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We have answers to some FAQs on the following subjects which you might find helpful:

Online Bookings

Q) Why can't I see what's showing this Friday?
A) We update our schedules overnight every Monday, which means that we are unable to confirm everything we'll be showing from a Friday until the Tuesday before.

Q) Why can't I choose my seats online?
A) If you aren't asked where you would like to sit it is likely that you’re booking for a show with unreserved seating, which means that you just choose where to sit when you enter the screen.

Q) I don't have a printer! How do I use my e-ticket?
A) That's okay! Just make a note of the booking reference on your email and bring it to any till (or ticket machine where applicable) in the cinema along with your payment card. Alternatively show us the barcode on your smartphone and we'll scan it from there.


Q) Can I buy a Membership as a gift?
A) Yes! Pop into your local Picturehouse or give us a call on 0871 902 5747 for further details.

Q) I recently became a Member but still haven't received my Membership card. How do I get one?
A) We don't send Membership cards in the post. Once you have bought your Membership (online or over the phone), you may collect your card from the Box Office at any time.

Q) Why do free Members' previews 'sell' out so fast?
A) We arrange Members' previews with the relevant film's distributor and very often share the auditorium with a media partner. This allows the distributor to generate extra publicity for the film by offering a newspaper half the available tickets, while we get to have the previews in our cinemas and offer the other half to our Members. As you would expect demand for our half of the tickets is extremely high and we endeavour to publicise as clearly as possible when tickets are made available (make sure you are subscribed to the relevant cinema email newsletter). It is important to state that previews are a perk for Members and we cannot guarantee them or that every Member will get a ticket.

Family Tickets

Q) How does your Family ticket work?
A) OK, it’s a little strange but what you have to do is enter the actual number of tickets you want. So, if it’s a Family 4 ticket (a ticket for a family of 4) then you need to enter "4" into the box. This is to make sure that four seats are reserved for you. If you only enter "1", then only one seat will be reserved and you’ll have to buy the other three when you arrive at the cinema. The Family 4 tickets are only applicable for 2 Adults and 2 children or 1 Adult and 3 children.

Children and Young People

Q) Can my children come to films?
A) Anyone can come to U or PG films. However, we do stipulate that children under 5 are accompanied at all times and children under 7 are accompanied for films starting after 7pm. We also ask that babies are taken out if they cause disturbance to other customers (except in Big Scream screenings).

Q) What does 12A stand for?
A) 12A stands for "12 Advisory". Anyone can go to these films but children under 12 must be accompanied by someone over 18.

Q) What about the other certificates?
A) No one under the age of 15 can go to films certified 15 and no one under the age of 18 can go to 18 certificate films. We don’t have any discretion about these age rules – it’s the law and we could lose our licence if we don’t enforce the rules. This even includes babies – even though they are unlikely to take much in! The only exception is for Big Scream films. You can find out more about film certification at

Programme Information

Q) Why aren't you showing a film listed in your programme?
A) While we make every effort to ensure that the information in our programmes is accurate, we do sometimes have to make last-minute amendments or cancellations. For the most up-to-date information, please check this website or call the booking line.

Telephone Information

Q) The automated message gives me the option to hear what's on or to press '0' to book tickets. How do I speak to someone about something else?
A) Press '0' anyway; we'll be happy to assist you with any queries you have.

Q) How much does it cost to call the booking line?
A) 13p a minute plus your telephone company's access charge.

Card Types

Q) Do you take American Express?
A) Sorry, no we don't.


Q) Do you use cookies on your website?
A) Yes, there are various cookies. You can find more details here.

Personal data

Q) Do you share customer data with third parties?
A) We are completely committed to the principle of not providing our customer lists to third parties. We will only hand over personal information when there is a statutory obligation for us to do so (e.g. Section 109 of The Enterprise Act 2002). We never pass on your personal details to third parties for marketing purposes.

Need more help? Give us a call on 0871 902 5747 (calls cost 13p per minute plus your telephone company's access charge).