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FAQs

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


Booking Fees

Q) Do you charge a fee for booking tickets online or by telephone?

A) Yes. When you book cinema tickets online through our website or app, or by telephone a booking fee of £1.50 per transaction will usually apply. The booking fee is payable in addition to the price of tickets.
The booking fee represents a charge for the convenience of being able to book tickets in advance wherever you are and also helps us to cover the costs involved in running our website and remote booking services.

Booking fees do not apply to tickets purchased in person at our cinemas.

Q) Does your online and phone booking fee apply to all tickets?

A) The online and phone booking fee will apply to most ticket types, but currently the following are exempt:

  • CEA carer tickets
  • Charity Screenings
  • Certain promotional tickets (where individual promotion T&Cs state that the fee does not apply)



How to book

Box office
All our cinema will open at least 15 minutes before the start of the first film each day.

Online
You can book tickets online by clicking on the time of a film. Picturehouse Members must sign in to the website using their online password in order to access their Member tickets. Once signed in, Members can book tickets for fellow Members by entering different card numbers in the relevant field.

Mobile app
The best way to book tickets while you're out and about. Download and find out more on Picturehouse Spotlight

Telephone
Our telephone lines are open from 9.00am to 8.30pm, seven days a week. Please call 0871 902 5727 (calls cost 13p per minute plus your telephone company's access charge).

Admission is subject to our Terms of Admission


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.




Membership

Q) Can I buy a Membership as a gift?
A) Yes! You can purchase a Gift Membership online by visting our online Gift Shop. If you'd like the Membership Card posted directly to the giftee, make sure you enter their details under "Postage Details".

Alternatively, 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 if you are a new Member. Once you have bought your Membership (online or over the phone), you may collect your card from the Box Office at any time.

Q) How do I access my Member tickets online?<

Picturehouse Members must sign in to the website using their online password in order to access their Member tickets. Once signed in, Members can book tickets for fellow Members by entering different card numbers in the relevant field.

To get Member discounts or use your Member Free Tickets via the Picturehouse App, Members must sign in using their account information first. Download and find out more on Picturehouse Spotlight

Q) Why do free Members' previews 'sell' out so fast?


A) Members'Free Screenings 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 of children under the age of 8 must be accompanied by someone who is at least 18 years of age at all times (regardless of film classification). 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 http://www.bbfc.co.uk.

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) Yes, American Express is accepted on the Picturehouse website, the Picturehouse ticket booking app and the telephone booking line.

Cookies

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).


Free List Suspended

The following films are exempted from use of free passes or complimentary tickets until after the following dates:

    Paddington 2 - 23rd November 2017
    Justice League - 30th November 2017
    Royal Ballet: The Nutcracker - 5 December 2017
    Star Wars: The Last Jedi - 28 December 2017
    Darkest Hour - 18 January 2018
    The Greatest Showman - 18th January 2018
    Coco - 1st February 2018
    Early Man - 8th February 2018
    Black Panther - 1st March 2018

    Picturehouse Members are welcome to use their Member Free Tickets for these films


How to redeem a Gift Membership or Voucher

Have you received a Gift Membership? Congratulations! You’re just a few steps away from becoming a fully-fledged Picturhouse Member.

You can redeem your Gift Membership for your Picturehouse Membership now. To redeem online, simply select the Membership below (select the item that has been ticked on your Gift Membership sleeve or email) and complete your details. Then, hit the “Pay Now” button and on the payment page enter the number on your Gift Membership card in the Gift Voucher No. field. That's it!

Would you like to upgrade your Membership? Easy! Select the Membership you desire and you will be prompted to pay the difference.

Select the type of Membership you'd like:

Once you have purchased your new Picturehouse Membership you will receive an email confirmation. The email will include your temporary Membership information so you can start using your benefits straight-away. The next time you visit the cinema remember to pick up your brand new Picturehouse Membership card.

Got a question? Ask at staff at your local cinema or contact our Membership hotline on 0207 733 2229

Full terms and conditions


How to redeem a Gift Card or e-Gift voucher

At the box office
Your Gift Card can be redeemed for cinema tickets, Membership or food and drink at any of our kiosks cafés and restaurants. Simply present your Gift Card or e-Gift voucher to the staff member when asked for payment.

Online
You can use your Gift Card or e-Gift voucher to purchase tickets or Membership on our website. For tickets, simply select the tickets for a film or event and on the CONFIRMATION SELECTION page enter your Gift Card number in the relevant field. For Membership, go to picturehouses.com/membership select your local Picturehouse and choose the Membership that's right for you. Enter your details and on the payment page enter your Gift Card number on the relevant field.

Picturehouse App and telephone booking line
To use your Gift Card or e-Gift voucher to make a purchase via the Picturehouse App or by calling the booking line, your Gift Card must have enough funds to cover the whole transactions

Full Terms & Conditions