Fandango charges even if kiosks don't work

We used fandango to purchase a couple of movie tickets. Got to the theater and the kiosk couldn't recognize the confirmation number or the credit card and after several failed attempts, had to wait in line to get the tickets at the window. So, we spent the 2 bucks service charge for nothing. I wrote fandango and all I got was an apology - I only asked for refund on service since there were no service rendered.

Fandango should not be allowed to get away with keeping service charges when their service fails - I know it's only 2 dollars, but it's the principle that annoys me. I will not use their service and I'm pretty sure I'm not the only one.

Here is their reply:

Dear Susan,

Thank you for your email and taking the time to voice your concerns.

We would like to offer our apologies for the less than perfect experience you had with Fandango and our theatre partner, Regal Cinemas Bridgeport Village Stadium 18 & IMAX. This is not the experience moviegoers who use Fandango should have.

Please be assured that in conjunction with our theatre partners, we are in the process of streamlining our ticket redemption process. Additionally, a representative from our organization will be in contact with Regal Cinemas Bridgeport Village Stadium 18 & IMAX to see if we can assist in rectifying the problem with their kiosks. The kiosks are owned and operated by the individual theatre, not Fandango. It is with regret that we cannot offer you a refund of our service charges due to kiosk malfunction.

While a self-service kiosk does provide for a convenient method to redeem tickets, it is not the only method. We understand that there may be times that a kiosk is not functional, so we do make an effort to make sure our customers are aware that other redemption resources are available in these cases. The order confirmation page does instruct our ticket purchasers to "ask Theater Personnel for help or ask them to call Fandango's Theater Support Hotline " should any problems arise.

We are continuing to grow and improve, and we truly hope you will give Fandango and our theatre partner Regal Cinemas Bridgeport Village Stadium 18 & IMAX another chance to prove ourselves to you in the future. Again, please accept our apologies and let us know if we can answer any further questions for you.

Best Regards,

Nicole

Fandango Customer Support

www.fandango.com

Wireless access: mobile.fandango.com