HELP! Massive problem with Cineworld cinema tickets.

merryblue

Ok, not a massive problem but I am £32.30 out of pocket and that is a lot of money to me.

Two weeks ago I booked online 4 cinema tickets for Pirates of the Carribean through Cineworld. When I turned up at the cinema and went to collect them from the automated machine my booking was rejected.

So I spoke to the 12 year old manager who informed me that several people had had the same problem that day and there was a fault with the ticket machine. She checked my booking and told me that the money had been refunded back onto my card. However... as the cinema was so busy they had resold our seats and we were unable to watch the film.

Two weeks later I checked my account and the money hadn't been refunded, so I rang the customer "helpline". I was informed that it was Cineworld policy that all tickets are non-refundable. I explained (many times) to the call centre monkey that I had never received my tickets and it was their fault and not mine that this purchase had not taken place. Eventually the call centre guy said that the only way I could have a refund is if I buy another ticket for the cinema then they would refund the cost of the other tickets?!?

This is madness, I don't want to buy anymore tickets as I rarely go to the cinema. What can I do to get my money back? Surely they can't just say they're not going to pay it??? Any advice would be gratefully received.

ekkygirl

Is it possible to do a chargeback to your card? As you have been charged for something you didnt recieve

lokiman

merryblue wrote: »

Ok, not a massive problem but I am £32.30 out of pocket and that is a lot of money to me.

Two weeks ago I booked online 4 cinema tickets for Pirates of the Carribean through Cineworld. When I turned up at the cinema and went to collect them from the automated machine my booking was rejected.

So I spoke to the 12 year old manager who informed me that several people had had the same problem that day and there was a fault with the ticket machine. She checked my booking and told me that the money had been refunded back onto my card. However... as the cinema was so busy they had resold our seats and we were unable to watch the film.

Two weeks later I checked my account and the money hadn't been refunded, so I rang the customer "helpline". I was informed that it was Cineworld policy that all tickets are non-refundable. I explained (many times) to the call centre monkey that I had never received my tickets and it was their fault and not mine that this purchase had not taken place. Eventually the call centre guy said that the only way I could have a refund is if I buy another ticket for the cinema then they would refund the cost of the other tickets?!?

This is madness, I don't want to buy anymore tickets as I rarely go to the cinema. What can I do to get my money back? Surely they can't just say they're not going to pay it??? Any advice would be gratefully received.

If they failed to provide the tickets to you, they cannot force you to accept a credit. It's no different than if you went to Dixons, paid for a TV and then were told that the model you'd requested had been discontinued, but that they'd give you a store credit for another item of your choice.

vetfred

I don't know what law they think they live by but it's not UK law!

I would put it in writing stating:

* Original booking with dates, which Cineworld etc
* What happened there
* What happened since (the phonecall and what they've told you)

Their website says: "Can I cancel a booking? Cineworld have a non-refundable ticket policy."

Fine, but you did not cancel so this policy doesn't matter in your instance. You were let down by their machinery not working coupled with the fact the cinema then sold on those seats already booked by you. Because they did not provide you with the seats for the movie you had paid for, they owe you a full refund of the 4 tickets.

Tell them that you appreciate they wish to make further money from you by telling you that the refund will only come once you've gone on to purchase more tickets, but that this tactic is not supported by the law which states you are rightfully owed a full refund without conditions attached.

Obviously it was a waste of time going and a waste of petrol too but whether you want to point that out...