Theatres, agencies, policies and services.

Yup, I requested refunds for 6 things on the online form - the earliest was 3 weeks ago. In the interim have had vouchers for 3 of them!
So seems the time to get to the online form is 3 weeks minimum. Did Tweet to ask what response times were. I don't really mind TBO, if ATG replied saying it was taking X number of weeks to get to the forms, at least would manage expectations. But they just said they were busy and would eventually get to the form!

I don't know a single person that has actually had a refund though!

On City of Angels, with predictions now coming in that we won't be open again until September, wonder if this will also be pulled.
Also wonder if it does re open, if Houchen, Craig et al would extend. Cast half the (limited) appeal for me on this one!

Me again. I can assure you ATG are issuing refunds. We have now worked through around 30% of all refund requests through to April 9th. The remaining 70% will be dont by end of next week. Then we start on the next wave. I know everyone understands this but ATG are dealing with 600 deferent productions across 33 di=fervent theatres across the UK and most of the producers and theatre companies are asking us to transfer the bookings to fiuture rescheduled performances. We have 315000 orders to deal with and of course we are trying to keep as many bookings as possible in the shows accounts as they get rescheduled. Over 75 dates have already been moved and are confirmed on the website. Personally I have already administered over 85 individual refunds and more than 200 rebookings into the same show for future performances-particularly wicked and pretty women. I know its a tough time for everyone but please do not say things like ATG will never give refunds when we are doing exactly that. Yes its way too slow but the total number of bookings we are dealing with is enormous and so much more than all the other theatres companies because of the huge number of different productions and different policies that each of the theatre companies want us to service. The RSC have a different policy to The Lion King. The NT wants us to do something different to Back to the futures. People are getting refunds. I absolutely promise but of course we are helping people exchange into future shows or swapping for vouchers too. Most people want to switch to future shows, September is already booking very well and pantomimes are very very popular. When all this is over-whenever that may be we need to make sure the theatre producers have an audience to reform to. Otherwise they will all go bust and there wont be shows for months and months. ATG are the biggest theatre company in the world. Don’t forget all our venues in Germany and US too. Please I promise. I am in my kitchen, dealing with customers every day. As are 60 or so of my colleagues. Bear with us. Be well. Be safe. Stay inside. God Bless.

Giving you a socially distanced hug.

I think it's a great idea, so we can all share our experiences as they happen.

I have no complains so far with refunds and exchanges with the exception of ATG.  They should really learn a thing or two from Nimax.

I do want to believe that ATG are doing the refunds, but the evidence so far seems to suggest that they aren't.  My booking for a performance on March 23rd is still pending although I sent the form three weeks ago. A friend who called them with a similar issue was told that they are unable to process refunds while working from home, while another friend was told that all the refunds for shows in March have already been processed, which can't be true, my booking is from March and I am still waiting.  Sounds to me as if they are making it up as they go along.

I have to say that most of the responses I've had from varying companies has been good and I've been impressed by how well places are dealing with all of this, particularly considering this is on a never seen before scale. Ticketmaster has actually been one of the best and quickest which I admit surprised me as it's certainly one of the biggest agencies out there dealing with goodness knows how many events. The one thing this will do is make me remember just who was on top of it and who wasn't when it comes to bookings in the future, where there's a choice of sites those who were on the ball will get my custom. Also those who had a set up where it was easy to choose refund/credit/transfer to new date/donation will be higher on my go to list than those making life difficult - not theatre as such but certainly looking at BA as last resort going forward.

So I have just had 3 e-mails from Starlight Express in Germany issuing vouchers! Not a problem for me as I will definitely be back to that one :-)
E-mails all in German of course but a quick run through google translate explained things nicely.
Very relieved it happened automatically as I didn't fancy trying to explain myself over the phone or fill out any online forms!

Also had an e-mail from Delfont Mackintosh giving you the choice of options (was due to see Les Mis next week - very sorry to miss out as had booked especially to see Richard Carson as Javert). Clicked through for the refund on that one as would like a Richard specific performance when it's back up and running so I'll book that myself rather than exchange now.

Most of my refunds/credit notes/donations have been very smooth - however the two biggies I have outstanding are the Southbank Centre and the Barbican. For both of them, the first of the dates for events which I should have gone to have now passed, and for both of them, they've asked what I want to do (in both cases, I can't really afford the full amount to be donated, so I'm looking to get a full refund and then donate a portion back). Southbank Centre initially asked for an email to say what I wanted to do, and then later offered a webpage for me to do the same thing. Barbican asked for my bank account details (rather strange when they already have my credit card info), but again nothing has been returned. I'm due several hundred pounds from both of them for events already cancelled.

ATG for The Doctor now has refund in the pipeline.expensive tix. They wanted to rebook me but never gonna happen. One that got away.
The Park, I let them keep the money.
National giving vouchers which are ok for the future I think. I will prob send a donation. ( I can always use these for someone else in the family I think)
RSC I let them keep the money, not expensive seats.
Jermyn Street. I let them keep the money. Now they have had a flood, they are pretty down. Prob will send a further donation.

Just got off the phone to a lovely guy from ATG. I've managed to get the credit card refund ball rolling for a number of tickets today (having submitted the online form a few days ago). That leaves 1 e-voucher on my account rather than the current 3 vouchers which is more manageable and I can use that to book for the POTO Manchester dates if/when the dates get rescheduled.

I'm now just waiting for the Park theatre to get back to me as my last London theatre to get a refund / vouchers from.

Manc REX - No recent contact from them, but I did get an e-mail a few weeks ago saying that they are currently exploring options about future programming so they will give further info later on about exchanges and/or refunds.

Ticketmaster - Email last Friday stating My May performance of Hairspray was cancelled. This Friday £210 returned to my Bank account. Great Customer Service.
Nimax - Promised refund for City of Angels - 17 Days later still waiting...
ATG - Promised refunds for Back to the Future ands Pretty Woman - 26 Days later still waiting...
I am extremely fortunate to be able to continue my job from home but for all those awaiting refunds to pay bills this is a very poor response from some of the larger companies.