WIRED VS. NONWIRED THEATERS

POS Related Items | Schedule Pulls [Wired Theaters]

There are items that display on Fandango that are owned by the Theaters Point of Sale system (POS).

POS related items displayed on Fandango’s site, is 100% what’s reflected in the Theater's POS. In order to change what is displayed, a Schedule Pull (update) must be performed.

Theater Managers and their staff will contact the Call Center requesting these items be corrected, however, the first step is to ask:

1. When was the last time the POS was updated? *** Fandango performs auto updates to wired theater schedules every 2 – 3 hours***

If the Theater has not updated the information in the POS, advise them to do so at this time. Let the Theater Manager know the schedule will be updated 1 hour and a ½ from the time they perform the update to reflect the requested changes.

ONLY ESCALATE IF; The hour and a half timeline have passed and TH/TM has updated their POS.

POS related items should be categorized as follows:

Movie/ShowTimes (Missing/Incorrect)

Incident Handling Steps:

1. Category: Theatre Issue>>>Incorrect/Missing Show Times or Movie Title

2. Subject: Missing Movie/Showtime – [AA Code] – Incident#

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Internal Escalation Forms>>>SiteSupport-Missing Showtime

i. Provide required information for the escalation template.

6. Save & Close

Incorrect/Missing Ticket Categories

Incident Handling Steps:

1. Category: Theatre Issue>>>Incorrect/Missing Ticket Categories

2. Subject: Incorrect/Missing Ticket Type(s)-AA Code- Incident#

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: Site Support-Incorrect/Missing Ticket Type

i. Provide required information for the escalation template.

6. Save & Close

Seating Chart won’t Load

Incident Handling Steps:

1. Category: Site Support>>>Theatre Error>>>Seating Chart won’t Load

2. Subject: Seating Chart won’t Load-AA Code-Incident#

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: X Seating Chart Issue

b. Escalation: Site Support-Seating Chart won't Load

i. Provide required information for the escalation template.

6. Save & Close

Age Policy

Incident Handling Steps:

1. Category: Theatre Referral>>>Facility Information>>>Age Policy

2. Subject: Age Policy

3. Status: Resolved

4. Queue: Automatic

5. Standard Text

a. Customer: TH Info>>> Age Policy

6. Save & Close