Have you seen the Barbie movie yet? I went with some friends last week, and while we loved the movie, we missed a number of the jokes. Sadly, both of the theater’s closed captioning devices failed in the middle of the show. One of them died almost immediately so a friend who had already seen the movie ran out to swap it for a new one. Sadly this one failed a few minutes later.
Rather than continue to run back and forth for new devices as the movie played around us, we settled in to watch and enjoy it as best as we could. Sound familiar?
Is It My Fault the Caption Device Failed?
The movie ended and that’s where things deteriorated further. We had purposefully chosen a Regal Cinemas theater because of its commitment to access for people with hearing loss. Or so we thought.
When returning the nonworking captioning glasses after the movie, I explained to the manager how disappointed we were that the captioning glasses had not worked. Her reply shocked me. “Well we don’t really know what happened in there. Maybe you did something to them.”
“Are you blaming me?” I asked her. “No,” she said, and repeated, “but we don’t really know what happened.”
“But both devices failed. Wouldn’t that be a systemic issue rather than something we did?” I asked before deciding to save my breath and to pick up my pen instead. I hope you will pick up yours as well to share your feedback with Regal Cinemas here.
Access at the Movies Needs Improvement
Providing accessibility can be challenging and maybe even confusing, particularly if staff is new or not sufficiently-trained, but here are a few tips for Regal Cinemas and others that provide accommodations for people with hearing loss.
- Regularly check that batteries are charged and that the devices are operational. Build these checks into your operating procedures to minimize errors.
- Treat consumers with respect. If your devices are not working, it is probably not their fault. Take ownership of any problems, apologize, and try to make it right.
- Encourage staff to try the devices themselves to understand how they operate and how to better assist consumers who use them.
- Add more Open Captioned screenings to the schedule. People with hearing loss prefer these and no pesky devices are needed.
As for me, I plan to see the movie again—this time with Open Captions. But I shouldn’t have to do that. If you are providing accessibility for people with hearing loss at your place of business, please, do better!
Readers, do you have trouble with accessibility devices at the movies?
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Thank you, I have generally had positive experiences with my local Cinemark theater. Recently, I saw Oppenheimer (very poor sound quality – even my hearing friends couldn’t understand much of the dialogue) but my captioning device worked only intermittently. When I returned it and explained what happened afterward, the manager apologized and gave me a free guest pass for my next movie! Now if only they would offer open captioning…
It is great when they work but many times they don’t. Better maintenance is needed. Thank you for sharing your experiences.
Yes – that’s why when I saw that my local AMC was showing BARBIE with OC, I ran out to catch that showing. And it was a good thing that I did because they evidently only offer OC a few times in the first two weeks of blockbusters.
Lucky you! I hope they will be easier to find now. Thanks for sharing your experiences.
The only time I used the Sony glasses, there was no way to test them before the movie started. None of the previews were captioned. I was new to these so did not realize that I could adjust the position of the captions. When the movie started, I did not see captions. Was there a problem with the glasses or the captions? I missed the first several minutes until I realized that it required a simple adjustment to bring the captions into my view. I’d bet the employees of the theater had no clue on how these worked. Missing the captions once the movie started could have been avoided it the previews were captioned.
Agreed! Better training is needed. And captioning the previews would be terrific as well! Thanks for weighing in.
We have a local theater in Mystic CT that’s been ignoring my requests for almost two years. Management won’t even return my calls! I’m about to file an ADA complaint.
Sadly, that may be your best option at this point. Good luck!
I have stopping going to movie theaters altogether, and stick to streaming on my TV. Even there, movie previews are not captioned.
I enjoy the theater experience, especially for blockbuster type movies, but I also enjoy streaming at home with the captions. Thank you for sharing what works for you.
I could write you a novel, but I won’t. I will, however, forward the link to today’s blog to my contact at Classic Cinemas, a family-owned chain in Northern IL. I’ve addressed many of the issues you listed with them over the years, and have found them sympathetic and helpful. Personally, I prefer caption boxes to caption glasses (offered in this area by Regal and AMC), which are bulky and uncomfortable when worn over my own glasses. The captions shift with every move of my head and the yellow letters disappear over bright scenes. And yes, based on my experience, caption failure is always due to maintenance or technical failures by the theatre. Awareness and training for staff are key. I’ve not come across OC in our local theatres since personal caption devices have become widely available, probably because all the hearing patrons would complain. It’s easier to try to accommodate the few than deal with a lot of “inconvenienced” hearing patrons.
Younger generations love captions so I’m hoping OC becomes more available. But until then…. Thanks for sharing the information with your local theater.
I stopped going to movie cinemas, stage theatre, Shakespeare-In-The-Park,comedy clubs decades ago. Movie captions were never an option before and seem hit and miss these days. Captions on my tv at home work ….and are free.
I think we should be able to have access wherever we go. But I understand your frustrations. Thanks for sharing what works for you.
Safe your pen and time – Regal Cinemas does not care about the hearing impaired. I don’t care what they say on their website. They DO NOT CARE. I wrote many times to corporate after the local Regal was less than helpful with those captioning glasses. They are too old to hold the charge and never last for a full movie. The first time I asked, the manager told me that corporate has to approve new purchases and won’t. I don’t know if that is true or not but after having the glasses fail over and over, and the managers (always rotating) not giving a s***, and no response from corporate, I gave up. I do not go to the movies anymore. I don’t go to the theater anymore either, or any other social event. I even stopped going to any place that has docent-led tours, teas, etc. I can’t afford hearing aids, I can’t afford the BAHA processor I need, and for the most part, the public could not care any less about it. Why spend money on a few when the majority of their target audiences can hear just fine? I’m completely isolated from society apart from work, and I don’t see that changing anytime soon.
Advocacy is needed. Together we can turn the tide overtime but it certainly is frustrating. Thank you for sharing your thoughts.
Shari, you’ve hit the nail on the head with this column! My recent experience at Cinepolis in West Hartford CT with a malfunctioning closed caption device was awful. Even when devices are fully charged there’s way too much skipped/missing dialogue. I’m become reduced to OC movies (thanks mostly to AMC) and plays thankfully through TDF, although I wish there were more of them and more matinees.
I wish there were more as well. Thank you for sharing your thoughts.
Thanks for sharing information with us. It is really true.
Thank you for reading and sharing as well!