This Frequently Asked Questions section should answer all of your common questions regarding Reel Cinemas at The Dubai Mall or Dubai Marina Mall. Please review the Question and Answers below. Should you not find the information you are looking for, feel free to contact us on our customer service number or the request form located on the right-hand side of this page.
General
- Current ticket prices
| The Picturehouse | AED 35 |
| Standard at The Dubai Mall | AED 35 |
| 3D Standard at The Dubai Mall | AED 45 |
| Platinum Movie Suites at The Dubai Mall | AED 130 |
| 3D at Platinum Movie Suites | AED 160 |
| Premier | AED 55 |
| 3D at Premier | AED 75 |
| Premier Child | AED 35 |
| 3D at Premier Child | AED 55 |
Premier Basic
(Applicable for the first two rows only) | AED 35 |
We are pleased to inform you that Reel Cinemas at The Dubai Mall offers takeaway 3D glasses. A charge of AED 3 is applicable in addition to the 3D movie ticket. Guests are welcome to bring back the 3D glasses for future 3D screenings at Reel Cinemas, The Dubai Mall in which case no charge will be levied for the glasses. 3D tickets purchased at Reel Cinemas, Dubai Marina Mall come with a 3D glasses, which are to be returned after watching the movie.
- When do you update your online and phone movie schedules?
- Why is a session time different at the Cineplex than what is shown in the newspaper or internet movie listings?
We are required to submit our session times for newspaper and internet listings at least 3 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 amendments are not accepted after submission. To confirm a session time, please check the updated schedules on our website or at the box office.
- How many days in advance can I book tickets?
- What time does your box office open and close?
The box office will open at 10.00am and will close half an hour after the last showtime in the evening. The opening and closing hours of our box office varies as they depend on first movie and the last movie of the day at the cineplex. Furthermore, Reel Cinemas may offer midnight screenings, and double midnight screenings, hence the variations of timing.
- Where can I direct my enquiries?
- 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 under any circumstances. All tickets sold are non-returnable and non-refundable, even if you do not turn up to collect your tickets. There is also a non-refundable booking fee of AED2.50 per confirmed ticket transaction.
- 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 where you booked your tickets. This is subject to seat availability for 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 the 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 all children below 1.2m (120 cms) in height. Toddlers can enter for free but will not be entitled to have a seat to himself/ herself.
- What are the rules & regulation in Reel Cinemas?
1) Smoking and outside food and beverages are not permitted inside the cinema auditorium. The cinema reserves the right to do random bag checks at the auditorium entrance.
2) Any recording devices are strictly prohibited inside the cinema
3) Platinum Movie Suites are only applicable to patrons above 18 years of age.
4) Reel Cinemas strictly adheres to the film rating regulations of the UAE and reserves the right to refuse admission if proof of age cannot be given
- What do film ratings mean?
The National Media Council requires that all films for public exhibition be classified. There are five standard classifications which may sometimes have a cautionary note attached.
| Rating | Description |
|---|
| G | All ages but from two years old and above |
| PG13 | All ages allowed but children under 13 are not allowed |
| PG15 | All ages allowed but children under 15 are to be accompanied by an adult |
15+
| 15 years old and above only. Children aged 14 and under are not allowed even if accompanied by adults |
18+
| 18 years old and above only. Children aged 17 and under are not allowed even if accompanied by adults |
| Banned | For political or religious reasons |
All movies rated 15+ and 18+ (proof of age is required) may contain medium to high level of AVLH. No underage tickets should be purchased. This is a regulation by the Ministry of Information and Culture.
- What forms of payment do you accept?
We currently accept Visa, MasterCard and JCB credit cards for online purchasing.
- Is it safe to use my credit card?
We incorporate SSL security within this site, an industry standard technology that is recognised as the best software available today for conducting secure commerce transactions over the internet.
- How much does it cost?
In addition to the relevant ticket price for the movie, there is a non-refundable booking fee of AED2.50 per confirmed ticket. Total ticket cost, including booking fees, is detailed in your shopping basket prior to confirming your purchase.
- What about Municipality Tax?
All prices quoted on this site are inclusive of Municipality Tax.
- Are there any Credit Card Discounts / Movie Gift Vouchers / Complimentary Passes / Promotions that are applicable with online booking?
No credit card discounts, movie gift vouchers, complimentary passes and promotions are applicable with online and phone bookings. These are only applicable for direct purchase at the box office.
- Can I select seats?
Yes, you can select your seats by clicking on the seats you want on the seating plan. You will be charged according to the number of seats selected. The seats you have selected are highlighted in blue. To de-select, click on the blue seats and you can re-select your preferred seats again.
- How many tickets can I puchase online ?
There is a maximum purchase limit of 10 tickets per transaction. You may perform as many transactions as you wish. For each ticket, there is a non-refundable AED2.50 booking fee.
- How do I collect my tickets?
Your tickets are immediately available for collection at the box office of the Cineplex where you booked your tickets after you have completed your purchase and received the confirmation of booking. For security reasons, the cardholder must be present to collect the tickets and will need to bring along the same credit card used to make the bookings, along with the Email confirmation or booking reference number. Please also note that the management reserves the right to request for the cardholder's identification for verification purposes.
- Do I require my credit card to collect my tickets?
Yes, the cardholder must bring along the same credit card used to make the booking online, to collect tickets at the box office of the Cineplex that he or she booked the tickets with.
- 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 where you booked your tickets. This is subject to seat availability for 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 the 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.
- Will I be charged if I do not collect my tickets ?
The booking system works via your credit card and it will be charged immediately on confirmation of booking. Hence if you do not collect your tickets, your credit/debit card would already have been charged and no changes/cancellations/refunds will be entertained.
- What is your refund policy?
All transactions once completed and confirmed are not exchangeable or refundable under any circumstances. No refunds or exchanges will be entertained if you do not turn up to collect your tickets.
- When is my credit card debited?
Your credit card is debited once you click the Purchase button. Adding items to your shopping cart does not result in your credit card being debited, but clicking the Purchase button on the screen does.
- Where can I make an enquiry I could not find the answer here?
- 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. A pair of 3D glasses will be made available to patrons that 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?
Reel Cinemas 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 complimentary movies passes allowed?
No, all complimentary movie passes exclude 3D titles.
- Under what circumstances would a penalty fee be charged for the 3D glasses?
Reel Cinemas at The Dubai Mall now offers takeaway 3D glasses and a charge of AED 3 is applicable in addition to the movie ticket. Guests are welcome to bring back these 3D glasses for future 3D screenings at Reel Cinemas at The Dubai Mall, in which case no charge will be levied for the glasses. Reel Cinemas at Dubai Marina Mall provides 3D glasses to patrons which must be returned to the ushers prior to leaving the cinema hall after the movie. Failure to do so will incur a penalty of AED 200 only.
- 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)
You will need to approach the usher at the back of the hall to exchange your pair for another one.
- How are the glasses maintained and cleaned between sessions and users?
3D glasses are collected after each screening at Reel Cinemas at Dubai Marina Mall and they are transferred to a different venue to be thoroughly cleaned using chemicals approved by the manufacturer. They are then placed in a tray to be distributed to patrons again. To ensure enough "rest" time between screenings, Reel Cinemas carries sufficient pairs of 3D glasses to ensure usage in a few screenings before the cycle returns to the first batch of 3D glasses.
- Are the 3D glasses free-sized?
Reel Cinemas at The Dubai Mall offers Adult and Child size 3D glasses that patrons can choose from. While Reel Cinemas at Dubai Marina Mall offers one-size-fits-all 3D glasses.
- 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?
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?
Reel Cinemas 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?
Reel Cinemas 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 Reel Cinemas 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 2M usher station in front of the main entrance and he / she will assist you.
- Can I purchase the 3D glasses as a memento?
Reel Cinemas at The Dubai Mall now offers takeaway 3D glasses and a charge of AED 3 is applicable in addition to the movie ticket. Guests are welcome to bring back these 3D glasses for future 3D screenings at Reel Cinemas at The Dubai Mall, in which case no charge will be levied for the glasses. Reel Cinemas at Dubai Marina Mall currently do not have glasses available for sale.