Vue is dedicated to giving each and every one of our guests an exceptional Big Screen Experience. At Vue, we believe there is nothing like the full blown big screen experience delivered at its best, which demands the perfect tuning of the seats, the screen, and brilliant sound.
Accessibility and Assistance
Accessibility at Vue
Vue is dedicated to giving our customers an exceptional big screen experience.
Vue accepts the following accessibility arrangements:
CEA Card - the only accessibility card that allows you to book online ahead of your visit.
- Access Card - this can be presented in venue to purchase tickets.
- 2:1 Carer Arrangement - a request can be submitted to Customer Services, where relevant ID and supporting documents for both the disabled guest and their carer will be required.
- If you do not have a CEA Card, valid photographic ID linking the disabled guest to one or more of the following may be accepted: Disability Living Allowance (DLA), Attendance Allowance (AA), Personal Independence Payment (PIP), Armed Forces Independent Payment (AFIP), or proof of being a registered blind person.
Booking with a CEA Card
We participate in the national CEA Card scheme, accepted at all our venues. You can use your CEA Card to book tickets online and in venue, with no booking fee applying to CEA bookings.
To book online, enter your CEA Card number in the 'Enter code or CEA number' field on the booking page. For more information, please go to the CEA website.
My CEA Card is expired, lost or damaged
If a CEA Card has expired, you will need to reapply directly with CEA.
If the card has been lost, stolen or damaged, you should also contact CEA directly for a replacement, including any eligibility documents and payment required by CEA.
Do you offer 2:1 carer tickets?
Yes. In addition to the CEA Card scheme, Vue also offers a 2:1 carer arrangement. Guests who wish to apply should contact Customer Services, who will advise what supporting documents are needed.
Audio Description (AD)
Audio Description is available on AD-compatible films for customers who are visually impaired. This service does not affect the viewing experience for other guests.
The normal soundtrack plays through the cinema speakers as usual, while a recorded narrator explains what is happening on screen through personal headphones. For the best results, guests are recommended to sit in the middle of the screen and ask a member of the venue team for headphones on arrival.
Do you have any subtitled or open captioned screenings?
Yes. We schedule open-captioned screenings for customers who are hard of hearing. In most cases, foreign-language films not in English will also include subtitles.
Customers should look for the 'open captioned' label, or filter for subtitled films on their local venue's What's On page.
Do you have any autism-friendly screenings?
Yes. Autism-friendly screenings currently take place on the last Sunday of every month. Details are published on the What's On page, where guests can filter by autism-friendly screenings.
These screenings are designed to be relaxed, with dimmed lights, lower volume and no ads or trailers. Customers are welcome to move around and make noise if needed.
Can I bring my assistance dog into the venue?
Yes. Assistance dogs are allowed into our venues. Customers should speak to a member of the venue team on arrival, who will help them find the best seating for them and their dog.
For full information, customers can also be directed to the Guest Admission Policy on the Vue website.
Age restrictions and acceptable forms of ID
Vue follows BBFC classifications in the UK and IFCO classifications in the Republic of Ireland.
Children under 12 must be accompanied by an adult aged 18 or over for 12A films. Children must be at least 8 years old to visit alone for eligible U or PG films before 7pm. Under 8s must always be accompanied by an adult. Under 12s attending after 7pm must also be accompanied by someone over 18.
Acceptable identification includes a passport, driving licence, a photocopy of a birth certificate together with photographic identification linking the name, or a digital identity card such as Yoti.
What is Yoti?
Yoti is a free digital ID app that lets guests prove their age using their phone instead of a physical ID. If you are asked to verify their age for an age-rated film, Yoti can be used as an accepted digital identity option.
Customers should set this up in advance through the App Store or Google Play, following the in-app steps to verify their identity and age.
Why do you not admit under 18s after 10:30pm?
As Vue has a duty of care to younger customers, films starting after 10:30pm can only be attended by customers aged 18 or over. Guests attending these screenings should ensure they have valid photographic ID, such as a passport, driving licence or accepted digital ID.
Bookings, Refunds and Account Help
Is my booking confirmed?
Once a booking is complete, you will see a Thank You page with their booking reference. This page will also give the option to add the ticket to Apple Wallet or Google Wallet, depending on the device being used.
Members can also view upcoming bookings in their account under 'My Tickets'.
I have lost or not received my booking confirmation
Members can log into their My Vue account and view upcoming bookings under 'My Tickets', where they can also resend the booking confirmation email.
If you checked out as a guest, you can create an account using the same email address used for the original booking. Your upcoming bookings should then appear under 'My Tickets'.
How do I manage my existing booking?
Customers can view their upcoming bookings in their My Vue account by logging in and selecting 'My Tickets'. From there, they can resend booking confirmations and manage eligible bookings.
Customers who checked out as a guest can create an account using the same email address used to make the booking so their tickets appear in the account.
How do I make a group booking?
For group bookings of 10 people or more, customers should contact the Group Bookings team at [email protected] or use the relevant group booking form.
Educational organisations may be eligible for discounted rates, and payment can usually be made by card or BACS.
How can I change or refund my booking?
Bookings made on the Vue website can be fully refunded up to 2 hours before showtime.
Members can log into their account, go to 'My Tickets' and select the booking they want to refund. Customers who checked out without an account can create one using the same email address used to book.
If a voucher booking is cancelled and the voucher is still valid, it will be reinstated back to the original code and terms. If the voucher has expired since the original booking was made, the booking cannot be amended or refunded, even within the refund window, as expired vouchers cannot be reinstated. This does not apply to Compare the Market or complimentary tickets.
I've been charged but I have no booking
Sometimes a payment may be taken into a pending state even though the booking did not complete successfully. In these cases, the payment should normally credit back automatically within 3 to 5 working days.
If it has been longer than 5 working days, you should contact Customer Services via chat for further help.
My screening has been cancelled. What can I do?
If a screening has been cancelled, you should contact the Vue Customer Service Team for assistance, ideally with your booking reference and the payment card used.
If the booking was purchased in venue using cash or vouchers, you should use the contact form for support.
Having issues booking online?
If you are struggling to use the website or app, including problems with voucher, Meerkat or CEA codes, the following troubleshooting steps should be tried first:
- Clear cookies, cache and browsing data
- Open an incognito or private browsing window and retry
- Try a different browser or device
- Close old tabs and only keep the live booking tab open
If the problem still continues, you should contact Customer Services via chat so the issue can be checked further.
Manage my account
You can update account preferences, favourite venues and notification settings from their account. Password resets can also be completed online.
If you receive a password reset email you did not request, you should contact [email protected] from the registered email address so the issue can be investigated.
How do I close or delete my account?
You can log into your My Vue account, go to 'My Account' and then 'Personal Details'. At the bottom of the page there is a 'Delete Account' option, which can be followed to complete the request.
How do I unsubscribe from newsletter emails?
You can stop receiving emails and special offers by logging into your account, going to 'My Account' and then 'Your Preferences'. From there, they can deselect the relevant notification options and save the changes.
Vouchers, Gift Cards and Promotions
Check my voucher
You can use the voucher checker by entering your 16-digit voucher code one at a time. The checker can be used to confirm validity, usage and expiry details.
How do I use my voucher to make a booking?
During the booking journey, you should add tickets to the basket and then select 'Add a Voucher', entering their 16-digit code starting with 'V' in capital letters.
Examples of common voucher prefixes include:
- Lloyds: VSLY
- Halifax: VSXL
- O2: VSV0
- Vue Pass: VSTP, VALL, VSUP
- Vitality: VSTV
- Sky Cinema: VSKY
- BuyaGift: VSTM
- Monzo: VMON
- Octopus: VSOC
- Complimentary vouchers: VOTE1
Some exclusions apply, including certain Big Screen Event titles and other content subject to voucher terms and conditions.
My voucher is not working
If you have not yet received the voucher code, you will need to contact the voucher provider directly.
If the code has been received but is not working, you should double check that all 16 digits have been entered correctly, ensure the voucher terms are being met, and use the voucher checker to confirm validity and expiry. You should also try basic troubleshooting such as clearing cache or retrying in a private browser window.
If the issue still continues and Customer Services cannot replicate the issue, you may need to go back to your voucher provider.
How do I use my complimentary tickets?
Complimentary tickets can be redeemed online or in venue, either in advance or on the day of the screening.
The expiry date appears at the bottom right of the ticket and cannot be extended.
Do you sell gift cards in the UK?
Yes. Vue Gift Cards can be purchased online, in venue, or from selected high street retailers. Customers purchasing from overseas can do so as long as the payment card is registered to a UK bank and address.
Vue Gift Cards are valid for 12 months from the date of purchase. Any use of the gift card extends the validity by a further 12 months. Gift cards can only be redeemed in person at a manned till in UK venues.
Do you sell gift cards in Republic of Ireland venues?
Yes. At Republic of Ireland venues, paper gift vouchers can be purchased in venue only, in EUR10 denominations.
Can I get a refund on my gift card?
Yes. If a gift card was bought online, the guest has 14 days from the order date to request a refund, provided the card is returned. Any balance already used will be deducted before the refund is made back to the original payment card, in line with the gift card terms and conditions.
Can I use my gift card with other promotions?
Yes, but only in venue. Vue Gift Cards can be used in venues alongside third-party vouchers such as Meerkat Movies, subject to the terms of the relevant promotion.
What is my gift card balance?
You can check the balance of a gift card using its 16-digit code online, or by asking a team member to check at any till point in venue.
My gift card has not arrived
Physical gift cards normally arrive within 3 to 5 working days from the order date. If a card has not arrived within that time, the guest should contact Customer Services via web chat.
Can I buy a gift card in time for Christmas?
Yes. Christmas delivery messaging should direct customers to place orders before the published seasonal deadline, while also checking Royal Mail guidance closer to the time for any delivery delays.
Do you accept One4all?
Yes. One4all gift cards are accepted at all Vue venues and can be used in venue to purchase tickets as well as food and drink.
Using Meerkat Movies discounts
Meerkat Movies codes can be used every Tuesday and Wednesday at UK venues. They can be redeemed online, in venue or through the available booking journey, subject to the promotion terms.
The offer applies to standard seats in a standard screen. Premium seating, 3D films and Vue Extreme or equivalent premium formats may carry a surcharge. Standard booking fees apply to eligible online bookings.
Do you offer BAFTA member discounts?
Yes. BAFTA cards are valid at all Vue locations and allow a 2 for 1 offer on eligible films from Monday to Thursday. Guests need to present the card at the box office on the same day as the film. As the offer is 2 for 1, one full paid ticket is always required.
Do you accept the British Cinema and TV Veterans Pass?
Yes. The British Cinema and TV Veterans Pass allows the pass holder and one guest to see eligible films at Vue from Monday to Thursday before 6pm, excluding bank holidays and any free list suspended films.
Venue Information
When do your venues open each day?
Vue venues generally open around 10 to 15 minutes before the first film screening of the day. You should visit the What's On page for your local venue to check the first performance time for that date.
Christmas opening hours
Vue cinemas are open 364 days a year and closed on Christmas Day. On all other days, venues typically open shortly before the first screening, and you should check the What's On page for local performance times.
Where can I park?
Most Vue venues are located in retail parks, town centres or other locations where local parking is available nearby. Where parking information is provided, customers should be directed to the relevant venue page and the 'Getting Here' information for local details.
Where needed, venue-specific parking FAQs should be used instead of relying only on the generic guidance.
Parking at Vue Oxford
Parking is free for up to 4 hours at Vue Oxford, but guests must validate their vehicle by entering the registration number on site before leaving. If this is not done, a parking fine may be issued.
Vue Oxford cannot cancel parking fines. Any appeal must be made directly to ParkingEye, and you should include proof of your visit wherever possible.
Parking at Vue Northampton
Parking is free for up to 3 hours at Vue Northampton, but you must validate your vehicle by entering the registration number on site before leaving. If the film exceeds 3 hours, the difference must be paid at the car park payment machine before exit.
Vue Northampton cannot cancel parking fines. Any appeal must be made directly to the parking operator, with proof of the cinema visit included wherever possible.
Do you have air conditioning?
Yes. All Vue venues are fitted with air conditioning and operate a fresh air ventilation system, which means fresh air is continuously brought into the venue and, where possible, not recirculated.
What is the telephone number for my local venue?
Vue does not provide direct public telephone numbers for individual venues. Customers who need help with a venue-related query should contact Customer Services via chat or through Vue's social channels.
I need help with lost property
Customers who have lost property should ideally visit the venue in person for urgent items such as wallets, handbags, keys, phones, passports or bank cards.
For other items, you should complete the lost property webform. Vue will only make contact if an item matching the description has been found.
Can I bring my own food and drink into the venue?
Yes. You may bring their own cold food and drink into the venue, but hot food and alcohol are not permitted. For full details, you should be look at our Guest Admission Policy.
Do you offer private hire?
Yes. Private hire is available. Guests or businesses interested in private hire should contact the Group Bookings or Events team at [email protected] to discuss available options.
Film and Screening Information
What films are showing at my local Vue?
You can view all current and upcoming film listings on the What's On page by selecting your local venue.
When do you release your film schedule?
Film schedules are normally released weekly for performances running from Friday to Thursday. Please check out the What's On page for the latest listings and availability.
Do the times shown include trailers and ads?
Yes. The start time is on our website and app and this includes ads and trailers. The main feature usually begins around 20 to 25 minutes later, although this can vary slightly.
Where shown in the booking journey, the estimated finish time includes the ads, trailers and the film runtime.
Information on film classifications
For a full explanation of film ratings in the UK, you should check out the BBFC guidelines on their website. In the Republic of Ireland, you should check out the IFCO guidelines at IFCO.
Vue follows these classifications when admitting guests to screenings.
Information on Big Screen Events
Looking for information on live broadcasts, concerts, theatre, sport or other event cinema? Check out our Big Screen Events page of the Vue website for current listings and further information.
Why are Big Screen Events priced higher?
Big Screen Events are priced at a premium because they often include unique content, enhanced production values, live or recorded event delivery, and a more specialist cinema experience than a standard film screening.
The pricing reflects the overall cost and nature of the event content being shown.
What is an encore performance?
An encore performance is a recording of a live event that is shown again at a later date. On the website, these performances are usually identified by the letters 'EN' at the end of the title.
What is Strobe FX?
'Strobe FX' is a warning used where a film includes stroboscopic lighting effects. This may affect viewers with photosensitive epilepsy, certain visual impairments, or related chronic illnesses.
Families
Can I bring my baby to a family screening?
Yes. Children under the age of 2 can attend for free provided they sit on a parent or guardian's lap. They are welcome at screenings rated 12A or below that start before 10pm, and must be accompanied by an adult aged 18 or over.
How old does my child need to be to visit alone?
Children aged 8 and over can attend eligible U or PG-rated films on their own with parental consent, provided the screening starts before 7pm. Screenings after 7pm, and all 12A films, require the child to be accompanied by an adult over 18.
What are Big Shorts?
Big Shorts is designed for younger children, generally aged 1 to 4, and offers a relaxed cinema environment with dimmed lights and reduced sound. Screenings usually take place in the mornings and feature short-form family-friendly content.
Children above 4 are welcome, but Mighty Mornings may be more suitable for older children.
What are Mighty Mornings?
Mighty Mornings are low-cost family screenings showing feature-length films, normally at weekends and during school holidays. They are generally recommended for children aged 4 to 11, although older children are also welcome.Anyone over the age of 15 is not permitted to attend without a child.
What snack options are there for family screenings?
For family titles and family screening products such as Big Shorts and Mighty Mornings, you can also purchase children's combo boxes and family snack deals, subject to local venue availability.
Do you offer kids parties?
Vue does not offer organised children's party packages, but group bookings are always welcome.
If the group is over 10 people, the Group Bookings team should be contacted. Smaller groups can book directly online via the relevant venue page.
Food, Drink and Retail
Are your nachos suitable for vegetarians and vegans?
Yes. The nacho chips and jalapenos are suitable for both vegetarians and vegans. The cheese sauce and salsa are suitable for vegetarians only.
If you have any allergy concerns, you should speak to a member of our friendly venue team. Full nutritional and allergen information is available on the Vue website.
Where can I find nutrition and allergy information?
Nutritional and allergen information for Vue food and drink products is available on the Vue website.
Where merchandise do you have?
To see the latest merchandise and prices for selected films, please visit our Merchandise hub.
Note: all merchandise requires a valid ticket, is subject to availability and while stocks last.
What payment types do you accept?
Vue accepts major payment cards including American Express, Mastercard and Visa, together with cash in venues where available. Vue Gift Cards and selected third-party gift cards such as One4all can also be used in venue, subject to the product terms.
Can I have one of your promotional posters or stands?
Posters and standees displayed in Vue cinemas remain the property of the film distributors. If you are interested in posters or display materials, please contact the distributor directly or ask the venue team whether any old materials are available.
What is your recycling policy?
Vue aims to recycle waste across its cinemas and continues to improve its recycling streams. Customers are encouraged to leave waste in the auditorium after the film so venue teams can separate it correctly for recycling.
Premium Seating and Screen Formats
What is Lux?
Vue Lux seats are premium, spacious recliner seats designed to provide a more comfortable viewing experience. They offer enhanced support and a reclining function, while pricing remains aligned to the relevant premium seating option at that venue.
You can book Lux seats on the website, in the app or in venue by selecting the Lux seat type where available.
What is Ultra Lux?
Ultra Lux is Vue's most premium recliner seating offer, designed to provide the highest level of comfort with additional features such as side tables.
You should check the website or app to see which venues offer Ultra Lux seating and any applicable surcharges.
Where can I book Ultra Lux?
Ultra Lux seats can be booked through the website, app or in venue at participating sites.
You should check the website or app to see which venues offer Ultra Lux seating and any applicable surcharges.
Ultra Lux Screen Experience
The Ultra Lux Screen Experience combines a premium auditorium, luxury recliner seating and enhanced food and drink surroundings in a more intimate setting with access to an exclusive Ultra Lux bar area. This is currently only available in Vue Poole.
What is VIP seating?
VIP seating refers to extra-wide premium seats with deeper cushioning and a cup holder for added comfort. These seats do not recline, but they provide an upgraded standard seating experience where available.
How do I buy 3D glasses?
You can buy 3D glasses during the booking journey for a 3D screening or purchase them in venue. If you already own compatible Vue 3D glasses, you are welcome to bring them to use again.
Used glasses can also be returned in venue for recycling.
What is Laser by Barco?
Laser by Barco is a laser projection system used in selected Vue venues. It offers brighter images, richer colour and improved contrast compared with traditional bulb projection.
There is normally no additional charge for a standard screening simply because it uses laser projection.
What is EPIC?
EPIC is Vue's premium large format experience, combining a larger screen, immersive sound and premium projection technology and available in selected in Vue venues.
Club Vue
What is Club Vue?
Club Vue is Vue's app-based rewards programme. Joining, collecting stamps, tracking progress and redeeming rewards all take place within the app.
Eligible bookings made through the app can earn stamps, including many voucher bookings, while complimentary tickets are not eligible. In-progress stamps are shown after booking and convert to full stamps after the screening has passed.
How can I use my Club Vue reward?
After your10th eligible booking, the free Club Vue ticket is automatically added to the account the next day.
To redeem it, you should start a new booking as normal, go to 'Add a voucher' at checkout, select Club Vue and apply it. The basket will then update to show one free standard ticket, subject to any surcharges that may apply for premium products.
Customer Service, Careers and Data
Where can I contact Customer Services?
If a guest cannot find the answer in the FAQs, they can contact Customer Services by completing the contact form. Response times may vary depending on volumes, so guests should allow up to 2 days for a reply where this is stated in the contact journey.
How do I make a complaint?
If you want to make a complaint about a recent experience, please complete the complaints contact form, providing as much detail as possible so the Customer Service Team can investigate and respond.
How do I request my data?
Guests who want to exercise their rights to access, rectify, delete, restrict or object to the processing of their personal data should complete the Individual Rights Request Form or email [email protected].
Do you donate to charity?
Vue's fundraising efforts support MediCinema, which provides state-of-the-art cinemas in hospitals and rehabilitation settings.
How do I apply to work with Vue?
Current vacancies can be found on Vue's careers portal. Vue is unable to offer work experience to anyone under 18 due to licensing restrictions.