Rosebank Cinema Nouveau - confusion and chaos

On Tuesday 8 October I took an elderly and frail friend to see 'Pavarotti' , having first checked the Ster Kinekor website to ascertain times and theatres.The website advertised a 18:00 performance at Cinema Nouveau Rosebank. We obtained tickets at the counter where we discovered the starting time was in fact 17:30. We proceeded to the snack bar only to be told that we had to obtain vouchers from the ticket counter. This took some time as the ticket assistant required help from the snack counter assistant in order to enter the correct codes /prices. Cumbersome, time wasting and off putting! The serious problem occurred when we entered the theatre approximately 15 minutes before the movie was scheduled to start. The screen and theatre was in complete darkness and several people stumbled as they searched for the correct row and seat in complete darkness. It was only thanks to some kind soul who had a powerful cell phone light that I was able to seat my friend. One of the patrons went to find someone to correct the problem but without success. What was intended to be a pleasant outing turned into an ordeal for my elderly friend who is also sight impaired. Another point is that once we reached theatre 8 we found a snack bar and seating area - had we been aware of this we would have had a snack there instead of hurriedly buying ( with difficulty as mentioned ) something at the entrance. I noticed that no patrons were using this area - I suppose they would have had to go all the way back to the ticket counter to obtain vouchers had they wished to do so?? Elizabeth Spinks