Vue cinema

waileywoowoo

Not sure if this is the right place for this or even the right forum, so sorry if it's not.
This will probably seem like a trivial matter but it's always the way that trivial things are sometimes the things that just get you the most huh!

Basically 5 of us went to the Vue cinema in Inverness a few weeks ago. This is a 2 hour trip each way (4 hour total) for us as we live in the Highlands and the Vue is our nearest.
Anyway, not long into the film the Highlands had a power cut and so we had to take vouchers to come back and watch another film another day.
So we handed our tickets over and got the vouchers.
Now I've been informed that we cannot use the vouchers under the same terms as which we bought the original tickets and we're wondering what our rights are.
Basically we always pre-book seats because of the travel distance and we always pre-book VIP seats purely for the comfort. Both of these were done for this last film.
Vue customer services have told me that we cannot pre-book seats and VIP seats will be "upgraded at managers discression" on production of our receipt.
Firstly the receipt was taken by Vue along with our original tickets in exchange for the voucher so we have no receipt and secondly how can the VIP seats be "upgraded at managers discression" when that's what we originally paid for?

Like I said, may seem trivial but we're going to use them for Harry Potter, a very popular film and we cannot risk such a long journey without at least guaranteeing 5 seats when we get there.

Thanks for any advice

pinkshoes

I'd write to their head office, and point out they're being unfair, given the distance you have to travel.

I'd state that unless they can offer what you paid for, then you want a full refund.

Flyboy152

pinkshoes wrote: »

I'd write to their head office, and point out they're being unfair, given the distance you have to travel.

I'd state that unless they can offer what you paid for, then you want a full refund.

Indeed. I would also add that a receipt is not the only proof of purchase required. As I presume you paid by credit or debit card, the statements for these would be sufficient. Also you could try your card provider to ask for a charge back. You should be entitled to a refund anyway, not just a credit note.