FAQ

【 Ticketing 】

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How can I purchase tickets?

You may purchase tickets via Emperor Cinemas website, mobile app, concierge and kiosk; ticketing will be terminated 15 minutes before show starts for Emperor Cinemas website and mobile app; or 30 minutes after show starts for Emperor Cinemas concierge and kiosk.

What is the definition of Student Ticket, Child Ticket and Senior Ticket?

Student Tickets apply to the full-time local students at the location of the Cinema (Hong Kong or Macau as applicable) only; A valid Proof of Studentship with photo (includes local full-time student Identity Card, excludes Lifelong Learner Card, Alumni Card, Student Octopus Card or Macau Pass) of the Student Ticket holder is required for verification purpose before admission to the cinema houses.

 

Each adult can accompany no more than one child with height under 1 meter and without occupying any seat. Children with height over 1 meter must purchase Child Ticket. Child Tickets apply to children aged 11 or below; A valid Proof of Age* with photo of the Child Ticket holder is required for verification purpose before admission to the cinema houses.

 

Senior Tickets apply to aged 60 or above; A valid Proof of Age* with photo of the Senior Ticket holder is required for verification purpose before admission to the cinema houses.

 

*Proof of Age includes valid Identity Card of the Cinema location (Hong Kong or Macau as applicable), Senior Citizen Card, Mainland Travel Permit for Hong Kong and Macau Residents or Passport.

Do I need to register as a VIP Member for online ticketing?

No, you may register as a FREE Regular Member or purchase tickets as Guest online; while Emperor Cinemas VIP member enjoys up to 15% discount for tickets all year round. Learn more about Emperor Cinemas Membership.

Do I need to pay service fee for online ticketing?

No, you can enjoy online service fee waiver for online ticketing.

What payment methods do you accept for Emperor Cinemas in Hong Kong?

Online - We accept credit card (VISA / Master / UnionPay) for website ticketing; or credit card (VISA / Master / UnionPay) and Apple Pay for mobile app ticketing.

 

Concierge and kiosk - We accept payment by cash in Hong Kong Dollar or credit card (VISA / Master / UnionPay), Octopus, Alipay or WeChat Pay.

What payment methods do you accept for Emperor Cinemas (Lisboeta Macau)?

Online - We accept credit card (VISA / Master / UnionPay) for website or mobile app ticketing in Macanese Patacas

 

Concierge - We accept payment by cash in Hong Kong Dollar or Macanese Patacas (Exchange rate 1:1, change in Macanese Patacas); or credit card (VISA / Master / UnionPay), MPay Macau Wallet, Alipay or WeChat Pay in Macanese Patacas

 

Kiosk - We accept credit card (VISA / Master) ticketing in Macanese Patacas

Is it safe to use my credit card for online ticketing at Emperor Cinemas website or mobile app?

Emperor Cinemas website or mobile app online ticketing incorporate SSL security, an industry standard technology that is recognized as the best software available today for conducting secure commerce transactions over the internet, so it is safe to pay with your credit card online.

When will advance ticketing start usually?

Normally, 3 days advance ticketing for online ticketing (i.e. ticketing show of today, tomorrow and the date after). Please stay tuned for the latest updates on Emperor Cinemas Facebook page.

What is Regular-priced Ticket and Discounted Shows?

Regular-priced tickets do not include discounted child, student, senior, morning show, midday show, first show, senior first show and late night show tickets; movie tickets redeemed by bank offers, promotional offers, movie vouchers, complimentary vouchers and exchange coupons.

 

Discounted shows apply to non-regular priced shows include but not limited to:

 

  • First Show - First show starts before 1 PM at regular houses
  • Morning Show - Show starts before 11 AM
  • Midday Show - Show starts between 11 AM and 1 PM
  • Midnight Show - Show starts after 11 PM

How many tickets can I purchase per online transaction?

You can purchase a maximum of 8 tickets for consecutive seats on the same row per transaction.

How can I confirm my online transaction or check my purchase record?

You will receive a transaction confirmation email after online ticketing. If you are Emperor Cinemas VIP or FREE Regular Member, you may login your account to check the purchase record at "Check Records". If you are not yet our member, you may click the "Purchase Record" icon at Emperor Cinemas website or mobile app, provide the same email address of this transaction, the last purchase record will be sent to that email address shortly.

What should I do if I purchased wrong tickets after the payment process is completed?

You cannot cancel the order or change seats once you press "PROCEED" button to proceed the payment process. All tickets are non-refundable and non-exchangeable.

How can I get my tickets after online ticketing?

E-ticket will be sent to your email address and member account (if applicable) after online ticketing. Scan the e-ticket QR Code for direct admission. NO print-out needed; or you may print your tickets with credit card of your transaction at cinema kiosk.

How can I admit with e-ticket?

One single e-ticket will be issued for each transaction. Scan your e-ticket QR Code at the house entrance for group admission. In case of separated group admission, please forward the e-ticket to your companion for entry and inform the service ambassador of your separated group size.

I have purchased VIP House the CORONET ticket online, how can I collect the booked food and beverage?

If you have purchased VIP House the CORONET ticket, just simply scan ticket / e-ticket QR Code at the entrance of VIP house directly for admission, food order will be served at your seat (if applicable; For the latest arrangement, please visit Promotion).

【 Offers 】

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How do I enjoy buy 1 get 1 free ticket offer with HSBC Visa Signature Card?

When you purchase ticket via Emperor Cinemas website or mobile app, please select "HSBC Visa Signature Card: Buy 1 Get 1 Free" under "Offer" of ticketing page and settle the payment with HSBC Visa Signature Card;

 

or mention the use of this offer to service ambassador at concierge, and then settle the payment via mobile payment or contactless payment function with HSBC Visa Signature Card. Click HERE to learn the offer details.

How do I purchase ticket with Emperor Cinemas Movie e-Voucher?

When you purchase ticket via Emperor Cinemas website or mobile app, please fill in "Movie e-Voucher Code" on "e-Vouchers" box of ticketing page and then press "Apply" (For step by step redemption guide, please click HERE); or Present the Movie e-Voucher to service ambassador at concierge and mention the use of the e-voucher.

 

When you purchase ticket with your AIA Vitality Movie e-Voucher via website or mobile app, please fill in "Movie e-Voucher Code" on "e-Vouchers” box of ticketing page and press "Apply". Then, fill in AIA Vitality Membership No. For the redemption steps of AIA Vitality Movie e-Voucher, please click HERE.

If the discounted price of ticket consists decimal, how much should I pay?

The discounted price of ticket will be rounded up to the nearest dollar. For example, you have to pay HKD/MOP 86 if the discounted price is HKD/MOP 85.2.

【 Membership 】

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How can I register as VIP member?

You may register as VIP Member at Emperor Cinemas concierge, website or mobile app.

How much is the Emperor Cinemas VIP Membership annual registration fee?

Emperor Cinemas VIP Membership annual registration fee is HKD150. Membership is valid for 1 year starting from the date of successful registration. Please visit Membership Page for more details.

Can I enjoy VIP member privileges at Emperor Cinemas (Lisboeta Macau)?

VIP membership is applicable to all Emperor Cinemas located in Hong Kong and Macau.

I am an Emperor Cinemas FREE Regular Member; how can I upgrade as VIP member?

To upgrade as Emperor Cinemas VIP Member, please log in your FREE Regular Member account via Emperor Cinemas website or mobile app, select "Profile" and click "Be Our VIP Member". Fill in all required information, follow the steps to verify your mobile number and complete online payment. You will receive Emperor Cinemas VIP membership confirmation email when your account has been upgraded.

How to use a Promotion Code during VIP membership registration?

To enjoy a promotional discount on VIP membership registration fee, please ensure you follow below steps to apply a promotion code during registration:

 

  1. Open Emperor Cinemas website or mobile app
  2. Click "Membership" and select "VIP Member"
  3. Fill in all required fields of registration form
  4. Enter a valid code in the "Promotion Code" field
  5. Click "Apply Code" (Reminder: offer can only be enjoyed if payment amount is "Discount Fee")
  6. Double confirm the transaction amount in payment portal, then complete the payment with your credit card

Will I receive membership card after Emperor Cinemas VIP Membership registration?

You will receive an e-membership account after VIP membership registration. Login your account via Emperor Cinemas website or mobile app to access e-membership card, manage e-tickets and e-coupons, check transaction records, receive promotions and reward offers at anytime and anywhere. If you would like to have a physical membership card, please visit Emperor Cinemas concierge for card issuance, the administration fee is HKD/MOP 20.

How to view and use available e-Coupon(s) in my VIP membership account?

Log in your member account via Emperor Cinemas website or mobile app, then click the icon on the top left corner to open membership menu bar. Select "e-Wallet" to view available e-Coupon in your account.

 

You may use the Ticket Discount Coupon or Complimentary Ticket via following channels during the valid period:

 

When you purchase ticket via Emperor Cinemas website, mobile app or ticketing kiosk, please select designated e-coupon under “Offer” of ticketing page. To purchase other ticket(s) for the same transaction (e.g. you have selected 2 seats and applied one $20 Ticket Discount Coupon), please select the Ticket Type of the remaining ticket(s) (e.g. VIP Discount and etc.);

 

or Present this e-coupon on mobile to service ambassador at concierge and mention the use of this e-coupon.

When will I receive VIP member’s birthday treat?

One complimentary birthday movie e-voucher (applicable to redeem a 2D ticket of the show on Monday to Friday. For detailed terms and conditions, please refer to the e-coupon) and one complimentary birthday concession e-coupon (applicable to redeem a selected concession item at concession counter of Emperor Cinemas) will be credited to each VIP member account 30 days before member's birthday, the coupons are valid for 60 days from credited to the e-membership account.

 

If you registered as VIP member within 30 days before birthday, birthday treat e-coupons will be credited to your e-membership account on the next day. If you registered after your birthday of that year, the e-coupons will be credited to the e-membership account on your next year's birthday.

How can VIP member earns Tokens and uses Tokens to redeem offer(s)?

VIP Member can present the e-membership card at Emperor Cinemas concierge or login e-membership account via Emperor Cinemas website or mobile app to earn 5 Tokens per each ticket purchase; or present the e-membership card at Emperor Cinemas concession counter to earn 1 Token per HKD/MOP 10 spending on concession.

 

VIP member can enjoy one buy 1 get 1 free 2D or 3D movie ticket offer* of same show with 60 Tokens directly per transaction; or enjoy HKD/MOP 25 concession discount with 40 Tokens directly at concession counter, please present your e-membership card to our service ambassador before payment.

 

*Tokens redeem buy 1 get 1 free ticket offer is not applicable to IMAX movies, MX4D movies, preview shows, special programs, designated movies, movies of special engagement with film distributors, Public Holidays, designated dates, VIP House the CORONET, discounted ticket (e.g. child, student or senior), bulk purchase and house booking. For the latest offer arrangement, please click HERE.

When will I get my token refund if online ticketing transaction fail?

If online ticketing transaction was not successful, the deducted tokens will be refunded to your member account 30 minutes after online transaction. Member can check the token refund status by comparing the "Current Token" amount at "Token Redeem Ticket" with the "Token Balance" at e-Membership Card.

How can I earn extra Tokens from the "Member Referral Program"?

You may earn extra 15 Tokens for every successful referral of Emperor Cinemas VIP Member. The referred new member must provide your valid membership number. You may earn a maximum of 90 Tokens per membership year.

How can I renew my VIP membership?

Member can login "e-Membership Card" via Emperor Cinemas website, mobile app or present the e-membership card at Emperor Cinemas concierge (applicable to Emperor Cinemas in Hong Kong only) to renew VIP membership at HKD 100 within 30 days prior to the date of expiry. Member can retain the tokens accumulated in current year to next membership year, enjoy annual privileges, receive renewal rewards and birthday treat. For more details, please click HERE.

 

Reminder: Relevant tokens earned by membership renewal can be used starting from the first day of next membership year.

What should I do if I have forgotten my membership password?

You may click the "Forgot Password" on member login page, then input registered email address of your member account. Reset password email will send to your mail box, please follow the follow the instruction to reset your password. You may check the junk mail box for missing email.

How can I edit my personal information after registration?

Please login to your member account and edit your personal information on "Profile Page". For further enquiries, please email us at enquiry@emperorcinemas.com

What can I do if I do not want to receive promotional message from Emperor Cinemas?

If you do not wish to receive any promotion message from Emperor Cinemas in the future, please login to your member account and edit your subscription option at "Receive Promotion" of "Profile".

【 House Booking 】

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How can I find out cinema info?

Please click HERE to learn more about party package and cinema info. For enquiry, please submit your information at Booking Enquiry, our professional team will get back to you shortly.

What can I do if I want to book a theater for private party?

Please submit your information at Booking Enquiry, our professional team will get back to you shortly.

【 Others 】

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Can I purchase wheelchair seats online?

To reserve "wheelchair seats", please email to enquiry@emperorcinemas.com for reservation at least 24 hours in advance and please purchase your tickets at cinema concierge at least 30 minutes before show starts.

Do I need to bring my own 3D glasses to watch 3D movies?

You can bring your own 3D glasses or purchase at cinema concierge.

 

Note: Emperor Cinemas iSQUARE and Lisboeta Macau are presenting in next-generation IMAX with Laser format and ONLY IMAX with Laser 3D glasses are compatible for IMAX 3D movies (IMAX 3D glasses in other formats are NOT compatible)

 

What should I do with my tickets if a Typhoon Signal No. 8 or above and Black Rainstorm Warning is hoisted?

Emperor Cinemas remains open during Typhoon Signal No. 8/ Black Rainstorm Warning. If you cannot attend the show by reason of such typhoon / rainstorm warning, please bring your tickets to the associated Emperor Cinemas concierge for exchange of tickets of the same ticket type and movie version (subject to availability) within 14 days after the date of that show. No refund is accepted. Emperor Cinemas reserves the right to exchange tickets of another movie. This arrangement is not applicable to house booking.

What do movie film ratings mean?

The Television and Entertainment Licensing Authority in Hong Kong requires all films for public exhibition to be classified. There are five standard classifications which may sometimes have a cautionary note attached:


Category I - Suitable for all ages
Category IIA - Not suitable for children
Category IIB - Not suitable for young persons and children
Category III - Persons aged 18 and above only*


*A valid Proof of Age^ with photo is required for verification before admission to cinema houses showing Category III movies

 

Age classification for public performance or film screening held in public places in Macao:
Group A - Suitable for all ages
Group B - Not suitable for children under 13
Group C - For persons aged 13 and above only, but not suitable for age under 18*
Group D - Persons aged 18 and above only*


*A valid Proof of Age^ with photo is required for verification before admission to cinema houses showing group C and D movies

 

^Proof of Age includes valid Identity Card of the Cinema location (Hong Kong or Macau as applicable), Senior Citizen Card, Mainland Travel Permit for Hong Kong and Macau Residents or Passport

How do I delete my Emperor Cinemas member account?

If you wish to delete your member account, please click HERE to submit your application or contact us by email enquiry@emperorcinemas.com. We will complete the deletion within 14 working days upon receipt of your request.

 

*Please note that no membership fee will be refunded (if applicable) for membership termination before expiry and all tokens, complimentary vouchers or coupons in account will be forfeited.

What is《 Emperor Cinemas Plus+ 》and《 MCL Cinemas Plus+ 》?

“Emperor Cinemas Plus+” and “MCL Cinemas Plus+” are the new brand names under “Emperor Cinemas Group” and “Multiplex Cinema Limited of Lai Sun Group” the two leading cinema circuits in Hong Kong, respectively. Through this strategic joint venture, “Emperor Cinemas Group” and “Multiplex Cinema Limited of Lai Sun Group” aim to leverage on their corporate synergies and develop new cinemas in Hong Kong together.

What has led to the strategic cooperation between “Emperor Cinemas” and “MCL Cinemas”?

“Emperor Cinemas Group” and "Multiplex Cinema Limited of Lai Sun Group" aim to leverage on their corporate synergies, profound industry experience and market knowledge and bring together a chain of new cinemas, as well as to elevate cinema experience and continue to brighten up the movie industry. The new brand “Emperor Cinemas Plus+” operated by “Emperor Cinemas” will be launched soon, please stay tuned.

What does “Plus+” mean?

“Emperor Cinemas Group” and “Multiplex Cinema Limited of Lai Sun Group” shared the same values and goals for the cinema industry in Hong Kong. This groundbreaking strategic collaboration will further strengthen the resources and the edge of both parties and to maximize the synergistic effect of "Plus+". 

Are the existing membership scheme and promotional offer applicable to both “Emperor Cinemas Plus+” and “MCL Cinemas Plus+”?

No. “Emperor Cinemas Plus” and “MCL Cinemas Plus” are operated and managed by “Emperor Cinemas” and MCL Cinemas” respectively. The ticketing operation, membership scheme and various promotional offers will continue to be managed and run by the respective cinema circuit separately and independently based on the existing mechanism and will not be affected despite the launch of the new brand “Plus”.

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