Which? uses cookies to improve our sites and by continuing you agree to our cookies policy

Vue customers hit by double Skyfall charge

James Bond causes Vue cinema’s website to crash

Cinema - popcorn and movie

Cinema-goers ended up paying more than once for their tickets as demand to see the new James Bond film Skyfall caused Vue’s website to crash at the weekend.

While some struggled to get through the booking process on the cinema’s website, customers who did were told their payments had not been successful causing many to try numerous times only to find they had been charged on each occasion.

People left out of pocket were then confronted with the prospect of being kept on hold for more than an hour as Vue’s 10p per minute helpline was overwhelmed with calls from angry customers wanting to get a refund.

Skyfall causes downfall of Vue’s website

The problems started on Friday and continued intermittently over the course of the weekend.

Vue said it had anticipated and prepared for a large volume of online bookings at the weekend, due to the opening of Skyfall, but its systems could not cope with ‘unprecedented demand’. 

A spokesman said: ‘Traffic to the website was the highest we have ever experienced, approximately exceeding our previous records by an additional 10%. This resulted in technical difficulties with the online booking system.

‘Measures have been put in place to mitigate the issue by reducing the availability of online bookings. This should prevent similar issues until the back end systems can be upgraded.’

Vue, which spent most of yesterday contacting people who had contacted them via Twitter over the weekend, estimates that 2% of its customers have been affected, but told us it will refund all duplicate bookings.

How to get a refund at Vue

Customers are being advised to contact Vue by calling its customer service line on 08712 240 240 between 9am and 10pm any day of the week. Where possible, customers are advised to call outside of peak hours in order to experience a shorter queue time.

If you were charged for duplicate tickets, Vue said it will provide a refund as long as the tickets have not been used.

Meanwhile, Vue is looking into issues that caused some customers calling the helpline being moved backwards in its queuing system. 

If you were affected by booking problems, you can have your say over at Which? Conversation.

More on this…

  • Avoid hidden ticket charges – a guide to your rights and refunds
  • Shopping online – stay safe with our advice
  • Card surcharges – read all about our campaign against ‘rip off’ card charges
Back to top