Keeping you Safe

Though there is no longer a mandatory requirement to wear masks indoors, we continue to encourage mask wearing throughout the venue for the safety of staff and customers.

In line with government and cinema industry guidance, we’ve put measures in place across the venue to keep all our visitors and staff safe. Here’s what you can expect:

• Mask wearing encouraged throughout the venue, except when eating or drinking.
• Reduced capacity in our screens, with allocated seating. NOTE: we are returning to full capacity in our screens from Friday 1 April.
  
• Advance bookings and contactless payments encouraged.
• Increased cleaning in all areas.
• Hand-sanitising stations throughout the venue.
• Perspex screens at Box Office and in the Café Bar.
• Adjustments to our ventilation system to increase fresh air levels.
• Staff on hand to provide guidance and directions, answer questions, and assist with access needs.
• Audio Description headsets available, and sanitised between each use.

Please don’t visit us if you have any Coronavirus symptoms
If you have symptoms, or anyone in your household has had any symptoms in the last 14 days, please don’t come to Phoenix. If you’ve booked tickets in advance and can no longer attend because you’re self-isolating, you’ll be able to get a credit note or a refund – contact Box Office by emailing [email protected] and we’ll get in touch with you to arrange this.

Wear a face covering throughout your visit
Though there is no longer a mandatory requirement to a face covering, we continue to encourage mask wearing throughout the venue (except when eating or drinking), unless you have a valid exemption. Please be respectful of others – remember that some people are unable to wear a face covering and the reasons for that may not be apparent to you.

Arrive no earlier than 15 minutes before your screening, unless you’re visiting our Café Bar first
To avoid crowds gathering, it’s no longer possible for customers to wait in the foyer before a screening. Screen doors will open 15 minutes before the film. When you arrive for your film, if you already have your ticket confirmation you should go straight to the screen, or to the Café Bar if you are having drinks or eating with us. If you need to buy a ticket when you arrive, please go to Box Office.

Please sit in your allocated seat
We have reduced the number of seats available in our screens and are allocating seats to maintain social distancing. Please stay in your allocated seats – your seat number is printed on your ticket.

Receive our weekly e-newsletter
To receive details of our film programme, screening times, art events and short courses direct your inbox please subscribe to our weekly e-newsletter. It only takes a moment to do this at phoenix.org.uk/newsletter. Alternatively login to our website and select the option in your communication preferences.

Restrictions on group sizes
We are unable to push tables together in our Café Bar so it may be necessary to split large groups across multiple tables.

Use the hand sanitiser provided
Please sanitise your hands when you arrive and regularly during your visit. Hand sanitising stations are located throughout the venue.

Make contactless payments wherever possible
Contactless payment is available at all pay points in the venue.

Book your tickets online in advance
Wherever possible, please book your tickets online, and bring your ticket confirmation with you, either printed out or on your phone. This means you’ll be able to go straight into the screen without going to Box Office. If you would like to book access seating or have any other problems, please contact Box Office, either by phone (0116 242 2800) or email ([email protected]).

Take your rubbish with you when you leave the screens
We need to sanitise the cinemas between each screening, and this can take some time. To help us, please take all your rubbish and used glasses to a collection point or bin when you leave the auditorium after your film.

Speak to our staff if you need assistance or support
Our staff are full trained and will provide guidance and directions, answer questions, and assist with any access needs.

Café Bar opening times
Our Café Bar is open from 12pm, serving hot & cold drinks and a wide range of wines & beers.

Food service times
12pm – 8pm daily

The next phase of construction for our Phoenix 2020 expansion project will focus on creating our new Café Bar, and joining the extension to the existing building. This means that our Café Bar will close at the end of trading on Wednesday 6 April, and will then be walled off from the foyer.

We will, therefore, have some temporary facilities in place while our new Café Bar is built.

For more information please visit our Café Bar page

Phoenix is open 12pm – 11pm from Monday to Friday,
and 11am – 11pm at the weekend.

Box Office opening times
Box Office is open from 12pm – 9pm (weekdays), and 11am – 9pm (weekends). There is an email and telephone messaging service when Box Office is not staffed. You can email us on [email protected]. Our Box Office phone number is 0116 242 2800.

As a result of the pandemic we have had to make a lot of changes to ensure the safety of our customers and staff, and in October 2020 (when we reopened after the first lockdown) we introduced a small charge (50p) to help us cover additional costs. Ticket prices themselves have remained unchanged for many customers, and in some cases are a little lower than before. MyPhoenix Members’ and Friends’ tickets are exempt from this charge.

If there’s something you’d like to know and it hasn’t already been covered here, try our FAQs section. And if your question still hasn’t been answered email us on [email protected] and we’ll get back to you as soon as possible.

View frequently asked questions

As you can see we have had to make many changes to ensure the safety of our customers and staff. Please be respectful of others and follow the instructions and advice of our team members, who have all been fully trained and are here to help. If you have any concerns or suggestions about how we can improve please email us at [email protected]

Thank you.