Odeon Cinema Complaints 0844 220 4075

Complaints: 0844 220 4075

Odeon is the go-to brand in the world of UK Cinema, with thousands of screens across the country. If you’ve had a bad experience at one of their theatres, and want to make a complaint, you can follow the simple steps outlined below

What You’ll Need

There’s little you need to complain with Odeon – other than a reason to do so. But, we recommend having this information together before you make your complaints, just to be on the safe side:

  • Your movie ticket or purchase information
  • Cinema details and location
  • A description of the complaint you’re making

To Complain By Phone

Although cinema call lines get a bad reputation for being automated and tricky, Odeon’s is actually pretty easy to use. We’d recommend the telephone as your first port of call the number is 0844 220 4075

To Complain Online

If you’d rather bypass calling Odeon, and write your complaint instead – you can do so by filling out this contact form.

Feedback Score
1.5/5 (26)

Please Rate Your Call Experience

  • 27 CommentsLeave a comment

    • Went to Odeon Uxbridge on Saturday, 16th June. Sat down to watch the film, and to my horror, a container of nachos complete with all the sauces left on the seat. My clothes were covered in salsa sauce. I complained to the staff, who took my telephone number and assured me that someone will contact me on Monday. I am still waiting to hear from them. I also wrote about the incident on Odeon website – no response!!! Really disappointed.

    • Someone has already made this comment – why is there no direct telephone number for each Cinema so that a query can be dealt with immediately? It really should be possible to contact someone if someone was taken ill at home or a wallet, purse was lost, an earring or similar. At the moment, it would mean a special return journey to sort out the problem. Not ideal on several levels. Online is difficult if one does not own or have access to a computer. Not customer friendly, is it – at the moment?
      I am on this page because I have a complaint after my visit to the Odeon cinema in Leisure world, Southampton this afternoon with two of my lovely Grand- children age 14 years and 7 years. I have a Limitless card and a CEA one for Disability and so the elder one’s seat is free as my Carer. I was charged for two children when I should have only been charged for one and there was no ticket for my Limitless card. Three bags of sweets (now, that is another complaint – what costs £1 in a shop costs £3.49 in the cinema) and one child’s seat cost me £20. 99p. I did remark to the young lady who served me that that seemed too much but she took no notice and as it was time for the film to start, did not pursue it. I go to this cinema often and I must say that this is the first thing I have had to complain about. All of the staff are wonderful. Could not fault them at all, nothing is too much trouble.

    • There is a tap in the ladies toilet in the Derby city odeon that is broken and has been continuously running for months.

      Please fix! What a horrendous waste of water. I cannot believe that it hasn’t already been reported by the staff there.

    • I decided to bring my 4 year old son to the cinema to see frozen on the 25th of November to the kids club showing . . The advertisement online said they would be given free Lego . When the movie has ended everyone was quing up to receieve the free lego. When we evenetualy got to the lady whonwas handing it out she said said Lego could only be given to 5 year olds. I understand fully the reasoning for not giving it to children under the age that is recommended for. Everyother child walked away with a free gift where as my son got really upset and had to walk away with nothing ! I was very dissapoented as there should have been alternatives for younger children. This has most definitely put me off returning back to kids club when advertising toys as free gifts.

      Marie Sargent

    • On Sunday morning I visited the Odeon cinema in Salisbury to see the Emoji movie with my son Charlie as a treat for learning his times tables. The evening before I checked the prices and your website listed a family ticket at approximately £9.75 (definitely under £10) for this particular showing. This is why I agreed to take Charlie to see this film at 11.30am rather than the kids showing at 10am which would have been £3.25 each – I thought ”its only an extra £3 and it is his treat so let him chose the film”. I foolishly didn’t then buy the £9.75 family ticket for the film as I knew the film had been out a while and there would be space so felt I would just get the tickets on the door. 

      When we then arrived on Sunday to buy the tickets I was informed that I would have to pay £20.50 for myself and my son to see the same film at the same time as a full child and adult price and that we could not have the advertised family ticket at £9.75 – I was shocked and very disappointed. At no point on the website did it mention this. I was told by Odeon staff that the website had glitches and they had known of this problem before. At this point, whilst I was telling a member of staff how disappointed I was that I now had to pay double, another customer went past, and overhearing us said ”yeah I just had to pay £8.75 for a child’s ticket advertised as £5.60 on the website”!!! Shocking. 

      Not only am I annoyed that your website advertises one price and then you there is a completely different price on the door but this is obviously effecting and annoying many customers – not just me. This was also a rubbish start to the treat for my son – so so disappointing on a morning we had been looking forward to. As our only local cinema we have no choice but to go to the Salisbury cinema and I felt awful that your staff have to deal with this problem again and again – I f I did have choice I wouldn’t want to go back to Odeon after this! 

    • Decided to take my daughter at the last minute to the cinema, I work long hours and time together is at a premium. Booked two premium seats via my smartphone and went for a meal before hand. Collected tickets no problem, bought the over priced extras as normal and went to go in. We were refused entry as my seventeen year old daughter had no ID to prove she was over the age of 12. I understand that you have guidelines that your staff have to follow but insisting that she brings a passport to see a film with here father is over doing it. She is a very grown up individual and looks far older than 12. Also not taking my word that she is of the correct age is somewhat insulting to me.
      The evening was soured by the whole event and will probably no enter an Odeon cinema again with the same feeling.
      I have checked the online booking and it does have a disclaimer saying that proof of age may be required but at no point of booking does it give the certification of the film booked.

    • I was absolutely disgusted, went to metro centre odeon with my daughter who is 15 to watch a 15 film, was very rudely spoken to by the ticket collector telling me my daughter was not 15 but was 14, I think I know how old my own daughter is and he said no I’m not letting you in she’s only 14 and you could just be saying that, I was absolutely mortified as there was a queue behind me, made me feel so stupid disgusting service!!!! I now have to wait 3 days to get my money back! Odeon you need to sort out some of your staff and train them on customer service!

    • i was asked to leave and the police called on me when i challenged the acting manager, Mica. The acting manager, refused to acknowledge my evidence of disability ( approved everywhere )and refused to issue me with a companion ticket for my carer. He even demanded to see a carers card, which to my knowledge does not exist. The police were excellent and let us know the correct way to put or complaint in. The odeon have thus far failed to respond to my complaint even though i have gone through several channels to express this complaint.

    • Been trying to get through to talk to someone for two days now, the message says approx waiting time is 5 minutes, I think not, been on hold for over 15 minutes each time…. does anyone actually answer the phone……very very angry right now.
      Are they going to pay my phone bill?

    • Went to the Lincoln Odeon yesterday (31st July 17) with a friend and our 4 boys the kids were so excited and slightly loud to be expected they wasn’t being naughty or causing chaos was just loud with excitement to see despicable me 3 we spent £70 there and was so rudley spoken to by a member of staff who told our children to shut up and said she will be in the film and will ban them if they even say one word! This made the kids scared and not wanting to see the film as they was made to feel bad just for being exciting she wasn’t particularly polite to me and my friend either as we walked to the cinema screen we over heard her telling another family that she’s never known such awful children. Sorry kids are loud and to say that is disgraceful if they was running around swearing or causing chaos then fine but they wasn’t it’s put me off using the Odeon again we spent alot of money and was treated with utter disgrace!

    • Cinema at Northwich Barons Quay is brand new in 2017 and already showing signs of Dirty toilets and damaged seats in their premium screen “iSense”. The quality is questionable and there are black bars at the top and bottom of some big films such as “Dunkirk”, which is disappointing as I’m paying a premium to see it on the iSense. Watching it on the iMAX doesnt have this problem, i suspect it was a mistake by Northwich staff. The company is impossible to get hold of, they dont answer the phone and the livechat is useless. If you do get through, you will chat to “the incredible xxx”, which is a complete joke, they are far from it and i doubt they are based in the uk. Overall a disappointing experience, id write to head office but i dont see the benefit, they will ignore this like they ignored my chat\phone calls. I’ll go to VUE in future, well done Northwich !!!

    • Hi,
      My husband and I visited the Guildford Odeon on 24th July to see Dunkirk.
      The price was £ 11.25 per person but when I went to purchase two tickets I was surprised to be charged £ 25.50 ?? When I queried this the Manager looks a little embarrassed and said that there was a surcharge on certain films, I have never experienced this and not happy at all… Why ?
      Regards, Mrs Porter

    • I bought two tickets at Wimbledon for National Theatre Live of Angels in America Pt 1, costing £36 for seniors. The screening yesterday was unwatchable because the projection compressed the picture. At the interval we tried to get it changed but the staff said it was not possible (and it was not their fault). We left at the first interval and I expect a refund of the full cost. I have requested this by completing your contact form. I hold the tickets as proof of purchase.

    • Went to the quay Glasgow, was over charged by £9.75 at the food stall items on my bill that I never had and then charged twice for the same thing and received terrible customer service and this was the manager that was dealing with us the toilets were dirty and smelly! You’re cinema food prices are not cheap nor is going to watch a movie so a good level of customer service is expected at all time. I visit the cinema at least 2-3 times a month and this experience was just really disappointing.

    • I went to your silverlink cinema to see Logan a few days ago with my husband and 2 daughters .one is 18 the other is 15 . After buying the tickets and drink and sweets they refused us entry as they said my daughter didn’t look 15. We as her parents were horrified that they wouldn’t believe us. I would of signed a form and was happy to go back another time with her passport but they were truly awful. She is very consious of her small height and they made her feel awful .I understand about age limits but l but when your with your parents .I felt like they thought we were lying. I am not in the habit of carrying passports around in my bag they’re at home in the safe. How to speak to your customers would be a good thing to learn your staff. Totally appalled

    • Hello, This message was originally for Guildford lost property but the online email form wouldn’t accept my email address which was very frustrating, I couldn’t locate a number for the cinema which was equally frustrating, then I called the complaints number which wouldn’t let me leave a number? What’s the point! So now I’m really frustrated and upset by this absoultely stupid system, so this is in addition to the message below, please advise………

      I’ve left a black table/door wedge under 2nd round table from the coffee bar, it’s worth about 50p so my guess is it’ll be swept up buy the time you get this message, I would be gretefully for it back if possible as your tables are Dreadfully unstable and it’s the 5th one I’ve lost there, they need better stability as nearly every time my drink ends up being spilt,
      on another note how are you contacted in an emergency? It could have been a wallet I lost? I would like this message passed onto your manager please as although the item lost is pennies it’s the principles that I’m a little upset by,
      finally I really do think the points system needs changing as I had enough points for a standard ticket tonight but wasn’t allowed to upgrade to a premier ticket? Silly system, so I’m a little be unhappy by all this, please advise,
      Mr P Abbey

    • I visited your Chatham store today just as do very often however today I was told that I would have to pay full price for my 2 yr old nephew which I have not do so before as he sits on my lap upon questioning the reason behind this as I’ve never been charged before the cashier went and got a manager named Megan whom was extremely rude and told me that ,that was the rules and I either pay or leave the building I have never witnessed such disgusting customer service in all my life and being a retail manager myself I would not except such rudeness from a member of my staff I am disgusted

      • thanks for sharing your complaint Tracy. It is very dissapointing that such a high profile company seems unable to cater for the most basic requirements in good customer service. How to Lose Customers 101.

    • Is there a reason why I can not get through to speak to someone despite trying for over 3 days. And being on hold for a stupid amount of time?

    • Cinema not clean and under staffed. Really disappointed as Braehead should be above this standard. Not even a busy showing so public not to blame.

    • Yesterday went to see Creed for my birthday, my children had purchased a cinema ticket for me to use. When we tried to pay for the tickets online there was an error, when we tried to pay at the cinema the ticket didn’t have any credit on it but it had taken £26.75 out of my daughters account. After twenty minutes and people getting impatient in the queue behind us the manager gave us two tickets free of charge which we were grateful for but then were told that the screen 2 had a heating problem so we had to sit watching the film in our coats as it was so cold, the next showing wasn’t until after 8 we very rarely go to the cinema and was a little upset with the evening after the problems that arose and it spoilt my birthday celebration. As it is an expensive evening to go to the cinema now it was a real treat unfortunately we won’t be able to go anytime soon. Thank you for your attention in this matter. I would like to add the staff at Basingstoke Odeon were really helpful and are an asset to your company. Karen

    • I dowloaded the application(fever)and book the ticket last friday..but it was not confirmed..so i had to pay by cash at the counter..after 3 days…the odeon cinema deducted 10 pounds from my account..this is useless..without confirmation..how can you charge..

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