This was maybe a month or two ago. We had only been open for the day for maybe a half hour.
I was just moseying around in the lobby and hallways for a bit as I decided what to have the staff work on and such.
Suddenly, a lady and her family came out of an auditorium. The lady walked up to me and said, "I'm sorry, but... Wait. You know what? I'm not sorry. I have a complaint!"
I was a little taken aback, but I was able to stammer out a "What can I help you with?
" while holding my "I'm trying to be pleasant, but not sure if you're going to start screaming or attacking me or something" smile.
The lady explained she and her family were here to see Frozen and they went in to the auditorium that had Frozen on the marquee (quick note: our marquees outside each auditorium
are digital and update automatically throughout the day with the current movie and showtime).
It didn't start when it was supposed to, so they came out to the hall and they saw the actual auditorium Frozen was playing in and me in that order.
My mind flashed quickly with possibilities of why the marquee could be wrong, or how they otherwise entered the wrong auditorium.
Maybe Frozen had moved theatres between days and the marquee hadn't updated for some reason. Maybe the ticket taker just directed them to the wrong place, but the marquee was right.
Maybe there was no issues on our end, I couldn't be sure.
I checked the time and saw that Frozen had indeed started about 15 minutes prior.
It would have only been a few minutes in to the movie (really it was probably still in the Get A Horse! short), but that's small comfort when the family was here on time.
So, after all that raced through my mind and I finished checking my watch, I looked up and saw the lady giving me an angry face. I kept my smile on and apologized.
I explained I wasn't sure what the issue was with the marquee, but I regretted she missed part of her movie. I offered passes and stated they would be at Guest Services after the movie for her.
I don't think she was expecting it and seemed pretty happy about. She hugged me which made me very uncomfortable, but I could tell she didn't mean to do so.
She said she'd had a bad week and appreciated the offer and the family went in to their movie.
I waited a Guest Services when their movie was meant to end, but I didn't see her.
I was a little worried she might have thought she could pick up the passes at some later time, so I made sure to communicate to everyone the story above just in case.
I shouldn't have worried, though. Fast forward to the following weekend. I was patrolling the lobby in the evening when I saw the lady sitting on a bench.
She walked up to me and introduced herself in case I didn't remember her (I did).
She told me not to worry and that she wasn't going to hug me this time. She apologized for potentially being rude the other day.
She said she appreciated the offer of the passes, but they realized later the whole thing was probably their mistake.
I told her the offer still stood anyway, but she turned the passes down and thanked me again for the offer.
Moral of the story: There are some nice people out there, too.