Fandango Customer Service

[HealyMonster]

Re: Fandango Customer Service

You reserved seats to captain America movie?

Spoiler

[KSUowls]

Re: Fandango Customer Service

I agree with most people in here. It's not Fandangos fault your cousin couldn't go. It's also part of their T&Cs. It's not their fault you didn't read them when you agreed to it.

Don't mean to offed you OP but here's my honest opinion.

I hate when people throw a fit because they don't like your policies. I'm speaking generally here; just because you can't make it, or have to leave early, or decide afterward you don't like it, doesn't mean I, the royal I, owe you something to make up for that. Refund, reduced rate next time, waived fee, whatever it is isn't something you should fight for it's something that is either offered or isn't. If it isn't then move on.

Most policies like this are in place for the smaller percentage of the population that will take advantage of it but you still have to treat every customer equally.

Sorry I haven't checked this in a while.

I'm not offended, but I don't think you understood any of my rant. I didn't throw a fit because of their policy. I told the various agents that I understand why they have a policy in place as they are to protect the company in 99% of all situations. However, my issue is with the lack of customer service came from a not unreasonable request. The very policies that you guys are referencing allowed for a refund of the entire purchase I made minus transaction fees. I only needed to return 1 ticket - transaction fees (fees I never requested to be refunded) and allow Fandango to retain all other revenue. What's better? Lose 100% of all purchases - all transaction fees (as allowed per the company policy) or keep ~75% of the revenue + 1 transaction fee from the remaining 25% revenue. Did they have to no, it's stated in their policy. Logically speaking though, it wasn't an unreasonable request given that their stated policy allowed me to go even further with the refund than I wanted.

The long and short of it. If you use fandango to purchase group tickets, buy them individually. Whether you think I'm throwing a fit or whatever I don't care, but I do encourage anyone using their service to follow that advice after this experience.

You charging separately isn't going to cost them anything different. It is a % fee not an amount fee for credit cards and a debit card is capped around $.20 per transaction.

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eh maybe. I shouldn't have made the that claim earlier as I don't know what kind of setup Fandango has with their merchants. Not all contracts are completely % fee based though. Some are transaction based, some are transaction + %, and these are not just limited to debit cards either.

[shugknight]

Re: Fandango Customer Service

I agree with Kehlis. Honestly when your cousin said he was sick and can't go you should have said too bad here's your ticket. Give me my $. If he was a good cousin he'd understand.

You can't cancel out on something that's set to be sold out. Then expect to be refunded. The chances the theatre sells that single ticket is probably close to none.

If it was any other movie other day you would have gotten your money back no problem. The fact it was for a sold out event and you expected a refund the day before the event meant it was a no from the beginning.

This time the theatre actually loses out.

Which is why they wanted you to cancel the entire order. It's easier for them to find 4 people wanting to go then 1.

I would have scalped the single ticket myself. If not full price you would have maybe gotten something out of it.

Sorry but I side with fandango on this one.

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[KSUowls]

Re: Fandango Customer Service

I've seen a lot of people say I should have asked my cousin for a refund. Who says I didn't? Also, as a good cousin, why wouldn't I make an attempt at getting a refund without him shelling out the money? It's not his fault he got sick and couldn't leave the house for a week. If all else fails then yeah he'll pay me back, but I'd hate to be the cousin of the person who wouldn't make an attempt to bail me out on something that was completely out of my control.

You are of course welcome to your opinion and I don't intend this to come off as how it is sure to sound but your logic doesn't really align with reality in this situation. Fandango is an intermediary offering convenience of purchases, not the physical theater selling the tickets. It wasn't sold out, though admittedly most of the good seats were already taken. This wasn't a case of it being a major movie premiere or how it's easier sell 4 tickets than 1 (I could have returned all 4 tickets and the above logic would have required another group of 4 or 2 groups of 2 in order to for Fandango to come out break even). They have chosen that their policy is law without compromise, which is sadly quite common from any business which enjoys a virtual monopoly in their industry.
At the end of the day I ended up getting a refund via Fandango credit, and repurchased the the 3 tickets I still needed with the credit, and that 1 seat that I lost was sold by the time I sat down to watch the movie. So I guess it wasn't that hard to sell it after all.

Again, yes I wanted to vent with the original post, but my main reason for the post was to advise potential Fandango consumers on how best to handle Fandango's hardline policy. I hope those of you who think I'm in the wrong still take my advice.

[kehlis]

Re: Fandango Customer Service

I've seen a lot of people say I should have asked my cousin for a refund. Who says I didn't?

Well...You didn't. How would any of us know? Without you stating you did we're left to speculate.

At the end of the day I ended up getting a refund via Fandango credit, and repurchased the the 3 tickets I still needed with the credit, and that 1 seat that I lost was sold by the time I sat down to watch the movie. So I guess it wasn't that hard to sell it after all.

So wait, this was actually resolved when you made this thread but you left that detail out?

[KSUowls]

Re: Fandango Customer Service

Well...You didn't. How would any of us know? Without you stating you did we're left to speculate.

Yes, but the speculation went far beyond what I could have possibly imagined...I spent 1 sentence out of 5 paragraphs mentioning my cousin. Why would I possibly think that so much focus would be on him?

So wait, this was actually resolved when you made this thread but you left that detail out?

Resolved in a different manner than I had desired, but technically yes it was resolved in some form. Though still not relevant to the overall argument that you are best served by buying tickets individually.

eta - at the time of the original post it had not been resolved.

[dickey1331]

Fandango Customer Service

If you bought tickets to a sporting event what would you expect them to do? Like off of Stubhub?

[KSUowls]

Re: Fandango Customer Service

If you bought tickets to a sporting event what would you expect them to do? Like off of Stubhub?

I understand the analogy, but I do think it's a little different. For one Stubhub acts as an intermediary for open market buying and selling of tickets that have already been purchased. There also seems to be a general difference between sporting events and most other ticketing venues in regards to returns. After all, unlike with sporting events there is a return policy for movies per fandango website. Full return minus transaction fees. It would have been a great customer service had they given a credit of convenience fees for the 3 tickets I needed to repurchase in order to come out net 0, since their system can't seem to do a partial refund. They didn't, lesson learned. If I use fandango again I will simply buy all tickets in separate transactions since these is the logic they require of their customers.

[mgoblue]

Re: Fandango Customer Service

I used Fandango cause I had a gift card and it was great (aside from the 3 buck or whatever fee they charge). The guy scanned my phone and it worked just fine.

The theater was a Regal one that had the awesome reclining chairs, so you pick your seat like a plane flight. We love that theater.

I'd use it again (it's the one linked by the theater chain itself), but not sure whether or not the fee is always worth it.