From 5th October 2026, we are changing the way Essential Companion (or Personal Assistant/Carer) tickets are displayed in your basket, on your confirmation, and on your tickets. This does not change how much you pay – there is no new cost to you or your companion, and your eligibility for the scheme is not affected. This article explains what is changing, why, and what it means for your booking.
What is changing?
Currently, when you book an eligible Access ticket with an Essential Companion ticket, the Essential Companion ticket appears in your basket priced at £0, alongside your Access ticket at its full Access price.
From 5th October 2026, instead of showing as a £0 ticket, the price of the Access ticket will be divided equally between your ticket and your companion's ticket. Each ticket will show a price equal to half the Access ticket price, so you will see two priced tickets in your basket rather than one priced ticket and one free ticket.
For example:
| Before 5th October 2026 | From 5th October | |
| Your Access Price ticket | £40 | £20 |
| Essential Companion ticket | £0 | £20 |
| Total | £40 | £40 |
Here's the same change at a different price point:
| Before 5th October 2026 | From 5th October | |
| Your Access Price ticket | £75 | £37.50 |
| Essential Companion ticket | £0 | £37.50 |
| Total | £75 | £75 |
As both examples show, the combined total you pay for your ticket and your companion's ticket together stays exactly the same. Only how that total is split and displayed across the two tickets has changed.
Why is this changing?
This gives us a clearer and more consistent way of pricing and recording each ticket in a booking, while keeping the combined total you pay for your ticket and your companion's ticket exactly the same. It does not affect your eligibility for the scheme in any way.
Do I need to do anything?
No. If you are already registered for Access Membership, and eligible for an Essential Companion ticket, nothing changes about how or when you book. You will simply see the price split across two tickets in your basket and on your confirmation, rather than one ticket priced at £0.
Will this affect my Access Membership or eligibility?
No. This change only affects how the price is displayed across your two tickets. Your eligibility, your Access Membership registration, and your ability to book an Essential Companion ticket are not affected in any way.
What about tickets I've already booked?
If you booked your tickets before 5th October 2026, they are not affected by this change and will remain priced as they were when you booked, even if your performance takes place after that date.
Does this affect exchanges or refunds?
No. If you exchange or return your tickets after 5th October 2026, our normal exchanges and refunds policy applies as usual, based on the total price paid for both tickets together.
Does this apply to every venue and every event?
This applies to Essential Companion tickets booked at venues owned or operated by ATG. Where we sell tickets on behalf of third-party venues, that venue's own pricing and accessibility policies may apply – please refer to their terms and conditions of sale.
What if I need more than one companion?
We recognise that some customers may require the support of more than one Essential Companion. If you are eligible for more than one Essential Companion ticket (shown as a +2 symbol on your Access Card), the same principle applies: the Access ticket price is divided equally across all the tickets in the booking, and the combined total you pay does not change. Please contact our dedicated Customer Access team if you need to book more than one Essential Companion ticket.
Where can I find out more?
For full details of the scheme, including eligibility and proof of eligibility requirements, please see our Personal Assistant or Essential Companion ticket policy and our Terms and Conditions.