SeatPlan Omdömen 5 438

Svar från SeatPlan

5 sep. 2025

Hi Robin,

Thank you for your review, and sorry to hear you were having an issue receiving your e-tickets.

I’m afraid we’re not quite sure if your review is for SeatPlan or not, as you reference calling the theatre and here at SeatPlan we have online only customer service. We can see that you have a booking made via SeatPlan, for a show on the 7th of September, and if the issue was relating to this booking it is best to reach out to us at SeatPlan, rather than the venue directly, if you have an issue. If there are ever issues receiving e-tickets from SeatPlan, instructions on how to get these reissued are present in your confirmation email, or you can always reach out to our team on help@seatplan.com, who are more than happy to assist.

If you contacted the theatre and had trouble getting through to them, unfortunately that is outside of our control here at SeatPlan, as we are a ticket aggregate and are separate from the venues. If the venue were able to re-issue the tickets for you, it does sound as though this review may be for a separate booking not made with ourselves and has been uploaded here in error. As a small business, every review makes a difference, and so as your review seems to be more related to the experience with the venue directly, rather than your experience booking with SeatPlan, we wonder if you might consider amending your review to reflect this, or removing it and reuploading it on the correct venues own reviews page.

Kind Regards,
Team SeatPlan

Svar från SeatPlan

4 sep. 2025

Hi Victoria,

Thank you for your review. We’re very sorry to hear you were unhappy with the price of your tickets on this occasion.

At SeatPlan, we aggregate deals across four of the top UK ticketing suppliers to ensure the best possible price based on availability. We can assure you that we always show the lowest price available to us from our ticketing suppliers at the time of booking. Our site makes it clear that, at present, we do not claim to search all websites for ticketing prices, but instead search the prices available to us from these four ticketing suppliers. The ticketing suppliers we use are Encore Tickets, See Tickets, London Theatre Direct, and Ingresso. Further info can be found on our site, here - https://seatplan.com/help/.

Ticket prices are set via these ticketing suppliers, which means that, as with any online purchase, ticket prices can fluctuate. This seems to be the case with your booking. We can see that your booking was fulfilled by our ticketing provider Encore, and your review states that the lower price you saw was with another company, on a different day. It is unclear from your review whether you saw this offer on our site or another site, or whether this was with London Theatre Direct, who are one of our suppliers, or a different company also called London Theatre. If this was indeed an offer with our supplier, London Theatre Direct, because you checked these prices a day apart, it is likely that this offer was simply not available at the time you made your booking - otherwise this price would have been shown on the site. If the offer was not from one of our ticketing suppliers, unfortunately, we wouldn't be able to display this on our site, as explained above.

Ticketing suppliers often have different offers available at short notice - sometimes the discrepancy comes because the tickets you purchased one day are then reduced the following day through an offer, and this can make it seem as if the pricing has been discounted or inflated. As with any purchase, we always advise that a quick comparison can help to ensure you get the lowest price available to you at the time.

We do not have an email from you in our help@seatplan.com inbox, so it sounds as though you must have reached out to the ticketing supplier, Encore Tickets, directly. It was the team at Encore who informed you of their refund policy, and we’re sorry to hear you were disappointed with their decision on this occasion. Tickets are sold on a non-refundable basis, which is stated in Encore’s terms and conditions on the payment page and must be agreed to before purchasing the tickets. As we are a ticket aggregate, Encore fulfil the booking and processes the payment. As the funds sit with them, unfortunately, we cannot override any decision Encore has made regarding a refund.

At SeatPlan we pride ourselves on our mission of making theatre more accessible while helping bookers find the best seat views, and we’re sorry you were disappointed with the price paid on this occasion. We hope that features like our interactive seat maps and view-from-a-seat photos mean you will still consider booking with us in future.

Kind Regards,
Team SeatPlan

Svar från SeatPlan

2 sep. 2025

Hi Joanne,

Thank you for your review and sorry to hear about the issue you were having making this booking.

SeatPlan aggregate deals via our trusted ticketing providers, which means that our maps show tickets that the theatre supplies to these ticketing providers. Unfortunately, when this notification pops up it is a rule set by the venue themselves, disallowing any booking that leaves a single seat on their map - including seats in different price bands. I'm afraid that as this is a policy set by the venues, we're unable to override this on our end at SeatPlan - if we were able to do so we absolutely would.

It doesn't look like we have an email from you in our help@seatplan.com inbox, but if you’re ever experiencing an issue on the website, please don't hesitate to get in touch so we can assist in any way we can.

We appreciate how frustrating this must be, and sincerely apologise for any inconvenience. We do hope you were able to book some great alternative seats on this occasion.

Kind Regards,
Team SeatPlan

Svar från SeatPlan

1 sep. 2025

Hi Tory,

Thank you for your review. We’re very sorry to hear that you have not yet received your e-tickets.

Ordinarily, e-tickets should arrive within 30 minutes of receiving the confirmation email. Quite often, the e-tickets will be accidentally flagged as junk, due to these emails containing an attachment, but if they are not in the junkmail folder, instructions on how to get these e-tickets re-sent are stated in our confirmation email, or you can always reach out to us at help@seatplan.com for assistance.

It doesn't look like we have an email from you in help@seatplan.com inbox, but we always encourage customers to reach out to us via email for assistance should they not receive their e-tickets or have any other issues with their booking, as our customer service team can assist via email much more easily than we can via TrustPilot reply.

At SeatPlan, we aggregate deals across the top UK ticketing suppliers to ensure the best possible price based on availability, and we can see that your booking was fulfilled by our ticketing supplier Encore Tickets. It is Encore who sends out these e-tickets, and again we’re very sorry these haven't yet arrived. You can request the e-tickets be resent to you by speaking with Encore using their dedicated SeatPlan support chat, either using the link in your confirmation email, or by copying and pasting the following link into your browser - https://book.seatplan.com/support.

We appreciate that it can be stressful if your tickets do not arrive, and again, our apologies for any distress caused. As a small team, we offer online only customer service and do not have a telephone number. We would like to reassure you that your booking is secure, and that both ourselves at SeatPlan and the ticketing partner who fulfilled your booking, Encore, are reputable ticketing retailers, with STAR verification. You can find out more information about what this means here: https://www.star.org.uk/about/

We hope Encore are able to get these e-tickets reissued quickly for you, and please don't hesitate to contact us at help@seatplan.com should you require any further assistance getting these.

Kind Regards,
Team SeatPlan