A TG can I buy a ticket please

 My first survey will be about the online experience of ATG tickets.


I love going to the theatre and have really missed it whilst shielding. In 2020, I had to cancel many tickets that I had booked so you can imagine how much I have been eagerly anticipating what to add to my ‘to see‘ list. 

 Many theatres use ATG to sell their tickets. However, the ATG booking  system is not accessible. 

- ATG fault 1 On the website, when you go to view the seating plan, the wheelchair space is not listed.   




As you can see, the above photo, does not describe where the wheelchair  space is. 
- ATG fault 2 In addition to the website not listing the wheelchair spaces, it also does not inform potential paying customers when, or even if there is an audio-described performance (for blind and visually impaired people), the signed performance (for deaf and hard of hearing people) and the autism friendly performances. Those of us needing these requirements are told to email the theatre to see if headphones, Hearing loops and quieter performances are available or phone the ATG  access line.
-ATG fault 3  After  not getting far with booking  tickets via the website, I eventually decide to phone the ATG access line, 15 minutes tick by... Then half an hour... Until, after 45 minutes of being driven mad listening to the same monotonous tune... you realise that nearly an hour has gone by and if you don't hang up now, you'll be late for your appointment.



I understand that if staff are self-isolating and may be working from home, surely, ATG can  link up the computer systems to have a ' leave a message and ATG will call you back.'  
I did eventually email ATG who then got back to me the following day.  And then were able to sort it out.
 A message to theatres: Please ensure your staff are trained to recognise different disabilities. A few years ago, I went to the Christmas pantomime, it was my first since losing my sight.  I went up to a member of staff, swinging my blind cane, and asked for the Audio Described headphones. I was handed a hearing loop. I said, 'I’m blind, not deaf.' 
The member of staff was left embarrassed.  




 So what can ATG tickets do to support disabled people?

Clearly display when the  audio described, signers and autism friendly performances are on. Disabled people lead busy lives, so this would save us time of emailing various theatres to find out whether or not the show is on in an accessible format. 
*Clearly display the wheelchair user spaces on the website.
*Relying entirely on phones has proven not to work.
*Make the disabled spaces easier to book.  Similar to that of a theme park, where you book carers, wheelchair spaces, children and seniors etc., where there may be a reduced rate.
* Let people know where they are in the queue and decide if it’s worth hanging on. Or as previously mentioned a call back system would be a good idea.
I was determined to purchase theatre tickets recently. After ATG failed, I contacted the star, who put me in touch with his production company and they help solve the issue. 
As we left the comic's show, we noticed there were no other wheelchair users.  The entertainment industry may be losing customers by the booking system not working for part of the population. 


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