Picturehouse Cinemas Reopening FAQs

Frequently Asked Questions

The Picturehouse Team

30 Jun 20


When will my local Picturehouse Cinema reopen? 

We are planning to reopen Picturehouse Cinemas from 31 July 2020.  With the on-going pandemic, this new date remains subject to final confirmation. You can read the announcement and find out more by clicking here


What safety precautions have Picturehouse put in place to reopen?

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: 


How will social distancing be maintained?  

All employee and customer areas will be arranged and managed so as to encourage and maintain social distancing within our cinemas. 

In order to allow social distancing inside of our cinema screens, we are implementing new dynamic allocated seating which will ensure a safe distance between customers from different households.  We will share more information on seating and the capacity of screens soon. 

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.


How will toilets operate safely? 

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. 


How will you monitor the number of people in the toilets at one time? 

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.


Where will hand sanitizer be placed in the cinema? 

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. 

How will you ensure social distancing if customers choose to leave the screen during the film to use the toilet or purchase food/drinks? 

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. 


How will you monitor people entering and leaving the cinema screen in a safe manner before/after a film?

There will be a member of staff present before and after each screening, monitoring and ensuring the safe entry/exit of our customers.


Will you be taking temperatures before people enter the building?

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.


Will you have signage on the front door asking people not to enter if they have symptoms?

Yes, we will and it will include an overview of the recognised symptoms. 


What happens if a customer is showing symptoms once they are in the cinema?

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.


How will you monitor families / bubbles sitting together?

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.


How will you ensure social distancing in the screen if customers purchase their tickets last minute at the cinema (rather than online?)

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. 


Will you be able to pay with cash?

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. 


Will I be able to buy tickets at the cinema? 

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. 


Will I be able to buy food and drink at the cinema? 

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.


Will my Membership be extended to compensate for the period of closure? 

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. 


Will the Picturehouse Central or Fulham Road Picturehouse Members' Bars open when the cinemas reopen? 

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. 


I still need a refund, what do I do? 

Please contact our Customer Care team on [email protected] and we'll be happy to help. 


Will my Picturehouse gift card / gift box still be valid? 

Yes, all Picturehouse gift cards and gift boxes will be accepted until 31 December 2020. 


Can I access my MyPicturehouse account now you are reopening?

Very soon, yes.  Our online account management will be enabled again when tickets go on sale so you can book online. 


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

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. 


How do I get in contact with you?

Please contact our customer care team on [email protected] and we'll be happy to help.