“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.”
“You're NOT sorry at all!!!! I can't see why you're sending generic autoreply fob-off emails. I would now like a REFUND instead of a voucher.
Referring me to customer services only to say case is resolved is giving false information!
This is nonsense. Others have received a reply in no time, mine is verging on 2 months!!!!
Next is the Financial Ombudsman!”
“Have had numerous problems during COVID getting info on various tickets I’ve purchased, all forgivable during lockdown, however now the theatres have reopened I do expect some form of service. Over the last 2 days I’ve spent over 4 hours on the internet /phone trying to reset my password, impossible, spent 70 minutes holding on the phone today still no luck in going through, emailed and got immediate holding response that my queries would be looked into within 15 days, and if they not got back then to call them again!,,
Still unable to buy tickets and access on line vouchers from returned tickets due to COVID. No doubt when I get access the shows I would like will no longer be available.
Appalling customer service. Will not be renewing membership!”
“Booked tickets for a performance in December 2020 using some vouchers I was given. This performance was cancelled due to the covid-19 rules of the time. Our tickets was then automatically rescheduled to a performance in December 2021. We then realised we could not make it and asked for a refund. They then refunded us minus the ticket insurance, booking fee, but still in the form of vouchers. Though if I apparently had ticked a box to have a refund as a credit voucher i would have got it all. There is no meaningful difference between the two types of vouchers, but they refused to give me the rest of money despite the fact it would all come back to them anyway. Guidelines are quite specific that fulll refunds should be given in these circumstances and should not depend on method of refund. The customer service interaction on several emails did not add up to anything more than them quoting their t&c's at me and not once responding to my actual questions or comments. I was never told that the refund would not be a full refund as every other company I've had a covid related cancellation has provided. It makes no real sense that a credit note they can give for the full amount and anything else not infact it goes directly against consumer rights. Terrible will not use them again”
“APPALLING CUSTOMER SERVICE
On 8th February 2020, I booked and paid for 2 tickets to see "Beautiful" at Sunderland Empire Theatre. I paid a total of £59.15p for 2 tickets, plus the transaction fee, plus Ticket Protection.
On 16th March I was sent an Email from ATG stating that the performance was cancelled. All that they offered was a credit note...no mention of a refund. I immediately contacted them online, as phone contact was impossible, categorically requesting a REFUND !
Several Emails from them followed, offering enhanced Credit note...but frustratingly, no mention of Refunds.
On 18th April, I received an email, stating that my request for a refund had been registered, and would be processed in the next 7 days...then...NOTHING !!
On 11th May, after seeking legal advice, I sent them a letter by Registered Post / Recorded Delivery, demanding a refund!
Today 16th May...the £50 Ticket Price is in my Bank, but still £9.15p outstanding. This is 2 months to the day since I requested a refund,and feel that I have had to fight every inch of the way to get it.
This matter is not over !
If ever I wish to see a performance in the future, and ATG are the booking agent...I will never ever under any circumstances use them.”
“My daughter has requested three times to have a full refund of tickets for a cancelled show at the Hippodrome in Bristol. Each time a response says that we will get a credit for a future performance. What don't they understand?
Today she gets an email from ATG saying that they will automatically transfer to another performance.
It appears they are not willing to comply with their own terms and conditions - 7,3 - to issue a full refund when a performance is cancelled.
She has just requested again for a full refund and if this is not forthcoming by return then it appears that we will have no option except to issue a Small Claims Court Application to recover the ticket money and court costs”
“Terrible customer service. I bought tickets for my elderly family and minutes after purchase I realised they were limited leg room seats so I called them to cancel. It was not clear on purchase that there would be limited leg room either, it was not clear at all. I only noticed from the ticker. Even though I cancelled minutes after buying them (And with nearly 5 months till the show took place), they would not refund me. I could not go as my family are elderly and cannot have limited leg room so they kept my £137 and refused to refund me. Several emails later and they are still refusing to refund me. Absolutely disgusting service, I will not be using them again.”
“Booking process was quick and easy. Tickets took quite a few hours to deliver, by email, which was initially quite concerning but arrived well. It would have been good to have at least a confirmation instantly.”
