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Post by NeilVHughes on Mar 28, 2020 13:04:55 GMT
I have had no issues with ATG.
Have not contacted them once and received e-mails for all cancelled shows and an update on one as they had not included the booking fee and an e-mail this morning about the extension of the membership period to cover the period of closure.
On the whole have found the refund/credit process reasonably pain free for all my numerous bookings (ATG et all) which considering the scale of the process each Theatre Group is going through should be commended and as they say patience is a virtue.
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Post by theatrefan77 on Mar 28, 2020 18:16:17 GMT
@theatremonkey
Like other posters, I was just trying to point out my own personal experience, which is my booking is in the past, the form I sent has not been acknowledged and they are not replying my emails. Also said in my post that I have no doubt that their employees are doing their best.
If you think that the post is repetitive or unnecessary, please feel free to delete it. I will not take offence. You can also remove this one
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Post by Lemansky on Mar 30, 2020 9:20:30 GMT
I emailed them to ask about the ATG cards as mine has only just renewed and got an email back saying that they were going to increase the time on our cards with the time that they are closed for, which I appreciate greatly.
Apparently there will be more information in due course.
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Post by dontdreamit on Mar 30, 2020 9:34:15 GMT
I emailed them to ask about the ATG cards as mine has only just renewed and got an email back saying that they were going to increase the time on our cards with the time that they are closed for, which I appreciate greatly. Apparently there will be more information in due course. That’s really good to hear |
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Post by xanady on Mar 30, 2020 13:11:38 GMT
^Yes,well done,ATG...it is a time for patience with the horrific crisis we are in.If ATG say they will sort things as soon as possible then that is fine by me.Industry leaders such as theatremonkey and others are clear that our money is safe and if the monkey says it is so,then for me it’s gospel! Imagine if ATG reneged?They would never be trusted again.
I have nearly £350 worth of bookings pending with them and am clear that they will get around to sorting things as soon as is humanly possible.
However,I do also understand that if money is short atm,people are naturally seeing refunds as a point of much-needed income.It is a very difficult and stressful time for people.
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Post by talkingheads on Mar 31, 2020 12:15:11 GMT
Anyone else get the Members email? Still rigidly and misleadingly sticking to the 26th April date I see.
Following the government’s advice to limit social contact, we have taken the decision to suspend all performances at our venues until 26th April.
This difficult decision will no doubt disappoint many theatre lovers. It also impacts our employees, partners and producers who have been incredible over the past few weeks. But ultimately, we all want the same thing; the health and safety of our communities.
Whilst our theatres are closed, you can still benefit from your TheatreCard and book tickets for performances from 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
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
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Post by partytentdown on Mar 31, 2020 13:07:38 GMT
The 26th April date seems to have been picked (randomly?) by SOLT as all the West End shows are using the same message. Presumably to give ticket agents a chance to refund for a specific period, and that they'll be extending that date soon?
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Post by Deleted on Mar 31, 2020 16:22:57 GMT
Finally received an email from ATG - not sure what show it is for as it doesn't even say that, but I keep emails so can search my booking reference, and I suspect it is my booking from last week as not many others were that expensive! I am still none the wiser about whether said show will be rescheduled.
I had anticipated it given the comments on here, but wow the email really does make it seem that an exchange is the only option, even more than I had expected. I'm no consumer law specialist, but that seems to very much be on the edge in terms of legal validity.
Sorry for the downer post, I am just even more shocked than I expected to be and astonished that ATG's legal advisers have cleared the content of the email - or have they?!
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Post by jcs619 on Mar 31, 2020 16:31:12 GMT
Finally received an email from ATG - not sure what show it is for as it doesn't even say that, but I keep emails so can search my booking reference, and I suspect it is my booking from last week as not many others were that expensive! I am still none the wiser about whether said show will be rescheduled. I had anticipated it given the comments on here, but wow the email really does make it seem that an exchange is the only option, even more than I had expected. I'm no consumer law specialist, but that seems to very much be on the edge in terms of legal validity. Sorry for the downer post, I am just even more shocked than I expected to be and astonished that ATG's legal advisers have cleared the content of the email - or have they?! Log onto any reputable consumer website and you will find that you are legally entitled to a refund. What ATG are doing is morally reprehensible and a disgusting attempt to hang onto consumers money as long as possible. If they’d have had any intention of doing the right thing every refund up to and including 26th of April could have easily processed by now... |
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Post by Rory on Mar 31, 2020 16:43:17 GMT
I'm surprised because to be fair to ATG, when King Lear was cancelled, the refund was automatic and pretty swift.
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Post by jcs619 on Mar 31, 2020 16:43:33 GMT
After contacting ATG and asking for a refund for my cancelled Back to the Future’ booking they have the audacity to say for the second time they have issued a credit voucher.
I’m sorry Theatremonkey but you are defending a business who are refusing to comply to customers wishes even when they explain the circumstances that they are currently facing...
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