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I made a mistake when buying my ticket online (wrong date, cinema or showing), but the session has already started or ended. What can I do?
If the showing for which you have bought tickets has already started, we cannot compensate you or refund the amount paid.
Your order has been placed and your seat has been reserved. Several organisations (such as film distributors and public services) have been paid based on the number of tickets sold and reserved seats. Furthermore, Kinepolis does not have the means to demand the reimbursement of these fees.
It is not possible to cancel or exchange tickets after a session has started.How can I buy my tickets online?
Make your choice on kinepolis.lu. Select:
- the film or event;
- the date;
- the cinema;
- the session's time.After having made your choice, click on 'Buy tickets'. You will then land directly on our online ticket purchasing site. You will be able to specify:
- the number of tickets you wish to buy;
- where you would like to be seated in the screening room;
- your contact details (so that we can send your online ticket to you via email);
- if you would like to pay for your tickets with a cinema voucher, an advantage card (...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...How can I delete Passbook tickets for previous screenings from my Passbook app?
Tickets from previous screenings are not automatically deleted from your Passbook. If you wish to delete them, follow these steps:
- Go to your Passbook app
- Click on the Kinepolis pass you wish to delete.
- In the lower right-hand corner, click on the 'info' icon that is represented by an 'i'.
- Click on the bin in the top left corner to delete it permanently.Is it possible to order tickets from any mobile device?
Given the high diversity of mobile devices, it is possible that the use of "mobile ticketing" is not always optimal.
If you notice any anomalies, we would be grateful if you could let us know at the email address tickets@kinepolis.lu, specifying your device's model and operating system, as well as providing a screen capture ("print screen") if possible. This will enable us to further improve the quality of our system.
I can't find the session on the online purchase site, but I can find it on the website kinepolis.lu
If a session appears on the website www.kinepolis.lu, but afterwards, when you have clicked to go to the online purchase site for the tickets, it has disappeared, there can be different reasons for that.
It is possible, for very popular events with a limited capacity or for the release of a long expected film, that all the seats for this session have already been sold. Our colleagues mention that on the information page of the film and the session. However, there is no such mention on the online purchase website, which doesn't show the session...
How can I find the tickets I purchased online if I didn't receive an email?
You can find the tickets you purchased online via your profile on our website. Follow the instructions below to find your tickets and download them:
1) Log in or create an account with the email address that you used to buy your ticket on kinepolis.lu/fr#login (at the top of the page).
Follow these instructions if you are registering for the first time with My Kinepolis:
- Enter your email address in the "I do not yet have an account" tab
- you will see a message in red saying that the email address has already been used.
Click on "Have you...On my email confirmation (online ticket), I cannot find the corresponding row and seat number for each ticket ordered.
It is possible that not all the rows and seat numbers are written on your confirmation. Don't worry: we have reserved the number of seats you asked for. On the (partial) overview of seats and rows, you will find a summary of the total number of seats reserved and the total price. By scanning your barcode at the automatic ticket machines, at the ticket desks operated by a staff member or at the ticket control, you will receive the correct number of tickets that show the correct row and seat numbers that match your booking.
Please excuse us for this small inconvenience. We are...
When does advance purchasing commence for a screening?
It is possible to buy your cinema tickets online from Tuesday mornings for the new film programme week that begins on Wednesdays.
Attention! Kinepolis can defer the beginning of advanced purchasing during holidays or during weeks with bank holidays and may do so for certain releases and events.
