Cinemas - No or poor disabled access
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Cinemas must make 'reasonable adjustments' to allow a disabled person to use their services. If they don't, they must be able to show that their failure to do so is reasonable. An example of making a reasonable adjustment is installing a ramp to allow wheelchair access.
If you feel that the cinema has not taken reasonable efforts, you should raise the issue with the company via Resolver and ask for feedback. If you think that the cinema’s answer is not sufficient, you should take your case to the Citizens Advice Bureau for advice and guidance.
You should know
Your booking A cinema’s terms and conditions usually state that pre-booked tickets are non-refundable. If you contact the cinema, you might be allowed to change your tickets; as this is time sensitive, phone using the Resolver app and record your call. Booking failed If you booked online, and the booking appeared to have failed, you should check your email to see whether you received confirmation of the booking. If not, phone the cinema via the Resolver iPhone or Android app to check whether the booking has been confirmed. Film cancelled If the film screening is cancelled, you are entitled to a full refund. The cinema is not required to give you a refund on the cost of transport to the venue if you have already arrived, but you can ask about its policy. Arrived late If you arrive late, you should still be allowed access to the cinema. The cinema can choose when this is, to minimise disruption to those watching the film. Booking fees Ticket sellers must give clear and honest information about prices and booking fees. If there are booking fees, check to see whether paying by debit card reduces them. All additional fees must be clearly displayed from the outset when the price of the ticket is shown. There is no cap on the charge for booking fees. Behaviour Under a cinema’s terms and conditions, it is likely that any member of the public who is disruptive, noisy or aggressive can be removed. If this is the case, it is unlikely that you will be entitled to a refund. If another member of the public is disturbing your experience, report it to a member of staff as quickly as possible. Food & drinks The cinema might have restrictions on what food and drink you can bring into the venue with you; it is likely that only alcohol purchased on-site is allowed to be consumed in the cinema. Recording It is illegal to record a movie. If you are caught, the cinema has the right to report you to police. The charge carries an unlimited fine and could mean a prison term of up to 10 years. Age restrictions Films are given age ratings, and you must ensure that those who attend are the required age. The ratings are: Lost ticket If you have lost your ticket, consider whether you have any evidence of your purchase: for example, an email confirming the booking or a credit card receipt. You will need to provide proof of purchase for the cinema to consider reissuing your ticket. Cinema Exhibitors’ Association card If you need additional assistance when accessing a cinema, you should apply for the Cinema Exhibitors’ Association (CEA) card. This will allow a carer to attend the cinema with you for free. Lost property If you have lost property at a cinema, and it is found, the cinema will hold onto it for you for a reasonable length of time.
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Helping you with No or poor disabled access
Resolver covers the issue No Or Poor Disabled Access for 13 companies and organisations:
