Not happy ith the service

My husband booked tickets to the Imax theatre for my birthday on saturday night, we couldnt make it on time due to an accident on the main road to Cape Gate, we were coming from the southern suburbs and unfortunately missed the show. i called the call centre to find out what can be done for me and the girl that i spoke to advised that she cannot assist me if i didnt report the incident at that time on the day and she wont be able to assist me. How can you not assist me if we paid already and had no control of the situation. This is pathetic service and i am disgusted that you can treat your clients in this way.