Search
If you're looking for a movie, click here.
I cannot use the tickets I bought online. The showing hasn't taken place yet. What can I do?
You can collect your ticket at an automatic ticket machine and then ask for a free "Sorry Voucher" at a ticket desk. Attention, this must ABSOLUTELY be done in the cinema complex for which you bought the tickets BEFORE the screening begins. After the beginning of the session, we will no longer be able to cancel your ticket.
I would like to be notified of the programme of events organised by Kinepolis. How can I do this?
By creating your My Kinepolis account, you can communicate to us your favourite film genres and events. We will take this into consideration. We will inform you when there is an upcoming event or film playing that corresponds to your preferences. You can be sure that you won't miss a thing. Do you like ballet or opera? Let us know on your profile and ask to receive the My Kinepolis monthly newsletter. Once signed up, you will receive each month useful information about upcoming performances of Culture at the Cinema at your Kinepolis. Are you interested in a ladies-only evening? Or are you...
Why do I have to register on kinepolis.lu? What are the advantages of registering?
By registering, you can benefit from all the advantages that your My Kinepolis account offers. For example, your homepage classifies the films that are showing according to your preferences (those that you will have entered in on your profile).
Your account is full of smart services. You can check the number of seats remaining on your benefits card (Movie Card or Family Card) and check its expiry date at any time. You can also keep an updated list of films you have seen and the list of films you would like to see. You will know when your favourite actor or actress is back on the...
I paid my tickets online with cinema vouchers, but an irretrievable error occurred. What should I do?
When an error occurs during an online ticket purchase, your code is blocked for 20 minutes for security reasons. After those 20 minutes you will be able to re-enter your code to pay for your seats.
If you are informed that your code has already been used after 15 minutes, contact us by clicking the 'Your question' button below or via the email address tickets@kinepolis.lu and do not forget to send us the following information:
If possible: proof of payment (bank statement) on which your session number is present (transaction...I paid for my tickets online with a credit card, but an irretrievable error occurred. What should I do?
Your order could not be placed due to a technical problem. For this reason, you did not receive your tickets.
Our sales system has automatically cancelled your order.Contact us by clicking the 'Your question' button below or via the email address tickets@kinepolis.lu and do not forget to send us the following information:
- If possible: proof of payment (bank statement) on which your session number is present (transaction notification)
- If you have no proof of payment: the cinema in question, the date of the...Why do have to pay extra for films in 3D or HFR?
Films projected in 3D incur extra costs for the cinema's owner. Significant investments are being made in the most advanced 3D technology, the thorough cleaning of Dolby 3D glasses that are reusable after each screening and the costs linked to 3D projection itself. That is why a ticket for a 3D film costs more than a standard cinema ticket. Viewers with a Movie Card, Family Card or a cinema voucher must also pay extra if they want to see a film in 3D. In principle, viewers always have the choice of normal screening or a 3D screening. That is to say, between purchasing a normal ticket or a...
Why do I sometimes have to leave my backpack and/or camera at the front desk?
It is strictly forbidden to record images and copy films, due to copyright laws. To avoid this from happening, it is forbidden to enter our screening rooms with a camera. It is also preferable to leave backpacks for safekeeping (at the front desk, ticket control or according to the cinema's guidelines).
In some screenings, such as previews, it is possible that due to international guidelines from the film's distributor, a security service may be present at the entrance of the screening room, who may ask you to temporarily hand over all your recording equipment (including mobile...
What can I do if, at the beginning of a screening, I realise I have made the wrong choice?
Up to a quarter of an hour after the beginning of a film, you can exchange your ticket for a cinema voucher or another ticket, so that you can return to your Kinepolis cinema whenever you like.
Why do I have to pay extra for films that last 2h15 or more?
For films that last 2h10 or more, an extra €1 is charged. Long films have an impact on the listing and on staff planning. For an XL film - maximum enjoyment - you therefore pay a little more.
Why do I receive e-mails from Kinepolis without having registered for it?
There are several reasons in the law on the basis of which a company may contact someone by e-mail. Subscribing to a newsletter is one of them, but e-mails can for example also be sent to existing clients (such as someone who bought a movie ticket) for similar products or services as those they have bought without having to ask for their explicit consent. Of course it must always be possible to easily unsubscribe via the “unsubscribe button” which you can find in each e-mail.
