Head Office
Cineplex Inc
1303 Yonge Street
Toronto, ON M4T 2Y9
Canada
Customer Service
Email: guestservices@cineplex.com
Phone: 1-800-333-0061
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About Cineplex
Cineplex is a leading Canadian entertainment company that was founded as Galaxy Entertainment in 1999. Today, it operates movie theaters, restaurants and arcades across Canada. There are more than 165 theatres with close to 1,700 screens. Headquartered at Toronto, Ontario, Cineplex employs over 13,000 across Canada and the US to manage its day to day operations. The company’s key divisions consist of Cineplex Odeon, SilverCity, Famous Players, Cinema City, Cineplex Cinemas, Galaxy Cinemas and Scotiabank Theatre. OutTakes and Poptopia are two of its restaurant brands. The largest film exhibitor in the country caters to 71 million guests each year. Many Cineplex locations feature a separate arcade area under the brand Xscape.
Movie goers can visit the website to know what’s playing and track all upcoming movies and events. The screens feature the latest technology, be it 3DX, ScreenX, IMAX, ReadD-3D or Dolby Atmos. The homepage lists all the recently released movies. You can click on the title to watch the trailer, see the cast or read synopsis. When you scroll down, you can check out the showtimes for the movie. You can also see the formats available, along with time slots. Choose the date and the theatre nearest to your location to reserve a seat. If you want to search one, you can enter a location or choose a city from drop down. Cineplex theatres are currently spread across Ontario, Quebec, British Columbia, Alberta, Nova Scotia, Saskatchewan, Manitoba, New Brunswick, Prince Edward Island and Newfoundland & Labrador.
Tickets can be searched and booked on the web as well as Cineplex smartphone app. You will need to first create an account and then proceed to booking. As you select the date and movie, you can also choose the preferred seat from the seat chart. Further, you can add food and beverage to your order. The food stalls sell gourmet popcorn, candies, hotdogs, chips ad soft drinks. Purchases online can be done using major credit cards, gift cards and PayPal. Upon booking, you will receive the ticket on your email. If you are unable to print the ticket, just carry the eticket with you on your mobile device. If booking through app, the order history will have the details of new and past orders. For a true luxury experience, book a ticket on Cineplex VIP Cinemas. Food and beverages will be serviced right to your seat.
Cineplex offers both virtual and plastic gift cards for those special occasions. Holiday gift bundles as well as corporate orders are available for booking. After a movie or before, head to Xscape for enjoying the latest video and interactive games. The entertainment centre offers more than 60 games and a wide variety of food options. This is a perfect fun place for kids and families. If you frequent Cineplex, ensure you are registered for the Scene entertainment rewards program. A joint venture between Scotiabank and Cineplex Entertainment, Scene members earn points that can be redeemed for free movies. Additionally you get discounts, access to exclusive offers and points for money spent at 800+ restaurant locations. Interested members can join the program online.
You don’t really want people to join your Cineplex monthly membership. I have tried on multiple occasions however continue to get an error that I gave an unsupported postal code. Thought they could help me at the theatre. Just a phone number which I was hung up on. Tried the chat where they could not help. Called again waited on hold for half an hour where I was told I needed a Scotia credit card or I could pay with PayPal! Do you or do you not want my money! She then hung up on me when I stated you are not making this customer user friendly. I then sent an email with a case number, no reply! Your competition is looking really good right now who by the way are offering the same membership. Thought loyalty went a long way. Guess not!
Last night we went to watch the movie NOPE, which was the highlight of the evening! However my experience at the concession was where things went wrong—beginning with gift cards! The attendant seemed to have problems scanning the cards. The popcorn had too much butter and the white cheddar gave it a sweet flavour! Add to this the Coca Cola was overtly sweet. Because the movie WAS great, in the IMAX, so I forced myself to eat the popcorn and drink the coke! Unfortunately I was left with an awful aftertaste and was nauseous by they time I got home!
Wish I saw these comments earlier. Trying to watch a movie at home through the app. Keeps saying there’s a network issue. There’s nothing wrong with my network. Tried calling and left an email. The guest service comment section is a joke.
I bought an online movie to watch at home and when I try to watch it it doesn’t let me. I followed all the steps and still didn’t work. Contacted online costumer service which was pointless because it took me to some membership and asked me for my credit card info, REALLY! I don’t want any membership.
Purchased a digital movie but can’t play it. Can’t get a hold of customer service…they have my money, I have nothing. Maybe some media exposure, like GoPublic might help. Won’t be buying movie tickets anytime soon. What a disaster!
The waiting time to get assistance on the phone or before being able to talk to a person is extremely long. Why are we not offered the choice to leave our phone number right after being told the expected waiting time? Also, I do not find the link to get some info on the bilingual guest service.
So frustrated. I spent $100 on tickets for March 5th and the show was cancelled. Technical difficulties. They couldn’t give me a refund at the theatre saying I had to do it online. No response from Cineplex guest services for 10 days. Come on guys.
I have been on hold to reset an account as you can’t book without it. It tells me to say reset password and then it first took me straight into website with all my info accessible but if you try to reset a password you don’t know it requires that password in order to change. Absolutely crazy. I have tried twice on hold for over 2 hours and no response. No support by chat or call.
So I see I’m not the only one who has customer service issues. Multiple attempts by phone, got one connection through after over 1.5 hours wait on the 3rd attempt of waiting each time over 1.5 hours to 2 hours wait, but then was immediately disconnected like someone picked up the phone and hung it right up. Purchased 2 DBox Tickets 5 months ago, but when you go back one page of purchasing online, your ticket defaults back to the current date and NOT save your purchase settings. Anyways, went into the theatre to ask for a refund only to be told to wait for guest services to reply with my complaint. This is such a joke!! No resolution in person or online or by email or by phone!
Agree with JD above. I am having the same issue. Very frustrating, next swap is to go directly to theatre to see if I can speak to someone that can reimburse me for unused tickets which I had emailed in advance of show date to get refund.
Cineplex has the worst customer service I have literally ever used (or have tried to use).
I have been calling twice a week for something like 3, maybe 4 months now. On the phone, I’m holding for over an hour every single time and nobody ever answers. Online, I’m waiting for over two hours for a live-chat agent. When I email them they never email back. Not once, not ever.
I genuinely believe that nobody works fat Cineplex’s customer service centre.
I’m literally just trying to change the name on my card and request a new card be sent in the mail. In a world with the fastest contact speeds in history, there’s no reason why anyone should be waiting for literal months just to get a hold of a representative, let alone actually having an issue resolved.
HORRIBLY SLOW customer service. Emailed 2 days ago, have called and been on hold HOURS each day..longer then the expected wait time and still no resolve/answer. 0 out of 10 in service.
Just wanted to leave a great big thank you for Richard at Marine Gateway theaters. He was incredibly patient, helpful and kind. My husband is low vision and everytime we go to a theater it’s an adventure. Since this was our first movie theater experience since COVID everything was basically new again. Richard stepped in when the box office staff were unfamiliar with the Access 2 card and was able to provide the described audio receiver with no problems.
The whole process was pretty seamless and Richard kept calm and pleasant throughout. Our interaction set the tone for a very pleasant evening and return to your theaters.