“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.”
