General

When do you update your online and phone movie schedules?

Our online and phone movie schedules are updated every Wednesday evening each week. These schedules will reflect the showtimes from Thursday to the following Wednesday of each week. Please note that Cathay Cineplexes does not provide its movie schedules to any other third party websites.

Why is a showtime different at the Cineplex than what is shown on the newspaper movie schedules?

In order to insert our movie schedule advertisements in the newspapers, we are required to submit our movie schedules at least 2 days in advance and even earlier when there is a public holiday. Hence, when there are changes to the schedules, these cannot be corrected as the newspapers will not accept amendments after submission. To confirm a showtime, please check the updated schedules in our website or at the box office.

How many days in advance can I book tickets?

As long as the schedule for the movie title you would like to book is reflected online or at the box office, you may book your tickets up to 7 days in advance. For some movies, an even more advanced schedule may be available for you do your booking.

What time does your box office open and close?

The box office will open half an hour before the first showtime in the morning and will close half an hour after the last showtime in the evening.

The opening and closing hours of our box office varies from one cineplex to another as they depend on first movie and the last movie of the day at each cineplex. Furthermore, one Cathay cineplex may offer midnight screenings, while another Cathay cineplex offers double midnight screenings, hence the variations of timing.

Where can I direct my enquiries?
How do you tell if a movie is on the “No Free List”?

If the movie title is accompanied by an asterisk ( * ) , it is on the “No Free List”.

Can I cancel my booking and request for a refund?

After your booking is confirmed and paid for, no cancellations or refunds will be allowed. All tickets sold are non-returnable and non-refundable even if you do not turn up to collect your tickets or for any other reasons.

How can I make changes to my booking?

You can only make changes to your booking by going directly to the box office of the cineplex that you booked your tickets. This is subject to seats availability of the movie and/or showtime that you want to change to. You need to make the changes at the box office at least 2 hours before movie showtime that you originally booked. No changes can be made after the movie that you originally booked has started and all tickets and bookings fees are non-refundable.

Do children need movie tickets?

Tickets need to be purchased for children above 5 years of age. A child below this age can enter for free but will not be entitled to have a seat to himself/ herself

What are the Terms and Conditions of the special Student's Rate at all Cathay Cineplexes?
  • RM6.00 per ticket from Mondays to Fridays, for movies before 6pm at any Cathay Cineplexes.
  • This promotion is open to all Primary, Secondary and Tertiary students in Malaysia.
  • This promotion is not valid on Public Holidays and the Eve of Public Holidays.
  • Each student pass is valid for 1 discounted ticket only.
  • This promotion is not valid with online / phone / corporate / block bookings, other discounts, promotions and 3D movies at Cathay Cineplexes.
  • Student must be present & produce valid student pass on purchase of tickets at the box office.
What are special rates for senior citizens?
  • RM5 per movie ticket, before 6pm from Mondays to Fridays.
  • Not valid on Eve of Public Holidays & Public Holidays.
  • Valid at all Cathay Cineplexes.
  • Please remember to produce identification as the rate is only valid for senior citizens aged 55 and above.
  • This special rate is valid for box office purchases only and not for online and phone bookings.
  • Not valid with any other promotions, 3D movies, credit card discounts, vouchers and passes.
  • Please note that without the proper identification, normal rates will apply.

All credit card discounts, movie gift vouchers, complimentary passes and promotions are not applicable with online and phone bookings. These are only applicable for direct purchase at box office.

Can I select seats?

Yes, you can select your seats upon payment at the Box Office.

Will there be any confirmation number given for phone booking?

Yes, the system will generate a confirmation number for phone bookings

Instructions for use of the Interactive Voice Response System

Step 1: Introduction
Cathay Movie Line allows you to book movie tickets using the telephone and your credit card

Press:
* for help at any time
# to move back a step

Step 2: Theatre Selection
Customer has to select a theatre in which he / she would prefer to watch a movie.

Press:
4 for the previous theatre in the list
5 to select the current theatre
6 for the next theatre in the list

Step 3: Movie Selection
Following the Cineplex Selection (after pressing 5), the customer will be prompted to select a movie.

Customers under the age of 21 are not allowed to view R21 movies.

Press:
4 for the previous movie title in the list
5 to select the current movie title
6 for the next movie title in the list

Step 4: Booking by Day of Month or Date of Week
Here the customer has to select the booking method.

Press:
1 to book by Day. Subsequently, the customer will be prompted to

Press:
1 Today
2 Tomorrow
2 to book by Date. For the date selection, the customer has to enter 2 digits for day and 2 digits for month. (ie. 0203 for 2nd of March)

Step 5: Time Selection
A list of all available showtimes, based on the above date selection, will be displayed. Users will be requested to make his selection from this list.

Step 6: Quantity
This applies to the number of tickets for the selected movie. The maximum number of tickets is 10. Key in the appropriate number of tickets to be purchased, followed by the # key.

Step 7: Verification
At this stage, selection made by the customer is read out.

Press:
1 to confirm your selections
2 if you have changed your mind.
(All previous selections made will be erased and the customer will be brought back to the welcome menu again.)

Having done that, the system will verify the specified details (cinema venue, movie title, day & time of movie screening, number of seats booked etc.). If all details are accurate, the system will go ahead and conduct a check to see if seats are available and if so, a request for the caller’s payment particulars will set in. The entire booking process will be completed once this information is obtained and the system will have the booking of seats physically blocked. You may wish to make your bookings using the V-CODE System.

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3D Movies
What can I expect when watching a 3D movie?

The visual presentation system employed in 3D movies attempts to maintain or recreate moving images of the third dimension, giving the illusion of depth as seen by the patron. So patrons can expect the visuals to "come alive" as if the characters and objects in the film are actually in the same room as the patron.

Will the cinema screen be able to project the 3D effects successfully as the screen is flat?

Yes with special 3D projection equipment & the special 3D glasses. Each patron will be loaned a pair of 3D glasses to wear throughout the main feature and these glasses will help create the illusion of depth required to make the on-screen visuals "pop out" of the screen, as if it were right in front of you.

How often will the Cineplex screen 3D titles?

We are looking at showcasing several movies in 3D moving forward and the frequency of this would approximately be at least once every 2 months as we depend on film distributors to confirm if there is any upcoming release available in 3D format.

Are we able to know in advance which movies are going to be screened in 3D?

Yes, we will advertise this information online and within our cineplex premises as soon as we receive confirmation from the film distributors on the availability of the movie in 3D format.

Why is a 3D movie ticket more expensive than regular movie ticket?

Cathay Cineplexes has attached a premium value to 3D tickets because of the investment costs required to ensure a smooth and efficient presentation and experience for patrons. Unlike standard 35mm and even 2D digital presentations, the costs involved in the equipment, glasses, manpower and service / equipment maintenance are significantly higher. This is also a price model adapted from countries who already showcase 3D movies as a permanent feature i.e. USA, Australia

Are there any movie packages or discounts for 3D titles?

As this is a fairly new concept for Singapore movie goers, Cathay Cineplexes would prefer to keep pricing as simple as possible i.e. 1 price tier each for weekday and weekend rates and based on feedback from patrons moving forward, evaluations will be carried out before deciding if different price tiers should be introduced to allow 3D movies to be as accessible as possible to all audiences.

Why is Cathay Cineplexes not allowing discounts for 3D movie tickets?

All current discounted and promotional ticket rates recognized by Cathay Cineplexes were implemented when movies were presented in not more than 2 formats (35mm and digital), both based on the same price structure. With 3D movies being charged at a premium rate, it would not be feasible to assume the same discount model as the base price is different. Hence, Cathay Cineplexes will launch 3D movies with no promotional rates till sufficient data can be collated for evaluation before determining if a more varied price structure is required.

Are complimentary movies passes allowed?

We will issue complimentary movie passes valid for 3D movies, only if the patron had encountered an interruption / cancellation for a 3D screening that he / she booked tickets for. If the complimentary movies tickets were issued in compensation for a fault unrelated to 3D movies, then the complimentary pass will not be valid for 3D movies.

Why is there a rental fee for the use of the 3D glasses?

Unlike previous 3D releases where the 3D glasses used by patrons were made of paper and could be discarded after the screening, 3D glasses being employed for 3D screenings now are made of sturdier material, with more features built in to facilitate better comfort and a longer wearing duration for the patron. As such, the investment made to secure these 3D glasses is significantly higher and because these glasses are reusable, a rental fee has to be imposed to ensure that patrons take good care of the pair loaned to them so that the person using them next will not be given a faulty pair.

Under what circumstances would a penalty fee be charged for the 3D glasses?

We will impose a penalty fee of SGD$70.00, only if a patron were to lose the pair of glasses assigned to them and fail to return them to the ushers prior to leaving the cinema hall after the movie.

What happens if there is a defect found on the glasses before the movie?

You will need to approach the usher at the back of the hall to exchange your pair for another one before the start of the main feature.

What happens if there is a defect found on the glasses during the movie? (eg: I don't feel the 3D effect)
How are the glasses maintained and cleaned between sessions and users?

When the 3D glasses are collected after each screening, they are transferred to a different venue to be thoroughly cleaned using chemicals approved by the manufacturer before they are placed in a tray to be distributed to patrons again. To ensure enough "rest" time between screenings, Cathay Cineplexes has acquired enough pairs to last a few screenings before the cycle returns to the first batch of 3D glasses.

Are the 3D glasses free-sized?

Yes, the 3D glasses are a one-size-fits-all design

What should I do if I feel nauseous / ill?

Patrons who feel ill should remove their 3D glasses, close their eyes and relax. If you need further assistance, please leave the hall and approach any of our ushers stationed just outside the hall.

Am I able to change the movie if I feel like I'm not able to continue with the 3D effects?

Cathay Cineplexes will provide a refund or a complimentary movie pass for 3D screenings that have been interrupted or cancelled, not allowing the patrons to watch the movie from start to end. Otherwise, we regret that no refund can be extended should the main feature commence punctually and proceed with no faults / interruptions.

Can I get a full refund if I find the 3D effects disturbing?

Cathay Cineplexes will address incidents like these on a case-by-case basis but the company policy would be to not facilitate a refund if there were no inherent faults in the presentation from a technical or service provision perspective as patrons are free to leave the hall should the 3D effects not sit well with them

Why are children below 3 years of age not allowed into the hall?

Cathay Cineplexes is not insisting that children below 3 years of age not be allowed into the hall. We do not recommend it simply because, every patron admitted needs a pair of 3D glasses and to redeem a pair, the person needs an admission ticket. As a child below 3 years of age does not require a separate admission ticket, this would mean an additional ticket purchase on the part of the parent / guardian. As the glasses are a one-size-fits all design, it may not fit the child well, which may inevitably mar the viewing pleasure of the child. Nevertheless Cathay Cineplexes respects the decision made by parents / guardian but will need for the child to have a separate admission ticket purchased under such circumstances.

If there is no usher stationed outside hall during the movie, what should I do?

Please approach the usher stationed at the Level 6 usher station in front of The Grand Cathay and he / she will assist you

Can I purchase the 3D glasses as a memento?

At present, we do not have glasses available for sale but this is also something that we will look into moving forward, should we sight a demand for it.

What would Cathay offer if there is a hall breakdown? Would I receive a cash refund considering that we are paying more and there may not be 3D titles available for booking all the time?

In the event of a screening interruption / cancellation, Cathay Cineplexes will offer affected patrons a complimentary pass valid for the next 3D film or for any other film should the patron not wish to catch a 3D movie. As an alternative, refunds in full will also be facilitated.

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