Omniplex Cinema Ipswich — Local services in Ipswich

Deeply Traumatic Experience – We Will Not Be Returning Anytime Soon

On 07/04/2025, I took my 5-year-old son to the 14:00 showing of A Minecraft Movie at the Omniplex in Ipswich (Screen MAXX 1, Seats G-11 and G-12). What was meant to be a fun and memorable father-son day quickly became one of the most distressing experiences we’ve ever had at a cinema.

Throughout the screening, a group of teenagers seated in the upper rows began throwing objects down into the audience. Initially, it was just empty plastic bottles—disruptive but manageable. But halfway through the film, things escalated horrifyingly. One of the teenagers hurled a pot noodle downwards, which struck my 5-year-old son directly. The contents splattered across his chest, face, and clothes. He was immediately shaken, frightened, and left covered in hot, sticky food. It was heartbreaking.

I rushed him out of the screen to find a member of staff. While they did eventually remove two or three of the culprits, many of the group were inexplicably allowed to remain. My son was distraught—his special day completely ruined. Though we attempted to return to the screening, he was so anxious and unsettled that he became physically sick. He was terrified something else would be thrown. Ultimately, he asked me if we could leave, and with 45 minutes still left in the film, we did just that.

Before leaving, I asked to speak to a manager—hoping for some kind of sincere apology or tangible resolution. What I received instead was a handful of vouchers and a dismissive attitude. My son stood there, visibly distressed and still covered in pot noodle, yet the manager offered only free tickets to return to the very place where he’d just been assaulted. When I asked for a refund instead, explaining that my son now feels unsafe and vulnerable at this venue, I was told it was “impossible.” When I inquired whether anything could be done to prevent these teenagers from simply rebooking and repeating this behaviour, I was met with a blank stare and the answer: “nothing can be done.”

No effort was made to involve the police or even to assure me that the matter would be taken seriously. Instead, the manager subtly implied I was to blame for not reporting the incident sooner—as though I should have left my terrified 5-year-old alone mid-film to find a staff member. The total lack of empathy, responsibility, and action from Omniplex was staggering.

We’ve been regular customers of Omniplex Ipswich for some time, but after this experience, I can no longer in good conscience return—and I feel obligated to warn others. The environment was unsafe. The management response was woefully inadequate. And the emotional toll on my son has been lasting. He feels bullied, scared, and devalued—not just by those teenagers, but by the staff who failed to properly protect or support him.

A handful of vouchers for a traumatised child covered in food is not an acceptable response. Omniplex Ipswich needs to take a hard look at its policies, staff training, and security measures if it truly wants to provide a safe and family-friendly environment. As it stands, I wouldn’t recommend...

Wheelchair review, Imax, 'free parking'.

I must say the foyer/entrance area is looking very sparse these days since the change from Empire to Omniplex. No coffee shop (Feb 2025 & May 2025 visits), no general seating. You don't to collect tickets anymore as they scan QR codes from your device for entry, so all the ticket machines are gone.

The actual cinema/viewing experience was very good. The Imax was it's usual very loud self but that's what it's for really, that and the huge screen which is brilliant. I like that they have some 'normal' seats behind the 'special' sofas etc, you get a great view from the back. Beware that there is only one wheelchair space at the back with one attendant seat, so if there's more in your party you'll be split up. I have sat much closer to the screen in the front row and you leave with a very stiff neck, although there are two wheelchair spaces at the front with multiple seats alongside. The disabled bathrooms I used were in good condition, aside from the one on the top floor (restricted entry) where the cistern takes forever to refill after a flush and there's no short/long flush option either. Been like this for years so don't get caught out.

Parking, especially with a wheelchair, can be tricky. The Buttermarket car park fills up and up until 5pm there are only a limited number of disabled spaces on the lower level, last visit we counted three. From 5pm onwards disabled customers can use the ShopMobility parking on the upper level, which adds maybe another 10 or so spaces. Free parking - Omniplex are still offering free parking to users from 4pm. If you arrive before 4 you'll be caught out - so if you arrive at 3.45 you'll have to pay for that 15 mins on exit, again don't get caught out. From 4pm onwards just park and go to the counter at Omniplex. On the left of the long service counter is a screen. If it's your first time you'll have to fill in not just numberplate but name, email, tel no, etc. Very intrusive compared to just putting the chip in the machine but still... it's a big cost saving if your there for the evening. Apparently the parking is free for 8 hours, so if you're catching a late pm/early eve film you should be able to go and have dinner without there...

AVOID My first time visiting since Omniplex took over from Empire cinemas. After a nightmare experience attempting to pay for my parking, a saga unto itself, I went up the stairs to collect my tickets. After trying 5 terminals, scanning my code, none of which would issue my tickets, I queued up to go to the 2 employees at the food/service desk. Where I was told I didn’t need to get tickets, they could scan them on the way to the screen…fair enough. I’ll know for next time. Then I started to ask for snacks and drinks for the kids, to be told I had to go and order from a terminal! The same terminals that wouldn’t scan my code. Soooo, I went back to the terminal. Extremely limited. I mean EXTREMELY limited selection of drinks and snacks. One of the good points about this cinema when it was Empire, was the variety of snacks and drinks. It’s obvious an accountant has gone through and reduced the offering to the fewest number of highest selling, most profitable items. By this point I’m hot and stressed by the poor parking process. The frustration of trying to get a ticket and now, there’s nothing on their list of snacks and drinks that anyone wants. Right, off to the screen. Guy scans my barcode…all good. Obviously we were running about five minutes late by this point. But I don’t mind missing trailers. So, took our seats. The trailers hadn’t started. 20 minutes later we were still sitting there. No music, no trailers, no movie. It had become obvious that there was a problem and after some discussion another customer went to alert someone. Eventually the film was started. Roughly on time, without the trailers. Fine. Not a great experience but at least we can watch the film….except the lights in the theatre were left on through the whole movie. I did see 2 people get up and try to find someone to resolve this, but they stayed on all the way through. Oh, and finally. I’m pretty sure they’ve reduced the size of the sofa seats from when Empire owned it. Well done Omniplex and well done Buttermarket. CineWorld and the carpark there will be getting my...