Chennai, 18 August 2025 — Newszzie journalists filmed a cockroach at a popcorn counter inside PVR Cinemas at Ampa Mall, prompting on-site complaints, a dispute with staff, and—after follow-up correspondence—an apology and refund from a senior manager.
Newszzie had booked for the 9:45 pm screening of Coolie. On arrival, patrons were told Screen 4 was not operational and that bookings would be moved to a 10:00 pm show.During the interval, while a pre-ordered popcorn-and-Pepsi combo was being collected, small cockroaches were observed near the concession counter. An 8-second video was recorded by our team. When shown the footage, a PVR representative denied there was a cockroach in the popcorn; this exchange was also filmed.
Newszzie journalists raised the issue with the on-duty manager, requesting a food refund and an explanation for what appeared to be inadequate hygiene checks. To avoid missing the film, the food tray was handed back to the manager and the team returned to their seats.Near the end of the screening, the manager and ano
ther staff member approached the row and offered complimentary food “for the inconvenience”. The offer was declined as inappropriate given the nature of the complaint.
What PVR said and did
The following morning, a caller identifying himself as Kishore, an assistant general manager at PVR, apologised and said cockroach infestation was “unacceptable”. He undertook to process a refund and arrange pest-control action. After several days without written confirmation, Newszzie followed up by email. PVR subsequently issued a written apology and initiated the food refund.
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Why it matters
Food-safety authorities estimate unsafe food causes around 600 million illness episodes and 420,000 deaths worldwide each year, with the highest impact on young children, older adults and people with weakened immunity. Bengaluru-based physician Dr Ninan Thomas Panicker told Newszzie that cockroaches can act as reservoirs for pathogens linked to foodborne illness, with risks ranging from diarrhoea and typhoid fever to hepatitis A and, in some contexts, liver cancer.
Hygiene and turnaround times
The incident raises questions about concession and auditorium hygiene between shows. Auditoriums seating around 270 people may turn over in roughly 15 minutes-tight for thorough cleaning. Concession areas, by contrast, can and should be maintained continuously throughout a screening.
What cinemas should ensure
Routine pest-control with documented schedules and visible audit trails.
Continuous cleaning of concession surfaces and storage areas.
Staff training to log and escalate contamination reports, with written responses to patrons.
What customers can do
Report immediately: Ask for the duty manager; note names, times and locations.
Document clearly: Brief, focused photos or video of the area (not other patrons).
Request a paper or email trail: Confirmation of the complaint and any refund.
Escalate if needed: Follow up with regional management if there is no timely response.
Newszzie has requested further details from PVR on the pest-control measures implemented at the Ampa Mall site and any additional steps being taken to prevent a recurrence.
