SmallBizGenius Analysis
Atgtickets receives overwhelmingly positive reviews for its helpful and patient customer service representatives, particularly when assisting with accessibility needs and ticket exchanges. However, some customers report long wait times and difficulties navigating the online system.
Category Breakdown
Scores based on analysis of 308 recent reviews
Customer Service
9.5/10Reviewers consistently praise the helpfulness, patience, and efficiency of Atgtickets' customer service representatives. Many reviews specifically mention individual staff members by name, highlighting their positive interactions and problem-solving skills, especially when dealing with complex issues like ticket exchanges and accessibility needs.
75 reviews mention thisAccessibility Assistance
9.0/10Numerous reviewers express gratitude for the assistance they received from Atgtickets' access team in securing suitable seating and accommodations for disabled patrons. Staff are commended for their knowledge, patience, and willingness to go the extra mile to meet individual needs.
15 reviews mention thisTicket Exchanges
8.0/10Several reviewers highlight the ease and convenience of exchanging tickets through Atgtickets' customer service. Staff are praised for their flexibility and willingness to find alternative dates and seating arrangements.
20 reviews mention thisWait Times
3.0/10A recurring complaint is the long wait times experienced when contacting Atgtickets by phone. Some reviewers report being on hold for extended periods, which can be frustrating.
10 reviews mention thisOnline Booking Issues
4.0/10Some reviewers report difficulties navigating the Atgtickets website and using the online booking system. Issues include problems with access tickets and general website unfriendliness.
8 reviews mention thisPros & Cons
What Customers Love
"Spoke with Lisa today who was just excellent. She guided me through buying accessible tickets which was proving to be quite challenging! Thank you Lisa for your patience and exceptional customer care"
"Lisa was friendly & quickly guided us through the process in minutes. Plans change so it is always great to know there is an option to move to another date."
"Staff were very helpful with regard to disabled access for my husband. We were signposted to "Nimbus" with whom we were able to register for our exact needs."
"Georgia helped me with a very stressful situation...Georgia and the ATG Ticket team were so helpful in resolving the issue."
"Kelly Jackson...went above and beyond in helping me. We were having problems with our payment and I was getting panicky but Kelly was calm and collective and eased us through the procedure, she was brilliant."
Common Complaints
"I have been holding on the phone for 50 minutes - ringing ATG is a joke!"
"What an impossible system - you cannot speak to anyone and the online options do not match any part of my complaint."
"Impossible to book Disabled Access seats...Website totally unhelpful"
"You cancelled a show and sent a voucher. I tried to book another show but couldn't confirm payment."
"Automatically renewed ATG Membership on 31 March 2026 but note it takes UPTO a month for a new physical card to be posted. They claim you can use the benefits without the card but there is inconsistency."
Common Questions About Atgtickets
Answers derived from customer review patterns
Is Atgtickets legit and trustworthy?
Yes, Atgtickets appears to be a legitimate and trustworthy platform for purchasing theatre tickets. The majority of reviews are positive, highlighting the helpfulness of the customer service team and the ease of booking tickets. While some customers have reported issues with wait times and the online booking system, these appear to be isolated incidents. The company has a high Trustpilot rating, suggesting that most customers have a positive experience.
Based on 45 reviewsDoes Atgtickets have good customer service?
Yes, Atgtickets is consistently praised for its excellent customer service. Many reviewers specifically mention individual staff members by name, highlighting their helpfulness, patience, and efficiency in resolving issues. The customer service team is particularly commended for assisting with accessibility needs and ticket exchanges. While some customers have reported long wait times on the phone, the overall sentiment towards Atgtickets' customer service is overwhelmingly positive.
Based on 50 reviewsIs Atgtickets worth it for small business?
Atgtickets can be a worthwhile option for small businesses looking to purchase theatre tickets for client entertainment or employee rewards. The platform offers a wide selection of shows and venues across the UK, and the customer service team is known for being helpful and accommodating. However, it's important to be aware of potential wait times on the phone and difficulties with the online booking system. Businesses with disabled employees or clients may find the dedicated access team particularly helpful.
Based on 30 reviewsWhat is Atgtickets' ticket exchange policy like?
Atgtickets generally has a flexible ticket exchange policy, with many reviewers reporting positive experiences when exchanging tickets for alternative dates or shows. The customer service team is praised for their willingness to accommodate changes and find suitable solutions. However, it's important to note that ticket exchanges may be subject to certain terms and conditions, and it's always best to contact Atgtickets directly to discuss specific circumstances.
Based on 20 reviewsHow does Atgtickets handle accessibility requests?
Atgtickets has a dedicated access team that provides assistance with booking accessible seating and accommodations for disabled patrons. Reviewers consistently praise the access team for their knowledge, patience, and willingness to go the extra mile to meet individual needs. The access team can help with a variety of requests, including wheelchair spaces, companion tickets, and hearing assistance.
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