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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.
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.
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. Iโve had positive experiences with Gate 1 for 10 years. The quality of the packages offered and customer support deserve recognition
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!!!
This was my fourth trip with Gate1, and I was very disappointed with how they handled my reservation this trip. My familyโs 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 familyโs vacations.
Booked a tour to England fall of 2019. No one met us at the plane on arrival. They used a substitute tour guide who knew nothing and used short films in the bus as information. He didn't count us and left people behind. Quality of hotels awful. Took us to the airport which was a 20 minute ride at 1am when our flight was 10am. When we complained we got $100. off our next tour. Who would tour with them again? Horrible.
Took the Danube River Cruise with Gate1Travel. Our itinerary kept us going from morning til night, and even though the sites and sounds were exceptional, the guides hired by Gate1Travel were pathetic.
I consider my self a fairly well traveled individual with having visited over 70 countries. However, Gate1Travel guides were very ill prepared, took our group around in circles, and expected tips for their incompetence. Someone may respond by saying that there is always a possibility of having an inept tour guide. My response, โNOT TRUEโ! The majority of Gate 1โs guides were BAD!
On several occasions we missed out on seeing important UNESCO sites which were within minutes of our tour group. Rather, we were informed by our guide to sit and rest for about an hour before we would resume our tour. The site, previously referenced to, was never brought to our attention. We could have very easily walked to the site on our own and taken the hour to visit the historical site. Instead, we were told to stay put and donโt go anywhere.
Even though you receive a big bang for your buck, I have deep reservations as to whether I would take another Gate1Travel trip.
I have used Gate 1 many times in the past, but over the last year they have lost complete focus on customer service. Most companies go out of their way to retain repeat customers recognizing that they are the foundation of your businesses success. Loyalty is a two way street! When you make a mistake you own it and make it right. That is what world class businesses do! Despite me providing a screen shot of what I was trying to book, they have refused to honor the rate and informed that the price has increased.
"We appreciate your past business and loyalty to Gate 1 Travel. Weโre sorry to hear of any difficulty you encountered when booking a trip online. I will forward the issue to my technology team for investigation and remedy.
Today we are experiencing incredibly high call volume due to interest in promotions that expire this evening and tomorrow. For customer convenience, we now have a callback feature which allows customers to opt to keep their place in queue and have an agent call them back, just as if they had waited on the line. I have given your contact information to an agent who will call you.
Thank you for your patience and understanding,"
Mark Kastner
VP Reservations
GATE 1 TRAVEL
215 572 7676 ext 1521
To be clear based upon the Gate 1 response, they did contact me, and they were willing to book the same tour and date. IF I WOULD PAY ALMOST $500 MORE FOR THE TRIP. Not exactly an equitable response.
Our trip was cancelled last year and we had already booked our airline with Gate 1. We've been waiting 6 months for our refund. I've dealt with Gate 1 in the past and had been happy with the experience. I'm very disappointed that it has taken 6 months to receive a refund for this trip and I'm sure I will think very hard before booking with them in the future.
Edit-
The trip was for Jerusalem and was booked in November 27, 2019. The reservation ends in ###7972. I will reply in the contact us but have reached out probably a dozen times already.
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!!!!
All 6 of our trips with Gate 1 over the last 4 years were absolutely excellent! My husband and I have been to Turkey, Ecuador, Peru, Vietnam, Thailand, and Morocco on Gate 1 tours and they were all thoroughly enjoyable, educational, and were great deals. Since we are budget minded, we only book trips when Gate 1 has a deal on a place we want to go, and during each trip we were amazed of how much we saw, the great hotels we stayed at, and the incredible knowledge of the local Gate 1 tourist guide. We will absolutely keep using this company and we are looking forward to using our credit from last year's cancelled Egypt trip toward Egypt next year. Highly recommend!
My trip to Greece was cancelled by Gate 1 and British Airways due to COVID 19 more then a year ago . I still have to receive the check with the money from the airline ticket witch was refunded to Gate 1 according to British Airways I'm still waiting for the check to arrive after filling a complaint with BBB. Please to not book any trips with Gate 1 They are not truthful and fool you around yet using your money . Stay away from them !!
Excellent company. We have travelled with them 6 times and have been very happy. The guides are happy to deal with any problems that arise and even respond to "special requests". They found us a pharmacy in India, got emergency medical treatment in South Africa, arranged a special rug trip for us in Nepal, and arranged a stopover and hotels in Istanbul when we went to Jordon and Israel with them. Excellent hotels. Good value and the best service imaginable.
5 wonderful trips with this company and never disappointed. Hotels 3 and 4 stars and Athens 5 star (view of Acropolis from lounge). Guides were so helpful and knowledgeable. Best value.
I, too, am writing because I cannot believe all of these bad reviews! I donโt doubt these happened to people but I just wanted to put my two cents worth in! We have travelled four times with Gate One and all have been exceptional. The guides have been informative, the hotels excellent and I consider this company to be a great value for the money. Two of our trips were cancelled last year, one five days before leaving for Costa Rica and a Danube Cruise later in the year. We never even asked for a refund on either because we knew we would be doing both when we could. We have since rebooked the Costa Rica trip for December of this year but were not thrilled with prices for the airline we had originally booked with. The airline was in the process of issuing a refund to them for the cancelled flights and they then sent us our refund. We can now look for better fares.
We have also rebooked our Danube trip for May 2022 and as we just let them keep our deposit from the original trip, it was applied to our new trip. I have looked into other tour companies and just don't see where they are worth the money compared to the value we have received in the past. I am sorry all of these people had trouble getting money back but this pandemic threw everyone and I think they are doing the best they can. It is hard to get through to them on the phone; I was on hold for almost an hour two weeks ago but as things open up, I think that will get better also. We were lucky as our airline did not have a cancellation fee due to the pandemic. My husband and I always travel with five other couples and we will always consider Gate One for our travel.
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