A local moviegoer recently shared an experience highlighting the importance of carefully reviewing ticket details when making digital purchases, after unintentionally buying a movie ticket for an unintended date and time.
The incident occurred when the woman purchased a movie ticket via a mobile application at approximately 10am on a Friday, intending to watch a movie at 12.15pm on the same day at a cinema in Mid Valley Megamall KL. The buyer arrived at the cinema as scheduled, only to discover upon scanning the QR code that entry was not permitted.
A subsequent review of the ticket revealed that the selected showtime was actually 12:15am on Saturday rather than Friday afternoon. The oversight stemmed from the “AM” indicator being missed during the purchase process, which is an understandable error that only became apparent at the point of entry.
Customer service response and ticket policy
Cinema staff explained that ticketing matters could not be resolved on site, as transactions are handled through automated systems. The customer was advised to contact customer service for assistance.
Image credit: Facebook
Upon contacting customer support via phone and email to clarify the situation, the buyer was informed
“All confirmed tickets are non-changeable and non-refundable.”
While the policy was clearly communicated, the lack of alternative options left the ticket unused and the viewing opportunity missed.
This experience serves as a practical reminder for consumers to double-check dates and time formats, particularly for late-night or early morning screenings. At the same time, it highlights how moments of disappointment can arise even when policies are correctly applied.
Image credit: Facebook
“I am a supporter of them, but I feel somewhat disappointed. If there were warmth and compassion embedded within their rules, I would love them even more,” she said.
As digital ticketing becomes the norm, clarify in presentation and a measured degree of flexibility may play an important role in shaping customer experience, especially when expectations and reality do not align.
Public reaction
Following the sharing of this experience, many individuals shared their views on the matter.
“I agree that 12.15am or 00.15am should be placed under the following day. However, in the end, the conclusion is still that you can only blame yourself for booking the wrong ticket, as you did not double-confirm the date and time.”
“I’ve bought the wrong ticket before — normally you can’t change it. Sometimes a manager may let you in, but if staff refuse, there’s nothing much you can do. The mistake starts with the buyer.”
“I get hers — it’s true the letters are small, but the post feels more like complaining about their bad luck and the cinema’s “indifference”.”
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