Customer “Service”
Last night we went to see Wall•E for a second time, because it was such a great flick.
We saw it at the cinema in Amherst, Nova Scotia, which is part of the Empire Theatre chain, the same chain that runs all of the cinemas in Moncton (Trinity Drive) and Dieppe (Crystal Palace).
When we got there the box office was closed; instead, all customers were to line up at the junk food counter, even if they only wanted tickets.
There are a few ways to look at this:
- maybe they’re having technical problems (debit system or cash register isn’t working at the box office); I’ve seen this at this theatre before, though, so this seems unlikely, plus there’s no “out of service” signs that I noticed.
- maybe they want to save a bit on staff, so they don’t have anyone at the box office
- maybe they’re hoping to make extra cash on sugar sales, since that’s where the real money is
Personally, I’m leaning towards a blend of #2 and #3.
While this wouldn’t be such a nuisance on a slow night, Wall•E was packed last night, and so the two lines were 6–8 people deep when we got there, and each of those people had a number of children with them. So, in addition to sorting out admission, everybody had to have popcorn/chocolate/candy/pop/nachos/seafoodplatters chosen and paid-for.
An example might help here. We arrived 10 minutes before showtime. Does that seem like enough? In May, 1999, when people were literally camped-out for days all over North America to be first in line to see Star Wars Episode I, we showed up at this theatre half an hour before it opened — on opening night — and were 4th in line.
Wall•E’s been out for weeks, and this was on a Monday night. If it hadn’t been for the commercials (not movie trailers; TV commercials) before the show, the kids with us would’ve missed the short before the movie. All so they can sell more popcorn.
Were I a parent bringing children to the movies, a parent who didn’t approve of the “food” they sell at the movies, I’d be pretty pissed that they were making me buy tickets at the “food” counter, and I am pissed that I spent nearly 20 minutes waiting and nearly missed the start of the movie (as many people behind us in line did), just so they can save a few pennies.
It’ll be a long time before we return.
Chris Said,
July 15, 2008 @ 9:52 pm
When I was at MTA, every time I’ve been at the Amherst cinema (2-3 times) they’ve never had the box office open. #3’s probably the best reason, since it’s apparent they have no trouble hiring people for the concessions.
Rob Said,
July 17, 2008 @ 12:21 pm
Thank’s for the heads-up. I may not be taking any money from the Empire empire, pre se, but Moncton it will be for Lauren and I.
Chris Said,
July 17, 2008 @ 2:07 pm
That’s the trouble with near-monopolies, isn’t it? I guess there are still other ways to be entertained…
Rob Said,
July 19, 2008 @ 10:06 am
It appears to be a corporate policy. Crystal Palace was operating the same way on Thursday.
Although, to be fair, I’ve always argued that the regular box office is ill-conceived, as it’s located out amongst the noise and turmoil of the arcade games and amusement rides.
Chris Said,
July 19, 2008 @ 9:35 pm
You know, in an age where the MPAA is complaining endlessly about internet piracy, you’d almost think that theatres would be looking to improve customer service, not put their energy into new ways to piss off paying customers.
Just goes to show how naive I am, I guess.