When I told my Dad we were going to see the film Jack Reacher, he said it wasn’t for him. He said he had read the books by Lee Child and in them, the trouble-shooting Jack Reacher was a immense man- tall and thick-set. Dad said Tom Cruise was the wrong actor to play him. Little did I know that Jack Reacher was about to shrink further. In fact shrink to the diminutive proportions of a Hobbit. Here’s how…
As ever with captioned films, you have to try to get to the very few screenings available. New Year’s day is one of the deadest bank holidays and the wet, dank atmosphere hanging even more heavily than usual over the north west didn’t improve this. But this was when Jack Reacher was being shown. So we braved the weather and set off to Salford Quays to see the film. It would be worth it, we felt. Hmm.
We were two of an audience of approximately twelve in a huge auditorium. We sat through the (uncaptioned of course) ads and trailers. The film started. The first 10 minutes or so were visual with no dialogue. Then one actor started to speak – incomprehensibly, for me.
No captions.
My (hearing) husband sighed deeply and set off to tell the staff to switch the captions on. This was the second time this had happened at this cinema and neither of us was happy about it. He returned, saying the staff said they could not stop the film because 15 minutes (by then) had elapsed. So we now both left the film to remonstrate with staff. We spent about 10 minutes explaining why they should, in fact, stop the film, rewind and play the advertised captioned version.
Success.They were persuaded. We returned to the film. They stopped the film and a cinema official said they would need to reshow the film because some of the audience needed captions. The fact we had left the auditorium twice made it obvious to the other ten members of the audience who needed the captions. This could have been embarrassing, but I have long learned not to be embarrassed by situations I have not caused. Darkness returned. Then a minute later the film continued. Without captions.
I was now seriously unhappy. As was my husband. We left the auditorium. We remonstrated again. An acutely embarrassed manager explained that the cinema did not have the right version of the film – the one with captions for people with hearing loss. ‘How could this have happened?’ I asked. He said he needed to find out. We were assertive. He checked the list of ordered films and said, even more embarrassed, that the captioned version had not even been ordered. It was not in the cinema. Squirming, he admitted that this meant they would not be able to show the film with captions for about two weeks as they would have to order the right version.
Didn’t this suggest several levels of error, I asked? – at one level, the captioned version had been advertised on their website and on the specialist ‘Your Local Cinema’ website, but nobody had checked prior to the screening that the right film was to be shown.
But at another level, whoever had been responsible for ordering the films had not checked the order against their own planned programme. Yes, he said, and was profusely apologetic, offering free tickets to another captioned film, even a set of VIP-style seats. We exchanged contact details.
We were powerless to turn this desolate evening into the enjoyable couple of hours of escapism we so badly needed. We returned to the murk which seemed to hank even more darkly over Salford.
The Vue manager was true to his word. He arranged 10 free VIP seats to see ‘The Hobbit’ a week later with captions. We had the pleasure of being able to invite several friends, hearing and deaf. Vue’s ‘gold class’ seats are seriously luxurious with the real novelty of both reclining seat and extendable foot support. The film was superb and everyone enjoyed it. We had been planning to see The Hobbit anyway, but this was an enhanced version. I thanked the manager.
We also followed up with a senior customer service manager at Vue. She took the situation seriously. We pointed out that the choice of captioned screenings is so limited that getting it wrong obliterates their deaf and hard of hearing customers from getting to see the film at all. The manager provided me with reassurances that the staff responsible would be subject to disciplinary proceedings.
Here is the statement she gave:
‘Vue Cinemas are committed to provide subtitled performances at all of its UK cinemas; we strive to provide at least two performances each week and will continue to invest in new technology to improve these services. It is with regret that we learnt of the issues at Vue Lowry and are taking appropriate action.’
I believe her. I am glad that the cinema is ‘committed’ to providing at least some kind of customer service for people with hearing loss. And I appreciate the response of the manager at Salford. But all this doesn’t remove the impact of the two bleak and fruitless evenings we had experienced there not seeing, on the first occasion, Skyfall and on the next, Jack Reacher. Nor does it make up for having to expend significant time and energy negotiating about what happened, instead of relaxing and recharging.
I noticed recently that Vue seemed to have finally got hold of the elusive Mr Reacher with captions and was advertising a screening. But by now charmed by the shorter character of Mr Baggins, and more than a little wary, we decided not to risk it. How sad that two such die-hard cinema fans – some 8% of the audience at the showing – should feel this way.
So what can we do about this? Not that much. But we must keep asserting our needs. I warned the Vue manager that providing such poor service for an already extremely limited choice of showings could mean creating a vicious circle where those who need captions don’t bother to even try seeing films on the big screen. He agreed that this is something they definitely don’t want.
I have also discussed this with the independent ‘Cornerhouse’ cinema in Manchester. I noticed that audio-described versions of films were available about 10 times more often than captioned ones. The management admitted, that non-deaf cinema goers do complain about captioned screenings, whereas the special headphones for visually impaired people didn’t affect other audience members.
The senior Vue manager said they were looking into the new high-tech glasses through which only the viewer would see captions. But at the moment the technology is still being perfected. It will be interesting to see how, if at all, the not-very-good service develops and, let us hope, improves.
Jane Cordell runs Getting Equal, a social enterprise promoting equality. Deaf since adulthood, she chairs DaDa Fest and is a Trustee for Manchester Deaf Centre and Disability Rights UK. She Tweets as @CordellJane
The Limping Chicken is the UK’s independent deaf news and deaf blogs website, laying eggs every weekday morning! Since February 2012 we have clocked up over 400,000 views and published over 70 deaf writers. Please take a moment to find out more about our supporters: Deaf media company Remark!, sign language communications agency Deaf Umbrella, provider of video interpreting services SignVideo, theatre captioning charity STAGETEXT, legal advice charity the RAD Deaf Law Centre, and Remote Captioning provider Bee Communications.
Ian Noon
February 11, 2013
Astonishing story. I think what really annoys me about all of this is the cinema industry keep maintaining the fiction that these are isolated and rare incidents. But you only have to talk to another deaf person to know the cinema subtitled screw ups occur with far more regularity than any other films. It’s really not good enough.
Andy
February 11, 2013
Unfortunately this seems to be a common experience. I have so often read stories of how people have carefully checked, made a big trip and then found that the captions were not available. Most people have just put up with it but a few have complained.
I have heard stories of huge rows of the “Don’t shout at me!” kind when deaf people have tried to complain. Good on you Jane for standing your ground but I think you have an advantage over most of us 🙂 Most deaf people will slink away muttering imprecations but nothing actually gets done.
I did see an assurance from a cinema managers trade association that they would get after their members and make them aware of how important it is to get captioning right. They did however point out that attendance at these sessions is typically very low and often non existent. So you can see why many of them don’t take it too seriously when people moan at them.
It’s easier to stay at home on the sofa with a bottle of plonk and a DVD. Captioned of course.
subtitles@yourlocalcinema.com
February 11, 2013
Great report! The subtitle glasses you mentioned are now being tested. If you can get to London you can try them yourself in March.
Good that the cinema manager provided you with more than one pass. If all cinemas had to provide 10 passes every time they made errors like this they may make less errors.
I think the info the cinema gave you on the reason for the subtitles not appearing was wrong. All copies of the film have a subtitle track included. It just needs to be switched on, like a DVD subtitle track.
Derek, your local cinema .com
Lianne Herbert
February 11, 2013
Brilliant article. I’ve not really had the pleasure of attending many captioned films as I find them to be shown at unsociable hours. Thus I stay away from the cinema. I find the theatre to be more accessible as you know you can rely on the likes of Stagetext and in house captioning.
Asher
February 11, 2013
Though it is understandable that hearing audience may complain about captions, they do still have a luxury of plenty of other screening times unlike deaf audience!
subtitles@yourlocalcinema.com
February 11, 2013
More hearing people complain about subtitled shows being on than deaf people complain about them NOT being on. Hearing people can go to any show, any day, any cinema, any town. And any film. One or two shows set aside for deaf people is not much to ask. But personal subtitle solutions would increase the number of subtitled shows 100 fold. A regular show would also be a subtitled show.
Liz Ward
February 11, 2013
My partner, Mum and I went to see Les Mis last week at Vue Finchley Lido (not our local cinema but near enough). The person who sold us our tickets said it was definitely subtitled. I’m always nervous about it though – until I see the first line come up on the screen I can’t relax! This time, they didn’t so of course someone had to leave and argue with a cinema employee. I wasn’t the only deaf person there. Luckily they did restart the screening for us but it shouldn’t have happened at all. The reason they gave was that they normally show subtitled screenings on Tuesdays…
I’ve had subtitles not showing up in a variety of places and times – Vue in York, Odeon in Edinburgh, Odeon in Barnet…even Odeon in Leicester Square. It either ends with the film being restarted (the ideal outcome) or being given free tickets. It happens to almost every deaf person I know, which is an outrage.
yourlocalcinema (@yourlocalcinema)
February 14, 2013
Currently subtitled shows require human input. The subtitles need to be switched on. Personal subtitle systems enable the subtitles to be ‘on’ all of the time, so there’s less chance of things going wrong. In theory… You can try and see these solutions for yourself by clicking here: http://www.yourlocalcinema.com/ceasurvey.html
stevecro
February 16, 2013
so because of your self righteous annoyance and vocal hounding some (probably young) staff may have lost their jobs? Congratulations on pursuing your hobby-horse at all costs.
It seems it’s all about “my rights” in this day and age.
Bernie Aston
February 18, 2013
Bravo and keep on fighting, you are quite right that hearing people can go to any showing, anytime, anywhere. I doubt anyone will lose their jobs but let’s hope it made them think about other people for a change.