Don

Aug 13, 2020

ABANDONED IN PANAMA CITY, PANAMA

Reservation #182634 for Monica Merkins and Donald Haaga. Start date March 13, 2020. Since March we have been patiently waiting for Gate1 Travel to reimburse our unused Air and Insurance moneys. All our Tours, Air and Travel Insurance was booked through and paid direct to Gate1. Gate1 cancelled the Tours, and did not inform us, and abandoned us in Panama City. We had flown into Panama City a few days early and were scheduled to fly to Guatemala City on March 13th to start the Gate1 Tours. My son, who was going on the tours with us, texted us that the tours had been cancelled. Gate1 NEVER contacted us. We sat at the airport for 15 hours until we were able to get a flight home back to San Francisco. When we returned to the U.S. we contacted Gate1 to refund our money. Since March we have been given "the runaround" when Gate1 said they would refund our money for the Insurance and Airfare within 60 days. 60 days later - nothing! We called again and they said they would resubmit the requests for Insurance and Airfare and to wait another 30 days. 30 days later - again nothing! We went direct to Arch Travel Insurance and Copa Airlines for refunds but were told that Gate1 had to file the refund claims. They had to pay us the refunds since they booked and billed us. As of today, Aug. 13, 2020, Gate1 has not refunded us the money. My son has received all refunds, inclusive of Airfare and Insurance. Gate1 does not respond to e-mails or calls. All of the times we called we were on hold for over an hour to no avail. Every time we repeated the same request to different people at Gate1 and nothing has been taken care of.