532 posts
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Post by jampot on Oct 18, 2021 9:21:00 GMT
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! When I click on those booking numbers on the list..it opens up the booking with all details... |
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19,858 posts
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Post by BurlyBeaR on Oct 18, 2021 10:08:24 GMT
But the booking number doesn’t show as a hyperlink, it’s just in black text, so how would anyone know it was clickable?
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Post by talkingheads on Oct 18, 2021 10:40:20 GMT
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! When I click on those booking numbers on the list..it opens up the booking with all details... My point is that the list should show you each individual show, not booking numbers that you have to click through each one to find the show I'm looking for. |
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Post by dontdreamit on Oct 18, 2021 11:46:53 GMT
When I click on those booking numbers on the list..it opens up the booking with all details... My point is that the list should show you each individual show, not booking numbers that you have to click through each one to find the show I'm looking for. I’ve got some bookings where I’ve bought multiple dates for a show in one booking. I’ve also got a booking that has dropped off completely, but I had to go through old emails last night to find the original booking email to check to see if tht was indeed the case. |
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Post by eua78 on Oct 19, 2021 7:07:44 GMT
Sent an email enquiry on the 8th august, got a response today. Forgot I’d even sent one 😂
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19,858 posts
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Post by BurlyBeaR on Oct 19, 2021 9:37:05 GMT
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Post by danb on Oct 19, 2021 10:53:47 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! 😖 Have you tried just giving them a ring? 😂🤣😂🤣😂🤣 You must have a day when you are at a loose end? |
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1,934 posts
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Post by LaLuPone on Oct 19, 2021 14:05:18 GMT
Can you even ring them anymore? When I’ve tried their customer service number/booking line, it says they only take access bookings on it now.
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Post by Deleted on Oct 20, 2021 0:09:18 GMT
THANK YOU for this convo! I am a USA resident who travels to UK often (or did pre pandemic) for theatre, and who has qualified for accessible seating as I am profoundly deaf in one ear. I've supplied doctors' notes, etc, etc. The devices just don't help me as I still can't hear out of that darn ear! Anyway, I've been trying to book some access seating through them for the new year, and I've emailed them 8 times. I tried calling once, but after a while had to give up. The giving up and getting nothing cost an extra $80 on my phone bill.
I'm at a loss as to how to get assistance. I've booked Access thru them before. I should be in the system, but when I go to book, my email is not connected to my access account.
So frustrated.
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1,873 posts
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Post by Dave B on Oct 20, 2021 16:20:55 GMT
THANK YOU for this convo! I am a USA resident who travels to UK often (or did pre pandemic) for theatre, and who has qualified for accessible seating as I am profoundly deaf in one ear. I've supplied doctors' notes, etc, etc. The devices just don't help me as I still can't hear out of that darn ear! Anyway, I've been trying to book some access seating through them for the new year, and I've emailed them 8 times. I tried calling once, but after a while had to give up. The giving up and getting nothing cost an extra $80 on my phone bill. I'm at a loss as to how to get assistance. I've booked Access thru them before. I should be in the system, but when I go to book, my email is not connected to my access account. So frustrated. There are direct email addresses for ATG's 'access champions' listed on their website here:
I would try the appropriate one for the show(s) you have in mind as it seems like this might fall under their direct responsibility.
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Also, I find following poor customer experience going straight to the top usually gets a faster and better result, so I look up companies on www.ceoemail.com/ and send a nice and polite email requesting direct assistance for whatever my specific issue is. It only rarely gets a response direct from the CEO/MD etc but usually from their assistant or the executive complaints team and this can in turn lead to a named senior person or even a direct phone number. I can't think of a time where I've escalated like this and not had significantly better response than I've had from first or second line support.
ATG is listed up there...
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1,873 posts
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Post by Dave B on Oct 20, 2021 16:30:29 GMT
Oh and also to add, if you are not receiving a response from ATG or anyone else and you believe you have made a good faith effort to contact them (especially in the current covid era) then I'd also point you towards STAR for dispute resolution. www.star.org.uk/dispute-resolution/Have a read of their faqs www.star.org.uk/ticket-buying-advice/faqs/I'd suggest that, of the recent examples I've seen in thread, over two months to answer an email query or a large phone bill trying to get through, should qualify as enough to reasonably ask STAR to get involved and see what they say. |
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19,858 posts
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Post by BurlyBeaR on Oct 27, 2021 16:44:52 GMT
THANK YOU for this convo! I am a USA resident who travels to UK often (or did pre pandemic) for theatre, and who has qualified for accessible seating as I am profoundly deaf in one ear. I've supplied doctors' notes, etc, etc. The devices just don't help me as I still can't hear out of that darn ear! Anyway, I've been trying to book some access seating through them for the new year, and I've emailed them 8 times. I tried calling once, but after a while had to give up. The giving up and getting nothing cost an extra $80 on my phone bill. I'm at a loss as to how to get assistance. I've booked Access thru them before. I should be in the system, but when I go to book, my email is not connected to my access account. So frustrated. There are direct email addresses for ATG's 'access champions' listed on their website here:
I would try the appropriate one for the show(s) you have in mind as it seems like this might fall under their direct responsibility.
---
Also, I find following poor customer experience going straight to the top usually gets a faster and better result, so I look up companies on www.ceoemail.com/ and send a nice and polite email requesting direct assistance for whatever my specific issue is. It only rarely gets a response direct from the CEO/MD etc but usually from their assistant or the executive complaints team and this can in turn lead to a named senior person or even a direct phone number. I can't think of a time where I've escalated like this and not had significantly better response than I've had from first or second line support.
ATG is listed up there...
Tried this. The Email addresses they publish for the ATG senior management dont exist. |
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19,858 posts
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Post by BurlyBeaR on Oct 27, 2021 16:45:17 GMT
Anyone had a presale notification email lately?
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3,331 posts
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Post by david on Oct 27, 2021 17:10:58 GMT
Anyone had a presale notification email lately? , I was just about to post the same thing! Not a thing in the last few months. Only comms I’ve had are the emails about COVID stuff for the shows I’m attending. |
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Post by dontdreamit on Oct 27, 2021 17:16:44 GMT
I did today, for An Hour And A Half Late.
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5,716 posts
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Post by lynette on Oct 29, 2021 15:09:56 GMT
I Know I’m not known for my tech savvy but the AGT website is a nightmare. I am now a fully paid up member of the WTF AGT society. Trying to find out if i have indeed booked tix for the upcoming ~Four Quartets. My a/c shows invoices , no names of theatres or shows. Impossible for me to see what in fact I have booked. No email address, box office email comes back, phone lines don’t make me laugh. OH has found some kind of form to put request into so hoping for the best. Spose we will just turn up and make a lot of noise….
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3,615 posts
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Post by Rory on Oct 29, 2021 20:33:47 GMT
Anyone had a presale notification email lately? No, nothing for Ben Elton or the two returning Jamie Lloyd's at the Pinter. What's the point of being a member if you hear nothing? |
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Post by talkingheads on Nov 2, 2021 8:14:28 GMT
Half the time when I login with my card, it still charges the fee! I'm screaming into the abyss now I know but how, how HOW are they so spectacularly rubbish at every single stage of the customer experience?
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19,858 posts
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Post by BurlyBeaR on Nov 2, 2021 8:17:55 GMT
Anyone had a presale notification email lately? No, nothing for Ben Elton or the two returning Jamie Lloyd's at the Pinter. What's the point of being a member if you hear nothing? Very little point. Only a fiver off tickets (for my local venues), no presale or offer notifications because their system doesn’t work and hasn’t done for years, the ability to exchange tickets free of charge is worthless if you can’t get in touch and speak to someone on the phone… what are we getting from this? Free cloakroom? Have they knocked that on the head yet? i think it’s time to cancel the direct debit for this. |
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3,615 posts
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Post by Rory on Nov 2, 2021 10:57:50 GMT
I couldn't remember my password and it's now locked me out due to too many unsuccessful attempts and won't let me reset a new one.
I emailed them the other day but have heard nothing back so I can't book online for Cyrano, for example, if I wanted to.
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3,331 posts
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Post by david on Nov 3, 2021 19:52:28 GMT
Just been on the phone to ATG tonight (after 20 minutes being on hold) and actually managed to get through to someone at the call centre to see what was going on with the lack of emails and website issues.
With regard to the lack of emails, the guy who I spoke to looked into my account and it seems that something has changed at their end regarding communication preferences to stop me getting any of the TC emails. He has said he had reset my account so I’ll see if I get anything through in the inbox. Apparently he has had a number of calls about the lack of communications so fingers crossed what he has done has worked.
For the accessing account issues on the website, I told him about the Theatreboard discussion about the website and it being impossible to easily access accounts on the website. I’ve passed on the website to the forum and he has emailed the relevant person / dept tonight to mention the issues (he’s noted the forum address in there as well). Whether this has any effect, who knows but hopefully something might be done.
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19,858 posts
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Post by BurlyBeaR on Nov 3, 2021 20:03:40 GMT
Just been on the phone to ATG tonight (after 20 minutes being on hold) and actually managed to get through to someone at the call centre to see what was going on with the lack of emails and website issues. With regard to the lack of emails, the guy who I spoke to looked into my account and it seems that something has changed at their end regarding communication preferences to stop me getting any of the TC emails. He has said he had reset my account so I’ll see if I get anything through in the inbox. Apparently he has had a number of calls about the lack of communications so fingers crossed what he has done has worked. For the accessing account issues on the website, I told him about the Theatreboard discussion about the website and it being impossible to easily access accounts on the website. I’ve passed on the website to the forum and he has emailed the relevant person / dept tonight to mention the issues (he’s noted the forum address in there as well). Whether this has any effect, who knows but hopefully something might be done. I’ve had that exact same convo more than once, the first time being about three years ago. If it works I’ll be delighted for you david but I wouldn’t hold your breath. There is something fundamentally wrong with their system, and even if what’s just happened DOES work for you it’s not reasonable to expect every customer experiencing this problem to call in. They wouldn’t want us to either. |
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2,423 posts
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Post by robertb213 on Nov 3, 2021 23:39:20 GMT
I agree the website, communication and support are all dreadful, but for me the savings still make it worthwhile. I got Bedknobs & Broomsticks for £13, Dial M For Murder for £18.50, Magic Goes Wrong for £23.50 and just had an email for The Lion The Witch & The Wardrobe for £10 off. It is rubbish that you have to log on to check for deals rather than being told about them, but for me it's still worth £35 a year (my direct debit is going out next week!) 😁
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1,351 posts
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Post by CG on the loose on Nov 4, 2021 18:43:11 GMT
Still worth it for me too - the membership is usually* covered by savings on booking fees alone, and any actual ticket discounts are a bonus. Plus I try to get there a few minutes earlier than I used to so as to take advantage of the 25% bar discount which only applies up to 30 minutes before the show.
*not yet back to pre-COVID booking levels, so the economics are a little more questionable this year
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1,934 posts
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Post by LaLuPone on Nov 17, 2021 11:06:04 GMT
Still on hold with ATG after an hour, trying to last minute exchange a Hairspray ticket from today to tomorrow while I deal with food poisoning. It’s honestly ridiculous, especially considering this number is meant to just be for access bookings and I’m just calling because there’s nothing else I can do so close to the performance. Do they literally have 1 person on shift right now?!
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