Gate 1 Travel
reviews and complaints

Dear Gate 1 Travel,

I have an issue and am asking for an adjustment to help alleviate the problem. Specifically, I am talking about Reservation 1959887.

Last Monday (June 13), my friend, William Weber, and I were to begin a tour of the northern Midwest including Mt Rushmore, Grand Tetons, and Yellowstone, ending in Salt Lake City.

Earlier this month (June5- 6) Mr. Weber was infected with Covid virus. His doctor’s office said since he’d been feeling well and was non-infectious, he was safe to travel by Saturday, June 11. Since our tour started Monday and we had his physician’s clearance, we proceeded with our travel plans.

We also looked at the CDC guidelines and found the same information concerning isolation and infectivity.

As I am 76 years old, I decided, given my age, I would be more comfortable if I had my own sleeping and bathrooms for the first few nights as extra precaution. I called your company to ask to rent a separate room for the first nights and was told that it would not be possible for Gate 1 to arrange. I must say a phone call to the Rushmore Hotel did not seem too much to ask.

Please note my phone call to Gate 1 was on Thursday evening.

After his flight to Rapid City, Mr. Weber received a phone call from Gate 1 on Monday asking how he was feeling. He responded he felt well. At the 7pm Introductory Meeting our guide said the company may have an issue with Bill’s participation and asked him to take a home Covid test. The test was positive. As you may know, the CDC website says people who have had Covid may test positive for 3 months after being infected. In addition, the positive test in this instance does not indicate infectivity. The tour leader then notified him he could not travel on the tour.

This is disappointing!

Since your company had concerns about tour safety why wasn’t Mr. Weber contacted on the previous Friday or Saturday or Sunday? Again, I called about an extra room on Thursday. Mr. Weber and I wasted $900 on airfare? I can’t help but feel your company let Mr. Weber and me down by not acting sooner if Gate 1 had a concern about his participation. The way this matter was handled does not seem fair or appropriate.

I believe the reasonable thing to do would be for Gate 1 to issue a voucher to Mr. Weber for a future tour and reimbursement of his airline ticket expense.

William Weber and I traveled to Egypt with your company in February 2020. Further, Mr. Weber toured with Gate 1 to Brice, Zion, and Grand Canyons in April of 2018. We would like to travel again with Gate 1, however this experience has tarnished that desire. I would be happy to speak further about this issue over the phone. My number is [protected].

Sincerely,

Rodger Suchman

We are a family of 3 and have made a booking together. Unfortunately due to an unforeseen circumstance one of the passenger needs an earlier flight i. E needs to fly on the 22nd of june! Online service does not allow us to make change for 1 passenger only. Since the 13th of june we have been trying to get gate 1 and despite the promise of always helping we are met with all phone lines closed. We have filled 3 of their forms. Despite stating that they will address urgent demands, we still have not heard from them. They also suggest to contact the airline directly but again false information since the airline says it is blocked from making any changes. How on earth can they have customer service without phone or chat or without any means of communication with their customer.?

I am currently on a 16 day tour with Gate 1 in Italy. I had purchased the round trip transfer package to pick me up at airport and return me to airport at end of trip.

My trip was delayed an hour and they airline lost my wife's bag. We were waiting at carousel in airport to make sure no more bags were coming.

She then proceeded to get on a lengthy line to file a missing bag report and I proceeded to advise pick up service of what was going on.

I winds up that the person who was supposed to pick me up had already left and the fellow holding the Gate 1 sign was there to pick up someone else.

I explained what had occurred and he assured me that he would wait until my wife completed the claim. He decided not to wait since his party had come and thus I was stranded at the airport with no way to get to the hotel.

I spoke to the emergency agent at Gate 1 when she called at 3:30 which was well beyond the time her agents were available and she advised me that the only way I could get to the hotel was to take a taxi.

I took an Uber instead with concern about cost and paid 111.97 euros or approximately $118. Now I am being told that Gate 1 does not intend to reimburse me for this expense.

I find this unacceptable and believe they should pay me since they knew I was there by checking the airline logs and speaking to their agent and not providing me with another alternative.

However, you can assist in this regard I would appreciate.

I feel very dissapointed that I have paid yesterday 2750.74 euros en gate1 after less than 2 hours I have canceled the trip

Wants to return me 2405.28 euros. I am loosing 345.26 euros (unvelievable how it is possible), do you think that it is fair?

Never in my life I will buy a ticket to gate1, and I will paste everywhere in

The social media an tell my friends that your service is very bad, do not buy anything anymore, they are not a good trust and good service, find that they still my money

Will be very grateful if you can help me to get my money back.

Thanks for your kind assistance,

Maria de armenteras

[protected]

Peru Rail cancelled the train to Machu Picchu because of blockage to the train tracks — public workers rallied because of their disappointments with the Peruvian government and inflation.

Gate 1 Travel and it’s guide, instead of protecting the safety of their travelers decided to drive away from Sacred Valley to Cuzco, which took nearly five hours driving in unpaved and gravel road. There was burning tires, huge boulders and angry/drunk people blocking the streets, nevertheless that never stopped the guide from

proceeding.

I have videos of all the blockage with the tour guide, driver, and some passengers of the tour bus trying to help remove huge boulders, cut up tree trunks on the streets just so the bus can pass through. In the end, after all the side streets and the removal and talking to these angry protesters, the road was still blocked that even an ambulance cannot pass through. On top of that, the guide only have two water bottles left and there was 13 of us, and no bathroom breaks or even a concern to ask if anyone needed a bathroom break the whole 5 hours finding our way to Cuzco.

It was a very scary experience, and the guide disregarded my concerns!

After spending nearly 1600 for return flights from Dublin to Argentina, we were told we needed a ESTA Visa to pass through USA, so under advisement from British Airlines we informed the lady at the desk to make a note that we didn’t miss or flights so our return flights would be secure. We also had a conformation email from yourselves to say or flights had been changed but were confirmed, on arrival at the airport, we were told our flights had been given away, which lead to an extra week in Argentina and a further 1000€ in flights and my friend still to this day been stuck in Argentina trying to get money for return flights. This has not only been stressful but has lead to warnings from work being late back and financial struggle for flights that we had paid for, how anyone can just give flights away like that is a total disgrace and I hope to hear back on this issue, trip ID 6646091, out going flight AA6769, return flights that were cancelled AA900

On 2018 I was planning to go to Germany and because the Pandemic was cancelled, they asked me if I want my money back or if I want to leave it on my account, because was paid in full by check (cash) to rebooked when the pandemic was over, because this trip Oberammergau Passion Play is only every ten years, (and I don't want to loose it) I let them to keep my money, What a mistake, was every included, flight, land tours, hotels, transfer, etc.

Now they canceled my trip the way I had before without letting me know, I have no flight, no transfers, and I want my money back, the whole amount because the cancelled not me, and the was holding my money for almost 4 years, they don't want to reimburse my money and don't want either put it back the same way it was, I'm talking about more than $5,000 the kept

Gate1 Travel: Breach of Contract

A $400 deposit was accepted by Gate1 Travel on March 1, 2022 for “9-day Canadian Rockies with Waterton Lakes” (reservation 2142775).

A Package Airfare Supplement of $904 for two adults was noted in the invoice of March 1, 2022.

The Passenger Agreement was affirmed and subsequently accepted by Gate1 Travel on March 1, 2022. The Agreement includes acceptance of the following (in part)- AIRLINE TICKETS I understand that Gate 1 Travel will issue my airline tickets either at the time of booking for Instant Purchase Airfare, or at the time of full payment for Gate 1 Airfare.

Final payment was accepted by Gate1 Travel on March 28, 2022.

The following week, American Airlines showed no payment to or issuing of tickets. Pursuant to Gate1 Travel present policy an e-mail Inquiry was submitted. Gate1 claims that answers normally take a few business days. The published hours are Monday through Saturday. Because of physical limitations an upgrade (at additional expense) to seats with additional leg room was necessary. This requires the airfare be paid by Gate1 Travel and tickets issued by American Airlines.

As no response was forthcoming, another email was sent on April 8 with same request to pay airline to permit upgrading seats. Again, there is no response.

Resolution: Cancel the reservation and have refund of all payments for breach of contract by Gate1 Travel.

I've paid for my entire trip to Lima, Peru, and this business keeps sending me messages about competing my passport information, which I've done already on their site, more than once. This is response to my requests for document number for the Peru National CoVid19 website, which I need as part of my trip requirement.

Since everything is done online, and they are constantly busy, and I've paid for my trip already and my trip leaves in 15 days, this is not only annoying, buy also very insulting. I have much better things to do with my time.

Gate 1 claims they have a cancel up to 72 hours for any reason and offered a discount of 5% paying by checks. We believed it and paid the full amount in addition to the trip protection insurance for $200+ per person and thought we would be covered. Now two weeks later after we paid, we got an email from the airline saying our flight is rescheduled and our tour will be cut down and lose1 day. And we need to either get the refund or rebook. So we called gate 1 and we’re putting on hold for hours and couldn’t get through. After we push the button saying we are making new booking. Immediately someone came online. She said we would be loosing $1000 and more if we want refund even with out insurance. So we said we wanted to reschedule. She put us to service department. We have been on hold for another 2 hours already. I wish we never booked with this company with no customer service at all as soon as you made the payment and sign their agreement. Big mistake for signing that agreement so early and paid by a check. Be warned that Nobody will help you again after you do both even when you call their emergency customer service line! What a terrible experience even before we start and thought we would be relaxing now all this extra stress without any help from gate1

As a current customer, I should not be thrown back to the service department 3 times after waiting 20, 30 and 40 minutes. After being transferred to the service department, I had to wait again to a point when I had to give up.

Their customer service automated response instruct to press 2 for existing reservation, and that is what I did 3 x. After getting someone either to get back to me or after a long wait, I was immediately transferred to service. And then another waiting. I was trying to explain all the time I've been waiting.

There is no option in the service department line to get a return call instead of waiting.

I started calling in the morning but its almost about to close now, there's still no one I have to talked to change my current reservation.

This is very disappointing. They should either assign an option for the service department and change their automated message system which directs current reservations to sales.

Very disappointing.

Reservation#2104972, I booked a trip for my friend Suganya and I to Brazil in May. My friend had a tragedy in her family. She will not be able to travel and needs the money to make funeral arrangements. I will be taking the trip as planned and possibly take my husband with me. I have been a loyal Gate1 traveller this would be my 7th but not last trip. I talked to customers service about her situation and got a stern Policy read back to me. My friend could loose her $300 deposit or get a future credit. Neither is good for her as she needs the money. I also requested if I could get her credit and I will pay her back. The customer service was unwilling to listen and budge from your policy. Sad to see in these trying times you would not show compassion. You would rather loose thousands of dollars of future earnings over $300.00

My family has a long-planned trip to Israel/Jordan paid in full from Gate 1, to depart 12/22.21. Reservation #1192367 made in March of this year. Flights included in the Gate 1 tour were through United. In early Nov I noticed irregularities in my United online itinerary. I immediately called and reported it to Gate 1, which had not been monitoring this. Before we knew it all of our outbound connections/flights to Tel Aviv were erased with United. Return flights/seats still in place. Gate 1 said United should have things updated on their side in a few days. After a week elapsed with no change, I spoke with United and they said since Gate 1 booked it, to speak with Gate 1.

On 11/9 I spoke live with agent "Randi" (ext 1640). After researching with me on the line and a few discussions with other Gate 1 teams, she said flights had to be re-booked. But everything she found was now much higher in price, not surprisingly. So she couldn't book anything. I emphasized to Randi that as far as I was concerned, as a paid in full customer I was locked in for my air travel, it's paid for. We would not pay more for airfaire out of pocket and that we expected Gate 1 to provide comparable flights /quality on their dime, not ours. She totally understood our position.
She had to give our case to some type of airfaire dept and said that once resolved she or someone else will call me.

No one called back.
I then left VMs with Randi 2-3 times since then over the next week, none were returned.

I then called and s/w Gate 1 Agent "Abdul" on Mon 11/15. He immediately transferred me to "Flights" and although it said I'd be on hold for about 5 min, I was on hold for more like 30 and had to use the option to have me called back. You should know that during this and past weeks wait times at Gate 1 averaged hours and the best way to speak to someone was to use the call back option. and not all the time, do they call back. To no surprise I never got the call back.

I then took a chance and called and actually spoke with Randi 12:30pm on 15th . We spoke briefly, she had me on the phone and we got disconnected on the Gate 1 side. I tried calling back numerous times. No luck. She never called me back, either.
Before being placed on hold she said she was trying to do online chat with a "shannon". I made note of this.

I then called and spoke to a "Russell" at 10:45am next day on the 16th. He could see that Randi and Shannon were working on it in my reservation's notes, then tried to reach out to them but had no success.
He said he would relay a note to them that I was getting very anxious for a resolution and wanted some communication from them on the matter.

Here I am day later, and no one has reached out to me. Randi doesn't answer called nor reply to voice mails. I have no one to talk to, and if I want to try, I have to play the hold for an hour or 2 game just to speak with an agent that has not worked on my account and will be unable to do anything other than take notes or transfer me around.

Our trip is a month away! I need some customer service and a resolution to our flight situation, none of which was my doing. I need to be able to talk with someone, and to have a number I can reach them at with questions (should I have any) and the person needs to respond to messages if they can't pick up the phone. How basic is that? I have a trip 100% paid in full and deserve some assistance. We and other family members have used Gate 1 in the past and never have ever had any difficulties like this.

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.

Dont buy plane tickets with gate1. They steal your money! I bought two plane tickets to Bali, due to the corona being canceled and until today I haven't seen the money or any help from gate1. I sent emails and the answers were always the same, no help, no refunds, no phone contact exists. Better to pay more for a plane ticket with the airline, than to buy cheap and still steal your money ! Never in my life. Gate 1 steal money from people!

Reservation #1848200 for a trip to Israel for two. Susan Redman and Lydia Bauman made a land and flight reservation to Israel for June 18, 2020. After some discussion we received our deposit for the land portion but have yet to receive our full payment for our flights. I know for a fact that El Al has been returning the flight costs as a friend has received her refund. I've called Gate 2 numerous times as has others in our party and get the same answer, "when we get it, you'll get it." This does not make any sense to me. A large travel company should have the ability to get refunds before individuals.

Two days before my flight was supposed to happen I got an email informing me it was cancelled this was on September since then no one has contacted me and I have sent an email with no response back, they dont have any number you can call and all they do is send you the same automatic resposnes, now I am wondering if they are ever going to do it or are they just a scam.

Payment made by cc#xxxxxxxxxxxx8981 on 11/29/19: Deposit of $1672 for Air and $1167 for Land.Total $2839 plus $878 for insurance.

Two reservations were involved: Customer 5111340 Judith Rose Normandin; Customer reservation numbers: 18911333 (Normandin) and 1891509 (DiSalvo).

I wish that my payment will be refunded ASAP.

I can be reached at [protected] or [protected]@snet.net

I have been waiting for a refund, since March for $1, 834.35 on reservation 1729958 account ID 3273748 Beverly conklin 1711 willow Oak Cir Dickinson Texas [protected]/361/366/6033
when will we be refunded.
robert Conklin

1729958 9 Day Classic Egypt with 3 day nile cruise 9 May 20 cancellation was made by Gate 1 in March 20

Our Gate 1 Travel trip & tour to S. America was curtailed at dinner on day 5 (Friday, 3/13/20) in Iguassu Falls, Argentina. This was to have been a 14 day trip that started with our flight to Rio that arrived Monday 3/9. At dinner March 13th we were told by out tour director that we would be flown Sat AM from Iguassu Falls, Brazil to Sao Paolo so that we could fly home to USA.

At dinner (3/13) we were told the trip was over & we would fly to Sao Paolo on Sat. We were also told that Gate-1 travel Reps were swamped with all the required changes for their customers around the world & it may be necessary for us to make our own arrangements for a flight home.

That Friday night when we got back to the hotel I called Copa Air who Gate-1 had used for our flights from & back to USA. I was told by Copa that our reservation was owned by Gate-1 & that we could not modify it and if we want to fly from Sao Paolo we would had to buy a new ticket for that trip, which I did.

I had to pay Copa Air $634 for the 2 of us for those tickets from Sao Paolo back to USA. I was told by the Copa Rep on the phone that Gate 1 would be issued a credit for the flights we could not take back to USA on 3/21 from Santiago.

I made a reservation for myself & my wife on the first available flight and paid Copa for it with my credit card.

Now Gate 1 management is saying (this is a direct quiote) "As to the new flights you purchased with Copa, after a thorough review it has been determined, as the events were wholly out of our control, Gate 1 is not responsible for these costs".

In addition Gate-1 offered us a compensation package that is a low-ball offer since we only accomplished 5 nights of our reserved 12 night trip but it value is not even 7/12 of what we paid Gate-1 for the land tour portion. I assume a similar compensation package credit is being worked up for all 17 customers who were part of our Gate-1 tour group.

G. Keane [protected]@gmail.com