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: Are advance ticket sales available at the Theatres?
A: Tickets can be purchased online and at box office for most movies each Thursday for the following 7 days. Occasionally, tickets are offered in advance for select films. Please visit the home page www.cineplex.com for up to date information regarding movies and events that are available for advance sales
Q: How do I reverse an incorrect charge on a credit or debit card?
A: You should contact the customer service department of the company or bank that issued the card. The card issuer then initiates an investigation with Cineplex Entertainment to determine whether the transaction was processed in accordance with the card issuer's rules, including the appropriate authorization of the transaction.
Q: How can I purchase tickets online?
A: You can purchase tickets online by visiting
https://cineplex.repeatseat.biz/TicketSale/CineplexTheatreList.aspx?Language=1
Please remember to bring the same credit card you used to purchase the tickets, and a copy of the order confirmation that was e-mailed to you upon completion of your purchase.
Q: Can I print my tickets at home?
A: Currently, the service of printing your tickets at home is not available. All tickets bought online must be picked up directly at the theatre using the same credit card you used to purchase the tickets. Please remember to bring a copy of your order confirmation.
Q: How can I find showtimes for my theatre on your site?
A: To find showtimes for a theatre near you please click on the following link: www.cineplex.com
Please choose the city under the "Province-City" drop-down menu and click on the "Find" button. All theatres in that city will display along with a list of the movies they will be showing. To narrow the search field, choose a specific theatre under "Theatre" and/or movie under "Movie". Please note that if you choose a movie before choosing the theatre, you may receive a message stating "Search produced no results" which means that that theatre is not showing that particular movie.
My Cineplex Newsletter
Q: How can I subscribe to your newsletter?
A: My Cineplex is Cineplex Entertainments’ automated newsletter service. Subscribers can receive weekly emails with showtimes for their favourite theatres.
To subscribe to My Cineplex, please visit
http://my.cineplex.com/profiles/edit/myaccount/
Q: How can I unsubscribe from your newsletter?
A: To unsubcribe from the My Cineplex newsletter, please use the unsubscribe link at the bottom of the newsletter, or the link shown below:
http://my.cineplex.com/profiles/edit/mysubscriptions/
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
mycineplex
Q: How do I become a member?
A: To become a mycineplex.com member you must register first and then create a "screen name" or "alias" for yourself. Follow this link to register now.
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. You can also at any time once signed in edit your Profile by clicking on 'Go to my account' link at the top of the page
Q: How do I change my profile picture?
A: To change your profile picture you must be signed into mycineplex. Click on the "Picture" tab located in your 'Profile' section. This will take you to the "Add/Update Your Profile Picture" page. Once there, you can insert a new profile picture by clicking on the "Upload" button and then 'Save and Continue' to finalize your changes. You must read and agree to the 'Terms of Membership' before being able to upload the photo.
Q: Do I have to show everyone my profile?
A: As a mycineplex member, information that you add under the 'Basic info' and the 'Personalize' tab will not be seen by other members with the exception of 'city' and 'birthdate' where you can choose to make this public or private. Any other information that you add to your 'Public profile' under the mycineplex section (screen name, favourite genres, directors, actors, movie quotes etc) will be made public to other mycineplex members.
Q: How do I upload a video?
A: At this time, video upload is only available to mycineplex members as part of a contest. . To upload a video, you must be a registered member and signed into mycineplex. On the 'Video' page, click on the 'Upload video' link and follow the instructions provided. Video size cannot exceed 100MB. The video formats allowed are mpg, mov, wmv, avi, mp4, swf, rm, qt.
Q: How do I upload photos into my gallery?
A: To upload a photo in your personal gallery, you must be signed into mycineplex.com. Go to your profile page and click on 'Upload photo' link. Follow the instructions provided. Photo sizes cannot exceed 2MB and the formats that are allowed are JPG, TIF, BMP. Occasionally, mycineplex may conduct exclusive contests for members in which entrants must upload photos. For member photo contests, Click on 'Photo' page, you must read through the 'Rules and terms of conditions'. If you decide to enter, you can do so by clicking on the 'upload photo' link and follow the directions. Note that you must be a mycineplex member and signed in to participate.
Q: How do I enter a contest/competition on mycineplex.com?
A: On the 'Video' or 'Photo' landing page found on mycineplex.com you will see contests listed in the right hand column or menu. Click on the contest you would like to enter and you will be taken to that contest page. Once there, you must read through the 'Rules and terms of conditions'. If you decide to enter, you can do so by clicking on the 'upload video/photo' link. Note that you must be a mycineplex member and signed in to participate.
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 mycineplex members to receive custom, up-to-date information from their favourite mycineplex online content sources, all in one news index.
Q: How can I rate a video?
A: You must be a mycineplex member, with screen name, In order to rate a members' video, you must go to the that member's user profile, access the show page view, then rate the video by clicking on the number of stars you think that person's video deserves.
Q: Where do I report inappropriate content?
A: If you see user generated content on the site which you believe is inappropriate based on our 'Terms of Membership', you can mark the content for review by clicking the "Flag as Inappropriate" link found under the questionable comment, video or photo. You can also report it using the Contact Us form. The content will be reviewed by our moderators to determine if it meets the terms of membership and moderation guidelines for mycineplex.com
Q: Why can't I see everyone's profile?
A: Currently anyone can see your public profile? The assumption was that unless signed in you can only see the members landing page but nothing further than that.
Q: I am having problems posting/Why was my video/photo removed?
A: All posts, including comments, reviews and photos are moderated after they are posted to the site. If your post does no longer appear on the site after you have uploaded it may not meet our community. If you believe that the content you posted followed community 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.