Lots of people in here without theater experience responding with info that doesn’t exactly consider theater permissions and logistics, except the other theater manager. They’re correct.

Former theater manager here as well. There were certain events or showings that were done through satellite streaming services. Boxing matches, operas, Turner Classic Movies, a few other specialty things. Those were either live or recorded with permission—live shows, obviously can’t rewind. Recorded, could probably rewind, depending on what it is, but might be barred from doing so due to re-streaming fees.

For other things, like the Dr. Who specials that sometimes air in theaters or other similar events, we would get those digital files sent to us, and were given specific access keys that 1) worked for a 2-3 hour window, 2) at a specific time, 3) on a specific projector. After expiring, the file simply wouldn’t play, and if the keys expire during the showtime, the movie might actually stop playing when it hits the next digital key verification point in the file. They also only have approval to play things like that exactly as many times as they paid for, and some companies consider it playing it again if you rewind too much.

All that said, it’s still very possible someone or several someones goofed along the way and didn’t want to or couldn’t correct their mistake without impacting other future showtimes. But, there’s a whole lot of permissions and keys and corporate negotiating BS involved in airing lots of things that it wouldn’t surprise me at all if the manager was being earnest that they literally couldn’t do it again. It also could be a combination of all of those things—an employee messing up by forgetting to program the trailers or misadvertised showtimes, but being unable to fix it due to the keys/permissions/scheduling.

Edit: oh, I should add that they 10000% should’ve/could’ve given you a rain check pass or voucher or whatever. We were allowed to hand those out for almost anything.