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1 - What do the different film certificates mean ?
UK only:
U (Universal) the film is suitable for audiences aged four and over.
PG (Parental Guidance) General viewing, but some scenes may be unsuitable for some children.
12A – No one under the age of 12 may see the film unless they are accompanied by a guardian aged 18 and over. Please see specific advice given to each film for further guidance.
15 – No one under the age of 15 may see a 15 film in the cinema. Children under this age cannot be admitted to cinemas. Proof of age cards can be obtained from http://www.validateuk.co.uk/ or from www.pass-scheme.org.uk
18 - No one under the age of 18 may see an 18 film in the cinema. Persons under this age cannot be admitted to cinemas
For more detailed information on film classification please visit the BBFC www.bbfc.co.uk
Ireland only:
G (General) the film should be suitable for children of school going age.
PG (Parental Guidance) the film may be watched by unaccompanied children of any age.
12A – No one under the age of 12 may see the film unless they are accompanied by a guardian aged 18 and over. Please see specific advice given to each film for further guidance.
15A – No one under the age of 15 may see the film unless they are accompanied by a guardian aged 18 and over.
16 - Films classified in this category are considered to be only suitable for persons of sixteen or over. Children under this age cannot be admitted to cinemas.
18 - No one under the age of 18 may see an 18 film in the cinema. Persons under this age cannot be admitted to cinemas
For more detailed information on film classification please visit the IFCO www.ifco.ie
2 - What are the different ticket types ?
Child tickets: for anyone between the ages of 18 months and 14.
Adult tickets: for anyone 15 and over. Proof of age cards can be obtained from http://www.validateuk.co.uk/ or from www.pass-scheme.org.uk
Student tickets: for anyone in full time education in the possession of a valid student card (with expiry date and photo).
Senior citizens tickets: for anyone over the age of 60.
Family Tickets: Can be used for either 2 adults and 2 children or 1 adult and 3 children (Attending the same film).
3 - What terms and conditions are tickets bought under ?
By purchasing a Vue cinema ticket, all guests agree to be bound by these Ticket Terms and Conditions. These can be found at www.myvue.com/legal.
4 - Do you have an admissions policy ?
By purchasing a Vue cinema ticket, guests agree to be bound by the terms and conditions of our Guest Admissions Policy. These can be found at www.myvue.com/legal
5 - What type of cards do you accept as payment ?
We accept payments by MasterCard, Visa, Maestro , Visa Electron (not for online or phone bookings), Solo (not for online and phone bookings) , Laser card (Ireland only, currently not available for online and phone bookings) and American Express (not for online and phone bookings).
For all tickets booked remotely by telephone or through the website, Vue booking Services Limited (a member of the Vue Group acting as an agent of Vue Services Limited) will charge a card handling fee for processing your credit/debit card transaction. The card handling fee is charged in addition to the stated price of the cinema ticket.
A card handling fee will not apply to credit/debit card payments made at any till or automated ticket machine ("ATM") inside the cinema.
6 - Do you require ID to buy cinema tickets ?
ID may be required when purchasing tickets for :
- 12A, 15 and 18 certificate films
- Senior tickets.
Proof of age cards can be obtained from http://www.validateuk.co.uk/ or from www.pass-scheme.org.uk
7- I am 15, why do I pay an adult price ?
In line with the 15 film certificate given to films with an adult content, we charge persons who are 15 and over an adult rate. However, those persons still in full time education are entitled to a student ticket on production of a valid student ID (with expiry date and photo). Proof of age cards can be obtained from http://www.validateuk.co.uk/ or from www.pass-scheme.org.uk
8- How do I obtain a student ticket ?
All student tickets must be accompanied by valid student ID (with expiry date and photo). NUS, ISIC, UCAS are accepted. University and college cards will be accepted at the manager’s discretion. Please note that for pre-booked tickets IDs may be checked before entering the auditorium. In the event of a dispute, the manager’s decision is final.
9 - Can I take a baby into the auditorium ?
We welcome babies in all our cinemas, however please note that age restrictions apply - babies will only be admitted into U, PG and 12A certificates. We ask that you respect other guest’s enjoyment of the film, if your baby becomes distressed, please leave the auditorium.
10 - How can I find out what a film is about or when a film will be released ?
To find out what a film is about, please click on the film title. To find out when a film will be released, please click on “coming soon”, please note that the dates given are for indication only as these can change at anytime. We are also unable to guarantee that all films will be played in a specific cinema.
11 - Where can I find the ticket prices ?
These vary from cinema to cinema and at different times of the day. All ticket prices are available in “The Cinema” section on our website.
12 - Can I buy a monthly/annual pass ?
Vue does not offer monthly or annual passes, however to be first to know about great offers, giveaways and invitations to advance screenings please register your details at www.myvue.com. Also, remember to collect your “Vue More” voucher every time you visit the cinema which gives you money off your next visit (Terms and Conditions apply).
13 - How do find out what time my performance finishes ?
The performance end times can be found on the first page of the booking process by selecting your film and performace time . Please note that all films have approximately 20 minutes of ads and trailers prior to the main feature.
14 - What auditorium will a specific film be playing in ?
The auditorium numbers can be found on the first page of the booking process by selecting your film and performance time.
15 - When can I book for films for the following week ?
Like all cinema operators, we book films on a weekly basis into each of our venues in order to respond to customer demand. Film times and tickets will be available by Tuesday evening for the cinema week starting the coming Friday.
16 - How do I know if my booking is confirmed ?
At the end of the booking process, you will get a “thank you” page and booking reference, this page advises you on how to collect your tickets and confirms your order. If you have chosen to receive an email confirmation this will be sent to the email address that you entered. Please note that all you need to collect your tickets from the cinema is the credit card you used to book your tickets. Tickets can be collected from the automated collection points inside the cinema or at any till within the cinema.
17 - What do I need to collect my ticket from the cinema ?
All you need to collect your tickets from the cinema is the credit card you used to book your tickets. Tickets can be collected from the automated collection points inside the cinema, or at any till within the cinema.
18 - Why are some films not shown in all your cinemas ?
We endeavour to show a broad range of films, however, some films are released with limited prints and we are unable to obtain a copy for all cinemas.
19 - Are seats allocated ?
Allocated seating is only available in selected cinemas, if a performance offers allocate seating, you will be given the opportunity to select your seats on the second page of the booking process by selecting “allocate seats”. All other performances offer free seating, so you are able to choose your seat once you enter the auditorium. We advise you to arrive at least 20 minutes early during peak time periods.
20 - Why can’t I view the seating plan to allocate my seats?
Please check that you web browser is JAVA enabled. To download JAVA please go www.java.com .
21 - What is Gold Class ?
Gold class is available at Edinburgh Omni, Red Cinema, Thurrock, Greenwich and Star City Birmingham offering luxury seating with a fully licensed bar and an enhanced viewing experience.
22 - What are Premium seats ?
Premium seats are available at Vue Aberdeen and Vue Livingston, and offer superior seating at the back of the auditorium.
23 - Why do you charge a Card Handling Fee ?
We treat the processing of credit/debit card transactions and the minimisation of fraud very seriously. As such, we have arranged for Vue Booking Services Ltd, a member of the Vue Group, to process your credit/debit card transactions.
Vue Booking Services Ltd charges a card handling fee to cover the costs it incurs in providing the credit/debit card processing service.
The card handling fee will not apply to credit/debit card payments made at any till or automated ticket machine ("ATM") inside the cinema.
24 - I made a mistake during my booking what should I do ?
If you haven’t confirmed your booking, please shut down the window and try again. If you have confirmed your booking, please contact our Guest Service team on 08712 240240, select your local cinema and press 0 to speak to an advisor.
25 - Do you sell gift vouchers ?
We sell gift vouchers in £5 denominations. Vouchers can be bought at any cinema or at myvue.com and can be used in any of our cinemas in the UK.
26 - Do you have any vacancies ?
All current vacancies within Vue are advertised on the following website www.vuecareers.com , this will provide you with all information regarding all positions and you will also be given the opportunity to apply online.
27 - What provisions do you have for the hard of hearing ?
Each of our auditoriums has an enhanced sound system broadcast through an individual headset. The headset will be provided by the cinema, if you require any assistance please do not hesitate to contact a Member of Staff who will be happy to help.
28 - Do you show subtitled and audio described films?
Most of our cinemas are equipped with these facilities and we endeavour to show films on a weekly basis. Unfortunately, not all films are available with subtitles and audio description, therefore some weeks, we are unable to provide this facility. For weekly information about screenings please visit www.myvue.com/audio
29 - Are all cinemas wheelchair accessible ?
All our cinemas are wheelchair accessible, if you require further details on disabled facilities within a specific cinema please check the “The Cinema” section.
30 - Do you accept the CEA card ?
The CEA card is accepted in all our cinemas, for more information and to apply for a card please go to www.ceacard.co.uk . To pre-book carer tickets, please contact our guest service team on 08712 240 240, select your local cinema and press 0 to speak to an advisor
31 - I'm a carer, how do I pre-book a ticket?
To pre-book carer tickets, please contact our guest service team on 08712 240 240, select your local cinema and press 0 to speak to an advisor
32 - Do you organise kids parties/birthday parties ?
We do not offer organised parties, however we are always happy to welcome guests in groups.
33 - What does NFT and FLS mean ?
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.
34 - Do you participate in “Orange Wednesdays” ?
All our cinemas participate in Orange Wednesdays; the offer applies to all films at all times, Wednesdays only. To take advantage of the offer, please text the word “film” to 241. Bookings cannot be made online or by phone, terms and conditions apply (www.orange.co.uk).
35 - How do I get posters or promotional items in cinemas ?
The posters and standees featured in our cinemas are the property of the film distributors. We would recommend contacting them with any enquiries you may have, alternatively speak to a member of staff during your visit to one of our Cinemas who will advise you on their process for disposing of any old/unwanted posters.
36 - Can I hire an auditorium for a private screening or conference ?
We do hire auditoriums and Cinemas, for more information; please contact our sales department at events@vuemail.com .
37 - Who can I contact regarding lost property?
We recommend that you revisit the cinema you attended or contact us by email or by phone 08712 240 240 (select your local cinema and press 0 to speak to an advisor) with a description, cinema, date/time lost. Our staff will be able to check if any lost property has been handed in. Please note that although we have stringent procedures for dealing with items which are handed in, Vue Cinemas do not accept responsibility for any items brought onto their premises.
38 - How do I register ?
Please select “login/register” at the top of the webpage and complete all details.
39 - How do I amend my details ?
Please login to your account at www.myvue.com and select “My Details”. If you experience any difficulties, please contact our Guest Service Team by email.
40 - How do I unregister ?
To unregister, please select “Unregister” from your account details. If you experience any difficulties, please contact our Guest Service Team by email.
41 - How do I contact Vue Guest Services ?
You can contact us by phone on 08712 240 240 select your local cinema and press 0 to speak to an advisor, by email guestservices@myvue.com or by mail:
Guest Services
VUE Entertainment
10 Chiswick Park
566 Chiswick High Rd
London
W45XS
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