The Fandango VIP+ Rewards Loyalty program was developed to increase Customer engagement. Through the process of offering rewards, Fandango hopes to introduce Customers to other lines of business, insight a surge in ticket sales and motivate Customers and potential Customers to open VIP accounts. The Call Centers responsibility is to make this process; Friendly, Helpful and FUN! The Call Center is accountable for fully understanding the details of how this program works, be capable of seamlessly supporting customers and escalate any and all issues that negatively impact the Customers experience.

VIP + Standard Text

New Program

Must have a VIP account:

125 points earned per ticket purchased
Number of tickets to earn reward: 4 tickets
500 points converts into a $5 Rewards automatically
Expiration date: extended to 21 days vs 14 days

Bonus Points

Buy Tickets with MC (+50 points) Total of 175 points per ticket
No minimum for value placed on MC at least .01
Specific movie (TBD)

Reward previously you would receive email to redeem for Fanshop Fnow or F.com

Now Reward only for Fandango, FNOW

When choosing reward: You can only select specific movie for either FNOW or F.com

list changes weekly

All CUs will start at 0 for reward points.

Lifetime Points from Summer Promotion will still accumulate and count toward any future promotions.
Rewards are not stackable.

Can Cu change reward once selected? They can not change FNOW to F.com or vice or versa

CU can change movie selected as code is not specified for film, do not promote this, use verbiage as an one time courtesy what I can do for you is exchange your code for any film.

***Code must be utilized under a VIP account. ***

***Customer has the ability to Copy and Paste Code into FNOW and F.com***

Fandango VIP+ Rewards Program

Refund Requests

If a purchase was made with VIP+ Rewards

o Fandango.com - Self-service not available. Customers must call for a refund/exchange

§ Grant 500 points to the customer which will issue a new VIP+ Reward

o FandangoNOW

§ Escalate to Loyalty Queue in CRM

CRM

Fandango VIP+ Categories

VIP+ Rewards Program

o General questions

o VIP+ Points

§ Value inquiry 150 vs 125 points

§ Mastercard Bonus Points

Didn't receive - Before 24 hrs.

Didn't receive - After 24 hrs.

§ Missing Points from Summer Program

§ Didn’t receive- Purchased as guest

§ Didn’t receive - Outside campaign dates

§ Didn’t’ receive - Before 24 hrs.

§ Didn’t receive - After 24 hrs.

§ Didn't earn - Purchase made with codes

§ Missing Points - Tech Issue

o VIP+ Rewards Code

§ Value inquiry $6 vs $5

§ Code error

§ Code Expired

Extension request/Not aware of expiration date

§ Code already redeemed

§ Code Redemption

How to redeem

Can't redeem - Multiple codes

Product Exchange request

o Fandango to FandangoNOW

o FandangoNOW to Fandango

Refund / Exchange Requests

For all refund/exchange requests, we will use the standard categories in combination of any of the following payment types:

VIP+ Rewards payment/AMC Stubs
VIP Rewards/AMC Stubs
VIP Rewards/Apple Pay
VIP Rewards/Fandango Credit
VIP Rewards/ Fandango Gift Card
VIP Rewards/Google Pay
VIP Rewards/MasterPass
VIP Rewards/PayPal
VIP Rewards/Android Pay
VIP Rewards/Facebook Pay
VIP Rewards/ Visa Checkout
VIP Rewards/ Credit Card

Escalations

Email and Chat contacts

o To escalated Fandango VIP+ issues to Fandango’s corporate office, please select Escalated from the Status dropdown menu and Loyalty from the Queue field. Please ensure to add a private note that clearly states the reason for escalation.

Voice

o Soft transfer should be made to Fandango VIP skill.

AMC:

A. AMC Stubs Customer Earns VIP+ Reward and wants to spend the VIP+ Reward on tickets at Fandango.com

a. New AMC Stubs policy dictates we must apply any AMC Stubs “dollars” towards the purchase, up to the full transaction cost. It is not possible to replace the AMC Stubs “dollars” with the Fandango VIP+ Reward ($5)

b. If an AMC Stub’s customer has a VIP+ Reward expire because they could not apply it to a ticket transaction and calls Customer Care, ESCALATE TO LOYALTY QUEUE.

B. AMC A-List Customer Earning VIP+ Points on ticket transactions at Fandango.com

a. VIPs must pay at least $0.01 on a ticket transaction to earn points i.e., purchases paid with promo codes that cover 100% of the purchase or third party loyalty subscription programs will not earn points

b. Customers can pay with AMC Stubs, promo codes etc. and earn points. The only condition is there must be a balance (after they apply any promo code) of at least one penny that is paid by customer, with a credit card, payment wallet, Fandango gift card, or Fandango credit.

Mastercard Promotion:

A. Fandango VIPs that make a qualifying purchase using a valid Mastercard® on showtimes between November 19, 2018 and December 31, 2018 will receive an additional 50 VIP+ Points per ticket.

a. Bonus points are available while supplies last.

b. All rules regarding VIP+ Points will apply to all bonus points.

c. Promotion may end at any time. Purchases made using Masterpass, Paypal, Google Pay or Apple Pay will not qualify for this Mastercard® promotion.