When Theaters Make Ticket Mistakes?

justzisguy asks: "During the third week in November I purchased 'Lord of the Rings: The Two Towers' tickets for the opening show at a local theatre. The kiosk I was using said 18 Dec. 12:00 AM as the time of the showing. I decided to purchase four, which came out to be a very reasonable $5.50 (US) each. I found out today that my tickets are actually for the noon showing (12:00 PM) even though the tickets are printed as a midnight showing, caused by a glitch in the computers. I have a final that conflicts with me seeing it at noon, so it is essentially midnight or nothing. I went to discuss the matter with management and they referred me to their 'no refunds or exchanges' policy and showed me a sign which has now been posted on the kiosk that explains that 12:00 PM tickets are really for 12:00 AM. I really don't want to purchase four new tickets at an additional $3.25 each. So here's my question: What is the theatre's obligation to honor these tickets?" While I'm sure the submittor would appreciate suggestions on how he can get the theater in question to live up to its obligations, there is a larger issue at stake here you should think about. What should one do when they find themselves in this situation with other commercial entities?

Comments

Re:Butting in before press time, here...

[xyzzy]

It's not an issue of policy at all. There was no little "midnight is noon" sign on the web site, was there? So then the theatre (or the online service -- Fandango?) sold you the wrong item. There are basic legal codes of commerce that apply here.

First, you're going to have to live up to the fact that you aren't likely to see the movie at midnight :-)

Second, try calling the online ticket service and see where you get. After that, for god's sake, call the credit card co! It's 99% likely you will get a refund! (in fact, I would simply have made that your first stop).

Last, if that doesn't work, write to one of those consumer complaint columns they have in practically every newspaper in the US.

Scalp your ticket

[n1ywb]

Problem solved.

Or argue with the manager, loudly, in the lobby, in front of lots of other people, untill he caves in and gives you a refund or exchange.

No obligation

[PhysicsGenius]

"12:00 PM" and "12:00 AM" are not meaningful terms. There is "12 noon" and there is "12 midnight". AM and PM are contractions for "ante meridian" and "post meridian" where meridian is the point where the sun is at it highest point (or same on the other side of the world). Therefore it makes no sense to speak of the 12:00 that comes before or after that highest point, because it is defined as being that highest point.

Thus they can put whatever letters they want on their tickets and it doesn't matter, because they said the "12:00" part and that was accurate.

Re:No obligation

[MacAndrew]

Huh?

Then 12:00 would be ambiguous -- meaning both midnight and noon?

Regardless, there is a standard understanding of what 12 AM and 12 PM are.

There, I've humored you enough.

Did you use a credit card?

[Breakerofthings]

Call Visa (or whomever) and ask for a charge-back. Tell them the theater refused to honor the tickets. They will refund your tickets. Just as importantly... Credit card merchants are evaluated on their chargebacks by Visa, et al. Too many (too high a ratio, or too many total) and they lose their merchant account. Once gone, it is virtually impossible to get back. Thus, MERCHANTS CARE ABOUT KEEPING CHARGEBACKS DOWN, which is one excellent incentive NOT to fuck your customers (at least those using cards). This mechanism is in place to protect people in similar situations... make use of it.

Small Claims

[Outland Traveller]

Sounds like a perfect case for small claims court. You can submit a claim yourself and do not need a lawyer. You may have to wait a while to get a hearing scheduled but once that starts the whole thing is usually over in minutes. You should be able to get them to settle with you, because it will cost them more than 22$ in time just to show up and defend themselves.

Even if they do show up, having the printed tickets as evidence should give you an easy win.

Check out your local laws!

A Couple of Options

[mcowger]

First, all throughout this process, get everyone's names that you talk to up front, and make sure you conspicuously write them down. People are more honest when they know they will be held accountable for their actions. Also, make SURE you are in public, next to the ticket line or something. You want people to hear this. If he asks you to go somewhere to discuss this, say the following:

"One would assume you are proud of how you treat your customers, wouldn't you want others to hear what you have to say?"

Go to the theater, and ask to speak with the manager. Normally someone will get you him or her quickly.

Remember to always be polite and kind - you want them to think they are being good people

Tell the manager your story, as factually as possible. Tell him about the lack of the sign, and show him your tickets.

Tell him he can make a happy and loyal customer right now. If he refuses to honor/change the tickets:

* Tell him you will be writing a letter to
* Tell him you will be disputing the CC charge
* Tell him you will speaking with the Better Business Buereau in your area.

Companies really care about their CC ratings (chargebacks are expensive for them, and Visa gets awefully pissy to the merchent when they happen). They also care abotu BBB ratings. Alot. More than you might think.

Lastly, ask for the phone # of the managers supervisor. Everyone gets scared of people calling their managers.