The Luna Cinema | FAQs

How will I get my tickets?

If you have booked a ticket via our website, you will receive an order confirmation email from customerrelations@forestryengland.uk with your ticket(s) attached. Please download and present your pdf ticket(s) on arrival at the event so that we can scan the barcode, or alternatively print out the pdf attached to the email. 

We do recommend either printing your tickets in advance, or arriving with the pdf already loaded on your phone, just in case you are unable to access them on your smartphone. Please note, due to the remote locations of some of our forests, a reliable 4G mobile connection is not always guaranteed on-site. 

I bought tickets from Forestry England but have not received a confirmation email. What should I do?

Please check your Junk / Spam folders as sometimes the confirmation email falls into these folders. If you still have not received your confirmation email, you can log into your account here to re-print your confirmation email and e-tickets, or for further assistance contact customerrelations@forestryengland.uk

I've got a question about my ticket that I can't find the answer to?

If your question is about your ticket for one of our events and you booked with Forestry England, please contact customerrelations@forestryengland.uk. If it’s a general question about the event then we are always happy to help!

Are there toilet facilities?

There will be toilet facilities available onsite, all our venues have accessible toilet facilities. 

Can I bring something to sit on?

Yes, you are welcome to bring backrests, chairs, or blankets to watch the film. If you prefer to travel light, we have blankets and various seating upgrades available to hire or buy, all of which can be purchased onsite subject to availability.

Please note, we do not allow tables or gazebos to be brought into the event site.   

What happens if it rains?

The event will always go ahead in the event of bad weather so make sure to check the weather forecast in advance and come well prepared. We do ask that you don’t bring umbrellas as they block the view for other customers.  

Screenings will only be cancelled if the weather conditions present a danger at screening time. In the unlikely event that a screening is cancelled, we will always try to give as much notice as possible and visitors will be notified of cancellation via email.  

Can I bring my dog to the screening?

We know it can be tough to leave those cute furry faces behind, but we do not permit dogs at our events – with the exception of registered assistance dogs. 

When can I arrive at the Screening?

For the majority of our screenings, doors open an hour and a half before the scheduled start time, to give you time to settle in, grab a drink and a snack, and soak up the ambience.  Please check your ticket to confirm the doors open time for your specific screening. 

Security checks and bag searches will be conducted prior to your entrance into the event site so please allow additional time. Please note that any prohibited items will be confiscated at point of entry – this includes alcohol. To speed up the process, we strongly advise that you minimise the number of items you bring with you.  

Will there be food and drink?

A selection of delicious food and drink will be available for you to enjoy at the concession stands onsite. If you’ve settled in and don’t fancy going over and queuing up, you can order online from your seat in the arena, and we’ll text you to let you know when it’s ready for you to pop over and collect.  

We do our very best to make sure that our concession stands have vegetarian and gluten-free options available, but if you have specific dietary requirements, it may be advisable to pack a little something from home just in case what’s available at the event isn’t suitable. 

There will be a full bar at the event, serving a selection of alcoholic and non-alcoholic beverages, as well as hot drinks for those of you in need of a cuppa! The bar also sells a range of classic cinema snacks. 

The Luna Bar operates a Challenge 25 policy, if you are lucky enough to look under 25 you will be asked for ID. If you are unable to provide ID service will be refused and a refund will be issued. 

Any alcoholic drinks purchased on site must be consumed before you leave the site. 

Can I bring my own food and drink?

You can bring picnics with you to our venues. In addition, there will be a bar and hot food for sale on site. 

Please note that licensing conditions mean that we are unable to permit customers to bring alcohol into the venue, so remember not to pack any as part of your picnic, or it will be confiscated at point of entry. Not to worry though, our bar serves a selection of alcoholic beverages.  

Please note that no glass of any kind is allowed onto any of our sites, including bottles.  

Can I bring children?

We screen a range of films, and love to see children experiencing the joy of cinema. However, they do have to meet the film’s age-certification requirements.   

Any child under the age of 16 must be accompanied by an adult. Valid photographic ID will be required at ticket check for any patron we believe to be under the age certification of the film. The following ID can be used as proof of age: current Passport, current UK Driver’s License or Provisional License, VALIDATE UK, CitizenCard.  

Children under the age of 3 can attend for free, children aged 3 or over will need a valid ticket. Our child ticket covers ages 3-15. The following ID can be used as proof of age: current Passport or VALIDATE UK, CitizenCard.  

Is there wheelchair access?

Yes, all our sites have wheelchair access. Please let us know if you require any additional support and our on-site staff members will be more than happy to help.  

Will there be subtitles?

Where we show foreign language films we will always display subtitles in English. 

For hearing-impaired customers, we recommend the use of a great little app called “Sub”. 

Am I eligible for a free personal assistant ticket?

Where an adult or child requires assistance to attend the Luna Cinema because of a health condition or disability and is in receipt of any of the following benefits, they will qualify for a free personal assistant ticket:

  • Disability Living Allowance (mobility or care component);
  • Attendance Allowance;
  • Personal Independence Payment (daily living or mobility component). 

Unfortunately, a Blue Badge cannot be accepted as proof of a health condition or disability. Personal assistants should be 16+.

I need more than one personal assistant, what should I do?

If you require more than one personal assistant, please email customerrelations@forestryengland.uk. You will need your Booking Reference Number at hand.

Will there be filming and photography?

Yes, filming and photography may be in progress at Luna screenings. By entering the event you consent to being filmed or photographed. All official photographers and film crew will have identification.  

Can I smoke at the event?

Smoking and vaping are not permitted inside the arena. If you wish to smoke or vape, please speak to one of our on-site team who will allow you to leave the site and readmit you when you are finished. Please dispose of your rubbish responsibly.