Cineworld customers are complaining about “nightmare” changes to its app and website, which have altered the way they book tickets.
Anyone who is an Unlimited member paying for a monthly subscription can no longer book tickets for other Unlimited members.
This means an Unlimited member can now only book a ticket for themselves and not another member, even if they are viewing a film with them.
Instead, all Unlimited members must book their own tickets only.
Dear @cineworld my son is disabled and has an unlimited card. How am I meant to book tickets for him online? Why have you changed a good system and replaced it with this. The person who came up this needs sacking. pic.twitter.com/nVBtiZYKYA
— David Magee (@greedoxpgaming) September 15, 2026
Cineworld Unlimited members angry as booking system changes
The change to the booking system has left film fans frustrated as they say it makes the process of visiting the cinema more complicated.
Sharing a screenshot of a message sent to customers, one X user said: “Dear @cineworld my son is disabled and has an unlimited card.
“How am I meant to book tickets for him online?
“Why have you changed a good system and replaced it with this.
“The person who came up this needs sacking.”
The message to customers reads: “You will no longer be able to book tickets for family members or friends who also have an Unlimited membership.
“Each Unlimited member will need to book their own tickets.
“Our Unlimited Terms will be updated to reflect this change.”
Someone else said they’ve been a Cineworld member for 20 years but disagree with the change: “Have been a @cineworld unlimited member for about 20 years and seriously considering going elsewhere now.
“This is so stupid.
“One of the features of the membership that I use and enjoy having the most.
“They removed the ability to add tickets to Apple Wallet too, and now this.”
In response to this person, Cineworld’s official X account replied: “Hi James, with the updates to the app and website, we're introducing living tickets, where you'll not only be able to change seats up to the start time of the film, but also add tickets to your digital wallets.”
One customer asked Cineworld whether the change to the booking system meant all members would have to risk not being able to sit together: “Hey guys, does this update mean that one person can’t book tickets for say 3 friends (all with Unlimited cards) so we can sit together???”
Cineworld reassured her that seats can be changed once booked but confirmed that friends can't book together: “Hey Linda, each Unlimited member will need to make their own booking.
“The new website and app will also allow you to change your seats after you've booked to allow you to move next to a friend's booking.”
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Someone else said they want the system to return to how it was previously: “@cineworld please tell me this is something you can reverse.
“It’s going to be a nightmare for people trying to book shows with friends & families and being able to ensure you can get seats together.
“Not quite sure how this is a smoother booking experience.”
A Cineworld spokesperson told Newsquest: “As communicated to our Unlimited customers, Cineworld is launching a new and improved mobile-first website and app for our customers.
“The change has been introduced as part of the wider evolution of our booking platforms.
“As part of these changes, customers will benefit from the following enhancements to their online experience:
- Faster speed and load time
- Changing seats – customers can change seats up to the start time of a film, moving to sit next to family and friends
- Improved accessibility – making the booking journey more accessible and inclusive
- Seat first booking – improving the overall checkout experience
- An improved app, with optimised customer experience and journey
- Many more benefits and features, soon to be announced
“While we understand that some members preferred the previous process, especially regarding booking for friends and family, this feature will not be available initially with the launch of the new Cineworld website and app, but we are working on an improved solution to assist Unlimited members to book for friends and family more easily in future.”
Do you think the change to the booking system for Unlimited Cineworld members is a smart move? Let us know in the poll above or in the comments below.
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