Frequently Asked Questions

Are you open again?
We are now open again at all except for 2 of our cinemas. Royal and Flora will reopen before the end of July 2021. 
 
Will we have to wear a mask?
In England, from the 19th July, we recommend that the use of face coverings are still worn when moving around the venue.
In Scotland and Wales, as per government guidelines, cinema patrons must wear face coverings at all times except when eating or drinking in the auditorium or seated in one of our restaurants. Children under 12, and those that are medically-exempt, are not required to wear a face covering. 
 
How are you maintaining social distancing? - see full details here
In England, from the 19th July, in all seat-allocated performances (where you choose your seats at the time of booking) a single empty seat will be automatically placed between all bookings. If the performance is seat-unallocated (where you choose your seats when you arrive in the auditorium) we will always leave at least 20% of tickets empty within the auditorium to allow for distancing between bookings. 
In Scotland and Wales, each group will be automatically physically distanced by at least 1m from others within the auditorium.  
 
I have a booking but I have covid symptoms and/or must now isolate, what is your refund procedure?
If you are displaying symptoms it's important that you do not attend and instead should follow government advice including getting tested if advised. With regards to your booking, please contact us and we will discuss options with you on a case by case bases. You can call the Box Office of your local cinema or email action@merlincinemas.co.uk 
 
I had tickets for an event that didn’t happen because you were closed. What is happening?
We appreciate there were many people affected by our closure. Since returning to work our Support Office team who handle event booking and customer enquiries have been reaching out to our suppliers and contacts to re-schedule as many events as possible. Most have now been either confirmed as re-scheduled or sadly cancelled – you can see a list here. We will be contacting customers with further information; we are hugely grateful for your patience and understanding while we work through all the bookings with a reduced team. You can contact us here if you require more information. 
 
I had ordered a Gift Card while the Support Office was closed, when can I expect this to arrive?
Thank you to everyone who supported us by buying a gift card during the lockdown, all online orders should now have been processed. If you are still waiting, please contact us here
 
I have a Movie Magic Card that was active when you closed, will you be extending my membership?
Yes, if your card was active when we closed in March 2020 we have gifted you back any lost days, PLUS an extra 90 days. You can check the expiry date of your Movie Magic Card by logging in to your online account. 
 
I had a Gift Card that would have expired during the lockdown, can it still be used?
Yes, we have extended all Gift Cards and Guest Passes that were active on 18th March 2020. You can speak to our box office team to check the new expiry date. 
 
If you have a question that hasn't been covered here, please contact us for more information here
 

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