FAQs

About General Information
About Buying Ticket / Festival Pass
About Ticket collection and delivery
Questions that may come across when buying tickets
About news/updates on screenings
Other enquiries

About General Information

Q: When will the 38th HKIFF be held?
A: The 38th HKIFF will run from 24 March to 7 April 2014.
Q: Ticket price of 38th HKIFF
A: See the list below:
3D Films HK$100
Opening Films HK$75
Ordinary, Weekend and Public Holiday Screenings at HK Cultural Centre / UA Langham / UA iSQUARE / The Grand Cinema HK$75
Ordinary, Weekend/ Public Holiday Screenings at HK Convention & Exhibition Centre (except Opening Film) / HK City Hall /
HK Science Museum / HK Space Museum / HK Arts Centre / UA Cityplaza / The Metroplex
HK$65
Weekday Matinee Screenings
(Mondays - Fridays [except public holidays] film code ends with “D”)
HK$45
Festive Metropolitans (Please read the relevant conditions) HK$800
Super Value Pass (Please read the relevant conditions) HK$3,000
VIP Pass (Please read the relevant conditions) HK$5,000
Q: What is film code?
A: It contains the information of when and where the screening will be shown:
27 KG 3 E1
Date Venue Month Time
D
Weekday Matinee Screening

KG: HONG KONG CULTURAL CENTRE GRAND THEATRE
CT: HONG KONG CITY HALL THEATRE
SM: HONG KONG SCIENCE MUSEUM LECTURE HALL
SP: HONG KONG SPACE MUSEUM LECTURE HALL
AC: ARTS CENTRE AGNES B. CINEMA
UC: UA CITYPLAZA
UL: UA LANGHAM PLACE
IS: UA iSQUARE
GC: THE GRAND CINEMA
MP: THE METROPLEX
HONG KONG CONVENTION AND EXHIBTION CENTRE LECTURE THEATRE 1*
*NO FILM CODE
Q: How can I know the Programme of the 38th HKIFF?
A: From February 27, you may either log on http://www.hkiff.org.hk, follow our news on Facebook, or download our mobile apps to access the entire public programme of 38th HKIFF. You may also get a booking folder from URBTIX Outlets, UA Cinema (Langham Place, Cityplaza, iSQUARE), The Grand Cinema, The Metroplex, Time Square, Langham Place, Harbour City, LCX, Hopewell Centre and E-Max (Limited Stocks).
Q: Why is there variation on ticket price among different venues?
A: Different venues have different screening facilities, and based on the agreement we made with the venues we have to comply with the ticket prices agreed with them.
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About Buying Ticket / Festival Pass

Q: How can I purchase tickets?
A: See the list below:
For All except HKCEC screenings
Online 1/3/2014 10:00AM – 10:00PM 13/3/2014 @ www.hkiff.org.hk
Cityline CS Hotline :  2314 4228 (10:00AM – 8:00PM, Mondays – Sundays)
URBTIX Booking From 14/3/2014, 10:00AM
2111 5999 (Daily, including public holidays 10:00AM - 8:00PM)
www.urbtix.hk
Sales counter at any URBTIX Outlets
Tickets of screenings at Hong Kong Convention and Exhibition Centre are available on HK Ticketing from 1 March 2014 onwards
31 288 288 (Daily, including public holidays 10:00AM - 8:00PM)
www.hkticketing.com
HK Ticketing Outlets
Q: Why can’t I buy tickets for screenings at HKCEC using Online Advance Booking?
A: As the screenings at HKCEC and online advance bookings are managed by two different ticketing systems, you cannot buy tickets for screenings at HKCEC when doing online advance booking. Instead, you may purchase tickets for HKCEC screenings at HK Ticketing outlets, phone booking and website, starting from 1 March 2014 10AM directly. Please refer to “HKIFF Screenings at HK Convention and Exhibition Centre” in the “Booking Guide” section of Booking folder, or go to Festival website (www.hkiff.org.hk) > “Tickets & Venues” > “Ticketing Information” > “Booking Guide”
Q: How do I book tickets through postal booking?
A: Starting from the 38th HKIFF, Postal Booking will be suspended. Customers may still purchase tickets through Online Advance Booking and URBTIX. Limited amount of tickets will be reserved for URBTIX Public Sales from 14 March.
Q: I can only buy my ticket at box office when the box office opens at a later date because you canceled postal advance booking this year. Can I still buy tickets if the online advance booking quota for these screenings is full?
A: Limited amount of tickets will be reserved for URBTIX Public Sales from 14 March to aid customers who cannot purchase their tickets during the online advance booking period. For screenings at HKCEC, counter booking is available from 1 March 2014 at HK Ticketing outlets, by phone and internet booking www.hkticketing.com.
Q: I currently reside outside of HK but I plan to travel to HK to attend the Festival. How do I reserve my tickets before I arrive?
A: You may place the order through respective ticketing systems via the festival website at www.hkiff.org.hk from 10:00AM of 1 March {GMT +8}. For more information, please visit Festival website www.hkiff.org.hk > “Tickets & Venues” > “Ticketing Information” > “Booking Guide.”
Q: Do I need to provide my proof of identity upon admission if I buy concessionary tickets?
A: Yes, please provide acceptable proof of identity upon admission.
Q: What kinds of discount are available to Cine Fan Privileges?
A: Valid Cine Fan privilege card holder can enjoy a 10% discount off of regular price ticket purchase during the online advance booking period (1 March 2014 10AM – 13 March 2014 10PM) when they book their tickets on www.hkiff.org.hk or at HK Ticketing website, phone booking or sales outlets (for HKCEC screenings only) (service charges applied).

After the online advance booking period (from 14 March 2014 10AM onwards), members can enjoy the discount offer at counter booking at URBTIX outlets and HK Ticketing website, phone booking or sales outlets (for HKCEC screenings only). Discount is not applicable for online purchase at URBTIX website and URBTIX telephone booking.
Q: How can I purchase VIP Pass, Super Value Pass and Festive Metropolitans?
A: How to order passes:

VIP Pass:

  • Online Advance Booking:Please purchase at www.hkiff.org.hk from 1 March 10am to 13 March 10pm#
  • Fax Order:Please fax the form to 2970 3011 from 1 March, 10am onwards *

Super Value Pass:

  • Online Advance Booking:Please purchase at www.hkiff.org.hk from 1 March 10am onwards#
  • Other Channels:From 14 March onwards: URBTIX Online Booking, Telephone Credit Card Booking and Counter Sales*

#Please upload your recent photo (max. size 2MB) to the booking system. Upon completion of the transaction, the customer will receive the Festival Pass by post in due course.
*Please collect your Pass from 14 March – 22 March at the HKIFF Society Office. You are requested to bring along a recent passport-sized photo for the issuance of Passes.

Festival Metropolitans:

  • Online Advance Booking:Please purchase at www.hkiff.org.hk from 1 March 10am to 13 March 10pm.

    Please submit basic information to the booking system. Upon completion of the transaction, customer will be notified by phone. Please bring along your identity proof to collect your Festive Metropolitans at The Metroplex from 22 March onwards.

  • Fax Order:Please fax the form to 2970 3011 from 1 March, 10am to 20 March, 10pm.

    Upon completion of the transaction, customer will be notified by phone. Please bring along the identity document to collect your Festive Metropolitans at The Metroplex from 22 March onwards.

Please refer to Festival website (www.hkiff.org.hk) > “Tickets & Venues” > “Ticketing Information” > “Booking Guide” section or “HKIFF Passes” page on booking folder for details.
Q: What is the difference between the VIP Pass, Super Value Pass and Festive Metropolitans?

A: VIP Pass

  • Admit to all screenings during Festival period (25 March – 7 April 2014), except all screenings on 24 March 2014.
  • Receive 2 tickets for Opening Film (24 March 2014) and 1 ticket for The Gala Premiere of The Quiet Revolution: 40 Years of ICAC Drama Series at HKCC on 26 March 2014
  • Receive priority admittance for all screenings* with one accompanying ticket holder or pass holder (except sold-out screenings).
  • Get one copy of both “The 38th HKIFF Catalogue” and “The Quiet Revolution: 40 years of ICAC Drama Series”
    *Please arrive at the venue and contact the staff 15 minutes before the show

Super Value Pass

  • Admit to all non-sold out screenings (from 25 March – 7 April 2014), except all screenings on 24 March 2014 and The Gala Premiere of The Quiet Revolution: 40 Years of ICAC Drama Series at HKCC on 26 March 2014.
  • Get one copy of “The 38h HKIFF Main Catalogue”

Festive Metropolitans

  • Admit to all screenings at The Metroplex only from 25 March 2014 – 7 April 2014, except any Galas & Gala Premiere screenings which will be held or shown at The Metroplex# and all additional screenings announced after the release of Programme & Booking Folder.

# “Galas & Gala Premiere screenings” include but not limited to Three Charmed Lives on 25 March and Blind Massage on 5 April.

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About Ticket collection and delivery

Q: How will you deliver the tickets to me?
A: Cityline provides registered post and courier service, Urbtix provides registered post only, and HK Ticketing provides courier service only. Surface mail is not available. You are required to pay 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 Cityline / URBTIX / HK Ticketing.
Cityline Hotline: 2314 4228 (Mon-Sun, incl. Public Holidays, 10:00am–8:00pm)
URBTIX Hotline: 3761 6661 (Mon-Sun, incl. Public Holidays, 10:00am–8:00pm)
HK Ticketing Hotline: 31 288 288 (Mon- Sun, 10:00am–8:00pm)
Q: Apart from mailing, is there other ways to retrieve my tickets?
A: Besides ticket mailing service, customers may choose to collect tickets at any of the Cityline’s Ticket Dispensing Machines or the sales counter at URBTIX Outlets (Please refer to “Ticket Collection Service” section of booking folder) with the credit card used for transaction starting from the second day after the transaction. For screenings at HKCEC, you may choose to collect tickets at any HK Ticketing outlets.
Q: I live outside of Hong Kong. How will you send the tickets to me? Can I designate a courier / mailing method?
A: For enquiries on ticket delivery, please contact Cityline / URBTIX / HK Ticketing.
Cityline Hotline: 2314 4228 (Mon-Sun, incl. Public Holidays, 10:00am–8:00pm) (Patrons from Mainland China may also choose to receive tickets by courier, with an additional charge of HK$60. Customer Service Hotline: (86) 400 678 0311)
URBTIX Hotline: 3761 6661 (Mon-Sun, incl. Public Holidays, 10:00am–8:00pm)
HK Ticketing Hotline: 31 288 288 (Mon- Sun, 10:00am–8:00pm)
HK Ticketing Hotline: 31 288 288 (Mon- Sun, 10:00am–8:00pm)
Besides ticket mailing service, customers may choose to collect tickets at any of the Cityline’s Ticket Dispensing Machines or the sales counter at URBTIX Outlets (Please refer to “Ticket Collection Service” section of booking folder) with the credit card used for transaction starting from the second day after the transaction. For screenings at HKCEC, you may choose to collect tickets at any HK Ticketing outlets.
Q: The flow for loss / non-receipt of tickets
A: If Cardholders do not receive tickets 7 working days after the transaction, please report to CityLine (Hong Kong) Limited at 2314 4228 or URBTIX Hotline: 3761 6661; for Cardholders choosing HKCEC screenings, they may call HK ticketing at 31 288 288 within office hour for assistance.
Q: How can customer get the ticket after reservation?
A: After the transaction is made online successfully, Cardmembers may choose to collect their tickets at any of the Cityline Ticket Dispensing Machines or the sales counter at URBTIX Outlets with the credit card used for transaction starting from the second day after the transaction, or to receive their tickets by registered post or courier (approx 5 working days, subject to additional mailing charge). For Cardmembers choosing HKCEC screenings, they may collect tickets at any HK Ticketing outlet or request courier delivery service (subject to an additional courier charge).
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Questions that may come across when buying tickets

Q: How many tickets can I order in each transaction?
A: Maximum of 4 tickets for each show and a maximum total of 40 tickets can be purchased in each transaction.
Q: How much is the service charge for online ticket purchase?
A: Handling fee for Cityline and URBTIX online ticket purchase is HK$7 per ticket, up to a maximum of HK$23 per order; the handling fee for online ticket purchase at Hong Kong Ticketing is HK$15 per ticket.
Q: What is “Verified By Visa”?
A: "Verified by Visa" is now available on Cityline website. If you are using a Visa card for payment, your issuing institution may verify your identity through "Verified by Visa".
You cannot complete the transaction if "Verified by Visa" fails to authenticate your identity. To avoid this, please visit Visa Website and contact your Visa card issuing institution to learn more about this new security feature.
Q: What is “MasterCard SecureCode Service”?
A: "MasterCard SecureCode Service" is now available on HK Ticketing website. If you are using a MasterCard for payment, your issuing institution may verify your identity through " MasterCard SecureCode Service". You cannot complete the transaction if " MasterCard SecureCode Service " fails to authenticate your identity. To avoid this, please visit MasterCard Website and contact your MasterCard issuing institution to learn more about this new security feature.
Q: Can I choose seats when buying Festival tickets?
A: All screenings offer free seating.
Q: What kinds of payment do you accept?
A: For Online Advance Booking: we accept VISA, MasterCard, AMEX and Diners Club.
URBTIX: we accept VISA, MasterCard, AMEX, Diners Club for purchase on URBTIX website. Cash, China Union Pay Card and the credit cards listed above are accepted at URBTIX outlets.
Screenings at HKCEC: HK ticketing accepts payment by VISA, MasterCard, AMEX and Cash (at outlets only).
Your credit card will be debited once the transaction is successful. All tickets sold are not refundable or exchangeable.
Q: Disabled seating and special needs bookings
A: Most of the venues have wheelchair access.

Hong Kong Ticketing: For screening in HKCEC, please contact Hong Kong Ticketing Customer Services Representative at (852) 2922 8285. (Office hours: 9am to 6 pm (Mon-Fri), 9am to 1pm (Sat).

Cityline: For other session that happens in other venues, ticket for wheelchair access is available for sale through Urbtix and contact detail is required. Most of the venue staffs will assist you to use this facility.
Q: If I encounter problems when buying tickets online, what should I do?
A: Please contact respective ticketing channel for assistance.

Cityline Hotline: 2314 4228 (Mon-Sun, incl. Public Holidays, 10:00am–8:00pm)
URBTIX Hotline: 3761 6661 (Mon-Sun, incl. Public Holidays, 10:00am–8:00pm)
HK Ticketing Hotline: 31 288 288 (Mon- Sun, 10:00am–8:00pm
Q: How‘s the refund process?
A: All the tickets sold are not refundable unless the film is newly classified as Category III, and refunds will be made to the ticket holder under 18 years of age who bought the tickets before the announcement.

Please refer to “Refund & Programme Changes” Section in “Booking Guide” for details
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About news/updates on screenings

Q: Where can I check the screening time and venue?
A: Please refer to Festival website (www.hkiff.org.hk) > “Films”>”Full Programme Listing” section or check the “Programme Diary” page of the booking folder.
Q: Where to check if the respective screening is full?
A: Patrons may check with URBTIX Ticketing Enquiry Hotline (Tel: 3761 6661) or through the ”Film”> “Programme Updates” > “Full House Screenings” section of the Festival website.
Q: How do I know is there any English and/ or Chinese subtitles available?
A: General Policy: Unless otherwise stated, all films (except English-speaking films) are subtitled in English. For screenings with Chinese subtitle, it will be indicated on the “Programme Diary” page on the booking folder and along the programme synopsis on the festival website.
Q: Where can I check if there is any change in screening time?
A: Any change in programme and schedule can be found in Festival website www.hkiff.org.hk > “Films” > “Programme Updates” section, or at the notice board of HKIFF’s screening venues and major ticketing outlets.
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Other enquiries

Q: Where are the tickets for free admission programs distributed (except Student Screenings)?
A: Tickets for free admission programs will be distributed at the screening venues 30min before the screening time on a first-come, first-served basis.
Q: Do I need to bring my own 3D glasses for 3D screenings?
A: Audiences are suggested to bring along their own 3D glasses or purchase a new pair at the cinema. (Except screening of 3D Naked Ambition on 30 March at UA iSquare, for which 3D glasses will be provided)
Q: If I have other enquiries, what should I do?
A: For enquiries on advance booking, please call Cityline at (+852) 2314 4228.

For enquiries on booking HKCEC screenings, please call HK ticketing at (+852) 31 288 288.

For enquiries related to URBTIX counter sales: please call URBTIX at (+852) 3761 6661.

For enquiries on the programme of the HKIFF, please send your questions to the HKIFF by email to ticketing@hkiff.org.hk. HKIFF staff will reply to your questions as soon as possible. During the office hours, Festival goers may also call (+852) 2970 3300 for assistance.
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