“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.”
“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.”
