I expected the usual ‘jump through all these hoops’ since I was dealing with what is basically an insurance company, but was pleasantly surprised by how quick and easy claiming was. One form, two doc... See more
Company replied
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I supplied the relevant info by uploading the FULL booking email from logging in from tablet/PC & uploading relevant evidential documents. The refund was swift. Very prompt & a massive weight off m... See more
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The refund process was simple, quick, and thankful during a time of being ill and in pain all while missing out on something we've been waiting months for. I greatly appreciate not having extra hassle... See more
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The process to make a claim was very straightforward. I received prompt responses/emails and advice on any missing information that was needed and the claim was placed in pending until I could obtain... See more
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Company details
Written by the company
A leading refund protection provider to leading arts & entertainment venues and ticket agents. From theatre, concerts, festivals, and more we have you covered. Refunds processed by www.ticket-refunds.com Need help? https://securemybooking.com/help/
Contact info
United Kingdom
- 0330 057 1803
- help@securemybooking.com
- www.securemybooking.com
4.8
Excellent
9K reviews
Replied to 100% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Protect Your Sanity with Secure My Booking!
Secure My Booking is an amazing company! Nowadays if you're not willing to purchase protection for events, you're taking a risk. I bought 6 tickets for DOG DAY AFTERNOON in NY and half of my party got sick just before the show. The team at Secure My Booking were amazing--they processed my paperwork and I had my refund within a week. Trust me, when you buy tickets for events six months out, you never know what can happen. People got sick the day of the show so there was no time to STUB HUB it but I had my ticket protection and didn't lose my money! I'm a happy convert to their services!
11 April 2026
Unprompted review
Reply from Secure My Booking
Thank you for your wonderful review. We are sorry to hear some of your party were unwell, but we are really pleased our team could step in and help you recover the cost quickly. It is great to hear the protection gave you peace of mind, and we truly appreciate your support.
Poor service!!
Very disappointed with DWLP, purchased a ticket for Cabaret Voltaire in October and due to poor sales, the show has been switched to Brighton a further 30 odd miles away… got my ticket money back, but lost booking fee and SecureMyBooking insurance… be very careful people … rip off!!
15 April 2026
Unprompted review
Reply from Secure My Booking
Sorry your review isn't regarding Secure My Book as you have no applied for a refund form us your issue is with the venue and we have asked Trustpilot to remove your review.
Extremely grateful
What can i say, Im really grateful to whoever dealt with my case.
My friend had broken her ankle over Christmas and i'd bought tickets for her and myself to go to Oxford.
Sadly, due to her being in a cast not being mobile and travelling.by train we were unable to go and see Miss Saigon.
I was so very grateful to get a refund.... I will eventually try and take her again.
Thank you to whoever was on the receiving end of my emails and thankful I had purchased ticket insurance x
27 December 2025
Reply from Secure My Booking
Thank you for your kind review. We are sorry to hear about your friend’s injury, but we are really pleased we could help arrange your refund. It means a lot to know the support was helpful, and we hope you are both able to enjoy the show together in the future.
I purchased tickets to the Moulin Rouge…
I purchased tickets to the Moulin Rouge through ATG Tickets under for $1,046.16, including an additional $90 for ticket insurance, expecting peace of mind in the event I needed to make a claim.
My insurance claim was approved, yet receiving the refund has turned into an extremely frustrating and stressful ordeal.
ATG’s insurance/refund partner, Secure My Booking / Ticket Refunds, claims my approved refund was sent on April 1, 2026 through Wise, but the payment has been held for “compliance review” with no guaranteed payment date. I was only informed of this issue after the original expected payment timeframe had already passed.
Despite repeated follow-ups:
- No firm date has been provided for when I will receive my money
- The payment cannot allegedly be canceled or reissued unless Wise returns the funds
- Secure My Booking says even if Wise fails, they may need further internal approval before issuing a second payment
- I remain in limbo despite having a fully approved claim
My issue is not just with Secure My Booking, but with ATG Tickets for partnering with a refund/insurance provider that appears unable to deliver timely approved refunds or provide consumers with certainty when problems arise.
When customers purchase ticket insurance, they do so expecting protection—not to spend weeks chasing their own approved refund with no definitive answers.
I strongly urge ATG Tickets to review the companies they partner with for ticket protection/refund services, because this experience has seriously undermined my trust in the value of the insurance sold alongside their tickets.
As of today, I am still waiting for my approved refund.
31 March 2026
Unprompted review
Reply from Secure My Booking
Thank you for your detailed feedback. We’re very sorry for your experience and understand how frustrating and stressful this must be, especially after your application was approved.
We appreciate you taking the time to explain what’s happened so clearly. While delays can occasionally occur due to external compliance checks, we recognise that the lack of clear timelines and updates is not the experience we want to provide. At the moment, as we are still awaiting an update from our payment processor, we’re unable to give a firm timeframe. We don’t want to set expectations we can’t meet, as that can lead to further frustration.
This issue is affecting a small number of customers, and we want to reassure you that we are working hard to get everything resolved as quickly as possible.
We can confirm that your application has been approved and that your payment will be made as soon as this issue is resolved.
refund not credited
Unfortunately I have not yet received my refund. Although secure my booking were very quick to ask for a review
31 March 2026
Reply from Secure My Booking
Thank you for your feedback. We’re very sorry to hear that you have not yet received your payment and understand how frustrating and disappointing that must be.
We can confirm that your application has been approved, and your payment will be processed as soon as the current issue is resolved. This delay is linked to our payment processor and is unfortunately outside of our direct control, though it is only affecting a small number of customers. Please be assured that we are working hard to resolve this as quickly as possible.
Definitely worth the fee
I was able to get the evidence of sickness required. It was easy to upload to the website form portal. Correspondence was quick and efficient. Refund was processed very quickly. I have a daughter with a long term chronic illness and as a precautions I would buy ticket insurance again for future events in case she is too ill to attend.
31 March 2026
Reply from Secure My Booking
Thank you for your review. We are pleased to hear the process was straightforward and that your refund was handled quickly. We really appreciate your support and are glad the protection gives you confidence for future bookings.
They kept saying delays with payment…
They kept saying delays with payment had to raise a dispute with my bank to get my money back
2 April 2026
Reply from Secure My Booking
Thank you for your feedback. We’re very sorry to hear about your experience with the payment delay and understand how frustrating it must have been, especially having to take further action with your bank.
We can confirm that your application has been approved, and your payment will be processed as soon as the current issue is resolved. This delay is linked to our payment processor and is unfortunately outside of our direct control, though it is only affecting a small number of customers. Please be assured that we are working hard to resolve this as quickly as possible.
Your comments are important to us and will be taken on board as we continue to review and improve our processes.
Very disappointed
You do yourselves a disservice. It is no good processing the refund quickly and the actual payment back to the customer takes too long. I am still waiting for my refund payment, which is now outside of the 5-7 working day period. You have stated heavier processing causing delays. Very disappointed and not good enough, especially when you make no attempt to tell the customer that in the first place.
I have had to do the chasing as usual.
31 March 2026
Reply from Secure My Booking
Thank you for your feedback. We’re sorry to hear about the delay in receiving your payment and completely understand how frustrating this is, particularly as it’s outside the expected timeframe.
We can confirm that your application has been approved, and the payment will be processed as soon as this issue is resolved.
Unfortunately, this issue sits with our payment processor and is outside of our direct control, though it has only impacted a small number of customers. We are actively working with them to get this resolved as quickly as possible.
We also appreciate your comments on communication and will take this on board to improve going forward.
I still have NOT received my refund…
I still have NOT received my refund since March 27, 2026 . Today is April 11,2026
30 March 2026
Reply from Secure My Booking
Thank you for your feedback. We’re very sorry to hear that you have still not received your payment and understand how frustrating this delay must be.
We can confirm that your application has been approved, and your payment will be processed as soon as the current issue is resolved. This delay is linked to our payment processor and is unfortunately outside of our direct control, though it is only affecting a small number of customers.
Please be assured that we are working hard to get this resolved as quickly as possible and appreciate your patience while this is being addressed.
Refund still not received well past the…
Refund still not received well past the 5-7 day window.
1 April 2026
Reply from Secure My Booking
Thank you for your feedback. We’re very sorry to hear that your payment has still not been received and understand how frustrating it is, especially when it has gone beyond the expected timeframe.
We can confirm that your application has been approved, and your payment will be processed as soon as the current issue is resolved. This delay is linked to our payment processor and is unfortunately outside of our direct control, though it is only affecting a small number of customers.
Please be assured that we are working hard to resolve this as quickly as possible and appreciate your patience in the meantime.
Delays, Excuses, and Serious Red Flags
My experience with Secure My Booking has been nothing but delays, contradictions, and behavior that raises serious concerns.
I was told my refund was approved and would be issued within 5 to 7 business days. That timeframe came and went, no payment, no update, no accountability.
When I followed up, I was given the now-familiar excuse of “compliance checks” and told to wait even longer. Let’s be honest, ACH transfers in today’s banking system are typically processed quickly once initiated. When a company claims a payment is “processing” but nothing arrives, that does not align with how modern payment systems normally operate.
Even more concerning, compliance checks are internal processes. They are not something customers should suddenly hear about after a refund has already been approved and supposedly in progress. When these are used to justify delays at that stage, it raises legitimate questions about what is actually happening behind the scenes.
Then it gets worse.
I was sent a screenshot claiming my payment was processing, yet I still have not received a single dollar. On top of that, I was offered the option to cancel the ACH and switch to PayPal instead. Ask yourself why a company would want to change payment methods after claiming funds are already in motion. That is not normal, and it only adds to the concern.
At best, this is extremely disorganized and unprofessional. At worst, these are tactics that feel misleading and are exactly the kind of behavior that destroys customer trust.
Customer service has been nothing but scripted responses and shifting timelines. No urgency, no ownership, no resolution, just constant delays and excuses.
And let’s be clear, ticket sellers ( ATG Entertainment) who choose to partner with and use this company should also be held accountable. If you are directing customers to a third-party refund service, you are responsible for who you do business with. This kind of experience reflects just as much on the seller as it does on the service itself.
If a company tells you your refund is approved and processing, it should be completed. Not stalled. Not redirected. Not repeatedly pushed back.
I am still waiting on my money, and at this point, I have zero confidence in anything this company says.
Proceed with caution.
7 April 2026
Unprompted review
Reply from Secure My Booking
Thank you for your detailed feedback. We’re very sorry to hear about your experience and completely understand how frustrating this situation has been, particularly given the delays and lack of clarity you’ve encountered.
We can confirm that your application has been approved, and your payment will be processed as soon as the current issue is resolved. This delay is linked to our payment processor and is unfortunately outside of our direct control. While this has only affected a small number of customers, we recognise that this does not lessen the impact on your individual experience.
We also understand your concerns around the communication and the information you’ve received. Your feedback is important, and we will take this on board as we continue to review and improve both our processes and how we communicate during situations like this.
Please be assured that we are working hard to resolve the issue as quickly as possible and appreciate your patience while this is being addressed.
Once I found out how to contact them…
Once I found out how to contact them they were very swift in the refund thank you
31 March 2026
Reply from Secure My Booking
Thank you for your review. We are pleased to hear your refund was handled quickly once you were able to get in touch.
Great service
I took out the insurance as my friend was waiting for an operation but didn’t know when it would be.
We got the appointment letter and advised the company along with the paperwork and within an hour the ticket money was reimbursed into my account
Really appreciate your support and service
31 March 2026
Reply from Secure My Booking
Thank you for your kind review. We are pleased to hear everything was handled so quickly once you provided the documents, and that our team could support you at such a time.
Reply from Secure My Booking
Thank you for your review. We are pleased to hear everything went smoothly with your refund.
Simple rocess and prompt refund
Simple process and prompt refund. Very impressed. Thank you!
31 March 2026
Reply from Secure My Booking
Thank you for your kind review. We are delighted to hear you were impressed with the process and the speed of your refund.
Still haven’t had our refund
Still haven’t had our refund. I know we have had Easter bank holiday, but this is ridiculous.
31 March 2026
Reply from Secure My Booking
Thank you for your feedback. We’re very sorry to hear that your payment has still not been received and completely understand how frustrating this is, especially given the additional delays around the bank holiday period.
We can confirm that your application has been approved, and your payment will be processed as soon as the current issue is resolved. This delay is linked to our payment processor and is unfortunately outside of our direct control, though it is only affecting a small number of customers.
Please be assured that we are working hard to resolve this as quickly as possible and appreciate your continued patience.
Quick and easy
Everything was extremely easy to do, just a spot of form filling and an attachment and the refund was super quick, no quibble.
30 March 2026
Reply from Secure My Booking
Thank you for your review. We are pleased to hear the process was straightforward and that your refund was handled quickly without any issues.
Very good customer service
Very good customer service. Very quick with refund following serious medical condition.
30 March 2026
Reply from Secure My Booking
Thank you for your review. We are sorry to hear about the medical situation, but we are pleased our team could support you and process your refund quickly.
The online form times out a bit too…
The online form times out a bit too quickly however once submitted the refund was actioned quickly and with no fuss.
30 March 2026
Reply from Secure My Booking
Thank you for your feedback. We appreciate you highlighting this and are pleased to hear that once submitted, your refund was processed quickly and smoothly.
Reply from Secure My Booking
Thank you for your review. We are pleased to hear the process was easy and that your refund was returned so quickly.
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