A picture of two theatre lights

Welcome Back: Frequently Asked Questions

Find answers to some frequently asked questions about what to expect when you visit Phoenix, now that we've got lots of measures in place to keep our customers and staff safe.

My gift vouchers expired while Phoenix was closed. Will you still accept them?
We realise that you weren’t able to use your Phoenix gift vouchers while we were closed, so we will accept gift vouchers, Gift Membership vouchers and complimentary vouchers with 2021 expiry dates until 31 March 2022.


Do I need to wear a face covering?
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.


What changes have you made to your cinema screens?
We’ve reduced the number of seats available in our cinemas and are allocating seats when you book online or at Box Office to ensure there is distancing between groups in our screens. Please sit in your allocated seat. NOTE: We are returning to full capacity in our screens from Friday 1 April. Alongside this, we are introducing socially distanced screenings as part of our Access Cinema programme.


Do I order my food and drink at the bar, like before?
Yes, we’ve now gone back to our normal Café Bar operation and you should once again order your food and drink at the bar. And don’t forget that there is free Wi-Fi in our Café Bar too. NOTE: Our Café Bar is closing at the end of trading on Wednesday 6 April, for the next phase of building our extension. We will have alternative catering facilities available from Thursday 7 April. Click here for more information.


If I’m unwell on the day of my screening, what should I do?
If you have coronavirus 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.


Why is there now an admin charge when I buy my ticket?
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 to help us cover the extra costs of operating Phoenix at this time. Ticket prices themselves will be the same for many customers, and in some cases a little lower than before. MyPhoenix Members and Friends tickets are exempt from the admin charge.


Can I go to the Café Bar after the film?
Yes, our Café Bar is open throughout the day; food is served from 12pm – 8pm. All tables are available on a first-come first-served basis.


Can I still take snacks and drinks into the cinema with me?
Yes, you can buy drinks and snacks to consume in the screens at the foyer kiosk and bar, as usual, but you should wait until you are seated in auditorium before you consume them.


How are the cinemas cleaned?
Both cinemas are thoroughly cleaned every morning and after each screening, with particular attention on high-touch areas such as door handles, armrests, handrails, etc. We’ve also made adjustments to our ventilation system to increase fresh air levels where possible.


Will you still produce your monthly brochure?
We’ve started to produce our monthly brochure again, but as we’re now programming flexibly it doesn’t have the film times for the whole month in it. So the easiest way to receive programme information is to subscribe to our weekly e-newsletter. Every Tuesday you’ll be sent our cinema listings plus information about our courses, art programme and special events. You can also download weekly listings from our website, and we have copies of the weekly listings available in the venue too.


Are you still offering Film & Dine, Lazy Sundays, Midweek Matinees and other special offers?
Due to restrictions in capacity and resource, we won’t be running Film & Dine, Lazy Sundays, Midweek Matinees, MyPhoenix Mondays or MyPhoenix Passport for the time being, but we will keep this under review in the hope that we can reintroduce them in the future.


What if I need to use the toilets?
Our toilet facilities include an accessible toilet and a Changes Places facility. All our toilets are cleaned thoroughly throughout the day, and we ask that you wear a face covering and keep apart from others as much as possible. There are floor markers indicating where to queue. If it is busy and we need to ask people to wait elsewhere until the queue clears, please cooperate with staff and be respectful of others.


Are families welcome?
Yes, families are always welcome at Phoenix, including in the Café Bar. To ensure everyone’s safety, we ask that children remain seated and that they are accompanied to the toilet by an adult.