BLACK SCREEN Half way through the Movie

Myself and a few family members went to see the new "****** on the Orient Express" movie at Forest Hill Mall on 2017/11/28 at 11:45am, half way through the screen blacks out with only sound playing indicating the movie was still going on, at the most important part of the movie where it being a detective movie, the main actor unveils the ******er. We were sitting for approximately 15-20min of waiting for the image to come back on. I chose to run outside looking for the Manager where a young man sent someone to switch on the image again. Missing that much of the movie we still watch the last 15min that was still left of the movie.

After leaving the Cinema 3 I confronted the Manager (Ndumiso Shabalala) with the situation where he firstly said he was not aware about the situation and then all of a sudden changed tone, expressing his apologies. I told him that I am sure that your policy says something a long the lines of giving complimentary tickets for either power failure or people not being able to watch a movie.

He refused and said that only if the customer chooses not to watch the movie further they issue complimentary tickets but not if the customer finishes the movie. Where I explained that even though we finished watching the movie we did miss the crux of the movie. Just to clarify, if I did not run out of the Cinema looking for someone to fix the problem, no one would have finished the movie because it would be black screen till the end. Why must I as a customer run around to get someone that is there to ensure my comfort as that is what we pay for.

This is unacceptable, I don't care that it will not happen again, the problem is that it destroyed the whole experience of enjoying a movie or at least watching the whole movie. You can't expect a customer to buy another ticket to watch the movie again because of your faulty system, that is pathetic!