Have questions regarding Express Tickets? Below is a list of our Frequently Asked Questions. If you have a question that is not answered below or on our site, please contact us using our online form or call 1-877-576-3171 between the hours of 7:30am - 12:00am M-F, Sat, Sun & Holiays 11:00am - 12:00am Eastern Time.
Q. Why can’t I see showtimes further in advance?
- Film showtimes for the upcoming week (Friday onward) are decided on Mondays and Tuesdays. Each Monday, the weekend box office results are examined and then, based on those, showtimes for the entire chain are programmed.
If you are looking for showtimes for Friday onward, they will appear online as soon as they are finalized, usually Tuesday evenings. There are a few exceptions to this rule; for example, live events and the opening of very large blockbusters, where tickets are put on sale several weeks in advance.
Q. Why does the online ticketing system keep refusing my email address?
- This generally means that there is a typo in your email (or confirmation email) address.
We ask you to enter your email address and then confirm it. This ensures that there are no typos, so we know that your receipt and confirmation number will be sent to the proper address. To ensure you get your receipt, you cannot proceed unless both addresses are identical (including capitalization).
Q. How can I be sure that my purchase was completed?
- If you have received either an email confirming your purchase or saw the Purchase Confirmation screen at the end of your transaction, then your purchase was completed.
If you receive any errors throughout your transaction that did not allow you to proceed further (or you exited the screen and have not received a confirmation email) then your purchase was not complete.
- On occasion, the Empire Express Purchase Confirmation email will appear in your junkmail folder. We recommend that you check your junkmail folder if you do not see your Empire Express Purchase Confirmation email in your inbox.
Q. What do I do if my Empire Express Purchase Confirmation email did not arrive?
- Please check your junkmail folder. If you have more than email account, please ensure you are checking the account corresponding to the address you used while completing your online purchase.
In some rare cases, email servers may be very busy. As a result the email may take a few extra minutes to arrive.
Q. I have lost my printed Purchase Confirmation, can I still retrieve my tickets?
- If you still have your original email, simply print it again. If you do not, but you still have your Purchase Confirmation Number written down, you can also use this to receive your tickets at the theatre.
If you have lost both your Purchase Confirmation Number and email:
a. Tickets Purchased with a Credit Card
i. If you no longer have your Purchase Confirmation number or email you can use your credit card at the theatre to retrieve your ticket. When you arrive at the theatre, go to the Box Office, Concessions or Automated Box Office with the Credit Card that was used to make the purchase and it can be swiped in order to retrieve your ticket
b. Tickets Purchased with Interac or an Empire Theatres Gift Card:
i. It may be possible to retrieve your ticket if your have lost both your Confirmation Purchase number and email, but we cannot guarantee it. Visit our Feedback page, submit the form with the information below and we will attempt to retrieve your ticket
1. email address used for purchase
2. Date purchase was made
3. Theatre Name and Film title
4. Time of show
5. Number of tickets purchased
Q. How do I know that my payment information is secure if I purchase a ticket online?
- The section of the site that handles all your information for online ticket purchases is secure. There are a number of ways to re-assure yourself that you are using a secure section of our site for that purchase:
1. HTTPS (secure HTTP) shows up in the address window near the top of the browser.
2. The browser will display a lock icon (usually in the lower-right corner of the browser) indicating a secure connection has been established.
3. The GeoTrust seal is shown beside the Express Tickets header image.
GeoTrust (www.geotrust.com) is the encryption certificate Empire Theatres uses on the website.
Q. I have my Booking Reference Number (from the Purchase Confirmation page or email) how do I pick up my tickets?
- To retrieve your ticket(s) at an Automated Box Office: Choose Language, select Pick Up Tickets, Then choose 'Pick up using Booking Reference', then Enter your Booking Reference Number.
- To retrieve your ticket(s) from an attendant. Present a printed copy of your Confirmation Purchase page or email at any open Box Office or Concessions station.
Q. Can I pay split my payment for online tickets onto multiple Interac, Credit or Gift Cards??
- All Empire Express Ticket purchases must be paid for in a single transaction on one card. If you would like to split your purchase between multiple cards, you can make multiple purchases online (for example purchasing two tickets separately) or visit your local Empire Theatres’ box office to do so in person.
If you have a question that is not answered on our site, please contact us using our online form or call 1-877-576-3171 between the hours of 7:30am - 12:00am M-F, Sat, Sun & Holiays 11:00am - 12:00am Eastern Time.
