcases, luggage, computer bags/cases, camera bags, and binocular bags. Security will be present at the entrance to allow screening of these bags.
Exceptions apply to medical equipment/supply bags and diaper bags (Child must be present. Please only pack the essentials to make bag search as quick as possible. Excessive drinks and snacks will not be allowed.)
All bags are subject to security inspection upon entry and at any time within the venue premises. On-site storage facilities are unavailable. Patrons are advised to bring bags that facilitate easy inspection and remove bulky items, such as jackets, from bags during the inspection process. Again, patrons carrying bags that do not meet the criteria will not be granted entry into the venue. Security reserves the right to deny entry to patrons with non-compliant bags or those who refuse inspection.
BOX OFFICE
The Ticketmaster Box Office on site at Kodak Center is open Monday through Friday, 10:00 a.m. until 2:00 p.m. If there is an evening event on a weekday, the Box Office will remain open after 2:00 p.m. until showtime.
For events on weekends, the Box Office opens one (1) hour before doors and remains open until showtime. You may pick up Will Call tickets and purchase tickets for future Kodak Center events during this time.
There is a small parking lot next to the building that is free and open to the public during normal Box Office hours (limited availability). Additional free parking is conveniently located across the street for visits outside those hours. Handicap parking is available in all parking lots. There is a $10-20 charge for events (credit only).
PLEASE NOTE: To purchase tickets in person at the Box Office, the event must be on sale to the general public; not in presale. You will pay only the $4 facility fee on top of the base price. You do not pay the service fee or order processing fee in person. VIP tickets/packages are only available online.
CAMERA & RECORDINGS POLICIES
The camera and phone policy varies from show to show. Cameras with an external flash or detachable lens and video/audio recorders are always prohibited. If cell phone photos and videos are permitted, you must turn off your flash. We also ask that you take short, occasional videos and do not record more than 2 minutes at a time.
Only credentialed media are permitted to bring in additional equipment and access approved areas, such as the pit and stage.
As a courtesy to the artist(s) and your fellow patrons, Kodak Center prefers that you turn off or silence all noise-making electronics, text-messaging devices and cell phones during the performance.
For media inquiries, please contact Christine DeNering at (585) 254-0157 or cdenering@kodakcenter.com.
CANCELED / RESCHEDULED / POSTPONED EVENTS
CANCELED EVENTS: Refunds will be issued at the original point of purchase. If you ordered your tickets online through Ticketmaster, there is nothing you need to do. Ticketmaster will automatically refund the full cost of the ticket and fees to the original purchaser’s payment method. If you purchased tickets in person at the Kodak Center Box Office, you must surrender your tickets for a refund. The Box Office is open Monday through Friday from 10:00 a.m. until 2:00 p.m. If you purchased your tickets elsewhere, contact your point of purchase directly.
POSTPONED EVENTS: We encourage you to please be patient and hold on to your tickets, as tickets already purchased will be honored for the rescheduled event. Refunds will be offered once the new date has been announced, and instructions will be provided at that time.
RESCHEDULED EVENTS: Tickets already purchased will be honored for the rescheduled event. If you are unable to attend on the new date, refunds can be requested through the original point of purchase up to 30 days after the rescheduled date is announced.
CHILDREN & MINORS
We welcome children old enough to enjoy our events. Minors under the age of 18 must be accompanied by an adult. The child ticket policy varies per event, but generally tickets must be purchased for any child age 2 years and older attending a performance, and children must be seated with a parent or guardian. Children under 2 years of age do not need a ticket to sit on an adult's lap. Please refer to the specific event listing on the Kodak Center Shows page for age/maturity and ticketing requirements as it varies per event.
Booster seats for children are available free of charge for patron use at every event. Please ask an usher for assistance.
CONCESSIONS
There is an assortment of food and beverages available for purchase in convenient locations for our guests' enjoyment (beer, wine, soda, water, pretzels, cinnamon roasted nuts, pizza logs, chicken tenders, popcorn, assorted candy, cookies, cheese and crackers, etc.). All concession stands are wheelchair accessible. You are permitted to take items purchased at Kodak Center concessions with you to your seat inside the theater.
Outside food/drink are not allowed in Kodak Center.
Special accommodations (medical, dietary, etc.) can be made in advance by calling (585-254-0181) or emailing (info@kodakcenter.com) Kodak Center.
DIRECTIONS
200 W. Ridge Rd.
Rochester, NY 14615
From the North
390 South
Take exit 24 for NY-104/Ridge Rd.
Turn left onto NY-104 E/W Ridge Rd.
Kodak Center is 2.3 miles ahead on the left
Turn right on Primrose St. to enter parking lot
**You can also turn right on Desmond St., then left on Pullman Ave., and use the back entrance**
From the South
390 North
Take exit 15 to merge onto I-590 N toward Downtown/Rochester
Take exit 10A to merge onto NY-104W
Kodak Center is 4.7 miles ahead on the right
Turn left on Primrose St. to enter parking lot
**You can also turn left Minder St., then right on Pullman Ave., and use the back entrance**
From the East
NYS Thruway to exit 45 (Victor)
Take 490 WEST to exit 21 for NY-590N
Take exit 10A to merge onto NY-104W
Kodak Center is 4.7 miles ahead on the right
Turn left on Primrose St. to enter parking lot
**You can also turn left Minder St., then right on Pullman Ave., and use the back entrance**
From the West
NYS Thruway to exit 47 (LeRoy)
Take 490 EAST and merge onto NY-390 N toward Greece
Take exit 24A to merge onto NY-104 E/W Ridge Rd
Kodak Center is 2.3 miles ahead on the left
Turn right on Primrose St. to enter parking lot
**You can also turn right on Desmond St., then left on Pullman Ave., and use the back entrance**
DOORS
Opening times vary according to the nature of the event and preference of the host organization/promoter/artist. Kodak Center generally opens doors one (1) hour prior to showtime. Please plan on arriving at least 30 minutes prior to the performance. Traffic in and around Kodak Center can be congested on event days, so you’ll want to allow yourself plenty of time to get here, find parking, use the restroom and purchase concessions before the event begins. Ushers will direct you to your seat and are happy to answer any questions you may have about the theater’s amenities.
DRINKING FOUNTAINS
Drinking fountains are located in the main lobby and 2nd and 3rd floor concourses and are wheelchair accessible. While outside food and beverage are not allowed for events, you may bring a small, empty PLASTIC bottle to refill at the drinking fountains. Metal tumbler cups/travel mugs are not permitted.
DUPLICATE SEAT POLICY
Kodak Center is not responsible for lost or stolen tickets. If tickets are lost or stolen, please call (585-254-0181) or email (info@kodakcenter.com) Kodak Center.
Ticketmaster is the authorized ticketing agent for most events at Kodak Center, unless otherwise specified. If you purchase tickets from an unauthorized agent in the secondary market, you risk purchasing counterfeit or invalid tickets.
EMERGENCY EXITS
Emergency exits are located throughout Kodak Center and are clearly marked in red. Venue representatives have been instructed and trained to assist you in evacuating the premises. In case of emergencies, please follow instructions given by the staff.
ENTRY/INGRESS AND EXIT/EGRESS
Upon arrival at Kodak Center, patrons should enter the main lobby via the side entrance and proceed through security and ticket check. The theater, concessions stands, merchandise, and restrooms are all located on the 2nd and 3rd floors of the venue. The pit and orchestra seats are located on the 2nd floor. The main concessions stands, merchandise stands, and restrooms are located on the 2nd floor. The loge and balcony seats are located on the 3rd floor. An additional bar and restrooms are located on the 3rd floor.
A staircase leads to all levels of the venue.
Elevators are also available and stop at all levels of the venue. All elevators are accessible to guests using wheelchairs, and each elevator is equipped with Braille signs.
An escalator is available on the 2nd floor concourse and will take you up to the 3rd floor concourse/balcony level.
At the conclusion of each event, the escalator will be turned off and blocked to prevent dangerous backups on the 2nd floor. Patrons should take the elevators or stairs. Staff may also direct patrons out alternative exits for quicker egress.
EVENT INFORMATION
For information regarding upcoming events at Kodak Center, visit the Shows & Tickets tab on this website. Please continue to check our website as it is updated as soon as any information is confirmed. Ticketing information and policies may vary per event.
Find us on Facebook, Instagram and X.
Sign up for the Kodak Center email list at bit.ly/joinKClist to receive event news and updates, as well as presale passwords and other special offers.
You are automatically added to the Kodak Center email list when you purchase a ticket to our venue. If you unsubscribe from the list, you will not receive important event updates/changes and/or logistical information that is sent to buyers before every event.
If you do not purchase tickets directly from Ticketmaster.com or the Kodak Center Box Office, we will not be able to communicate with you directly.
EVICTION POLICY
The following behaviors and/or activities are causes for eviction from Kodak Center:
- Use of profanity or unacceptable language of any type
- Possession of illegal or unauthorized items
- Inappropriate or offensive dress
- Public intoxication
- Entering or attempting to enter any “off limit” area such as the stage area, backstage, or private floors
- Participating in a fight or instigating a physical or verbal altercation
- Verbally abusing, threatening, or intimidating other patrons or Venue Management
- Throwing objects of any type
- Possession of stolen or counterfeit tickets
- Possession of unauthorized banners or signs
- Smoking/vaping indoors
FIRST AID
If you require first aid, please notify any venue staff member who will radio the on-call EMT. An automated external defibrillator (AED) is located at the security desk in the main lobby and in the hallway near the accessible entrance to the theater on the 2nd floor.
In case of emergency, please dial (585) 722-9911 from any phone.
GIFT CERTIFICATES
Kodak Center gift certificates redeemable for tickets are available for purchase in person at the Kodak Center Box Office in values of $5, $10, $20, $30, $50 and $100.
Ticketmaster gift cards must be redeemed on Ticketmaster.com. When you're ready to check out, select Add Credits / Promo Codes / Gift Cards in the Payment section and enter your gift card number and PIN.
GROUP SALES
Please complete the Group Reservation Request Form under Shows & Tickets >> Group Sales.
HOUSE RULES
The following rules exist to support a safe, comfortable and enjoyable experience for all:
-No bags larger than 8.5” L x 6" W x 11” H (the size of a standard sheet of paper and width of a cell phone)
-No outside food or drinks
-No alcohol, illegal drugs, or marijuana (medical or otherwise) in any form
-No weapons or firearms, real or imitation, including pocketknives and other sharp, metallic objects
-No cameras with external flash or detachable lens or audio/video recording equipment
-No laptops, tablets or e-readers
-No explosives or flammable objects
-No flashlights or laser pointers
-No large golf/pointed umbrellas
-No metal tumbler cups/travel mugs
-No strollers
-No helium balloons
-No instruments or noisemakers
-No flags or posters
-No animals, except service animals (as defined by the ADA)
-No smoking or vaping inside the building or within 25 ft. of the building per NYS policy
-No unauthorized solicitation
-No fighting, horseplay, gambling, bullying or heckling
-No re-entry
ALL PERSONS AND BAGS ARE SUBJECT TO INSPECTION AND ELECTROMAGNETIC WANDING. PATRONS WILL BE ASKED TO RETURN NON-COMPLIANT BAGS AND PROHIBITED ITEMS TO THEIR VEHICLES. VIOLATORS ARE SUBJECT TO REMOVAL.
EMERGENCIES: (585) 722-9911
Special accommodations (medical, dietary, etc.) can be made in advance by calling (585-254-0181) or emailing (info@kodakcenter.com) Kodak Center.
KODAK CENTER LOUNGE
Located on the first floor of the venue, the Kodak Center Lounge seats up to 200 guests for an exclusive pre-show experience at select events. Benefits includes early access to the venue 30 minutes before general doors, access during intermission(s)*, complimentary appetizers from a rotating menu, private bar, restrooms, and coat racks, first access to merch for crowd-free shopping*, drink specials, door prizes, and more! Lounge passes do not include tickets to performances at the venue. When available, you'll see the option to add on passes to your ticket purchase after seat selection on the checkout page under "Add Event Extras."
The Kodak Center Lounge is also available to book for a private, pre-show reception. Whether you are looking to entertain clients, plan an outing for employees, or celebrate a special occasion with family and friends, the Lounge at Kodak Center offers the perfect setting for your next pre-show experience. Parties who rent the Kodak Center Lounge for a private, pre-show event are eligible for group savings on tickets to the accompanying event! Anyone who wants to inquire about booking a private, pre-show reception for a party of 50-200 should use the Private Pre-Show Reception Request Form located on the Kodak Center Lounge page under the Plan Your Visit tab.
LOST AND FOUND
Kodak Center is not responsible for any person’s lost or left behind items. Patrons are solely responsible for their own property. All unclaimed items or found items turned into the staff will be placed in the Box Office's Lost and Found. As a courtesy, the Kodak Center staff will make a reasonable attempt to determine and contact the rightful owner of the lost property if said property contains sufficient identifying information.
Lost and found items will be logged, dated, and stored in the Lost and Found area for a period of 2 weeks. After this 2 week period, all unclaimed items become property of Kodak Center, at which time the staff will decide the appropriate method of disposal. Hazardous and perishable items will be discarded immediately.
To report and/or claim a lost item, please call 585-254-0181 and press prompt 1 to leave a detailed message. You must satisfactorily describe the item and confirm what day the item was likely left in the venue. This will ensure that items with similar physical characteristics are less likely given to the wrong person.
LOST CHILDREN AND COMPANIONS
Children who have lost their parents will be escorted to the Lobby Security Desk on the 1st floor. The child’s name will be registered and broadcast immediately to all venue management, security, and usher personnel. Parents seeking a lost child should proceed to the nearest Venue Management, security or usher personnel for assistance in locating their child.
MOBILE TICKETS
Screenshots will not be accepted upon entry. Your phone is your ticket (unless you have printed tickets that were purchased in person at the Kodak Center Box Office or mailed to you from Ticketmaster). Please download the Ticketmaster app, sign in to your account, and locate your tickets in advance. You should save your tickets to your Apple or Google Play Wallet before you enter the building. We do not offer public Wi-Fi and cell service is often limited.
PARKING
Premium parking is available in the small lot adjacent to the building (limited availability), accessible via the entrance at W. Ridge Rd. and Palm St. This lot is free and open to the public during normal Box Office hours (M-F 10am-2pm). There is a $20 charge for events.
General parking is conveniently located across the street from Kodak Center. The entrances to these lots are located on W. Ridge Rd./Primrose St. and Pullman Ave./Primrose St. These lots are always free and open to the public if there is not an event taking place. There is a $10 charge for events.
Handicap parking is available in all lots.
All lots are cashless and accept all major credit cards as well as Apple Pay®, Google Pay® and Samsung Pay®.
If you intend to use a rideshare service like Uber or Lyft, please ask the driver to be safely dropped off/picked up at the side entrance to Kodak Center and not in front of the building on Ridge Rd.
PARKING MAP
Please visit the Directions & Parking page under the Plan Your Visit tab.
PAYMENT TYPES
Kodak Center accepts cash and all major credit/debit cards as well as Apple Pay®, Google Pay® and Samsung Pay® at the Box Office, Gift Shop, and concessions stands.
All parking lots are cashless and accept all major credit cards as well as Apple Pay®, Google Pay® and Samsung Pay®.
Merchandise stands typically accept all forms of payments, but this varies per tour.
PRESALE AND OFFER PASSCODES
All presales and ticket offers are online only, while supplies last. Presale and offer passcodes are entered before selecting tickets and give you access to tickets made available during a special time or at a special price.
Some restrictions and fees may apply. Ticket prices subject to change. All sales are final. Prior purchases excluded.
PRIVACY
Privacy Notice: https://legendsglobal.com/privacy-notice/
Your Privacy Choices: https://yourprivacychoices.legendsglobal.com/
Ad Choices: https://legendsglobal.com/privacy-notice/#ad-choices
Terms of Use: https://legendsglobal.com/terms-of-use/
PROHIBITED ITEMS
-No bags larger than 8.5” L x 6" W x 11” H (the size of a standard sheet of paper and width of a cell phone)
-No outside food or drinks
-No alcohol, illegal drugs, or marijuana (medical or otherwise) in any form
-No weapons or firearms, real or imitation, including pocketknives and other sharp, metallic objects (includes off-duty law enforcement)
-No cameras with external flash or detachable lens or audio/video recording equipment
-No laptops, tablets or e-readers
-No explosives or flammable objects
-No flashlights or laser pointers
-No large golf/pointed umbrellas
-No metal tumbler cups/travel mugs
-No strollers
-No helium balloons
-No instruments or other noisemakers
-No flags or posters
-No animals, except service animals (as defined by the ADA)
ALL PERSONS AND BAGS ARE SUBJECT TO INSPECTION AND ELECTROMAGNETIC WANDING. PATRONS WILL BE ASKED TO RETURN NON-COMPLIANT BAGS AND PROHIBITED ITEMS TO THEIR VEHICLES. VIOLATORS ARE SUBJECT TO REMOVAL.
Special accommodations (medical, dietary, etc.) can be made in advance by calling (585-254-0181) or emailing (info@kodakcenter.com) Kodak Center.
PROMOTIONS
Any promotion or contest in connection with Kodak Center events is courtesy of Legends Global and/or the event promoter and is in no way sponsored, endorsed or administered by Eastman Kodak Company or Meta Platforms Inc.
PUBLIC TRANSPORTATION
Kodak Center is conveniently located on RTS bus routes, just a short walk from the Lake & Ridge stop. Check route schedules at https://www.myrts.com/.
REFUND/EXCHANGE POLICY
All ticket sales are final. There are no refunds or exchanges on tickets purchased for events at Kodak Center that are held as scheduled. In the rare event of a cancellation or postponement, Kodak Center will announce policies and procedures at that time.
PLEASE NOTE: Ticket prices are always subject to change, and artists/promoters/venues occasionally offer specials after the original on-sale date. There are no refunds for tickets purchased prior to a special offer announcement.
RESTROOMS
Restrooms are located on all floors of Kodak Center and are clearly marked. On the main floor, women’s restrooms are located down the hall to the left of the reception desk and men’s restrooms are located down the hall just past the Box Office. On the 2nd floor, women's, men's, family, and all gender restrooms are located inside the concessions area. On the 3rd floor, men's and women's restrooms are located down the hall adjacent to the theater. Restrooms are wheelchair accessible and have baby-changing tables.
SCALPERS AND THIRD PARTY RESELLERS
“Scalpers" and third party ticket brokers/resellers are not recognized ticketing agents of Kodak Center. This includes platforms such as StubHub, SeatGeek, Vivid Seats, etc. Operating as an intermediary, those platforms facilitate transactions between individuals and professional sellers, but do not sell tickets directly. Ticketmaster is the only authorized ticketing agent for all events at Kodak Center.
If you purchase from a non-authorized marketplace or intermediary, you risk purchasing a lost/stolen/counterfeit/invalid ticket that is not valid for admittance into Kodak Center. We will also not have your personal or transactional information in our system and will therefore not be able to communicate with you or provide any customer service.
Anyone who purchases tickets from a scalper, third party ticket broker/reseller/intermediary does so at his or her own risk.
SEATING CHART
Please visit the Theater Seating Chart page under the Shows & Tickets tab.
The pit and orchestra seats are located on the 2nd floor.
The loge and balcony seats are located on the 3rd floor.
Please Note: Theater seats are assigned odd numbers on house right (1-43); evens on house left (2-42); and consecutive numbers in the middle section (101-114). The Theater sections also split between adjacent seats. Therefore, you may have two seats together that do not have the same section or consecutive seat numbers.
SECURITY
All persons and bags are subject to inspection upon entry to Kodak Center. All patrons will pass through electromagnetic wanding. Any dangerous or prohibited items will not be allowed in the building. Patrons will be asked to return non-compliant bags and/or prohibited items to their vehicles. This security process is a condition of entry. To expedite your entry into the facility, please plan to leave metallic objects elsewhere.
Special accommodations (medical, dietary, etc.) can be made in advance by calling (585-254-0181) or emailing (info@kodakcenter.com) Kodak Center.
We thank you for your patience and understanding. The safety of our guests and staff is a top priority.
SERVICE ANIMALS
Service animals as defined by the ADA are welcomed at Kodak Center. Please call (585-254-0181) or email (info@kodakcenter.com) Kodak Center in advance to make accommodations and arrange for aisle seating.
Service animals are:
• Any breed and any size of dog
• Trained to perform a task directly related to a person’s disability
Service animals are NOT:
• Emotional support or comfort dogs, because providing emotional support or comfort is not a task related to a person’s disability
SMOKING/VAPING POLICY
As per Monroe County and New York State Law, smoking is prohibited anywhere in Kodak Center or within 25 ft. of the building outside. Vaping is also prohibited in these areas. Violators are subject to possible ejection from the venue. A smoking/vaping area is available for all events near the parking lot adjacent to the building. Please utilize this area before entering the building as there is no re-entry.
STANDING AND DANCING
During most concerts, guests are permitted to stand immediately in front of their seats. We simply ask that standing guests be respectful of others around them and take seated breaks or move off to the sides or back to avoid blocking the view of other guests for the entirety of the performance. Guests shall not block the aisles or occupy a seat or area for which they do not possess a valid ticket. The theater staff has been trained to intervene when deemed necessary and to use their best discretion to help ensure that guests do not interfere with other guests’ ability to enjoy an event. However, it can be very difficult to fully satisfy everyone in any live event situation. We ask that guests compromise and have some flexibility and understanding.
WILL CALL
If you would like to leave tickets for your guests, please call (585-254-0181) or email (info@kodakcenter.com) Kodak Center.
To pick up tickets from Will Call on event days, please proceed directly to the Box Office prior to going through security check. Please bring a valid I.D. to claim your tickets.