ATG reaction to Covid

Got another email yesterday about my credit vouchers and now all three shows have been processed and the vouchers show up in my account. Have more shows booked with ATG for June, doubt that will happen or those shows may get cancelled anyway.

I just don't understand why it would be so difficult to halt sales until June, especially now the National have closed until the end of June. More work in the short term but in the long term saves people booking then having to rebook.

I just logged into my ATG account to check for any updates. When I checked my recent orders it only shows my order for A Dolls House in July. Both my orders for Cyrano (which is weird but doesn’t really matter anymore) and The Seagull are gone. I checked my email and I’ve still got the confirmation email for The Seagull with my order number. The ticket would have been for the 9.4.
So what’s up with that? Why is that order gone from my account? I haven’t heard anything from ATG since the general email about cancellation they sent out some time ago.
Should I contact them or just wait? It really bugs me that this order is gone from my account. The ticket wasn't cheap... :/

ETA: Seems like my order for Good in September is gone too. Is the site glitching? Or should I be worried?

^The key point in the above is surely that people should have a variety of choice on refunds.The choices need to be made crystal clear to ticket-buyers.Producers,agencies etc need to remember that punters will have long memories if they feel or perceive that they are being hood-winked in any way.Mike Ashley’s profuse apologies this morning suggest that he knows that his empire may have already hit a Ratners moment(younger posters will have to look up this reference).My local pharmacy that is charging £10 for a standard box of paracetamol and then blaming suppliers when exposed will never ever get my custom again as it simply profiteering.
Respect to realmissbarnaby for giving a candid,honest and sensitive view ‘from the inside’... best wishes to all those like yourself who are trying to cope with this economic tsunami...depressingly as well as the horrific impact of the virus on mortality rates,I fear that the indoor entertainment field is going to have a very traumatic twelve months at the very least.🙁

100% agree. Their technology is terrible and their response to this (at company level; I do of course appreciate the hard work the guys on the ground are doing) has been the worst, by a mile, of all the companies I had bookings with.

Their lack of transparency re consumer's rights is also very frustrating and hardly makes you want to do them any favours.

Lovely e-mails from Hope Mill and Royal Exchange, both of which I have donated to.

The Upcoming Events page only shows A Dolls House for me, just like the Recent Orders page...

Seems like I’ve got a voucher with a number but I need a redemption code for it which might be the same thing Dom described. I don’t want a voucher either. I would rather have a full refund.

This is all very weird. 

Want to put this into context:

BFI - Refund
Delfont Mackintosh - Refund
Travelogue - Refund
Trainline - Refund
ATG - Not one email after almost two weeks since the show was cancelled.

Says it all really. I will go so far as to say, if a company won’t/can’t offer a refund, it’s more then likely the money has been spent.

I still haven't heard from ATG about a performance that should have already happened. I understand the need for patience, but it is a bit jarring to find out that ATG staff are spending their time doing bookings when the company hasn't even got round to dealing with refunds for dates that have already passed!

I have no idea if I am going to be able to re-book for another date as ATG haven't even bothered to send me an email. Compared to how almost every other company has dealt with this it is really poor.

This!

Literally everyone else has managed it.....

That worries me as my booking was for Wednesday just past and I haven't heard a thing from ATG!

Very grateful for all you and your colleagues are doing despite the disorganization, just getting increasingly concerned my booking has slipped through the net. But it is the fault of your bosses for unnecessarily laying off workers and not investing in sufficient systems, nothing else. I was deliberately not contacting ATG given the scale of the refund task, but perhaps now I will have to eventually if I can find a senior management address!

ATG's technology must be truly awful judging by their response to the cancellations. I have no doubt that their employees are doing their best, but it's obvious that someone at the top is doing a terrible job. My booking is well in the past and they are not replying my emails, and I returned their form ages ago.

All my bookings from other sources have been sorted or at least acknowledged, with confirmations that they will be exchanged or refunded.  ATG have not even acknowledged my booking with them.

Overall, ATG are doing an abysmal job which is very frustrating and unfair.

The ATG situation is a tricky one.

I do agree with posters above that we are in a national crisis, our money is (ultimately) safe and that patience is required.

Playing devil's advocate though, I think there are specific grievances with ATG as patrons have had years of poor customer service (particularly relating to IT systems) and if one could have predicted who would struggle the most in a situation like this, most people would say ATG.

Yes they are big, but that should not equate to poor customer service. If you are a company selling 100 tickets a day, you might have 1 customer service agent. 200 = 2, 1000 = 10. Etc etc. It should be scaled relative to the company. Unless you have always been trying to get by on the minimum possible.

Further, over the years, profit and the image of a hard nosed corporate is what comes across. Their regional theatres with increasingly vulgar overpriced kiosks everywhere, the dire Ordertorium service encouraging the audience to spend spend spend and become paralytic and their being behind the curve in looking after their buildings doesn't go unnoticed.

I guess what I am saying is that although I agree we should be sympathetic to everyone now due to these unprecedented times, I think perhaps people find it harder when ATG put on a suboptimal response due to the nature of previous interactions with the company.

And not stating on their communications that people are getting that refunds are an option is just plain wrong morally.

Anyway, there we are. I do agree with those who say we must learn patience. Society, myself absolutely included, find that hard as we have become increasingly used to now now now. But maybe if any good comes of the current situation is that maybe we will learn to take a breath and wait for situations to unfold. I'm not great at that, but I'll try :-)

And it goes without saying that I think we are all grateful for the efforts the guys on the ground at ATG (and everywhere!) are currently making.