Cancelled Show

This is a guide to assist Duty Managers in dealing with a show which will either definitely or possibly have to be cancelled. If you are reading this in a panic as everything is broken, read the first section (Cancelling a show before ticket sales) if you have yet to start ticket sales, the first part of the second section (Before the show is cancelled) if ticket sales are underway, or the second part of the second section (Refunding tickets) if the show has been cancelled and you now need to refund tickets.

Keep in regular contact with the projectionist and any other relevant actors, and be sure to keep the audience updated as much as possible.

Good luck!

Cancelling a show before ticket sales

Sometimes a problem will be identified which could affect the running of the show before ticket sales have started. This can include, but is not limited to, a problem with the film, an issue with the projector, the absence of a qualified projectionist (or Duty Manager), or a problem with the theatre. In this scenario, the following steps could be taken:

• Help solve the issue if possible, or get in touch with an appropriate Crew or Exec member who can help. Remember that the Contacts Page is available to view in the Communications section of the website - you have to be signed it to view it.
• If necessary, Campus Security can be contacted to assist with any relevant issues - for instance to do with the theatre or health and safety. You can find their emergency and non-emergency numbers on the back of your university ID card.
• Keep an eye on the time. You should aim to be out at the tills at the regular time, whether or not the show will actually go ahead.
• If it looks like the problem could be solved, but this is not certain, do not commence ticket sales. You should make regular announcements to waiting customers informing them of the latest situation, and if possible state when you will next provide an update. You should brief stewards on what to say, as you will likely have to leave the tills on occasion to check with the projectionist or whoever is dealing with the issue.
• If the problem cannot be resolved in an appropriate timescale (for instance, if the issue will take an hour to fix, it might be better to reschedule rather than delay), then the show will have to be cancelled. This decision should be agreed by both the Duty Manager and the Projectionist. Ideally, a member of the Exec should also approve the decision.
• Make an announcement to inform the waiting customers that the show has been cancelled, giving the reason if possible. It should be said that the cinema will endeavour to reschedule the film if possible, and that people should check social media and the website as any updates will be announced there.
• You should wait at the tills until at least the usual end time of ticket sales so that anyone who arrives late can be informed that the show is cancelled.

Cancelling a show during or after ticket sales

Unfortunately, issues can sometimes arise during or after ticket sales.

Before the show is cancelled

• If there are customers inside L3 or waiting to enter the cinema, try to make an announcement as soon as possible, especially if there is a visible problem (such as the screen going dark). Even if you do not have any information to offer, making an announcement at least reassures the audience that someone is on the case. Make regular announcements after this, and if possible state when you will next provide an update.
• As above, help solve the issue if possible, or get in touch with an appropriate Crew or Exec member who can help. Remember that the Contacts Page is available to view in the Communications section of the website - you have to be signed it to view it. Campus Security can be contacted to assist with any relevant issues, and you can find their emergency and non-emergency numbers on the back of your university ID card.
• If ticket sales are still in progress, it might be wise to halt them until the issue is resolved in order to avoid dealing with the hassle associated with refunding even more tickets as outlined below. Make an announcement to any waiting customers informing them of the issue. Encourage them to wait around in case the problem is solved soon, and assure them that the film will not start without them in the event that the film goes ahead. Brief stewards on what to say to customers as you will likely have to leave the tills on occasion to check on the situation.
• If the problem cannot be resolved in an appropriate timescale (for instance, if the issue will take an hour to fix, it might be better to reschedule rather than delay), then the show will have to be cancelled. This decision should be agreed by both the Duty Manager and the Projectionist. Ideally, a member of the Exec should also approve the decision.

Refunding tickets

• If the show has to be cancelled, all tickets will have to be refunded.
• Make an announcement to the audience to inform them that the show has been cancelled and to ask them to make their way to the tills to have their tickets refunded.
• Instruct stewards not to commence refunds until you are there to supervise them and they have been fully briefed. This is not a process to be rushed.
• It is advisable to swap out some notes for coins from the spare change. You will need it.
• It is also advisable to put DMs and/or experienced stewards on the tills.
• It is currently policy that the cinema should offer both a full refund and a complimentary ticket to customers if the film is not able to be screened in full after a ticket has been purchased.
• Customers who paid for their tickets by Eating at Warwick must not be refunded in cash. They can be offered the choice of either (1) the amount refunded to their Eating at Warwick account as soon as possible as well as a complimentary ticket or (2) two complimentary tickets.
• In cases where it is not possible for someone to be offered a complimentary ticket (for instance, if they are externals), they should instead be given the appropriate number of fully stamped loyalty cards.
• Stewards should ask to see the ticket, and should check whether it has a 'C' (denoting payment by cash) or an 'E' (denoting payment by Eating at Warwick) at the end of the transaction ID at the bottom. Stewards should also check to see if the ticket has a university ID number on it - if it does not, then a fully stamped loyalty card should be offered as it will not be possible to give the customer a complimentary ticket through EPOS.
• If payment was by cash, the ticket should be taken and the customer should be given a refund in cash. They should also be informed that a complimentary ticket will be added to their account that is valid at any standard screening in future. The back of the ticket should be marked to indicate what action was taken (for instance, 'R' for refund - make sure this is consistent across stewards).
• If payment was by Eating at Warwick, the customer should be offered the two choices. Once a decision is made, the ticket should be taken. The back of the ticket should be marked to indicate what action was taken (for instance, 'C' for complimentary tickets or 'E' for Eating at Warwick refund - make sure this is consistent across stewards).
• Stewards should be asked to bring any special cases to the attention of the Duty Manager. Details of the decision that is made should be noted, either on the back of the ticket or elsewhere. If elsewhere, make sure that the ticket in question can be identified, such as by university ID number.
• If a customer redeemed a loyalty card, they should be given a fully stamped loyalty card and a complimentary tickets (or, if it is easier, two fully stamped loyalty cards).
• If a customer bought a membership at the tills and received their first film free, they should be given the option of having their 'Member's Free Ticket' refunded (so that it comes up again at the next screening they attend) and they should also receive an additional complimentary ticket. If it is easier, the customer can be given the equivalent of two free tickets, be it by loyalty cards or complimentary tickets. The back of the ticket should be marked to indicate what action was taken - in this case, a more detailed note might be necessary.
• If a customer bought a membership at the tills and wants to have their membership refunded, then this should be done. Ask to see their membership receipt and ticket. Check the receipt for whether payment was by 'Cheque' (denoting Eating at Warwick) or cash. Note that even if their ticket says 'C', this doesn't mean they bought their membership in cash as free tickets on EPOS are typically processed as 'cash' transactions. If the membership was paid for by cash, the membership can be refunded through POS and the value of the membership refunded in cash. If the membership was paid for by Eating at Warwick, the membership can be refunded through POS, but the value of the membership must not be refunded in cash - instead, inform the customer that the value of the membership will be refunded to their Eating at Warwick account. In both cases, the customer should also be given a complimentary ticket. The back of the receipt and the back of the ticket should be marked to indicate what action was taken - in this case, a more detailed note might be necessary.

Cashing up and processing refunds

Once all customers have been seen to, then the administrative side of refunds will have to be dealt with.

• All tickets that have been 'refunded', either by cash or by the amount being returned to their Eating at Warwick account, should be refunded through EPOS, as for cashing up processes we will not have taken any money for these tickets.
• Tickets that have not been 'refunded' - such as for customers who paid by Eating at Warwick who choose to receive two complimentary tickets rather than a refund and a complimentary ticket - should not be refunded through EPOS, as for cashing up processes we will have taken money for these tickets, and we will be due the amount that we have taken through Eating at Warwick through these tickets.
• Note that, at present, tickets that are refunded through EPOS are completely deleted from the system, meaning that the only evidence that the ticket ever existed will be the printed ticket. As such, it is advisable to log all ticket information and the action taken on a spreadsheet. The following information should be included: university ID, ticket type, value of ticket, payment method, action taken. Space should be left on the spreadsheet for any additional information, such as for special cases or where a fully stamped loyalty card has been offered instead of complimentary tickets. It is not necessary to note down ticket ID and transaction ID. It can be useful for cases where a given customer has been sold more than one of the same ticket (this includes 'override') in order to distinguish between them. As such, there is no harm in noting this information down as well. Work through the tickets, updating the spreadsheet as you go, and note down when a ticket has been refunded through EPOS and when complimentary tickets have been awarded, including how many have been awarded.
• By the end, you should have a log of every single ticket sold, as well as the action taken for each. Check to see if the numbers you have tally up with the show report. If the numbers differ, there are a few possible explanations: you have made a mistake somewhere (it goes without saying, but please try to avoid this by being as careful as possible throughout the entire process); some customers did not request a refund (this has happened in the past - they might just not bother). Once all relevant tickets have been refunded (and deleted from EPOS accordingly), you should be left with just the Eating at Warwick customers who requested two complimentary tickets on the show report, as well as any customers who did not request a refund.
• From the log, you should be able to produce a list of customers to be given refunds through Eating at Warwick. It should have the following information: university ID, amount to be refunded. Pass this information to the Chief Duty Manager, or to the society's contact with Eating at Warwick if one exists.
• You can finally cash up as usual. It is possible that there will be some money (both Eating at Warwick and cash) to bank - this will be the case if any Eating at Warwick customers requested two complimentary tickets, or if any memberships were sold and not refunded, or if any customers did not request a refund. If there is a till difference, this could be down to an administrative error on your part, the incorrect change being given by stewards, or any of the usual factors that cause till differences on shows - the Idiot's Guide is your friend!
• Note that you do not have to submit the banking form right away - it can wait a few days, especially if there are irregularities or if you simply lack the cash to reset everything. Be sure to keep the Treasurer and the Chief Duty Manager in the loop.
• You will likely have exhausted the spare change supply: let the Chief Duty Manager know (with apologies!) so that they can restock it.
• In order to add complimentary tickets to a customer's account, go to 'Add Credit to University Member' under 'Duty Manager's Functions' on EPOS. Then, simply enter the university ID number, the reason for receiving, and the number of credits (complimentary tickets) to award. Make sure to keep a note on your log of whether each customer has been given a complimentary ticket yet, as only the IT Team have access to the database which shows complimentary tickets that have been given.

Final notes

• If it is the early of a double that has to be cancelled, talk to someone with access to the cinema's social media accounts about posting information regarding the late (i.e. whether it will be cancelled). If the late also has to be cancelled, ideally there should be someone waiting at the tills during the usual time period over which tickets are sold to inform customers that the show has been cancelled. If this is not possible, then signs should be put up at strategic locations around the science concourse and L3 to ensure that any customers who turn up can find out that the show is cancelled.
• If you are reading this to prepare for a cancelled show - good luck, and stay calm. The guide is here to help.
• If you have already dealt with the stress of a cancelled show - congratulations! Pat yourself on the back.
• The bulk of this article was based on lessons learnt from Nosferatu (which encountered technical difficulties prior to ticket sales but ultimately went ahead) and Vice (when the projector died halfway through the ads). If you're unfortunate enough to encounter another show that has to be cancelled, please add your experiences here to help future generations of DMs!