I want to purchase for upcoming movies, but I cannot find the movie
sessions on the website or mobile app, what should I do?
We usually update
the next 7 days’ movie sessions gradually in our website and mobile app. This
happens every Wednesday.
What are the
types of credit/debit card accepted by TGV?
Currently we
accept payments via credit/debit cards issued by Visa, Master and AMEX.
What are the
types of e-wallets accepted by TGV?
Currently we
accept payments via Touch N Go, GrabPay, Boost and Maybank MAE.
I do not have
any credit/debit card, online banking or e-wallet. Can I purchase movie
ticket(s) by cash?
Yes. You can buy
movie ticket(s) at the Ticketing Kiosk at our cinema location and pay with
cash.
I would like
to bring my children to the movies. Do I need to buy Kids Tickets for them?
1)
Children below 90 cm in height may enter for
free but must sit on their parents' or guardians' laps.
2)
Children over 90 cm in height must have their
own seat. You can purchase Kids Tickets for them.
3)
A height measurement standee is available at
the Ticket Tearing Point. Our friendly staff will help you to check the height
of your children.
I’m a
student at secondary school/college/university. Do I get to enjoy students’
price?
Yes. You can
enjoy Student Price for weekdays’ movie sessions before 6:00 PM, with a valid
student card. Only applicable for the Deluxe Seats in the Deluxe Halls.
Is there
any special price for senior citizen or OKU?
Yes. Senior
citizen and OKU will enjoy RM8.00 per ticket for selected movies and hall
types.
Can I
bring outside food into the cinema halls?
1)
No, food and drinks purchased outside TGV
premises are not allowed in the cinema halls.
2)
If you have any outside food or drinks, please
place them in the locker available next to the Ticket Tearing Point. You can
collect them after the movie session.
3)
You can enjoy our signature Royale Popcorn and
other food and drinks available at our Concession Counters.
4)
To skip the queue, you can purchase your food
and drinks via our website or mobile app and collect them at the Express Lane.
What is the
purpose of bag checking at the Ticket Tearing Point?
The purpose of
bag checks is to deter illegal film recording within the cinema using any
recording device, thereby protecting the intellectual property rights of
filmmakers and studios. Also, to prevent the entry of prohibited items that
could potentially compromise the safety of our customers.
Can I
take photos or record movies while in the cinema hall, for me to share with my
family and friends?
No. Taking
photos or recordings of movies in the cinema hall is strictly prohibited. It is
a criminal offence based on Copyright Act, Section 43a. "Any person who
operates an audiovisual recording device in a screening room to record any film
in whole or in part shall be guilty of an offence and shall on conviction be
liable to a fine of not less than RM 10,000 and not more than RM 100,000 or to
imprisonment for a term not exceeding 5 years or to both."
What are
the age restrictions applied to moviegoers?
Lembaga
Penapis Filem Malaysia (LPF) has implemented new movie classifications starting
1 February 2023.
1)
Film
rated as U: This category is for viewers of all ages.
2)
Film
rated as P12: This category is for viewers of all ages.
3)
Film
rated as 13: This category is for viewers aged 13 or above.
4)
Film
rated as 16: This category is for viewers aged 16 or above.
5)
Film
rated as 18: This category is for viewers aged 18 or above.
6) For
movie rated P12 and 13, parental guidance is required in line with the
regulation that requires parents/guardians to be responsible and guide the
children under their care in choosing the appropriate movies.
Why is TGV implementing
gender-segregated seating arrangement only at TGV Mesra Mall?
Majlis Perbandaran Kemaman (MPK)
has implemented a new rule starting 3 September 2020. Muslim moviegoers will
have to abide by gender segregated seating arrangement for the cinema industry in
Terengganu. All our customers are required to adhere to the new rule.
How does the gender-segregated
seating arrangement work at TGV Mesra Mall?
Moviegoers will be categorised
into 3 different categories:
1)
Men
2)
Women
3)
Families
I’m purchasing movie ticket(s)
for TGV Mesra Mall. From the seating plan displayed on the website, mobile app
and ticketing kiosk, how can I know if the seat is meant for Men, Women or
Families?
There will be different coloured
seats indicated on the seating plan layout during your ticket purchase. Please
purchase your tickets according to the seats indicated.
1)
Blue seats – For men only
2)
Pink seats – For women only
3)
Light blue seats – For families only
Who are categorised as
“Families” under the gender-segregated seating arrangement at TGV Mesra Mall?
“Families” refers to married
couples, siblings, parents and their children, and guardians of underaged
children.
How will TGV identify married
couples at TGV Mesra Mall?
Married couples will have to
produce legal proof of marriage if required. Our staff will conduct random
checks on couples.
If I bought the tickets without
knowing that gender-segregated seating arrangement was implemented, will TGV
allocate a new seat for me at TGV Mesra Mall?
Yes. TGV can help to allocate a
new seat for you upon availability. As seats might be limited, please be aware
of the colour indication on the seat layout before purchasing your seat(s).
The payment is charged but the purchase is not found in my account,
what should I do?
If you purchase
is unsuccessful, your payment will be refunded automatically to your payment
account within 3 - 21 working days, depending on the mode of payment. Please
note that your MovieMoney will be reversed in the event of refund of payment. Below are the
modes of payment and the required working days:
e-Wallet: 1 - 3
working days
e-Wallet (MAE):
7 - 14 working days
Online Banking
(FPX) or Debit Card: 3 - 7 working days
Credit Card: 3 -
21 working days
I have been double charged for
the payment, what should I do?
You can contact
us via email at feedback@tgv.com.my
and provide us with the screenshots of the payments charged.
The payment
status is “Failed” or “Expired”, what should I do?
Your purchase is
not successful and will not be charged at normal circumstances. However, if
there is any deduction in your payment account, you can contact us via email at
feedback@tgv.com.my and provide us
with the screenshots of the payment charged.
My purchase
is “Cancelled”, what should I do?
We are sorry
that your purchase had to be cancelled due to unforeseen circumstances. Rest
assured that your payment will be refunded automatically to your payment
account within 3 - 21 working days, depending on the mode of payment. Please
note that MovieMoney will be reversed in the event of refund of payment. Below are the
modes of payment and the required working days:
e-Wallet: 1 - 3
working days
e-Wallet (MAE):
7 - 14 working days
Online Banking
(FPX) or Debit Card: 3 - 7 working days
Credit Card: 3 -
21 working days
The refund is
not reflected in my payment account after the timeline, what should I do?
I want to
cancel or refund a purchase, what should I do?
I have
purchased movie ticket(s) for the wrong cinema location, what should I do?
You can contact
us via email at feedback@tgv.com.my or
visit your preferred cinema location for assistance.
I have
left behind my belongings at the cinema hall, what should I do?
You can
contact us via email at feedback@tgv.com.my
and provide the details of your belongings or return to the cinema location for
assistance.
I am not
happy with the services at the cinema location, what should I do?
Please
approach our Manager On Duty for immediate assistance or you can contact us via
email at feedback@tgv.com.my for
further actions.
I am very
happy with the staff and services at the cinema location, how can I send my
compliments?
We are extremely happy to hear that you had a great experience at our
cinema location. It is our aim to provide you the best movie experience and
services. You can send your compliments to us via email at feedback@tgv.com.my.