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Svar från SeatPlan

Uppdaterad 12 nov. 2025

Hi Debby,

Thank you for your review, and we’re very sorry to hear you didn't receive your e-tickets right away. Ordinarily, these should arrive within 30 minutes of receiving your confirmation from us, and are sent in a separate email from the ticketing provider.

It doesn't look like we have an email from you in our help@seatplan.com inbox, so it sounds like you may have reached out to the ticketing provider directly in the first instance. The provider for this booking was North American Tickets/Encore USA. We’re very sorry to hear there was a delay in getting these e-tickets reissued to you on their end and that you had to get in contact twice. Should there ever be any issue receiving the tickets or getting in touch with the ticketing provider, we always advise reaching out to our help@seatplan.com email so we can escalate this internally for you.

We are glad to hear that this issue was eventually resolved for you, and hope that you enjoyed the show despite this issue.

All the Best,
Team SeatPlan

Svar från SeatPlan

3 nov. 2025

Hi Paul,

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 the top UK ticketing suppliers to ensure the best possible price based on availability. This means often including offers that are not available when buying tickets directly from the Box Office, as can be found on our discounts page and our last-minute page.

We try to be as transparent as possible that we’re a third-party ticketing agency, and it is absolutely not our intention to mislead any customers into thinking they’re booking directly with the venue - our logo and branding are quite different from the English National Ballet’s, and are present throughout our website at each stage of the booking. We do appreciate all feedback from customers, so please don’t hesitate to contact us via help@seatplan.com if there’s something you feel we could improve to make our website clearer.


Ticket prices are set via our ticketing suppliers, rather than through SeatPlan, and we always show the lowest price available to us from our suppliers. On occasion the price of tickets available through our suppliers does differ from those available at the Box Office directly, and whilst this means that our ticket suppliers can offer discounts that the Box Office may not be able to, it also sometimes means that these prices may include additional fees that are not applicable when booking directly. SeatPlan always includes the cost of any booking fees within the price of the tickets, so that you’re not hit with the surprise of additional fees being shown when reaching the checkout - which can sometimes happen when booking directly from a venue. If you’d like to discuss this pricing structure further, we’d advise contacting the ticketing supplier for your order, whose details can be found on your confirmation email.

As with any online purchase, these prices and offers can fluctuate and occasionally there are sites who may have a better deal than us on a given day. Sometimes the discrepancy comes because the tickets you purchased one week are then reduced the following through an offer and this can make it seem as if the pricing has been discounted or inflated. Much like checking Amazon for a laptop one day, and the price changing the next. A quick comparison always helps to ensure you get the lowest price available to you at the time.

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