“Terrible service, I had bought tickets for a show 200 miles away from my home but I have got a new job and unable to travel that day and asked that I exchanged the tickets for a show nearer home on another date.
I had taken the insurance out at the time of booking and also a drinks package.
I have been told I cannot exchange tickets as my show was a one night show and can only exchange to the same show on another night but also that they would not refund for the drinks which is nothing to do with the tickets. So you are trying to profit now from my misfortune of not being able to see a show!!
The manager Nikesh I spoke to in customer services was very rude and said my circumstances didn’t warrant a refund, when I questioned this he became quite abrupt!!
AWFUL CUSTOMER SERVICE!!!!
As a valued customer I shall not be using ATG again!!!”
“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.”
“Do Not book via ATG if you get COVID they won't pay out in insurance. They expect you to get a PCR test at £80 more than the value of the tickets. They claim lateral flow test are not good enough. Not what the gov said. I was also told they can't stop us going. Great idea just spread the virus. Johnathan and Rebecca they won't even give their surname. The customer service is apauling. The suggested I contact resevemytickets.com to complain about the impossible terms to prove a positive COVID test. Clearly this company are selling insurance that is not fit for purpose. I WILL be taking this further starting with the insurance ombudsman.
What a poor company. I will be taking this further. Let's see if someone will get back to me.”
“Vile customer service, laughed at me when I asked for advice about attending a show (with ticket protection) in the West End the day before the Queen's funeral, with concerns about transport etc. (One of us being a pensioner.) Said doesn't matter to us as we're based in Gibraltar and mocked me for worrying about 'a series of stupid events that haven't even transpired yet.' Then said they can't help me and hung up. So incredibly rude, made it 1000 times worse.”
“Purchased tickets with payment protection for the February performance of Woman In Black at the Fortune theatre with ATG tickets. Adverse weather (yellow/red warnings) meant trains and buses were cancelled and we could not get to London or the venue. Our hotel refunded immediately but not ATG - they flatly refused with a curt email. There’s absolutely no point in purchasing payment protection, it is like trying to get blood from a stone. What an absolute rip off with very unhelpful customer service.”
“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.”
“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.”
“I purchased two sets of tickets one was for Liverpool empire the other Edinburgh playhouse, end Dec and January respectively, the Edinburgh performance was white xmas but our holiday got cancelled very last minute, due to covid, the January tickets where for jersey boys in Liverpool, this also got cancelled last minute same reason. I protected the tickets but you may as well give your money to a homeless person and at least make someone happy, because the protection isn't worth the paper it's written on, chance of getting any of the money back NIL, we lost over £130 between the two bookings and time has run out and the tickets, nobody replied to us, I never leave bad reviews I'm always really fair, but this was a bad experience and I'll never ever book with ATG tickets again.”
“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!!”
“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.”
“Avoid at all costs! Only wish I had read reviews before booking with this company. Tested positive for covid yesterday so cannot travel with my mum who has health issues to Manchester to see the show I had booked. Basically there is no chance of getting your money back even when you have paid for the ticket protection so be warned!! If you get covid you have to get a lab test to prove it (pcr) yet if you have symptoms of covid or a positive lateral flow test you CANNOT get a pcr test as nobody will book you in so how does that actually work as a policy…..it doesn’t they just keep your money. Absolute disgrace.”
“I have been trying since April to recover a refund. Finally, after months of being fobbed off, lied to and made to feel like a criminal by ATG agents, I have managed to get my refund. I even wrote to the chief executive Mark Cornell but he didn't bother to respond, which proves to me that the rot in this company goes right to the top. I will never use this company again and I would agree with every single negative comment about them, avoid at all costs.”
“E tickets not received. First contact via website ok and said would send. Still not received. Telephone service hopeless. Three times put to ‘call back’ queue.
So annoying.
Numerous previous tickets received no problems. What is going on?”
“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.”
“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”
