Frequently Asked QuestionsThe most commonly asked questions about Screen Machine
What is your refund policy?
Tickets cannot be exchanged nor money refunded except in the event of a cancellation of a performance (see below), or in other exceptional circumstances. When booking on-line, make your ticket selection very carefully as mistakes cannot be rectified later.
What happens if you cancel a screening or change your programme?
Please note that you book at your own risk as programmes are subject to change and cancellation. This only happens in exceptional circumstances, for example, when very bad weather causes road closure or cancellation/changes to the ferry services. This can cause us to cancel a visit to a community completely, or to make a shorter visit than planned. When curtailing a programme, we will still try to offer the full choice, but it may result in us offering one screening of a film instead of two or more. Or we may not be able to show a film at all, which we understand is disappointing. Due to the unusual nature of the service that the Screen Machine offers, it may be that we cancel more shows than more conventional cinemas.
In these cases, if you have booked tickets, we will process a refund. We will e-mail all of our customers who have pre-booked using the e-mail address you provided to to let you know what is happening.
It is not possible to transfer your booking reference to a different screening, even if it is for the same film. Your booking reference is peculiar to tickets bought for one particular screening.
We will always give as much notice of cancellations as we are able to: via our website, twitter, facebook and e-newsletter.
How can I contact your office?
You can e-mail us at firstname.lastname@example.org. At weekends we check for e-mails coming in intermittently and will reply to you if your request is urgent and cannot wait until Monday morning. The office phone number is (0131) 550 3734. At least one member of the team is the office every morning, Monday to Friday, and during some afternoons too.
How do you plan your tours?
The Highlands and Islands are very large, and there is only one Screen Machine! So, of course, many more communities would like to have the Screen Machine visit, than we can fit into our touring circuit. In 2017 we visited 51 different locations in 6 different Council areas. That might seem an argument for commissioning another Screen Machine, but the challenge would then lie in finding, not just the substantial capital cost of an additional Machine, but also the significant level of ongoing funding to support the operating costs of two Machines. At the moment, we’re grateful that we’ve been offered sufficient funding to secure the current service through to 2021.
In our 20th anniversary year we’re therefore taking a considered look at our touring circuit, to ensure that it is as effective and efficient as we can reasonably hope to make it. There are of course many different factors to take into account, not least of which are the Summer and Winter Ferry timetables! Then there’s also the viability of routes: for example, we can only get in and out of Mallaig by sea, not by road. And there’s the size of populations in different communities: some are big enough to merit a visit lasting three of four days at a time, others can only support a one- or two-day sojourn.
Over twenty years, much of the current circuit has developed historically, and so what we’re aiming to do now is to state a series of principles which can underpin all decisions we make in the future about where to take the Screen Machine. These are not hard and fast, they’re rather a series of overlapping issues to take into account when considering any location.
The first and most crucial point, of course, is the site itself, which must be: on tarmac or ‘hard-stand’, easy for customers to find and get to, and close to public toilets.
Thereafter, the factors we’ll take into account (in no particular order) will be:
- Size of population
- average attendances, in relation to population size, over the past five years
- Islands are given priority (over half our screenings last year were on islands)
- Travel time to the nearest cinema
- Travel time to the next closest Screen Machine location
Once we’ve confirmed that a particular community should be on the circuit, the next factors to take into account are:
- How long should a visit be, from one to four days? We prefer to visit for a minimum of two days, both to reduce wear and tear on the Machine (and our drivers) and to enable us to present extra activities on the second day (a matinee, a schools visit, a session for a care home), but there are some isolated communities which are not big enough to support more than a one day visit
- How often should the Machine come visiting? We’re conscious that, over the years, our tours have begun to stretch, sometimes to as long as 12 weeks. We’ll now aim to limit each tour to 9 weeks which will mean that our core circuit will benefit from up to five visits a year. But some communities—for reasons of cost, or distance, or size of population—may only be feasible for fewer visits, and coming to some locations only three or four times a year will free up time for additional visits, once or twice a year, to some of the hardest to get to locations, such as the Small Isles.
It may be helpful to stress that we receive no funding from Local Authorities. Our two, vital, public funders are Creative Scotland and Highlands & Islands Enterprise. We have had some small amounts of funding from some Councils in the past, notably the Western Isles, but as Council cultural budgets have shrunk, we took the decision not to compete for diminishing funds with hard-pressed local arts groups.
But we do receive some financial help from individual communities, notably on the individual Outer Isles of Orkney, and in Fort Augustus, where either the cost of visiting, in relation to box office income, would be prohibitive, or the location is closer to an ‘static’ than we would normally include, and we are always open to discussing such arrangements!
What is your programming manifesto?
Regional Screen Scotland aims to enable more people, in more places, to share great screen experiences and, in doing so, demonstrate the social and economic benefits of cinema for local communities. The Screen Machine is our flagship.
At Regional Screen Scotland we care deeply about our audiences. As a team, we take an inclusive approach to what we present on the Screen Machine. Every community the Screen Machine visits is made up of a range of ages, genders, and backgrounds, as well as individuals and groups with particular needs and interests. Digital technology enables us to host and present a wide range of content to match that community diversity.
We’re proud of the fact that the Screen Machine is for everyone. But that doesn’t mean that everything it presents will please everyone. Not all of it will please every audience member, and some of it may disappoint, anger or even offend some people. While we won’t set out to offend, nor will we wholly avoid the risk that offence may sometimes be taken.
We will aim to ensure that our marketing material, in all forms, presents our programmes as honestly and accurately as possible, to enable our audiences to decide for themselves what they want to see. And we will also ensure that our audiences have a range of opportunities to let us know what they think of our programmes, and to enable a mutually beneficial dialogue.
Our core programme content will be:
- New cinema releases which are attracting national and international media attention.
- New Scottish films (or films with significant Scottish involvement, e.g. director, writer, or location).
- Specialist titles: independent and world cinema, films which explore particular themes or issues, and classic and archive films.
Additional content will include:
- Short films and artists’ films.
- ‘Photography on screen’ and other ways of presenting the arts on screen.
- Community filmmaking.
- Expanded cinema: with guest speakers, discussions, live music, etc.
- Event cinema: on screen presentations of live theatre, music, etc.
How we choose films:
Our films are booked for us by the INDY Cinema Group. Their extensive touring network means that they are best placed to negotiate with film distributors for the best deals to get new releases early and at affordable rates.
Our programme is compiled by discussions within the RSS team, and with our INDY colleagues, from a range of sources:
- Knowledge of forthcoming releases
- Recommendations from INDY
- Films seen by team members at festivals and other special events
- Recommendations from our audiences, whether through our Operators and Ushers, or our online Audience Panel or Film Fans Facebook page.
- Approaches from film-makers, festivals, film curators, and special interest organisations.
What limits our choices:
For major new releases, film distributors usually have stringent requirements: new films must be shown several times every day of the week (easier for multiplexes to comply with, near impossible for single-screen cinemas), and the charge could be 65% or more of the box office. For this reason we are usually unable to start screening a film until 3 or 4 weeks after its official release date, and even then we may still be required to screen the film a set number of times each week.
We then have to make a decision, whether to
- take a high profile and popular film to every location on our regular circuit, with the risk that, by the end of the tour, interest in the film may have waned, or the DVD release date may be close, or
- change titles in the middle of a circuit, and risk disappointing those at the end of the tour.
For this, and other reasons, we don’t take the same programme to every location on a tour.
RSS will respond to approaches from, and will actively seek out, collaborators and partners who will enable us to broaden our programme and appeal to a wide range of interests within the communities which we visit. Our aims in undertaking partnership working will be:
- To use the Screen Machine in new and unexpected ways, which might offer models to other, ‘static’ cinemas.
- To inform our audiences on matters which we hope will be of interest to them.
- To offer our audiences new and different experiences, to enhance their visit to the Screen Machine.
Why would you change the Screen Machine circuit?
Many more communities would like the Screen Machine to visit them, than can be included in a regular touring circuit. So we regularly review the circuit and make shorter or longer term changes. No changes are irreversible! There are several reasons why we might stop visiting a particular location:
A drop in ticket sales. This would have to be a trend over two or more visits before we’d consider moving to a different location.
Loss of suitable site. The Screen Machine needs a ‘hard standing’ site (not grass), that’s close to parking and public toilets, and reasonably visible for our audiences.
Proximity to another venue. Perhaps a previously closed cinema has reopened, as in Aberfeldy, or a multi-purpose venue starts doing regular film screenings. We’re only concerned if the other venue is showing a similar programme of films; otherwise we’d hope that the Screen Machine programme can complement, not compete with, film societies and more ‘arthouse’ film programmes.
‘One night stands’. If ticket sales are reducing at a particular location, we might reduce the length of each visit, from three days to two, or two to one. But, operationally, we can’t have too many one night stands in a row, so there can be a knock-on effect from such changes.
Changes in circuit routes. The differences between winter and summer ferry timetables, or other changes to the circuit, may mean that in order to keep our route logical, we may have to rearrange how we visit certain locations, and one or more might simply become impractical.
Funding. We’re fortunate in having a mix of public and commercial funders which enables us to visit many locations, such as some of the smaller Hebridean islands, where otherwise the size of the population, and the travel costs, would make that location impractical.
When we do withdraw from a location, or reduce the length of our stay, we will always aim to inform members of that community of our reasons, and will welcome discussions as to how any issues might be addressed.
How much do tickets cost?
Full Price:Adult £7.50
16-and-under, Senior Citizen (60+), Student, Young Scot Cardholders, Income support – £5.50
All Young Scot cardholders are entitled to buy tickets at the concessionary rate. If you are a Young Scot cardholder and a Child, please buy a Child ticket. If you are a Young Scot cardholder and a Student, please buy a Student ticket. If you are a Young Scot cardholder and unemployed, please book an Unemployed ticket. And if you are a Young Scot cardholder and not a Child, Student or Unemployed please buy a Student ticket. You will be asked for proof of status before admittance to the Screen Machine.
How can I buy tickets?
There are two ways to buy tickets:
– Book on-line here. Again, these are available up to 3 hours before each show, and they are subject to a booking fee of 50p per ticket.
– At least eight tickets for each film will go on sale at the Screen Machine 30 mins before scheduled start time. Pay cash only for these – no cards!
Please note: All 14-and-unders must be accompanied by a parent/21+ guardian for all 8:00/8:30pm screenings.
Proof of age/status may be required when purchasing or collecting tickets.
The operator reserves the right of admission and will not admit latecomers.
Why do you ask for my mobile phone number?
We will only use your mobile phone number to let you know if the screening(s) you have booked for have been cancelled or changed in any way. It is your choice to give it to us or not. We will not share your phone number with any third parties.
Can I book specific seats?
All seats are unreserved. If you require seats together, please arrive in plenty time.
Do you accept CEA cards?
Yes, Screen Machine is a participating cinema in the Cinema Exhibitors’ Association national card scheme. The CEA Card is for use by those of our customers who have a disability. The CEA Card allows the cardholder to obtain ONE free ticket for the person who is accompanying you to enable you to visit the cinema, by providing the assistance you require as a result of your disability, provided you purchase an applicable full price ticket for yourself for the same performance of the same film in the same auditorium. It costs £6 to apply for a CEA Card. You can pick up a copy of the application form at the Screen Machine, or visit www.ceacard.co.uk for full details.
I have booked tickets, but not received my e-mail confirmation - why?
When you complete your on-line booking, within a couple of minutes you should receive a separate e-mail which confirms your booking, and gives you a booking code. If you do not receive this, there are a couple of reasons why this could be:
1 You did not enter your e-mail address accurately
2 You use as an @btinternet email address. We have noticed that the vast majority of our customers who do not receive their email confirmation use an @btinternet email address. We have been advised that this is because BT is trying to prevent its customers from receiving what they think could be spam. So it might be worthwhile checking in your spam or junk file, to see if your confirmation code is there.
We recommend that when you complete your booking, you take a note of your confirmation code which will appear on your screen. Just bring that along to the Screen Machine, and all will be well. Or contact us here at the office by emailing email@example.com. we keep a close eye on such inquiries coming in and aim to help you as quickly as we can.