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FAQ

01. Bookings & Tickets - Film Classifications & Ticket Purchase

Film Classification

Prior to purchasing a ticket you must check the classification issued by the British Board of Film Classification or local authority for your selected film. This will normally be displayed on this website in Film Classifications, at our box office, on our Film Information boards and on the Film Listings available from us. We are required to refuse admission to any person who is below the minimum age required by the relevant classification. In case of doubt the manager on duty will request proof of age from you and, at his discretion, may refuse entry, if you are unable to establish your age to his or her satisfaction.

In some circumstances we place tickets on sale prior to the classification being issued. Such sale is conditional on you meeting the minimum age required by the classification when issued. If you have purchased a ticket in these circumstances but are below the minimum age ultimately required by the classification, we cannot admit you to see the film, but we will issue a full refund of the ticket purchased.

Once booked, tickets cannot be refunded or exchanged.

02. Bookings & Tickets - British Board of Film Classifications

British Board of Film Classification Ratings

U Universal 'Suitable for all
PG Parental Guidance' General viewing, but some scenes may be unsuitable for young children
12A Suitable for 12 years and over. No-one younger than 12 may see a '12A' film in a cinema unless accompanied by an adult.
15 Suitable only for 15 years and over. No-one younger than 15 may see a '15' film in a cinema.
18 Suitable only for adults. No-one younger than 18 may see an '18' film in a cinema.

03. Bookings & Tickets - Where to Book

You can book you ticket in 3 ways

By calling our Ticket booking line on 08 714714 714. Calls cost only 10 pence per minute from a BT landline. Mobile and other providers may vary.

By visiting our Box Offices In our Cinemas.

Or at our web/mobile site www.empirecinemas.co.uk

Once booked, tickets cannot be refunded or exchanged.

04. Bookings & Tickets - Payment Methods

We currently accept bookings using the following cards: VISA, MasterCard, Switch, Solo, Electron or an Empire Film Card. When collecting the tickets, the card holder must be present with the card used to make the booking. Tickets will not be made available to anyone else.

05. Bookings & Tickets - Seating

The sale of cinema tickets is subject to availability. Seating will be unreserved unless otherwise specified during the booking process.

06. Bookings & Tickets - Booking Confirmation

Confirmation of Booking

On completion of your booking you will see a confirmation page displayed on your screen.

We will also send you an email confirmation. We recommend that you print out a copy of the confirmation page and/or confirmation email for your records.

Once booked, tickets cannot be refunded or exchanged.

07. Bookings & Tickets - Ticket Collection

To collect your ticket please take your credit card and booking reference to either the theatre box office or Automated Ticket Collection Machine


08. Bookings & Tickets - Card Handling Fee

Card Handling Fee

In addition to the ticket price, a Card Handling fee is payable for tickets purchased online/mobile or via telephone, and this will be notified to you during the booking process. This includes purchases made using the Empire Cinemas Film Card.

The Card Handling Fee is charged by Empire Cinemas Limited for the credit/debit/stored value card handling service which it offers to customers. Information about this charge and your contractual relationship with Empire Cinemas Limited can be found in the relevant Terms and Conditions.

A maximum of 12 tickets can be purchased at any one time on our Telephone & On-line Booking service.

The Card Handling Fee will be charged at the rate of 70p per ticket up to a maximum of charge of 4.20 per transaction.

The current per ticket charge is levied to cover the costs of the following, but not exclusive to;
Merchant service charges
IT and Equipment costs
Fraud detection and prevention measures
Operational costs charged by Empire Services Ltd.

These charges are highlighted at the very beginning of the booking process, and indeed throughout allowing the customer the opportunity to discontinue with the booking should they so wish.

No cost is incurred for purchasing tickets at the cinema from either the box office or automatic ticket machines.


09. Bookings & Tickets - Ticket Types

Adult Tickets: for anyone 15 and over.

Student Tickets: for anyone in full time education in the possession of a valid student card that carries Photo ID & Expiration Date.

Senior Citizens Tickets: for anyone over the age of 60.

Family Tickets (if available): Available to any group of 2 adults and 2 children aged 12 or under or 1 adult and 3 children aged 12 or under for the same performace.
To purchase family tickets online, just select one of the "Family" tickets, which will automatically add four tickets at a time to your booking.



10. Bookings & Tickets - Ticket Prices

Tickets are sold at the price displayed during the ordering process. All prices and fees include any applicable Value Added Tax.


11. Bookings & Tickets - Age & ID - Film Classification

"By Film Classification

Prior to purchasing a ticket you must check the classification issued by the British Board of Film Classification or local authority for your selected film. This will normally be displayed on this website in Film Classifications, at our box office, on our Film Information boards and on the Film Listings available from us. We are required to refuse admission to any person who is below the minimum age required by the relevant classification. In case of doubt the manager on duty will request proof of age from you and, at his discretion, may refuse entry, if you are unable to establish your age to his or her satisfaction.

In some circumstances we place tickets on sale prior to the classification being issued. Such sale is conditional on you meeting the minimum age required by the classification when issued. If you have purchased a ticket in these circumstances but are below the minimum age ultimately required by the classification, we cannot admit you to see the film, but we will issue a full refund of the ticket purchased.

British Board of Film Classifications

U Universal ' Suitable for all
PG Parental Guidance ' General viewing, but some scenes may be unsuitable for young children
12A Suitable for 12 years and over. No-one younger than 12 may see a '12A' film in a cinema unless accompanied by an adult.
15 Suitable only for 15 years and over. No-one younger than 15 may see a '15' film in a cinema.
18 Suitable only for adults. No-one younger than 18 may see an '18' film in a cinema."


12. Bookings & Tickets - Age & ID - Children Under 12

Children under the age of 12 must be accompanied by an adult for any film which starts after 7pm.


13. Bookings & Tickets - Age & ID - Proof Of ID

ID may be required for 12A, 15 and 18 certificate films. Student ID (with EXPIRY date) is required when purchasing student tickets. In the event of a dispute, the cinema manager's decision is final.


14. Locations & Facilities - Access for People with Disabilities

All our cinemas are wheelchair accessible, you can find further details on disabled facilities within a specific cinema by using the "Cinema Info" link in the title bar.

Wheelchair Spaces;

We have reccently launched an online booking function to allow guests to book wheelchair spaces online for reserved seated performances.

If, after selecting your desired performance, you are shown a seating plan which contains a wheelchair logo you can simply create a booking of a single ticket and then click onto the wheelchair logo. You will then be asked if you require a companion to facilitate your visit to the cinema and whether you have a CEA card. If this is the case, the system will automatically add an additional free ticket to the booking for your companion and locate them next to you.

Other;

You can also use your CEA Card to make on-line bookings for all shows simply by selecting a CARER ticket from the available ticket options along with any other available ticket types.

Please note that all CEA Card holder ticket collections must be accompanied by a valid CEA ID Card (with expiry date and photo). This also applies when having tickets checked by cinema staff.





15. Locations & Facilities - Theatre Locations & Facilities

You can find out more about our theatre Locations & Facilities by using the "Cinema Info" link in the title bar.


16. Promotions & Offers - Orange Wednesdays Promotion

Empire Cinemas and ORANGE are pleased to announce their promotion that will grant 2 for the price of 1 tickets for all ORANGE phone users. This will run each Wednesday for the foreseeable future. The offer will only cover the cost of a Standard priced ticket. An additional premium/payment may be required for premium seating, 3D Screenings, IMAX, VIP Seats, Premium Seats, Gold Class, Extreme, IMPACT screen or other premium offers.

You can only book using your ORANGE CODE on the Wednesday of the performance (No Advance Booking available). Orange Weednesday Codes can now also be used on line (subject to normal Card Handling Fees).

PLEASE NOTE that when redeeming the Orange Wednesday promotion an additional charge applies for 3D Presentations. Click Here for Terms & Conditions.



17. Promotions & Offers - Orange Wednesdays How to Book

Either send "Film" as a text message to 241 Or Call 241 on your Orange mobile phone Or visit Orange World (select "Film" and then "Orange Wednesdays"), you'll receive a text message containing a unique number. Show the message at any participating cinema. You can then buy two tickets for the price of one, for any available film. These are not bookable in advance and must be done on a Wednesday at the Cinema Box Office.


18. Promotions & Offers - Other Promotions

From time to time we participate in other promotional campaigns.
If you would like to be kept informed of our promotional activities please register in our membership section


In the event of a dispute, the cinema manager's decision is final.

19. Promotions & Offers - Free Tickets and Free List

When a film is advertised as NFT (No Free Tickets) or FLS (Free List Suspended), no free tickets can be used for the film. Normally this occurs for the first 2 weeks of a major new release.


20. EMPIRE Cinemas - Cinema Heritage

A brief history of the last 110 years of the Empire Cinemas can be viewed in the 'About Us' section.

21. EMPIRE Cinemas - Company Information

EMPIRE CINEMAS LIMITED

Registered Address:

Empire Studios,
The Empire,
Leicester Square,
London
WC2H 7NA.


Registered in England under company number 5585003.

Registered for VAT under VAT number 873 1133 39.

EMPIRE CINEMAS, EMPIRE and EMPIRE of LEICESTER SQUARE are trademarks of the Empire Cinemas Group.

22. EMPIRE Cinemas - Press Releases

Please see here for our latest Press Releases.

23. EMPIRE Cinemas - Links

British Film Institute www.bfi.org.uk

British Board of Film Classification www.bbfc.co.uk

Internet Movie Database uk.imdb.com

The Film Council www.filmcouncil.org.uk


24. Contact Us - Lost & Found

"Lost & Found

If you think you have lost an item at one of our theatres please send an email through the Contact Us form or send a letter with the information indicated below so that we may assist you in attempting to find your possessions.

Information required to process Lost & Found queries:

Your Full Name and contact e-mail address.

A phone number to contact you on and the best time(s) to contact you.

The name of the theatre you visited.

Date and time you visited the theatre.

A detailed description of the item lost, and if possible where you think you may have lost it.

Please make sure you have provided all the above information as we regret that we are unable to process incomplete queries.


Postal Address
Lost & Found
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


25. Contact Us - Guest Feedback

"Guest Feedback

We are very interested in your comments and we consider all feedback sent to us.
We include customer feedback as a key element of our ongoing review of operations and it helps us to improve our levels of service, customer experience and facilities.
If you have any comments, favourable or otherwise, about any of our theatres or operations that you would like to share with us, please send them to our guest feedback management team at the below address.

Contact via E-mail
Please use the Contact Us form.

Postal Address
Guest Feedback Management Team
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


26. Contact Us - Advertising

Pearl & Dean - The Greatest Name in Cinema Advertising.

With research revealing that 89% of cinemagoers watch in-cinema commercials, combined with the premium look and feel of the big screen environment, in cinema advertising leads the way in combining brand impact with brand experience.

If you would like to know more about advertising at Empire Cinemas please visit www.pearlanddean.com

Alternatively please contact;
Paul Murphy
Local Sales Manager

Paul.murphy@pearlanddean.com

Tel; 07831 680547

27. Contact Us - Corporate Hospitality

"Corporate Hospitality

If you would like to know more about Corporate Hospitality opportunities in any of the Empire Cinemas theatres please send your enquiry by e-mail or post to the addresses shown below

Contact E-mail
Please use the Contact Us form

Postal Address
Corporate Hospitality Manager
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


28. Contact Us - Conference & Exhibition

"Conference & Exhibition

If you would like to know more about Conference & Exhibition opportunities and availability in any of the Empire Cinemas theatres please send your enquiry by e-mail or post to the addresses shown below

Contact E-mail
Please use the Contact Us form

Postal Address
Conference & Exhibition Manager
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


29. Contact Us - Media Relations

"Media Relations
For all media enquiries please contact us by either e-mail or post at the addresses below

Contact E-mail
Please use the Contact Us form

Postal Address
Media Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


30. Contact Us - Career Opportunities

"Careers at Empire Cinemas

If you are interested in a career with Empire Cinemas, please forward a CV along with a letter of application to the below e-mail or postal address:


Careers Manager
HR Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


31. Contact Us - Webmaster

"Webmaster

We are very interested in your comments and we consider all feedback sent to us.
We include customer feedback as a key element of our ongoing review of operations and it helps us to improve our levels of service, customer experience and facilities.
If you have any comments, favourable or otherwise, about our website that you would like to share them with us, please send them to our webmaster at either of the addresses shown below.

Contact E-mail
Please use the Contact Us form

Postal Address
Webmaster
Communications Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


32. Contact Us - Head Office

"Head Office
We are very interested in your comments and we consider all feedback sent to us.
We include customer feedback as a key element of our ongoing review of operations and it helps us to improve our levels of service, customer experience and facilities.
If you have any comments, favourable or otherwise, about any aspect of our cinemas operations and you would like to share them with us, please send them to our head office at either of the below addresses.

Contact E-mail
Please use the Contact Us form

Postal Address
Empire Cinemas Head Office
Communications Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


33. Business Solutions - Conference & Event Hosting

"Conference & Exhibition

If you would like to know more about Conference & Exhibition opportunities and availability in any of the Empire Cinemas theatres please send your enquiry by e-mail or post to the addresses shown below

Contact E-mail
Please use the Contact Us form

Postal Address
Conference & Exhibition Manager
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


34. Business Solutions - Corporate Hospitality

"Corporate Hospitality

If you would like to know more about Corporate Hospitality opportunities in any of the Empire Cinemas theatres please send your enquiry by e-mail or post to the addresses shown below

Contact E-mail
Please use the Contact Us form

Postal Address
Corporate Hospitality Manager
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


35. Business Solutions - Private Hire

"Private Hire
If you would like to know more about the private hire of any of the Empire Cinemas theatres please send your enquiry by either e-mail or post to the addresses below

Contact E-mail
Please use the Contact Us form

Postal Address
Private Hire Manager
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


36. Business Solutions - In Cinema Advertising

"Advertising
If you would like to know more about advertising in an Empire Cinemas theatre please send your enquiry by e-mail or post to the addresses shown below

Contact E-mail
Please use the Contact Us form

Postal Address
Advertising Manager
Development Dept.
Empire Cinemas Limited
Empire Cinema
Leicester Square
London
WC2H 7NA"


37. CEA Companion's Concessionary Card

Cinema Exhibitors Association (CEA) in association with cinema companies and the Disability Rights Commission have introduced a new initiative, an ID card for those guests wishing to take advantage of our free ticket policy for companions. This card is also accepted by all major Cinema chains in the UK.

The national concessionary "CEA Card" is now available and entitles the holder to one free ticket for a person accompanying them to the cinema. For your assistance CEA information leaflets and application forms are available from our Box Office.

To apply for the card you will need to meet one or more of the following criteria:

Be in receipt of disability living allowance or attendance allowance
Be a registered blind person

For further information please contact The Card Network on 0845 123 1292 minicom/textphone 0845 123 1297 or visit www.ceacard.co.uk (opens in a new window).



38. What age does Empire Senior Screenings apply?

Empire Seniors screenings are for the over 60's audience, screening a selection of some of the best recent and classic films shown every Wednesday morning. The 3 ticket price includes free cup of tea and a biscuit. (Available at selected Empire Cinemas only).