“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.”
“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.”
