Practical

CINEAST 2023 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 partner cinemas. Many of them will also be available via our CinEast Online Cinema at cineast.eventive.org. 

Are COVID-19-related restrictions still applicable in cinemas?

Cinemas in Luxembourg are no longer subject to specific rules related to COVID-19. 

TICKETING

When can I buy tickets?

Tickets for the screenings will be available online starting from 23 of September 2023. Tickets and passes are available online: cineast.eventive.org. 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 your ticket - QR code (either on your phone, or print-outs).

What is a festival pass? How does it work?

A festival pass gives you access to 10 screenings, physical and online, 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 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. Please remember that in case of sold-out screenings we reserve the right to cancel your ticket in case of no show, 5 minutes after the scheduled screening time.   

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 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?

Free seating will be a general rule in all our venues (incl. Neimënster, Ciné Utopia, Kinepolis Kirchberg, Cinematheque).

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 in physical venues, so please check the next physical screening available. 

*For screenings at the Cinémathèque, even though the passholders quota is reached, there might be some single tickets available on the Luxembourgticket website (not covered by the pass).

A part of the films is also available online on our CinEast Online Cinema. The online cinema films become available for viewing at 8 a.m. on the day following their first physical screening. 

What if I arrive late?

Please come on time. In case of a sold-out 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! It is now possible to give someone a ticket and pass as a gift and share with them the magic 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 use one of the credits associated with your pass to purchase a ticket for a friend.

COVID PROTOCOLS

What kind of Covid protocols do you apply in venues?

Currently there are no specific Covid protocols nor restrictions in place for public events in Luxembourg. All the rooms operate at their full capacity.

Can I come to a festival screening or event if I am not vaccinated? 

Yes, currently it is possible in Luxembourg to attend cultural events without the necessity to be vaccinated.

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 a ticket to a physical screening in order to get a seat. The same applies for online screenings available at CinEast Online Cinema. With the exception of short films programmes (free), the price for an online screening is 6.5 EUR. The purchase of one online ticket gives you access to one of CinEast’s films. 

You can also buy a festival pass that gives you access to 10 screenings (any combination of physical and online) for 40 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 only.

Are all the films screened at cinemas also available through the CinEast Online Cinema?

Many of the films screened at cinemas are also available online. Please check the programme on the CinEast Online Cinema page. 

When do the films become available online? Will they be available online during the whole festival?

As a rule, the films become available online at 8 a.m on the day following their first physical screening at one of the major venues in the city of Luxembourg. The availability varies depending on the number of allowed views and the pre-set availability end date. This year, with a few exceptions, the films will be available until 5 November. You can see the availability windows of all films on the CinEast Online Cinema page. 

How much time do I have to watch a film?

As a rule, you have 3 days (72h) to START watching the film after it is “unlocked” and 3 days (72h) to FINISH watching.

When is a film unlocked? 

There are two specific cases:

• If the film is already available online when you order your ticket, this is the moment the film is unlocked. You have 72 hours to start watching, i.e. to click the Watch Now button. 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.

• If the film is not yet available for online viewing when you pre-order your ticket, the screening is unlocked when the film goes online. You will receive an email notification when it happens. You then have 72 hours to press the Watch Now button. 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.

How much time do I have to watch a film that I unlock on the last day of availability?

You have to make sure that you start watching before the availability ends. For example, if the film's availability window ends at 11:45 pm, you have to click Watch Now before it expires, e.g. at 11:35 pm. You then have 72 hours to finish watching. You can access the film from the order confirmation email and simply resume watching.

An online 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 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. 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 as quickly as possible.

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