26 Aug 20
All Picturehouse Cinemas are now open. You can read our overall reopening announcement and find out more by clicking here.
As always, the health and wellbeing of our employees and customers is our number one priority.
In light of the ongoing Coronavirus (COVID-19) pandemic and government advice, we have put a number of safety measures in place which will allow us to provide a safe environment for our employees and customers. This includes:
Following the recent change in government guidelines and the 'rule of 6' that has been introduced, our system will now automatically not allow group bookings bigger than 6 people. As always, we appreciate our customers following the rules to help keep all staff and fellow customers safe.
All employee and customer areas will be arranged and managed so as to encourage and maintain social/physical distancing within our cinemas.
In order to allow social/physical distancing inside of our cinema screens, we are implementing new dynamic allocated seating which will ensure a safe distance between customers from different households.
Film start and end times will be staggered to allow customers to exit without crossing paths with customers going in or out of other screens. Additional cleaning time will be added between films.
Our staff will be provided with face coverings or visors as part of their uniform and in addition, all employees will receive specific COVID-19 training. In line with government guidelines, all customers must wear a face covering in our cinemas. Customers can remove them to eat and drink in our cafes, bars and screens.
Yes, the following groups are exempt and won't need to wear face coverings in our cinemas:
We recommend customers who are exempt please let the member of staff serving them know. Staff will be trained not to challenge customers in relation to the above exemptions but instead to take the customer at their word.
As we reopen our cinemas after the UK lockdown we are amending our refund policy. This will ensure there is more flexibility for customers who show symptoms or are unable to make the screening for other reasons.
Customers will now be able to receive a refund up to 2 hours before their show, minus booking fees.
Refunds are only available through our Customer Care team who will be happy to help you with this. Please call 0207 018 3629 (calls charged at your local rate).
All the toilets in our cinemas will be cleaned frequently and the frequency of checks will be increased. Where possible, there will be staff members monitoring the toilets during busy periods and controlling capacity. We will be working together with our customers to ensure that toilets are clean and safe at all times.
Following government guidance, we ask that you and members of your household do not come to the cinema if one of you is showing symptoms.
If you or a member of your household have symptoms of Covid-19, please call our Customer Care team on 0207 018 3629 (calls charged at your local rate), who will be able to help issue you a refund (minus any booking fees) up to 2 hours before your show.
Each cinema has been assessed separately and toilets will have a maximum capacity, depending on the size, and there will be clear signage indicating this. Where possible, there will be staff members monitoring the toilets during busy periods and controlling capacity.
All cinemas will have at least one sanitisation station which will contain hand sanitising gel. The locations will vary from cinema to cinema depending on layout and will be manned by a member of our staff.
With reduced capacity and the allocated seating system, customers passing other groups in the same row outside of their group should be minimal and therefore extremely low risk.
There will be a member of staff present before and after each screening, monitoring and ensuring the safe entry/exit of our customers.
In line with government guidance, we will not be asking to take people's temperatures when they arrive at one of our cinemas.
All our staff will need to declare at the start of each shift that they and all members of their household are symptom-free and have been for 7 days.
We respectfully ask that customers do not visit the cinema if they know they have any of the recognised signs. More information here.
If you need to cancel your cinema tickets just before your visit, please contact our Customer Care Team.
Yes, we will and it will include an overview of the recognised symptoms.
If a customer is showing symptoms, or advises staff once they're in the building that they may have symptoms, we will respectfully have to ask them and their group to leave to ensure the safety of fellow customers and staff. All of the group would be given a refund via our Customer Care Team.
When customers are booking tickets online, or in a cinema, we will remind customers that customers are required to sit with their households.
We will encourage our customers to respect other customers and staff whilst in our cinemas and ensure they are using the allocated seating system.
There will also be more frequent screen checks, to ensure that customers remember to remain in their allocated seat.
Due to social distancing, each site has a capacity of buggies that can be in the building at any one time, this has been determined by a Risk Assessment. Buggies are more than welcome, but if possible and to avoid disappointment please consider alternative options.
All tickets will be allocated a seat which is a safe distance away from others. The exact distances will vary depending on screen size but they will always be 1meter plus, in line with government guidance.
Yes we do. Please note that when choosing your seats, our website will automatically ensure that social distancing is in place between other customers outside of your group. This may not be immediately apparent on screen when selecting your seats. The exact distances will vary depending on screen size but they will always be 1 meter plus in England and 2m in Scotland, in line with government guidance.
Yes but contactless payments are preferred and encouraged for the safety of our customers and staff. There will be a limited number of cash tills in each cinema. All tills can accept contactless methods and the limit on payments has been raised to £45 now.
Whilst there will be capacity to buy tickets at our cinemas, we would encourage all customers to book in advance to help maintain the correct social distancing measures.
Our kiosks will be fully stocked and our wide range of delicious snacks and drinks will be available.
In line with government advice on re-opening cafes, restaurants and bars, these will be closed when our cinemas reopen.
We will be extending your Picturehouse Membership for the total duration of time that we were closed.
In addition, every Member will receive an extra 30 days on their Membership as a thank you for bearing with us during these unprecedented times.
In line with government advice on re-opening cafes, restaurants and bars, these will be closed when our cinemas reopen. West End Picturehouse Members will have their Memberships extended until these spaces reopen later in the year. We will update Members via email and on this page once the reopening date is confirmed.
Please contact our Customer Care team on [email protected] and we'll be happy to help.
Yes, all Picturehouse gift cards and gift boxes will be accepted until 31 December 2020.
Yes, our online account management is now enabled and you can book tickets online.
If you received your complimentary tickets from the Picturehouse Customer Care team, please email us on [email protected].
If you received your tickets through a third party, such as an employee perks scheme, please contact the scheme direct.
Please contact our customer care team on [email protected] and we'll be happy to help.
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