To all the staff members at Kingston Odeon,
Today I visited your cinema with my two younger brothers (aged 3 and 5) and grandmother who is currently over from the USA visiting us. We went in to see the Minions movie as my brothers are obsessed with the little yellow trouble makers. We used the self service section to purchase our tickets but then went to buy drinks and snacks for the film. The man who served us was incredibly friendly and helpful and made us feel important. The woman checking our tickets was smiling and sweet. She pointed us towards the escaltor going down to our screen and off we went.
That was when it went wrong.
My 3 year old brother is scared of escalators and his panic over getting on it cause the older one to panic and fall, dropping his popcorn. I couldn't find the emergency stop button so dropped all my stuff, told my youngest brother to stay put and went running down after him to pick him up as my grandmother could not really help him. We reached the bottom, got off safely and hit the emergency stop. I ran back up the stairs to see another man had come along to help keep an eye on my brother and see what had happened, clearly having been called over by the girl at the ticket desk. He stayed with my brother, until I got back, gave us a new popcorn bucket and two more toys from the kids mix as both of my brothers had clearly been scared and distressed. He also topped up my own popcorn which my brother had accidentally knocked over. He pointed us towards the elevator which made my brother feel much more comfortable.
After the movie we took the lift back up to the foyer where we were stopped by the manager to ask if we'd been given our vouchers as both my brothers were dressed as minions. She then fetched vouchers to give them both free entry to another film within the next month and took a picture of them both dressed in their costumes.
Overall, we were really impressed with the help and service, especially as it was the 3 year old's first cinema trip. I hope that this reaches all the staff involved as I would really like to thank them for all the effort put into their jobs. As somebody who works in customer service, I know it's not always easy and that you can very quickly lose your enthusiasm.
You were all amazing!
Much thanks,
The sister of the two boys in minion tops (that everybody commented on!)
