Despite the glowing reception oft bestowed on it’s other accoutrements, the Arclight’s track record with online ticketing has always been less than stellar. Well, the shit must’ve really hit the fan over the last couple of weeks because Arclight CEO Christopher Forman just sent an email to members saying, in essence, “we know our site blows:”
As CEO of ArcLight Cinemas, I am excited by and proud of the movie-going experience we as a community have created. The high attendance levels during the holidays suggest that you and others appreciate that experience. And we continue to receive media recognition, including a recent segment on the Today show and the David Denby article in the current New Yorker, excerpted below.
I am, however, frustrated that we have not been able to fulfill consistently our promise of a hassle-free experience. During the holiday period and this past weekend, there were a number of malfunctions on the ArcLight Hollywood website (www.arclightcinemas.com). I experienced problems, and you may have done so as well. I want to apologize for any inconveniences or frustrations our website caused you.
Offering a unique website that allows you to pick your seats, print your tickets at home, and receive membership points is complex. We are aware of the limitations of our current site and infrastructure and are diligently pursuing solutions. Although we expect significant improvements to be made soon, we do not have an exact date on which they will be in place.
In the meantime, I can say with some certainty that our website operates well at non-peak times. Generally, by Wednesday we have placed on sale tickets for the coming weekend. If you are able to purchase your tickets any time other than Fridays before 6:00 p.m. and Saturdays from 4:00 p.m. to 8:00 p.m., you should avoid the recent difficulties.
Please know that we are fully committed to providing a superior movie-going experience, one that is comfortable and hassle-free. We are not deviating from this promise. I thank you for your continued patience as we work through our current challenges.
This isn’t the first time that they’ve promised improvements, so I’ll hold off on being excited until they roll out a site that, ya’ know, works. Instead, it sounds more to me like they have no idea what the hell they’re going to do.