“I tried to get a ticket exchange for different seats due to a back injury. Contacted ATG for an exchange. It took them 23 days to respond and by then the seats were no longer available. 23 days. I asked for a refund despite having cover and they said I had to speak to someone else and that they’d close the case. Zero accountability. What a waste of time and money. Horrible service.”
“What a horrible experience! I have booked tickets for a show and after umpteen calls and emails , I got 2 calls on weekend mornings and no reply to my emails in a simple attempt to change the tickets to another day. If you call back, you are on endless waiting. It is so frustrating. How can someone have such poor customer service and get such high ratings on Trust pilot ?”
“Took out insurance on theatre tickets. Unable to travel due to Storm Babet. Have so far sent 18 emails to insurance co - Refund Tickets- which are usually bounced back. No phone no. given & co. based in Gibraltar, so not covered by UK consumer rights.
DO NOT BUY TICKET INSURANCE FROM THEM!”
“I'm trying to book a wheelchair ticket with ATG for 2 weeks now. We had to fill in a ridiculously long application, had to send in 3 different letters to proof my son's needs Nimbus Disability sent us a 6 digit number to log in to ATG website to book a ticket. It didn't work. I wrote an email to ATG, the replied that problem solved, still can't book a ticket. As an able-body person I can book without any problems, as a wheelchair user it takes hours to fill in the forms, to send the all the proof and they still can't sort out the booking. If you are a disabled person obviously you don't have the right to go to ATG places.”
“The poor reviews speak for themselves don’t waste your money as even a cancer diagnosis doesn’t seem to cut it! My friend has sadly been diagnosed with cancer and is undergoing 6 months of chemo therapy. She has been signed of work as she is not physically fit and certainly not fit to attend a show throughout her treatment. We provided medical certificates proving cancer diagnosis and treatment plan but ATG are chasing specific appointment evidence to demonstrate she can’t attend the specific concert date. Furthermore we booked tickets to celebrate her birthday and any refund given will be for her ticket only. My extremely sick friend is now having to chase up further proof.
I wouldn’t waste your money!”
“A few weeks ago, I had emergency surgery and have been on crutches for 6 weeks. I spoke to Kat on the phone and asked her to exchange my tickets for an upcoming musical for accessible seats. She offered me very expensive tickets that I could not afford to pay extra for. I explained that working in the NHS is not very well paid and asked for an exception on this occasion to exchange the tickets for a voucher to be used later when I am better. Kat informed me that her manager, Jade, had refused my kind request, saying that the tickets for the performance were not completely sold out and could not be exchanged for a voucher or gift card. I was shocked that the management showed no signs of goodwill in this sensitive matter.
I am extremely disappointed with ATG's service and the manager's rude and disrespectful response to customers with special needs. It is obvious that Jade lacks personal qualities such as emotional intelligence, kindness, and compassion.
The leaders, who lack humanity, should not work in customer service.
“To honour local heroes, we are now offering…”- says ATG’s website. Really?! ATG, you can't offer a simple ticket exchange for local heroes who were unfortunate enough due to a health emergency to access their normally purchased seats...”
“ATG refunded my tickets without telling me why. I only found out the day after that the show was cancelled by the organiser but ATG kept their fees and did not refund the insurance which I did not use. It took me hours to find a way to contact them which worked and I am down over £8 for something that is not my problem. I won't use them again”
“I try to book two tickets to Sister Act back in February at Woking which was over a hundred pounds. I didn't recieve the tickets but that took money from my credit card. When ATG looked into it they said they had no record and closed the case even when I said I would send my credit card statement and would not answer my emails. With this I decide I would not renew my theatre card so asked them a couple of months ago to cancel my direct debit. I cancelled the direct debit with my bank who advised me to cancel with ATG. Looking at my statement ATG had renewed my card. How much money do they want to steal from me? I now would never go to an ATG theatre.”
“They do not deserve a star
They do not deserve a star. I attempted to refund a ticket 1 minute after getting my confirmation email to say the order had gone the as it automatically added a whole extra package in the fine print. After tirelessly trying to contact them I was out right refused a full refund instead the best they could do was some vouchers. This goes against the law as it was ordered online and I had contacted them within 14 days.”
“Minus 10. Unable to go. Dog died. Not part of family. Car broke down. Want proof. As stated you cannot prove a negative. No response. Emailed CEO. DO NOT pay for insurance. Not worth it. It's a scam.
Reporting to trading standards now.”
“Recently attended a show (A gift- I wouldn't choose to go there) the Theatre was freezing as they left the front doors open - Everyone was sat in coats freezing. Booked an "Ice Cream" and soft drinks package only to discover the theatre only "sells" diet versions of 7up / Pepsi full of sweetner. This is not made clear in the package description. Really poor bar offering for anyone not wanting an alcoholic drink. Asked for a refund as I don't like "sweetened" drinks told not possible. What kind of bar only had "diet" drinks available?. Spent a fortune on a "drinks" package with 3 options - they don't tell people they only serve diet drinks which should be specified on the package details.”
“The Securebooking is a disgrace. I paid for an event and then could not go due to having 3 epileptic seizures in the space of 4 weeks after being stable for 2.5 years. Securebooking would not accept a fit note as it did not cover the date of the event, nor an A&E admittance form nor a consultant letter. They just wanted their medical note signed which would have cost me £20 from my GP. Avoid at all costs, really disappointed and would never use them again. ATG were absolutely lovely, but Securebooking were rude and unhelpful. Avoid, a total waste of money.”
“Avoid ATG ticket as unfortunately they think
train strike action is your fault and owning your money without seeing to show is legal! Avoid them! They do not refund your money when the train is striking and cannot attend on tge show!”
“Rachael Dredge
2 reviews
29 minutes ago
NEW
Unfortunately we didn’t attend our show due to Covid!!
ATG tickets are the most disgraceful company I’ve ever had to deal with!!
Honesty is not in their guidelines they would only exchange our tickets for 2 days later when the isolation period is still advised for people’s safety they just said wear a mask so BEWARE AUDIENCES a Covid stranger could be sat right next to you!!
My daughters birthday present was ruined because I’ve brought her up to be honest what is this teaching our next generation!!”
“Terrible experience both times - first time website did not work properly and looked like it crashed after i paid leaving me panicking i had no ticket; had to phone and rectify and pick up ticket in person as couldn't see it on email. This morning tried booking by phone, waited long time to get thro only for the guy to put the phone down on me when i queried why he needed my address to make a booking, rather than answering politely. Had to queue again on phone.”
“Couldn't use tickets for a show and completely understood that I couldn't get a refund as it was my fault but asked for a credit note to use towards more expensive tickets for a different show which they refused. Why on earth could they not do that? I was even happy to pay an admin charge. Absolutely unacceptable service.”
