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Post by BurlyBeaR on Dec 16, 2020 19:41:26 GMT
I just booked for Bedknobs and Broomsticks at the Palace Manchester.I’m an ATG cardholder, but I’ve been charged a £3.65 transaction fee. WTF is that about?
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Post by Deleted on Dec 16, 2020 20:11:24 GMT
I just booked for Bedknobs and Broomsticks at the Palace Manchester.I’m an ATG cardholder, but I’ve been charged a £3.65 transaction fee. WTF is that about? That happened to me with Beauty and the Beast! Only realised after. Was fuming. Although not fuming enough to actually contact ATG as that tends to be too stressful for words.
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Post by Phantom of London on Dec 16, 2020 20:17:30 GMT
I am sure you can dodge the transaction fee or you definitely used to. ATG don’t make it obvious how to swerve this fee.
Pretty dire to treat card holders this way, especially as we have stuck with them through the pandemic.
Try doing another purchase, but don’t go and do the final part and see if you can dodge the tf.
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Post by Phantom of London on Dec 16, 2020 20:26:30 GMT
Just done a dummy run booking, as suggest above.
You don’t have to pay transaction fee, but you have to login to your ATG account before selecting your seat. As I said ATG does not make it obvious. And have made it difficult to swerve the fee in the past.
A phone call or an email to ATG I think is in order.
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Post by BurlyBeaR on Dec 16, 2020 20:32:18 GMT
I was logged in. They knew my credit card details.
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Post by BurlyBeaR on Dec 16, 2020 20:33:03 GMT
I’ll be calling them tomorrow
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Post by Phantom of London on Dec 16, 2020 23:03:27 GMT
Okay
I am well aware of the ATG membership package entails, I am a member.
And again you needed to be logged in.
When you have selected your day/date.
Underneath choose seat it says ‘Theatre Card and Access Member Log in.’, which you needed to select and log in.
This is what you didn’t do and why you have been charged a transaction fee.
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Post by BurlyBeaR on Dec 17, 2020 7:18:28 GMT
PoL without wishing to argue the toss with you, I am well aware of how to log into my ATG account. I’ve tried this several times now. After choosing the date and clicking the Theatrecard log in you go to the seat selection. Choose a seat and it brings up the pricing options which says “£xx no per ticket fee”, add it to the basket, then when you go to the summary page there’s a £3.65 transaction fee. If you choose more than one ticket on different dates there’s just one fee so I suppose it could be argued that there’s no per ticket fee but they are definitely adding a charge.
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Post by BurlyBeaR on Dec 17, 2020 11:54:00 GMT
Well, they admitted I was charged in error. As for the suggestion that my online account wasn’t connected to my Theatrecard, it’s been connected to it perfectly well for the last 4 years!
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4,965 posts
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Post by TallPaul on Dec 17, 2020 12:08:17 GMT
I bet Cher now wishes she really could turn back time. 🙂 Still, it's nice to know she's been keeping herself busy over the last nine months.
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Post by Deleted on Dec 17, 2020 12:25:10 GMT
I am sure you can dodge the transaction fee or you definitely used to. ATG don’t make it obvious how to swerve this fee. Pretty dire to treat card holders this way, especially as we have stuck with them through the pandemic.Try doing another purchase, but don’t go and do the final part and see if you can dodge the tf. Wow. Sense of entitlement in this thread. Pretty dire to quibble over £3.65 with a Ccmpany, who have extended the TheatreCard free of charge, whilst absolutely decimated by the ongoing pandemic.
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Post by Someone in a tree on Dec 17, 2020 12:31:13 GMT
I hate booking and admin fees. I wish venues charged a wee bit more or offered discounts for members.
The fees to me just appear to wind folk up
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Post by talkingheads on Dec 17, 2020 12:41:42 GMT
I hate booking and admin fees. I wish venues charged a wee bit more or offered discounts for members. The fees to me just appear to wind folk up I can't stand when they charge a fee for box office collection. Or worse, charge you to print tickets at home!
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18,828 posts
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Post by BurlyBeaR on Dec 17, 2020 13:11:12 GMT
That’s another thing, no option to get proper physical tickets for Bedknobs. All email in order to enable contact free at the theatre apparently. So they can scan a bar code on a printout but not on a ticket presumably? That’s the end of my scrapbooking days! Might as well throw that Pritt Stick out! 😡
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Post by Phantom of London on Dec 17, 2020 13:44:49 GMT
Okay I am well aware of the ATG membership package entails, I am a member. And again you needed to be logged in. When you have selected your day/date. Underneath choose seat it says ‘Theatre Card and Access Member Log in.’, which you needed to select and log in. This is what you didn’t do and why you have been charged a transaction fee. PoL without wishing to argue the toss with you, I am well aware of how to log into my ATG account. I’ve tried this several times now. After choosing the date and clicking the Theatrecard log in you go to the seat selection. Choose a seat and it brings up the pricing options which says “£xx no per ticket fee”, add it to the basket, then when you go to the summary page there’s a £3.65 transaction fee. If you choose more than one ticket on different dates there’s just one fee so I suppose it could be argued that there’s no per ticket fee but they are definitely adding a charge. Firstly not arguing the toss with you, but when you paste membership benefits, it does suggest like you don’t understand what you are doing. But then again I wouldn’t of bothered to book a ticket, I would have just got a ATG cardholder day ticket on the day for about 25% of the cost. As I said ATG deliberately make it hard to navigate their website, we have had posts on this before and if I recall a former poster brought this very issue up. How many people . As you say your email wasn’t linked to your account, exactly the same happened to me and I was being hit by the same transaction charge, several phone calls it took me to sort this out, including one that was very rude. So how interesting and shows how underhanded ATG are.
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Post by Phantom of London on Dec 17, 2020 13:50:31 GMT
I am sure you can dodge the transaction fee or you definitely used to. ATG don’t make it obvious how to swerve this fee. Pretty dire to treat card holders this way, especially as we have stuck with them through the pandemic.Try doing another purchase, but don’t go and do the final part and see if you can dodge the tf. Wow. Sense of entitlement in this thread. Pretty dire to quibble over £3.65 with a Ccmpany, who have extended the TheatreCard free of charge, whilst absolutely decimated by the ongoing pandemic. No sense of entitlement here, members are entitled to get what is promised in their membership package. But then again if ATG wasn’t owner by a US hedge fund, then their would be no suggestion they aren’t be guided by profit and acting in a underhanded manner. Personally I would like to see ATG go to the wall.
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Post by BurlyBeaR on Dec 17, 2020 13:57:02 GMT
I am sure you can dodge the transaction fee or you definitely used to. ATG don’t make it obvious how to swerve this fee. Pretty dire to treat card holders this way, especially as we have stuck with them through the pandemic.Try doing another purchase, but don’t go and do the final part and see if you can dodge the tf. Wow. Sense of entitlement in this thread. Pretty dire to quibble over £3.65 with a Ccmpany, who have extended the TheatreCard free of charge, whilst absolutely decimated by the ongoing pandemic. Totally disagree. I have every sympathy for ATG’s situation due to Covid but they’re far better equipped to weather the storm than most theatres. Theatrecard holders are by definition their very best customers and will be amongst the first to start buying tickets and putting money into the coffers as things get back to normal. So yes I will quibble over a transaction charge when it’s loudly advertised as not applying.
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Post by talkingheads on Jun 12, 2021 18:29:02 GMT
Is anybody else having trouble with the ATG website? Every time I login, it takes me to a list of performances with no way to access my account and booking history.
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Post by jaqs on Jun 12, 2021 19:14:37 GMT
Is anybody else having trouble with the ATG website? Every time I login, it takes me to a list of performances with no way to access my account and booking history. I’ve found I have to google ATG account login to get to it. Utterly ridiculous.
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Post by talkingheads on Jun 12, 2021 19:30:51 GMT
Is anybody else having trouble with the ATG website? Every time I login, it takes me to a list of performances with no way to access my account and booking history. I’ve found I have to google ATG account login to get to it. Utterly ridiculous. It really is, a 'My Account' button should be built into every page, it's basic stuff!
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Post by marob on Jun 12, 2021 19:31:25 GMT
When you think how many theatres ATG owns in the West End and across the UK it always amazes me how they can have such a s*** website. No matter how many times they change it, it still never works properly.
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Post by BurlyBeaR on Jun 12, 2021 19:40:19 GMT
They've had all this time too,and it’s still absolutely horrible.
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Post by partytentdown on Jun 13, 2021 10:34:06 GMT
I've had this card for about 3 years and have (pandemic aside) never received any kind of notice of a pre-sale, special offer, discount etc. I've asked them numerous times if I need to be added to a mailing list but never seem to get added. I rely on this board to tell me when stuff is going on sale.
Does anyone else have this problem? I won't be renewing.
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Post by robertb213 on Jun 13, 2021 11:33:02 GMT
I've had this card for about 3 years and have (pandemic aside) never received any kind of notice of a pre-sale, special offer, discount etc. I've asked them numerous times if I need to be added to a mailing list but never seem to get added. I rely on this board to tell me when stuff is going on sale. Does anyone else have this problem? I won't be renewing. I've never had any emailed offers either and I've been a member for about the same length of time. I've just become used to logging in and checking the shows I want to see, and finding the deals that way. My nearest venue is Milton Keynes and there's always deals on the opening night, sometimes other nights as well. It's weird that they don't email to push the offers, but the offers are generally still worth having so I'll be renewing when the time comes.
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Post by Joseph Buquet on Jun 13, 2021 12:03:28 GMT
I've had this card for about 3 years and have (pandemic aside) never received any kind of notice of a pre-sale, special offer, discount etc. I've asked them numerous times if I need to be added to a mailing list but never seem to get added. I rely on this board to tell me when stuff is going on sale. Does anyone else have this problem? I won't be renewing. I’ve been an ATG member for years. A couple of years ago, it occurred to me that I wasn’t receiving any emails from them, so was missing out on pre-sales, etc (which is kind of the point of the card). I find with most companies that even when you don’t want to sign-up to their mailing list, it still somehow happens. But with ATG it was the opposite - I couldn’t find any way of getting myself added! Eventually I emailed them and asked them to get me added. It took a bit of correspondence, but as soon as they added me, the emails flooded in!
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Post by marob on Jun 13, 2021 12:12:58 GMT
They send me marketing stuff for Bristol Hippodrome all the time, which I wouldn’t mind but I’ve never been to Bristol. There was a page on the website, which I can’t find now, where you could change your marketing preferences.
It made no difference anyway because they still send them to me, but maybe if you’re adding something it might work. Who knows with their website. 🤷🏻♂️
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Post by BurlyBeaR on Jun 13, 2021 12:20:14 GMT
I've had this card for about 3 years and have (pandemic aside) never received any kind of notice of a pre-sale, special offer, discount etc. I've asked them numerous times if I need to be added to a mailing list but never seem to get added. I rely on this board to tell me when stuff is going on sale. Does anyone else have this problem? I won't be renewing. Well known issue which they seem incapable of resolving. I’ve spoken to them a couple of times about it (way back when you could actually speak to them) and they just tell me I’m set up to get them… but I don’t. When I insist they go into the check your junk mail spiel and you can tell they just think it’s the customers fault because “system says yes”. I even told them about this forum and that loads of people complain about it and asked them to flag back to their tech teams… nothing happens.
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Post by talkingheads on Jun 14, 2021 10:49:24 GMT
I asked ATG about it, they sent me a direct link to login to my account and assured me that their team are aware of the problem and are working on it.
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Post by richey on Jun 14, 2021 12:20:15 GMT
Did anyone else who already has a Theatrecard recieve a survey from ATG last week? I got one and when I started answering them it seemed like the questions were geared to those who had never heard of the card and trying to push the benefits of signing up for one. It all felt a bit weird. I did have a bit of a rant in the 'other comments' section about the ludicrous scheme of bringing food and drink orders to seats.
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Post by CG on the loose on Jun 15, 2021 19:10:48 GMT
Never occurred to me to google the login page ... now done and bookmarked, thanks jaqs! Beforehand I'd just pick any show, any date, click on the ATG Member toggle and log in to access my account. Doesn't solve the lack of pre-sale heads-up etc mind. Really will have to get into it with them one of these days.
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