7 Mar – TGV Cinemas has recently apologised for the previous issue concerning an incident during the screening of "The Batman" that happened last Saturday at TGV Vivacity in Kuching, Sarawak.
The apology came following a viral Facebook post from a cinemagoer, who claimed that the 7.15pm show of the movie that she went for was restarted after 45 minutes in, with a staff coming in to tell the cinema audience that there were others who just arrived.
The incident has been trending on social media since some patrons have also shared their experiences.
In response to the issue, the management released a statement of apology, and later revealed their investigation result, saying that there were no "VIP treatment" involved in the incident, except that it was caused by the previous technical issue at their IMAX hall.
According to TGV, there were delays in the IMAX hall for the morning and afternoon shows that day due to a technical issue, and that following a fix, the team was able to start the 7.15pm show on time. However, due to miscommunications, some of the staff had presumed that the 7.15pm show would also be delayed and informed 80% of the customers waiting at the foyer to come in later, despite the show already screening at the time.
"The decision to stop and restart the movie, we acknowledged, has inconvenienced our customers and, as stated in our initial statement, is not in keeping with our screening policy. We assure you that we are taking corrective measures to ensure this is not repeated," TGV added.
TGV also reiterates and assures everyone that the decision to restart the movie was not influenced by any VIP late arrivals, and sincerely apologises for the inconveniences caused.
TGV also revealed that they will provide full refunds to impacted guests, in addition to two complimentary movie tickets.