ATG TICKETS - AVOID! We have been happily attending the pantomime at the New Wimbledon Theatre for several years, and have always enjoyed it with no complaints. However we are due to attend this years show tomorrow afternoon. Earlier today our son was taken ill with a vomiting bug so we are no longer able to go. We didn't think this would be an issue - these things happen, surely we can get an exchange for another date!? Surely!! We had even paid extra for refund protection just incase. The first issue we had is trying to get hold of someone who can help. There is no number for the theatre or box office and you are constantly steered towards an online chat bot and help centre that are both absolutely useless. I finally managed to ascertain that there is some kind of exchange function available on your online ticketing account - however we checked out as a guest (as countless people do, I don't wish to have a ticketing account with every company in the country!) so our tickets were not assigned to any particular account so we couldn't do this. After much googling (they clearly make it as difficult to find as possible as they don't want to speak to anyone) I managed to find a working phone number and after being on hold for about an hour I finally got to speak to a human being. She was perfectly pleasant, but the exchange policy is ridiculous - it must be 48 hours in advance of your booked show date to exchange. Our child is ill as of this morning, we could not have anticipated this. Are we supposed to just say goodbye to £160 worth of tickets? We don't have the money to rebook for another day and claim the refund back later!! Which leads me to my final gripe - the refund protection (we paid £10 extra for this) is provided by a third party insurance company which is again utterly useless with deliberately difficult and restrictive terms and conditions. In order to get a refund for illness, you have to submit a claim with a doctors note as evidence. I've got an 8 year old with a sickness bug. He needs 48 hours in bed, a bit of calpol and some TLC, he does not require a trip to the doctors to get a sicknote! I could send them a picture of my bathroom floor as evidence! This could take weeks to get an appointment anyway, plus the processing time of the claim, even if we did get a refund it would be too late for us to see the show anyway - we can't afford to pay twice! We don't even want a refund, we want to see the show! There's hundreds if not thousands of tickets available for the show, it's hardly a sell out. There are dozens of seats still available on our booked day. A years long Christmas family tradition is threatening to be ruined by ATG's stubborn and inflexible policies. Bring back the days of independent theatres with humans running them that are capable of using discretion, not bloated faceless corporations with customer services departments run by AI and robots. If this is not resolved satisfactorily, ATG will never see a penny from us again and i'll plaster this review on every forum I can - we'll either pay the premium and go to the Palladium next year, or find a small local production instead. ATG you need to do better!