Cineworld Reopening Frequently Asked Questions | COVID-19 Customer FAQ (updated)

What is Cineworld doing about COVID-19?


When will Cineworld reopen? 

Our cinemas in England are now open, Wales will re-open on Friday, August 14, and Ireland, Jersey and Scotland are due to re-open on August 26, subject to local government restrictions.

What about cinemas in areas of local lockdown?

At Cineworld, our main priority remains the safety of our customers and employees. We, of course, follow all instructions and regulations from the local authorities and in areas where directed, certain cinemas may need to close until restrictions are lifted.

Is it safe to come to Cineworld?

The health and wellbeing of our customers and employees is our top priority. We are following government guidelines in order to make cinemagoers feel as comfortable and provide a safe but enjoyable cinema experience.

What safety measures have been put into place?

In light of the ongoing coronavirus pandemic, we have put a number of safety measures in place to provide a safe environment for our employees and guests. These include social distancing, staggered film start and end times, hand sanitising stations and more. Click here to find out more

Are face coverings mandatory for customers and your employees?

In line with government guidelines, face coverings must be worn in the cinema but can be removed when eating and drinking. Our employees will be provided with masks and/or visors as part of their uniform and in addition, all employees will receive specific COVID-19 training. .

Is anyone exempt from wearing a face covering?

You should follow the government guidelines on face coverings and exemptions. You can find details here:

How is social distancing enforced?

All employee and customer areas are arranged and managed so as to promote and maintain social distancing within our cinemas. Additionally, we have updated our seating maps to ensure social distancing is maintained while still allowing families and friends to sit together. This varies based on local government guidelines, capacity, and the size and layout of the auditorium.

Is Cineworld supporting Coronavirus (COVID-19) Contact Tracing schemes?

Yes, we are taking part in public health authorities’ Coronavirus (COVID-19) Contact Tracing schemes in England, Wales, Scotland, and Ireland. To find out more, please see 15. Coronavirus (COVID-19) Contact Tracing (Section 4.11) of our privacy notice.

If you would like to opt-out, you can do so by contacting Customer Services by email ([email protected]) or telephone (0333 003 3444). You can also exercise your rights more generally in relation to our use of your personal information as set out in the ‘How to access your information and your other rights’ section of our privacy notice.

Is food available at the cinema?

You will be able to purchase a selection of cinema snacks, however in some areas, we will temporarily have a limited menu whilst we get back up to speed. As usual, customers are also welcome to bring their own cold food and non-alcoholic drinks with them.

Can I access My Cineworld account now you are reopening?

Yes, you can! My Cineworld accounts have been enabled again – click here to login. As usual, this will allow you to book tickets online and manage your Unlimited subscription.

I have a My Cineworld Plus account. What happens to my account? 

We will be extending the membership of all My Cineworld Plus accounts for the total duration that we were closed. The same will happen for any food vouchers you were unable to redeem while we were closed.

My Cineworld gift card has expired, or will expire soon. What do I need to do?

Now that we are re-opening, simply get in contact with our customer services team via email on [email protected] and we will replace your gift card for you.

My Cineworld gift box has expired, or will expire soon. What do I need to do?

All Christmas Gift Boxes will be automatically extended. Likewise, all other Cineworld gift boxes purchased ahead of our closure will have been extended. More details to follow.

I received complimentary ticket codes or retail voucher codes that have expired/are due to expire. Will I get new ones?

Now that we are reopening, simply get in contact with our customer services team via email on [email protected] and we will be able to look into this for you. 

How do I get in contact with you?

Our call centre is now back open, so you can call us on 0333 003 3444 or get in contact via email on [email protected] 

I am an Unlimited member. What is happening to my membership?

We will be in contact with all Unlimited members soon to provide details on their individual circumstances.

If you are a monthly member with an outstanding balance from prior to our closure, or have cancelled your direct debit, we will be in contact with more details. You can make a missed payment here and give consent to reinstate your direct debit here.

All members will also receive one free ticket to a standard 2D performance so you can treat one of your friends to a Cineworld visit, valid until the end of September! This ticket is available to all Unlimited members who have an active Direct Debit and no outstanding balance on their accounts as of the opening date. We will automatically email you the ticket as we reopen so you will not need to get in touch with us to claim your free ticket.

What if I am still shielding and unable to use my Unlimited card?

If you have a monthly premium membership, we can freeze your membership for up to 3 months. If you have an annual membership or you have a monthly membership in its first year, this is not possible but we appreciate that these are unprecedented times. We will, therefore, work with you on an individual basis to find the best solution to keeping your membership whilst you feel unable to attend. To discuss your membership, simply give our Unlimited team a call on 0333 003 3444.

What films will I be able to see at Cineworld?

Alongside the new film releases coming up, we will be showing classics and films that were released earlier in 2020. Find out what films are showing at your local Cineworld by checking what's on here.