Cineworld Cinemas Anmeldelser 

No access for someone with a disability. No staff around to help and advise. Seats crammed in. Overcrowded and disorganised with queues getting in each others way.
Finally at the end through the long credits the lights were still dimmed and we needed to use phone torches to guide us out safely down the steep steps

Watched Odyssey on Sat 25th July in Llandudno, air con wasn’t working and it was incredibly hot and uncomfortable for a 3hr movie, complained through their website and zero response as expected, have been going to that cinema as a family for over 20 years, won’t be going again, cost is high and the place is a dump.

No customer service been charged twice for my booking coming up and still waiting on tickets being emailed to me tried to contact cineworld with this matter with no reply back 3 adult and 1 child ticket cost me £43.57 but they have charged me twice and can't get anyone to talk to to sort this matter out.so frustrating and cineworld should be held accountable for there actions.
My advice is stay away from booking online with these lot,reading other reviews I am not hopeful of getting my money back.

I received an email from Cineworld saying that a 19:30 showing of The Odyssey on 23 July 2026 had been cancelled. I was advised to amend by booking. I went to my Account selected bookings and cancelled the 19:30 tickets I had booked. I tried several times to book the 19:00 showing on the same date. I could only get so far as an error message appeared, it said I had already booked to see the film. I contacted Cineworld Customer Service several times, asking them to amend my account so I could rebook, but the issue was never resolved. All I received were several automated emails, that didn't address the problem.
Cineworld needs to have actual staff members dealing with queries and resolving issues, not automated emails.

The website insists my laptop is not human and I cannot buy tickets. Useful

I wish I could add screenshot as evidence. I've been charged a higher amount than what I agreed to pay.
I opted to buy a family cinema day pass for £30.70. There was a £3 postage fee so this brings it to £33.70. The button for pay £33.70 by clicking here took me to the payment page. After I submitted my card details I had a confirmation email that I'd paid £38.70. They wacked on £5 after I'd submitted payment for £33.70.
This is surely illegal?! The email then stated the family pass was £35.70. Fortunately I have screenshots as evidence, but be careful as this is unacceptable.

Avoid.....consistent issue with movie or sound, poor customer service, management never in

Terrible customer service. They make it so hard to get help and support that I won’t bother subscribing anymore. They got rid of telephone customer service and there is no way to speak to a human unless you use a web form with no hope of a call back and no guarantees on response. They don’t even respond on socials. Have cancelled my membership- horrific company- do not use and do not recommend.

I booked two tickets for a film and only realised afterwards that it was rated 15. My son is 13, meaning he could not legally be admitted to the screening.

As soon as I realised the mistake, I contacted Cineworld before the film started. The tickets had not been used, had not been scanned, and I explained the situation in full. I wasn’t simply asking for a refund; I also offered the alternative of exchanging the booking for another age-appropriate film.

What disappointed me was not the existence of the policy itself, but the complete lack of flexibility in applying it. Cineworld acknowledged that the tickets were unused, that the booking error was genuine, and that my son was unable to attend due to the age restriction. Despite this, they refused both a refund and an exchange.

The most frustrating aspect is that I booked within the two-hour cancellation window, meaning there was no opportunity to correct an honest mistake through the normal process. Once the booking was made, there was effectively no solution available regardless of the circumstances.

Customer service repeatedly referred to company policy, but at no point did it feel as though any discretion or common sense was being applied. If unused tickets, a genuine mistake, advance contact before the screening, and a willingness to accept an exchange rather than a refund are still not enough, then it is difficult to see what circumstances would ever justify an exception.

Legally they may be entitled to take this position, but as a customer I found the approach unnecessarily rigid and disappointing. As a result, I will be choosing other cinema operators in future.

Diabolical customer service. Sent three emails requesting assistance after being overcharged and still awaiting a response after 6 weeks. Shameful from such a big company. Get a grip Cineworld!

As with 1000's of others, their customer service is simply non existent. I haver had over £550 of direct debits taken from my account fraudulently as never signed up to an account, and yet they will not respond to any of my emails, facebooks and don't have a telephone number. I have had some bad experiences over the years, but these guys are the most extreme. Next step, go into my local cineworld and kick off at the door, maybe then they will respond!

I have been a Cineworld unlimited member for years and always pay yearly. This year Cineworld have decided to automatically charge you monthly. I wanted to cancel as I’d paid for my yearly subscription the month before it was due to expire only to be told I had to wait for it to expire before I could cancel the monthly subscription before I could start the year one I had paid for & got my code. Low & behold on Sunday they took the monthly money out my bank account & it won’t let me start my yearly one I’d paid for. I said I wanted to cancel it & use my yearly code but was told Iit would be cancelled in a month. If they keep £19.99 from every customer they’ll be raking it in. It was so much easier when you could call. Whatever happened to customer service, it’s on existence. They don’t deserve any customers. I wouldn’t be one if I hadn’t paid for my yearly subscription. .

Second time I’ve been to Cineworld York in a short space of time and both times they had no Baskin and Robins ice cream out. They just seem very lazy.

I have to say, I have not had the best experience with Cineworld overall particularly when it comes to customer service.

I am a Blue Light Card holder and booked cinema tickets through the Blue Light app using vouchers. Unfortunately, I accidentally booked the wrong date for the film. This was entirely my own mistake however I realised it immediately and it could have been very easily rectified had there been an actual person available to speak to.

After trying to contact Cineworld by phone and online, I discovered there is effectively no way to speak to anybody directly. I followed the online instructions provided which advised me to cancel the booking, stated that I would receive a refund and then rebook the tickets correctly. As a result, I ended up paying twice for the same film including having to pay Cineworld’s £4 non-refundable booking fee twice as well.

Because the original booking had been made using Blue Light app, I was unclear how the refund process would even work in the first place, despite the system stating that I would receive a refund. It has now been a week and a half later and I still have not received any refund whatsoever nor any explanation as to how that refund is meant to be processed.

To make matters worse, I have emailed Cineworld approximately six times and have not received a single response. I find this level of customer service absolutely unacceptable.

Mistakes happen and in my case it was a genuine error that I noticed immediately but the complete lack of accessible customer support has made a simple issue unnecessarily stressful and frustrating.

Had there been an actual human being available to contact this situation could have been resolved within minutes. Instead, I am still waiting for both a refund and any form of communication.

I sent a message to my local Cineworld about cosplaying for Mandalorian and Grogu film. Guess what? Not a ounce of decency to respond. Just like my other local cinema, don't want to know and treat me like a nobody. I will never go to Cineworld again. They can get stuffed. I see posts of other Cineworld inviting other cosplayers. Nice to know I'm always being rejected.

A company that simply does not care about its customers. I live in France, but visit the UK for work often. When I'm there, I like to go to the cinema. But I am unable to plan my viewing or book tickets on the Cineworld website because they do not allow people from other countries to access it.

Once in the UK, if I want to view a trailer video on the Cineworld website, it tells me that I have to enable cookies. I have necessary, performance and functional cookies enabled, but it still won't play the trailer unless I enable social media, and targeting cookies.

Basically, lf we can't monetise you for advertising, you can't watch the trailer of the movie you are going to pay us to see. Bullshit company.

Kenny the manager in Cineworld West India Quay is fantastic. I accidently booked the wrong day to watch the MJ movie and could not get a refund, so he gave me a complimentary drink and popcorn.

Thanks again Kenny

I visited Cineworld Wembley on Bank Holiday Monday for the 17:00 4DX showing of the Michael Jackson movie with my 13‑year‑old son. What should have been a simple, enjoyable outing turned into one of the worst customer service experiences I’ve ever had.

I used workplace perks vouchers for 1 adult and 1 child ticket. I fully understand that third‑party vouchers can sometimes have issues — but nothing prepared me for the rudeness and unprofessional behaviour I encountered from a staff member named Leon.

Leon was dismissive from the moment I approached the counter. When the child voucher didn’t scan, he refused to try the code manually and told me to buy another voucher or pay full price. Under pressure, I bought another voucher in front of him and that one didn’t work either. When I questioned why he made me buy it, he sarcastically said, “I didn’t tell you to buy it, that was your choice.”

When I asked for a manager, Leon walked away and deliberately deleted my entire booking, including the seats I had already selected. This was completely unprofessional and escalated the situation unnecessarily.

The General Manager, Suhal, then came over. Instead of listening to what happened, he immediately defended Leon. He made irrelevant comments about growing up in Brixton and “around Caribbean people,” which felt like a prejudiced assumption about me. The way I was spoken to portrayed me as an “angry Black woman,” which was disgusting, humiliating, and completely unacceptable — especially in front of my son.

Because Leon deleted my booking, I lost my original seats. Suhal then tried to present new seats as a “gesture of goodwill,” claiming they were seats they “don’t normally sell.” There was no goodwill here — it was simply fixing a problem his staff caused.

In total, I ended up paying £58.80 for 1 adult and 1 child ticket, plus £8.50 for parking. I didn’t get into the screen until 17:43, missing the first 10 minutes of the film. The stress and embarrassment ruined the entire experience for both me and my son.

To make matters worse, when I tried to speak to Suhal again after the film, I was told he had already left  and unbelievably, none of the remaining staff even knew his name. The only person who treated me with dignity and respect was Monika, the Team Leader who took over the transaction after Leon deleted everything.

This was an extremely expensive and distressing Bank Holiday for a single mum who simply wanted to enjoy a movie with her child. Cineworld Wembley seriously needs to address the behaviour of its staff and management.

Imagine paying £67.30 1 adult and 1 child , nachos, two large icees

I’m an Unlimited member, and I have been unable to book any Unlimited tickets since 11 days ago. I’ve sent 5 messages to Cineworld, and haven’t received any response at all. This is ridiculous customer service for a monthly subscription membership.

I went to Cineworld in Ely to buy pick n mix for my family, i spent £30 and it was mostly old and stale, it had obviously been sat there for months, i had to throw half of it away, i wrote to them and not even bothered replying