London Theatre Direct — Local services in London

I will avoid this service going forward and I recommend others to do the same - I got three tickets for lion king(without cancellation insurance which was on me) and the last minute had to rearrange due to family member’s passing away while our family was in another country. We couldn’t make it back thus got in touch with them one day before the show early in the morning. At first the customer representative kindly presented the possibility of make a change with 10% booking fee and the option to purchase tickets of higher price only. He might be trying to help but he was quite inefficient in his email exchanges, asking essential questions he needs to know in several emails one after another after I responded to each, and as a consequence I “missed” the deadline he set to get back to him. The customer doesn’t know what information the company requires. If the customer service representative was a bit more efficient in asking all the questions right upfront, I wouldn’t have even missed the deadline he set.I almost felt like it was a stalling technique at the end.

When I emailed complaint, it turned out the customer representative happened to be the manager there too. Having worked in customer services before as well, I understand that they are doing us a favor and sometimes it’s hard to expect everyone in a situation to act proactively , but if they offered to help, they should at least try and help well. When I asked if there could be any resolution and also pointed out that they could consider this as an opportunity for improvement in the way they ask questions upfront, he got quite defensive in his response without recognizing my perspective at all.

I have been using this website for a while now and at first didn’t mind the extra premium because I enjoyed the website. But if all the paid premium couldn’t be justified, and when customer kindly pointed out opportunities for improvement this company didn’t even care, why do we need to use this website?

Stay away, book directly from the...

I booked 4 tickets 2 different shows… I booked 4 tickets 2 different shows with this company. Tina turner and back to the future. Tina turner no problem as there was no customer service needed.

Back to the future, I called 4 days before the show two times lines was closed nothing explains why. Called again on Thursday same problem. Sent two emails one providing my contact number for them to call but shock no response.

Called again as heard nothing, advised can not change my show date as less than 48 hours. Advised they responded to my email despite I never received them. First agent attempted to lie saying it was my fault then confessed to a training day and then some sort of IT issues the following day for the dead phone lines but they was open till 7 after work hours (aiming it is my fault), I explained I should not be chasing multiple avenues for service especially if no response l, Agent hung up as clearly monotones disliking their job in general from beginning of call.

Called back told no complaints process (previous agent said there was before hanging up) and to use my ticket protection (which I paid for) refused to give me previous agent name to complain. If I don’t like it then then nothing they could do attitude.

Horrendous service and will never use them again, awful attitudes in general and attempts to keep your money at every turn.

Served by Pauline second time, ruthless and said could do goodwill gesture at beginning of call but due to the theatre involved can’t do it (blaming them). First agent hung up and slimed off…. Avoid book direct to the theatres so they get all the money 👍🏻

London theatre direct, put better measures in place when closing the phone lines and have some humanity if there is physical evidence someone tried to contact.

Judging by the reviews they clearly have given up on any...

I had a bit of misfortune recently. I bought a ticket from London Theatre Direct to STRANGER THINGS from my home in Canada to see for the few nights I'd be in London. I was doing a fair bit of traveling in the lead up to London, going to my home country to see family with stop offs in Singapore and Istanbul. As tends to happen with extensive travel plans my dates shifted and I reached out to LTD over email to exchange my tickets. They were prompt and professional in responding but they could only offer to exchange the tickets over the phone. Unfortunately between timezones and travel plans I couldn't call in time. I don't travel with data roaming but I downloaded Skype (remember Skype?!) to use over wifi but was thwarted again by a staff training day and connection issues. There didn't seem to be any way to help without a phone call. I understand the team did the best they could with the tools they have. I will give feedback to the company as I think it's an impediment to the customer service team to be unable to help beyond over the phone. Resourcefulness, initiative, creative problem solving and compassion is what sets humans apart from AI and I'm certain allowing customer serve reps a little more flexibility to allow this kind of agency will let these attributes shine and is worth investing in. My old person 2 bob I guess. Or maybe it's too much bother. In any case i felt like I had to take the hit, miss the show and rebook another...