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Is the customer always right? Cineworld suggests not on Twitter


By Ishbel Macleod, PR and social media consultant

April 26, 2013 | 3 min read

Anyone who has ever dealt with customers will probably have had the old adage ‘the customer is always right’ drummed into their head… except the person who handles the Cineworld Twitter feed.The Twitter saga began when Alan Bishop tweeted: “Why delete my tweet without a response? Just wanted to know the justification of £8.30 per ticket to watch a standard 2d film?”In response, Cineworld replied “How can you delete other peoples posts on Twitter? £8.30 is the ticket price, uncertain what justification you're seeking”.When Bishop continued, replies from Cineworld included: ‘Well you 'say' we're definitely going to go bust in 1-5 years. If you're psychic can you tell me the lottery numbers?’ and ‘Fine OK we're just evil millionaires who are trying to destroy cinema, you've blown it wide open. Enjoy Odeon :]’Do you think brands on Twitter should engage with trolls?


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