How to Swap Your Movie Tickets
Use our online self-service swap tool up to 2 hours before your session to swap into another session at the same cinema.
Please note a booking fee will be charged for each ticket swapped.
How does the online swap work?
You can swap some or all of your tickets and simply pay or be refunded any difference in ticket price. See instructions below:
- Head to our Self-Service swap page HERE.
- Select the cinema where your original tickets were booked.
- Enter your Booking Reference Code (starts with a "W") - found in your booking confirmation email.
- Enter the email address used to make the original booking.
- Choose the tickets to swap - you can swap only some of your tickets, which is handy if only one person in your group can no longer attend.
- Choose your new film, date, and session time.
- Pick your tickets and preferred seats.
- Review and pay (or receive a refund for any price difference).
Can I swap into a session at a different cinema?
No, tickets can only be swapped into another session at the same cinema and can't be transferred between Palace locations.
What if I miss the 2-hour cut-off?
Contact your cinema directly in person or by phone - they may be able to help as an exception, but assistance at short notice isn't guaranteed as our team may be busy serving customers.
Can I swap any type of ticket?
No - the self-service swap tool isn't available for Film Festivals, Special Events, premium concept sessions, alternative content, promotional offer tickets, ticket vouchers, or Introductory Tickets, per our terms and conditions.
Can I swap bookings made in person at the box office using the portal?
No, the portal is for online bookings only. However, you may be able to swap by contacting the site in advance (find site contacts here) or emailing customercare@palacecinemas.com.au with minimum one full business days’ notice.
