"I am extremely upset and disappointed"

I am extremely upset and disappointed. I asked a question about rebooking due to passport delay. My trip was canceled. Refunded $200 of almost $2,000.00. No one responded nor called me! I need answers!!!!

"Gate 1 is a scam"

Gate 1 is a scam. They offer a discount if you pay using methods that are non-refundable such as ACH. They sell travel insurance literally called "cancel for any reason" and will find any reason not to honor it. Their hold times are >2 hours if you try to speak with them, and their website communication option does not work, unless you are booking and sending them a payment. The company is designed to intake money, and deliver as little as possible. After I had paid the flight was changed and would have taken much longer than originally planned and the rooms were continuously downgraded AFTER the payments were received. I tried to cancel before the 72 hour window several times but the > 2 hour hold times and broken website made it impossible. Their company is designed to keep your money, and deliver as little as possible.

"Terrible Customer Service"

Just got off the phone with a customer service agent who acted as if it was my priviledge to deal with her as opposed to trying to be helpful and doing her job. My husband and I have travelled with gate 1 several times and booked a trip for my son and his partner so I think that as repeat customers we definitely should be treated as valued customers. Anyway this lady had zero answers for me. Was snotty and threatened to hand up on me as I was being condiscending. I'm
think asking for an accurate itinerary is more than reasonable. As my husband and I are nearing retirement we are hoping to do more travelling but am not at all sure if Gate 1 will be our first choice any more. There are a lot of companies out there. In addition: every time I called them the wait time was well over an hour (actually closer to 2 hours) I left a message for a call back several times and today finally someone called. Lucky me I got someone with attitude

"Recent experience with Gate 1 Travel"

We used Gate 1 travel 6 times in the past and overall they were fairly good. Recently we had a somewhat unhappy experience with Gate 1. We reserved a trip to Mexico in May 2020. The airline was Aeromexico and it cancelled the flight in late April. Gate 1 cancelled the land trip at the end of March. Our initial deposit was through our VISA card which covered the airline cost and a small additional amount for the land tour. We made a mistake by paying the remaining balance by check due to the small additional discount. Aeromexico refused to reimburse us the ticket cost and only offered a voucher for future flight within 14 months. We informed Aeromexico that since they cancelled the flight they are required by law (department of transportation) to reimburse us the ticket cost. They told us that Gate 1 purchased the tickets for us so we have to get the ticket money from Gate 1. Gate 1 did something not very professional and possibly not legitimate. Gate 1 agreed to reimburse us the cost of the land trip. We thought it would pay back to our credit card company and deduct the airline cost from the initial deposit since Aeromexico wouldn't pay back the ticket cost. Instead Gate 1 fully reimbursed our entire initial deposit by credit card and then deducted the airline ticket cost from our remaining balance which we paid by check. By doing it this way we can no longer use our credit card company to settle the dispute with Gate 1. Gate 1 told us they will pay us back the ticket cost only if Aeromexico reimbursed them the ticket cost. Aeromexico then filed bankruptcy and we thought we have lost the ticket money. To our surprise Gate 1 sent us the ticket money last Tuesday and it took 18 months to get our money back. Our advice is not to pay the remaining balance by check. The saving is only 2% of the remaining balance since our credit card gives 3% discount for travel. We are confident that had we paid the entire amount by credit card then we would have got our ticket money back from Gate 1 much earlier.

"Gate 1 Cancelled The Tour - Will Not Refund Me My Money"

Gate 1 cancelled my trip to Europe 4 days before departure, supposedly because of the Netherlands Quarantine Restrictions, this was one of 4 places I was scheduled to tour. They emailed me and called me twice to ensure I knew of the cancellation which I thought was odd. I was told by both of the Representatives that I would receive 100% of my money back within 2 weeks. I immediately checked their website and saw there were other tours going to the same locations after they cancelled my tour (I was traveling alone). After 2 weeks I checked my travel portal to find out that I am only receiving the "Land Tour Fee" back (Which I have not received yet). That the $700 for the Flight and the $299 I paid for the Travel Insurance is not being refunded. After 3 different calls requesting a manager call me to explain why they are keeping $1000 of my cash, today I received a call from a very rude manager who wanted me to only listen and not ask any questions, he treated me like I was his wife, not a customer who trusted that they would provide me the services I paid for. I get it Covid changed the world, stuff happens, that is why I paid the $299 for the Insurance, but Gate 1 Cancelled, not Me. After he hung up on me, I called Gate 1 back to ask the Representative how to use the Air Travel Credit, $700 in the future; she had no idea. There was no Cancellation Number or ID noted on my portal. I said "Okay." Next question: Why am I being charged the $299 for Travel Insurance that I can't use because Gate 1 cancelled the Tour. She used the analogy, "If you purchased Car Insurance then you cancel the Car Insurance, you do not get your money back....That is a Lie and when I said 'That is a Lie" she hung up on me. The Truth is: Yes, The Insurance Company does refund you your premium back because you did not use the Insurance, there may be prorated charges for the days used but you get refunded. The Insurance Company knows that is Fraud and Theft for keeping Money for Services not Rendered. I am so disappointed by the way Gate 1 is benefiting financially from those of Us who trusted the company. I'm shocked and can't believe they treated me in such an unprofessional manner.

"We booked a trip to Greece about 3…"

We booked a trip to Greece about 3 years ago. We booked 13 days Turkey Treasure last year and because of Covid-19 we booked in September 2021. The hotels were changed at the last minute. Most of the hotels were of poor quality The air conditioning were not delivering cold air. This is the last time I will use Gate1.

"We are based in Melbourne"

We are based in Melbourne, Australia and have been on several tours which were booked through the Gate 1 Australian office based in Melbourne
We had booked 2 back to back European tours for earlier this year however covid19 put a stop to those and any travel outside Australia.
The team at the Melbourne office were outstanding and went out of their way to ensure a smooth booking process and credits when the tours were cancelled.
We can’t begin to tell you how very disappointed we and many others are with the decision to close the Australian office permanently.
Dealing with the Gate 1 office in the USA is impossible

"Mandated Vaccine with no refund"

Booked a trip July 23rd for Dubai in November. Signed the customer agreement and agreed to all the terms. A month later after paying they tell me a vaccine is mandatory for my trip by them.. NOT MY PLACE OF TRAVEL. Basically tried to force me cancel with no refund! When they finally agreed to a refund they said I wouldn’t receive it for 8 weeks! SCAM company. Even admitted I didn’t sign off on the vaccine mandate because it came AFTER I booked. Wouldn’t recommend to anyone.

"Beware!"

Had a trip to Iceland scheduled and a Covid surge happened in the country with the US State Department issuing a level 4 Advisory: DO NOT TRAVEL. Gate 1 would do nothing but let me lose my money if I decided not to go. Very reckless company and apathetic management. Would never book travel with them.

"Very disappointing!"

I have been on two Gate 1 tours and had very satisfactory experiences. This time our flights were rescheduled making us miss a day of the tour. We have spent hours trying to solve this situation and trying to get a supervisor to help is totally impossible. The front line employees have little authority to assist in problem solving and even they are challenged to connect with their superiors. We were really looking forward to this trip and now it is just one huge headache! Very disappointed!