Cineplex Entertainment FAQ’s
The categories below will help you find the answer to your question about Cineplex Entertainment. Choose a category to find the question you're looking for, or enter a word or phrase in the Search function.
If you have questions that aren't answered on the site, please use this form. Thank you.
Website/Online Ticketing
Q: How can I purchase tickets online?
A: You can purchase tickets online by visiting www.cineplex.com and selecting your preferred theatre from the 'Theatres' button in the top menu bar. Once you find your preferred theatre, all available movies and special events for today and future dates, if available, will display. To complete your online ticket purchase, click on your preferred showtime. You will be required to complete the rest of the online purchase by entering any applicable information including credit or debit card, SCENE card number or any special promotion codes.
Once you have successfully completed your purchase, an order confirmation page will display. The confirmation page will provide a summary of your purchase including the name of the film/event, date of performance and number of tickets and your preferred theatre.
You will also receive a confirmation email to the email address you supplied when placing your order. The confirmation email will include the same details as your order confirmation page.
IMPORTANT: Please remember to print and bring a copy of your order confirmation email to the theatre when redeeming your tickets.
Q: Can I print my online tickets at home?
A: If your selected Theatre is equipped with PRINT SKIP SCAN technology you can print your online tickets at home. This will allow you to bypass the Box Office line-up and go directly to the ticket taker at the control post stationed by the auditoriums where you will have your ticket(s) scanned for entry. You must bring your printed online tickets to the theatre for admittance.
Q: What are promotion codes or coupons?
A: Periodically, promotion codes or coupons may be offered by Cineplex or one of its affiliates, promotional partners or advertisers. These promotional codes or coupons will be available to you through the Cineplex online ticketing system. Promotional offers or coupons frequently feature discounts on admission tickets or on tickets purchased for a specific movie or other products and services offered by Cineplex or its affiliates, promotional partners or advertisers.
Information about specific promotion codes or coupons can be found either at online.ticketing.cineplex.com in the promotion code and coupon section or via the promotional information supplied by promotional partner(s).
Q: I have a promotion code, PIN or coupon. How do I add a promo code when purchasing my ticket(s)?
A: Promotion codes, PIN’s or coupons must be entered in the promotion code and coupon section of online.ticketing.cineplex.com . If eligible, you may add up to a maximum of 1 promo code per transaction. The total order amount will update to reflect eligible promotion codes or coupons that have been successfully applied to your transaction, based on the terms and conditions of the promotional offer.
Q: How do I know if my theatre is equipped with PRINT SKIP SCAN?
A: All PRINT SKIP SCAN enabled theatres prominently display a logo identifying this service. The logo will be found on PRINT SKIP SCAN theatre detail pages.
Q: How can I find showtimes for my local theatre on your site?
A: To find showtimes for your local theatre go to www.cineplex.com and select the theatre search from the Showtimes Search filter located at the top of the page. To quickly find your local theatre, select your city or town from the left side of the search filter and then select a theatre from a list of available matches located on the right side of the filter. Once you select your local theatre from the list, your theatre detail page will automatically display. Your local theatre detail page will display all showtimes for today's date. To find a date in the future, go to the movie showtimes search window on the theatre detail page and select a new date. Your theatre page will update and display showtimes for your selected date.
Q: How do I find showtimes for a movie or Special Event?
A: To find showtimes for a movie go to www.cineplex.com and select the Find a Movie button located at the top of the page in the Showtimes Search filter. You will then select your city or town from the left side of the search filter. All available movies for your city or town will appear on the right side of the search filter in the drop down box. Once you select your preferred movie from the drop down box you will be taken to the movie detail page. The movie detail page will give you information about the movie and a list of all theatres in your city or town showing the movie or Special Event.
Q: How do I reverse an incorrect charge on a credit or debit card?
A: You should contact Cineplex Entertainment Guest Services, at Contact Us (http://www.cineplex.com/Global/FeedbackZone.aspx) where a representative will be pleased to assist you with any online ticketing issue.
Q: Are advance ticket sales also available at the Theatres?
A: Advance tickets can be purchased online, at box office or at any automated ticketing kiosk for most movies each Wednesday for the advance 9 days. Occasionally, tickets are offered up to 2 weeks in advance for select features or Special Events. Please visit the home page www.cineplex.com for up to date information regarding movies and events that are available for advance sales by theatre location.
What is Interac Online?
The Interac Online service is a new payment option that allows you to pay for goods and services on the Internet directly from your bank account. When choose to pay by Interac Online, our website redirects your browser to an Interac webpage which provides you with a list of participating financial institutions. You are then prompted to select your financial institution. After entering your logon and password, as you would in the normal course of online banking, you then choose the account from which you would like payment withdrawn. Upon completion of the banking transaction, your browser is then redirected back to our website to confirm your purchase. For additional information, visit http://www.interac.ca/interacOnline.php
Will Cineplex see my banking information?
No. Cineplex does not have access to any of your account information or your transactional history on our website; we are only notified by the third party if the transaction is successful.
Cineplex Newsletter
Q: How can I subscribe to your newsletter?
A: Subscribers can receive weekly emails with showtimes for their favourite theatres.
To subscribe to My Cineplex, please visit
My Account
Q: How can I unsubscribe from your newsletter?
A: To unsubcribe from the newsletter, please use the unsubscribe link at the bottom of the newsletter, or the link shown below:
http://www.cineplex.com/unsubscribe/default.aspx
Online Contests
Q: How can I enter contests on your website?
A: You may enter contests by clicking on:
http://www.cineplex.com/Contests.aspx
Some contests are open to all website visitors while others are available exclusively to My Cineplex subscribers. Each contest entry page will explain the type of contest. Please consult rules and regulations on the contest entry form for full details.
Ticket Sale, Pass Redemption, and Refunds
Q: Is a guest who holds a "Certificate of Indian Status" card exempt from paying tax (federal or provincial) on admission and concession prices?
A: In 1998, Revenue Canada stated that "individual Indians have to pay GST/HST on all taxable services provided off a reserve." Consequently, tax treatment is the same as any other guest, regardless of any identification or documentation, such as the Certificate of Indian Status Card.
Q: Is the use of certain passes restricted?
A: Yes. Please see the terms and conditions of use listed on the pack of your pass, or contact Guest Services at 1-800-333-0061 option 8.
Q: What is the Cineplex Entertainment refund policy?
A: You may refund your ticket within the first 30 minutes of a performance, as long as you have the ticket stub and access to the method of purchase (i.e. debit or credit card). If the ticket was purchased using a debit or credit card, you must also show a copy of the transaction receipt.
On Screen Advertising
Q: How can I purchase an ad in the digital pre-show?
A: Please contact Cineplex Media at 416-539-8800, or sales@cineplex.com
Concessions
Q: What kinds of toppings are there for the popcorn?
A: Cineplex Entertainment offers real butter at most of our locations. Becel margarine and Shake-A-Flavour popcorn seasonings are available at all Cineplex Entertainment locations.
Q: How can a Guest avoid concession products they are allergic to?
A: One of the more common concerns is in regards to bulk candy, which may contain traces of nutmeats. Allergy alert stickers should be installed on all bulk candy dispensers. Contact Guest Services for information about other concession items at guestservices@cineplex.com or phone 1-800-333-0061 (Option 8).
Community / Corporate Information
Q: Where can I find additional information regarding the company?
A: The most up to date information on Cineplex Entertainment can be found on our Investor Relations site at the following link:
http://dplus.cineplexgalaxy.com/
Q. Where can I send my resume?
A: You can visit http://www.cineplex.com/Global/Careers.aspx for more information on job offerings at Cineplex Entertainment, or e-mail your resume to jobs@cineplex.com
Q: Where can I solicit a donation for a corporate charity, local charitable organization, school committee, or sports team?
A: Many theatres are actively involved in their communities and have existing relationships with local charitable organizations. Requests for community events should be forwarded to your local Cineplex Entertainment theatre. A written request for donation on letterhead must be provided. Corporate charities may send a written request for a donation to our Donations Committee at Cineplex Entertainment LP, 1303 Yonge Street, Toronto, ON, M4T 2Y9. Requests may also be sent by e-mail to donations@cineplex.com
Q: Are any theatres hiring anytime soon?
A: All of our theatres hire staff according to their own needs. Your can hand your resume in at the theatre with your availability or you can fill out the online application at
http://www.cineplex.com/Global/Careers/CastMembers/Positions.aspx
and the theatre will contact you when they will be holding a casting call.
Film Performance
Q: How is the volume level of the film determined?
A: The volume of the film is set to specifications provided by the distributor of the film. The engineers who decide the specifications are well aware of the different sound systems in use and the acceptable level of sound for the human ear. Our sound systems are well maintained and regularly examined for accuracy. Based on the projectionist's judgement, the volume may be adjusted to account for a high or low attendance.
Film Advertisement and Ratings
Q: Who can I contact if I don't agree with a film's rating?
A: The Film Review Boards of respective provinces set the ratings of films and any concerns can be directed to them through the following contacts:
Q: What are the definitions of the provincial film ratings and where can I find information about sexual content, gratuitous language, or violent scenes in a film?
A: Additional information alerting viewers to specific content should be available from the Theatre or the Guest Services department. Film classifications are set by each province's respective Film Review Board and vary considerably from province to province.
Q: What does the rating "STC" mean?
A: STC stands for Subject To Classification. It means that the provincial film review board has not placed a rating on the film yet.
Q: What identification is required for R, 18A, and 14A rated films?
A: Identification should be requested for all Guests of a questionable age by box office and ticket taker. We also have the right to ask Guests for identification at any point of the movie-going experience. The accepted forms of identification are a driver's license, passport, or a birth certificate (with some form of photo identification), as these are the only forms of identification that include a photo and a date of birth.
Q: Why is a movie advertised at your Theatre if it's not playing there?
A: Occasionally you may see a movie poster advertising a movie that is "coming soon." That movie may not necessarily open at that particular theatre. Please check the showtimes section of this site, or your newspaper to confirm your movie selection.
Q: Why do the ads on TV rate this movie differently than it is rated at your Theatre?
A: Film distributors, like Warner Brothers, Paramount, and Disney, supply the advertising for the films they distribute. Since many distributors are based in the U.S., their advertisements may reflect U.S. ratings.
Corporate Services / Educational Resources
Q: Do you sell Yearly Passes?
A: Yearly Passes are not available for purchase. You can, however, purchase our Cineplex Night Out coupons, or Gift Cards which allow for free admittance to any show with no restrictions. Some of the Night Out coupons also offer concession items. For more information on our corporate coupons, please visit: http://www.cineplex.com/CorporateSales/CorporateProducts.aspx
Guests can also call 1-800-313-4461 or e-mail corporatesales@cineplex.com for additional information on our corporate coupons.
Q: Are there resources available for teachers who wish to take their students to a see a film?
A: Educational resources are available, in limited quantities, for select films. For additional information, or to book an educational field trip to one of our theatres, contact our Group Sales department at 1-800-313-4461 or e-mail groupsales@cineplex.com
Q: How can I rent an auditorium in one or more theatres for the purpose of showing my own film, viewing a current release, or for a corporate function/promotion?
A: Please contact Group Sales at groupsales@cineplex.com or phone 1-800-313-4461.
Q: Where can I purchase gift cards/corporate coupons?
A: For more information on purchasing gift certificates or corporate coupons, including promotional offers, please e-mail corporatesales@cineplex.com or you can call 1-800-313-4461. If you choose to purchase gift certificates or corporate coupons online, by fax, or by phone, minimum quantities will apply. Gift Cards can also be purchased at any of our theatres.
Q: Where can I find information on booking a birthday party?
A: For more information on our birthday parties or group bookings, please contact your local Cineplex Entertainment theatre directly, or visit /Theatres/Birthdays.aspx
Q: Where can I purchase gift cards/corporate coupons?
A: For more information on purchasing gift certificates or corporate coupons, including promotional offers, please e-mail corporatesales@cineplex.com or you can call 1-800-313-4461. If you choose to purchase gift certificates or corporate coupons online, by fax, or by phone, minimum quantities will apply. Gift Cards can also be purchased at any of our theatres.
Q: Can a Guest living outside of Canada purchase Cineplex Entertainment Gift Cards for relatives living in Canada?
A: Yes. Gift Cards can be purchased on our website. Please visit: https://www.conciergeconnection.com/cineplex/english/main.php
Cineplex.com Membership
Q: How do I become a member?
A: To become a Cineplex.com member you must complete a simple registrations process. Follow this link to register now.
Q: Why do I want a membership to Cineplex.com?
A: Becoming a Cineplex.com member allows you to receive and manage your Cineplex newsletter subscriptions, purchase online tickets at Cineplex.com and an easier check-out at the Cineplex Store. . It is not required that you become a member of Cineplex.com, however, it is highly recommended for a more seamless experience.
Q: What do I do if I forget my password?
A: If you forget your password, click on "Forgot your password?" link below the member sign-in section on the account page. Enter the email address used to create your account, then click on 'Send me my password'. Your password will be emailed to you momentarily. Once you have received your password click on 'Sign-in' and enter your email address and password.
Q: How can I change my profile details?
A: You must be signed in first, you are then redirected to your profile page where you can 'Edit' your details and 'Save' them. Once signed in, you can also edit your Profile by clicking on the 'Go to my account' link at the top of the page.
Q: How do I delete my membership to Cineplex.com?
A: To delete your membership to Cineplex.com you must first sign in using your email and password login information. Once you are signed in, you must click on ‘My Account’ which is directly above the search bar. At the bottom of the page you will find a button that reads ‘Delete Account’. Click the button to delete your account. Please note that once you have clicked this bottom, it cannot be undone.
Q: What is RSS?
A: 'Really Simple Syndication' or 'RSS' is a subscription service tool used to organize new or updated information and content into an accessible index. RSS information can be read using an RSS / feed reader or an aggregator (example Google Reader). Subscribing to RSS allows Cineplex members to receive custom, up-to-date information from their favourite Cineplex online content sources, all in one news index.
Q: Where do I report inappropriate content?
A: If you see user generated content on the site which you believe is inappropriate you can mark the content for review by clicking the "Flag as Offensive" link found near the questionable content. You can also report it using the Contact Us form. The content will be reviewed by our moderators to determine if it meets the Cineplex Terms of Use and moderation guidelines for Cineplex.com
Q: I am having problems posting/Why was my post been removed?
A: All posts, including comments, are moderated before they are posted to the site. If your post does not appear on the site it may not meet our terms/guidelines. If you believe that the content you posted followed terms/ guidelines and you would like to request that your post be reinstated, you can report it using the Contact Us form. We will review your content and supply a response.
Q: General
A: Have we addressed your questions? If not, please send your question(s) using the Contact Us form. We will respond as soon as possible.
Mobile
Get all the Cineplex offers, promotions, contests and more on the go with Cineplex's mobile alerts. Once you sign up these alerts will be sent directly to your mobile device to keep you in the know.
How does this program work? / Getting Started
Stay connected by subscribing to the Cineplex Alerts and you'll receive messages delivered right to your mobile phone. These messages would include:
- Advanced Ticket notices
- DVD Store: what's new, offers, promotions
- About Movies: exclusive content, actor/director related
- Offers and promotions and contests information
- Mobile surprise and delight
To sign up to receive these alerts, just text 'ALERTS' to 'MOVIE' (66843) from your mobile phone. Standard charges apply.
To unsubscribe from the Cineplex Special Offers, text 'STOP' to 'MOVIE' (66843). If you have any questions or need help about the program, just text 'HELP' or 'INFO' to 'MOVIE' (66843).
How many should I expect to receive?
Expect up to four (4) messages per month.
What is an SMS message?
An SMS message is a text-based message sent or received on your mobile handset.
What is a short code?
A short code is a five or six-digit number used to address SMS messages. Cineplex's short code is 66843 (MOVIE).
What is a keyword?
A keyword is used in the SMS message as an action identifier you send to a short code to tell Cineplex which service you would like to reach. Each mobile program will have its own keyword.
How much does it cost?
Standard message rates apply. You will not be charged any additional fees beyond the fees your mobile carrier charges.
Who can see my mobile number?
Your mobile number is kept confidential. It will not be used by anyone without your permission.
In addition to my mobile number, what other personal information am I required to provide?
Only your mobile number will be stored, no other personal information will be collected and stored.
Will you sell or give my mobile number to third parties?
No, we will not sell or give your mobile number to third parties.
Will my mobile number be used for telemarketing purposes?
No, your mobile number will not be used for telemarketing purposes.
I gave you my mobile number when I signed up for myCineplex. Will I automatically start receiving alerts or do I need to specifically sign up to receive them?
The mobile numbers associated with the myCineplex account will not be included in Cineplex Mobile Alerts therefore you will need to sign up to receive the Cineplex Mobile Alerts.
How do I unsubscribe?
If you no longer wish to receive SMS messages/alerts simply reply with/text STOP to short code 66843 (MOVIE).
Does it matter what mobile carrier I have?
Our services/alerts are carrier-agnostic, which means we can accept Text Messages from any cellular provider in Canada.
Note, that there may be some contest that we execute that may be carrier specific. For situation where this is the case, we will make sure to mention this in advance.
