Deaf woman speaks out after angry audience reaction at failed subtitled screening

A hard-of-hearing filmgoer has spoken out about the abuse she says she witnessed from fellow audience members at a film screening at her local Vue cinema when she requested that the advertised subtitles be put on.

Suzie Sampson, 53, is a mum and BSL user from Bedford whose husband Neil and two sons are all hearing.

She had been looking forward to attending a recent evening showing of Fast and Furious Presents: Hobbs and Shaw with eldest son Jake, a 21-year-old graduate and local Liberal Democrat councillor.

Watch the video Jake made about their experience:

Jake Sampson not a happy boy. Part 1 #subtitles #vue #cinema #bedford @AccessBedford @vuecinemas pic.twitter.com/66BtH4YeIS

— Hear Me Out (@HearMeOut260517) August 8, 2019

“I just wanted to relax with my son and enjoy some quality time together,” she told Limping Chicken. “Because my husband and boys can hear, being able to enjoy the cinema with them is a rare treat.”

For obvious reasons, Sampson booked a subtitled showing of the movie.

“There were of course various other deaf and hard-of-hearing people there, but we didn’t see any subtitles once the film started,” adds the deaf coordinator for Bedford College, who has worked at the institution for 12 years and chaired Access Bedford for 4 years. (She now runs local group Hear Me Out with the help of deaf and hard-of-hearing youngsters and works to build their confidence.)

Sampson and her son, who has a younger brother, Matthew, 18, immediately alerted cinema staff to the lack of subtitling, and were told that this was down to a technical issue the team would try to resolve.

“They came out and told the audience this and the reason for stopping the film, explaining there would be a short hold-up. But some in the audience started shouting they didn’t need subtitles, and that the film should be put back on without captions.

“One man was even abusive to the employees and complained about the subtitles, even though he must have realised he signed up for a screening with words.”

Sampson adds that individual staff members at the cinema did try their best to help, and that they were also unhappy with the way others in the audience reacted.

In the end, the subtitles were not restored for that showing, although Sampson returned to the cinema at no extra charge a few days later to see the same movie with captions.

“It’s a good film, and very funny. But when we first went, the cinema was full and the atmosphere was great, plus the excitement gave the place a real buzz. When I went back, there were only about eight of us watching, so there definitely wasn’t the same atmosphere as there’d been the previous week.

“You understand that technical glitches can happen, I think this was because of a corrupt file somewhere in the system. But the attitude of some in the audience on the first occasion left me feeling embarrassed, even shocked. It was really disappointing.

“It’s always tricky finding a subtitled screening of the movie you want to see, and I can’t just go to the cinema when I fancy, but the reactions just made this so much worse. People need to realise that subtitles are definitely not a luxury – and that those of us with a hearing loss have the same right to enjoy a night out at the cinema as everyone else. When you book or look at listings, it clearly shows which screenings are captioned, so it’s not as if no one knew about this.”

When Sampson tweeted about what happened, the head office at Vue did respond. In a statement reported in a local paper, they said: “We’re committed to subtitled showings of the newest releases and our venues screen on average two of these performances weekly.

“On this occasion, the subtitle track was unfortunately not available as expected, and all customers were told about this. We apologise – and offered tickets to an alternative screening.”

But Sampson insists: “I didn’t want tickets to another showing; I wanted people to understand how important this issue is. It was as though they were reading from a script – no one actually asked me how the experience made me feel.”

Previously, she says, she has tried to build a relationship with her Vue cinema, but adds that a brisk staff turnover has made sustaining contacts difficult.

“It just doesn’t seem to be treated as a priority. Someone at head office should be working with those of all abilities to gain an understanding of what is needed for everyone to be able to enjoy the cinema.”

As a fan of films and festivals, Sampson has also worked closely with Bedford Park Concert, held in the town over three days every summer, to get on-stage interpreters providing the words to the songs. Each night showcases a different musical genre, and big names from Tom Jones to Kaiser Chiefs have played the event.

“They have been doing interpretation for around four years now and it’s brilliant. It’s just a shame that the big chains can’t be more accommodating.”

Photo: Suzie Sampson and son Jame (family photo)