Hoyts cinema – TV Central has recently introduced theatrical movie previews and reviews to its website. That means attending cinema preview screenings, reviewing movies and giving readers the latest movie news and trailer clips.
However, watching the movie at a cinema, can often add or take away from the enjoyment of the film, based on the quality of the cinema experience itself.
I strongly believe that the quality of the customer experience is only as good as how they handle customer complaints.
In that regard, Hoyts cinema did not pass the pub test on Saturday 24 February.
During the film Bob Marley, Hoyts Karrinyup experienced two power failures during the movie, the latter of which led to the abandonment of the film with 20 minutes remaining. The power surges did not affect all cinemas, nor did it affect the larger shopping centre. The power failures were internal issues, related to the cinema.
Putting aside who’s fault the actual power failure belonged to, the following events occurred.
- Customers were left in the near dark for about 10 minutes before a staff member came in to announce, ‘there has been a second power surge, but please remain seated as the movie will recommence in about 5 minutes
- After about 10 minutes of nothing, staff let in new customers into the cinema that were there to see the next session of the same movie. The cinema was therefore full of some people awaiting watching the last 20 minutes of the film and some awaiting the start of the film
- Customers were only offered cinema vouchers and customers that asked for refunds were refused, despite Consumer Law stating that customers are entitled to a refund
- Customers were not offered compensation such as complimentary food or drinks as might be appropriate (rather than legal)
- When I approached the duty manager personally asking for a refund, he stated that he had no idea how to put through a refund through the till. I did end up accepting four cinema vouchers. He stated that he did not have any physical hard copy vouchers but would email them to me within 2 hours. He never did.
The quality of the service and experience at Hoyts was poor but at least they have an online customer feedback / experience section of their website for concerns or complaints, right?
I wrote to Hoyts both as a customer and as a media writer with details of this story for their reply. Hoyts did not reply to either. I did ring their corporate number to speak to someone and my details were given for a call back. No return call.
TV Central will be writing a small review about the cinema experience in future reviews and I do hope for a much better experience. At $30 a ticket now for an adult, Hoyts should be treating their customers with a quality experience and returning calls or complaints to their website with some promptness and courtesy.
Link to Hoyts feedback HERE
Hoyts cinema
TV Central Cinema Releases HERE
