tickets-FAQ

How To

How do I purchase tickets online?

Purchasing tickets online with your credit card or Village Cinemas Gift Card is quick, easy and secure.

Step 1: Click on BUY TICKETS and select your cinema, movie and session time.

Step 2: Select the type of tickets you wish to purchase and the quantity (maximum of 10 tickets per transaction). If you have selected a cinema that has allocated seating, you can manually select your seats by clicking on the CHOOSE SEATS button. If allocated seating isn't available for your session, this button will not appear. You can also have seats automatically chosen for you on a best-available basis. To use this option, click on the PURCHASE TICKETS button.

Step 3: If you have opted to choose your own seats, you will need Java VM to see the seat map. You can download this free software at www.java.com.

If Java VM is installed, you will see a small map of the entire cinema. The seating area highlighted by the red rectangle is enlarged below it. You can select another area of the cinema using the arrow buttons or clicking on another part of the floor plan.

The seats that have been automatically chosen for you are blue. Click on them to unselect and make your choice. Your nominated seats will be green. Click NEXT to proceed with your selection.

Step 4: Carefully review your booking details at the top of the screen. If they are correct, enter your personal details and payment details. We currently accept credit cards and Village Cinemas Gift Cards only - Screen Savers and Gift Vouchers bookings must be made over the counter at your preferred Village Cinema location or by calling our bookings line between 10am-9pm daily on 1300 555 400. Once you are ready to complete your booking, click PURCHASE NOW. When this button has been clicked, the transaction will be processed and tickets cannot be exchanged or refunded.

Step 5: Once your order has been processed, a confirmation page will appear, providing a complete overview of your purchase. You should also receive this via email. To collect your tickets, the card holder must bring the card used for the booking and quote the booking number. Proof of identification for student, pensioner and senior tickets must be presented upon request.

Can I buy Gold Class tickets online?

Yes! Click on BUY TICKETS and select your preferred cinema, film and session time. All Gold Class sessions have allocated seating. A booking fee of $5 per ticket is applicable. Tickets can be collected from the Gold Class window at the Ticket Box or from the Ticket Collection ATM any time after the booking.

How many tickets can I buy in one transaction?

The maximum number of tickets per transaction is 10. This is to assist with security and prevention of fraud.

Can I choose my own seats if I book online?

When allocated seating applies, you can choose your preferred seats (see the "How To" FAQ step 3) or let the system choose them for you on a best available basis.

Allocated seating applies to sessions at the following cinemas:

Century City Walk, Crown, Doncaster, Fountain Gate, Jam Factory, Karingal, Knox, Morwell Mid Valley 8, Rivoli Cinemas, Southland

Cinema Europa Doncaster, Jam Factory, Karingal, Knox, Southland

Gold Class Century City Walk, Crown, Doncaster, Geelong, Hobart, Jam Factory, Karingal, Knox, Southland, Sunshine

At sessions where there is no allocated seating, you will be able to choose your seat when you attend the session.

I am a Village Movie Club member - can you track my online purchase?

If you are a member, please log onto the website first before purchasing tickets online. This will allow us to record your transaction and ensure you are entered into any "show your card to win" type promotions that may be running.

Print @ Home Tickets

What are the benefits of using Print @ Home tickets?

The main benefit is convenience - you can have your tickets in hand right after you buy online and no longer have to collect them at the Ticket Box! This leaves you more time to get snacks from the Candy Bar and proceed to the podium to get your ticket verified. After a quick scan, you can head straight into the auditorium to enjoy your film!

Tell me how Print @ Home tickets works.

Adobe Acrobat reader 5.0 is required to use Print @ Home ticketing
- it is free to download from the Adobe website.

Step 1: Buy tickets online like you normally would online - select your cinema, film, session time, number of tickets required and choose your seats (if applicable).

Step 2: After you have entered your personal and payment details, the confirmation page will show a link to a PDF file containing your tickets. The PDF file will also be attached in your confirmation email.

Step 3: Open the PDF file, print the ticket and present it at the ticket tearing point at the cinema to gain admission. It's as easy as that!

What equipment is required to use the Print @ Home service?

All you need is an ink-jet or laser printer with a resolution of 300 dpi or more (check your printer manual if you are unsure of its resolution). Standard A4 white paper is fine. You will also need Adobe Acrobat Reader 5.0 or higher to open the file - it is free to download from the Adobe website.

What if I am unable to print the ticket?

Please present the credit card used for the transaction at the Ticket Box to verify your booking and collect your tickets.

Can I print more than one copy of my ticket or make a photocopy?

You can print extra copies of your ticket for your records or to have it on hand in case it gets lost, however the unique barcode can only be scanned once when you arrive at the cinema. If you are purchasing tickets for a group, please ensure everyone arrives together so you can be admitted together.

Will my Print @ Home ticket be accepted for entry into the cinema?

Your printed ticket is a valid, legitimate ticket. Make sure you keep it in a safe place like you would cash.

What if I lose my ticket print out or forget to bring it to the cinema?

Please present the credit card used for the transaction at the Ticket Box to verify your booking and collect your tickets.

I did not receive my Print @ Home ticket via email. What do I do?

You have the option to print the ticket once your online purchase has been confirmed, however if you did not receive it via email, we suggest checking any junk/spam folders and filters to ensure it has not been automatically moved. We also recommend adding our address - info@villagecinemas.com.au - to your list of trusted addresses.

If you have not found your Print @ Home ticket email, please present the credit card used for the transaction at the Ticket Box to verify your booking and collect your tickets.

Payment

What methods of payment do you accept online?

We accept the following major credit cards: Visa, Mastercard, Bankcard, American Express and Diners. In the Card CVN field, please enter in the digits on the reverse of your card.

We also accept Village Cinemas Gift Cards. In the Card Pin field, please enter the four digits located under the scratch panel on the reverse of the card.

What happens if I pay using my Gift Card but the cost of tickets is less than the credit on the card?

After your Gift Card payment has been processed, the balance will remain on your Gift Card for your next purchase. You can present the card at the Ticket Box at any time to check the remaining balance and the expiry date.

Can I book online using a Gift Card and pay the remainder with my credit card?

Unfortunately we cannot allow partial payments. Our online ticketing system can only accept one payment method for the one transaction, so if paying by Gift Card, you will need to ensure that the balance is enough to cover your online purchase.

Can I book online using Gift Cards, Vouchers or Screen Savers?

Our online ticketing system currently accepts credit card payments and redemption of Village Cinemas Gift Cards only. To book using Gift Vouchers or Screen Savers, you can visit the Ticket Box of the cinema you wish to attend, or alternatively, you may phone our bookings line on 1300 555 400 to book for these cinemas:

Airpot West, Century City Walk, Crown, Doncaster, Fountain Gate, Geelong, Hobart, Jam Factory, Karingal, Knox, Rivoli, Southland, Sunshine.

How secure are my credit card and other personal details?

Our online ticketing system has security measures in place to protect our customers from loss, misuse or alteration of the information under our control. The secure server software, Secure Socket Layers (SSL), is among the best available for secure commerce transactions. When exchanging personal data such as your credit card number, your name, email address, etc, this data is encrypted so it is incomprehensible when sent across the Internet.

When you make a purchase online using your credit card, you are generally protected against fraud by law, and your liability is limited. Check with your credit card company for details.

Why do you charge a booking fee?

A $1 booking fee per ticket applies to all traditional and Cinema Europa tickets purchased online. A $5 booking fee per ticket applies to all Gold Class tickets purchased. This fee covers the administration, development and maintenance required to provide this convenient service to our customers.

Ticket Collection

When can I collect my tickets?

After purchasing your tickets online, you can collect them at any time at your chosen cinema.

Where do I collect my tickets?

There are two ways to collect your tickets – from the Ticket Box or the Ticket Collection ATM (where available).

To collect your tickets at the Ticket Box, the credit card holder must present the credit card used for the booking. Staff will then locate your booking and print out your tickets. It is also a good idea to bring a print-out of the confirmation page. Some locations have express queues for customers who have booked online – look for signs.

Some cinemas also have Ticket Collection ATM machines located in the foyer. To use this machine, simply enter the credit card you booked with and your tickets will print out automatically for you. The following cinemas have Ticket Collection ATMs:

VIC Airport West, Century City Walk, Crown, Doncaster, Fountain Gate, Geelong, Jam Factory, Knox, Rivoli Cinemas, Southland, Sunshine.

Ticket Collection

Do I need to bring anything when I collect my tickets?

The credit card holder must present the card used to book tickets online in order to collect them at the Ticket Box or the Ticket Collection ATM. To make it easier for staff to confirm your booking, it is also a good idea to bring a print-out of the confirmation page.

If you purchased concession tickets or tickets to an MA15+ or R18+ rated film, you may be required to present photo identification when collecting tickets or having tickets checked by ushers. Please ensure you bring this along also.

I want to buy tickets for my child/friend/relative online but they will not be able to present my credit card at the cinema. What can I do?

If you wish to book online with your credit card on behalf of someone else, we recommend that you collect the tickets in advance and distribute them to your child/friend/relative. For security reasons, the credit card holder must present the credit card at the time of ticket collection.

Changes And Refunds

Once a purchase has been confirmed, can I make changes to my order or get a refund?

No. All tickets are sold on a no refund, exchange or cancellation basis. You cannot change your seat allocation after the transaction is complete. You must agree to these conditions if you choose to buy tickets online. Please ensure all details are correct at the time of purchase so no problems arise.

If I don't collect my tickets, will I still get charged?

Yes. Your credit card will be charged the full amount for the tickets purchased online.

Technical

If I enter my credit card and the Website crashes, will I get charged?

Your booking is not confirmed until you receive a confirmation number. However if you have any doubts, please send us an email with the details of the session you were trying to book at contactus@village-cinemas.com.

How can I check that my Internet browser has successfully connected to your online security system?

We recommend using Netscape Navigator or Microsoft Internet Explorer, versions 3.x and higher. These browsers are able to connect to our online security system, or SSL port. Test your browser now.

If you connected successfully, you will receive a message confirming your browser connected successfully.

If you didn't receive this confirmation message, here are some tips: At work? Check with your system administrator if your network allows SSL connections At school? Check with your system administrator if your network allows SSL connections. Using Service Providers? Contact the service to find out if an upgrade or other adjustments are necessary to allow you to connect to the SSL port.

I am having trouble buying tickets online. Where can I go to get some help?

Please check your Internet connection and check that you have Java VM installed (if you are trying to access the seat map). It could also be a busy time on the website, so you can try again later. If you still require assistance, you can then complete the Online Ticketing Enquiry form and let us know of your system details and the error you encountered. We will contact you as soon as possible to assist you with your booking.

Why can't I see the seating map?

You need Java VM to see the seat map. You can download this free software from www.java.com. You may need to restart your computer in order for the installation to be complete.

Why did I receive more than one confirmation email? Have I been charged again?

You may have received more than one confirmation via email due to the confirmation page on the Website being refreshed. Simply check that the booking numbers are identical to ensure that you have only been charged once.

How do proxy servers affect online ticketing?

Some online service providers use a device called a proxy server. Proxy servers save copies of their sites on their server rather than connecting users to the Internet or the specific site requested. In most cases, this works fine.

Using a proxy server might prevent you from purchasing tickets because you need access to our ticketing system directly. If you do not know if you are accessing the Internet through a proxy server, contact your Internet Service Provider.

I received an error message saying "transaction no longer active". What does this mean?

This error is caused by an interruption to the transaction process. During the ticket buying process, our computer or your computer lost access to our ticketing system. Encountering this error means your request was not received.

A slow Internet connection may cause this error. You might try disconnecting and then reconnecting to improve the speed. Please resubmit your ticket request and complete the transaction within the time displayed on the clock.

What are cookies?

When you visit our site, our server sends your computer a "cookie". These cookies are small packets of information that identify you as a user of the online ticketing system. Cookies save you time by retaining your contact information. Cookies do not deliver viruses, and can only be read by the server that sent you the cookie.

Your browser must be set up to accept cookies and graphics in order for you to purchase tickets. Make sure nothing is blocking your browser from accepting cookies. Our cookie is held in your system's memory only while the browser is open and is erased when you shut down your browser. Nothing is written to or read from your hard drive.

How to turn on cookies in Internet Explorer: 1. From the Tools menu, select Internet Options. 3. Click the Security tab. 4. Click Internet, then Custom Level. 5. Scroll down to Cookies and choose one of the two options.

How to turn on cookies in Netscape browsers: 1. From the Edit menu, select Preferences. 2. Click Advanced. 3. Click to select the box labelled Accept All Cookies. 4. Click OK.

What can I do about transaction speed?

Several variables can affect how quickly you can transmit and receive information. These include the computer you are using, the amount of memory available, video resolution and modem speed. Making enhancements to one or more of these variables may increase your system speed. Your ISP connection can also affect the speed of transmission.

How To

Print @ home tickets

Payment

Ticket Collection

Changes and Refunds

Technical

How To

Print @ Home Tickets

Payment

Ticket Collection

Ticket Collection

Changes And Refunds

Technical