/ Ticketing / FAQs
/ Ticketing / FAQs
FAQs
1. How can I collect the tickets I have purchased?
You can choose to collect your pre-paid tickets by mail or courier delivery; or collect from Cityline Ticket Dispensing Machines / URBTIX Sales Counters; HK TICKETING Authorised Agents or Box Offices from 3 March 2018. Tickets booked within 10 days of the performance can only be collected from Cityline Ticket Dispensing Machines / URBTIX Sales Counters or HK TICKETING Authorised Agents or Box Offices. Please present the credit card you used for the booking for verification and collection of your pre-paid tickets. For bookings by China UnionPay Online payment, please use the automatically generated claim ID and your user-defined password to collect your pre-paid tickets from Cityline Ticket Dispensing Machines.

2. How will you deliver the tickets to me?
URBTIX and HK Ticketing provide registered post and courier service. Surface mail is not available. You are required to pay an extra service fee if you choose to receive your tickets via registered post or courier. Customers must bear the risk associated with mailing, and tickets that are lost or non-delivered due to wrong postal address will not be re-issued. For more information on mailing charges, please contact URBTIX and HK TICKETING.
URBTIX Hotline: (+852) 3761 6661 (10:00–20:00, Mon-Sun, incl. Public Holidays)
HK TICKETING Hotline: (+852) 2922-8288 (09:00-18:00, Mon-Fri.)

3. How long does it take to deliver my tickets?
Tickets will be delivered to your aforesaid address within 10 working days according to the day you have made the purchase transaction.

4. Whom can I reach for help if I have not received any tickets yet before the screenings?
If cardholders do not receive tickets 7 working days after the transaction, please report to URBTIX Hotline: (+852) 3761 6661 or HK TICKETING hotline: (+852)2922 8288 for assistance.

5. Where are the Ticket Dispensing Machines located?
Please visit http://www.hkiff.org.hk/film/ticketInfo for details.

6. Is there a time limit if tickets are to be retrieved at Ticket Dispensing Machines or box office?
If tickets are purchased online or by telephone, you may retrieve your tickets at any Cityline Ticket Dispensing Machines, URBTIX Outlets or HK TICKETING Box Offices / Authorised Agent with the credit card you used for the transaction on or after 3 March 2018. Ticket collection service is available until 30 minutes after the programme started. Note: URBTIX Outlets, Cityline Ticket Dispensing Machines or HK TICKETING Box Offices / Authorised Agent is NOT available at The Grand Cinema, The Metroplex, Festival Grand Cinema, Grand Kornhill Cinema, the sky and Jockey Auditorium Club, The Hong Kong Poly University. Please collect your tickets from Cityline Ticket Dispensing Machines or at the sales counter at any of the URBTIX Outlets or HK TICKETING Box Offices / Authorised Agent BEFORE going to these screening venues.

7. What can I do if I haven’t collected my tickets? Am I still admitted to the screenings? / I forgot to bring the credit card used for the transaction to the screening venue. What should I do to collect the tickets I bought?
Please inform the staff at the screening venue and present the exact credit card you have used for purchasing the tickets to the venue staff. The staff will check your purchasing record. After confirmation of your transaction record, you are allowed to watch the screening.

8. Can I get another ticket if there is a mail loss?
HKIFFS is not responsible for any lost ticket. Tickets cannot be re-issued if posted wrongly, lost, stolen or damaged.

9. When I lost my ticket two years ago, you were able to make arrangement for me to go to screenings I have purchased. Why can’t you do this for me this year?
To ensure timely and accurate ticket delivery, we only sent tickets through registered mail and courier service. As all the screenings are free seating, we cannot screen out people who use your lost ticket to the screening. In order to ensure enough seating for ticket holders, from 38th HKIFF onward, the society will not reissue any ticket that is posted wrongly, lost, stolen or destroyed. If you lost your ticket, you must purchase a new ticket in order to attend the screening.
Please keep your tickets safe and treat it like cash. Put your tickets away from direct heat, sunlight, and moisture. Please be aware, our tickets are printed on heat-sensitive paper. Any contact with higher temperatures will cause the ticket to darken or turn black, do not store your tickets near or on hot surfaces. Do not attempt to laminate tickets.

10. I live outside Hong Kong. How will you send the tickets to me? Can I designate a courier/mailing method?
For enquiries on ticket delivery, please contact URBTIX hotline: (+852) 3761 6661 or HK TICKETING hotline: (+852) 2922 8288 for further details and assistance.
You can also choose to collect your pre-paid tickets from Cityline Ticket Dispensing Machines or at the sales counter at any of the URBTIX Outlets or HK TICKETING Box Offices / Authorised Agent with the credit card used for online booking.

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