A few weeks ago, I had emergency surgery and have been on crutches for 6 weeks. I spoke to Kat on the phone and asked her to exchange my tickets for an upcoming musical for accessible seats. She offered me very expensive tickets that I could not afford to pay extra for. I explained that working in the NHS is not very well paid and asked for an exception on this occasion to exchange the tickets for a voucher to be used later when I am better. Kat informed me that her manager, Jade, had refused my kind request, saying that the tickets for the performance were not completely sold out and could not be exchanged for a voucher or gift card. I was shocked that the management showed no signs of goodwill in this sensitive matter. I am extremely disappointed with ATG's service and the manager's rude and disrespectful response to customers with special needs. It is obvious that Jade lacks personal qualities such as emotional intelligence, kindness, and compassion. The leaders, who lack humanity, should not work in customer service. “To honour local heroes, we are now offering…”- says ATG’s website. Really?! ATG, you can't offer a simple ticket exchange for local heroes who were unfortunate enough due to a health emergency to access their normally purchased seats...