CINEAST 2020 HYBRID FESTIVAL - FREQUENTLY ASKED QUESTIONS
How can I see films at this year’s CinEast film festival?
You can watch CinEast films at one of our cinemas (with reduced capacity). As a novelty this year, most of them will be also available via our CinEast Online Cinema at cineast.eventive.org.
Is it safe to go to see a film at a cinema?
In response to the COVID-19 pandemic, the cinema venues screening CinEast films strictly respect all the applicable sanitary regulations. Be aware that each venue applies its own rules, which are in full compliance with the official guidelines.
Do I need to wear a mask at the cinema?
No. Wearing masks is not compulsory in cinemas in Luxembourg, once you are seated on your assigned seat. Instead, the capacity of each venue is reduced to ensure that the required safe distance and other necessary measures (ventilation, disinfection etc.) are respected.
What is the capacity of the cinemas screening CinEast films?
Capacities in cinemas are substantially reduced and they change depending on the number of tickets bought for one, two or more persons that come to a screening. Every 2nd row is left empty (in some cinemas it is two rows) and, when purchasing tickets, the system keeps three to four seats empty left and right, in accordance with the current regulations. It is compulsory to sit on the seat that was assigned to you.
When can I buy tickets?
Tickets for the screenings will be available online starting from 1 October. Tickets and passes (hybrid pass & online pass) are available online: cineast.eventive.org. Limited capacities! To be sure to get a ticket, we recommend reserving well in advance.
How can I buy a ticket for a CinEast physical or online screening?
You need to buy your tickets online. Click on the buttons on the festival page or go directly to the CinEast festival ticketing page: cineast.eventive.org and select a screening you would like to attend in the CALENDAR. Upon checkout, if you are not a registered user, you will be asked to sign up by entering your name & surname, e-mail address and a password. You can also register via your Facebook account.
Once you are registered and have indicated a valid payment method (credit card), next time you can simply login and easily order tickets for both physical and online screenings using the ‘Calendar’ function that allows you to see all screenings of the Festival. Please bear in mind that all ticketing is performed through our online platform.
You can buy individual tickets, a hybrid pass (5 physical & 5 online screenings, 30 EUR) or an online pass (5 online screenings, 20 EUR).
What is a ‘hybrid pass’? How does it work?
A hybrid pass gives you access to 5 physical screenings (in cinemas) and 5 online screenings at a reduced price. This year, the pass is only a digital unique item, purchased online & sent to you by email. Please note that even if you buy the pass, you still need to pre-order a zero ticket for each screening (physical or online) through the CinEast online ticketing platform cineast.eventive.org. In cinemas, you can enter screenings by showing your e-ticket or print@home to our volunteers. Access with your hybrid pass only - without your zero ticket pre-ordered online - is not possible. This is due to the need to assign seats beforehand in accordance with COVID-19 restrictions.
Do I have to reserve a ticket if I have a pass? How do I do this?
Yes, this year due to the COVID-19 restrictions and the reduced capacities of our venues, everyone with a pass must also pre-order a zero ticket online (via cineast.eventive.org). The same applies to accreditation holders: staff, volunteers, press, professionals, etc. Everyone needs to pre-order a seat in advance and this has to be done online at cineast.eventive.org.
Once you have registered in the system, you can do this by clicking on ‘Quick Order’ on the ticketing button next to the event you would like to attend. All screenings are subject to availability and we cannot guarantee a seat unless a ticket is reserved in advance.
Can I sit wherever I want in the cinema?
No. Due to the measures in response to the COVID-19 pandemic, you will always have to sit on the seat that you have chosen upon check-out and which was assigned to you (the seat number is on your e-ticket). Free seating is not possible this year.
If you would like to sit together with someone else, you need to book tickets together. Only group purchases will be recognised for group seatings. Otherwise, the system will automatically create a safe empty space around your seat. See also the next question.
How can I make sure that I will be able to sit together with a companion/s?
BUY TOGETHER, SIT TOGETHER. Or, RESERVE TOGETHER, SIT TOGETHER.
Due to the COVID-19 restrictions, the use of an online ticketing system and the dynamic seat maps at our venues, the only way to make sure that you will have seats together (in two or in a group) is to purchase or pre-order all tickets at once, in a single purchasing operation.
If you have a pass and you need to make a combined group purchase (passholders / non-passholders), you can do so in the following way: you pre-order tickets for you and your companion(s) using your hybrid pass. When reserving a seat as a passholder, you cannot combine pre-ordering a zero ticket through your hybrid pass and a regular single ticket purchase in a single operation. But, this is why this year we have opened the pass so you are able to share the joy of cinema together with a person of your choice.
Can I cancel a ticket and get reimbursed?
As a rule, cancellations are not possible and purchased tickets cannot be reimbursed. Our advice is to make your festival plans well in advance and reserve your ticket/s only for those screenings that you wish and are sure to attend. The capacities of the venues are very limited. Otherwise, you are preventing someone else from taking the seat. However, we allow for “ticket transferring”, so if you have a change of plans, your ticket doesn’t have to be wasted. You can transfer it to a person of your choice by indicating their e-mail address in your ‘My tickets’ section (top right) to which your ticket will arrive. This way, everyone is happy!
A screening seems to be ‘sold out’. What can I do to see the film?
All films this year get a second or even a third screening in physical venues, so please check the next physical screening available. Or, if you would prefer to watch the movie online, please check our CinEast Online Cinema where the films that are also available online become available for viewing one day after the first physical screening in one of the main venues (starting from 8AM).
What if I arrive late?
Please come on time. Due to reduced capacity in the venues this year, the festival reserves the right to cancel your ticket and reallocate it in case the holder is not present 5 min after the scheduled screening time.
Can I buy a pass/ ticket for someone as a gift?
Yes! Cinema is a social experience and we would love to offer you a chance to buy someone a pass/ticket for physical or online screening as a gift. Or to give someone a pass as a gift and share with them the wanderlust of cinema. You can do this on cineast.eventive.org, when you make a regular purchase by indicating in the purchase window ‘give as a gift’. Another option is to transfer one of the voucher tickets/credits associated with your pass, to someone whom you would like to give a free ticket.
Do I need to buy/reserve a ticket for the online screenings available at the CinEast Online Cinema? Are they for free or do I have to pay?
All spectators must pre-order screenings in order to get a seat. The same goes for online screenings available at CinEast’s Online Cinema. With the exception of short films programmes and a few selected features which are available for free, the price for an online screening is 5 EUR. The purchase of one online ticket gives you and all your family access to one of CinEast’s films. You can also buy an online pass that gives you access to 5 screenings for 20 EUR. Make sure you pre-order your ticket on cineast.eventive.org well in advance, as the tickets for online screenings are also subject to availability. When the maximum number of total views of a selected film has been reached, the film will not be available anymore.
Can I watch the films available in the CinEast Online Cinema if I live outside of Luxembourg?
No. To be able to watch our online screenings, you need to access the platform from a Luxembourgish IP address. The CinEast Online Cinema is available for the Grand Duchy’s residents - no matter whether you live in the capital, Esch-sur-Alzette, Diekirch or Weiswampach. If you cannot make it to the 2nd physical screening because, for example, your last train leaves too early, this gives you an option! You can visit our online cinema at cineast.eventive.org.
Are all the films screened at cinemas also available through the CinEast Online Cinema?
Most of the films screened at cinemas are also available online through cineast.eventive.org. Some 40 online programmes can be enjoyed also from the comfort and safety of your home. As a rule, the films become available online one day after their first (physical) screening.
When do the films become available online? Will they be available online during the whole festival (8-25 October)?
The films that are also available online can be viewed at the CinEast Online Cinema starting from the day after their 1st physical screening at one of the main venues in the city of Luxembourg. You can see the availability windows of all films on the CinEast Online Cinema page cineast.eventive.org. The availability varies depending on the number of allowed views and the pre-set date of the end of availability. You can stop and resume watching your film on the next day, but you need to finish it withing 72 hours - after that the film becomes unavailable.
How much time do I have to watch a film?
The “unlock” window for CinEast films available on cineast.eventive.org is 3 days. That means that you have three days to START watching the film after unlocking it. The “watch” window for these films is also active for 3 days. This means that you have three days to FINISH watching the film. You can stop and resume watching your film on the next day, but you need to finish it within 72 hours - after that the film becomes unavailable.
A screening seems to be ‘sold out’. Is there a limit to the online viewings too?
Yes. The CinEast Online Cinema functions as a physical cinema. Its capacity is also limited. Once the total number of views allowed at the online cinema system is reached, the film will no longer be available.
I have a technical problem - the film is not loading. What do I do?
If you have a problem loading the film, the first thing to do is to check your internet connection. If your connection is slow or unstable, it may cause problems and affect your viewing experience. Please contact your internet provider if you have connection problems.
I can’t find the answer to my question here and/or I need additional support?
In case of a technical problem, please contact the Eventive team through the ‘Need Help’ button in the upper right corner of the CinEast Online Cinema. There you also get access to FAQ covering the use of the Eventive platform (https://watch.eventive.org/help). If you need further assistance, you can launch the live chat support function with the Eventive team.
To ask a more general question about using the CinEast Online Cinema or the online ticketing system via cineast.eventive.org, please contact the CinEast team over Messenger on our CinEast Facebook page or via firstname.lastname@example.org. We will do our best to respond to your query within 1 hour.