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FAQs

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General

01
How much are tickets?

Current ticket prices are:

  • AED 36.75
  • AED 55
  • AED 47.25
  • AED 65
  • AED160
  • AED135
  • AED95
  • AED70
  • AED50
  • Starting from AED 50
  • AED 75
  • Starting from AED 50
  • Starting from AED 168
  • AED 90
  • AED 63
  • AED 78.75
  • AED 30
  • AED 47.25
  • AED 47.25
  • AED 55

02
When do you update your online movie schedules?

Weekly - our schedule refreshes every Thursday.

03
Why is a session time different at the Cineplex than what is shown in the newspaper or internet movie listings?

We must submit our session times for newspaper and internet listings at least 3 days in advance and even earlier when there's a public holiday. So when there are changes to the schedules, these cannot be corrected as amendments aren't accepted after submission. To confirm a session time, please check the updated schedules on our website or app.

04
How many days in advance can I book tickets?

You can book tickets as soon as a movie session becomes available on our website or app.

05
What time do the cinemas open?

From 10am and close half an hour after the last showtime in the evening. The opening and closing hours depend on first movie and the last movie of the day at the cineplex - we may also offer midnight screenings and double midnight screenings

06
Where can I direct my enquiries?

Visit our contact page for details.
http://reelcinemas.ae/en/information/wecare.aspx

07
Can I cancel my booking and request 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 watch your movie.

08
How can I make changes to my booking?

You can only make changes to your booking by going directly to 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 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. All tickets and bookings fees are non-refundable.

09
Do children need movie tickets?

Toddlers under 2 years old can enter for free but won't be entitled to their own seat.

10
What are the rules & regulations in Reel Cinemas?

1) Smoking is not permitted inside the cinema auditorium. Neither is bringing in your own food and drinks. 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) 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.

11
What do film ratings mean?

Movie ratings are mandated by the National Media Council and are strictly followed at Reel Cinemas. You must not purchase tickets for people who are not permitted by the ratings to watch that movie. Unfortunately, no refunds or exchanges will be applicable on any such purchases.

  • Rating definitions:
  • G
  • PG13
  • PG15
  • 15+
  • 18+
  • PG

Note: You may need to show ID for proof of age

12
What is Dolby Atmos?

Dolby Cinema is sound that moves around you in three-dimensional space, so you feel like you're inside the action

13
What is Mx4D?

MX4D® Motion EFX Theatre, the newest evolution in the 4D cinema experience, provides a totally immersive environment, where you actually "feel" the action on the screen from the built-in motion and effects in the seats and theatre around you.

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Guy Fieri's Kitchen and Dine-in Cinema

01
What is the age restriction and policy for Dine-in Cinema?

Dine-in Cinema at Jebel Ali Recreation Club has 2 types of sessions. Some sessions are licensed movie sessions for those aged 21 years and above only.

Other sessions are for all ages (provided movie age rating restrictions are adhered to).

Sessions at The Dubai Mall and The Pointe are for all ages (provided movie age rating restrictions are adhered to).

Please ensure you check the website.

02
Can I purchase a movie ticket without food?

Yes, check the ticket types and prices under General FAQs, Question 1.

03
What if I change my mind on the food selection when I made my online booking?

Please tell the staff upon arrival to the cinema and we will do our best change the food item, but we cannot guarantee availability of other items.

04
Can I order additional food during the movie?

Yes, just place your order at the reception counter before the movie starts.

05
How do I order drinks?

Place your drinks orders at the reception counter before the movie starts.

06
How much are Dine-in Cinema tickets?

Check the ticket types and prices under General FAQs, Question 1.

07
What time should I arrive for my movies in the Dine-in Cinemas?

We suggest arriving at least half an hour before the start of your movie so that you can order any additional food or drinks.

You may also order a drink in the restaurant whilst you wait for your movie to start.

08
Do you offer children packages for Dine-in Cinema?

Standard Packages are applicable to persons of all ages.

09
Is the Dine-in Cinema wheelchair-accessible?

Yes, we have an elevator as well as designated areas inside the cinema screen.

Bookings can be made at the cinema.

10
Can I use my Reel Cinemas Gift Card for Dine-in Cinema?

Yes, you can use your Gift Card for Dine-in Cinema tickets or when dining at the restaurant.

11
Can I dine at the restaurant without watching a movie?

Yes, our restaurant is open 7 days a week from 10am until close.

12
Are reservations required for the restaurant?

We operate on a first come, first serve basis in the restaurant.

If you are watching a movie in the Dine-in Cinema then online bookings are recommended.

13
How do I book a private event?

Simply contact our group bookings team on 800-DUBAI-MALL (800-38224-6255) or email at groupbookings@reelcinemas.ae

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Dolby Cinema

01
What is Dolby Cinema?

Dolby Cinema is a premium cinema concept created by Dolby Laboratories that combines state-of-the-art audiovisual technologies such as Dolby Vision, Dolby Atmos, a signature entrance and superior design features.

02
What will be the pricing of Dolby tickets?

Check the ticket types and prices under General FAQs, Question 1.

03
Are movies played in 3D in Dolby Cinema, and do you need to watch movies with 3D glasses?

Yes, some movies are currently being played in 3D in Dolby Cinema. Glasses will be provided, but you must return them after the session.

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Online Booking

01
What forms of payment do you accept?

We currently accept Visa, MasterCard, JCB credit card and Reel Cinemas Movie Gift Cards for online purchasing.

02
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.

03
How much does a ticket cost?

The total ticket cost is detailed in your shopping basket before you confirm your purchase.

04
What about Municipality Tax?

All prices quoted on this site are inclusive of Municipality Tax.

05
Are there any credit card discounts, complimentary passes or promotions that are applicable with online booking?

No credit card discounts, complimentary passes and promotions are applicable with online bookings. These are only applicable for direct purchase at the box office.

06
Can I select seats?

Yes, you can select your seats by clicking on the seats you want on the seating plan. You'll be charged according to the number of seats selected.

The seats you have selected are highlighted in purple. To de-select, click on the purple seats and you can re-select your preferred seats again.

07
How many tickets can I purchase online?

There is a maximum purchase limit of 10 tickets per transaction. You may perform as many transactions as you wish and there are no online booking fees.

08
How do I collect my tickets?

Book your movies online and show the screenshot or printout of your digital ticket at the screen entrance.

09
Do I require my credit card to collect my tickets?

To collect tickets at the box office, the cardholder must bring along the same credit card used to make the booking online.

10
How can I make changes to my booking?

You can only make changes to your booking by going directly to 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. All tickets and bookings fees are non-refundable.

11
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. So if you do not collect your tickets, your card would already have been charged and no changes/cancellations/refunds will be allowed.

12
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 allowed if you do not turn up to collect your tickets.

13
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.

14
Where can I make an enquiry?

For any enquiries, please contact us.

http://www.reelcinemas.ae/en/information/wecare.aspx

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3D Movies

01
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. So you can expect the visuals to "come alive" as if the characters and objects in the film are actually in the same room as you.

02
Will the cinema screen be able to project the 3D effects successfully as the screen is flat?

Yes, with special 3D projection equipment and the special 3D glasses. A pair of 3D 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.

03
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 Cineplexes as soon as we receive confirmation from the film distributors on the availability of the 3D movie.

04
Why is a 3D movie ticket more expensive than regular movie ticket?

We attach a premium value to 3D tickets because of the investment costs required for a smooth and efficient presentation and experience.

Unlike 2D digital presentations, the costs involved in the equipment, glasses, manpower and service / equipment maintenance are significantly higher.

05
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 movie.

06
What happens if there is a defect found on the glasses during the movie, or if 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.

07
Are the 3D glasses one-size-fits-all?

Yes

08
What should I do if I feel ill during a 3D movie?

Remove your 3D glasses, close your eyes and relax. If you need further assistance, please leave the hall and approach any of our ushers stationed just outside the hall.

09
Can I get a full refund if I find the 3D effects disturbing?

You are free to leave the hall if the 3D effects not sit well with you, but we will be unable to offer a refund if there are no technical faults or problems with the service.

10
Why are children below 2 years of age not recommended to watch 3D movies?

We do not recommend it because everyone needs a pair of 3D glasses, and these are only given out with an admission ticket. As a child below 2 years of age doesn't need a ticket, this would mean you'd need to buy an extra ticket. Also, the glasses are a one-size-fits all design, which may not fit your child.

11
If there is no usher stationed outside hall during the movie, what should I do?

Please approach the usher station in front of the main entrance and he / she will assist you.

12
Can I purchase the 3D glasses as a memento?

Movie tickets purchased include a pair of 3D glasses and you may take them home as a memento.

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Gift Card

01
Where can I buy the Movie Gift Card?

Movie Gift Cards can be purchased from the counters across all Reel Cinemas.

02
Why should I buy Movie Gift Card?

The Movie Gift Card is the perfect gift for your friends, family and loved ones.

Holders of a Movie Gift Card can purchase tickets, food & drinks at all Reel Cinemas counters as well as Guy Fieri’s Kitchen and Guy’s Burger Joint, and book movie tickets online.

03
Can I purchase movie tickets for Platinum Suites or food & drinks at Platinum Lounge with my Movie Gift Card?

Yes, Movie Gift Cards are accepted for ticket purchases for Platinum Suites or food & drinks purchases at Platinum Lounges.

04
Is there a limit to how much credit can be loaded on the Movie Gift Card?

Yes. You can credit the Movie Gift Card with a maximum of AED 2,000. The minimum value that can be loaded is AED 20.

05
Are there any additional fees associated with the Movie Gift Card, other than the load value?

No, the card is free of charge.

06
Can I reload the Movie Gift Card?

Yes, it's reloadable.

07
What do I do if the purchase amount is greater than the AED value available on my Movie Gift Card?

If the purchase amount is greater than the AED value on your Movie Gift Card, you will need to make the additional payment with cash for purchases at the counters or food & drinks counters.

For online bookings, if the purchase amount is greater than the AED value on your Movie Gift Card, we are unable to complete the online transaction.

08
Does the Movie Gift Card expire?

Yes, it expires 5 years after issue.

09
How do I activate the Movie Gift Card?

It is automatically activated at the time of purchase.

10
Can I purchase tickets at the self-service kiosk with a Movie Gift Card?

Not yet, but very soon, self-service kiosk will be enabled to accept Movie Gift Cards.

11
Where can I check my balance for the Movie Gift Card?

You can check your balance anytime on the Gift Card page on this website. You will be required to enter unique 16 digit number on your Movie Gift Card. You can also check your balance at any box office counter at Reel Cinemas. Any balance remaining in your card will also be displayed on your receipt after purchases at Box Office counters and food & drinks counters. Your balance can be used towards your next purchase.

12
Where is the Movie Gift Card accepted and what can I purchase with it?

The Movie Gift Card is valid for purchases at Cineplex counters, food & drinks counters across all Reel Cinemas and via online bookings made on Reel Cinemas website.

13
How many times can I use my Movie Gift Card?

Your Movie Gift Card can be used as many times as necessary to complete the credit spend, within the 5 years validity period. The total monetary value credited does not have to be spent in a single transaction.

14
What do I do when I have spent all my credit on my Movie Gift Card?

The card is reloadable and only expires after 5 years from date of purchase, so you can top it up with funds at our Box Office.

15
What if I wish to cancel a booking made using my Movie Gift Card?

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.

16
What if there is still credit on my Movie Gift Card when it expires?

Card is valid for 5 years. Once the Movie Gift Card has expired, it becomes invalid for use and the expired amount is not refundable.

17
What if my Movie Gift Card is lost or stolen?

Please remember that the Movie Gift Card must be treated as cash. Reel Cinemas is not responsible for any lost, misplaced, stolen or damaged cards, including credit loaded onto such cards.

18
What are the terms & conditions for Movie Gift Card?

  • - Using the Movie Gift Card constitutes acceptance to the terms and conditions
  • - Reel Cinemas reserves the right to update or amend the terms and conditions without prior notice
  • - Valid for purchases at Reel Cinemas counters, food & drinks counters, Guy Fieri’s Kitchen, Guy’s Burger Joint and via online bookings made on reelcinemas.ae
  • - Once purchased, a Movie Gift Card is non-refundable and cannot be redeemed for any monies, credit or otherwise
  • - Valid for 5 years from the date of purchase. After reaching the expiry date, any remaining value on the card cannot be claimed back and the card is not reusable
  • - Reel Cinemas reserves the right to cancel issued cards for reasons including, but not limited to fraudulent use and stolen cards
  • - Please keep your Movie Gift Card safe. Only original, undamaged Movie Gift Cards will be accepted as a form of payment
  • - Reel Cinemas is not responsible for any lost, misplaced, stolen or damaged cards, including credit loaded onto such cards
  • - Refunds from purchases will not be re-credited onto your Movie Gift Card
  • - Reel Cinemas reserves the right to correct the balance of your Movie Gift Card if a clerical, billing or accounting error has occurred. If you have queries relating to your transaction history or any corrections made, please call Reel Cinemas on 800-DUBAI-MALL (800-38224-6255)
  • - Any balance remaining in your card will be displayed on your receipt after purchases at Box Office counters and food & drinks counters and can be used towards your next purchase. Alternatively enquire at - Reel Cinemas Box Office counters to check the current balance of your card.
  • - Should you require further information on the Movie Gift Card, please visit www.reelcinemas.ae or call 800-DUBAI-MALL (800-38224-6255)
  • - Other terms & conditions apply