AMC/Stubs

AMC Same Day Refund Policy

THIS IS NOT TO BE ADVERTISED

Post-showtime refunds are allowed at the Call Center level for AMC Theaters:

o If the transaction requested for the refund is for the same day

o Up until midnight, the date of the requested transaction in the Theater's time zone.

o AMC customers can receive a refund/exchange after tickets are picked up only if they have not seen the show.

Verbiage - example: *** Were you able to see the show?***

All other policies remain in effect.

Reserved and Non-Reserved Seating Policies

Regardless of whether auditorium seating is “reserved” or “non-reserved” Fandango guarantees all Customers who purchase through Fandango.com a seat.

***Note: Fandango guarantees the Customer “a seat” not the seat they prefer.***

AMC Rewards Refunds

Prior to showtime.

You should process the Refund/Exchange as normal. AMC will return the points on their end automatically.

However, after showtime, being this Customer purchased 100% with AMC Rewards points, we would level-set with the Customer that points will not be returned and are lost.

o The only instance where we would direct the Customers to AMC is on the recommendation that the Theatre might be open to returning the points – but this is at the Theaters sole discretion.

§ I would only recommend this alternative for escalated Customers – or if the Customer has a really good reason.

***All before showtime instances should be performed at the Call Center level.***

AMC REWARDS

We are now able to process the tickets back to inventory, which will allow AMC to credit the customer for their points that were used.

Please review the following screenshot of the procedure:

Refunds & Exchanges:

For transactions with AMC Rewards - The refunds and exchanges screen will be updated where every ticket purchased will be broken out with the exact amount. The reason is that the same ticket type could have a different value based on how the reward was broken down within the order. The max value will be the ticket price minus the reward, but the reward will be called out in case agent needs it.

The AMC Reward will be returned to the user’s AMC Stubs account by AMC when the inventory is returned. For partial or post showtime refunds where inventory is not returned, agent will need to let customer know that they will not receive their AMC reward back.

AMC STUBS

AMC'S A-List is the most recent upgrade to the AMC Stubs membership program. Previously, AMC had 2 tiers of membership (Premier, and Insider). Below are the tiers in order, and their perks.

AMC A-List Membership

See up to 3 movies every week in IMAX®, Dolby Cinema, RealD® 3D, digital and more for just $19.95/month (+tax).

AMC (AMC Stubs) and Marcus (Magical Rewards) are the only loyalty cards that Fandango honors by waiving the convenience fee.

However, Fandango allows Customers to upload loyalty cards for other Movie Theaters who in return allow their end-customers/patrons to earn points with their chain through Fandango transactions.

Agents are required to validate Customer claims that their convenience fee was not waived.

 Was the Customer logged into their VIP account when making the transaction?

o Escalate incident to Site Support requesting how this transaction was purchased – VIP Account or Guest Checkout?

 Is the loyalty card uploaded to the Customer’s VIP account?

o Admin Tool>By Purchaser email>Search> Tickets> Click on Customer Name On the screen below, the Customer’s loyalty card will show. If not, this is the reason the convenience fee was not waived.

AMC Stubs

 The convenience fee is always waived at the Stubs Premier Level

 If the Customer is a Stubs Insider level member, the convenience fee is waived when 4 or more tickets are purchased.

o When Customers contact about the convenience fee, Agents are required to inquire about the AMC Loyalty Card level is the Customer.

Agent Script: Are you an AMC Stubs Insider or AMC Stubs Premiere Loyalty Card holder?

***Note: When removing a Loyalty Card from a VIP account, use the backspace rather than the delete key – then save. ***

https://www.amctheatres.com/amcstubs