So I work at a movie theater and we just showed Dirty Dancing. There's no reel for that- it's satellite so we wouldn't have control over something like an interruption. Just start and stop. With reels, there's no rewinding to replay a scene or if something happened in the film- it might be the film and not the projector. It is required for an employee to screen each movie that is sent in, in order to make sure there is nothing wrong with the film. Unless they fell asleep, they're supposed to report anything wrong during the screening.
Customer service? Do you realize how many patrons suggest things each day (like sound, screen off center, temperature, etc.) that are actually fixed? All of them if we can. Things like temperature- it's cold so that when the theatre is packed, it is not hot; the temperature may be warmer than freezing. Working there, we go out on a limb for customers; AMC has the highest rating for customer service. (Most of the theatres hosting the countdown were Regal) Also, managers aren't always offering freebies to everything. That makes the company lose money. If you really put up a fight, then as a last resort we'll give you a Re-admit pass. If you're in a long line, they wouldn't give you a candy bar for grief.
To pay too much, it's not decided by the theatre. It's the company; no affiliation with the theatre besides where the movie is being played. If you look at other special events in theatres like dirty dancing, the opera, Dale Earnhardt, they all had a different price than regular tickets. Lastly, why would a manager lie about something such as an interruption in a movie? They would be losing customers and it wouldn't solve anything.
Even though the interruption in your theater shouldn't have happened, there's not always one person to blame.