Frequently Asked Questions

Bookings

1. How do I book a ticket online?

   The Cineworld Cinemas Advance Booking Service is a system linking you with the Box Office in real time via www.cineworld.co.uk.

   It is open 24 hours a day via the internet and the phone on 0871 200 2000 (only 10 pence per minute from a BT landline, mobile and other providers may vary). To make your booking, have your credit or debit card ready and follow the instructions. It has been designed to be simple to use but the following information may help you further.

   It is possible to book tickets using the ‘quick book’ engine at the top of the Cineworld home page at www.cineworld.co.uk. The quick book process is simple and easy to use:

   1. Choose your cinema
   2. Select the film you wish to see from the drop down list
   3. Select the date and the performance time
   4. You can book up to 24 seats per transaction
2. What methods of payment do you accept?

   The following cards are accepted: Visa/Delta, Maestro/Switch and MasterCard. Your account will be debited with the reference - Cineworld/Classic Cinemas Limited.

   NB. SOLO and Visa Electron cards are not accepted.

3. How do I know if my booking is confirmed?

   Online

   When making a booking using the Cineworld Online Advance Booking Service, you are required to provide a valid e-mail address. A confirmation email will then be sent to the email address provided with details of your booking and instructions on how to collect your tickets.

   To see if your booking has been successful, simply check your email inbox or use the ‘Check My Booking’ engine on www.cineworld.co.uk/checkbooking and follow the instructions.

   NB. Our Telephone Booking Operators are not able to provide information on bookings made using the Cineworld Online Advance Booking Service.

   Telephone Booking

   Once you have completed the process through our automated telephone booking line or with an operator you will receive a confirmation code at the end of the transaction.

4. Why do you charge a Remote Payment fee?

   A remote payment fee of £0.70 will be payable separately by you to Cineworld's sister company Classic Cinemas Ltd ("CCL") for each cinema ticket purchased from Cineworld, up to a maximum of £4.20 per transaction. This remote payment fee is in consideration of CCL processing remote card payments and transferring your payment for tickets to Cineworld Cinemas. By confirming your booking you are agreeing to pay this remote payment fee to Classic Cinemas Ltd, in addition to the price you pay to Cineworld for your cinema ticket.

   The email confirmation of your booking will set out the details of the cinema tickets purchased and the total amounts paid to Cineworld/CCL. Once this confirmation has been sent the ticket price and remote payment fee are non-refundable.

5. Is it safe to use my credit or debit card to purchase Advance Booking Tickets?

   Online Booking

   Yes. We process your payment via a secure page. You will see 'https' in the URL and a security padlock either at the top or bottom of our payment screen. This means you have accessed a secure area.

   All transaction details - including customer name and credit card details - are encrypted using SSL ("Secure Sockets Layer") for maximum security.

   Further, banking details are never transmitted in clear text through the Cineworld booking system.

   Cineworld Cinemas respects the privacy of its customers. The personal information of customers using the Online Advance Booking service is strictly confidential and used exclusively by Cineworld, unless you agree otherwise, to process ticket purchases and to better understand our visitors' use of the site.

   Cineworld customer details are retained by us only for the purposes of the booking transaction and are not sold or otherwise transferred outside the company without your prior consent.

   Telephone Booking

   When making a phone booking, your card details are recorded during the call and directly passed across a secure network to the server at the cinema and stored securely on site. No store card security codes are retained with our telephone booking provider.

6. How do I collect my tickets?

   Your tickets are available at your chosen cinema for collection as soon as the booking has been confirmed, and remain available until the start of the selected performance.

   All Cineworld Cinemas are equipped with Advance Booking ticket collection points (ATMs). Simply take the same credit or debit card with you to collect your ticket/s from the ATM at the cinema box office foyer. This process is only used to retrieve your tickets; no further charges will be applied to your credit or debit card.

   NB. To make the most of your booking, we suggest that you collect your tickets 20 minutes before the performance commences. Tickets not collected 10 minutes after the performance time has started will be cancelled.

7. I want to book a ticket for a date that isn't displayed

   Cineworld's film performance programming only runs for a week in advance, running from a Friday to the following Thursday. Blockbuster films, one day specials and other large events may be abailable to advance book more then seven days in advance.

8. Can I edit my booking? For example to change a date or add/delete tickets isn't displayed

   Cineworld is unable to alter existing bookings. However, you can make another booking and Cineworld Customer Services Team will issue you with a refund for the initial booking. Please contact our Customer Service Team on 0870 777 2775 once you have rebooked.

9. Can I cancel my booking?

   Cineworld have a non-refundable ticket policy.

Ticket Types

1. Where can I find the ticket prices?

   Ticket prices are displayed on each cinema pages. Our prices vary depending on the day of the performance or from one cinema to another. When booking online you will be asked to choose between different ticket types (e.g. adult, child, Student).

2. Up to what age can I buy a child ticket?

   Children up to and including the age of 14 can use child tickets. 15 to 17 years old are charged as a student price (proof of age may be required). 18 years and above should purchase adult or student (proof will be required) tickets

   Age Categories for Cineworld Cinemas Tickets

   Ticket type	Age restriction where applicable	ID required
   Babes In Arms*	Free for infants under 18 months old.	ID not required
   Children	Up to 14 years old	Proof of age may be asked
   Students	15 to 17 years old	Proof of age may be asked
   Students	18+	NUS Card Or Local College ID
   Senior Citizen		OAP Card OAP bus pass / Freedom pass, State pension letter.
   Adult	18 years and over	Proof of age may be asked
   Family (4 persons)	2 Child + 2 Non-child (adult/senior/NUS 18+) or 3 Child + 1 Non-child	Proof of age may be asked

   * Babes In Arms means any child under 18 months of age. Children aged 18 months+ will need to pay the full child price. We are happy to admit Babes In Arms into a morning or afternoon performance with a U or PG certification.

   In order to participate in the family ticket deal, all customers must watch the same film.

3. Can I take my baby to the cinema?

   We are happy to admit Babes In Arms into a morning or afternoon performance with a U or PG certification.

4. What is a family ticket?

   A family ticket comes in combinations of 4 tickets, which should include at least one (1) adult, two (2) children with the fourth ticket being of any ticket type. By booking a family ticket you will get a discount on the total price. A family ticket is cheaper than four tickets paid for individually.

   In order to participate in the family ticket deal, all customers must watch the same film.

Performance Types

1. What are VIP screenings?

   A glass box with privately controlled sound system and between 12 - 20 seats. This is reserved seating and only available at selected Cineworld Cinemas.

2. What are Delux screenings?

   Reserved seating in comfy chairs and bar service (normal age restictions apply). Only available at selected Cineworld Cinemas.

3. What are Movies for Juniors?

   At 10am on Saturday mornings, selected sites offer 3 special screenings with pre-show entertainment for our younger customers. All tickets are priced at £1.00 per ticket, and a child must accompany all adults.

4. What are Early Birds?

   Discounted ticket prices at selected Cineworld Cinemas for performances before 12pm.

5. What is Bargain Tuesday?

   Watch any of the latest moves at rock bottom prices. Only available at selected Cineworld Cinemas.

6. Do you participate in Orange Wednesdays?

   Cineworld in conjunction with Orange offer customers the 'Orange 241 deal'. Orange customers need to text the word 'FILM' to '241' on their mobile phone. Orange will send them a code via text message. When purchasing a ticket at box office, the customer will need to show the staff member their phone and text message to receive their free ticket.

   NB. Customers need to produce their mobile phone to participate. Customer cannot book via the Cineworld Advance Booking Service for this offer.

   All cinemas participate with the exception of Cineworld Dublin and Jersey.

7. What are the current film classifications?

   Cineworld will not admit a customer into a film that does not look the correct age for the film certification. Cineworld reserves the right to challenge a customer on this issue, as it is not just Cineworld policy, but also the law. Customers maybe asked to provide proof of age in the form of a birth certificate, passport or bus pass that displays the customer's date of birth.

   All our cinemas display POS (Point of sale posters) at box office, advising of this policy.

   Film Classifications

   Universal

   It is impossible to predict what might upset any particular child. But a 'U' film should be suitable for audiences aged four years and over. 'U' films should be set within a positive moral framework and should offer reassuring counterbalances to any violence, threat or horror.

   Parental Guidance

   Unaccompanied children of any age may watch. A 'PG' film should not disturb a child aged around eight or older. However, parents are advised to consider whether the content may upset younger or more sensitive children.

   12A

   No-one younger than 12 may see a '12A' film in a cinema unless accompanied by an adult. Responsibility for allowing under-12s to view lies with the accompanying or supervising adult.

   15

   No-one younger than 15 may see a '15' film in a cinema.

   18

   No-one younger than 18 may see an '18' film in a cinema.

   Go to www.bbfc.co.uk for further details

Disabled Access

1. I need to book a ticket for a wheelchair user - how do I do that?

   Cineworld will attempt to put you in touch with your chosen cinema. Please contact our Advance Booking Team on 0871 200 2000 (only 10 pence per minute from a BT landline, mobile and other providers may vary) between 10am - 10pm and select 'More Options' from the main menu.

2. Do you accept CEA cards (Cinema Exhibitions Association)?

   Yes. Any customer who receives DLA (disability living allowance) is eligible to apply for a CEA card. This card will allow their accompanying carer to a free ticket. For more information and application forms customers can access the website at www.ceacard.co.uk

   At Cineworld Cinemas, we are committed to offering maximum accessibility and we strive to provide facilities that meet the requirements of all our customers.

   The Cinema Exhibitors' Association Card (CEA card) helps us to ensure that reasonable support is made available to you. If you require a carer, simply apply for your CEA card by picking up an application form from our foyer or from www.ceacard.co.uk. Your 'CEA card' will entitle your accompanying carer to a free seat. This policy is valid at all times.

   A £5.00 admin fee is payable to process the application and proof of DLA will be required.

3. Which of our cinemas has less than full wheelchair?

   We are committed to providing wheelchair access at all our cinemas where possible. The majority of our cinemas have full or restricted disabled toilets access.

   The following list shows which of our cinemas have less than full wheelchair access or restricted access to certain screens. Please contact the cinemas directly on the numbers shown below to obtain more specific information.

   • Fulham Road (0207 370 2110)
   • Hammersmith (0208 748 2388)
   • Shaftesbury Avenue (0207 434 0032)
   • Crawley (0129 353 7415)
   • Restricted access to the Café Bar: Harlow
   • No wheelchair access to the cinema: Chelsea and Haymarket

   In addition we have the following facilities:

   • Automatic front doors are available at certain cinemas
   • Disabled parking spaces and foyer seating are available at certain cinemas

Unlimited

1. What are the benefits of the Unlimited card?

   The key benefit is "Unlimited" cinema: you can use the card to go to Cineworld's cinemas as often as you like!

   There are also other benefits:

   • You can choose to receive regular email newsletters, updating you on the latest film releases, exclusive Unlimited cardholder offers/competitions, and invitations to Cineworld exclusive advance screenings. The easiest way to start receiving these newsletters is to register your email address at www.cineworld.co.uk/unlimitedemail
   • Money off vouchers/exclusive offers for food and drink in our concession and bar areas.(from time to time)
   • Invitations to Cineworld exclusive advance screenings in selected Cineworld Cinemas.(from time to time)
   • Exclusive Unlimited movie focused competitions.
2. How do I apply for an Unlimited card online?

   Becoming a Cineworld Unlimited cardholder couldn't be easier using our online application process. Here's what you need to do:

   Once you have confirmed which type of Unlimited card you wish to purchase online, there are two sections to complete:

   1. About you - add your name, address, telephone numbers and email address. You also need to upload a recent passport sized digital photo of yourself from your computer - why not take the perfect picture using your mobile phone!
   2. Payment details - enter your credit or debit card details to pay for either your first month or year in advance, depending on the actual plan you decide is best for you. If you opt for the monthly plan you will also need to add your bank details - required for the monthly direct debit that will be set up on your nominated bank account. Please note the Unlimited offer is subject to a 12 month minimum subscription. Please refer to terms and conditions.

   You will then get a confirmation page summarising the details provided in your online application. Debit/credit card payment confirmation will also be given. You will have 7 working days in which to cancel the agreement if you change your mind. Once you start using your temporary pass your membership will become active and you will lose these cancellation rights. The page can be printed for your records. The same information is provided on a confirmation email, sent to the email address you provide on the 'About you' page.

   This confirmation page and email contain your temporary pass number and details of your Unlimited card membership. Please use it to gain admittance to any Cineworld Cinema whilst you await the arrival of your permanent card. Simply print the confirmation page and present it at the box office with one other form of identification to start watching Unlimited Cinema!

3. What do you need to have with you before you start the application process?
   • A recent passport size digital photo of yourself
   • The ability to make a payment by debit or credit card
   • Your bank details if you wish to go for the monthly plan which is paid for by direct debit.
4. What do I pay for when I go through the online application process?

   If you selected the monthly plan option you will need to firstly pay for the first month of card usage by debit or credit card. You will also need to supply your bank details to enable us to set up your monthly direct debit.

   Your Unlimited Membership will commence immediately with your first month's payment by debit/credit card also processed straight away. The second payment will be taken by direct debit one month after you sign up and then continue on a monthly basis thereafter for as long as you remain an Unlimited customer.

   If you have selected the annual plan version you will need to pay for the year in advance using a debit or credit card.

5. Can someone else pay for my Unlimited card for the online application process?

   Yes, it is possible for someone else to pay for your Unlimited card. There are two alternatives, depending on whether you choose the monthly or year in advance option.

   Year in advance: the payer can enter their debit or credit card details in the payment details section.

   Monthly plan: You will need to indicate in the tick box (under the Date of birth question) of the About you page that someone else will be paying your direct debit. The payer can then enter their debit or credit card details on the Payment details page, and also enter their bank account details needed to set up the direct debit, which will start from the second month of your subscription. The payer will receive a separate email confirming their payment details, which will also summarise the information about you. They will also receive an email before the first direct debit is taken from their bank account, to let them know that the direct debit has been set up.

6. How do I get a recent passport sized photograph?

   The customer's photograph is printed on the front of the Unlimited card so that cinema staff can check that the person who is using the card is definitely the cardholder.

   The easiest way to get the right type of photograph of yourself is to use a mobile phone camera.

   Simply choose a well lit area with a light background and take a photo of your head so that it fills the screen with a little of your shoulders visible.

7. How do I upload a photo from my mobile phone?

   You will need to move the picture file onto the computer you are using to apply online for an Unlimited card. This will vary depending on the camera phone you are using but can be done by Bluetooth or emailed from your phone. The most important point to remember is that the picture file must be saved in JPEG format - with a .jpg file name extension. If this format is not the default on your camera phone you will need to save the picture file as a JPEG and rename it to include “.jpg” at the end.

   The photograph is a very important part of the application process - cinema staff need to be able to recognise that you are the Unlimited cardholder when they ask to see your card.

   It is your responsibility to provide a photograph that is a good likeness of you. If cinema staff cannot recognise you in the card picture they will retain the card - you then risk automatic cancellation of your Unlimited account.

   Important things to consider when uploading your photograph

   (a) Photographs should be in colour
   (b) Maximum file size of 1Mb with a sharp/in-focus image (min resolution 171 x 230 pixels)
   (c) Photograph must be of the applicant only
   (d) Size should be no smaller than 40 x 30mm
   (e) Photograph must be portrait (tall) format
   (f) Photograph must be taken with a light background in a well lit area
   (g) Photograph must be saved in JPEG format, with a .jpg file extension. E.g. myphoto.jpg"

8. What do I do if I get stuck half way through the online application process?

   Contact the Unlimited helpline team on 0870 777 2775. They will try to help you through the part of the online application form that you feel unsure about.

9. How long does it take before I get an Unlimited card to use in the cinema?

   It should take no longer than two weeks to receive your Unlimited card by post, as long as all your details were submitted correctly.

10. Can I start watching films at cinemas before my card arrives?

    Yes you can! Just print out your confirmation page or confirmation email and present it at the box office every time you visit a Cineworld cinema. The confirmation page/email details your unlimited temporary pass number and payment confirmation and must be presented along with one other additional form of identification.

11. Who do I contact if my Unlimited card does not arrive?

    If you have not received your Unlimited card after two weeks please call the Unlimited helpline on 0870 241 3445.

12. Can I sign up for an Unlimited card if I am under 18 years?

    Yes, you can but payment of your account must be paid for by someone over the age of 18 years or must be paid in full.

13. What do I do if I change my address before my card arrives?

    Please contact the Unlimited helpline on 0870 241 3445.

14. I have an Unlimited Gift Voucher, can I sign up online?

    Unfortunately it is not currently possible to sign up online using a gift voucher. Please take your voucher into your nearest Cineworld cinema to process your application

MyCineworld

1. How do I register for the weekly film times email?

   Simply create a MyCineworld account and tick the Mycineworld newsletter box at the bottom of the registration page. You will then receive a weekly film times email, keeping you up-to-date with what's on and when for your favourite cinemas selected.

2. When do I receive the weekly email?

   The weekly email is sent every Thursday and contains performance times for the cinema week beginning the following Friday.

3. How do I modify my MyCineworld account?

   Log on to your MyCineworld account and click on "My account". Change your details on the registration form and click update.

Other Questions

1. Does www.Cineworld.co.uk use Cookies?

   Simply create a MyCineworld account and tick the Mycineworld newsletter box at the bottom of the registration page. You will then receive our film times email every week, keeping you up-to-date with what's on and when for your favourite cinemas selected.

   • If you are using Internet Explorer Please note that Cookies and Javascript have to be turned on to make the most of the site
   • On Safari, Javascript has to be enabled.
2. Can my children go to the cinema unaccompanied?

   Children under 8 years old cannot attend a screening unaccompanied (regardless of film certification). They should be accompanied by an adult aged18 years or older.

   Children under 12 cannot attend a screening unaccompanied after 8pm (regardless of film certification).

3. Can school children visit cinemas during the day in term time?

   We work closely with local Councils to do our part in not supporting truancy. Therefore, Cineworld will not admit School children into the cinema during school hours. Children who wish to visit the cinema during these hours will need to produce a letter from the school on headed paper giving us authority to admit them entry. Any child who does not produce a letter will be turned away even if they are off school for legitimate reasons. So we urge parents to ensure their child obtains a letter from the school to avoid disappointment.

4. Can I bring in my own food and drink?

   Cineworld have a strict NO FOOD AND DRINK policy. We reserve the right to refuse customers entry into the screens with food or drink bought outside the premises. All our cinemas display the necessary signage, advising customers of this policy.

   As a food operator we offer a wide range of drinks and snacks to satisfy our customers but also protect our cinema furnishings and customers clothing. Not all movie-goers are considerate of others in their snack choices and we have needed to set clearer guidelines on what is appropriate.

5. How long are the adverts and trailers?

   Ads and trailers normally last an average of 15 minutes before the actual film begins.We ask customers to collect their tickets at least 20 minutes before performance to make the most of their booking

6. Can I use my free pass for all films?

   When "No passes" is shown in the newspaper adverts, posters, press or leaflets this means complimentary admission tickets cannot be used. Orange 2 for 1 tickets or the Unlimited card are still valid.

7. Do you have any current job vacancies?

   Please click here toi visit our careers pages where you can view and apply for our current vacancies.