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FAQs

Most Popular Questions

Where are my tickets?
If you haven’t received your tickets up to five days before the performance time please contact us on 0844 871 7682 (Calls cost 7p per minute, plus your phone company's access charge) immediately and one of our staff will be able to help. We will arrange for duplicates to be left at the Box Office for you to collect on the day of the performance. You will need to take some form of ID with you to collect the replacement tickets (payment card, passport, etc). Please note that we are not able to send replacement tickets to you in advance. Please make sure you contact us before the performance because we are unable to make changes to your booking retrospectively.

If I've ordered theatre tickets for 2014 as a Christmas present, will they arrive in time for me to give them on Christmas day?
When posting out tickets, we prioritise tickets with nearer performance dates. Although we always aim to get all tickets out as quickly as possible, we cannot guarantee that you will receive your tickets for 2014 shows before Christmas. Here's a Save the Date for your theatre tickets that you can print out to give them for Christmas day.

Can I exchange my tickets?
Once tickets are purchased we are unable to offer a refund. However tickets may be exchanged to another performance of the same production at the same venue and tickets must be exchanged to seats of the same value or higher to the seats originally purchased, (subject to availability). Please note that we require a minimum of 48 hours notice to process an exchange and there will be a small per ticket fee. ATG Theatre Card members will not be charged for exchanging their tickets. This excludes group bookings; to amend your group booking please contact the groups department you booked through to discuss your options.

I haven’t received my confirmation email, what should I do?
Please check your SPAM folder; if it is not there, please call our Customer Service team on 0844 871 7683 (Calls cost 7p per minute, plus your phone company's access charge).

Why do you charge Booking fees?
In most instances ATG Tickets will charge you a fee when you book tickets. Two kinds of fees are applied:
Per ticket Booking Fee
This fee is charged on a per ticket basis and the level of fee can vary according to the ticket price. ATG Tickets uses this income to cover the cost of services related to running a ticketing operation including running a contact centre, customer services, technology and developing new services.
Handling Fee
This fee covers the cost of processing bookings including delivery costs or arrangement for collecting tickets from the Box Office.  A portion of the revenue generated by charging these fees helps ATG remain profitable and is invested in running theatres across the UK and worldwide, and producing new shows.

What is my membership number?
You will find your membership number on your membership card. If however you have not received this yet, please our Customer Service team on 0844 8717 684 (Calls cost 7p per minute, plus your phone company's access charge) and we will confirm your membership details.

Where has my login account gone?
If you have previously had a login account and now can’t find links to it on this page, or find that you’re being asked to register again during the booking process, it’s because certain shows and venues no longer require you to login online. However, there are some venues and shows that do require a login account (full list here), so to book tickets for them, you will need to create a new login account. Find out more at our logins page.

Bookings

What will it cost me to call?
ATG Tickets does not charge premium rates on any of our 0844 - numbers. All our phone lines are charged at a national rate, this may vary depending on service providers and if you are using a mobile phone. Calls cost 7p per minute, plus your phone company's access charge

What credit and debit cards do you accept?
We currently accept Visa, Mastercard, Maestro, Solo and American Express. Unfortunately at this time we are unable to accept Visa Electron.

What is a restoration levy?
ATG looks after some of the UK's most important historic theatres, the fabric of which is very fragile. As such it's our policy to include a small restoration levy in the ticket price and this goes towards ensuring these theatres are around for generations to come.

Can my tickets be posted to another address?
Unfortunately if booking online we can only post tickets to the cardholder's billing address. However, if you wish to have tickets sent to another address please call 0844 871 7682 (Calls cost 7p per minute, plus your phone company's access charge) and we will be able to add a separate delivery address to your booking.

Do you do international despatch?
Yes we do. At the very latest, you should receive your tickets 7 days before the show.

Do you accept theatre vouchers?
We accept ATG Tickets Gift Vouchers and Society of London Theatre (SOLT) vouchers for bookings by phone or in person for performances at any ATG venues. We also accept ATG Tickets Gift Vouchers for bookings by phone for performances at non - ATG venues.

Who is classed as a concession?
We supply concession discounts (subject to availability) to customers who fall under the following categories:
Students (With a valid NUS Card)
Senior Citizens (anyone over the age of 60)
Unemployed (proof that you are in receipt of job seekers allowance will be required)

What is classed as a Family ticket?
Family tickets are for four people, either two adults and two children, or one adult and three children. These can be selected from the discount link that appears when you confirm your seat selection, or – if you’ve been sent an email advertising the offer – you might need to input a promo code. Family tickets are subject to availability and terms and conditions apply.

What are your terms and conditions of sale?
Read our Terms and Conditions of sale online
 

Booked Tickets

Where are my tickets?
If you haven’t received your tickets up to five days before the performance time please contact us on 0844 871 7682 (Calls cost 7p per minute, plus your phone company's access charge) immediately and one of our staff will be able to help. We will arrange for duplicates to be left at the Box Office for you to collect on the day of the performance. You will need to take some form of ID with you to collect the replacement tickets (payment card, passport, etc). Please note that we are not able to send replacement tickets to you in advance. Please make sure you contact us before the performance because we are unable to make changes to your booking retrospectively.

If I've ordered theatre tickets for 2014 as a Christmas present, will they arrive in time for me to give them on Christmas day?
When posting out tickets, we prioritise tickets with nearer performance dates. Although we always aim to get all tickets out as quickly as possible, we cannot guarantee that you will receive your tickets for 2014 shows before Christmas. Here's a Save the Date for your theatre tickets that you can print out to give them for Christmas day.

What should I do if I've lost my tickets?
If you have lost your tickets then please contact us on 0844 871 7682 (Calls cost 7p per minute, plus your phone company's access charge) and we will arrange for duplicates to be left at the Box Office for you to collect on the day of the performance. You will need to take some form of ID with you to collect the replacement tickets (payment card, passport, etc). Please note that we are not able to send replacement tickets to you in advance

What happens if an event is rescheduled or cancelled?
When an event is cancelled or re-scheduled, we will use our reasonable endeavours to notify you using the details you provided us with at the time of ordering. It is ultimately your responsibility to ascertain whether an Event has been cancelled or re-scheduled, the date and time of any re-scheduled Event, and to inform us of any change to the contact address, telephone number or email address you provided us with at the time of ordering.

Do I need to bring ID in order to collect my tickets from the box office?
Yes, you will need to bring the card you used to purchase the tickets and you will be asked to sign for them. Only the cardholder can collect the tickets and not someone on their behalf.

Can I have a refund on my tickets?
All tickets are sold on a non refundable basis unless the performance is cancelled. We do however recognise that circumstances beyond your control can sometimes mean that you are unable to attend a performance booked. In these circumstances we can exchange your tickets to a suitable alternative date of the same show. A small charge may be levied for this service.

Can I exchange my tickets?
Once tickets are purchased we are unable to offer a refund. However tickets may be exchanged to another performance of the same production at the same venue and tickets must be exchanged to seats of the same value or higher to the seats originally purchased, (subject to availability). Please note that we require a minimum of 48 hours notice to process an exchange and there will be a small per ticket fee. ATG Theatre Card members will not be charged for exchanging their tickets. This excludes group bookings; to amend your group booking please contact the groups department you booked through to discuss your options.

Can someone other than the cardholder collect tickets from the box office?
Unfortunately not; this is for our customers' own security.
 

Emails

I haven’t received my confirmation email, what should I do?
Please check your SPAM folder; if it is not there, please call our Customer Service team on 0844 871 7683 (Calls cost 7p per minute, plus your phone company's access charge).

How do I receive emails from ATG theatres?
Join our mailing list here

How do I Opt Out from Emails?
Opting out of emails is easy.The best way to do this is to this is to open an email you'll have received, and towards the bottom, it says ‘Unsubscribe’. Click that and follow the instructions.
 

Memberships


Do you have a membership scheme?
Yes, it is called an ATG Theatre Card, you can Apply for a Theatre Card online.

Why have I not received my membership card?
Please allow 14 working days from date of purchase for your membership card to arrive. If after this time you have still not received your card, please call our Customer Service team on 0844 8717 684 (Calls cost 7p per minute, plus your phone company's access charge).

What is my membership number?
You will find your membership number on your membership card. If however you have not received this yet, please our Customer Service team on 0844 8717 684 (Calls cost 7p per minute, plus your phone company's access charge) and we will confirm your membership details.

Why isn’t my membership number working online?
If you have recently purchased your membership it will take 14 working days in order for your membership to be recognised online. If you wish to book online within this time please call 0844 8717 684 (Calls cost 7p per minute, plus your phone company's access charge) and we will supply you with a temporary code which you will be able to use.

Where can I find the ATG Theatre Card Terms and Conditions?
They are all on our Terms and Conditions page
 

The performance

Where can I find more information on a show?
If you have a specific question about a show please visit the show’s page on our website. Alternatively we suggest you visit the company or productions official website as they will be able to supply more detailed information.

What is the running time of the performance?
This information is displayed on every show page.
If it says ‘TBC’ that is because we don’t currently have that information.

Are there any age restrictions for this show?
Any age restrictions are included in the About Tab on a show page.

What is your latecomer’s policy?
Latecomers may be admitted at the first suitable break; however this cannot be guaranteed and is dependent on the production. Please allow plenty of time to travel to the venue; the show will begin promptly at the time stated on your ticket. The auditorium usually opens 30mins before curtain up.

What do I do if I lost something at the Theatre?
For any lost property enquiries please visit the venue page on our website and call the Stage Door number, any lost property will have been handed in here.

 

Website

How do I find tickets for an event?
Simply enter the event name in the search box on our website and click the search button. You will be shown a list of all matching events.

Why do you charge Booking fees?
In most instances ATG Tickets will charge you a fee when you book tickets. Two kinds of fees are applied:
Per ticket Booking Fee
This fee is charged on a per ticket basis and the level of fee can vary according to the ticket price. ATG Tickets uses this income to cover the cost of services related to running a ticketing operation including running a contact centre, customer services, technology and developing new services.
Handling Fee
This fee covers the cost of processing bookings including delivery costs or arrangement for collecting tickets from the Box Office.  A portion of the revenue generated by charging these fees helps ATG remain profitable and is invested in running theatres across the UK and worldwide, and producing new shows.

Why can’t I see the seating plan?
We use two types of seating plan - one requires the latest version of java to be installed on the computer. If you are using a Mac you need to be using Firefox instead of Safari as the seating plan works best on this system. If you are using windows please make sure you have the latest version of internet explorer; the second uses Flash, you can download Flash for free from Adobe

What should I do if I'm having difficulties booking online?
Please call us on 0844 871 7627 (Calls cost 7p per minute, plus your phone company's access charge) where a member of our team will be happy to assist you.

I'm having difficulties logging in and using your login system?
Our login process has changed, as we’re currently operating three ticketing systems. Find out more about our online logins system here.

Why did I get an error after entering my card payment details?
Please call us on 0844 871 7656 (Calls cost 7p per minute, plus your phone company's access charge) and a member of our team will be happy to check the status of your booking.

How do I know if my booking has been successful?
After you have confirmed and paid for your tickets online you should receive an e-mail confirmation with your order details. This usually arrives within 48 hours. If you have not received it please check your spam, junk and deleted items email folders in case your email software has filed the confirmation away. If you still can’t see the email please call us on 0844 871 7683 (Calls cost 7p per minute, plus your phone company's access charge).

Where can I see your terms and conditions?
They are all on our Terms and Conditions page
 

 

How do I update my details?

You can do this for some venues and shows by logging into your account. Find out more on our Logins page.
 

Do you accept applications from students for work experience placements or internships?

We do offer a limited number of work experience placements and internships - please visit our Creative Learning pages for details and an application form. Unfortunately we cannot deal with enquiries of this nature through our booking line.

 

Do you have any current job vacancies?

Visit our Jobs Section to see what is currently on offer.
 

Will you donate tickets for charities or as competition and raffle prizes?

As you can imagine we receive lots with requests of this nature. Please put your request in writing to the relevant venue (addresses can be found on the venue information tab) and mark it for the attention of the Marketing Department.
 

Contact Us

How can I contact you?
View all of our Contact information online.

Feedback

If you have any customer service issues or complaints, please email us on: customercare@theambassadors.com
To help us answer your customer service issue or complaint more efficiently please add the one of the following topics to your subject title:
- Customer experience at a venue
- Customer experience over the phone
- Customer experience whilst using our website
- ATG Theatre Card
- Marketing, discounts or concession issue
- General Feedback (No response required)

*If your email is with regards to either dispatch or collection of tickets, exchanges, online reservations or updating your details please call us on - 0844 871 7615 (Calls cost 7p per minute, plus your phone company's access charge) please note emails of this nature will not receive a response as we are unable to deal with them via this service.

Unfortunately we are also unable to respond to request from charities via this email address. Please contact the venue directly for further assistance.


- Customer experience at a venue
- Customer experience over the phone
- Customer experience whilst using our website
- ATG Theatre Card
- Other

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