"26 hours before our return flight we…"

26 hours before our return flight we got an email with a change in our schedule, this means a completely different flight, and more than 12 hour later in our end destination. No call, no support, no other options.. they advised us to reach out directly to the airline, of course this worked also not and the airline was not able to help because it was booked via a third party. Lot of extra costs.. Really bad!

"Be sure you understand that their…"

Be sure you understand that their "cancel for any reason" policy is just a future credit (minus $700) and extremely misleading. You'll never get your hard earned money back. Instead they'll make you file a claim with their travel insurance company and it basically covers nothing. Then you get to wait on hold for hours trying to cancel. They take 10 days just to give you the credit and no, you can't switch it to another trip right away. Terrible! When you cancel they penalize you and don't even give you the full value of the credit, even taking the $400 "cancel for any reason" back. Nice. Will be telling everyone I know, who are also avid travelers to avoid them.

"Still waiting from December 2021 to get…"

Still waiting from December 2021 to get refund wrote to VP Mark Kastner and senior VP Ilene Pipano and no response.
We booked trip from our Parish Priest who has tred numerously to get refund

"Seeing the people and gorillas in…"

Seeing the people and gorillas in Uganda was a once in a lifetime experience. The safari through Queen Eliz. park was terrible. The guides did no tracking ahead of time and we saw nothing. Also the same for the chimanzee walk. We went too early in the morning while the chimps were still up in the trees.No tracking for this also. However, the gorilla trek was fantastic. We hiked 2 hours and then found a family of 13. Sat with them for an hour. Our guide, porters, trackers on the gorilla trek were A1 fantastic. The boat cruise was also fantastic. one of the highlights. There was not enough down time on this trip and it became a difficult experience to have 1/2 hour from breakfast (which was always late) to leaving. Forget going back to your bathroom. Also the tea plantation and some of the walks could be eliminated to give us time to relax in the beautiful hotels for one hour. The hotels were lovely and I wouldn't change a thing.The real negative was the $150 covid test that Gate1 provided. We met other companies and their tests were $60. This will make us consider our next trip even though we love gate 1. PS the people of Uganda are wonderful and we wanted to take home all of the children!! We loved their happy smiling faces.

"I've been on multiple Gate 1 tours and…"

I've been on multiple Gate 1 tours and just got home from Mexico city and Oaxaca tour and it was great! They arranged a covid test at hotel and things went really well. Small group of 19, everyone wore a mask and felt safe. Hotels and included meals were all wonderful and better than anticipated. I booked online so when I did need some info I used their call back feature and it worked well. Love Gate1

"Croatia 13 day tour"

We traveled to Croatia, Slovenia & Italy thru Gate1 in October 2021. The experience we had every step of the way was fabulous! When our connecting flight was canceled in Munich and we were re-routed thru a different city in Italy, Gate1 sent their driver to pick us up & drive us thru Italy, Slovenia and finally to our final destination in Croatia. They went out of their way the entire 13 day tour & we all had a wonderful time! We will be traveling with them again soon!

"I booked a trip to South Africa prior…"

I booked a trip to South Africa prior to the pandemic. This was done before a vaccine requirement. I have medical exemption and can not get vaccinated. I would like the money back I put into tour which is $2,000. A future travel credit does me no good if I'm not allowed on the tour. The representative who answered was rude and did not even see that I paid for trip insurance. I have taken three trips with Gate One however, this will be my last.

"Ecuador & Peru Vacay."

We just returned from a 11 day vacay to Ecuador & Peru. It was a great vacation . Outstanding accommodations on the banks of Napa river & sacred valley. The travel guides ( Johanna in Ecuador & Juan in Peru) were knowledgeable & accommodating. They were keen on keeping everybody happy. They paid attention to the smallest details so the guest didn’t have to stress. To date we have done about 6 trips with Gate1 all good.
I think Gate 1 has improved a lot BUT getting to speak to customer service is still painful, it takes hours to get one on the phone.

"Can’t get a hold of customer service once you’ve booked and paid for your trip!! :("

I’ve spent several thousand dollars on an upcoming trip. Yet, every time I try to get a hold of a customer service agent to ask about my flight time, I get a message telling me no one can speak to me that day. To try again the next day!! And it goes on day after day. It’s ridiculous!!

"Poor customer experience with Gate 1"

Missed my connecting flight due to a weather delay. The 24hr customer response was aweful. The did not rebook my connecting flight and no one answered the phone after calling for 10 hrs. I paid for my flight to get to my Egypt trip a day late. The customer service is lousy. They apologised when I returned, but I've had no luck with trip insurance to recover my lost expenses incurred. They blame Gate 1 for lack of response. I was put on hold for 2hrs and call dropped. Will not recommend this company due to poor customer service.