Cinema praised for helping disabled film-goers

Film-goers have heaped praise on a small independent cinema for how it caters for customers with disabilities.

People writing on social media explained how East Coast Cinema in Lowestoft, Suffolk, made their experiences more inclusive.

Amie Ogilvie told the BBC how the staff arranged for the latest Paddington film to be shown on a screen downstairs for her family, including her husband who uses a wheelchair.

Cinema manager and owner Michael Hansell said his team tried to maintain traditional values to help families enjoy "the best experience".

Mrs Ogilvie, who lives in Carlton Colville near Lowestoft, said going to the cinema took "quite a lot of planning" because of her husband and her son who had autism.

"When we got there we found out our screen was upstairs so we thought we wouldn't be able to see the film but within minutes staff had arranged to swap the screen over so we could still watch it all together," said the 35-year-old.

"They're brilliant and to have people who will go above and beyond for you is amazing and we were really chuffed."

Mrs Ogilvie also said that on a previous visit, cinema staff arranged a private viewing of a film for the family at no extra cost.

Someone writing on social media described how their daughter and her boyfriend had started to leave a screening just before Christmas because she had experienced an anxiety attack, but the staff arranged a private viewing at a smaller screen.

Another praised the cinema for shifting screens for a disabled film-goer, and a third person wrote: "We too have had many occasions where the cinema staff have accommodated us, above and beyond with screenings for a disabled person.

"I really appreciate his kindness and patience."

Mr Hansell said he had been working in the business for 35 years, and some staff had been at the venue for more than 30 years, so "we still have those perhaps more old fashioned customer values".

"We are genuinely grateful as a small business to every single person who walks through our doors and whatever we can do to help them, if we have that ability to help them, then that's what we try to do," he said.

"The customer service we provide here is a normal day for us and it's normal for our entire team."

Follow Suffolk news on BBC Sounds, Facebook, Instagram and X.