Bad Theater Experiences: Has Regal Fixed ‘Em for Good?

May 31st, 2007 in Movie News, Technology

Regal Guest Response SystemEveryone has had the experience of having a movie ruined. (By something other than what’s on the screen, that is.) I have vivid memories of seeing Peter Jackson’s King Kong in the theater. Unfortunately, I don’t remember hearing much of it.

Regal Cinemas, however, has found a way to (I hope) put a stop to that.

The company, which owns about 500 theaters (including more than a handful here in Oregon), has introduced the Regal Guest Response System (RGRS), essentially an anonymous tattletale device that allows one randomly selected moviegoer to alert the management of four different infractions: sound problems, picture problems, piracy, and, most importantly, “other disturbances.”

In other words, we now have a way to kick yappers and crying babies out of our movies. Finally! This, my friends, is a cause for celebration. Sure, the device has a lot of potential for abuse, although I’m sure that managers could just take the device away and give it to someone else. But the potential advantages here are enormous. At the very least, it could put some civility back into the theater.

So, here’s two experiences that sprang instantly to mind when I heard Regal was going to begin use of the device in 114 of its theaters. Got any that can top mine?

I’m something of a Kubrick nut, and I was dying to see Eyes Wide Shut, as it would be my first (and, sadly, only) Kubrick premiere. I had deliberately avoided plot spoilers and previews for months, so I could experience it free of expectations. Unfortunately, the projector’s bulb at the cineplex was at the end of its life, and produced an annoying flicker throughout the film. I complained (twice) to the candy-pushers, to no avail. Finally, after the movie was done, I spoke with the manager, but it was too late. In hindsight, I should have just walked out and seen it later, but that’s a big chunk of my day there wasted.

This one’s the real topper, though.

My friend Randy, an audio/video nut, had done the responsible thing and left his (sometimes) crying baby at home so we could see Kong at a theater with digital sound and reportedly the biggest (non-IMAX) screen in Portland, Oregon. Unfortunately, said theater is also in one of the roughest areas of the city, rumored to be rife with Russian gangs. Naturally, when a group of four or five linebacker-size youths with strong Russian accents sat behind us, I was apprehensive, but willing to give them the benefit of the doubt.

They began talking during the obligatory pre-preview ads. But so what? They’re ads.

Unfortunately, the talking continued through the previews, and through the entire film. Sure, it usually hit a lull during the loud-as-hell action sequences, but as soon as the effects died down, the talking resumed. I shot them a few ugly looks, but decided against alerting the manager for fear that they might decide to wait for me outside of the theater. (Yes, it’s a pansy decision, but you should have seen the guy.) I know I wasn’t the only one that was annoyed, but none of us was willing to take the hit. Maybe if we’d had a wireless tattletale on-hand, we could have been spared the annoyance (and a beating).

Those instances have been, thankfully, pretty rare, but are still frequent enough that this sort of program can make a huge difference in the moviegoing experience, if only in customer goodwill.

Good work, Regal!

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(9 Comments)
  1. Peter Nellhaus Says:

    This incident took place before it was common for people to have cell phones. I was watching “Chunking Express” and a woman took TWO cell phone calls in the theater, talking during the movie. I approached her and her friends after the film, but she was oblivious to the concept that she was disturbing the audience with her rudeness.

  2. Doug Says:

    Regal has been doing this for a while at our local theater (Battery Park City in NYC), giving the devices out at random. I’ve had one in hand 3 different times, but each time everyone was well-behaved and there were no technical difficulties, so I never saw what would happen if I pushed a button. I think it’s great for technical problems, but we’ll see how well it’ll work for loud, unruly guests. My worry is that an employee coming into the theater and confronting a “loud talker” could end up causing more disruption in the end. Some people are just unrepentant a-holes. The only real leverage the employees have to stop people from being disruptive is a willingness to throw people out, and my guess is that the employees at my theater won’t be willing to pull that trigger.

  3. Stacey Says:

    I’ve been fortunate enough to have theaters in my area that are willing to pull that trigger. My friends and I elect an usher-getter for problems and that person is in charge of finding someone for the screaming children, cell-phone yakkers, unruly teenagers, etc. I’ve found that confronting them myself often makes the offender indignant, but when faced with someone from the theater they either quiet down or leave. The key is finding a manager, not just an usher. I’m up to at least ten people removed from theaters in the last three years. They can be unrepentant a-holes. In response, I’ll be an unrepentant b****.

  4. Doug Says:

    The “usher-getter” idea is pretty cool. Sort of like a movie designated driver. Unfortunately our local theater is notorious for never having anyone, usher or manager, around when you need them. You could spend 15 minutes just finding someone.

    More power to you in getting the a-holes out of the theater. Maybe I’m just getting older, or maybe my big-screen TV has spoiled me, but the negatives of the theater experience seem to have been getting worse in recent years. From people kicking my seat, to talkers, to cell phones, I almost never have a perfect experience anymore. Except when I’ve got that Regal clicker in my hands, of course.

  5. Peter Says:

    I am skeptical about this solving the problem of unruly people in the theater. I’m just imaginging that as soon as the offender(s) see a Regal employee enter the theater, they will quiet down. Maybe I’m wrong.

    I’m with Doug. It’s hard to go to a movie and just enjoy it anymore. There’s always some disturbance. This is why I try to go at off times!

  6. Vroni Says:

    Well, and if this is going to happen, why aren’t the ushers checking the theatres? That’s part of the ushers job. I managed at the old River Oaks theatre in Houston and I always insisted my ushers check the theatres. I did it myself too. Otherwise, what’s the point of having ushers? I know they have other duties, but come on!

  7. Doug Says:

    I think that part of the idea behind this is to take the work off of the shoulders of the ushers. They probably think they can save some money/manpower by having fewer patrols if they rely on this system. It sure makes sense in theaters that have very few customers during off-times.

  8. trevor whitecliff Says:

    This is a good idea, I guess. But the abuse is going to be over the top. And, how do they decide who gets the tattle-tale? And, does this person have any other privaledges? Free drink? P-Corn? Hand Job?

    These are all fairly decent assumptions, don’t ya think?

  9. Doug Says:

    People get them at random, although I’d imagine there will be some limits. I’d doubt they’ll be handing one of these things to you if you are in large group of high school kids. So far they have not given me anything extra. You sign the device out when you buy your ticket, and you bring it back at the end of the movie, that’s it.

    I think the potential for abuse is actually pretty low. It’s basically just a way of calling the ushers into the theater. They’re just going to come in and investigate, and I think you’d run a pretty good risk of being tossed out if you were screwing with them.

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