I’ve found my experience with ATG incredibly frustrating due to its over-reliance on automated customer service. Every attempt to get help is funnelled through a bot that simply redirects me back to the app -specifically to the ticket exchange section, as if I hadn’t already checked the FAQs and tried that route myself.
The core issue is straightforward: I just need to change the date of an event I’ve booked. However, my tickets aren’t even showing in the app, which is exactly why I need human support. Instead, I’m stuck in a loop where the bot repeatedly sends me back to the same unhelpful place.
When I asked for a phone number to speak to someone directly, I was again told to use the exchange feature in the app. It feels like there’s no way to break out of this automated cycle, and it’s incredibly infuriating.
For a company that clearly invests in digital tools, the app is not nearly as intuitive or user-friendly as it seems to believe, and more importantly, it cannot replace access to real customer support when things go wrong. This experience has been unnecessarily time-consuming and disappointing.
I originally gave a 1star rating but to their credit they have totally turned that around. They have corrected my error, issued me new tickets for the correct date and not charged me because I’d flagged my error to them so quickly. It would be 5stars if they can make their app better and not leave customer to the mercy of uninformed bots.
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Three decades on, we’ve grown to be a world leader in live entertainment. We’re the world’s number one live theatre company, covering every discipline in the industry. We operate venues, run major ticketing platforms and produce award-winning shows.
