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Thank you for your answer dear Deb
The sellers speak English that's why I needed to make sure of what they meant by box office from someone who had used see tickets before. Renate has bought such tickets before and she could explain to Jolien and Kamille (both from Belgium)
She told them the ticks were given on the spot before the general entrance , so they are less stressed now that they know how they will get their tickets and that it is worth getting there early and queue. They were worried of not getting ticks or getting them too late, but now it's ok