I am BEYOND fuming so wrote them a complaint, I have printed it I am now thinking should I send it or leave it? Letter below:
As I am sure you are aware there was some sort of problem with the showing of the above film. This in itself would not normally be a problem, however the handling of the problem was dreadful and unacceptable.
At approximately 11:30, 15 minutes after the scheduled start time, another member of the audience went to locate a member of staff to enquire when the film would commence. On her arrival she said that she was told it would start in a minute.
Another 10 minutes went by with no film and no staff member to explain. Understandably the children were getting restless so I took my 2 year old and went to find a staff member (standing at the bottom of the stairs) I asked if they were planning on playing the film, I was told there was a problem and that they were sending somebody up to fix it. I remarked that it was very inconsiderate to not send anyone to explain what is going on and I returned to the screen.
A few minutes later a staff member appeared and informed that there was a problem that was trying to be rectified. Obviously there were a lot of people annoyed and after some discussion on the staff members radio it was announced that the Newbies screening was actually the 12pm show in screen 6.
We were informed to move to screen 6 and then the film would commence at 12pm with approximately 20 minutes of adverts meaning the film would not actually start until 12:20pm- just over an hour after the time of our purchased tickets. When it was pointed out to the staff member that this was not the Newbies showing we were informed that that is what he had been told on the radio.
A discussion was had on the radio informing the ticket kiosk to not sell tickects for this showing unless they were for Newbies, and some of the people in the screen with out young children were offered another showing at 1pm however they said that they were fine to stay where they were.
I think it is highly inconsiderate to allow customers to wait and no information given until around 25 minutes after the scheduled start after TWO customers have had to enquire about the problem. It is also incredibly insulting (and also a complete fabrication on your part) that the 12pm showing was Newbies when it its advertised online, posters inside and outside of the building, leaflets and computerized ticket machines as being at 11:15.
Instead of saying to your customers, who pay good money to watch films at your establishment, that we have a problem and therefore moving screens it is decided to say that 12pm was the Newbies showing anyway, implying that we purchased incorrect tickets. Your staff member who handled the situation, when they eventually appeared, was kind and polite however I had sympathy for him having to answer questions in the absence of the manager who was, it appeared reluctant (by asking that as we were now moved to screen 6 was he still needed) to make an appearance.
I have now spent £14.35 on an activity for myself and my daughter to enjoy together and due to the situation we were unable to enjoy the film as we would in the absence of these problems and as a consequence of the lateness my daughter did not get to watch the entire film and was quite upset when she awoke at home as the where the minions had gone.
I hope you will review your procedure for problems that may occur in the future and fully expect this to include being honest and transparent with your customers in a timely manner that should not have to be prompted by the customer.
Dotty