“I booked 4 tickets online for the Rocky Horror Show total price was 275.98 including 3.98 booking fee.
Tickets were emailed, checked and i realised times were wrong.
I contacted customer services within 25 minutes. I explained that I found the booking process very confusing and I had selected the 16:30 performance rather than the 20:30, I have dyslexia and this may have contributed to the error. The agent said “oh this happens quite frequently, I can help sort it out” I was advised that the tickets could be changed to the later time on the same day, but there would be a charge of 4.95 for each ticket transferred to the new time. I said I thought this was unacceptable, so did not proceed with the change.
I raised a complaint and asked ATG to waive the transfer fee due to my disabilty they refused and said the transfer fee is a standard T&C and would not be waived.
Given how quickly I acted and the accessibility issue involved, I believe it is reasonable to expect a degree of flexibility or goodwill. The response so far appears to rely solely on policy, ”
“Tickets not on showing account as promised. App wouldn't download on my phone. Virtually impossible to speak to a human. Probably will have to wing it and just turn up at a show for which we have paid for 2 unreceived tickets,”
“I purchased theatre tickets with “ticket protection,” expecting it would cover me in situations like illness, as advertised. After surgery and ongoing medical complications, my refund request was refused, even though I provided full medical documentation. The company is now demanding evidence that is unreasonable and impossible to provide.
Neither ATG nor the venues could help. Based on my experience, the ticket protection is misleading and does not provide the support it promises. I cannot recommend it - it fails to deliver when you actually need it.”
“Couldn't attend due to sickness. They needed medical certificate. Couldn't get that as I was too sick to get to my doctors. Bad service. Would not use them in the future.”
“Booked matinee show Fiddler on the Roof at Sunderland Empire 11 months in advance. Tickets stayed to arrive by 2pm, at 1.10pm received an email to say it was cancelled! I was already 40 minutes into my journey there so didn't see the email until we arrived. Very poor communication. Also was given credit vouchers rather than i refund, although i have since requested a refund. Not impressed.”
“Would give 0 if I could! We paid for the ticket protection and had to cancel our tickets due to my child's illness they wanted medical notes everything under the sun. We still didn't recieve the money back. No point in buying the ticket protection!”
“I recently purchased two tickets for a show that is 4 months away. Immediately after receiving the tickets, I realized I wouldn't be able to attend. Understanding that the tickets were non-refundable, I contacted the helpline to simply release the seats for other customers. I explicitly stated that I did not want a refund.
To my astonishment, I was told that this was not possible. Can someone sane explain what is so complicated about canceling two tickets for a show that is still 4 months away and giving others the opportunity to see it? This policy is not only unreasonable but also incredibly frustrating.
I am extremely disappointed with the lack of flexibility and customer service. This experience has left a very negative impression, and I will think twice before purchasing tickets from this service again.”
“Ordered 2 tickets with ticket protection due to being disabled experiencing pain flare ups. Emailed many days before the show was due informing them I was having a flare up which meant I was unable to go & enquiring about refund which was declined & they requested a form filled out by the drs who have told me it will cost to provide the letter. I’ve provided them with several evidence from my drs. Don’t waste your money & be wary as they aren’t disability friendly at all.”
“I purchased my tickets over 6 weeks , got great seats . I read the reviews and was worried, but I called and the customer rep confirmed my seats . 48hr prior I received my tickets to my email . Everything was smooth and easy . Great show great experience , I don’t believe you need to worry about booking with ATG, I had no issues at all . Thank you ATG .”
“I’m extremely frustrated and disappointed with how ATG Tickets handled my situation regarding tickets for the "All In" event on February 2, 2025. Here’s a summary of what happened:
I purchased two tickets but didn’t receive them by January 31 at 10am, so I emailed ATG Tickets. I was sent the tickets were sent at 1:00 PM on January 31.
Later that evening, I received an email at 7:00 PM saying the tickets had been sent.
I was unable to I attend the event, so I sold the tickets. Unfortunately, the buyer was unable to get into the show because the barcode wouldn't work.
ATG claims they resent the tickets at 7:00 PM on January 31 because I requested new tickets (LIE), but I never got them (because they were never sent) and was never informed that a second set had been sent with the original set being voided.
Despite all of this, ATG refuses to provide a refund, leaving me out the cost of the tickets and the money I lost from the sale (which StubHub is charging me for).
It’s completely unacceptable that ATG is placing the blame on me for not contacting them when I wasn’t aware of any second set of tickets being resent. If you look at the reviews on this site, it’s clear that this isn’t an isolated issue—many others have faced similar problems.
I’m extremely disappointed by ATG Tickets’ lack of communication and poor customer service. They’re leaving customers like me in a tough spot, and I wouldn’t recommend using them based on my experience.
If I could give ATG Tickets zero stars, I would.”
“I have purchased 4 tickets to a show and never received them. Their customer service is a joke. You cannot get anyone on the phone and they have a 10 day response time on emails to their customer service. I am so mad and will NEVER use them again! still trying to get my tickets.”
“I'm ill with my copd flare up and a sickness bug on top of that trying to get a refund is impossible they asked for medical reports proof of my illness what the hell who ask for such personal information to be looked at terrible company”
“I will never book with this company again. Paid almost £300 to watch Slava SnowShow for what I believed were unrestricted seats in the stalls only to find out we were stuck under a low ceiling! All they said in their reply was you should have complained during the show! I shouldn't need to complain at all! Claiming my money back through the bank.”
