“I have been trying since April to recover a refund. Finally, after months of being fobbed off, lied to and made to feel like a criminal by ATG agents, I have managed to get my refund. I even wrote to the chief executive Mark Cornell but he didn't bother to respond, which proves to me that the rot in this company goes right to the top. I will never use this company again and I would agree with every single negative comment about them, avoid at all costs.”
“Vile customer service, laughed at me when I asked for advice about attending a show (with ticket protection) in the West End the day before the Queen's funeral, with concerns about transport etc. (One of us being a pensioner.) Said doesn't matter to us as we're based in Gibraltar and mocked me for worrying about 'a series of stupid events that haven't even transpired yet.' Then said they can't help me and hung up. So incredibly rude, made it 1000 times worse.”
“E tickets not received. First contact via website ok and said would send. Still not received. Telephone service hopeless. Three times put to ‘call back’ queue.
So annoying.
Numerous previous tickets received no problems. What is going on?”
“Terrible service, I had bought tickets for a show 200 miles away from my home but I have got a new job and unable to travel that day and asked that I exchanged the tickets for a show nearer home on another date.
I had taken the insurance out at the time of booking and also a drinks package.
I have been told I cannot exchange tickets as my show was a one night show and can only exchange to the same show on another night but also that they would not refund for the drinks which is nothing to do with the tickets. So you are trying to profit now from my misfortune of not being able to see a show!!
The manager Nikesh I spoke to in customer services was very rude and said my circumstances didn’t warrant a refund, when I questioned this he became quite abrupt!!
AWFUL CUSTOMER SERVICE!!!!
As a valued customer I shall not be using ATG again!!!”
“Purchased tickets with payment protection for the February performance of Woman In Black at the Fortune theatre with ATG tickets. Adverse weather (yellow/red warnings) meant trains and buses were cancelled and we could not get to London or the venue. Our hotel refunded immediately but not ATG - they flatly refused with a curt email. There’s absolutely no point in purchasing payment protection, it is like trying to get blood from a stone. What an absolute rip off with very unhelpful customer service.”
“Been on hold for 30 mins so far trying to get through to someone because you've not sent me my eticket for a Performance tonight- I only have the invoice. Why in this day and age are we sitting listening to music with no indication how long the wait will be it just makes the caller angrier and angrier.”
“requested a refund following 2 guests becoming unwell the night before a show. Been refused as my guests could not provide a doctors note. UTTERLY DISGRACEFUL customer service. AVOID PAYMENT PROTECTION at all costs as not worth the paper its written on.”
“We paid for ticket protection and my friend had to rush to her father's hospital bedside after a heart attack. There was such awful customer service response from this company. No "I'm sorry to hear this' etc. I was asked repeatedly and bluntly for evidence despite me reiterating that I am not so insensitive as to ask my friend for evidence when she is so upset and in a sudden trauma. Am just formulating a complaint now but warning all please don't think ticket protection is any use at all. So sad and disappointing.”
“My daughter booked tickets for a cinema performance by mistake. She thought it was a live performance and it was a surprise present.
I contacted ATG within 1 hour of making the mistake to cancel. They refused to offer a refund for this honest mistake. Thanks ATG advised that the tickets were non refundable.
Appalling company and terrible customer service.
Be warned!”
“A wonderful young lady called Tiffany, helped me in just a few
minutes, after I’d been on the phone & online for hours, to no avail. I was trying to become an Access member.”
“My wife and I are elderly and took a serious sickness bug the day before the show at the kings theatre Glasgow we had paid for ticket protection so we assumed we would get refunded our ticket cost as we could not attend the show through illness when we phoned to ask for a refund the lady was rude and totally not interested she said we would need a medical certificate from the hospital or a doctor before they would look at our claim this is a total con my message is DO NOT PAY the ticket protection fee it’s not worth the paper it is written on either way you won’t get your money back”
“Ordered drinks for the interval, they did not arrive . Nobody wants to take ownership so i can't get a refund . The young lad at the exit who was totally out of his depth exclaimed " people don't usuallty try to get a refund, they usually just forget sbout it" unbelievably inadequate standard of customer service”
“Spent over 6 weeks sending them emails and contacting their twitter support account, but other than asking for my details I never got any sort of response. Avoid them at all costs!”
“I used their "simple" online service to order refreshments for the interval of a show. When we got the order (in the last two minutes of the interval) and made our way back to our seat we opened it to find 1 ice cream missing, 2 ice creams melted, 2 drinks missing and 2 drinks that we hadn't ordered. We tried to get it sorted but were told that we could go to bar and get it ourselves but that we would probably miss a good deal of the start of the second half. I could have dealt with that but we are now 3 months, 7 complaints and 1 one hour and 20 mins wait on hold down the line and still no one seems to be able to action a simple refund. I have never in my life experienced customer service quite like it.”
“Trying to book a wheelchair ticketfor a show. No answer on phone Hung on twice for at least 45mins & tried other times for at least 20 mins. so tried by e-mail. Did receive a response eventually & told had to join their Access scheme. This doesn't actually work for the Theatre we are trying to book for so even if I join it I still have to ring the Customer service number & guess what! No-one answers the phone.
Disgusting service. never had this before with any other theatre.”
“I waited 45 min to get through, Iam disabled and can only book that way, no access via website, then once she had my credit card number hung up before I had finished ! With a sharp goodbye ! No ref number or anything.
Very frustrating and rude.”
“I was told our show "the book of mormon" for 13th Jan 22 was still showing and actually send an email reminder that the show was on. Only to show up after paying for drinks and dinner that the show was cancelled. What sort of incompetence is this. An actual email response to my query regarding if the show would be cancelled, telling me no it is still on??? WTF what a joke of a company. Happy to take your money.”
“I can only agree with all the other 1 star reviews here. I am not going to spend any more time (after a 1.45 minute phone call) relaying the absolute incompetence of the ATG phone line. I will never try to book any future tickets to any of their theatres ever again. They simply don’t deserve our custom. Spend your money with other theatres that care about their customers.”
