Theatres, agencies, policies and services.

You can ask for credit to be transferred to a bank account - see www.moneysavingexpert.com/news/2020/02/coronavirus-travel-help-and-your-rights/?utm_source=MSE_Newsletter&utm_medium=email&utm_term=28-Apr-20-50604342-3261&utm_campaign=nt-hiya&utm_content=31#creditcardrefund

In other news, excellent and prompt service from Birmingham Hippodrome and LW Theatres :-)

Ha! Actioned clearly doesn't mean processed then lol. 

Anyone asked for and got a voucher for Manc Royal Exchange?

I asked for a voucher for West Side Story - have had two e-mails saying I have one, but no ACTUAL voucher or instructions on redeeming.

Does it just sit on your account or do you get an actual voucher?

Thanks.

Had an email this afternoon from ATG saying my Phantom of the Opera tickets are being rescheduled and they should know in 2 weeks when that will be for, or I can request a full credit voucher .... I’m going to phone in the morning to request a refund . I guess I’m likely to be on the phone all day . Wish me luck !

Ahhh great, thanks.
That is kind of what I assumed though the e-mail doesn't really make it clear!

Same - there is nothing visible in my account - it's all a bit nebulous!
But will similarly keep the e-mails.

My cancelled events so complicated that I've got a spreadsheet detailing refunds, reschedules, vouchers and donations. Writing the voucher codes on it for most things so have everything in one place so wouldn't have to go searching e-mails....

Well whaddya know, all my Barbican refunds have now shown up as Pending Transactions on my current account, which means they should be credited at close of business today.

My own experience on phoning ATG....

Calling at 9am on the dot - usually goes straight through (ish) - I think that's the best time.
Last Saturday mid morning - waited for an hour before the line cutting out.
Yesterday afternoon - waited 45 mins and then got through.

So I'd say if you can call 8:59 and 30 secs ish you might just be the first through.

So yesterday having waited 45 mins, I was then on phone with agent for a further hour - so 1:45 mins in total phone call. I did have a lot of bookings but, oh my God, I think their IT systems are SO complicated and antiquated and are just not able to cope with this sort of thing. She apparently processed 4 refunds for me. One she could just do, the other 3 she had to put me on hold and get help from manager. Two of them I had changed the date on previously and one was 3 shows on one booking.

I did ask if she thought these refunds would ever have come through had I not phoned. Didn't get a direct answer but my impression was they wouldn't have.
Bless her, she was absolutely lovely. But probs had to go and have a lie down after making it through my 4 bookings.
I really hope the refunds come through now as not sure I could go through that again.

As I have said before, ATG IT and infrastructure wasn't there BEFORE the pandemic - but this has pushed it over the edge.

Anyway, my point is, if your booking is anything other than one show on one booking ref that's never been changed - I don't think their systems seem to pick up and process the requests - so I'd deffo call. And I know it's all been said before, but all the agents I have spoken to have been great and really tried to help me out. They are battling systems that are complex and out of their control though.

As for the company itself - whoever is in charge of IT really needs to secure some investment. And of course the company communications need more humility and honesty. 

Also learning point for me for the future - every booking I will do separately so as to never have more than one performance on one booking reference.

I had SO much for March/April/May that I had to get refunds. For June onwards I'll be accepting vouchers as it's a more acceptable amount of bookings and I will of course be back in Manchester, Bristol and Brighton. 

Thanks for the tip about checking my Barbican account, it says my refund was actioned on the 14th. As with others, no sign in my account so will hope it turns up. Whenever I have to give my bank details I always worry I've done it wrong so hope that's not the case here!

My ATG account is completely blank with no record of any orders and there was no response to the web (not Facebook) form I completed

I ended up phoning ATG to sort out the refunds / voucher exchange to get stuff sorted just for my own piece of mind. I filled out those online forms from ATG as well but for me personally, I’d rather speak to someone to sort it out rather than just doing it online.