KUCHING, March 7: TGV Cinemas today apologised to its patrons at its Vivacity Megamall outlet here after ‘The Batman’ film was restarted 45 minutes into showtime.
To compensate for the incident, the company has promised two complimentary tickets and a full refund to all impacted guests.
“We would like to sincerely apologise to all guests who have been impacted by the session delay for ‘The Batman’ at TGV Vivacity on Saturday (March 5) at 7.15pm.
“The incident does not adhere with our screening SOPs as all our movie sessions are to run on time as per schedule.
“As a token of apology, we will be issuing two complimentary tickets and a full refund to all impacted guests. Kindly contact us at feedback@tgv.com.my,” it said in a statement posted on its social media platforms today.
According to patron Fazillah Raduan, the movie started at 7.15pm until it was paused about 45 minutes later and one of the cinema’s staff came in to make the announcement that the movie will restart from the beginning.
He further said the staff explained that the decision to restart the movie was due to latecomers.
“Do you know what kind of planning and arrangement that I had to make just so that I can watch the movie? People bought the ticket according to the time which is suited best for them.
“Those people came in late and that is their problem regardless who they are,” he wrote in a Facebook post yesterday (March 6).
He went on to say that he had to endure another 45 minutes because of a group of latecomers to finish the almost three-hour film.
“One of the managers said (they) can give a refund. This is not about money, this is about fairness.
“Are you trying to tell me that me and the rest of the customers are less important than the latecomers? Come on TGV, please revise your SOP,” he added. — DayakDaily
