Space Explorers: L'INFINI FAQ – Universe Help Center

GENERAL INFORMATION

Duration: 1 hour
Age requirement: 8+. Children aged 8 to 12 must be accompanied by a person aged 14
or older.
PREMIUM tickets offer you an extra 10 minutes in space. You'll have more time to
explore the ISS, and create unforgettable memories
Tickets purchased in person on-site are subject to a fee of 1$ + taxes per ticket
Please consult the FAQ for additional questions

OPENING HOURS

Monday, Tuesday, Wednesday, Thursday & Friday: 11 AM to 8:40 PM
Saturday: 10 AM to 8:40 PM
Sunday: 9:20 AM to 8:00 PM
CORPORATE AND SCHOOL GROUPS

We're happy to help you plan your group visit.
Please contact Maria Casale at groups@theinfiniteexperience.world.

THE EXPERIENCE

What happens during the event?

Space Explorers: THE INFINITE is the largest immersive space exploration experience.

Get ready for a unique immersive experience inspired by NASA's missions that takes you into space aboard the International Space Station. During this unique journey, you'll have access to never-before-seen 360-degree video captured in space using state-of-the-art technology.

You can now get a unique perspective on the daily life of astronauts and experience space exploration up close, all without ever leaving Earth.

The experience is presented as a journey and lasts approximately 55 minutes - 40 minutes of which are in VR.

How long does the experience last?

Please expect to spend about 50 minutes with us. This does not account for any wait time could incur.

In what language is the experience presented?

The experience is presented in English with French subtitles.

Is the experience accessible for children?

The experience is accessible to those who are 8 years of age or older. Children aged 8-12, will need a waiver signed by their parent/guardian before starting the experience. Children under the age of 8 will not be admitted, to include little ones in baby carriers, as it is not recommended by VR manufacturers.

What model headset of VR are used during the experience?

During your visit you will be wearing an Oculus Quest 2 that has a resolution of 1832 x 1920 pixels per eye.

Can I take pictures or record the experience?

Yes. We invite our guests to take photos and videos for personal use only and would love for you to tag us at @theinfinite.experience and #spaceexplorerstheinfinite.

Please note, the use of flashes and tripods are strictly prohibited. Press photography (and any other photography for professional use) is also prohibited unless authorized and accompanied by a staff member.

Is it possible to sit during the experience?

No. The experience is made for you to wander the space for around 50 minutes. For individuals with reduced mobility, we are happy to accommodate you. Please see more information below.

Is it possible to wear eye glasses?

The use of contact lenses is preferable to enjoy an optimal experience. Otherwise, the VR device will be placed over your eyes.

According to official documentation from Oculus, if you need to wear eye glasses, it is recommended that glasses are 142mm or less wide and 50mm or less high. Anything larger will most likely have trouble fitting in the Quest 2 headset.

Do you offer guided visits?

We offer on-site guest attendants throughout each phase of the experience. Although we do not offer guided visits, you will always be able to interact with one of our staff members for any needs and or questions.

Is the experience the same for everyone?

No. THE INFINITE is an experience that is different for every visitor. Each visitor explores the International Space Station in their own way.

What age group is the experience for?

THE INFINITE is perfect for families with children aged 8 and over. Children under the age of 8 will not be admitted, to include little ones in baby carriers, as it is not recommended by VR manufacturers.

Children between 8 and 12 will have the opportunity to dive into THE INFINITE either in augmented reality with a tablet or in virtual reality with an OCULUS mask. However, they will only be able to do the latter if their accompanying parent or legal guardian signs a waiver beforehand acknowledging the risks and authorizing the activity. Children between 8 and 12 years old must be accompanied by an adult. Please note that the accompanying adult won't be able to supervise or assist the child during the VR portion of the experience.

Is it necessary to dress a specific way for this experience?

We recommend you dress comfortably and wear comfortable shoes as you will be moving around the space freely. For your safety, we do not permit high-heeled shoewear. Hats and caps are also not recommended due to the VR headset.

For the safety of others, backpacks (even small ones) are not permitted. Only small side handbags will be allowed.

Is this the same experience that was shown in 2021? What is the difference?

This is a new version of the INFINITE with updated content, and new installations!

Is the experience accessible for people with reduced mobility?

Yes, with certain conditions.

The exhibition is outfitted with ramps, and all entrances and exits are designed with a wide enough space for manual wheelchairs, canes, walkers, or alternative manual mobility devices.

Please note: Motorized wheelchairs are not permitted as they can damage our floor-mounted equipment.

For those with reduced mobility (RM), we have a few different options available to accommodate you, please see below.

For guests with reduced mobility and requiring the assistance of a companion:

To provide better guidance and a more enjoyable experience, companions of people with reduced mobility are strongly encouraged to do the virtual reality component. The intention is for both parties to share the virtual universe. One companion is entitled to free admission. Manual Transport Wheelchairs are available on-site, free of charge for visitors.

Guest with reduced mobility attending alone:

During the virtual reality component of the experience, we can activate a slightly larger virtual protection radius around you. This is to help visitors respect your distance while you’re in the virtual space.

Options for Motorized Wheelchairs:

As the weight of some motorized wheelchairs may damage the sensitive technology underneath the free-roaming part of the virtual experience, we cannot accommodate all types of motorized vehicles. In these instances, you have the three following options available to you:

Motorized Wheelchairs that can be put in manual mode and operated like a Manual Transport Wheelchair.

You’re entitled to free admission for your companion, who is encouraged to do the virtual reality component with you.

For those in Motorized Wheelchairs who cannot operate in manual mode, there’s also an option to see an edited seated documentary version that lasts approximately the same duration as the free-roaming part of the experience. While not interactive, it’s a 360-degree immersive documentary that lets you experience life aboard the International Space Station.

We can provide Manual Transport Wheelchairs on-site, free of charge.

We highly advise you to call in advance if you require one of our Manual Transport Wheelchairs to ensure it will be reserved for you.

Are backpacks allowed into the experience?
For the safety of others, backpacks (even small ones) are not permitted.

Is there any merchandise for sale on site?

Yes, there is INFINITE merchandise available to purchase on site.

Where can I find out more about the event/event organizers?

Space Explorers: THE INFINITE was created by INFINITY Experiences in association with TIME Studios. INFINITY Experiences is a joint venture founded in April 2020 by Studio PHI and Felix & Paul Studios. For more information, visit https://theinfiniteexperience.world/en/montreal/about

BOX OFFICE

Where can I get tickets?

We recommend getting your tickets ahead of time through the UNIVERSE WEBSITE.

What methods of payment are accepted?

Accepted methods of payment are credit and debit cards. Please note that cash and AMEX are not accepted.

Can I move my tickets to another date?

Time & move changes are permitted up to 48 hours in advance, so long as availability allows. You can change the date and/or time of your order on the My Tickets page in your Universe account by following the steps below or you can reach out to our customer service team via email: boxoffice@theinfiniteexperience.world

Log-in to your Universe account, go to your Tickets page and locate the order you want to change.

Select the 'More" button beside the 'View Order' button and click 'Change Date' from the drop-down menu.

Once you select the ‘change date’ option, a pop-up will appear. Select the new date and time for your order and click ‘confirm new date’.

You’re all set! An updated confirmation email with your new date and timeslot will be sent to the email address assigned to the order and each ticket holder.

What happens if I am late for my time slot?

If you miss your check-in time, you should speak to a staff member when you arrive for assistance, and if possible, we will try to accommodate you by giving you access to the site upon your arrival, or else sadly, you will lose your ticket. Being on time is essential—as if you were getting ready to board a spaceship!

Is it possible to transfer a ticket to someone else?

If you wish to transfer ownership of your ticket to another person, you can do so from your Universe account. Tickets can only be transferred individually. Once you've transferred a ticket, we cannot undo the action. Any order with a transferred ticket will become non-refundable.

Is it possible to buy a ticket at the door?

It is possible to purchase tickets on-site. However, we highly recommend getting your tickets in advance!

Do I have to print my ticket?

It is optional to print your ticket. Please make sure to have it with you either digitally or printed. We recommend digital proof of purchase.

Can I come back a second time for free?

Please note that tickets for the experience are valid for one entry only.

Can I refund my ticket(s)?

All ticket purchases for The Infinite: Space Explorers are final sale. No refunds will be made, and no order can be canceled. For more information, please go to the conditions of sale accepted before the purchase. The refund policy is noted on the experience display page.

Are school group visits offered?

Yes, THE INFINITE is a great activity for schools and day camps interested in exploring STEM, art, and technology. We offer preferential pricing for school groups and will work with you to create a fun and enriching experience for your students. For more information, please don't hesitate to contact us at groups@theinfiniteexperience.world.

Are corporate or private group tours available?

Yes, we can accommodate corporate and or private groups! Please get in touch with us at: groups@theinfiniteexperience.world

Do all the members of my group have to be together to register?

Yes, if you want to do the experience together. If your group may arrive at different times, we suggest you order your tickets separately.

I never received an order-confirmation e-mail and/or ticket.

Please check your email. You should have received an email from Universe with your ticket included right after purchasing. If you still cannot locate your ticket, log in to your Universe account and select 'My Tickets'.

LOCATION AND PARKING

Is there parking available?

THE INFINITE does not offer parking, but a paid parking service is next to Montreal's Old Port venue. Alternatively, you can find city-operated parking spots around the area.

Are there lockers and or a coat check on site?

Lockers with keys are at your disposal. It is important to access them before entering the experience.

What are the closest metro stations?

The closest Metro stations are Place d'armes & Champ-de-mars.

Are there bathrooms available at the venue?
Yes, we have bathrooms at your disposal.

Where is the event located?

Location: Old Port of Montreal
2 de la Commune Street West, Montreal, Quebec H2Y 4B2

HYGIENE AND SAFETY

Can the virtual reality experience be uncomfortable or unsuitable for certain people?

The virtual reality experience is safe and enjoyable but potentially uncomfortable for certain people. It is not recommended for people with claustrophobia, heart problems, a history of seizures, epilepsy, or sensitivity to flashing lights or 3D.

People prone to motion sickness are also more likely to experience discomfort using a virtual reality headset. Vertigo may persist and increase within a few hours of use. Symptoms may also include drowsiness. These symptoms may increase the risk of injury when undertaking normal activities in the real world.

For those who experience motion sickness or vertigo, we have a few options:

You may enjoy the experience with the use of a tablet and augmented reality technology. The tablet version will allow visitors share the same experience alongside their friends and family and see what they're seeing.

We've also created an edited, seated, documentary version that lasts approximately the same duration as the free-roaming part of the experience. While it's not interactive, it's a 360-degree immersive documentary that lets visitors experience life aboard the International Space Station.

Can children do Virtual Reality alone?

Children age 8 to 12 must do the experience accompanied. THE INFINITE is an experience suitable for families with children eight years and older. Under this age, children will not be admitted, even in a baby carrier, for safety reasons. We recommend that children ages 8-12 do the augmented reality experience with a tablet, as virtual reality headset manufacturers do not recommend their use in children under 12. If an accompanying parent or legal guardian wants their child to experience it in VR, they must sign a waiver on-site acknowledging the risks and authorizing the activity. Please note that the accompanying adult cannot supervise or assist the child during the VR portion.

Are service dogs allowed?

Due to the nature of the multi-user tracking technology, we permit service dogs for the Space Walk portion of the experience only. These visitors would, unfortunately, be limited to the seated experience to reduce the possibility of collision with other users in virtual reality. They’re equally entitled to a free ticket to accommodate a companion.

What are the accessibility options for a visually impaired individual?

A visually impaired individual visiting THE INFINITE will be limited to the seated experience. For their safety and the safety of other visitors, this reduces the possibility of collision with other users in the virtual reality space. A visually impaired individual is entitled to a companion whose entry would be free of charge. Please call us, or write us if you would like any further information at: 1 8776402439 or boxoffice@theinfiniteexperience.world

Can I bring a stroller with me?

Due to the nature of the exhibition, strollers are not permitted.

I have hearing aids, is it possible to do the experience?

You can still do the experience with hearing aids, please note that the headsets have headphones attached to them and that the volume can be adjusted as needed.

For visitors who are hearing impaired, English subtitles are available.

VR CODE OF PRACTICE FOR AN OPTIMAL EXPERIENCE

Please be attentive to the experiences of others, by staying silent or speaking very quietly (if necessary) when addressing to others.

Please pay attention to the instructions from our team, and follow their advice and tips carefully to ensure you have the best experience possible.

Please be respectful of the sensitive equipment and handle it with care.