Cityline - FAQ

First Time Users		Troubleshooting		Other Questions

First Time Users

1.	How to buy tickets?
	Ans: See System Requirements and Ticket Purchasing Procedures
2.	What browser do I need?
	Ans: The version of your browsers should be Internet Explorer 6.0 or FireFox 3.0 or above. To experience the advanced features, it is recommended to use the latest version available. Please remember to enable cookies and Javascript in your browser settings. For more information, see System Requirements.
3.	Are the seats available through this website the same as those at the box office?
	Ans: Yes. You can choose your favorite seats from our real-time booking system, same as buying your tickets from the box office.
4.	How do I select seats when purchasing movie tickets?
	Ans: You can select your favorite seats in consecutive order on the seating plan after you have chosen the movie, the cinema, and the show time.
5.	Any time-out limit for purchasing movie tickets through Internet?
	Ans: Yes. The Internet time-out limit is 2 minutes once you have chosen your seats and have been presented with the Transaction Preview pages (i.e. at the pages that are waiting for you to either confirm the ticket type or confirm the payment). If you do not confirm (the ticket type or the payment) within 2 minutes, your transaction will be aborted and your chosen seats will be released for other customers to choose. Moreover, after you login, if you leave the web browser idle for too long (e.g. more than 30 minutes), you will be asked to re-login when you start using it again for transaction. For purchasing movie tickets, there is also a daily ”no purchase period” between 1:00am and 6:29am to facilitate regular system maintenance.
6.	How do I select seats when purchasing event tickets? What is the difference between "Normal Purchase" and "Express Purchase"?
	Ans: After you select the event, performance date and time, you can select the price and the number of tickets. ”Express Purchase” ensures you get the best seats chosen by the computer. ”Normal Purchase” enables you to select your own favorite seats, while the computer displays the best seating zone for your reference. For some events, the presenter may offer only the ”Express Purchase” function.
7.	Any time-out limit for purchasing event tickets through Internet?
	Ans: Yes. The Internet shopping time limit is 20 minutes for each login. There is also a daily ”no purchase period” between 5:45am and 6:00am to facilitate data refresh. Users logged in during this period could only browse the website, and must login again from 6:00am onwards for ticket purchase.
8.	How many tickets can I purchase in each transaction?
	Ans: When purchasing movie tickets, each purchase is limited to a maximum of 9 tickets; and each credit card can only purchase a maximum of 12 tickets within 3 days. For event tickets, unless otherwise announced, each purchase of event tickets is limited to a maximum of 40 tickets. Cityline and/or the event’s organizer/presenter may in respect of popular events impose restriction on the maximum number of tickets (for example, 10 tickets) that can be purchased in each transaction on the first day of counter booking for that popular event.
9.	What is the definition of "Latest Event"?
	Ans: “Latest Event” lists the events on their first counter sales day. This list is prepared to facilitate event searching by customers, and will be updated each day.
10.	What about service charges?
	Ans: Please click here to see a list of current service charges for Cityline’s ticketing services. Cityline reserves the right to change the service charges without prior notice. All service charges collected are non-refundable.
11.	Is your site secure?
	Ans: Yes, our online booking system utilizes Secure Sockets Layer, the most widely used encryption technology available today for secure e-commerce transactions. You can see a symbol of lock at the bottom of your browser window in the key secured webpages, e.g. the registration page, the login page, and the pages for transaction. For more information, please see our Security and Privacy.
12.	What forms of payment do you accept?
	Ans: We accept VISA, MasterCard, American Express and Diners Club credit cards for online payment (subject to specific terms and conditions specified for each event). Your credit card account will be charged after you have confirmed the order. When purchasing movie tickets or some specific events, other payment methods may also be available (such as online PPS payment). All tickets sold are non-refundable and non-exchangeable.
13.	How to buy tickets by using PPS online payment?
	Ans: 1. You need to first apply for a PPS account, for application information please refer to PPS website http://www.ppshk.com. 2. To purchase tickets, select the movie, cinema and show time of your choice, select ”PPS payment” in the preview page. 3. Input your PPS account and password at the secured PPS form, and then click the ”Confirm” button. 4. After your payment is processed on PPS website, please wait for final Confirmation on Cityline website. 5. Confirmation page includes transaction information like the show and the tickets, PPS ISN (which is the PPS reference number) is also shown. Note: PPS online payment is currently applicable to ALL movie tickets of UA Cinemas. Please stay tuned in Cityline website for the latest updates.
14.	How do you handle the information I registered on this site?
	Ans: All personal information submitted will be kept confidential and will not be shared with any third parties. For more information, please see our Security and Privacy.
15.	How would the tickets be delivered or collected?
	Ans: Tickets will be delivered or collected in accordance with the specific ticket delivery / collection options available for the individual event, venue, or cinema. For example, for purchasing movie tickets (and tickets of some specified events as well) using credit card, you can collect the tickets by swiping your credit card (the one used for the transaction) at one of the Cityline’s ticket dispensing machines (at no extra charge). If online PPS payment is used, you can collect the tickets by swiping your ATM card (the one associated with the PPS account) at one of the Cityline’s ticket dispensing machines (also at no extra charge). Please click here to see a list of the current locations of Cityline’s ticket dispensing machines. Alternatively, for some specified events, you can collect the tickets at any Cityline’s ticketing outlets by presenting either your credit card or your ATM card (depending on whether credit card payment or PPS payment is used), at no extra charge. Please click here to see a list of all Cityline’s ticketing outlets and their locations For delivery of tickets, the tickets will be mailed to your postal address according to the mailing options chosen by you. Tickets will usually be mailed out by the next working day. Please check the specific terms and conditions for the event to understand all the ticket delivery / collection options available for the event.
16.	If I don't pick up the tickets, will I be charged?
	Ans: Yes, your credit card account or PPS account (depending on which payment method you used) was charged at once when you made your transaction.
17.	Why is there a cutoff date for the ticket delivery service? Can I book event tickets after the cutoff date?
	Ans: As mailing of tickets takes time, the ticket delivery service will be available up to a certain number of days prior to the performance day (usually it is 7 days before the performance day). Please refer to the specific terms of each event for the cutoff date of the ticket delivery service. If the event allows you to collect the tickets through Cityline’s ticket dispensing machines or Cityline’s ticketing outlets, the Internet and telephone booking services will continue be available up to the performance day. In any case, you may still buy tickets at the box office of the performing venue or at any Cityline’s ticketing outlets. Please click here to see a list of all Cityline’s ticketing outlets and their locations.
18.	When purchasing event tickets, why is it necessary to collect contact information for wheelchair seat patron?
	Ans: Contact information of wheelchair seat patrons will be collected at the time of ticket purchase for the performance venue to follow-up on admission arrangement.
19.	What kind of benefits can I enjoy if I am a BEA Credit Cardholder?
	Ans: BEA Credit Cardholders and holders of affinity / co-branded cards issued by BEA can enjoy an exclusive 10% discount all year round when purchasing UA movie tickets. What’s more, eligible cardholders can also enjoy a waiver of Cityline’s service charge with 2,000 Bonus Points per ticket. Click here for details.