FAQ VOX

COVID-19

In compliance with government regulations, and following our own comprehensive health and safety assessment, VOX Cinemas in Kuwait has reopened. The health, wellbeing and safety of our employees and guests remains of paramount importance to us and we have taken all necessary precautions, to ensure it is now safe to reopen.

In these uncertain times, we appreciate that you may have concerns and we want to give you peace of mind by answering your most frequently asked questions.

If you have any additional questions or concerns, please contact our customer care team by emailing customer.support@maf.co.ae.

We look forward to welcoming you back.

Is it safe to return to VOX Cinemas? 

Your health and wellbeing remain our number one priority. We would like to assure you that we are reopening in compliance with the Kuwait Ministry of Health guidelines and have taken all necessary precautions to ensure it is safe to reopen. During our temporary closure, we conducted enhanced cleaning and sterilisation of the premises and we have also implemented enhanced safety protocols, designed to ensure that our employees and guests have a comfortable experience with added peace of mind. 

What health and safety measures have you taken to ensure it is safe to return?

In addition to our already stringent sanitisation standards, we have put in place enhanced measures to ensure the health and safety of our guests and employees. Our staff are cleaning and sanitizing surfaces frequently, paying particular attention to high touch points such as counters and POS.

In line with government regulations, it is now mandatory for guests to wear a face mask and employees are required to wear a face mask and gloves. We have also introduced new measures to ensure that physical distancing is maintained throughout the guest journey and will be operating at 50% capacity. You can read all about our safety protocols in detail here

How are you ensuring the health and safety of your staff?

The health and wellbeing of our employees and guests remains our number one priority. We have put in place stringent measures to ensure our businesses are safe and we are conducting enhanced cleaning and sterilisation.

We are in regular communication with our employees to ensure they are aware of preventative measures and safety precautions. It is now mandatory for staff to wear a face mask and gloves, which we will be supplying. Our staff have also been fully vaccinated. As an added precaution, we are also taking the temperature of staff when they arrive at work.

How are you enforcing physical distancing?

Guests are reminded to maintain respectful physical distancing at all times and we have implemented additional measures to ensure this is enforced such as installing instructional signage and deploying safe distancing ambassadors to guide guests on best physical distancing practices. Our cinema auditoriums are operating at government mandated capacity, and this new seating capacity has vacant seats beside, in front and behind to maintain a safe distance between guests.

Guests can also enjoy a queueless cinema experience by advance booking their tickets online and we provide a contactless collection service so guests can keep a safe distance from staff. To further minimise physical contact and exposure, we offer contactless payment options and guests will be asked to self-scan their tickets before entering the auditorium.

Will operating hours be the same?

In line with government regulations, there will be a temporary reduction in operating hours. VOX Cinemas in Kuwait will be open from 8am to 8pm until further notice.

Do I need to wear a face mask and gloves?

In line with government regulations, it is now mandatory for guests to wear a face mask.

Are there any age restrictions? 

VOX Cinemas Kuwait are open to vaccinated customers only, in line with government guidelines. This means customers from 16 years old and above only are allowed to enter the cinema. Guests must have their names in green or yellow colour in Immune App to gain entry to our cinema.

Is it safe to order food?

We have extensive measures in place to ensure the highest levels of food safety are maintained such as monitoring and recording the temperature to ensure it is safe for consumption. Staff are also following strict safety protocols which include sanitizing workstations every 30 minutes and washing their hands at least every 20 minutes and before handling food. Guests can also pre-order their food online and we also provide a contactless collection service to minimise physical contact.

What is the minimum age to pay for a ticket?

At the moment, no one under 16 is allowed to enter the cinema as per the Ministry of Health guidelines.

GENERAL INFORMATION

What are your ticket prices?

Ticket prices for all VOX experiences are as follows: 

TICKET TYPEPRICE (in KD)
Standard 3.5
Premium View4
KIDS3.5
Premium View MAX 4.5
THEATRE10
THEATRE Package20

3D glasses for all experiences can be purchased separately for KD 0.2 from the ticket counters. All tickets for the KIDS experience are exempt from this charge. 

What are the different types of movie ratings?

These are the details for each rating, as stated by the Censor Board Committee from the Ministry of Information:

18TCRated 18+ until the final rating is confirmed. Entry to the cinema must comply with the age restriction of final confirmed rating. Booking prior to confirmed rating, is at customers discretion.
18+Guests under 18 years of age will not be admitted
T13+Teens - Admissions only for ages 13 and above
PGParental guidance suggested. Some material may not be suitable for children.
EEveryone - open for all ages.

Please note that it is against the law for underage people to enter restricted movies, even with their parents. You may be asked for identification to prove your age.

Will cinema staff ask for ID?

Yes, cinemas staff can ask for photo identification as proof of age. You will be refused entry to the movie if you cannot provide an identification document to verify your age.

What is the minimum age to pay for a ticket?

Children under 3 years old can enter the cinema for free. Please note: this does not entitle the child to a seat. 

Do your cinemas provide spaces for wheelchairs?

Our cinemas have allocated wheel chair seats in the screens. Please purchase a ticket at the ticket counter.

Do your cinemas have separate seating areas?

Some of our cinemas have separate areas for families and bachelors. If the cinema has separate areas, you will be asked to select your seat type on the ticket step of the booking flow.  Please verify your seating area carefully before proceeding to payment since all bookings are non-refundable and non-transferable. 

Can I see what subtitles are displaying on a movie?

Yes, the subtitles are listed on the movie information pages.

Can I bring food from outside into the cinemas?

Food and beverages purchased outside the cinema are not permitted inside the cinema.

How much do 3D glasses cost?

3D glasses are priced at 0.2 KD each. All 3D glasses are re-usable.

Where do I collect my 3D glasses?

3D glasses can be collected from our staff at the ticket podiums or at the candy bar. 

Your Account

What are the benefits of creating a VOX Member account:

  • Stored payment details
  • Quicker booking with saved contact details

How do I reset my password

Please reset your password by selecting the forgotten password link found on the login page.

How do I access my purchase history?

Please view your upcoming and past booking history by selecting Purchase History on the My Account page.  This can also be accessed via the Settings section of the mobile apps.

BOOKINGS

What forms of payment do you accept for online bookings?

We accept KNET debit card, VISA and MasterCard for online bookings.

Can I print out my online tickets at the cinema?

Print your tickets at one of our cinema kiosks by entering in your booking reference number.

How do I use my E-ticket?

Scan the code on your booking email at the ticket podiums before entering the cinema. Please note that your E-ticket contains all the tickets in the booking, and you should enter when all your guests have arrived.

How many tickets can I book online?

You may purchase a maximum of 10 tickets per booking. You may complete as many bookings as you would like.

What should I do if I don't receive my booking receipt email?

Please email us through the contact us form. Provide your name and the first 6 and last four digits of your bank card. If you wish to visit the cinema, please provide proof of the purchase at our ticket counter (eg a bank statement).

How do I make group or private bookings?

Please email us at events@maf.co.ae with details of the cinema, size of group and event that you would like to organize.

Gift Vouchers Online Redemption

How do I redeem my gift voucher online?

Select the movie and showtime of your choice from our website/app. At the ticket selection step, click Add a Voucher Code and you'll be asked for your voucher code. Enter the 16-digit alphanumeric code and click Apply Voucher to complete the process.

You can redeem a maximum of 10 vouchers in a single transaction.

Can I use a voucher along with a ticket offer or my Rewards points in a single transaction?

You can use your voucher along with a ticket offer and/or Rewards points in a single transaction however only one promotion can be applied per ticket. For example: If you are checking out with two tickets, a voucher code can be applied to the first ticket and a 50%-off bank offer can be applied to the second one.

You cannot apply more than one promotion to a single ticket.

Can I exchange my voucher for cash?

All vouchers are nonrefundable and nontransferable.

Can I use my voucher for more than one transaction?

Once a voucher code has been redeemed online, it cannot be used again for another transaction.

Other Important Information:

• Online vouchers can only be redeemed for movie tickets. 3D glasses, food and drinks etc. are not included.

• Vouchers that include complementary 3D glasses cannot be redeemed online.

• Spoil passes i.e. complimentary tickets provided in lieu of a technical error at the cinema cannot be redeemed online.

• If a voucher gets upgraded or downgraded to an experience different from the one for which it was issued, it cannot be redeemed online.

• Online vouchers can only be redeemed for movie tickets at VOX Cinemas in the UAE.

• Rewards points are not awarded for tickets purchased with a gift voucher.

REFUNDS

Refund Policy 

VOX credit is our version of a credit note. We do not issue cash refunds, but if you change your mind about a purchase made online up to 90 minutes before the movie start time, you will be issued a refund in the form of VOX credit. 1 VOX credit = 1 KD. The full amount (plus any associated booking fee) will be credited into your VOX wallet and can be used for future online purchase at VOX Cinemas.

VOX credit can be used on any future purchased at kwt.voxcinemas.com and is automatically applied at checkout. VOX credit cannot be exchanged for cash.

NOTE: Refunds cannot be made on guest bookings and bookings that have used a promotion, bank or teclo offer.

Cancellations or booking changes are not possible in the following cases:
- Movie schedule time starts in less than 90 min
- Tickets have been collected at the kiosk or scanned
- Discounted tickets from bank or telco offers
- Tickets with F&B purchases that have been activated via Prepare Now or QR Code
- Tickets can’t be refunded or exchanged at the kiosk

How to request a Refund 

To request a refund, go to “My Account”, view “Past Purchases” and click "Manage Booking". If your purchase is eligible for a refund, a "Refund Booking" button will be visible. Please allow up to 30 minutes for the refund amount to be credited to your VOX Wallet. 

VOX Credit Terms & Conditions

  • This feature is only available for bookings made from registered accounts
  • Credit is valid for 90 days from date of deposit and can be viewed in My Account > WALLET. After 3 months, the credit will automatically expire.
  • VOX credit can only be used online
  • 1 VOX credit = 1 KD
  • VOX credit cannot be exchanged for cash 
  • At checkout, any available VOX credit will be applied to your order automatically
  • VOX credit can be used on both tickets and F&B 

Can I exchange my tickets(s)?

If you would like to exchange your ticket for a different seat or session, please request to refund at least 90 minutes prior to the start time and use VOX credit to purchase a new ticket. 

Where can I see my VOX credit and activity? 

You can view your VOX credit and activity on the “Wallet” section, which can be found in "My Account" on the VOX Cinemas website or app. 

Why can't I see my VOX credit at checkout?

To view your VOX credit, you must be logged into your account. If you are logged in, any balance from your VOX credit will be automatically applied to your basket total at checkout. You will also have the option not to use your VOX credit if you want to save it for later. However, it must be used within 3 months.