I arrived at the theater 30 minutes before show time with my sister and her friend for my sister’s birthday. I purchased my ticket but my sister and her friends both have movie pass. The attendant at the register did not know why their purchase wasn’t going through and we spend 20 min trying to figure it out before the manager said that too much time had lapsed and that’s why the cards were being declined. Now, I understand that the staff don’t know how to troubleshoot with movie pass, but this seemed like a pretty generic answer that should be common knowledge among staff for troubleshooting issues and helping the line move.

The manager was helpful in letting us know that my sister and her friend had to call movie pass to tell them to cancel the reserved order and that they had to re-order through the app. If only the first person told us this, we would have saved 20+ minutes.

Then I went to the concession line. We still had time to order food and use the rest room before the movie started so my sister and her friend went to the rest room and then in to see the previews while I waited on line.

I got to the front and tried to use a gift card to order my food only to be told that it wasn’t registering in the system. I went back to the same first guy and asked him to check the balance on my card. He said the strip was damaged but that he confirmed that there was $36 on the card. I went back to stand on line again for the second time, got up to purchase the items, and was told that there was only $14 on the card so I owed a $3 balance. This made no sense to me. I went back to that ticket guy and asked what happened and he didn’t know. He had zero ways of remedying my issue and didn’t know how the money just disappeared from the card.

The manager thankfully gave me two free movie passes to attempt to remedy the issue, but this was already over an hour after I arrived at the theater and had already missed the first 20 minutes of the movie. He politely asked if I wanted popcorn since the line was once again extremely long and I said sure because I promised my sister that I was going to bring her snacks, though popcorn was not what she wanted.

Needless to say, I never got my chosen concessions and didn’t have a chance to use the restroom before the movie started so I had to miss more of the movie to go half way through.

I was disappointed with the training of the staff at this location. They need better knowledge of how to handle pretty simple situations and how to respond when they mess up.