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Post by realmissbarnaby on Mar 20, 2020 10:39:12 GMT
Hi. Me again (!). Phone room going crazy. Most people happy with the voucher etc including all the normal ATG fees - anyway, if you don’t want the voucher just ask for a refund in the form. Refunds will be processed-not an issue at all. It’s just the producers are all trying to get people to exchange for vouchers so that the money comes back immediately we are all past this horrid period. ATG are happy to offer refunds, just following what the producers have asked for-they figure that the shows will be on again from late juice. So that is when we have been advised to exchange people into-like for the long running shows like Come form away and wicked etc...apparently we will be open by July at latest. Maybe wishful thinking but we could all do with the work so i hope it is true. Mostly i have had about half wanting to exchange for furture performance (most of the prett woman audience-god love them) about 25% demanding refund - but nicely actually and about 25% liking the voucher.....likely to change i expect as more shows get cancelled in coming week. M and me are working on a September restart to life ()budget) as i think July is still a bit too soon to be sure of work?? God bless. X
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Post by Deleted on Mar 20, 2020 13:45:23 GMT
Hi. Me again (!). Phone room going crazy. Most people happy with the voucher etc including all the normal ATG fees - anyway, if you don’t want the voucher just ask for a refund in the form. Refunds will be processed-not an issue at all. It’s just the producers are all trying to get people to exchange for vouchers so that the money comes back immediately we are all past this horrid period. ATG are happy to offer refunds, just following what the producers have asked for-they figure that the shows will be on again from late juice. So that is when we have been advised to exchange people into-like for the long running shows like Come form away and wicked etc...apparently we will be open by July at latest. Maybe wishful thinking but we could all do with the work so i hope it is true. Mostly i have had about half wanting to exchange for furture performance (most of the prett woman audience-god love them) about 25% demanding refund - but nicely actually and about 25% liking the voucher.....likely to change i expect as more shows get cancelled in coming week. M and me are working on a September restart to life ()budget) as i think July is still a bit too soon to be sure of work?? God bless. X Thanks very much for posting - always great to get knowledge from those on the front line! Quick question - do we still wait for ATG to contact us by e-mail asking us to fill out the form? Or are we meant to proactively fill out the form on the website without first being contacted by ATG? (I am waiting on a show I was meant to see on Tuesday!) Thanks for your efforts, you must be flat out - keep up the great work :-) |
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Post by BurlyBeaR on Mar 20, 2020 13:56:59 GMT
The form doesn’t actually give the option for a refund. It offers an exchange, a voucher or some “other” type of query which is I’ve used to ask for the money to be refunded.
I had a lovely call from Home mcr this morning where I was very non-pushily offered the chance to donate.i gave them £10 of my £40 refund and she sounded delighted with that. I also just had a leeds Playhouse email for A Little Night Music and I was offered the same, full refund or part refund part donation, all done by clicking buttons.
I know ATG are in a different lever in terms of size but not clearly offering the full refund back to your card seems a bit non-transparent to say the least.
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Post by TallPaul on Mar 20, 2020 14:13:06 GMT
I was offered the same, full refund or part refund part donation, all done by clicking buttons. The online form I completed for Leeds Playhouse was the exact same one I completed for Sheffield Theatres. I know they both use Spektrix, so if it isn't included with the 'standard' package, they must have both bought it in since Tuesday. Oddly, Hull Truck, which also uses Spektrix, has gone down a different route, and has asked me to contact it by either phone or email. |
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Post by Deleted on Mar 20, 2020 15:24:41 GMT
Quick question - do we still wait for ATG to contact us by e-mail asking us to fill out the form? Or are we meant to proactively fill out the form on the website without first being contacted by ATG? You wait and they will contact you. I've found that the email arrives about 48 hours before your booked show date. Cool - thanks :-) So I had ATG shows booked for Tues and Weds gone but I guess there is a big backlog for the dates that have passed this week. |
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Post by realmissbarnaby on Mar 20, 2020 15:37:33 GMT
Thanks. We WILL get to you-promise. If we dont-in the time you need go online-fill in the form and if you dont want to consider a future show or a 12+ month voucher then just say in the ‘other’ box you want a refund and yuo will be contacted in a few days max. It’s absolute mayhem here but people are being really nice and especially kind re our jobs etc...i know a lot of companies are letting people go, which I understand but its going to be awful if its for more than 2 or 3 months. We dont have enough to pay bills beyond July i dont think...hopefully the gov get us a bridge or similar. All the staff here are really worried-Weirdly all our pantomime bookings were up yesterday so people obviously looking forward to a funny Christmas and a bit of a good night out. God bless all. Please be kind.
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Post by jcs619 on Mar 24, 2020 18:23:09 GMT
Quite an underhand way of doing things at ATG - £163.50 Credited to my account in gift certificate- no email stating this at all. No mention of how to go about getting the actual money which is really needed in these difficult times. Very poor customer service.
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Post by Dr Tom on Mar 24, 2020 18:56:03 GMT
Quite an underhand way of doing things at ATG - £163.50 Credited to my account in gift certificate- no email stating this at all. No mention of how to go about getting the actual money which is really needed in these difficult times. Very poor customer service. Can't see any obvious credits in my account, although I notice the show I'm meant to be seeing tonight (Beautiful at New Wimbledon Theatre) is no longer showing in the upcoming events. Still not heard anything officially (hopefully nobody assumes the show is still on despite all the warnings and turns up anyway). Scary really looking at how many orders are in the account and that I booked a batch of tickets only 13 days ago, before we knew how bad this would get. I'll be another person needing cash for these. There's a good chance the money will end up back with ATG in the long term, but account credit is no good in the short term. Edit - To be fair to ATG, there was the catch-all email four days ago saying there are no shows until April 26, but that only gives you the option to contact them to exchange to another performance. |
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Post by Deleted on Mar 24, 2020 19:34:44 GMT
Another one struggling with ATG.
Actually got through on the phone this morning (would have had shows on 17th and 18th - having heard nothing, thought as was over a week and website had updated saying they are doing this week's now I'd give the phone a go).
Anyway, guy I spoke to was nice but said he didn't know why I'd not been contacted for last week's stuff.
I also have two coming up this week which he wasn't sure when I'd be contacted about.
So he said he could do a credit note. I said I'd like a refund. He said they couldn't do refunds at mo as they were working from home (fair enough) and system wasn't set up for this. He said he'd make a note of my order numbers and process refunds in a week or so. All sounded a bit vague.
TBO if it was another company I would just trust in the process and not have called. But IT and organisation when it comes to ticketing are not ATGs forte. And sending e-mails REALLY is not their forte (lost count of number of times I have tried to get them to e-mail me about the theatres I am interested in). Pre-sale e-mails also totally random.
So is of no surprise at all that we are all having different ATG experiences!
Not having a go at the team at all - I am sure all the service agents are doing a great job, and they must be having a tough time.
But other companies are organised better from a higher level. Have been contacted by all other theatres I had tickets with. Hey ho! Am sure will all be fine in the end!
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Post by samuelwhiskers on Mar 25, 2020 7:48:48 GMT
Same. I had Blithe Spirit booked for 17th March and haven’t been contacted by ATG.
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Post by Deleted on Mar 25, 2020 9:21:03 GMT
Think I’ll give it a couple of weeks, see if it all comes out in the wash, and call then again if needed. I have Germany tickets that will need refunding/rebooking in due course which will have the added language challenge. Think will need to call on my friend viserys :-) |
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Post by viserys on Mar 25, 2020 9:29:42 GMT
Think I’ll give it a couple of weeks, see if it all comes out in the wash, and call then again if needed. I have Germany tickets that will need refunding/rebooking in due course which will have the added language challenge. Think will need to call on my friend viserys :-) *flees to Hawaii I wish! Nah, if you (or anyone else) need help with German stuff, I'll try my best  |
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Post by danb on Mar 25, 2020 10:27:25 GMT
I hadn’t even thought about refunds etc. I’m happy for future credit I guess...its spent, so short of putting it back on to the credit card, will be money to look forward to spending at a later date.
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Post by mortal on Mar 25, 2020 11:47:17 GMT
I'd normally be ok with a credit but not knowing if I'm going to be fully paid for the next couple of months, I'd rather have refund to credit card
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Post by Deleted on Mar 25, 2020 14:44:29 GMT
I realised my Seagull ticket for tonight was through ATG after all. Haven't heard a thing from them, not even an email setting out my options or explaining the dates they are currently processing.
I don't mind if it ends up being a credit or a "hold on to your ticket for a rescheduled date" like the Old Vic are doing, but at least knowing that would be nice.
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Post by BurlyBeaR on Mar 25, 2020 15:58:35 GMT
Don’t try and get a credit card refund for several orders at the same tine in the online form. Their System can’t handle it. You have to submit one form per order.
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Post by ruby on Mar 25, 2020 16:09:41 GMT
I haven't had any emails yet for the Les Mis tour in Bristol, but I wasn't expecting any just yet as I'm booked for 10 April and 1 May. It's now on the website as starting 27 April so at the moment 1 May will be OK.
I thought I'd log on to my account in case anything had changed and noticed in my upcoming events that Rhod Gilbert's show is now showing as on 27 Oct instead of 27 June.
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Post by richey on Mar 25, 2020 22:40:35 GMT
Interesting. Wonder if ATG will do something similar for their cardholders? /?substory_index=0 |
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Post by showgirl on Mar 26, 2020 5:12:55 GMT
I wish they would as otherwise I will probably cancel mine before the next DD is due, given the existing issues (lack of emails from theatres, abysmal online experience etc). I've hardly used my membership in the last year anyway - partly through ATG still not notifying me in time to take advantage of special offers - so there's no way I've even recouped the annual fee, never mind saved more.
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Post by talkingheads on Mar 26, 2020 16:48:00 GMT
Don't know if this applies to anyone else but I just got an email from ATG saying the previous credit voucher they gave out was wrong because it didn't include the £3.65 transaction fee so they issued me with a new one that does include it, so anybdy who has already had a credit voucher might want to check that it is the right amount.
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Post by realmissbarnaby on Mar 26, 2020 17:42:11 GMT
Thanks. We made a mistake with 2 weeks of bookings unfortunately. ATG wanted to make sure every penny of our fees went back into the voucher. People have been so helpful and understanding. I had a few nasty complaints at the call but 90% are really supportive. I got told today that I am being asked to work but only being paid 60% of my salary. But there are no redundancies at all. So i think for 3 months (that’s what we were told) that is got to be better than the alternative. Apart from anything, and it sounds odd saying it, I am just so grateful for the job i have and the love of my girl. To be honest, its made me realise how much I love my job and i love th theatre. Be kind. God bless.
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Post by n1david on Mar 26, 2020 17:46:00 GMT
Thanks for the update realmissbarnaby and I'm sure our thoughts are with you working so hard for what is now a limited salary. There are lots of people making sacrifices at the moment, and it's important to remember that they are all people with lives and families and bills. |
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Post by talkingheads on Mar 27, 2020 9:27:32 GMT
They pout out a statement on the Theatrecard page:
ANNOUNCEMENT
Firstly, thank you very much for your patience, as you can imagine it’s an incredibly busy time for us at the moment and we really appreciate your understanding.
Whilst our theatres are closed, you can still benefit from your TheatreCard and book tickets for performances beyond 26th April, with the peace of mind that in the event they are postponed or cancelled, the tickets can be exchanged at no extra charge.
However, we also appreciate you’re not able to take full advantage of all your TheatreCard benefits during this time. We want to reassure that you will not lose the value of your TheatreCard, as we will be extending the duration of your Membership to reflect the time our Theatres are closed. We will be in touch regarding this as soon as possible. In the meantime, please note that you do not need to do anything, as your renewal via Direct Debit will be collected as usual.
Given we’re all unable to enjoy live theatre during this difficult time, we wanted to share with you a few online services that we enjoy and hope they will help pass the time for you too (please note we are not affiliated with any of these platforms):
• Globe Player - the best of Shakespeare’s Globe; a mixture of free and paid for content
• Marquee TV - features work from the RSC, Glyndebourne, the Royal Opera House and a selection of other companies; free trial for 30 days
• Digitaltheatre.com - plays, musicals, dance and opera; subscribe for £9.99 a month or rent shows individually
• NT Live on YouTube: From 2nd April and Thursdays going forward, watch a formerly broadcast production live or on catchup.
Your continuing support means a great deal to us, particularly during this challenging time and we thank you for your patience and understanding.
With best wishes,
The ATG TheatreCard team
Now call me a cynic but isn't it totally immoral to knowingly take money for shows that we all know will not be happening in April, given that theatres are not likely to be open never mind shows being rehearsed and up and running?
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Post by undeuxtrois on Mar 27, 2020 9:37:01 GMT
How do you request a refund from ATG rather than using the credit voucher (since it doesn't look like BTTF is coming back to Manchester)
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Post by clair on Mar 27, 2020 9:38:13 GMT
I'm not sure how many people would be booking for April if they have any sense anyway - what concerns me more is that if they encourage people to buy for shows they know are likely to be cancelled that's an awful lot of extra strain to be putting on their staff who are already facing a nightmare situation as it is.
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