"Lost Luggage"

My luggage was lost and I let Evi our travel guide know when I called her when I arrived around 11:00 pm and not 5:00 that evening at the hotel she acted as if I bothered her and I only called because when I checked I was given her information at the front desk and no information on the itinerary for the next day was left for me and had I not taken the initiative to call I would have been completely lost and also when I saw her the next day she didn't introduce herself she did not give me a quick briefing of what to expect because I missed the meet and greet because of the issues with my flight. I looked at the bus and found my name and got on and when she saw me on the bus, she simply asked my name and checked it off and went back to the front of the bus and I never received my Gate1 name badge or anything else that was given out during the initial orientation. It is a good thing that the Gate1 family and NOT EVI was willing to assist me. My flight was cancelled and rebooked several times at the airport and when I arrived at the airport my luggage was missing so I had to file a claim. After I went out to the lobby to meet the person that transferred me, he took a picture of the paperwork and said that Gate1 would take care of it, and she sent it off to someone at Gate1. The airport also said that my luggage should be on the next flight that was scheduled to arrive at 3 AM so I could have it delivered to the hotel, or I could come back and pick it up. I didn't have the hotel information, so I opted to come back and pick it up. After I got settled in, I got on the bus the next morning not worrying about my luggage because the driver from the previous night said that it would be taken care of. I will give Evi credit for being very knowledgeable about the things that we saw however her customer service skills in dealing with people are horrible. On the way to the museum, I said something to her again about my luggage and asked her if it wasn't there what should I do, and she said to wait until we get back to the hotel. Again, because I was initially told that Gate1 would take care of it by the driver when I landed, I was not really stressing about my luggage. I opted to stay in town and enjoy as much of Athens that I could and when I got back to the hotel I asked if my luggage was there, and it wasn't and that's when panic started to settle in for me. I called Gate1 and the agent on the line began to tell me that it was the responsibility of the airline and not theirs that my luggage was lost. I was furious because I knew that I had purchased the insurance and so I just hung up. I called the airport and gave them my claim information and they confirmed that my luggage was there so at that point I called Evi to see how Gate1 could assist me with getting back to my luggage. She asked me to meet her down in the lobby in 15 minutes and I did, and she acted as if that was the very 1st time that she had heard about my luggage getting lost. She was extremely dismissive, and she tried to call to see if there was another driver transporting someone from the airport that could bring me my luggage and there wasn't and then she called someone and that's when she told me that it was not Gate1's responsibility to get my luggage. I explained to her that when I arrived the driver told me that Gate1 would take care of it and since I was told that I didn't have any reason to not trust what I was told. I explained to Evi that this was the 1st time I used Gate1 and that I could only trust what was told to me. She proceeded to stick with the fact that it was the airlines’ fault and that Gate1 wasn't responsible. She also then told me that I filled the form out incorrectly and that I should have had it delivered to the hotel and I told her that I couldn't remember the name of the hotel and I also explained that if the form was filled out when the driver took a picture and sent it over that whomever received it would have actually looked it they could have told me that I filled it out wrong and I could have simply walked back into the door and had it corrected. She proceeded to tell me at that point that it was my fault and that Gate1's policy. all I heard at that point was a bunch of rules to cover Gate1. I explained that I needed to get to a hotel and since Gate1 wasn't going to help me if she could please help me arrange for a cab and she said it was going to be about 45 minutes and that it was going to be about 55.00 basically asking me if I could afford it... My entire trip no luggage and now that I am home still no luggage and having problems finding it and I purchased the travel insurance with Gate1 and all of the arrangements were made through Gate1. am back home now and I emailed Gate1 to let them kow about my experience

"Far exceeded our expectations"

We travelled with Gate1 in May 2023 for an Amazon Express guided tour. We did some research before booking online and were skeptical, but for the sick promotion they had online, we figured it was worth a try, especially after reading all amazing reviews from satisfied customers.

We were stunned by how well everything was planned, and backed up in situations where due to the unpredictable weather in the rainforest, things had to be changed last minute.

The food was custom fit for every person, delicious and served right on time. Our guide and driver were friendly and very knowledgeable. They made us feel very comfortable from the first interaction.

It was definitely a trip we would never be able to replicate without a trusted tour provider, and our expectations were well exceeded.

Highly recommend and will definitely be using again.

"Our trip to Morocco from 8/31/2023…"

Our trip to Morocco from 8/31/2023-9/7/2023 was a pleasant surprise. I will give our trip a 5 star rating. Our guide Mohammed and his team made our trip so easy and wonderful. When we reached Casablanca we were greeted by Mohammed and his team outside the airport arrival doors. Throughout the trip, Mohammed and his team were on top of everything. They really cared for us. Mohammed is an excellent guide. We traveled to Rabbat, Fez, Marrakesch, and Casablanca in a private air conditioned Gate1travel bus. All the hotels were very good with the exception of Rabbat Hotel which was average but it had the best breakfast and location. Our return to the Casablanca airport was great. Mohammed boarded us on the bus. When we reached the airport there were several people to help us. There was a very nice gentleman who helped us with our luggage and all the way to the ticket counter. For the price and service provided by Gate1, we give our trip a 5 * rating. We cannot praise enough Mohammed and his team making our trip a pleasure. Mohammed and his team is a great asset to Gate1 Travel in Morroco!

"VERY BAD CUSTOMER SERVICE"

Booked a tour online but we wanted to speak with someone - not just click buttons on a computer. This was all too hard for gate1 consultants who were tardy at responding to emails. Whilst waiting for a response about how to make the payment (because it was in USD), our booking fell over (even though we'd emailed the consultant to ask her to hold the booking because we were in the Northern Territory outback without mobile range for 2 days) and then the tour was booked out. We'd already booked our fares from Australia. The consultant called Nicole was most unhelpful throughout the process and is totally unsuited to that type of job. I'd never look at any of their tours because I see the reviews are very negative and I can see why. They need to pull their socks up before they go broke......

"Today 25/8/2023 when i was in Monas"

Today 25/8/2023 when i was in Monas , your agent(Is a man staff) never Line up to enter the Monas . Time is about 9am to 10am…i hope he can say apologize to other who Line up imfront of his Group…thank you

"Southern England"

We toured Southern England. Our guide, Mark, was delightful. Our accommodations were awful. In Stratford-Upon-Avon, where it was in the mid-80’s, we had no air conditioning in our rooms. There were major traffic issues.

I’d you don’t mind substandard accommodations, go for it.

"This service is entirely unacceptable."

This service is entirely unacceptable. I noticed that my name has an error and have been going back and forth calling every single day to speak with someone in regards to correcting this egregious mistake. Each day i speak with a new person and they inform me that they have corrected the issue and that it takes about 24 hours for the change to be reflected. Each 24 hours that pass, there is no change. It is exhausting having to jump through hoops for a simple mistake that 1- should never have happened and 2 should have been corrected after the initial phone conversation. Yesterday, was the 5th time i spoke with someone, Clinton Foley, at which point i required that i receive a confirmation email proving that amendments were being processed. Today was the last time i spoke with someone and again the name is an error. My trip is 2 weeks away and instead of preparing and getting excited for this experience i am left with a sour taste in my mouth and dont even want to continue my business further with gate 1 if simple issues like this cannot be resolved with me calling DAILY. Escalate this to the highest personnel and fix this mistake immediately.

"gate 1 group disaster"

My wife and I have been traveling with gate 1 for 10 years now. Ever since COVID, the costumer service has gone down the drain. On our most recent trip to yellow stone, with 2 other couples, we found out just a couple days before our trip that gate 1 only booked 2 room for 3 couples, instead of 3. We called costumer service to fix their error and with so much attitude, they made us pay double for the extra room. I do not know how it is logical for 3 couples to book 2 rooms. Be very careful and double check your flights, room, meals etc when booking with gate 1

"Poor Customer Service"

I have been traveling with Gate 1/Discovery Tours since 2013 and have taken numerous trips with this company. Their customer service has always been very good. However, recently, they canceled a tour due to insufficient travelers. My airfare was already purchased. I found another trip leaving within the parameters of my airfare. G1 was willing to pay for a change fee. However, I called the company and also had my travel agent call to see if they would pay for the prenight since I would arrive early, instead of the change fee. We were told no. Asked to speak to a supervisor and still waiting for a call back.

G1’s customer service has gone downhill. They would rather lose a good customer than pay around $200 for the hotel (which is what the change fee would cost). I will never book a tour with them again.

UPDATE- My travel agent heard back from G1 and they are making the issue right. Don’t know why a supervisor couldn’t come to the phone to begin with and this situation would have been resolved immediately.

"I wish I could give Gate 1 no stars"

I wish I could give Gate 1 no stars. I canceled a trip, which I had insurance for. Now Gate 1 is saying I have an airline credit which Singapore airlines knows nothing about. Gate 1 is saying I can o my use it with them but can’t use it for the land portion . Well I booked a whole package with them $ they are staying my left over funds can’t be used for anything else and they won’t refund it. That sound ridiculous!! This company is TERRIBLE! I canceled way in advance and had insurance.
They already took money for the cancellation fee, which I understand your policy is your policy but why are you scamming people. Why not let me rebook the trip? This doesn’t make since. BEWARE‼️
Looks like Gate 1 responded to my complain like they have in the past ONLY they never reach out. They only reply to make it seem like they will help. Today is 8/12 and this is the 3rd time they said they will
Make this right and haven’t. Read the other review GATE 1 doesn’t care about their customers. I only wish I would have read the reviews first because loosing 2,300 is not okay especially when you cancel 3 months in advance and purchased insurance. I will file a claim with the BBB so this won’t happen to anyone else.