KEEPING YOU SAFE

The government lifted the remaining COVID restrictions on 19 July, and as a venue that has been hit hard by the lockdowns and ongoing restrictions, we are pleased that things are easing and the country is on a path back to normality.

At Phoenix, the safety and comfort of customers and staff is always our top priority. We said we’d keep our measures under review, and we’ve been listening to feedback from customers and staff. We think now is the right time to begin to increase capacity, so now there are more seats available in our screens (around 40-45% of seats are available), and a few more tables in our Café Bar. There is still lots of space between people and alternating rows will remain blocked off, and in response to customer comments we’ve added more single seats too, with more of them sited centrally.

We’ll continue to keep all of this under regular review, and will update visitor information on our website and in our weekly e-newsletter. And we’d very much welcome your feedback via our customer survey.

Thank you.

KEY SAFETY MEASURES THROUGHOUT THE VENUE

We’ve worked hard to ensure that Phoenix is a safe and welcoming place for everyone, and we have put together this guide to help you plan your visit and learn more about the changes we have made. The information is being reviewed and updated regularly, so do remember to check again before your visit just in case anything has changed.

— UPDATED 6.10.21 —

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:

  • Reduced capacity in our screens (with up to 40-45% of seats available) to allow social distancing, with staggered screening times and allocated seating
  • 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
  • Some changes to our opening times
  • Audio Description headsets still available, and sanitised between each use
  • Adjustments to our ventilation system to increase fresh air levels
  • Mask wearing for customers encouraged
  • Staff fully trained on new health and safety measures
  • Floor markings and signage to help with social distancing
  • Staff on hand to provide guidance and directions, answer questions, and assist with access needs

HERE’S HOW YOU CAN HELP US

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.

 

Arrive no earlier than 15 minutes before your screening, unless you’re visiting our Café Bar first
To maintain social distancing throughout the venue, 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. Do not move seats as this could compromise the safety of other customers.

 

UPDATED: Visiting our Café Bar
We have now reverted back to normal service in our Café Bar. All tables are available on a first-come first-served basis, and food and drink should once again be ordered at the bar.

 

Restrictions on group sizes
We are permitted to take group bookings, however large groups will be split across tables/groups of seats in our screens to maintain distancing within the venue for the safety of staff and customers. We will keep this under regular review.

 

Receive our weekly e-newsletter
We won’t be producing our monthly brochure until the autumn so 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.

Use the main entrance when you arrive
Our staff are full trained and will provide guidance and directions, answer questions, and assist with any access needs.

 

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.

 

Wear a face covering throughout your visit
We continue to encourage the wearing of face coverings in the venue, 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.

 

Maintain social distancing
Please maintain social distancing during your visit, keeping 2 metres away from staff and other customers. To help with this we have installed floor markers and signage across the venue, implemented allocated seating in our screens, and reduced the number of tables in our Café Bar.

 

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]).

 

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

 

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.

VISITING OUR CAFÉ BAR

We have now reverted back to normal service in our Café Bar. All tables are available on a first-come first-served basis, and food and drink should once again be ordered at the bar.

For more information and details of food service times, please visit our Café Bar page

OPENING TIMES

We have made some changes to our opening times, including Box Office hours and food service times in our Café Bar.

Phoenix is open 12pm – 10pm from Monday to Friday,
and 10am – 10pm at the weekend.

PLEASE NOTE: Phoenix will not open until 4pm on Thursday 14, Friday 15, Monday 18 and Tuesday 19 October.

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

BOX OFFICE

Box Office is open from 12pm – 8pm (weekdays), and 10am – 8pm (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.

We have had to make a lot of changes to ensure the safety of our customers and staff, so we have introduced a small charge (50p) to help us cover the extra costs of operating Phoenix at this time. Ticket prices themselves are the same for many customers, and in some cases a little lower than before. MyPhoenix Members’ and Friends’ tickets are exempt from this admin charge.

frequently asked questions

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

AND FINALLY...

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.