[Nfbc-info] MoviePass IOS voice over phone app question

Wed Apr 11 23:13:51 UTC 2018

Hi again Lisa, Tim and List!
Here are three suggestions for ways to contact MoviePass with our concerns about their inaccessibility:
MoviePass Facebook/Messenger;

Customer comment form for MoviePass can be completed at: www.moviepass.zendesk.com
Address: MoviePass, 175 Varick St., New York, NY 10014

 Today I contacted MoviePass through their Facebook account with the following message:

I am contacting you today because I, and multiple blind people I know, have purchased the MoviePass program and are unable to utilize it independently because your app is not accessible to BLIND mobile phone users. Many of the links, buttons and images in the app are not labeled or functional. Because of this inaccessibility in the programming of your app, we cannot check in independently on our phones prior to seeing a movie. I can sometimes select the theater, or sometimes select a movie, but I cannot select the theater/movie/time and have it ready to pay at checkout at the ticket counter without sighted assistance. I would like to be able to use your app when going to the movies alone without having to rely on other people (like any other consumer.) This is a problem for a customer base Who is very excited about and Wood enjoy your product but is benefiting from it very Little or not at all; some people have paid and are unable to utilize their subscription due to the inaccessibility of your mobile apps. Just in case you are not aware, the blind do attend the movies regularly as a consumer group and would recommend your product to many more blind individuals if the app were usable. The movie companies were recently sued for not offering descriptive narrative; this problem has been rectified in many local theaters to where the blind can now better enjoy a movie just like any other customer. Many more blind and visually impaired consumers are flocking to theaters now and would benefit much from a working, accessible MoviePass app.

Please contact me with an update on your progress in resolving this problem and for further clarification and specifics on the problems your blind customers are encountering using your app, 
thank you.

Jennifer Gass, Member
National Federation of the Blind of California
MoviePass replied: 
Hi Jennifer,

Thank you for contacting MoviePass and thank you for your feedback! We appreciate any and all suggestions from our users and will pass this along to our development team for consideration. If you have any further questions please feel free to reach out again.

I encourage other members to reach out to MoviePass.com through snail mail, their Facebook or website and let them know how their lack of accessibility is not acceptable and how it impacts you as a blind consumer and moviegoer. Thanks!

Jennifer Gass,
 NFB of California, San Joaquin County Chapter

Sent from my iPhone, please forgive any typos. ☺️

> On Mar 28, 2018, at 2:01 PM, Lisa Irving via NFBC-Info <nfbc-info at nfbnet.org> wrote:
> 
> Jennifer, 
> 
> Some months ago I sent moviepass an email through their customer Service email and got no response. Please post any additional contact information for this company. I too would like to articulate my appreciation for this excellent concept and also express my concerns regarding the lack of access and its unintended consequences. 
> 
> I believe a refund is a token gesture that only perpetuates the barrier and promotes the notion that blind people don't go to the movies. Let's turn things around and then, let's go to the movies! 
> 
> Lisa Irving
> 
> -----Original Message-----
> From: NFBC-Info <nfbc-info-bounces at nfbnet.org> On Behalf Of Jennifer Gass via NFBC-Info
> Sent: Wednesday, March 28, 2018 11:45 AM
> To: NFB of California List <nfbc-info at nfbnet.org>
> Cc: Jennifer Gass <jengass73 at gmail.com>
> Subject: Re: [Nfbc-info] IOS voice over phone app question
> 
> I understand completely Lisa, I am going to email them today and I will keep you posted if I have any success getting through to them. Interested to hear if anyone else is having this problem? Totally inaccessible app! 👿
> 
> Sent from my iPhone, please forgive any typos. ☺️
> 
>> On Mar 28, 2018, at 11:39 AM, Lisa Irving via NFBC-Info <nfbc-info at nfbnet.org> wrote:
>> 
>> I don’t want a refund, I want to go to the movies. 
>> 
>> Voice over was used to compile this message please contact me if you 
>> need clarification Sent from my iPhone
>> 
>> On Mar 28, 2018, at 7:51 AM, Tim Elder via NFBC-Info <nfbc-info at nfbnet.org> wrote:
>> 
>> Please let aelia at trelegal.com know how the company responds to your kind and persuasive email.  Thanks in advance for your advocacy as we all do our part to educate these companies.
>> 
>> 
>> Regards,
>> 
>> 
>> -----Original Message-----
>> From: NFBC-Info <nfbc-info-bounces at nfbnet.org> On Behalf Of Jennifer 
>> Gass via NFBC-Info
>> Sent: Wednesday, March 28, 2018 4:42 AM
>> To: NFB of California List <nfbc-info at nfbnet.org>
>> Cc: Jennifer Gass <jengass73 at gmail.com>
>> Subject: Re: [Nfbc-info] IOS voice over phone app question
>> 
>> Lisa, you are right in that it is not usable as a blind person. I will 
>> email them also and see if I get a response. You should at least be 
>> able to get a refund, this is unacceptable. Jennifer
>> 
>> Sent from my iPhone, please forgive any typos. ☺️
>> 
>>> On Mar 26, 2018, at 10:14 PM, Lisa Irving via NFBC-Info <nfbc-info at nfbnet.org> wrote:
>>> 
>>> Any advice for those of us who don’t have family members handy to take over the app and do the movie requests etc. for us? This is quite frustrating. I put out $90 in advance I have not been able use the app. I have not been able to get a hold of anyone through the company. As you know the only way to get a hold of anyone is to send an email. Movie pass customer service appears non-responsive when sending questions via email.
>>> 
>>> Voice over was used to compile this message please contact me if you 
>>> need clarification Sent from my iPhone
>>> 
>>> On Mar 26, 2018, at 3:14 PM, Jennifer Gass via NFBC-Info <nfbc-info at nfbnet.org> wrote:
>>> 
>>> I have had some success using the app, but as a whole it is not 
>>> completely accessible. When I am in a time crunch in line getting my 
>>> tickets, I usually have a cited family member pull it up to the right 
>>> movie/time/theater so I can have it ready in a timely fashion. If you 
>>> have had difficulty you are not alone! Jennifer
>>> 
>>> Sent from my iPhone, please forgive any typos. ☺️
>>> 
>>>> On Mar 26, 2018, at 2:03 PM, Lisa Irving via NFBC-Info <nfbc-info at nfbnet.org> wrote:
>>>> 
>>>> Hello,
>>>> 
>>>> 
>>>> 
>>>> If you are an IOS voice over user and also have had success with 
>>>> using all of the moviepass app features I would like to hear from you.
>>>> 
>>>> 
>>>> 
>>>> From,
>>>> 
>>>> Lisa Irving
>>>> 
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>>>> m
>>>> ail.com
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