SeatPlan Reviews 5,437

Reply from SeatPlan

Updated Nov 12, 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

Reply from SeatPlan

Nov 3, 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

Reply from SeatPlan

Nov 3, 2025

Hi Ray,

Thank you for your review - and sorry to hear you felt we were a bit overly keen with when we sent this review request.

The service we are asking you to review is actually the booking process for our site, SeatPlan.com, rather than your experience at the theatre - which is why we send this review request shortly after you made your booking.

It’s helpful for us, and our customers, to know from your TrustPilot review how easy you found it to make a booking, whether our view-from-a-seat photos and seat reviews were helpful and if you had any issues or anything you felt worked particularly well when booking. Review requests are automated emails, and are sent out when the experience of booking via SeatPlan is still fresh in our customers' minds.

With that in mind, we wonder if you might consider editing your review to reflect how you found your experience using the website. If you still feel your experience was deserving of just the one star we completely appreciate that, but it would be great to know how you felt the site worked as a whole, rather than just that you felt we sent a review request too early.

We hope you enjoy the show in December, and that our features, such as our reward point scheme, interactive seat maps and real customer-uploaded seat reviews, mean you might consider booking with SeatPlan again in future.

Kind Regards,
Team SeatPlan