Coronavirus
Updates Information on Rescheduled and Postponed Shows Frequently Asked
Questions
UPDATE - 9 July 2020, 14:00
In order to help contain the spread of Covid-19, we have now suspended all performances at all of our UK venues until Sunday 20 September 2020.
We apologise for the inconvenience caused but hope you understand given the exceptional circumstances.
If you have made a booking that is affected by this suspension, you do not need to do anything. We are currently contacting customers whose original tickets were for performances up to 2 August. Customers booked for performances between 3 August – 6 September will be contacted in the week commencing 13 July. And customers booked for remaining performances will be contacted in the week commencing 20 July.
Bookings for performances with confirmed rescheduled dates will be automatically moved to the new dates and customers will be informed accordingly. We are working with Producers to reschedule as many postponed shows as possible so please do bear with us. Full credit vouchers which are valid until 31 December 2021 and including all fees, or refunds, are available for all cancelled shows. For further details please visit ATGtickets.com/corona.
Over the last few months, our teams up and down the country have successfully rescheduled over 15,000 separate performances of great quality plays, musicals, comedy and live music. For further details please click here.
From November 2020 and throughout 2021, we have a wonderful array of productions on-sale, everything from Pantomime to The Book of Mormon, Disney’s The Lion King to Jimmy Carr, and Derren Brown to We Will Rock You. Please book with confidence knowing that if there are any further suspensions, your new tickets will remain fully valid for further exchanges or refunds.
On behalf of all our staff, backstage crews, front of house teams, actors, dancers, musicians, and the entire British theatre industry we want to thank you for your support and understanding as we work together to ensure the future success of our industry. All of us at ATG are enormously proud to be a small part of British Theatre, renowned as the greatest in the world. The arts has inspired, educated, entertained and enriched the lives of audiences for hundreds of years but has never been challenged like this. With your ongoing commitment we believe we can come back faster and stronger than ever before.
As you can imagine, we have a large number of customers that we are assisting, so we ask that you please bear with us. Your patience is greatly appreciated at this time.
The ATGtickets Customer Service Team
You can check the status of your performance by selecting the venue name below.
Frequently Asked Questions
Updated: 3 August 2020, 17:00
Rescheduled and Postponed Shows
- Is the show I booked for going ahead as scheduled?
- All shows at our UK theatres are currently suspended until Sunday 20 September 2020.
We are working hard to reschedule as many shows as possible and contacting all affected customers in order of performance date. To check if your performance has a new date, please visit our Rescheduled and Postponed Shows page.
If the performance you purchased tickets for has been rescheduled, your booking will be automatically transferred to the new date.
If you are able to attend on the new date, there is nothing else you need to do. Please keep any ticket(s) you have already received as they will remain valid for the new performance.
If you are unable to attend, or if the date of your performance has passed and you have not heard from us, please contact us and ensure we have your correct email address and phone number.
- The performance I have booked for has been suspended, what shall I do?
- You do not need to do anything right now. We are contacting all affected customers by email, in order of performance date.
We are currently dealing with bookings for performances up to 2 August 2020. If you have not received an email from us, please contact us.
For performances from 3 August - 20 September 2020, we will be in touch in the coming weeks with your available options. Please wait to hear from us before contacting us.
- What if I rebook to a new date and the closure of venues is extended?
- You may consider it safer to book for shows that are taking place later in the year. But please don’t worry as you will be able to exchange your tickets again in the event they are postponed or cancelled.
- Are Pantomimes still going ahead this year?
- We are working with our producing partners, Qdos Pantomimes, on the viability of our 2020 performances. Our plans are that shows can go ahead, but we need to agree with producers on how this can happen.
This is a complex process and will take several weeks to complete. We will contact all ticket holders as soon as we are able, and thank you for your patience and understanding in the meantime.
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Full Credit Vouchers
- What is a full credit voucher?
- If we were unable to reschedule the performance you were due to attend, you will have been issued a credit voucher for the full value of your original booking. You can use this voucher at ATGTickets.com to book tickets for any future show at our UK venues and it is valid for at least 12 months.
- Do I need to contact ATG to request a voucher?
- No - we are contacting all affected customers by email, in order of performance date.
If you have a booking for a performance before Sunday 20 September, please rest assured we will be in touch to either help you exchange your ticket to a new performance or to issue you a full credit voucher.
- When should I expect to receive my voucher?
- At the moment, we are issuing vouchers for performances up to and including Sunday 2 August 2020.
If your original booking was for a performance after this date, you do not need to do anything - we will be in touch as soon as we can.
If your booking was for a performance that has now passed and you haven’t heard from us, please contact us.
- How do I use my credit voucher?
- Instructions on how to redeem your voucher can be found at:
https://www.atgtickets.com/help/online-bookings-help/#redeem
If you need further assistance, please contact us as we would be happy to help you book the show of your choice.
If you have accessibility requirements, please call our Access line on 0800 912 6971 instead.
- What do I do if I don’t want to see anything before the voucher expires?
- Your voucher is valid for at least 12 months so you have lots of time to make a booking for any future show at our UK venues, that is on sale during that period.
In the unlikely event there aren’t any shows you wish to see on sale by the voucher’s expiration date, please contact us with us a month before your voucher is due to expire as we will extend it.
- Why should I accept a full credit voucher when I am unsure of what shows will be available in the future or when the Coronavirus will be over?
- Your credit voucher is valid for at least 12 months and can be redeemed any time at ATGTickets.com.
You have at least 12 months to redeem your voucher to book tickets for a new show. So your new booking could be for show which take places next year; in the autumn or even Christmas 2021.
Please don’t worry if you don’t find something you want to buy right now, as new shows are being put on sale all the time.
We are also working hard to reschedule shows that have been postponed - please visit our Rescheduled and Postponed Shows page for more information.
In the unlikely event you need even more time, please contact us within a month before your voucher is due to expire as we will extend it.
- What if I’m from outside the UK, couldn’t attend the show due to travel restrictions and won’t be in the UK for future performance dates?
- We are happy to offer you a full credit voucher or refund for your booking. Please contact us to request this.
- My performance has been postponed or cancelled but I haven’t heard from ATG yet; when should I expect to hear about my order?
- If you have a booking for a performance that has been cancelled, we will be in touch by email offering you a full credit voucher or an exchange to a future performance.
If your performance is postponed, we will be in touch by email to confirm your booking has been transferred once the new date is confirmed. You can also check our Rescheduled and Postponed Shows page for the latest status.
We are contacting all affected customers in order of performance date and are currently dealing with bookings for performances up to 2 August 2020. If you have not received an email from us, please contact us and ensure we have your correct email address and phone number.
For performances from 3 August - 20 September 2020, we will be in touch in the coming weeks with your available options. Please wait to hear from us before contacting us.
- The show I purchased a ticket for has been cancelled; how do I request a refund?
- We understand that in some cases you may wish to request a refund, rather than accept a full credit voucher or exchange your ticket to a future date.
If you would like to discuss this option please contact us.
- I've requested a refund, why haven't I received it yet?
- If you have requested a refund, please rest assured you will receive a monetary refund in the near future.
We will be working through refunds chronologically and will confirm by email when your request has been processed.
- Why is the transaction fee not included in my refund?
- These fees cover the cost of processing your booking from start to finish. Often, they are the only revenue we collect to ensure we can provide a high-quality booking service for ATG theatres including:
- Retail distribution (websites, call centre and customer service)
- Payment processing
- Ticket fulfilment (printing, packing and distributing tickets)
- Technology solutions (such as scanning tickets at the venue)
In the event of a refund, the amount refunded is the price paid for the ticket(s) including any per ticket booking fees but excluding the transaction fee. This is in accordance with our Terms and Conditions and the STAR Code of Practice.
Full credit vouchers are worth the value of your entire booking, including fees, to ensure you can exchange to the performance of your choice without any additional cost.
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Exchanges
- How can I request an exchange to a new date?
- If you have a booking for a performance that has been cancelled, we will be in touch by email offering you a full credit voucher or an exchange to a future performance.
We are contacting all affected customers in order of performance date and are currently dealing with bookings for performances up to 2 August 2020. If you have not received an email from us, contact us and ensure we have your correct email address and phone number.
For performances from 3 August - 20 September 2020, we will be in touch in the coming weeks with your available options. Please wait to hear from us before contacting us
- The show I purchased a ticket for has been rescheduled; how can I exchange my ticket to this new date?
- You will receive an email confirming your booking has automatically been transferred, once the new date is confirmed.
If you can attend on the new date, there is nothing else you need to do. Please keep any ticket(s) you have already received as they will remain valid for the new performance.
If you are unable to attend the new date, contact us.
To check if your performance has a new date, please visit our Rescheduled and Postponed Shows page.
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Ticket Protection
- Can I get a refund for Ticket Protection Fee?
- Ticket Protection charges are non-refundable. . Secure My Booking (our ticket protection service partner) provides active protection cover from the moment of purchase. Any eligible claim can be made from the point of purchase forward.
- Does Ticket Protection cover my booking for a show that has been postponed or cancelled?
- Secure My Booking's ticket reimbursement program now covers circumstances related to Covid-19, including travel restrictions and confirmed infection. Please visit securemybooking.com/make-a-claim/uk for full terms and conditions.
Please rest assured all bookings for cancelled performances will be fully credited or exchanged to a future performance of your choice.
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Membership
- What happens to my ATG TheatreCard while the venues are closed?
- We appreciate that you are not able to take full advantage of your TheatreCard benefits during this time. To ensure that you don’t lose any value, we will be extending the duration of your Membership to reflect the period our Theatres are closed. We will be in touch about this extension as soon as we can.
You can still use your TheatreCard to book all future performances taking place after 20 September.
You may consider it safer to book for performances later in the year. But please don’t worry as you will be able to exchange your tickets in the event the shows are postponed or cancelled.
- Will my Membership Direct Debit be automatically taken from my account as usual while venues are closed?
- As of 15 April, no Direct Debit payments will be taken until our theatres reopen and we are able to welcome Members back into our venues. Once we know more, we will write to you and confirm your new Direct Debit collection date. This will be at least 10 days in advance of any funds leaving your account, as per the Direct Debit guarantee.
- Will my Direct Debit be automatically extended to match the Membership extension date?
- Yes. Once the length of extension has been confirmed, we will write to you to let you know that we’ve applied the extension and that your Direct Debit collection date has been amended to reflect your new expiry date.
- I’ve recently purchased or renewed a Membership. Now I can’t use it, will you refund me?
- Within 14 days of purchase you can request to cancel your membership and receive a refund / stop your direct debit instruction. Please contact us to if you wish to request this.
After 14 days from purchase, we cannot provide a refund or cancel your membership. All members will receive an extension to their membership to reflect the period our theatres are closed.
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Contact Us
- How do I contact you?
- Due to the Coronavirus, we are currently operating with a smaller team and are exceptionally busy. We thank you for your patience and understanding.
- Email
- Please quote your 8-digit ATG Tickets order number; ideally in the subject line. Please also include a daytime phone number as we may need to contact you for further information to process your request.
[email protected]
We aim to reply to emails within 7 days so please bear with us.
- Phone
- We are open Monday to Friday from 9am to 6pm. You may experience an extended wait time so we recommend emailing us instead, if possible.
0333 009 6690
Calls are charged at standard geographic rates and count towards any inclusive minutes in the same way as calls to 01 and 02 numbers.
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