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Post by Phantom of London on Sept 1, 2021 20:56:17 GMT
Conversely a empty house will affect the atmosphere that in turn will affect word of mouth, that could affect future ticket sales. This is more likely in the West End that on tour.
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Post by talkingheads on Sept 29, 2021 14:59:40 GMT
Fine tuning my plans for December and I am aghast that the ATG website is still - STILL - completely useless when it comes to either logging in to my account and finding a list of my bookings. How difficult is it to put in a My Account button and a My Bookings button, prominently displayed on the front page? I just cannot fathom who is profiting - the customer gets shafted and the poor admin staff have to deal with hundreds if not thousands of messages which could be solved with two buttons!
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3,316 posts
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Post by david on Sept 29, 2021 15:14:59 GMT
Fine tuning my plans for December and I am aghast that the ATG website is still - STILL - completely useless when it comes to either logging in to my account and finding a list of my bookings. How difficult is it to put in a My Account button and a My Bookings button, prominently displayed on the front page? I just cannot fathom who is profiting - the customer gets shafted and the poor admin staff have to deal with hundreds if not thousands of messages which could be solved with two buttons! 100% this. Trying to access your account should be front and centre on their website on the but ATG don’t seem to think it’s needed (yet every other purchasing website has this facility). I do wonder when the website got its facelift, why nobody even thought about accessing accounts easily. They also appear to have removed the upcoming shows info as well. This has to be the most frustrating theatre website to use. Not user friendly at all. |
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Post by danb on Sept 29, 2021 16:15:14 GMT
When I made a last minute trip to ‘Grease’ in Bristol last week the whole of the Upper Circle was unsold when I left home, yet 45 minutes later when I got there it was somehow full? Magic!
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5,057 posts
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Post by Phantom of London on Sept 29, 2021 16:40:02 GMT
I am not a fan of ATG despite being a card holder.
They still make it hard for card holders to swerve on the booking fees, even with a new website layout.
They also offer ticket protection, how good this is, is anyone’s guess? Now you have to “opt out” from this service, rather than “opt in.” I have bought a ticket twice before, when I didn’t really want this service.
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Post by FrontrowverPaul on Oct 11, 2021 16:18:48 GMT
I had a booking to see Bat Out Of Hell at the New Theatre Oxford last Wednesday 6 October, matinee performance. Was then notified by ATG about 6 weeks ago that the whole run at Oxford had been put back a week and my booking transferred to this coming Wednesday 13 October, same time and seat. Unfortunately I can't make that date and completed the request to receive a refund or credit instead.
Last contact was a holding reply on 10 September and I'm now receiving reminders/COVID advice about my booking on 13 October so clearly nothing has been done. Tried to contact ATG but always just get a 30 minutes plus waiting time message every time and I can't find a direct line number to the Oxford box office. I have left a message on a Stage Door number but not confident they will be able to help.
Now just a bit concerned that if October 13 passes I can't prove I didn't go. Any views or alternative number ?
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Post by ruthieh on Oct 11, 2021 18:32:23 GMT
I had a booking to see Bat Out Of Hell at the New Theatre Oxford last Wednesday 6 October, matinee performance. Was then notified by ATG about 6 weeks ago that the whole run at Oxford had been put back a week and my booking transferred to this coming Wednesday 13 October, same time and seat. Unfortunately I can't make that date and completed the request to receive a refund or credit instead. Last contact was a holding reply on 10 September and I'm now receiving reminders/COVID advice about my booking on 13 October so clearly nothing has been done. Tried to contact ATG but always just get a 30 minutes plus waiting time message every time and I can't find a direct line number to the Oxford box office. I have left a message on a Stage Door number but not confident they will be able to help. Now just a bit concerned that if October 13 passes I can't prove I didn't go. Any views or alternative number ? I’m almost exactly the same tbh. I had great customer service over Prima Facie recently, so have tried the same contact in the hope that will work… |
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Post by shady23 on Oct 11, 2021 19:16:29 GMT
ATG customer service is absolutely dreadful.
I feel so sorry for those wanting to book access tickets. They cannot do it online anymore and have to ring a number instead. Twitter is full of people being on hold an hour a day, at a big cost to their phone bill, day after day and the call never getting answered.
Is it not against the law to treat people with a disability in this second class way? It is certainly totally immoral.
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Post by danb on Oct 16, 2021 5:42:59 GMT
It is a real double standard as the individual shows will have been desperate for us to support the arts during lockdown, but are represented by a company that refuses to plough the required resource in to get everything back running smoothly for the customer.
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4,361 posts
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Post by shady23 on Oct 16, 2021 11:40:40 GMT
They are just ignoring queries on social media now. No response to any twitter queries since October 1st.
Their customer service is diabolical.
I needed help recently re a booking and rang (no answer), emailed several times, tweeted, dm'd. I only eventually got a response as the show I was trying to sort tickets for escalated it with ATG on my behalf, otherwise I would still be waiting. This was several months since the initial query too.
It really is not good enough.
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19,780 posts
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Post by BurlyBeaR on Oct 16, 2021 13:20:40 GMT
ATG customer service is absolutely dreadful. I feel so sorry for those wanting to book access tickets. They cannot do it online anymore and have to ring a number instead. Tqitter is full of people being on hold an hour a day, at a big cost to their phone bill, day after day and the call never getting answered. Is it not against the law to treat people with a disability in this second class way? It is certainly totally immoral. Which ATG make the revenue off, not their telecoms provider. I suppose it’s one way to refill the coffers. |
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Post by danb on Oct 16, 2021 20:44:29 GMT
Best to tweet them, not DM. Shame them into action. Covid is no longer a valid excuse for poor customer service or a lack of manpower. It is a cynical and manipulative excuse.
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4,361 posts
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Post by shady23 on Oct 16, 2021 23:54:39 GMT
That is my point though. They haven't replied to any tweets since 1st October. They are just ignoring them.
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Post by talkingheads on Oct 17, 2021 8:52:22 GMT
I'm honestly thinking about cancelling my ATG Card. They make it so difficult to login to get the discount that if you're buying tickets in a hurry, it's actually easier just to pay the fee. I never get emails about presales despite repeatedly signing up to their list and their website remains the worst I have ever had the misfortune to encounter. If they haven't introduced a simple, easy to navigate My Account button and list of bookings, they never will.
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530 posts
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Post by jampot on Oct 17, 2021 12:28:52 GMT
I'm honestly thinking about cancelling my ATG Card. They make it so difficult to login to get the discount that if you're buying tickets in a hurry, it's actually easier just to pay the fee. I never get emails about presales despite repeatedly signing up to their list and their website remains the worst I have ever had the misfortune to encounter. If they haven't introduced a simple, easy to navigate My Account button and list of bookings, they never will. Always been there for me ref bookings..log in..scroll to bottom of page ..click on manage account..brings up recent bookings which can be clicked on to open up the booking.. if they don't go back far enough click on management options and then order history then you have the whole list... |
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Post by BurlyBeaR on Oct 17, 2021 12:56:17 GMT
Log in how? Where?
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530 posts
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Post by jampot on Oct 17, 2021 13:13:01 GMT
Google atg then in the results it will say my account click on that..Or Google atg login..that will also work...then follow previous instructions... |
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19,780 posts
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Post by BurlyBeaR on Oct 17, 2021 13:14:24 GMT
Google atg then in the results it will say my account click on that..Or Google atg login..that will also work...then follow previous instructions... Exactly! What’s the problem with having a Log In button on the homepage? |
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19,780 posts
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Post by BurlyBeaR on Oct 17, 2021 13:21:18 GMT
Another thing that absolutely grinds my gears is the dates thing.
So, you go to the homepage, search the show you want to see. Choose the venue and then pick the first choice of date you’re thinking of booking. You move the Theatrecard slider over to “yes” and hit “ choose seats”. Now you finally get asked to log in, you do that and you’re shown the seat map. Lo and behold there’s nothing you want to book so you decide to look on a different date. Unless I’m missing something you can’t do this without going right back to the start of the process, or hitting the back button until you get tothe date selector again. You choose your new date and then it’s “are you a card holder” and “sign in” all over again..ITS ABSOLUTELY INFURIATING 😡. Why can’t they just let you jump between dates without going back to the start? I don’t know of another booking engine that doesn’t let you do this and it’s pathetic that ATG haven’t sussed this out.
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Post by dontdreamit on Oct 17, 2021 18:28:49 GMT
So I am currently trying to book some more tickets for Bat in Wimbledon (predicable much!)
I get the Wimbledon calendar up. Click that I am a theatrecard member, click on a date, it takes me to the log in page. I log in and the message I get is that I must have a valid event selected.
I’ve just spent the best part of half an hour trying to book more tickets and failing. I don’t want to pay the booking fee as I’ve paid for the membership card!
And one of my bookings has fallen off the face of the earth- it changed from a singalong to a normal performance but is the only one I can’t find when I check all my booking references.
Just very frustrated tonight! 😖
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Post by dontdreamit on Oct 17, 2021 18:47:20 GMT
And do we still pay the transaction fee if we have a membership? I had put tickets for another venue in my basket and won’t let me add anything else... I have 8 different venues I want to book tickets to tonight and I don’t see why I should pay 8 lots of transaction fees because it won’t let me put more than one set of tickets in a basket.
When I first bought tickets in 2019 for the tour I was able to buy tickets for multiple venues at once in one transaction
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19,780 posts
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Post by BurlyBeaR on Oct 17, 2021 19:05:57 GMT
And do we still pay the transaction fee if we have a membership? I had put tickets for another venue in my basket and won’t let me add anything else... I have 8 different venues I want to book tickets to tonight and I don’t see why I should pay 8 lots of transaction fees because it won’t let me put more than one set of tickets in a basket. When I first bought tickets in 2019 for the tour I was able to buy tickets for multiple venues at once in one transaction Complain here |
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Post by dontdreamit on Oct 17, 2021 19:19:16 GMT
And do we still pay the transaction fee if we have a membership? I had put tickets for another venue in my basket and won’t let me add anything else... I have 8 different venues I want to book tickets to tonight and I don’t see why I should pay 8 lots of transaction fees because it won’t let me put more than one set of tickets in a basket. When I first bought tickets in 2019 for the tour I was able to buy tickets for multiple venues at once in one transaction Complain hereHave done already! I’ve just finally managed to book tickets at 3 ATG venues and just paid one transaction fee... by using Microsoft Edge as a browser. Couldn’t do it on either Safari or Google Chrome. It’s 2021- surely web developers have moved past the everything working on Microsoft only phase? |
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Post by richey on Oct 17, 2021 21:31:46 GMT
Another thing that absolutely grinds my gears is the dates thing. So, you go to the homepage, search the show you want to see. Choose the venue and then pick the first choice of date you’re thinking of booking. You move the Theatrecard slider over to “yes” and hit “ choose seats”. Now you finally get asked to log in, you do that and you’re shown the seat map. Lo and behold there’s nothing you want to book so you decide to look on a different date. Unless I’m missing something you can’t do this without going right back to the start of the process, or hitting the back button until you get tothe date selector again. You choose your new date and then it’s “are you a card holder” and “sign in” all over again..ITS ABSOLUTELY INFURIATING 😡. Why can’t they just let you jump between dates without going back to the start? I don’t know of another booking engine that doesn’t let you do this and it’s pathetic that ATG haven’t sussed this out. This infuriates me too! I've spent hours trying to compare seats on different dates and having to log on between each page |
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Post by talkingheads on Oct 18, 2021 6:58:45 GMT
I'm honestly thinking about cancelling my ATG Card. They make it so difficult to login to get the discount that if you're buying tickets in a hurry, it's actually easier just to pay the fee. I never get emails about presales despite repeatedly signing up to their list and their website remains the worst I have ever had the misfortune to encounter. If they haven't introduced a simple, easy to navigate My Account button and list of bookings, they never will. Always been there for me ref bookings..log in..scroll to bottom of page ..click on manage account..brings up recent bookings which can be clicked on to open up the booking.. if they don't go back far enough click on management options and then order history then you have the whole list... The only list I can ever see is a list if booking numbers, not great when you have lots booked and want to find a specific show quickly. Honestly I just feel like a broken record at this point, but honestly - what to ATG think they're doing? What's the benefit to them, making the website so useless? Surely dealing with all these complaints eat up their time that could be spent... FIXING THE WEBSITE! |
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