• What is the SureSeats Multi-Pass?
• What are the benefits of the SureSeats Multi-Pass?

• Where do I purchase the load and how much am I allowed to buy?
• Can I refund a load?
• Does my M-Pass load have an expiration?

• When can I purchase tickets?
• When do I claim purchased tickets?
• Can I cancel purchased tickets?
• Can I refund online-purchased tickets?
• Will there still be a fee of Php20.00 per ticket purchased?
• Do you accept Season Passes, Senior Citizen, Complimentary Tickets, MTRCB?

• How do I claim and activate my M-Pass Card?
• Can I replace my card if I lost it?
• Does my M-Pass card have an expiration?

• I followed the registration procedures, and I text to 2333 / 211 to get my confirmation code but I didn't get a reply. How come I didn't get a confirmation code?

• I just browsed through www.SureSeats.com but I can't find the links / buttons to reserve tickets. Why is that?
• Why is it that every time I try to reserve, all the seats seem to be already taken?
• I can't reserve seats anymore. I was able to reserve before, however I haven't claimed any of my reservations. What happened?
• I can't seem to access the website during certain days at certain times, is there a problem with the site or is it my connection?

• Can I cancel my reservations?
• If I reserved 5 seats (for example), can I cancel only 2 of them?
• Is a cancelled reservation the same as a forfeited one?

• When should I claim my reserved tickets?
• I reserved online, but I lost my confirmation code. How can I retrieve it?
• I reserved 5 tickets (for example), but I only want to claim 3 of them. Is that possible?
• Can I claim my reserved tickets using any of the following passes: Season Passes, Senior Citizen, MTRCB, Complimentary Tickets?

• Why is it that sometimes the schedules online are either non-existent or different from those in the actual cinemas?

The SureSeats M-Pass or Multi-Pass moves you one step closer to a complete online ticketing service by letting you complete an actual purchase of tickets via the Internet. M-Pass is a prepaid service that allows you to pay for movie credits ahead of time, so the next time you use SureSeats, you can charge your tickets to your M-Pass credit or load.

Aside from the waived PHP 20.00 reservation fee, with the SureSeats M-Pass or Multi-Pass there is no need to claim tickets 45 minutes before screening time because your tickets are already paid for. There is also no need to line up at the cinema ticket counter. All you need are your M-Pass Card and printout of confirmation code! After purchasing your tickets online, print your claim code, present printout to the porter together with your M-Pass card, and enter the theater!

Loading of M-Pass is currently available at Greenbelt 3, Glorietta 4, Alabang Town Center, Market! Market! & Trinoma SureSeats Counter. The denominations are of Php200.00 only so you can purchase a minimum load of Php200.00.

Other loading options are: Credit Card, and G-Cash

No. Refunds on purchased load are not allowed.

Unloaded M-Pass credits will expire in 90 days after purchase.

If the code is already loaded, it will expire in 6 months if the account has no activity at all (a movie purchase or a load purchase).

M-Pass accounts that are dormant for a period of at least one (1) year will be considered inactive, and will be de-activated. To re-activate, contact the SureSeats.com Customer Care telephone number 752-7883 or e-mail feedback@ayalamallscinemas.com.ph.

You may purchase tickets online once you have already loaded your account. You may purchase tickets online anytime, even a few minutes before the screening time.

There is no more requirement to pick up your ticket at least 45 minutes before showtime. Just go straight to the cinemas and present your M-Pass card and printout of confirmation code.

Yes you may still cancel online-purchased tickets but you must do so at least ONE HOUR before screening time. The amount will be credited back to your account.

No. Refunds on online-purchased tickets are not allowed. However, you may still cancel online-purchased tickets ONE HOUR before the screening time and get your load back.

Currently, the Php20.00 reservation fee is waived for online-purchased tickets.

No, SureSeats does not honor any of these passes, may it be for M-Pass or Reservations.

For SureSeats members who are first time M-Pass users, purchase a minimum load of PHP 200.00 and activate your M-Pass card at the SureSeats Counter.

For non-members, log on to www.sureseats.com, register, then follow same steps above.

For replacement of faulty card, surrender the card at the SureSeats M-Pass Counters and apply for a card replacement.

For replacement of lost card, go to the SureSeats Counter and submit the following: USERNAME, REGISTERED E-MAIL ADDRESS, and REGISTERED CELLPHONE NUMBER.

Replacement of lost or damaged cards will be charged Php 100.00.

The M-Pass card is valid for as long as you use the system regularly. M-Pass accounts that are dormant for a period of at least one (1) year will be considered inactive, and will be de-activated. To re-activate, contact the SureSeats.com customer care Tel.No. 752-7883 or e-mail us at feedback@ayalamallscinemas.com.ph.

In the registration process, you were asked to fill-in your cellular phone number. You can only retrieve your confirmation code from the cellular phone number you filled-in in the registration. For example, you registered the number 0917-1234567, you can only retrieve the confirmation code by texting-in SURESEATS (USERNAME) from that number. If you use someone else's cellular number, you will not receive any reply.

There are several reasons why you are not able to reserve seats:

• You can now purchase tickets online for Greenbelt 3, Glorietta 4, Alabang Town Center, Market! Market!, Trinoma, and Ayala Center Cebu only.
• The schedules have not yet been updated or are currently being uploaded. Simply keep checking back or refreshing the page.
• The reservation system has been temporarily suspended due to maintenance.
• All the seats are already taken and the system by default will disable the reservation functions.

There is only a certain percentage of the seats in each cinema/screening that is allocated for web and SMS reservations. Reservation is on a first-come, first-served basis so it is advisable to reserve early.

M-Pass purchases are still accepted even if the reservation quota has been reached.

Since you have made a reservation and did not claim it, your account has been LOCKED. Forfeiting or not claiming your reservation will automatically lock you out of SureSeats. This is the penalty for not claiming your tickets.

To unlock your account:

Go to the SureSeats Counter and pay the fine/re-activation fee equivalent to the reservation fee of the forfeited transaction.

OR

Purchase and load M-Pass credits (Php200.00 minimum), where the fine/re-activation fee will be deducted thereafter.

Possible reasons why you cannot access the site:

• SureSeats.com performs its weekly maintenance on Wednesday mornings from 9AM to 9:30AM and Saturdays at 12Midnight to 12:30AM.
• The site is congested because of the heavy volume of users that are accessing the site.

Please try accessing the site again at a different time.

Yes, you can. Log-in to SureSeats with your username and password. On the Member's Page, you can view the reservations you currently have. Each reservation has a CANCEL link which you may click to cancel any particular reservation. You are strongly urged to cancel reservations you do not intend to claim. No-shows for reservations that are not properly cancelled will be noted by the system. One (1) forfeiture will result in your being LOCKED-OUT from the reservation system.

When you cancel reservation/s online, all seats are cancelled for that reservation. You may not cancel less than the actual number of seats you reserved. If you wish to purchase only 3 tickets, you may claim only 3 at the cinema but you have to pay for the reservation fee of the other 2 tickets you did not claim.

No, it is different. Canceling a reservation will not have any negative effect on your account since you allowed your seat/s to be available for others to reserve/purchase. Forfeiting a reservation on the other hand will be taken against your account since you did not claim nor cancel what was reserved under your name. One (1) forfeiture will lock your account, while cancellations, regardless of number, will not cause your account to be locked. That is why we encourage our users to cancel reservations if they will not be able to claim them.

We strongly advise that you claim your ticket as early as possible. Your reservation will expire and the tickets you reserved will be released for sale 45 minutes BEFORE the start of show. Ayala Theaters Management, Inc. reserves the right to increase or decrease the "holding" time of reserved tickets depending on current circumstances. Please take into account that you will not be the only SureSeats member in line to claim your reserved tickets. Keeping in mind the 45-minute lead time for claiming tickets, do factor-in the possibility of a short line of SureSeats members claiming their tickets at the counter.

After you log-in to SureSeats, you can view the reservations you currently have. Each reservation has a VIEW link which you may click to retrieve the Confirmation Code of any particular reservation.

You may claim only 3 tickets but you will have to pay the Php20.00 reservation fee for the other 2 tickets you will not claim.