Your Tickets

Follow a step by step guide through booking online here. Alternatively FAQs about getting your tickets are below.

Finding and buying tickets online

1) Why can't I find tickets for a show yet?  

There are a number of reasons why you might not be able to purchase tickets: 

  • Brochures: Sometimes shows are advertised in brochures before they go on sale. Check your brochure for on sale dates.
  • Priority booking: There are priority booking periods for Theatre Card holders, which might explain why others have been able to purchase and you haven’t. Purchase a Theatre Card here.
  • Late ticket releases: Sometimes more tickets are released at later dates. Please keep checking our website for more availability, join our mailing list for more news, or find us on Facebook and Twitter to get the most recent updates. 

2) Do you have standing, standby or day tickets?  

Standing tickets: A number of our venues have standing room tickets. T&Cs apply so please check the website or call us on 0333 009 6690*. 

Standby tickets: This varies on a show by show basis. 

Day tickets: This varies on a show by show basis, so please go to the box office on the day to find out. 

3) Are there going to be more tickets released if it says sold out? 

This doesn’t happen a lot, but keep an eye on the website as everything goes online if we release any more.

Choosing Your Seats

1) What do I do if I’m having trouble with the seating plan? 

When you land on the seat map, you can zoom in by either clicking on the seat map or using the controls in the bottom right hand corner.

Once you've zoomed in, your mouse cursor will become a hand and you can drag around the map until you've found the section you'd like.

To select a seat, click on the seat - the cursor will becoming a hand pointing to the seat.

TIPS:

2) Choosing the seats I want 

a) Why can’t I leave a single seat?  

ATG is committed to ensuring that our performances are as fully attended as possible,  both in the interests of our producers and our patrons. Occasionally potential occupancy is compromised if we are left with unsold single seats, and as a business we need to manage the supply of tickets. In the majority of cases our single seat policy doesn’t hinder the ticket purchase process, but there will be instances when the purchase process will fail, for example, when customers find that if they attempt to buy two tickets where three are available. We regret the inconvenience that this may cause and recommend potential customers call our Customer Contact Centre on 0333 009 6690* in order to fulfil the booking.

b) Why won’t it let me select my own seats?  

Your computer/tablet is either having seating plan related issues (in which case follow the seating plan steps outlined above) or there might be problems because you’re trying to leave or purchase a single seat. You can find an explanation of our single seat policy and steps to follow here.

c) What does restricted view mean?  

Restricted view means that your view will be limited by one of several possible things:

  • A safety rail / pillar
  • Staging
  • An overhang from the seating circle above 
  • Side view of the stage, which means you may miss some of the action.

The extent to which your view would be limited will be reflected by the price of the seat.

When you select a seat on the plan, information about that seat will appear on the screen:

 

d) Why do seats fall under different prices?  

Pricing will reflect what the view of the stage is like. The most sought after seats are the most expensive. Price bands are subject to change.

e) How can I tell which row is the front row and which is the back row?  

Rows are arranged in alphabetical order, with ‘A’ closest to the stage. If you’re looking at a seating plan, it will clearly mark where the stage is in relation to the seating plan.

Logging On To Buy Tickets

Hopefully, all these questions are answered on the My Account page. Probably best to head straight there. 

Paying For Tickets

1) Fees

You can find an explanation of our fees policy here

Please find information about fees for ATG Theatre Card members here.

2) What will it cost me to call?  

Calls are charged at standard geographic rates and count towards any inclusive minutes in the same way as calls to 01 and 02 numbers. International calls are charged at a standard rate. 

3) What credit and debit cards do you accept? 

We accept all cards apart from Electron for some shows. 

4) What are your Terms and Conditions of sale? 

Please read our Terms and Conditions online.

Ticket Confirmation

1) Server Errors

a) What do I do if there was a server error?

Ring our Customer Contact Centre on 0333 009 6690*  to check if your purchase went through before making any more purchases.

b) How do I check if my ticket purchase went through or not?

Ring our Customer Contact Centre on 0333 009 6690*  to check if your purchase went through before making any more purchases.

c) What do I do if my session timed out?

The seats you tried to buy will be reserved for a short time on our system. Either wait until they are re-released online or ring our Customer Contact Centre on 0333 009 6690* to try and buy them.

2) Email confirmation problems 

a) What should I do if I haven’t received an email confirmation?

There are several possible options:

  • Check your spam or junk folder
  • Wait for a bit: it can take up to 48 hours for an email confirmation to arrive
  • If you know your reference number and are sure of the date and time of the tickets you booked, you don't need an email confirmation. If your tickets don't arrive 5 days before the performance, the reference number will be enough to get you replacement tickets.
  • You can login to your account to see if your tickets have been purchased, to find out your reference number,  and information about the date and time of performance you booked. If you can’t see any seats saved in your account, it is probably best to ring up on 0333 009 6690* before making any more purchases.
  • To get another email confirmation, please ring up the Customer Call Centre on 0333 009 6690*. It's probably worth staying on the line until the email comes through.

b) What should I do if the email confirmation says I have different seats to the ones I thought I booked? 

Call the web support team immediately on 0333 009 6690*.

Ticket Arrival/Collection

1) Where are my tickets?  

a) When will my tickets arrive?  

  • Most tickets will arrive within 3-5 working days and should arrive no later than 7 days before the show. If your tickets haven’t arrived a week before the performance, please arrange to collect duplicate tickets at the Box Office by filling in our replacement ticket form.

Please note: During our peak period (October – January), tickets normally take up to 14 working days. Performances that take place within this time frame will take priority for posting, so if you’ve booked for a performance that doesn’t happen until the New Year, your tickets might not get sent out until after this period.

b) What do I do if my tickets haven’t arrived yet?

If you haven’t received your tickets 5 days before the performance, please arrange to collect duplicate tickets at the Box Office by filling in our replacement ticket form.

c) What do I do if my membership card or gift vouchers haven’t arrived yet?

  • ATG Membership Card arrival: Please allow up to 28 days to receive your ATG Theatre Card. In the meantime you can use your temporary membership code to book tickets. If you are unsure what this is, you can ring up the Customer Contact Centre on 0333 009 6690* to find out.
  • Gift voucher arrival: If you buy ATG vouchers online, they will automatically be sent to your billing address. If you want to send them directly to the gift recipient, please ring up on 0333 009 6690*; alternatively, you can buy them in person at any one of our ATG venues (see full list of our theatres in section V.3a). 

d) Do you post internationally?

Yes we do.

You can choose to collect tickets from the Box Office during your booking process. Please take the card you used to purchase your tickets or any form of ID.

e) 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.

2) How do I arrange replacement tickets? 

If your tickets haven’t arrived 5 days before the performance, or if you’ve mislaid your tickets, please fill in our replacement ticket form and duplicate tickets will be printed for you. You can collect these from the venue’s box office on the day of the performance an hour before the show starts.   

Please note: to collect these tickets, the cardholder will need the card they paid with or a form of ID and the booking reference.

3) Delivery address 

a) I’m worried ATG has the wrong delivery address.

NB: Your email confirmation will list your billing address rather than your delivery address.

If your tickets don’t arrive to your address 5 days before the performance, you can arrange for duplicates to be printed for you at the box office by filling in our replacement ticket form.

b) How do I change the delivery method or address my tickets are being delivered to?  

  • Changing the delivery method: If you’d like to collect your tickets from the box office instead of having them delivered, please fill in our replacement ticket form. Your original tickets will become defunct.
  • Changing the delivery address:  You will need to call up on 0333 009 6690* to see if your tickets have already been sent out or not. If they have already been sent out then you can request that replacement tickets are held at the Box Office by filling out our replacement ticket form. If they haven't been sent out yet a member of our team will be able to arrange for your tickets to be delivered to the new address

c) Can I get my tickets sent to a different address to my billing one? 

Yes, you can.

  • Online: You can arrange for this to happen during the online booking process.
  • Calling up: For The Lion King and Wicked tickets, you will  need to call 0333 009 6690* to get your tickets sent to a different address to your billing one.

4) Collecting tickets from the Box Office instead 

a) Collecting tickets from the Box Office

  • You can choose this option during the booking process. 
  • Alternatively, if you initially requested that your tickets are posted to you, but now want to collect them from the box office you can arrange this by organising duplicate tickets by filling in our replacement ticket form here.

b) Do I need to bring ID in order to collect my tickets from the Box Office?

Yes. The person who paid for the tickets needs to take the card their used to purchase the tickets, or any other form of personal ID.

5) Exchanging tickets 

a) Can I exchange my tickets?  

Subject to availability and an exchange fee, yes you can. Some things to bear in mind:

  • Exchanges must be for the same run of the show and at the same venue
  • Exchanges must be for tickets of the same value or higher
  • The exchange must take place 48 hours before the start of the performance
  • This exchange policy excludes Group bookings: please contact the Groups Department directly by using the Group Bookings enquiry form to discuss your options. 
  • Discounts are only honoured if they are also valid for the replacement performance.

b) If I didn’t book with ATG Tickets, can I still exchange tickets with you? 

Afraid not, you’ll need to contact the agent you booked through.

c) What happens if my personal situation prevents me from getting to a show?  

Situations will be assessed on a case by case basis, so please ring us up on 0333 009 6690*.

d) What happens if weather issues prevent me from getting to the show?  

Unless the show is cancelled, our normal exchange policies as outlined here apply. There are no refunds, as outlined here. If you have purchased a secure my booking add-on please see our secure my booking T&Cs.

6) Can I get a refund for my tickets?  

No, as stated in our Terms and Conditions. If you have purchased a Secure My Booking add-on, please see our Secure My Booking T&Cs. For claims, please click here.

7) Cancellations 

a) If a show has been cancelled or rescheduled, what is your policy?  

When an event is cancelled or re-scheduled, we will make all reasonable endeavours to let you know. Please make sure that your contact details are up to date so that we can get in touch with you if this occurs. It is ultimately your responsibility to ascertain if an event has been cancelled or re-scheduled and to find out the date and time of any re-scheduled event.

b) What happens if a show has been rescheduled but I can’t make it?  

In this situation, please contact us on 0333 009 6690* and we’ll arrange that you receive a full refund.

8) Miscellaneous 

a) What do I do if I’ve lost my tickets? 

  • If you lose your tickets on the way to the show, please speak to the Box Office when you arrive and they will be able to issue replacement tickets if you show the card you booked with or valid ID. 
  • Alternatively, if you realise you have lost your tickets, you can arrange to collect duplicate tickets from the Box Office using our replacement ticket form at least 2 hours before the performance.

b) What do I do if my tickets are illegible?

So long as you can read the date, time and reference number on them, they will be fine. If you are concerned, please take it to the Box Office on the night and, as long as you take the card you paid with or valid ID, the Box Office be able to confirm the booking for you and print off duplicate tickets. Alternatively, you can arrange to collect duplicate tickets from the Box Office by filling in the replacement ticket form.

 

* We are open Monday - Friday 9am-6pm. Calls are charged at standard geographic rates and count towards any inclusive minutes in the same way as calls to 01 and 02 numbers.