FAQ Topics

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FAQ Topics

  • Cinema Information
    • What cinemas does HOYTS operate?
    • What is Xtremescreen?
    • What is IMAX®?
    • What is La Premiere?
    • What is Directors Suite?
    • What is the Bean Bag Cinema?
  • Cinema Accessibility
    • Are HOYTS Cinemas accessible to people with disabilities?
    • How does HOYTS cater to people with hearing disabilities?
    • How does HOYTS cater to people with visual disabilities?
    • Can people without hearing or visual disabilities attend captioned sessions?
    • Can I book an wheelchair accessible seat online?
  • Candy Bar
    • What are the prices at the candy bar?
    • What ingredients does the popcorn sold at HOYTS contain?
  • Careers
    • How can I get a job at HOYTS?
  • Groups Bookings, Events and Birthday Parties
    • Can I make a group booking at my local HOYTS cinema?
    • I am interesting in holding a corporate event at HOYTS, how can I?
    • Can I hold a children's birthday party at HOYTS? Are there any package deals?
  • HOYTS Rewards
    • What are the benefits of becoming a HOYTS Rewards member?
    • How can I become a HOYTS Rewards member?
    • Who can join HOYTS Rewards?
    • I am a member of HOYTS Insider and already receive a weekly newsletter. Is this the same as HOYTS Rewards?
    • Can I be a member of HOYTS Rewards and the HOYTS Insider at the same time?
    • Activation and Account
    • Membership Renewal
    • Free Sign-up and Renewal Ticket
    • Earning and Using Rewards Points
    • Movie of the Week
    • Managing Your Subscriptions
    • Ratings and Reviews
    • Friends
    • Flicks List
    • Events
    • HOYTS Rewards Students
    • Terms and Conditions
  • HOYTS Insider
    • What are the benefits of becoming a HOYTS Insider member?
    • How can I update my details?
    • I cannot remember my username or password, how do I retrieve this?
    • How can I unsubscribe from HOYTS Insider newsletters?
    • I am a HOYTS Insider member and I have not received my membership card?
    • What is the Movie of the Week?
    • How do I find out what the Movie of the Week is?
    • Where can I purchase tickets to the Movie of the Week?
    • How many tickets can I purchase to the Movie of the Week?
  • HOYTS Black Card
    • What does my HOYTS Black Card entitle me to?
    • What are the restrictions on my HOYTS Black Card?
    • Can I use my HOYTS Black Card to see movies that are not general admission sessions?
    • Can I use my HOYTS Black Card to see 3D movies?
    • Does my HOYTS Black Card guarantee me admission to the session of my choice?
    • Can I give or sell my HOYTS Black Card to someone else to use?
    • WHERE can I use my HOYTS Black Card?
    • How do I use my HOYTS Black Card online to purchase my tickets?
    • Can I use my HOYTS Black Card at a self-service kiosk in cinema?
    • When does my HOYTS Black Card Expire?
    • Can I replace or exchange my HOYTS Black Card?
    • Can I renew my HOYTS Black Card?
    • If I purchased a HOYTS Black Card in Australia, can I use it in New Zealand and vice versa?
    • Where can I purchase HOYTS Black Cards?
    • Where can I find the complete set of Terms and Conditions relating to HOYTS Black Cards?
    • What if I have other questions about the HOYTS Black Card?
  • HOYTS Website
    • How do I display the session times for my preferred cinemas?
  • Sponsorship, Fundraising & Donations
    • Does HOYTS assist in the community?
    • Do HOYTS sell or give away movie posters or merchandise?
  • Movie & Session Times
    • Why do we have ratings?
    • What do the different ratings mean?
    • Who qualifies as a 'guardian' for a person under 15?
    • What is the difference between M and MA 15+?
    • Can a person below 18 years see an MA15+ movie without parental guidance?
    • What is considered valid proof of age at the cinema?
    • When can a cinema refuse entry to an MA 15+ or R 18+ film?
    • Where can I find more information on film classifications?
    • Where can I find session times?
    • Why are there no session times on your website past Wednesday?
    • Why does a movie not start at the advertised time?
    • Do you have special sessions for mothers and their babies?
    • Do you have suitable films for toddlers and young children?
    • Do you have special programs for different cultural groups?
    • Why should I see a movie in 3D?
    • Is it possible to wear 3D glasses over my prescription glasses?
    • Do you have 3D glasses for children?
    • What happens to 3D glasses after the movie?
  • Purchasing Tickets
    • Can I purchase tickets online to my local HOYTS cinema?
    • What does it mean when a movie is advertised as NFT, ‘No Free Ticket / No Discount Offers'?
    • What age restrictions are placed on Child tickets?
    • What age restrictions are placed on senior tickets?
    • Are seniors cards accepted at La Premiere, Directors Suite, Bean Bag cinema or 3D films?
    • What identification is required to access discounted tickets?
    • How do I purchase tickets securely online?
    • How many tickets can I purchase in one transaction?
    • Why is there an online booking fee?
    • Where do I collect my movie tickets?
    • When can I collect my tickets?
    • What do I need to bring with me to pick up my tickets?
    • What methods of payment do you accept online?
    • How secure is my credit card and personal information?
    • I have purchased online tickets for the wrong date. How can I correct this?
    • I have purchased tickets online and I have not received a booking confirmation. How do I collect my tickets?
    • I will not have the credit card with me on the day I collect my tickets, do I need the credit card?
    • I want to purchase uneven numbers of seats for La Premiere or Directors Suite online but the system will only allow me to purchase two at a time? How do I purchase seats separately?
    • Where can I find ticket prices?
    • If I don't collect my tickets or go to the movie will I still get charged?
    • How secure is the HOYTS website for purchasing online?
  • HOYTS CineVouchers
    • What are HOYTS CineVouchers?
    • What happens after I redeem my HOYTS CineVoucher online?
    • Can I redeem my HOYTS CineVouchers online for 3D sessions?
    • Can I pre-purchase 3D glasses when I redeem my HOYTS CineVouchers online?
    • How many HOYTS CineVouchers can I redeem online?
    • What do I do if I add too many HOYTS CineVouchers to my order?
    • Are there any fees for redeeming my HOYTS CineVouchers online?
    • Can I collect my tickets from the kiosk if I have redeemed my HOYTS CineVouchers online?
    • What are the restrictions on my HOYTS CineVouchers?
    • When redeeming my HOYTS CineVoucher, can I pay the difference and upgrade to La Premiere or Directors Suite?
    • Where can I redeem my HOYTS CineVouchers?
    • What does my HOYTS CineVoucher entitle me to?
    • When does my HOYTS CineVoucher expire?
    • Can I replace, return or exchange HOYTS CineVouchers?
    • Can I extend the validity of my HOYTS CineVouchers?
    • If I purchased HOYTS CineVouchers in Australia, can I use them in New Zealand and vice versa?
    • Where can I buy HOYTS CineVouchers?
    • Where can I find the complete set of Terms and Conditions relating to HOYTS CineVouchers?
    • Can I redeem my HOYTS CineVoucher at a kiosk in cinema?
    • Can I use my La Premiere voucher for a mainstream session?
  • HOYTS Gift Cards
    • What are HOYTS Gift Cards?
    • What are the restrictions on my Gift Card?
    • Where can I redeem my Gift Card and e-Gift Card?
    • Is there a fee to purchase a Gift Card?
    • How much can be loaded onto a Gift Card?
    • Can Gift Cards be re-loaded with additional funds after the initial purchase?
    • How can I check the balance on my Gift Card?
    • When does my Gift Card expire?
    • How can I check the expiry date of my Gift Card?
    • What if there is no expiry date written on the back of my Gift Card?
    • Can I replace, return or exchange Gift Cards?
    • Can I extend the validity of my Gift Card?
    • Can I use my Gift Card to make purchases at the Candy Bar?
    • Do I have to use the full amount on my Gift Card in one transaction?
    • If I purchased a Gift Card in Australia can I use it in New Zealand?
    • Where can I buy Gift Cards?
    • There are no funds loaded on my Gift Card. What can I do?
    • My Gift Card is not working even though there is still money left on it. What can I do?
    • Where can I find the complete set of Terms and Conditions relating to Gift Cards?
    • I live overseas and need a gift card sent to Australia, but the online Gift Store will only allow me to enter an Australian billing address, what do I do?
    • My HOYTS gift card has La Premiere / Directors Suite printed on it. Can I use this Gift Card for mainstream sessions?
  • HOYTS Merchandise Returns Policy
    • Can I return merchandise?
  • Contact Details
    • How to contact us?


Purchasing Tickets

  • Can I purchase tickets online to my local HOYTS cinema?

    • You can purchase tickets online to all HOYTS cinemas throughout Australia by clicking HERE. Tickets can also be purchased via our smart phone application or our mobile website.

  • What does it mean when a movie is advertised as NFT, ‘No Free Ticket / No Discount Offers'?

    • Some movies will be advertised in the first weeks of release as No Free Offers Accepted, No Discount Offers Accepted or No Free or Discount Offers Accepted. During this period complimentary passes or price based discount coupons issued by HOYTS cannot be used.

  • What age restrictions are placed on Child tickets?

    • The age restrictions vary depending on content;

      HOYTS Jnr content: Children under 1 year of age are admitted free when accompanied by a paid ticket holder if the intention is that they will sit on the adults lap.

      If the accompanying adult would like the child to have their own seat, then they must purchase a child’s ticket. Once they have turned 1, they must purchase a valid ticket.

      For all other content: Children under 3 years of age are admitted free when accompanied by a paid ticket holder if the intention is that they will sit on the adults lap.

      If the accompanying adult would like the child to have their own seat, then they must purchase a child’s ticket. Once they have turned 3, they must purchase a valid ticket.

      15 years is the maximum age to purchase a child’s ticket.

      This excludes Mums and Bubs sessions, for full terms and conditions for Mums and Bubs please click HERE.

  • What age restrictions are placed on senior tickets?

    • A senior ticket is restricted for use for those aged 60 years of age and over with a Proof of age or Australian Citizen Seniors Card.

  • Are seniors cards accepted at La Premiere, Directors Suite, Bean Bag cinema or 3D films?

    • La Premiere, Directors Suite, Bean Bag cinema and 3D films are premium cinema experiences where standard prices apply. Seniors cards are accepted for general admission sessions only.

  • What identification is required to access discounted tickets?

    • To purchase an student ticket, you must provide a valid student or transport concession card. To purchase a concession ticket, you must provide a valid unemployment, pensioner or Health Care Card.

  • How do I purchase tickets securely online?

    • Purchasing HOYTS movie tickets online is quick and easy. All you need is a credit card and a valid email.

      1. Select your preferred cinema, movie, date and session time
      2. Review all the details of your selection on the Buy Tickets page before you click the red 'Buy Tickets' button
      3. If you are a HOYTS Rewards or HOYTS Insider membership please log into your membership or you continue with your ticket purchase as a guest
      4. Confirm that the cinema, movie, date and session time details are correct
      5. Select the number of tickets for each ticket type that you require
      6. Enter your payment and contact details. Read and agree to the terms and conditions of online tickets sales. Review your purchase information carefully and click the 'Purchase Now' button
      7. Once the order for tickets has been approved, a booking confirmation page will appear and a confirmation email will be sent to the email address you supplied. This page and email provides a complete overview of the cinema tickets and session details that have been purchased

      To collect your tickets you will need the credit card used to purchase the tickets. You will need this card to collect your tickets.

  • How many tickets can I purchase in one transaction?

    • For general admission seating you can purchase between 1 and 10 tickets in one single transaction.

      La Premiere or Directors Suite seating is designed for two people and you can purchase either 2 or 4 tickets online. If you require an odd number of tickets or wish to book for more than four people you can purchase tickets by telephoning our cinema.

  • Why is there an online booking fee?

    • An advantage of online ticket purchasing for our guests is that they will receive priority service when they collect their tickets at HOYTS Express. HOYTS Express delivers a fast and easy way to collect online tickets purchases. We provide the opportunity to our guests to purchase items from the candy bar. At selected cinemas we also have self-serve Kiosks available for our guests, where online ticket purchases can also be collected.

  • Where do I collect my movie tickets?

    • Collect your tickets from the cinema for which you purchased tickets. Simply go to the HOYTS Express or the box office or one of our self-service kiosks. Please ensure that you bring the credit card used to purchase the tickets and your booking confirmation with you.  

  • When can I collect my tickets?

    • After purchasing your tickets online you can collect your tickets at any time from the Express or box office at the cinema you will be attending. Please ensure that you bring the credit card used to purchase the tickets and your booking confirmation with you.

  • What do I need to bring with me to pick up my tickets?

    • It is important that you bring the credit card that you used to purchase the tickets to the cinema. You will need this card to collect your tickets from the box office. We also recommend that you bring a copy of the purchase confirmation page or email with you to the cinema. In the event of a computer or system failure this confirmation receipt will assist cinema team in ensuring you can still enjoy the movie!

  • What methods of payment do you accept online?

    • We accept all major credit cards including American Express, Bankcard, Diners Club, Mastercard and Visa. We also accept payment via PayPal.

  • How secure is my credit card and personal information?

    • Safe Technology: The Internet Ticketing website has security measures in place to protect the customer from loss, misuse and alteration to the information under our control. The secure server software, Secure Socket Layers (SSL) is among the best software available today for secure commerce transactions. When exchanging personal data such as your credit card number, your name, email address etc., this data is encrypted thus becomes incomprehensible when it is sent across the Internet.

      Credit Card Protection: When you purchase online, credit card purchases are generally protected against fraud by law, and your liability is limited. Check with your credit card company for details. Be aware that improvements in technology have significantly decreased chances of Internet credit card fraud. All Internet transactions are checked via a secure payment gateway system that prevents the fraudulent or misuse of credit cards.

      Note: This website is built using frames. Therefore, the secure Gold lock does not appear at the bottom of your browser, nor does the address field change the secure https://url. You may also see a pop-up alert advising that parts of the site are not secure. This message relates to the frame containing advertising served by ninemsn. Please be assured that the site does allow secure transactions.

  • I have purchased online tickets for the wrong date. How can I correct this?

    • Please contact the HOYTS cinema you are attending or our Guest Experience Team prior to your session commencing.

      You can reach our Guest Experience Team HERE.

  • I have purchased tickets online and I have not received a booking confirmation. How do I collect my tickets?

    • Please contact the HOYTS cinema you are attending or our Guest Experience Team so we can confirm your online ticket purchases.

      You can reach our Guest Experience Team HERE.

  • I will not have the credit card with me on the day I collect my tickets, do I need the credit card?

    • For security reasons, you will need to present the credit card to collect your tickets. Otherwise, please contact the cinema to make alternative arrangements.

  • I want to purchase uneven numbers of seats for La Premiere or Directors Suite online but the system will only allow me to purchase two at a time? How do I purchase seats separately?

    • La Premiere and Directors Suite seats are only sold in pairs online only. You can purchase seats individually at the box office.

      To contact our La Premiere or Directors Suite cinemas please click HERE.

  • Where can I find ticket prices?

    • HOYTS ticket prices vary per session and are based on the format of the movie, the day and concept it may be in. THERE are many concepts and formats that a film can be played, such as, 2D, 3D, Xtremescreen, La Premiere, Directors Suite, HOYTS Jnr, HOYTS Plus, Mums and Bubs, Matinee Movie, Gala screening, Movie of the Week, Faith on Film, event and film festivals.

      To not misinform our guests, we will only confirm ticket prices online or over the phone once the guest has specified all information required to determine the appropriate pricing for the desired session.

  • If I don't collect my tickets or go to the movie will I still get charged?

    • Yes. Tickets are sold on a no refund or exchange basis. These terms and conditions are agreed to upon purchase. Your credit card will be charged for the full price of the ticket and booking fee.

  • How secure is the HOYTS website for purchasing online?

    • HOYTS never captures your credit card. When you enter your details they are tokenised and held by our banking partner, Westpac in a secure environment that complies with the relevant financial regulations (PCI compliance).

      If you are a member and you save your credit card, these details are not available to anyone at HOYTS. By entering your member password Westpac is able to authorise your payment without providing us with your payment details.