FAQ VOX

COVID-19

In compliance with government regulations, and following our own comprehensive health and safety assessment, VOX Cinemas in Lebanon 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.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 Lebanon 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, POS and payment terminals.

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. 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. The capacity in our auditoriums has been reduced to 50%. We have also reduced occupancy in other public areas such as restrooms and elevators.

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 Lebanon will be open from 10am to 9pm 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 across Lebanon are open to guests of all ages, in line with government guidelines.

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.

Can I eat at the cinema?

In line with government regulations, F&B is permitted within cinema auditoriums in fully sealed single use packaging. In line with the rules and practices of F&B dining areas, masks can be removed for the purpose of eating and drinking.

General Information

Where is VOX Cinemas located?

City Centre Beirut

What is GOLD?

GOLD is our luxury cinema concept.

Ticket price for GOLD is LBP80,000. 

What is IMAX?

Lebanon's first and only IMAX screen is located at VOX Cinemas, City Centre Beirut. It boasts of awe-inspiring images and heart-pounding audio. Clarity, detail and size make IMAX more than a just a way to watch movies. 

Ticket price for IMAX Standard is LBP55,000 and IMAX VIP is LBP65,000. 

What are the Standard cinema ticket prices?

What are the different types of Movie Ratings?

Films exhibited in Lebanon are rated by the Lebanese Censorship Board.

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. 3D Glasses will need to be purchased as an extra.

Do your cinemas provide spaces for wheelchairs?

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

Can I see what subtitles are displaying on a movie?

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

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 cost LBP1,500 each. Your 3D glasses can be re-used.

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:

• Access to your upcoming and past booking history
• 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.

What is VOX Rewards?

VOX Rewards is a free to join loyalty programme that allows you to earn points every time you visit the cinema to use on FREE movie tickets along with a number of other benefits. Click here for complete list of Frequently Asked Questions regarding VOX Rewards.

Bookings

Is there a booking fee for online purchases?

Yes, the booking fee is LBP 1000 for online purchases.

What forms of payment do you accept for online bookings?

We accept 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).

Can I exchange my ticket?

Booked a ticket and can't make the session? Don't worry about it, we can swap your booked session time for another movie and time in the same cinema and way to watch. Visit our ticket counter on the day or contact us at least 24 hours prior to the session on our contact us form. Subject to availability of the preferred session time and movie.

How do I make group or private bookings?

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

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 30 minutes before the movie start time, you will be issued a refund in the form of VOX credit. 1 VOX credit = 1 LBP. 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 lbn.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 30 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 LBP
• 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 30 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.

What if I do not have a registered VOX account?

You can swap your ticket for another session. This is limited to the same type of ticket. Please contact our support team or visit the cinema to support with this. Please request this at least 30 minutes before showtime.