BFI Southbank is funded and operated by the British Film Institute.
British Film Institute takes the privacy of its customers very seriously. Please read the following policy to understand how we will treat your personal information when you use our site.
We operate and are registered as The British Film Institute in accordance with current data protection legislation. Our data protection registration number is K417687X.
The information we collect
In order to provide you with the best service we can, we collect certain personal information about you. When you book tickets via the site, we will need to collect information about you to process the transaction and fulfil your order. This information may include, but is not limited to, details such as your name, your address and your credit card details.
What do we do with your personal information?
The British Film Institute uses your personal information to keep you informed about events, news and offers which we think will be of interest to you. If you have chosen to receive them, we will also use your information to provide you email bulletins and other email alerts letting you stay up-to-date about relevant screenings, events and offers. We may also use the information to process any transactions you undertake with us and for internal administration and analysis. We disclose your information to third parties only for providing the above services to you. We do not sell, rent or trade your personal information to third parties for marketing purposes without your consent.
BFI uses a ticketing and CRM solution called Audience View.
AudienceView uses session cookies, which are not stored on the user’s computer persistent storage (e.g. disk) and only kept in computer memory (RAM) for the duration of the user’s visit.
AudienceView session cookies are also essential for being able to provide service to the end user, which puts them into the ‘strictly necessary’ category described in the regulations.
Our secure server ensures that your personal details stay personal.
How do I know if a website is secure?
Every credit card purchase you make at our website is done through our Secure Server Technology. This provides many security features, including:
- Authentication: this assures your browser that your data is being sent to the correct computer server, and that the server is secure.
- Encryption: this encodes the data, so that it cannot be read by anyone other than the secure server.
- Data Integrity: this checks the data being transferred to ensure it has not been altered.
Our online ticketing facility accepts
Our secure server software encrypts information, ensuring that Internet transactions stay private and protected. Our website uses a security protocol called ‘SSL3’.
Delivery and Postage
The BFI Southbank can post out tickets within the UK for screenings a minimum of 1 week in the future
Tickets will be delivered within 7 to 10 days. If the performance is fewer than 5 days away or you are based outside of the UK then your tickets will be kept care of the Box Office and may be collected by showing your payment card.
Merchandise from the BFI Shop will be sent separately and delivered by post to the same address on your file. Items will be sent First Class within 14 working days. If we cannot deliver these items within this time we will contact you by email.
For further details please call the Box Office on 020 7928 3232. Open every day between 11:30am and 8:30pm except December 24/25/26/31 or fill out the Contact Form.
We are unable to respond to ticket availability requests via email, please contact the Box Office on 020 7928 3232 between 11:30am and 8:30pm for up to date availability.
Postage for merchandise is calculated as a flat fee plus an additional cost per item.
- National rates = 1.50 per item
- International rates = 2.50 per item
Terms and conditions
Please note that screenings start at their advertised times. Tickets cannot be purchased after the screening start time. Latecomers may not be admitted. Pre-booked tickets can be collected if the screening has commenced, however latecomers will be seated by staff to minimise disruption to other members of the audience, and may not be able to take the seats designated on their tickets.
We reserve the right of admission and, in exceptional circumstances, membership of the BFI may be revoked. We reserve the right to, in unavoidable circumstances, to alter the programme without prior notice. The licensing authority does not permit standing.
No cameras or tape recorders are allowed in the theatres.
Fees, Refunds, Returns and Exchanges*
BFI Southbank tickets are subject to an £1 booking fee per ticket, which is capped at £3 per transaction. This booking fee is only for telephone and online bookings, not counter sales. BFI Champions, BFI Patrons and BFI Members are exempt from these booking fees. To take advantage of this exemption online, please make sure that you always login to your online account before you start booking and select Member, Champion or Patron tickets for you and your guests.
BFI Members will be offered a discount of £2 on each ticket booked for most performances in the BFI Southbank programme. This discount does not apply to BFI Festival tickets.
Ticket exchange and refunds
BFI Southbank tickets cannot be exchanged or refunded. Champions and Members can return paid tickets up to 24 hours ahead of the performance, ie before the Box Office closes on the day before. If tickets have already been issued, these must be returned to the Box Office in person or by post by that time. Please note that we cannot accept returns on free tickets including Member Free Tickets.
For returned paid tickets, Champions and Members will receive a Gift Certificate, to the value of the ticket, which will be valid for 12 months from the date of issue or when the Membership lapses, whichever is soonest. The Gift Certificate can be redeemed as full or part payment of tickets for performances at BFI Southbank, subject to availability, and can be redeemed in person and by telephone but not online. Sorry for any inconvenience.
BFI Festival tickets cannot be returned, exchanged or refunded. This applies to all customers, including BFI Champions and Members, although they can redeem existing Gift Certificates (see above) against Festival tickets when booking by telephone or in person but not online. Sorry for any inconvenience.
Tickets may not be resold for higher than 20% above the face value displayed, and any such action may result in cancellation of the original booking by the BFI. Tickets may not be used as part of commercial hospitality/concierge packages unless authorised by the BFI.
Member Free Tickets
As a benefit of BFI Membership, BFI Members are issued with two free BFI Southbank tickets, and Champion Members are issued with four free BFI Southbank tickets, for every year of BFI Membership. The Member Free Tickets are automatically applied to the online Membership and Ticketing account at point of joining or renewing and must be redeemed within 12 months as they will expire with that year of Membership. When booking online, the Member Free Tickets will appear in the drop-down menu of ticket options when booking standard-priced screenings at BFI Southbank but will not appear when booking tickets to special events, previews or BFI Festivals. The Member Free Tickets must be selected during the booking process as they cannot be applied to a booking retrospectively. In the month of renewal there may be two sets of Member Free Tickets available so please always select those with the earlier date in the title as they will expire soonest. Members can also ask BFI staff to redeem their Member Free Tickets on their behalf when booking in person or by phone. Member Free Tickets cannot be returned and cannot be extended after their expiry date. Please note that the Member Free Ticket option will still appear during the booking process even when the two free tickets have been redeemed but the system will not allow the booking to complete. Sorry for any confusion this may cause but please call the Box Office on 020 7928 3232 (11:30-20:30) if you’d like to check if you have any unredeemed Member Free Tickets on your account. For further information about BFI Membership benefits, please contact firstname.lastname@example.org
Membership is a donation towards the charitable work of the BFI and is not generally refundable. New Memberships may be refunded on request within 14 days of purchase as long as the benefits have not been accessed. Gift Memberships can be refunded to the purchaser on request as long as the gift voucher has not already been activated and has not expired. Cancellation and refund requests should be made in writing to email@example.com.
Merchandise returns policy
Unused items from the online shop may be returned with no explanation required if you change your mind within 14 working days after the goods have been received. Please return to:
London SE1 8XT
A limited number of standby seats are reserved for sale half an hour before each performance. These are only available for customers in person at the BFI Southbank Box Office.
* Fees and transaction charges are subject to change.