Cineworld Reviews 

Bring family and friends… but good luck actually booking together, you’ll need it!

We have multiple Unlimited memberships, all paid for by me, yet the new app has removed the ability to book us together. My 9-year-old can’t even have his own account, but I can no longer book his seat from mine. How is that supposed to work?!

The old app worked perfectly. The new one has taken a simple booking process and made it completely unworkable for families. Utterly farcical. If this isn’t fixed, I’ll be cancelling all our Unlimited memberships.

I used the Cineworld Newport on isle of white, it’s clear if your there longer than 3 hours you need to register your vehicle if watching a film in the cinema. I asked the staff about this, I took the drinks through and came back out before the film started asking the staff again where is the machine to register the vehicle, they showed me the screen and I registered my vehicle, the screen confirm the vehicle was registered. I went back to watch the film as we had only been in the car park 15 minutes. I have now received a letter for overstaying 3 hours. This means the I pad is not talking to the tickets being issued and is there an incorrect charge. I can not reach anyone at the cinema to discuss over the phone to obtain evidence. One film has cost £100

Cineworld Ashton moss is terrible. Don't go there if you want a nice experience. The staff are absolutely vile and lazy. They can't do the job they are paid to do. Some absolute low life girl stood there folding cardboard and watching me while I stand at the till waiting for service, only then to be told that till isn't working..my reply. You actively saw me stood here waiting and two staff were in front of me and nobody said the till isn't working but they carried on serving other customers before me while I missed the film. I got a mouth full of abuse from the untrained girl there. Will not be going back. Get better staff. Also the icee drinks are absolutely terrible.

Updated app doesn’t let me get to the end of the ticket booking process. Get error message at personal details section. This is on top of the change to stop being able to book both mine and my wife’s ticket together as unlimited members. Why change - makes the whole process so much more complicated. Seriously thinking of cancelling both our unlimited memberships and start using another cinema chain local to us. Talk about changing things without first testing whether the new app works and making things harder for the customers who are paying!!

I have just updated the cineworld app and have logged into book tickets for myself and my husband, but cineworld have inconveniently removed that ability. I have since located the email saying this would happen, but it's ridiculous. My husband and I always book for eachother, it means we are guaranteed to get a seat next to eachother, now we have to synchronise our bookings, and it also means we can pay once for the extra charge movies. Now we need to make two payments. It's not a big issue, but it is hugely inconvenient. Why go backwards in customer experience? Surely you want to ensure your customers have the best app experience? Begrudgingly off to go and make two separate bookings on two separate apps with two separate logins on two separate devices for one movie.
Back again and downgraded to one star. We started the bookings and my husband chose seat 18 and I was about to select seat 19, next to the wall, he clicked next to purchase and got the error : "You cannot leave a single seat gap from an aisle." Seriously?! So not only do we have to each make a booking, we also have to check the order of who books first and where to make sure we don't get the error next time. Oh, and while I am ranting, the seats we have tried to book twice now are held, so we will just sit patiently and wait for the seats we plan to book to become available to us again. What fun. Maybe we should wait for the movie to come out on Netflix.
Oh, i am back again, I now tried to book seat G19, selected unlimited and clicked "your details". Guest name and email were pre-populated with my details. Jolly good. When I clicked the payment button, I got 2 error messages: 1/ "Failed to save details. Refresh your app to try saving again." 2/ "Could not save customer details".
The messages disappear and you are left with the payment button, which, if you click it again, the same errors appear and disappear. Lovely stuff.
So no booking the cinema via the app for us. And just because, here are some words from the email: "On this date, we will be launching a new website and mobile app designed to provide a smoother booking experience." Hmpf.

Useless Update
Another terrible updated website. All was fine, but they decide to update the website/App and totally ruin it. Big mistake. Why?
I just don't get it, if everything works well, what is the point in updating it and making it worse. Was so easy to use before, and now it is more complicated.

i purchased tickets for a movie 2 days in advance. next morning still with over a day before showing i realised i booked wrong time.

called them. no answer
emailed via contact form. repeated automated email reply.
even tweeted no reply

all i wanted was to move them to the earlier showing. which was still plenty of space with half the cinema empty seats.

they refused to swap. i wasnt even asking for a refund. so charge back it is and rethink whom i watch films with now.

Cineworld need better service and have lost a a bunch of customers over this

Come to the cinema, bring your friends and family, it’ll be great! However, you have to all book individually - good luck!

You used to be able to add a friend so you could book seats together but now they’ve removed this option so you have to book individually and hope you can get seats together. Considering visiting the cinema is a dying art, and how they’re trying to push visiting and encourage it as a way to get people together, this feels like a huge step back. Hopefully they will revert back to how it was previously or we will likely also be cancelling our unlimited cards like others have mentioned.

New unlimited card holder booking conditions are ridiculous. Currently you could and family and friends who have unlimited cards to your booking enabling 1 person to book for all and therefore being able to book to sit together. Now from Thursday apparently this is no longer an option and everyone has to book separately therefore not being able to sit together. The solution they say is you can change seats once you have booked. What is the point when it is a big new release you are not going to be able to find seats together. I will be cancelling my membership if this is not reversed as will countless others.

Ordered tickets for a 15 without knowing for me and my 12 year old daughter.

Whilst they wouldn't overlook it (I get it) they didn't make a fuss, this was my error and they refunded me without issue

Refund policies that don't match their system and website capabilities - I was unable to cancel one ticket for a four person booking within their refund policy timeframes.

The customer service is an absolute mess - repeated automated and copy / paste emails that kept insisting I bought the ticket from the cinema rather than on their website - I bought on the website using my account!!

Requested escalation several times and not once did that happen.

All that for an £11 ticket. I will not use from now on, Odeon in Hatfield is much better for seat comfort, customer service and worth the trip!

Transphobic.
Cineworld: The cinema chain faced targeted boycott calls within community forums like r/transgenderUK after adjusting its policy for gender-segregated toilet blocks inside its theatres. Management stated the update was necessary to maintain the statutory definitions of "female" and "male" spaces to avoid public liability.

IVE EMAILED THE CEO OF CINEWORLD EDUARDO ACUNA . HE DOESNT GIVE AHOOT . MY WIFE AND I ARE OLD AGE PENSIONERS WE RECENTLY WENT TO CINEWORLD [MILTON KEYNES] THE PLACE WAS DISCUSTING, THE SEATS WERE RIPPED AND HAD NO PADDING. THE FLOOR WAS FILTHY. AS FOR THE TOILETS DISCUSTING . MR ACUNA [CEO] DOESNT CARE , WE HAVE YOUR MONEY NOW GO AWAY ... IVE EMAILED TRADING STANDARS, AND MY LOCAL MP. CANT BE BOTHERED TO REPLY . HOW MUCH SALERY IS HE ONE TO IGNORE PEOPLE .

Brighton Marina - biggest issue here is the clientele - dog rough families who think it is appropriate to bring five children under the age of 4 to a 12A film and disrupt the entire 2.5 hours for everyone. Staff couldnt care less and the website customer care team were equally indifferent.
Never again.

I requested my membership be cancelled before the next payment.

The customer support agent said they would cancel it. Then 3 days later I get told I have to make a payment and my account will run another month.

Disgusting customer service. No wonder people don’t bother to go to the cinema anymore.

All films, all formats - all yours for £4
Join us on Saturday September 5th and Sunday September 6th for National Cinema Weekend!

Celebrate the big screen with a star-studded lineup of films for just £4 a ticket, in selected formats. IMAX tickets are priced at £6.

This is really naughty six pounds for IMAX when all other cinemas are £4 plus including that Screen in the price hope you lot close down in the times and conditions is that every single screen for quid all weekend every screen at every cinema you're just getting money out of people

Inclusion should be more than a tick box. Unfortunately, my experience with Cineworld Stevenage has left me questioning whether their statements about accessibility and inclusion translate into reality.

We attended a screening where an accessibility aid was needed to provide live captions. We explained this to staff before the film.

Despite that, during the screening we were approached about the phone being used for accessibility and had to explain the situation again.

Staff then returned with headphones.

This was after we had already explained that the accessibility need related to deafness and that live captions were being used so that dialogue that couldn't be heard could instead be read.

Offering headphones to someone who cannot use them to access the dialogue demonstrates exactly the kind of disability-awareness problem I have subsequently been trying to raise with Cineworld.

Unfortunately, it didn't end with the cinema visit.

During my complaint, I was again directed towards Audio Described screenings, despite repeatedly explaining that the issue was hearing and access to captions.

I also raised the availability and timing of subtitled screenings.

Having subtitled screenings listed as an accessibility provision is all very well, but accessibility needs to work in the real world.

Disabled people work.

They have jobs, responsibilities, families and social lives just like everyone else.

Scheduling accessible screenings predominantly during daytime or matinee hours means that many disabled people who work normal office hours simply cannot attend them.

The solution should not be to effectively tell a disabled customer to travel to another town or try a larger Cineworld where there might be more subtitled screenings available.

Why should a hearing customer be able to finish work and visit their local cinema at a convenient time, while a deaf customer may have to travel elsewhere simply to access the same film?

That isn't what equality or meaningful inclusion looks like to me.

Instead of putting the burden on disabled customers to travel further, repeatedly explain themselves or negotiate the use of accessibility technology, why not look seriously at the scheduling?

Why can't subtitled screenings be offered across a meaningful range of days and times, including evenings, so that people who work can actually attend them?

Accessibility isn't achieved simply because a subtitled screening technically appears somewhere on the timetable.

If the people who need it cannot realistically attend it, how accessible is it?

My complaint has raised wider concerns about disability awareness, staff training, accessibility technology, subtitled screening schedules and Cineworld's approach to inclusion.

Yet rather than seeing evidence that these wider issues are being considered by an appropriate corporate accessibility or inclusion team, I was told the complaint had been escalated to the Cinema Management Team.

My most recent communication from Cineworld was an automated holding email on 22 August. It is now 31 August and I have received no substantive response to my last email or confirmation of further escalation.

This is why Cineworld's inclusivity messaging increasingly feels to me like a tick-box exercise.

Real inclusion isn't:

"We offer subtitled screenings."

"We have headphones."

"Speak to the manager every time you visit."

"Try another cinema."

Real inclusion is understanding the barrier and asking what can reasonably be done to remove it.

It means training staff to understand that different disabilities require different adjustments.

It means recognising that accessibility technology can be essential.

It means scheduling accessible screenings at times disabled people can actually attend.

And it means not expecting disabled customers to continually explain, justify and negotiate their right to the same leisure experience everyone else takes for granted.

Disabled people don't need accessibility that works on paper. We need accessibility that works in real life.

Having an accessibility statement is easy.

Making disabled customers genuinely feel included is what matters.

Sadly, our experience at Cineworld Stevenage and the handling of my complaint since have left me feeling that there is a significant gap between the two.

I have had Unlimited membership for my daughter and myself for 6 years. My daughter is going to university, there isn't a Cineworld there so i neded to cancel that membership. Telephone contact no longer works, no live chat & no reply to a message after more than 24 hours. So I've had to cancel both memberships rather than just the one i wanted to cancel, No customer support and you'll lose loyal customers

Paid for two tickets and didn’t even get to see the film we booked. When purchasing online, there was no warning whatsoever about a local football match that made parking near the cinema virtually impossible. By the time we arrived and realised the cinema car park was inaccessible due to football traffic, alternative parking was charging up to £20 — completely unreasonable when the tickets themselves were only £4.99 each.

This could have easily been avoided if Cineworld had informed customers in advance, especially those who aren’t local or aware of match days. To make matters worse, no refund was offered despite the circumstances.

Really disappointing experience. I’ll be using Omniplex in future — they seem to value their customers far more. Would not recommend.

Cheltenham Cineworld have seemed to have an influx of people attending their cinemas lately who are very disruptive from their phones being out recording to lights constantly shining and people talking loudly and laughing and making stupid noises even after staff have come in and asked them to stop to even verbally abusing people in the film who have asked them to not be disruptive and ruin everyone’s cinema experience I don’t think enough is being done about this and I think it needs more than someone coming in for a min just to check or not at all like in some cases a lot of the staff don’t take ur complaints seriously enough or seem to care it makes you not want to go I think a new system needs to be put in place before you loose customers and money as people don’t come to the cinema to put up with this.