CINEAST 2021 HYBRID FESTIVAL - FREQUENTLY ASKED QUESTIONS
GENERAL QUESTIONS
How can I watch films at this year’s CinEast film festival?
You can watch CinEast films at our cinemas. Most of them will also be 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 all the festival venues apply the CovidCheck system, in full compliance with the official guidelines. More on CovidCheck.
Do I need to wear a mask at the cinema?
No. Under the CovidCheck system wearing masks is not compulsory inside festival venues, after CovidCheck verification at the entrance.
What is the capacity of the cinemas screening CinEast films?
Capacities in cinemas are still reduced. When purchasing your ticket(s), the system keeps one seat empty left and right, except for Salle Krieps in Neimënster where free seating applies and spectators are asked to keep this distancing measure on their own. Please follow the instructions of the festival staff.
TICKETING
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 are advised to buy your tickets online on cineast.eventive.org and select a screening you would like to attend in the CALENDAR. When buying for the first time, you will be asked to sign up by entering your name & surname, e-mail address and a password. You can also register using your Facebook account. Purchased tickets are sent to your email in the form of QR codes. When entering a cinema, you will be asked to present two QR codes (either on your phone, or print-outs): your ticket and your CovidCheck QR certificate.
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. The pass is only a unique digital 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) at cineast.eventive.org and show it in a digital or printed form at the entrance. Use your pass to buy multiple tickets if you come with a companion. You may lose your reservation in case of no show, 5 minute after screening started.
Do I have to reserve a ticket if I have a pass? How do I do this?
Yes, 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, you have to sit on the seat that was selected upon checkout and is marked on your e-ticket. The only exception is Salle Krieps in Neimenster, where free seating is applied. Also there you are kindly asked to leave an empty seat between you or your group and another person or group. 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 one free seat rule applied, the use of an online ticketing system and the dynamic seatmaps 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. 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! Please write to ticketing@cineast.lu if you need any assistance.
A screening seems to be ‘sold out’. What can I do to see the film?
Almost all films have a second or even a third screening (competition films) in physical venues, so please check the next physical screening available. Or, if you would prefer to watch the movie online, please go to our CinEast Online Cinema. Films that are also available online become available for viewing on the day after the first physical screening in one of the main venues in the city of Luxembourg (starting from 8AM). In case of the Cinémathèque, even though the passholders quota is reached, there might be some standalone tickets available on the Luxembourgticket website (not covered by the pass).
What if I arrive late?
Please come on time. Due to reduced capacity in the venues, the festival reserves the right to cancel your ticket and reallocate it in case the holder is not present 5 minutes after the scheduled screening time.
Can I buy a pass/ ticket for someone as a gift?
Yes! Cinema is meant to be 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 to.
COVIDCHECK SYSTEM
What kind of Covid protocols do you apply in venues?
The 2021 edition of CinEast film festival is held under the CovidCheck system. This means that, in order to attend CinEast’s events and screenings, besides your ticket(s), you will need to present your CovidCheck certificate (EU Digital COVID Certificate - EU DCC) in digital form (e.g. PDF on your mobile device) or in paper form. If you do not have the certificate, you will have a possibility to undergo a rapid test (please come 30 min earlier). Children under 6 years of age are exempt from performing an on-site self-test or presenting a COVID-19 test certificate.
For more information on the CovidCheck system go to https://covid19.public.lu/en/covidcheck.html
What documents should I prepare when coming to see a film or attend an event?
To attend the CinEast’s screenings and events you need to always carry your CovidCheck certificate (EU Digital COVID Certificate - EU DCC) in digital form (e.g. PDF on their mobile device) or in paper form and show it at the entrance. Our festival staff and volunteers will scan your QR code with the CovidCheck mobile application to verify the authenticity and validity of the certificates. Your vaccination certificate is not saved on this app. If you forget your certificate, please remember that you can always access it through your personal space on MyGuichet.lu
Can I come to a festival screening or event if I am not vaccinated?
If you do not have a CovidCheck certificate, you will be asked to do an on-site self-test. Please make sure to come 30 minutes before the start of the screening/event.
ONLINE CINEMA
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 (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 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. Free tools to verify the IP of your device are easy to find on the Internet - you may want to check it beforehand with your device and in the location in which you will be watching movies.
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 45 online programmes can be enjoyed also from the comfort and safety of your home.
When do the films become available online? Will they be available online during the whole festival?
As a rule, the films become available online one day after their first (physical) screening at one of the main venues in the city of Luxembourg, at 8 a.m. The availability varies depending on the number of allowed views and the pre-set date of the end of availability. This year, with a few exceptions, the films will be available until 7 November. You can see the availability windows of all films on the CinEast Online Cinema page cineast.eventive.org.
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, so you have three days to FINISH watching the film. This means that, once you have started to watch the film, you can stop and resume watching it the next day or the day after that, but you need to finish it within 72 hours - after that the screening 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 should 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 by email at ticketing@cineast.lu. We will do our best to respond to your query within 1 hour.
