“Third attempt in recent days to book tickets using Theatre Tokens but cant book as NO ONE answers the phone!!! Is there even anyone at the end of this line?????
With each passing day options for good seats disappearing fast.”
“This is what my experience of ATG is like …
It’s like going to make a simple exchange of a purchase
But there’s no online system to do this
So you try to talk to someone & after several attempts of phoning for way over an hour each time - no one is there
Then you try to submit a request online
And again, no-one responds
You’re calling out for a simple upgrade of a child to adult ticket - you are ready to pay
But then you’re just shouting out the issue into a black hole
That’s ATG
I will never use them again!
NOTHING, absolutely NOTHING this simple, should be this DIFFICULT!”
“I wish I could give you no stars at all. Online booking for disabled and PA is impossible. Spent two days and hours trying to get through to the phone number provided for access but no answer. Two journeys to the theatre to try and buy from the box office because it was closed on day one. Absolutely shocking how disabled UNFRIENDLY your service is!”
“ATG sent email yesterday cancelling Cabaret on 18 December due to Covid in crew, saying would be in touch re: rescheduling - I booked tickets on first day of release as a member in July for son’s 30th - now received a generic round robin email with a voucher code for a booking of almost £600, telling me to use it by December 2022. So why no offer to help rebook? Expected to do a self-service booking. Shocking ‘service’ - devastated and heartbroken by the cancellation, having to bear huge expense on hotel and trains that were already booked and all Redmayne shows sold out so no chance of like for like booking now. Why no personal service? Offended by lack of customer care and disregard for customers. No information on future cast so what are we meant to do? Please acknowledge your failings and take better care of your customers ATG - we are the reason you exist. Incidentally, like other customers I too have waited well over the 15 days for an email response to another query.”
“Do not deal with these people. If you have any kind of problem with your booking you will get nowhere trying to contact them or getting a resolution. I purchased two tickets on line for the 3 Dec 21, 1600 performance of Elf. I realized immediately when I did the booking that I had messed up with the time. Could not reach anyone by phone. Sent an e-mail (only way to attempt communication). Received automatic response back that they try to respond within 15 working days. Pathetic. Needless to say I was never contacted and ended up having to attend the performance as booked which resulted in a late night 3 hour drive home. I will never book anything with them again nor ever attend an event at any venue that uses their services. One last note - if you go to the Grand Opera House be prepared to be totally surrounded by a mass of people not wearing masks at all who think they are safe because all adults have allegedly had a negative covid test or have a covid test.”
“Hung on the telephone for their "customer service" for 50 minutes and no reply. Set an email 10/11 with my query supposed to reply within 15 days - so far 24 days and still no reply. Appalling service, they don't deserve customers or even the 1 star i have to give them. Unfortunately you have to use them to book tickets for some theatres, don't think I will bother.”
“They changed the terms & conditions just a few days before the show, cancelled our front sheet tickets and had the audacity to ask to rebook again. Two months done the line I still have no money and have not seen the show. Sent 5 complaints, no answer.”
“Unfortunately this is my second bad experience with ATG. I was in the process of booking 2 tickets to Jersey Boys Birmingham, when the page refreshed, me not realising, it took me to a 3rd party website and the wrong venue was booked. As a result of this, I'm out of pocket by £40, as I have to pay the handling charge to the other company and no doubt a whooping phone bill for the almost 2 hours I spent waiting to speak to someone to correct this. When I finally spoke to someone, they were unwilling to help resolve this.”
“When buying two tickets for the same show on the website,(as a gift) only one ticket was completed. Tried to change the booking to two seats together. They refused. I contacted the phone number and had a recorded message advising I was in a queue ..after.over an hour spent waiting and still on hold. I messaged asking if they could add another ticket to the order. They refused. Asked if I could cancel the ticket & have my money back they would only give a credit note to be used on the same website which had got the order wrong in first place. This was my first and last time using this company. Ticket master for me in future.”
“Absolutely atrocious customer service. Due to covid re-bookings the dates they have given are not suitable for us. Their T&C's state to contact at least 2 weeks prior to re-arrange but have sent multiple e-mails over the past month and spent ages on hold to no avail. We now have £90 worth of useless tickets and a very unhappy little girl. Sort yourselves out ATG!!!”
“despite writing to ATG to advise that the revised ticket dates given are not suitable, they have still issued the tickets for the same dates...Now Ive been holding on the phone for well over an hour to get it sorted...these guys seemed to have forgotten what customer service is...ridiculous ATG get you act together....”
“Tried to purchase some show tickets today to give to family as Christmas presents without success.Have to say to anybody who is thinking about doing the same don’t go there it’s an unbelievable service.Tried on line and could only book one ticket at a time got the impression you may have to pay an administration fee for each ticket.There was no way of finding out if this was the case.I then phoned the Theatres and a automated message said I would probably would have to hang on for 30 minutes and advised me to try on line. We have always been a Theatre loving family but the difficulty booking tickets, the high booking fee plus being to asked to pay for insurance for my ticket has put us right off. I am now going to spend my money elsewhere ie local shows etc i am sure it will be much more enjoyable and I wont feel I am behind had 😠”
“I can understand all of the rearrangements with Covid – I have been very patient through several re-bookings.
Finally it seems I may be getting to watch the show I’ve booked, and they’ve now decided they are not going to send the tickets out to me – they’re going to make us queue at the box office, completely contrary to earlier promises and the contract we had.
Trying to contact them is a lot more difficult recently too – they have instituted a no reply system of course.
They have a web system that invites you to type in all the details and then they simply reply asking for the same details again. Not exactly helpful.”
“Bought tickets to a show, months ago. Now ATG is saying they have no record of the purchase. The last customer service rep was not only unhelpful but extremely rude too. Really appalling. This situation seems like a total rip-off rather than just bad service.”
“Randomly changed the date of my theatre booking with no warning and no explanation.
It was changed to New Year’s Eve!
I have no option except to cancel. Warning do not use!”
“If you have no problems with your theatre tickets or membership that's fine but if you need to query something don't waste your time, this company is pretty much one of the worst I have ever dealt with - they say 15 working days to reply to email - we have sent several and still waiting several months later !!! Don't waste money trying to phone - it is expensive and your call WILL NOT be answered - AWFUL CUSTOMER SERVICE - they are tying to get guests back to the theatre after the pandemic but they need to sort out this customer service because otherwise it will fail before it has even started”
“Appalling!!!! Shame I had to give one star because it is not deserved.
I purchased tickets for Pretty Woman for Feb 2021 and due to the pandemic it was postponed and I was given another date for August 2021. This date was not convenient so using the link provided I requested an exchange date. No reply, I re-emailed - no reply. Tried a third time - still no response. Then tried ringing - held on for over an hour no reply. The date has now been and gone and I have had no response whatever so don’t know whether tickets can be exchanged or refunded. This is the most appalling customer service and needs widely exposing so other people are not caught out in the same way.”
