I tried to take my kids to see the new release of Planes this Saturday. On my SK mobile app it said there was an 11:30 show at Eastgate. When I got there I bought tickets at the automated pay point in full view of staff. When we wanted to go in we were told that there were no movies today. I then stood in line for almost 30 minutes to try to get a refund. The manager left us standing there on multiple occasions, walked away a couple of times, shouted back at us, slammed doors and made me very angry. Other staff would also just look at you and walk away as you asked them what was going on. The refund process took so long that we were unable to watch the 12:00 show at Bedford Gardens. When I finally got a refund the manager told me that the movies for the entire cinema was cancelled because the projectionist didn't show up. This has left me with lots of questions for SK:
1) why can only the manager give refunds? This is why it took so long.
2) do you know that you wasted 2 hours of my time on my day off and really upset my kids? What will you do to change my mind about my view of SK?
3) what measures will you put in place to ensure this doesn't happen again?
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