Review summary

Gate 1 Travel has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.

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D

DANETA

1 out of 5 stars
Don't Book

I have taken many big trips with Gate 1, I e. Japan, Africa, etc., however, I planned to do the trip for Thailand, Cambodia & Vietnam in January 2026, but now there's fighting at the border between Thailand and Cambodia, also there is a level 4- DO NOT TRAVEL by the Embassy. Gate1 refuses to give me my $600 deposit back because they said they have not cancelled this trip yet and is monitoring the situation. My thrill is no longer interested in being over there. Gate 1 will not even give a credit, with all my years of traveling with them. How unfortunate.

DS

Dorin Stancu

5 out of 5 stars
Misunderstanding regarding visa inclusion

I booked the 16 days Egypt with Jordan tour. On the highlights page it said that Jordan visa is included. I booked my own flights so I called the agent to confirm visa situation. He told me that it is not, since I booked my own flight and airport transfer. He spoke to his manager and assured me this will be remedied by Gate1. After some back and forth emails and review left on this forum, a representative reached to me within hours, and let me know that I will be reimbursed for this due to the misunderstanding. Also, Gate1 will edit the highlights page to avoid future confusions. I changed my review accordingly to reflect this. I’ve had positive experiences with Gate 1 for 10 years. The quality of the packages offered and customer support deserve recognition

ES

Esk Schilderwerken

1 out of 5 stars
Ik wil me geld terug oplichters!!

Ik wil me geld terug oplichters!!! Gister 800 betaald en slap excuus dat condor de reservering niet konden doorzetten !! Ikke bellen met condor...blijkt lulkoek te wezen!!! Ik ga aangifte doen en eis 10.000 euro schadevergoeding want deze reis was voor een condoleance!!! En nu kunnen we er niet heen omdat ons spaargeld erin zit!!!

CK

Cynthia K

1 out of 5 stars
Gate1 has changed for the worse

This was my fourth trip with Gate1, and I was very disappointed with how they handled my reservation this trip. My family’s reservation was linked to mine, as I always do when traveling. They made no effort to book our rooms next to or even close to one another this trip. This was very upsetting. We were often in rooms on different floors, towers, or buildings. Something has changed with Gate1, and I'm very disappointed they had so little regard for our accommodations. I don't think I can trust them again with my family’s vacations.

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All reviews

378 total • Write a review

Showing 291 - 300 of 374 reviews
J
1 out of 5 stars

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.

Date of experience: September 29, 2021

CA
2 out of 5 stars

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.

Date of experience: September 11, 2021

S
5 out of 5 stars

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

Date of experience: September 7, 2021

GG
1 out of 5 stars

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.

Date of experience: August 25, 2021

A

AR

US

1 out of 5 stars

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.

Date of experience: August 19, 2021

AS
2 out of 5 stars

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!

Date of experience: August 18, 2021

DJ
1 out of 5 stars

We have used Gate 1 in the past; this time it's TERRIBLE!

We have used Gate 1 in the past, and were very satisfied, Presently, however, they have no concept of customer service. The Gate1 website wouldn't let us save the excursions or emergency contact information we had selected, so we have called several times. Twice now the recorded message has said "call tomorrow"; when we got through the wait time was 2-1/2 hours and then our call was dropped. It's impossible to straighten out things on their website; we added the excursions we wanted, we saw the amount owed change, but when we checked later the reservations were gone. We have a print-out to confirm this, for what's that worth. WE MUST TALK TO A LIVE COMPETENT AGENT ASAP OR WE WILL HAVE TO CANCEL!!

Date of experience: July 6, 2021

ZK
5 out of 5 stars

5 wonderful trips

I have enjoyed all my trips from being overseas to American State Parks and States in general. The guides are knowledgable and vibrant with energy. The drivers for tour buses are professional for sure. I have always included air on all my trips and have never had a problem. I wrote this review because I remember looking at the reviews before I went with Gate1, and they were awful, but one lady gave a nice review out of 20. Most complaints were about air travel which Gate1 has no control over except the booking which I have not had a problem one. My trip to Turkey was canceled by Gate1 for safety reasons 6 years ago; I had paid in full for trip and air, they gave me back all my money with no problem. That one lady's review has brought me a lot of satisfaction when it comes to traveling. I hope mine does the same for hundreds of others. I am a satisfied Gate1 traveler, Happy Trails!

Date of experience: June 9, 2021

LL
5 out of 5 stars

We have done 13 Tours with Gate One…

We have done 13 Tours with Gate One since 2012! Each and everyone was amazing! Kenya Safari, Israel, Peru, Equator, Morocco, European City Tour, Austria/Innsbruck, Iceland, Scotland, India, China, Thailand, Japan. Booked and rebooked 3 more this year! (2021) We always received what was promised, best Tour Guides, 4-5 Star hotels, great transportations, very affordable prices! Highly recommended!

Date of experience: May 23, 2021

G
1 out of 5 stars

Jinxed from the start

Jinxed from the start. The Gate1 website wouldn't let me save the itinerary I had selected, so I called. The wait time was over one hour for a rep. That person, who genuinely seemed like she wanted to help, experienced a computer system crash while she was trying to make the reservation. Then their system wouldn't at first accept my MasterCard (it took 24 hours). Even the phone system doesn't work correctly: after I was placed on hold, the agent was trying to reconnect with me (Hello? Hello?), but all I could hear was recorded music--until I was (twice) disconnected. Now I am asked to "confirm" my date of birth because it's recorded incorrectly in their records (only off by 51 years!). It'll be a miracle if this works out.

Date of experience: May 18, 2021

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