A few days back, i wrote a complaint letter to the Cathay due to the bad service rendered by the staff there. And, the theatre manager actually replied me.

This is what i send them:
Dear Sir/ Madam,
On the 26th Feb 2009, my 3 friends and I went to the Cathay, hoping that we could have a good relaxation after our exams. Nonetheless, never had we expect that we would meet such a rude staff over at the counter. It happens like this. A friend of mine, had a pair of complimentary tickets because he was double-charged upon checking his statement of accounts. Therefore, Cathay issued him a pair of complimentary tickets.He brought this pair of tickets to a malay staff, Murni, over at the counter of the Cathay. On the ticket, it was stated eligible for all movies including no-free list movies. We wanted to watch the show "the boy with striped pyjamas" and handed the complimentary tickets to Murni. Upon looking at that pair of tickets, she strongly insisted that we cannot watch that movie because it was stated " INCLUDING NO-FREE LIST MOVIES." We had a short conversation with her and her attitude towards us was utterly rude! We tried to explain to her that the show we wanted to watch was a NO-FREE LIST MOVIE. However, our explanation was rejected by her and she told us to confirm with the manager at Level 5 . We are a group of students but does this mean that she had to treat us with such rudeness. Leaving with no other choice, we went to Level 5 to verify with the staffs there. We were glad that we could use the complimentary tickets and not only that, we were treated with politeness.

I hope that appropriate actions will be taken to prevent such experiences from happening again.I believe the best solution is to let that staff undergo a Customer Service training so that she will know how to treat customers with a better attitude and with more politeness. Thank You!

From a disappointed customer,
Miss Goh Siew Ling



And this i what they replied me:

Dear Miss Goh,

Warmest greetings from The Cathay Cineplex!

I would like to extend my sincere apologies for the inconvenience caused during your visit to The Cathay Cineplex. I would like to assure you that we are doing everything we can to address the situation and to resolve this so as to ensure that it does not occur again.

Upon investigation, the staff admitted that she had read the terms and conditions wrongly, thus causing the confusion over the issuance of tickets. Nonetheless, her attitude was still unacceptable and she will be given a warning letter for this. It is never our policy to practice double standard when serving customers, be it students or adults. The staff involved will definitely be send for a re-training course to prevent future mishaps. Hope these actions taken will be of some comfort for you, as we definitely want to ensure that valuable patrons like yourself are well taken care of.

Thank you for your support and we sincerely look forward to serving you better at your next visit.

Best Regards,
Aida Haizad
Theatre Manager
Cathay Cineplex Pte Ltd


Dont try to fool me with me because i am not someone to be easily bullied when i am ur customer. Too bad, Murni. Who asks u to be sooooooooo rude to us? We are students, so what? I learnt how to write a complaint letter in sch and so, the above letter is for u. My english is pathetic but at least i manage to convey my message to ur manager. =)