Coronavirus
Updates Information on Rescheduled and Postponed Shows Frequently Asked
Questions
UPDATE - 3 June 2020, 12:30
Due to COVID-19, we are sorry to confirm that all performances at Ambassador Theatre Group venues across the UK have been suspended until Sunday 2 August.
We greatly apologise for the inconvenience this will cause, but hope that you understand that this is the correct course of action given the exceptional circumstances we are all experiencing.
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 go to https://www.atgtickets.com/rescheduled-and-postponed-shows/.
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 Sunny Afternoon. Please book with confidence knowing that if there are any further suspensions, your new tickets will remain fully valid for further exchanges or refunds.
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 28 June. Customers booked for performances between 29 June -12 July will be contacted in the week commencing 8 June. Customers booked for performances between 13 July – 2 August will be contacted in the week commencing 22 June.
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: 17 June 2020, 14:30
Rescheduled and Postponed Shows
- 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 28th June 2020. If you have not received an email from us, please contact us.
For performances from 29th June - 2nd August 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.
↑Back to top↑
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. It is valid for at least 12 months. You can redeem this voucher online at ATGTickets.com to book tickets for any future show at our UK venues.
- Do I need to contact ATG to request a voucher?
- You do not need to contact us. We will get in touch with you by email. We are contacting all affected customers in order of performance date.
If you have a booking for a performance before Sunday 2 August, 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?
- We are contacting all affected customers in order of performance date.
At the moment, we are issuing vouchers for performances up to and including Sunday 28th June.
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 original booking was for a performance before this date, 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 here:
https://www.atgtickets.com/help/online-bookings-help/#redeem
Your credit voucher can be used as payment for any new booking at ATGTickets.com and is valid for at least 12 months.
- 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 as long as you book by the expiration date, you will be able to select any future performance date on sale at that time.
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 be able to 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 Corona virus will be over?
- Your credit voucher is valid for at least 12 months and can be redeemed any time at ATGTickets.com.
You have a full year to redeem your voucher to books tickets for a new show. Your new booking could be for show which take places later next autumn or even Christmas next year.
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 continuously working to reschedule shows that have been postponed during this time; 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 be able to extend it.
- How can I request a full credit voucher or exchange if illness caused me to miss the show?
- We are happy to offer you a full credit voucher for your booking, including all fees. Please contact us to request this voucher.
- What can I do 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, you will automatically receive an email from us offering a full credit voucher or the choice to exchange your tickets to a future performance.
If postponed, you will receive an email confirming 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.
We are currently dealing with bookings for performances up to 28th June 2020. If you have not received an email from us, please contact us.
For performances from 29th June - 2nd August 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 existing 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 send you an email to confirm when this 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. 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.
These fees cover:
- Retail distribution (websites, call centre and customer service)
- Payment processing
- Ticket fulfilment (printing packing and distributing tickets)
- Technology solutions (scanning you in at the venue)
↑Back to top↑
Exchanges
- How can I request an exchange to a new date?
- If you have a booking for a performance that has been cancelled, you will automatically receive an email from us offering a full credit voucher or the choice to exchange your tickets to a future performance.
We are contacting all affected customers in order of performance date.
We are currently dealing with bookings for performances up to 28th June 2020. If you have not received an email from us, contact us.
For performances from 29th June - 2nd August 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 automatically receive and email confirming your booking has been transferred once the new date is confirmed.
If you can attend on the new date, there is nothing else you need to do.
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.
↑Back to top↑
Ticket Protection
- Can I get a refund for Ticket Protection Fee?
- Ticket Protection charges are non-refundable. ‘Secure My Booking’ provides active protection cover from the moment of purchase. Any eligible claim can be to make 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 does not unfortunately cover any application made due to an epidemic or pandemic.
However, please rest assured all bookings for cancelled performances will be fully credited or exchanged to a future performance of your choice.
↑Back to top↑
Membership
- What happens to my ATG TheatreCard while the venues are closed?
- We appreciate that you are currently not be 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 2 August.
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 April 15th, 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 and let you know 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.
↑Back to top↑
Contact Us
- How do I contact you?
- We are currently operating with a smaller team and are dealing with a high volume of requests. We thank you for your patience and understanding at this exceptional time. We aim to reply to your email within 7 days.
- Email
- Please include your 8-digit ATG Tickets order number and a daytime number. We may need to contact you for further information to process your request.
[email protected]
- Phone
- We are open 9am-6pm Monday to Friday. You may experience an extended wait time. We recommend where possible to email us with your enquiry.
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.
↑Back to top↑