Dated 15th August 2016
1. DO YOU SELL GIFT VOUCHERS?
Scott Cinemas Gift Cards are available to purchase in all cinemas or over the telephone by calling 01271 342 550. You can also buy cinema Gift Cards online. All remote Gift Card purchases are subject to a £1.50 postage fee.
2. HOW DO I BOOK ONLINE?
Click on 'What's On' for a full list of all films and times. 'What's On' can list showtimes by either 'All Film' or by date. Once you have decided on a showing time, simply click that time and the 'Book Now' link. Please note that if an individual date shows no performances, then we have not yet added film schedules for that date.
3. ARE THERE OTHER WAYS TO BOOK?
We no longer provide telephone booking facilities, unless you are looking to book a wheelchair space or use a CEA card. You can also advance-book by calling in to the cinema during normal box-office hours and there is no fee for “over the counter” booking.
4. WHY DO I HAVE TO PAY A FEE TO BOOK ONLINE?
To offer these services we have to use other, intermediate companies and the Booking Fees are set to at least help to offset the additional costs incurred by us. We do not charge a 'Credit Card Processing Fee' and credit and debit card booking transactions in person at a cinema do not incurr any additional charge.
5. HOW DO I KNOW IF MY BOOKING IS CONFIRMED?
If you book online you should receive a confirmation email - sometimes these can end up in your “spam” folder, depending on your security settings. In the vast majority of cases the booking will be OK even if you have not had this confirmation. To double check you can either use the “Contact" page on on the web-site (we will reply within 24 hours) or by calling the telephone number of the cinema (at the foot of this page) to speak to a member of staff.
6. HOW DO I CHANGE OR ADD MORE TICKETS OR CANCEL A BOOKING?
If the performance does not have “allocated seating” (this is stated on the booking page of the website) you can add more tickets by just making another booking. You will then have 2 sets of tickets to collect, but you can sit anywhere in the auditorium that is not already occupied when you get in there. For performances with “allocated seating” you may be lucky and be able to buy more seats next to the ones you have already booked, you will see on the seating plan if the seats next to your original booking are still free. If this is not the case, or if you have booked by phone, you will need to call the cinema (See above).
If you would like to cancel or otherwise change a booking you will need to contact the cinema direct not less than 2 hours before the start of the performance. Please refer to our “Terms & Conditions” for full policy details applicable to cancellations.
7. AT SOME CINEMAS IT STATES THAT I NEED TO CALL “DURING CINEMA OPENING HOURS”: WHAT DOES THIS MEAN?
Not all our cinemas are open all day every day - on certain days some open only in the evenings. To ensure that you are calling when there is someone there to help you just check the film times for that day and call after the first performance time. If you are making a visit to one of our cinemas, they each open daily 15 minutes before the first advertised performance.
8. HOW DO I COLLECT MY TICKETS?
You will need to bring the Card that was used to make the booking in order to collect your tickets, or your Booking Collection Code from the App or confirmation email. All cinemas have ATMs, insert the card and your tickets will be issued. Pre-booked tickets can also be issued at any till point within the cinema. Do note that pre-booking tickets guarantees you a seat, and in cinemas with reserved seating or performances with reserved seating, guarantees the seat you have booked - pre-booking does not automatically entitle you to skip the queues in the cinemas, especially during busy times where there may be queues for ATM terminals and ticket sales.
9. I HAVE MADE A BOOKING BUT DON’T WANT TO COME TO THE CINEMA MYSELF TO COLLECT THE TICKETS.
No problem! If you have booked online just make sure that the person who will be collecting the tickets brings the confirmation print-out. Please note that we can no longer search for bookings using the last four digits of the card number.
10. CAN I COLLECT MY TICKETS BEFORE THE PERFORMANCE?
Yes. Simply call into the cinema during opening hours and follow the above procedures for collecting your tickets. You can collect your tickets at any time after they have been booked and before the performance time.
11. WHERE DO I BUY MY TICKETS WHEN AT THE CINEMA?
Most of our cinemas have dedicated ticket desks for ticket purchase within the cinema. Occasionally during quiet times, we may opt to sell all tickets and refreshments from one location rather than a separate ticket desk, and in this case, signage will be on display directing you to the appropriate counter. In our Barnstaple, Exmouth and East Grinstead cinemas, we also have a "self service" ATM where you can buy tickets.
12. I’M RUNNING LATE OR DECIDE NOT TO COME, WILL MY SEAT BE KEPT BACK?
Yes, once the seat is sold to you it will not be re-sold, although we may allocate it to another customer if it is better placed than their seat and you have not arrived within 10 minutes of the film starting. If you decide not to come, we cannot re-sell your seat and therefore cannot reimburse you.
13. WHAT PAYMENT METHODS CAN I USE?
We accept most major Credit/Debit cards but not American Express or Electron, and all of our sales terminals can accept credit and debit card payments. We accept Contactless payments in all cinemas, and you can use your NFC-enabled mobile phone for Apple Pay and Android Pay transactions.
We do not accept cheque payments.
14. WHY DO SOME PERFORMANCES HAVE ALLOCATED SEATING AND SOME NOT?
This varies according to how busy we expect a performance to be and also sometimes on the size of the auditorium and also helps us to set staffing levels more efficiently and to keep ticket prices as low as possible.
15. WHAT IS A FAMILY TICKET?
A Family Group Ticket covers two full price (Adult, 15 years and over) admissions and two reduced price (Student/Senior/Child, 14 years and under) admissions. They can also be used for 1 adult and 3 child admissions, and further children/grandparents/adults, etc. can be added at normal relevant prices. You don't have to be related to use this discounted ticket, and we'll try to be flexible.
16. WHAT AGE DO ADULT PRICES START AT?
In line with film classification laws, adult prices start at 15. For full details of pricing policy please see our “Terms & Conditions”
17. CAN I BRING A BABY INTO THE CINEMA?
For your enjoyment and the enjoyment of others, we strongly recommend that very young children are taken to our specially tailored and great-value Kid's Club weekend performances rather than standard screenings. However, the MAJORITY of our cinemas allow babies entry to morning and afternoon shows of child friendly U, PG and even some 12A certificate films. This is always at the Duty Manager's discretion and the decision is based on many factors, including the type of film, the audience and the numbers present for that film. If entry is permitted we ask that babies are taken out of the screen if they cause any disturbance whatsoever, and failure to do this will result in all members of the group being asked to leave. No refunds will be given under these circumstances. We may consider a goodwill refund if you bring the baby out yourself, but are unable to calm them enough to re-enter the screen within a reasonable time. Under 2's, if admitted, are free if they sit on a carer's lap, but will be charged for if they occupy a seat. All 3 year olds and over will be charged the child's rate whether they occupy a seat or not. If customers pre-book and are not permitted entry a full refund will be given excluding booking charges, so we do suggest checking film suitability with the cinema beforehand. The standard call-rate landline numbers for each cinema can be found near the top of this FAQ page.
18. WHAT DOES “12A” MEAN? WHO CAN SEE A “12A” FILM?
This means that children under 12 CAN watch a “12A” film as long as they have someone 18 or over with them. Children aged 12 and over can go in unaccompanied
19. WHAT IS PREMIUM / PULLMAN SEATING?
Premium seats are larger, more comfortable seats placed towards the rear of the auditorium.
Pullman seats are large, slightly reclining seats with extra leg-room placed in an exclusive area with no seats immediately in front.
20. HOW LONG DO THE ADS & TRAILERS RUN FOR?
Ads and trailers normally run for approx 25 minutes. Some films have no Ads before them, in these cases 10 minutes are allowed for trailers only.
The time advertised is no less than 10 minutes before the feature film starts.
21. DO YOU PARTICIPATE IN THE MEERKAT MOVIES PROMOTION?
Yes, at all sites. There are Terms & Conditions that apply to all Meerkat Movies tickets - please see the Meerkat Movies offer section on this website, or the comparethemarket.com website, for more details.
22. HOW DO I FIND OUT WHAT FACILITIES FOR THE DISABLED A CINEMA HAS?
Each cinemas 'Cinema Details' page on this website describes the accessibility features that the cinema has, and also our Accessibility Policy can be found by clicking the link at the bottom. If you need any further details, you can use the 'Contact' page or speak to a member of staff in any cinema by calling the numbers above. Detailed accessibility information is also available on our automated phone line 0300 124 0275.
23. I HAVE A BLUE COMPLIMENTARY OR 'ADMIT ONE' TICKET, WHEN CAN I USE IT?
Blue passes and blue Admit One guest passes can be used for any film at any time, except where films are marked as Free List Suspended. We recommend checking with the cinema first (see 5).
Red Admit One passes sold via our Corporate Tickets system will all be valid on Free List Suspended films, and the pass will be marked to show this.
24. WHAT IS "FREE LIST SUSPENDED (FLS)?"
This put simply means that we cannot allow any free tickets for a film - this would include Blue complimentary passes and Admit One passes (except where noted). These restrictions are placed by the film distributors.
25. WHY CAN I NOT GET INFORMATION ABOUT THE FILMS YOU WILL BE SHOWING IN ADVANCE?
Some major releases can be set somewhat in advance and then we can often publish times and take bookings for some weeks before they start. Most programmes however are re-set on a weekly basis, if a film performs above expectations over a weekend it will likely be held for a further week. If it does not perform as expected it may end later that week, or may have a reduced number of performances per day for its next week.
This means that the film details for any week (the cinema week runs Friday to Thursday) will normally be on the website and phone system by the preceding Monday, usually after 6pm.
Each cinema does have a list of “likely” future films. These are not set in stone, but may help.
26. WHY IS IT THAT NOT ALL THE FILMS I WANT TO SEE ARE SHOWN AT YOUR CINEMAS?
There are often 8 or 9 films released each week and we have to select from those which we think will do the best business. The smaller the town, the fewer screens the cinema is likely to have and this will mean that only films from the top 5 or 6 are likely to be shown. We do always try to match programming to the preferences of the local population.
27. WHY ARE THERE SOME WEEKS WHEN YOU HAVE MORE THAN ONE FILM IN A SCREEN AND OTHER WEEKS WHEN YOU HAVE THE SAME FILM SHOWING ALL DAY, REDUCING MY CHOICE?
Film Distributors often require all shows, every day and unless we agree to this we cannot show that film on its release date. This policy is reviewed weekly, on Mondays, and when for example, we have been showing a family film all day, every day, we will add a different, more adult film in the evenings when we are permitted to do so.
28. WHY DO I HAVE TO PAY MORE TO SEE 3D FILMS? WHY, HAVING PAID EXTRA, DO I HAVE TO GIVE THE GLASSES BACK?
3D films cost more to make, cost us more to show, and the Digital Projectors plus 3D equipment cost anything from £65,000 to £90,000 per screen. In addition to this glasses cost £17 per pair.
The 3D surcharge is needed to recover at least some of these costs.
29. WHY ARE SO MANY FILMS IN 3D ONLY, DO YOU OFFER A CHOICE OF 2D SHOWS?
Most films that plays in 3D, we will also show in 2D at some point if that option is available to us. Because of rules laid down by distributors, sometimes we may only be able to show a film in 3D during it's opening week of release, but where this happens we will always try to provide 2D shows at a later date.
30. WHAT TYPE OF 3D DO YOU USE?
All of our cinemas use Dolby 3D. We chose Dolby as in our view it is the best system available, and also has the lowest running cost which measn we can keep the 3D upcharge as low as possible.
31. THE MESSAGE "PLEASE NOTE THAT YOUR SEAT SELECTION HAS BEEN ADJUSTED IN LINE WITH THE CINEMAS BOOKING POLICY." IS DISPLAYED DURING BOOKING.
For performances with allocated seating, the website seating plan will not allow you to leave a single-seat gap between your own booked seats, and others that have already been booked. This is to ensure that for busy performances, customers arriving in groups are not left to find single seats in the auditorium.
32. MY 15 YEAR OLD CHILD WAS REFUSED ADMISSION TO A PERFORMANCE BECAUSE THEY DID NOT HAVE ID WITH THEM...
It is against the law to knowingly admit any person into an age restricted film who is not of the age required. For all age restricted films (12A, 15 and 18 certificates) photographic identification and proof of age may be requested. We cannot admit any persons to an age restricted film who are, or appear to be, under the age required. The word of an accompanying parent is not regarded as proof, and it is the sole responsibility of the cashier and manager to judge a young persons age. Photographic proof of age cards can be obtained from www.citizencard.com.
33. WILL YOU SEND ME SOME FREE TICKETS FOR A RAFFLE I AM HOLDING?
We receive many messages from charities and organisations every week with requests for cinema tickets and sponsorship. Whilst we will respond to every message, as we receive so many requests we unfortunately cannot always help everybody.
34. HOW CAN I CONTACT THE CINEMA DIRECTLY?
You can call each cinema during opening hours using the numbers listed on the 'Contact' page of this website. Not all of our cinema are open all day, every day, and therefore no members of staff will be available to take phonecalls until they open. Please note that staff cannot take advance bookings on these telephone numbers (except CEA Card bookings), and any requests for ticket booking will be passed back to this website.
35. WHY DOES MY GIFT CARD EXPIRE?
Our Gift Cards have a long validity period of 24 months (2 years) from the date of purchase if they remain inactive. An 'inactive' card is one that has not had any further balance added to it. Accountants and financial institutions treat Gift Cards issued as a "debt" that must ultimately be repaid. When Gift Cards are exchanged for something with a monetary value (i.e cinema tickets and refreshments), the balance returns to the business and therefore the debt is paid. If unused Gift Cards were to not have an expiry date, that "debt" could never be consolidated. Therefore, it is necessary to set an expiry date so that monies can be recouped within a period of time, and debts consolidated.