“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.”
“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.”
