A lot of customers in South India have been complaining about the problems they have been facing while getting tickets for the opening days of blockbuster films. This has been especially true for Hyderabad, Vijayawada, Vizag and Chennai. The general impression seems to be that the BookMyShow systems are unable to handle the load and are returning frequent errors.
We would like to clarify a few aspects of how the ticketing process actually works. Each cinema has its own box office ticketing server which is the master system. When we get a web ticketing request, our systems connect to that cinema through the internet and try to book the tickets. The problems occur when any of the following things happen:
- 1. The cinema internet connection is down or is fluctuating. In this case, we are unable to contact the cinema and users are returned a connectivity error.
- 2. The cinema server is unable to handle the web load. At peak times, the amount of requests that are transferred through BookMyShow is quite phenomenal, and some cinema servers slow down considerably. In this case, the users start getting booking errors or partially committed transactions because the cinema server is unable to service these requests optimally.
- 3. Internet ticketing is restricted for blockbuster films. This again is a problem unique to the South where a lot people who do not have net access go directly to the box office. In order not to disappoint this very high number of customers, cinemas often restrict internet sales for a few hours.
However, at the end of the day, we are directly responsible to you for the customer experience and that is the reason you keep coming back to us. Please be assured that we are listening closely to you and making the best effort from our side to make the user experience even better.
We did a major upgrade of our servers early this year and since then have not faced any problems regarding managing the peak load. We are also now working with certain cinemas to upgrade their internet bandwidth as well as their server capacities. Since these are infrastructure issues, they may not happen overnight, but they are in progress.
As always, we would like to thank all our customers for trusting us and continuing to visit us. Please keep your feedback coming.