Savoy Cinema/Omniplex Group are full of FAIL
Posted by: Dav // Category: Film, Stuff I've been at.So you go to a cinema website and book a ticket. To do this, you hand over your email address and contact telephone number as well as your credit card details. I guess they have to email your confirmation and need your number in case they need to get a hold of you, right?
Not so it seems…
Both my girlfriend and I were really looking forward to seeing Kickass. We said we’d go last night (Tuesday 30th) so I’d booked on the Monday (29th). She wanted to go to the Savoy which would never have been my first choice as I don’t think too much of the place, but I was happy enough to go with the flow.
So we go in and I have to swipe my card at the only working credit card collection machine (which said welcome to Omniplex Newry on it). We wander over to the stairs and the guy looks at our tickets and tears them and says “enjoy the film” as one would expect. We get to the screen number 6 and see it says “Green Zone” over the door. Figuring they must’ve forgotten to change it or something like that and having quickly checked the other screens to see if it’d been moved or something, we sat down as the trailers were running. I decided that it was time to get some popcorn so headed back downstairs to the concession stand. There were 5 staff members behind the counter there (as well as a security guy telling tales of his past experiences on the job it seemed) and no one upstairs (it seemed) working as an usher. That’s the sort of thing that rings alarm bells with me – poor distribution of staff means there’s a manager somewhere not doing their job properly.
Anyway, I get back up, the trailers end and we spend a few minutes with nothing doing whilst waiting for the projectionist to line up the film. That’s no problem. Then the film starts and it shows the IFCO rating stating we’re about to see Green Zone. After an exchange of puzzled looks, my girlfriend and I grabbed all our stuff and made our way back downstairs. She asked the same gent who’d checked and torn our tickets what the story was and he said “oh yes, there was a problem with that. If you’d like to follow me around to the ticket desk we can sort this out.”
So I get over there and the gentleman behind the counter informs me that there was a “monumental meltdown” with their system and that 4 people had booked tickets for Kickass before they realised it.
So, they knew there had been incorrect bookings.
- Given that there was only one working credit card ticket machine in the lobby, why didn’t they have a sign up for the 4 people who’d made bookings for Kickass?
- Given that a member of staff checked out tickets before letting us upstairs, why wasn’t he paying attention to see that the tickets very clearly said “Kickass” on them?
- Given that they had my contact details, why was no attempt made to get in touch to tell me that the film wasn’t showing before we ventured out on what was a miserable evening?
The gent behind the counter at the ticket desk was, I think, doing his best. He offered me a refund straight away and told me we could see any film of our choice that was currently on with their compliments. We didn’t really want to see anything else and decided to chance getting over to Cineworld to see if we could get to see what we wanted there (we got soaked on the way over and were too late to see it).
So I am left wondering why this has happened and why no one could address the issue before it became a problem. I got the feeling that they were simply hoping that the 4 people who’d booked simply wouldn’t turn up and there’d be no problem.
As it stands, I can’t ever see myself going back to the Savoy or any Omniplex Group cinema again. It’s shabbiness of the highest order that something like this could happen and there really isn’t any excuse when there’s a reasonable choice of cinemas in Dublin.
So, dear readers, I would ask that if you have had any poor experiences with this cinema or this group, please leave a comment, I would like to bring it to their attention.



