TICKETS & BOOKINGS
Q: I DIDN'T RECEIVE AN EMAIL CONFIRMATION OF MY BOOKING - WHERE CAN I FIND IT?
First, check your spam or junk folder, as confirmation emails can sometimes end up there.
Still can’t find it? Check your bank statement to see if the payment went through. If it has drop us a message via our
Contact page and we’ll investigate for you.
Q: THE SYSTEM WON'T LET ME LET ME BOOK BECAUSE IT SAYS I'M LEAVING A SINGLE SEAT, WHAT CAN I DO?
This is to help prevent single seats being left between groups, if there’s a specific seat you’d like and the website won’t allow you to book it nip into the cinema and our team will be happy to help.
Q: CAN I MOVE MY BOOKING TO ANOTHER DAY?
Absolutely. Just give your local REEL a call before your scheduled showing and the team will help reschedule, subject to availability.
Q: UP TO WHAT AGE CAN I BUY A 'CHILD' TICKET?
A: ‘Child’ tickets are valid for children aged 2 to 12 years old. Proof of age may be required, so please have it ready just in case.
Q: WHAT TYPES OF TICKETS ARE AVAILABLE
A: Our two main ticket types are:
Child – For ages 2 to 12. Children under 2 go free.
Adult – For anyone aged 13 and over.
Q: WHAT ARE PREMIER SEATS?
A: Premier seats are are most luxurious and comfortable armchairs and sofas. They all the best views of the screen too!
Q: Can I cancel my ticket and get a refund?
A: We operate a non-refundable ticket policy. However, we were happy to move your booking to another day, just give your local REEL a call and our team will do their best to help you.
DISCOUNTS, VOUCHERS & Gift cards
Q: DO FOSTER CARERS GET A DISCOUNT?
We offer carer tickets for those accompanying guests with disabilities, but as a general rule, foster carers are not eligible for free tickets.
However, we’re always happy to explore options, we encourage your foster organisation to get in touch with us directly to discuss any potential arrangements.
Q: HOW LONG ARE GIFT CARDS VALID FOR?
REEL gift cards are valid for 2 years from the date of purchase. The expiry date is included in your confirmation email.
Q: do you accept blue light or forces discounts?
Yes! We offer a Blue Light/ Forces discount, just show your card when buying tickets in-person and get money off for films starting after 2pm on weekdays and after 12pm on weekends, Bank Holidays and school holidays. Available in-cinema only.
Q: DO YOU ACCEPT MEERKAT MOVIES?
We sure do! Just enter your code on the ticket selection page or show it at the counter and enjoy 2-for-1 tickets to any standard 2D or 3D movies every Tuesday and Wednesday.
Be aware Meerkat codes aren’t valid on: Event Cinema and Premier seats. 3D glasses also cost extra.
Q: I WORK FOR THE NHS, DO YOU ACCEPT NHS ID-CARDS FOR DISCOUNT?
A: We don’t offer discounts based on NHS ID cards alone.
However, if you’re an NHS employee, we recommend signing up for a
Blue Light Card to access discounted ticket pricing.
FOOD & DRINK
Q: Where can i find allergen information?
A: You can view allergen details here.
For any other items, just ask a member of our team when you visit, they’ll be happy to help.
Q: CAN I BRING MY OWN FOOD AND DRINK TO THE CINEMA?
A: No outside food or drink should be consumed anywhere on REEL Cinemas premises. We offer a wide range of drinks and snacks for guests to enjoy, and we want to protect our screens, furnishings and everyone’s comfort. We’re also happy to accommodate customers who have dietary requirements.
accessibility & support
Q: ARE SUPPORT AND GUIDE DOGS WELCOME IN THE CINEMA?
A: Yes, trained assistance dogs are warmly welcomed at all REEL cinemas.
If you’re able to, please let us know in advance by filling in our
Contact form so we can offer any support you might need, such as advice on seating or access.
Q: HOW DO I MAKE A SCHOOL BOOKING?
A: Absolutely! We’re happy to accommodate school visits.
Just head to our
Events & Hire page and fill in the contact form at the bottom of the page and a member of our team will be in touch.
Q: DO YOU ACCEPT CEA CARDS?
A: Yes, we do! If you have a valid CEA Card, you’re entitled to a complimentary ticket for your carer when seeing a film with us.
Booking online?
Select a standard ticket and then also select a “CEA Ticket”. When your press “next” you will need to enter your CEA number in the box and then press “ok”. Please remember to bring your CEA Card with you, as staff may need to verify it on arrival.
Booking in person?
Just show your valid CEA Card at the counter when purchasing your ticket, and a complimentary carer ticket will be issued alongside it.
Need a CEA Card?
Q: WHAT AUTISM-FRIENDLY/ RELAXED SCREENINGS DO YOU HAVE COMING UP?
Q: WHAT are RELAXED SCREENINGS?
Relaxed Screenings are specially designed for those who may benefit from a more comfortable cinema environment.
These showings have:
- No trailers,
- Lower sound levels,
- Dimmed lights (not total darkness),
- The freedom for guests to move around if needed
They’re open to everyone and aim to create a supportive space for all.
You can find upcoming screenings, and sign up for showing notifications, on our
Accessible Screenings page.
AGE-ratings & id
Q: Can my child watch a 15/18-rated film if they're with me or have my permission?
A: 18-rated films are strictly for those aged 18 and over, as certified by the British Board of Film Classification (BBFC). We’re legally not allowed to admit anyone under 18, regardless of who they’re with or whether they have parental permission.
We may ask for valid photo ID with a date of birth, such as a passport, driving licence, or a proof of age card (e.g. from Validate UK, PASS Scheme, or YOTI). ID may be requested at any point during your visit.
Q: WHICH FORMS OF ID DO YOU ACCEPT?
A: For alcohol, in line with Challenge 25, acceptable forms of ID are:
· Photo Drivers License
· Valid Passport
· Cards showing PASS hologram
No other form of identification is to be accepted.
Acceptable forms of ID for Film Viewing are:
· Photo Drivers License
· Valid Passport
· Cards showing PASS hologram
· Student Photo ID Card (if it clearly indicates the customers date of birth)
· Yoti App
No other form of identification is to be accepted. Parental consent or accompaniment is NOT a valid form of identification.
If valid ID is not provided or the ID appears to be false, altered or does not match the individual, customers will be refused sale of alcohol and/or access to the film.
Q: WHAT DO FILM AGE RATINGS MEAN, AND WHO CAN WATCH WHAT?
The BBFC (British Board of Film Classification) gives every film an age rating to show who it’s suitable for and these ratings aren’t just guidance, they’re a legal requirement. That means we legally can’t admit anyone who doesn’t meet the age criteria.
Here’s a quick breakdown:
U – Suitable for all ages
PG (Parental Guidance) – Suitable for general viewing, but some scenes may be upsetting or unsuitable for younger children. Parents can decide whether the content is right for their child.
12A – Under 12s must be accompanied by an adult who is over 18-years-old.
15 – Only for those aged 15 and over.
18 – Strictly for adults who are over 18 only.
These ratings help protect young viewers and ensure everyone has a great cinema experience.
Q: HOW OLD MUST A CHILD BE TO VISIT THE CINEMA WITHOUT AN ADULT?
A: Children under 12 years old must be accompanied by an adult aged 18 or over at all times while at the cinema.
events, parties & hire
Q: DO YOU OFFER PRIVATE HIRE?
Yes, we offer a range of private hire options, from full screen bookings to use of our foyer spaces for events or presentations.
Just head to our
Events & Hire page and fill out our enquiry form, and a member of our team will get in touch to help tailor your event.
Q: CAN I SCREEN AN OLDER OR ORIGINAL FILM AT A PRIVATE SCREENING?
In most cases, yes we can play a wide range of film formats on our screens. To discuss the options and technical requirements, just head to our Events & Hire page and fill in our enquiry form, a member of our team will be in touch soon to help plan your screening.
Q: DO YOU DO CHILDREN'S PARTIES?
Yes, our children’s party packages can include film tickets and snacks too.
To get started, head to our
Events & Hire page and fill out our enquiry form with your party details and contact information, a member of our team will be in touch to help you plan the perfect celebration.
Q: HOW DO I MAKE A SCHOOL BOOKING?
A: Just head to our Events & Hire page and fill in the contact form at the bottom of the page and a member of our team will be in touch.
VISITING REEL
Q: WHAT PAYMENT METHODS DO YOU ACCEPT?
A: We accept cash and most major credit and debit cards, including Visa and Mastercard. You can also pay using Apple Pay, Google Pay, or REEL gift cards.
Please note: American Express is not currently accepted.
Q: CAN I SMOKE OR VAPE AT THE CINEMA?
A: No. All REEL Cinemas are strictly smoke-free and vape-free. This includes electronic cigarettes and other vaping devices, both inside the cinema and anywhere on the premises.
Anyone found breaking this policy may be asked to leave immediately, with no refund given.
Q: I think I left something in the cinema, has it been handed in?
The quickest way to check is to pop back into the cinema and speak to a member of our team, they’ll be happy to help.
If you can’t return in person, drop us a message via our
Contact form and let us know as much detail as possible about the lost item, and we’ll do our best to track it down.
Q: CAN I TAKE MY CHILD'S PRAM OR PUSHCHAIR INTO THE SCREEN WITH ME?
Yes, where space allows, prams and pushchairs can be brought into the screen and parked in a designated area near the front. We strongly recommend you bring your baby in a sling or baby carrier as space is not guaranteed.
Please note: fire exits, aisles, and stairways must remain clear at all times, and any items left are at your own risk.
Q: WHAT TIME DO YOU OPEN?
We open 10 minutes before the first film of the day. Opening times can vary, so please check your local cinema’s listings for that day’s schedule.
CONTACT DETAILS & JOBS
Q: HOW CAN I GET IN TOUCH WITH YOU?
Our team are here to help. You can reach us via our
Contact page.
Q: HOW DO I APPLY TO WORK AT REEL
All our job vacancies are posted on Indeed and on our Work For Us page. Keep an eye there and upload your CV to apply.
Q: DO YOU OFFER WORK EXPERIENCE PLACEMENTS?