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Post by Deleted on Mar 27, 2020 11:40:30 GMT
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. Interesting - I am now in a situation where I have requested 4 refunds. I have recieved an e-mail for a voucher for 1 show. Logged on to my account today and the other 3 are also showing as vouchers. But you cannot use the vouchers unless you have had the corresponding e-mail which gives the redemption code (which for 3 of them I don't!) And I was after refunds anyway. Confused yet?! Shambles! What's annoying is that they have clearly got to all 4 bookings but then processed them all completely incorrectly!
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Post by jess173 on Mar 27, 2020 13:52:38 GMT
I've just logged into my ATG account too. Recent Orders only shows Pretty Woman, but then I clicked on Upcoming Events and the rest of my orders for later shows were in there. 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.
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Post by BurlyBeaR on Mar 27, 2020 13:54:29 GMT
Has anyone actually secured a refund yet?,
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Post by mhumphries on Mar 27, 2020 14:34:39 GMT
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.
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Post by Deleted on Mar 27, 2020 14:35:44 GMT
In a further twist of events I had Six (March), Jamie (April) and Heathers (May) in Brighton all booked on same reference.
One of my vouchers that has appeared online (without a corresponding e-mailed redemption code) is for the full amount for all three. Even though (as far as I am aware) Heathers has not been cancelled yet.
Bonkers!
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Post by poster J on Mar 27, 2020 15:36:15 GMT
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.
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Post by realmissbarnaby on Mar 27, 2020 15:39:33 GMT
Me again. I can assure you anyone who asks for a refund is given one. ATG have 4 times as many venues as all the other venue owners and 5 times as many bookers as all of them combined as we have shows around the country booked ahead for months-in fact until April 2021. I am not excusing how slow we are being but i promise, i have personally processed more than 50 refunds today as well as a hundred or so vouchers and extended memberships etc. We haven’t even started next weeks bookers yet. We are only up to tomorrow. I am even dealing with German customers via a google translate. And more than half the staff have all been put in furlough. I know it sounds like a lame excuse and i am so so sorry for your frustration but I absolutely promise we are getting through tens of thousands of customers and dealing with thousands and thousands of exchanges and refunds. We have more than 5o theatres globally and as you all know our systems are slow but please i promise we are dealing with customers every day and every night its just the scale of our bookings is so much more than anyone else. Not good enough I agree but please dont hurt us anymore. We will get to you. Promise. I wish it was all automated. A lot of it is. But not all. That’s why we have made mistakes with emails etc. But we are getting through it. Be kind. God bless.
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Post by Deleted on Mar 27, 2020 17:18:06 GMT
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. This! Literally everyone else has managed it.....
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Post by BurlyBeaR on Mar 27, 2020 17:41:36 GMT
Me again. I can assure you anyone who asks for a refund is given one. ATG have 4 times as many venues as all the other venue owners and 5 times as many bookers as all of them combined as we have shows around the country booked ahead for months-in fact until April 2021. I am not excusing how slow we are being but i promise, i have personally processed more than 50 refunds today as well as a hundred or so vouchers and extended memberships etc. We haven’t even started next weeks bookers yet. We are only up to tomorrow. I am even dealing with German customers via a google translate. And more than half the staff have all been put in furlough. I know it sounds like a lame excuse and i am so so sorry for your frustration but I absolutely promise we are getting through tens of thousands of customers and dealing with thousands and thousands of exchanges and refunds. We have more than 5o theatres globally and as you all know our systems are slow but please i promise we are dealing with customers every day and every night its just the scale of our bookings is so much more than anyone else. Not good enough I agree but please dont hurt us anymore. We will get to you. Promise. I wish it was all automated. A lot of it is. But not all. That’s why we have made mistakes with emails etc. But we are getting through it. Be kind. God bless. realmissbarnaby it feels like you’re taking this very personally. Please don’t, our frustration is with the company and it’s systems, not you or any of the employees who are no doubt following the direction of your seniors.
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Post by poster J on Mar 27, 2020 22:48:44 GMT
lWe haven’t even started next weeks bookers yet. We are only up to tomorrow. 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!
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Post by FrontroverPaul on Mar 27, 2020 23:26:51 GMT
lWe haven’t even started next weeks bookers yet. We are only up to tomorrow. 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! Same here, only had the general message and I had cancelled ATG shows booked on Wed 18 March, Monday 23 March and Wednesday 25 March. All paid via Paypal and none have been refunded yet. To be honest I find it hard to be concerned about it as things are and won't be contacting anyone about any theatre matters except in reply to messages I may receive.
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Post by theatrefan77 on Mar 28, 2020 11:03:46 GMT
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.
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Post by viserys on Mar 28, 2020 11:50:51 GMT
I have finally received a mail from ATG for my booking for next Friday (3 April) - but also only a voucher. I don't see any option to even ask for a refund. As it's my only booking with them, I can just leave it at that, but it's not customer-friendly to not even give you a hint how to go about demanding a refund.
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Post by Deleted on Mar 28, 2020 12:30:56 GMT
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.
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Post by theatrefan77 on Mar 28, 2020 12:35:27 GMT
viserys At least you've received an email from ATG. My booking was for March 24th and they still haven't contacted me. I"m not impressed with their customer service
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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 poster J 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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