Unaccpetable Cinema Lochlogan

I am writing to express my profound disappointment and frustration with the service and experience I encountered at the Nu Metro cinema at Lock Logan. Last Friday, I booked four tickets for myself and my three grandchildren for the 15:30 showing of “Despicable Me.” We had eagerly anticipated this outing for several weeks, and our seats were M-8 to M-11.

Upon arrival at the cinema foyer, I observed that it was overcrowded with school children in uniform, and the place was extremely busy. Having booked our tickets a week in advance, I did not anticipate any issues with seat allocation. However, this is where the chaos began.

We joined a very long queue to purchase popcorn and drinks, but it was a nightmare trying to get served. The school children continuously pushed in front of us, and the queue barely moved. I noticed there were only two employees serving behind the counter, which directly contributed to the slow service. We joined the queue at approximately 15:15, and by 15:40, we had not even moved a meter and were still far from the counter. My grandchildren became anxious about missing the movie, so we decided to forgo the refreshments and entered the cinema without them.

At the cinema door, the attendant informed me that we needed to wait while he sorted something out. The chaos continued as school children entered the cinema without tickets, adding to the noise and disorder. After about five minutes, the attendant returned and informed me that the cinema was sold out due to a school booking of 250 kids. I was furious and showed him our tickets, which clearly indicated seats M-8 to M-11, booked a week prior. Additionally, I showed him on the Nu Metro app that the seating map displayed many available seats, with only a few sold.

The attendant then informed me that the manager had not yet printed the tickets for the school booking and suggested we enter the cinema and find any available seats. I insisted on speaking with the manager to clarify this chaotic situation but was told the manager was not available. Not wanting to disappoint my grandchildren, we entered the cinema. Inside, even more chaos ensued as people struggled to find seats together. In the end, my grandchildren had to sit on the carpet in front of the screen, and I sat on the steps.

This experience was unacceptable and incredibly disappointing. I expect a prompt response and a satisfactory resolution to this matter.

Yours sincerely,