THE strange case of the children banned from the Odeon Cinema after 7pm shows that lessons can always be learned about customer care.
Jack Myall, 16, and his 14-year-old sister, Emmeline, had taken their seven-year-old cousin, Angie, to see Toy Story 3 and had bought their tickets but were then stopped from going into the film by a manager.
She said rules stated that no-one under 12 could go in after 7pm without an adult, but then struggled to find any evidence of the rule.
She finally found it in some small print, but in the meantime the youngsters were turned away.
Would it not have been better customer care to have let them in this once?
And the second point is that if the cinema has such an important rule surely it is duty-bound to display it prominently in the cinema and on its website.
