FREQUENTLY ASKED QUESTIONS

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.

 

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 safe social distancing between groups in our screens. You must sit in your allocated seat – do not move seats as may compromise the safety of other customers.

 

Do I need to wear a face covering?
We continue to encourage the wearing of face coverings in the venue wear a face covering when you arrive and throughout your visit to Phoenix unless you have a valid exemption, though this is no longer mandatory. 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.

 

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 will be open throughout the day. We introduced table reservations as a temporary COVID safety measure, but now that we are taking steps back to normality we don’t need to do this anymore. From Saturday 11 September we will no longer be taking table reservations in our Café Bar and all tables will once again be available on a first-come first-served basis. We’re still taking table reservations up to 10 September – you can book using our online form or by calling Box Office – but if you haven’t booked just check with a member of staff to see if there’s space for walk-ups on the day.

 

Will I still order my food and drink at the bar, like before?
No, we’re now offering table service in the Café Bar. A member of staff will take your order once you are seated at your table, and card payments can be made at your table too. And remember that there is free Wi-Fi in our Café Bar.

 

Can I come to Phoenix with a group of people?
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.

 

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 won’t start producing our monthly brochure until later in the autumn, 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’ll also be able to download weekly listings from our website, and we will 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.

 

My gift vouchers expired while Phoenix was closed. Will you still accept them?
We realise that you haven’t been able to use your Phoenix gift vouchers while we’ve been closed, so we’ll accept expired gift vouchers, Gift Membership vouchers and complimentary vouchers dated 17.3.20 – 30.9.21 until 31 December 2021.