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ME Brands Reviews (1)

Hi [redacted],
Thanks for your help navigating this process! I didn’t see the link referenced in your initial email, but [redacted] informed me I could just reply to you with our response.  Please see our response below to the complaint filed by Ms. [redacted], (who has in fact been refunded...

for her pass). Please let me know if you need us to do anything further. Concern number one: “2 of the 3 films I was attending I could not get into”At the 2016 Austin Film Festival over 167 films were screened. Pass and Badge holders were turned away at less than 5 of those screenings (less than 3%).  Ms. [redacted]’s film pass would have gained her access to over 150 films (as advertised).
Concern number two: “I waited in line for a total of 4 hours to get into the theatre”Our line policy* (which is agreed to at time of purchase, sent in confirmation email, written on pass and posted at venues) – clearly states that we allow badge holders priority access until 20 minutes before the film.  In the rare instance we hit a ‘capacity’ number of badge holders in line before the 20-minute mark – we inform all other attendees in lines.  This only happened at one of our screenings in 2016. While both our Theatre Manager and Senior Film Program Director informed film pass holders an hour before the screening that we had limited capacity and they may not all get in, we did not reach our cut off capacity until 25 minutes before the screening, at which point we informed everyone in all lines. 
Concern number three: “The balcony was closed”The closing of a portion of one of our venues was outside our control (requested by outside partners).  We informed registrants of limited capacity as they arrived. Most film pass holders chose to stay in line with the hopes that they would still get in, despite being warned.  Concern number four: “If I would have known how many badge passes would have been sold I never would have bought a film pass in the first place”When selling badges/passes we also consider our venue capacity. In 2016 our badge holders made up less than 35% of our potential theatre venue capacity.  
Concern number five: “I have contacted two individuals with my concerns and they have done nothing to appease my case.”Our Registration Manager, our Managing Director, our Senior Film Program Director and our Head Theatre Manager had all communicated directly and speedily with Ms. [redacted] with the information provided above.  She has continued to be aggressive and belligerent to volunteers, registrants, and perhaps most distressing, our filmmakers who have travelled from across the world to share their art with AFF's audience. Most of them would have been overjoyed for Ms. [redacted] to fill a seat at their screenings, which all had available seats. We have also issued her a refund, but that has done nothing to deter her from negative comments on social media posts that are designed to support local filmmakers, (see attached). *OUR LINE POLICY IS LISTED BELOW (as agreed to by all purchasing registrants): Film Admission Policy: Badge holders and Film Pass holders MUST be in line no later than 20 minutes prior to the scheduled start time. Priority admission is given to all Badge holders. Film Pass holders will be seated after all Badge holders have entered the theater. General Admission tickets will go on sale 20 minutes prior to each screening. Once General Admission tickets have gone on sale, Badge holders and Film Pass holders will no longer have priority admittance. Badge holders and Film Pass holders arriving AFTER the 20 minutes mark must go to the back of the General Admission line. ALL theater seating will be on a first come, first served basis. Neither Badge holders nor Film Pass holders are guaranteed a seat, only admission up to capacity.  NO ONE will be admitted into the theater 15 minutes after start time. Austin Film Festival Staff will adhere to this policy even in the event of a delayed screening. All admission to Family Films will be on a first come, first served basis.

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