Club Vue

After having the app for over a year there are ongoing problems including constant account sign-out (so having to sign in every booking), payment failure using a Monzo virtual Mastercard (have attempted to add / use it multiple times on different dates, no problems anywhere else with this card, fails in the app and on the website when attempting payment, having to use Apple Pay to pay with the same account), favourite cinema list coming up wrong even though correct in account preferences, imported film-specific art background colour of e-tickets often obscures vital screen and seat information (so having to squint at it in the dark while climbing stairs), cancelled bookings still appearing in ticket history, and most annoying of all, e-tickets disappear from lock-screen wallet when ‘suggest on lock-screen’ is turned off (so you have to turn it off, or put up with the ticket being suggested constantly from the moment you book it, which could be weeks before, and then you have to go into the OS and open Wallet from there to show it, or remember to turn it back on before you go out). The basics of this app work well and it has many useful features but these technical problems are not really acceptable and there has been plenty of time now to iron them out…please Improve!

Very sad to know that VUE only give you a 3hr window to refund tickets prior to the start time, other companies give you an automatic refund if you don’t show up, when your working with children it’s not always convenient to cancel a booking within the timescale VUE allow, it’s 4pm & the child I’m caring for doesn’t feel well & doesn’t want to go anymore, the movie starts at 5pm, I have had to call VUE’s automated service which took 8mins before I was able to speak to anyone & was advised that due to the time I’m calling they can only offer a rebooking & not a refund, which contradicts their own 3hr policy. The system at Odeon is far more customer friendly

Like the Vue website, this app shows a tendency to focus on design instead of functionality. Can’t book tickets on app. Process breaks down at payment, with error message saying something in ‘background’ not working. Disabled VPN on phone (iPhone 11) as I thought it was the problem, with same result. Was able to purchase ticket on Vue website with same card and VPN on. Then despite Apple Wallet clearly showing as option on app, app says it dan’t save ticket to wallet with no explanation. There are bigger problems in the world and it’s not that serious in the grand scheme of things. I just hate the way big companies are so disrespectful and take customers for granted. Vue site & app need a simpler, not black(!) background design. This awful black background is not only unattractive, it makes it hard to read the screen and find things. Darkness in cinema is one thing but it does not work on devices. App & site need to be simpler to use and need to deliver what they promise.