A recent movie experience at PVR IMAX, Lulu Mall, Kochi, has sparked frustration among moviegoers. A viewer booked a 9:00 AM show for Mission: Impossible – Dead Reckoning and later shared their ordeal online. The incident points to major lapses in customer service and operations.
The viewer reached the venue at 8:45 AM but was asked to wait. By 9:45 AM, the staff cited a “content loading issue.” At 10:15 AM, the show was officially cancelled due to a “technical error.” No SMS or prior communication was sent to alert ticket holders.
Adding to the frustration, staff reportedly claimed all IMAX screens across India had the same issue. That turned out to be false. Broadway Cinemas, nearby, screened the same movie at 9:00 AM without any problem.
Customers waited over 90 minutes but received no compensation—not even a food coupon. Refunds were given at the counter.
Those who booked online were told to wait up to seven days. When customers tried to escalate the issue, the manager refused. He said he needed “head approval,” but the concerned official never showed up.
The incident raises serious concerns about how PVR handles customer complaints. Technical errors can happen. But giving false explanations and showing no accountability makes it worse. Customers deserve clear communication and basic respect for their time and money.
IMAX is marketed as a premium experience. That experience includes trust and good service—not just visuals and sound. Mishandling delays and avoiding responsibility damages brand image.
If left unchecked, such behavior could cost PVR customer loyalty and footfall in the long run.
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