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.
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 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.
A little late on writing this review! My husband and I had the incredible opportunity to join the 14 Day Classic Greece with Crete & Santorini Tour. It was truly a trip of a lifetime! From the breathtaking ancient ruins to the picturesque islands, every moment of this journey was unforgettable. However, what truly made the experience exceptional was our amazing tour manger, Marianna. From the very start, Marianna was warm, knowledgeable, and extremely organized. She made sure every detail was taken care of, allowing us to simply relax and enjoy the beauty of Greece. She also went above and beyond to accommodate everyone's needs, offering personalized recommendations for dining, shopping, and off-the-beaten-path experiences that we would have never discovered on our own. It felt like we were traveling with a local friend who was eager to share the best of Greece with us. The logistics were seamless, from transportation to accommodations. Marianna handled everything with grace and professionalism, making the tour smooth and enjoyable. Thank you Marianna for making our first trip with Gate1Travel a great experience! I must add that the bus drivers were remarkable, and very skilled in navigating the sometimes very narrow and steep roads of Greece. They were also, a very important part of our trip and added to the pleasure of this awesome tour. Thanks for the smooth ride! Looking forward to many more tours with Gate 1 Travel and would highly recommend booking with Gate 1 Travel!
I just booked a tour with gate 1 for a September safari to Kenya and Tanzania. Their customer service is very bad. If you are new booking, your phone is answered right away, however, as soon as you paid for the trip, it is Impossible to reach them, a phone call’s wait time is 45 minutes, and then you were routed to some remote call center in probably another country with bad connection, where the customer service representative is not knowledgeable and can’t help you with any thing. Very frustrating experience. Will not book with them again in future!
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I had an Central European trip booked for June 2020. I have travelled with Gate1 on 4 previous trips and have been very impressed with the organisation, guides, accommidation and value for money on each of these 3 trips. Due to covid19 the 2020 holiday was cancelled but will definitely be rebooking this trip once their programme starts up agaon.
Date of experience: October 3, 2020
US
I have traveled with Gate 1 several times both on guided and independent trips. My experience has always been positive. I have never encountered a problem or misrepresentation from them. On a guided trip to Croatia and Slovenia, they provided additional meals that were not on the scheduled itinerary when there were some delays due to traffic. All representatives I have dealt with are very professional and helpful. I had a trip booked for Egypt that Gate 1 cancelled due to COVID19. I have a full credit for what I paid to use towards another Gate 1 trip and cannot wait for travel to open up so I can go with Gate 1 again. I highly recommend this company!
Date of experience: September 11, 2020
US
We booked a trip to Peru that included an insurance package. We were supposed to leave yesterday but there are no flights scheduled for the whole week. We were not even notified of the cancellation. We contacted Gate1 yesterday to ask for a refund. We spoke to a supervisor and then to a manager and they both told us that the airline is not refunding money. We booked the trip through Gate1 and they are responsible for their customers. They did not even try to fight on our behalf. Fraud is when a business charges you for a service they do not provide. We will never book through Gate1 again.
Date of experience: August 25, 2020
US
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.
Date of experience: August 13, 2020
I booked a trip with Gate1 Travel to tour Italy in July 2020. I purchased travel insurance. I have been attempting to get a full refund since no travel to Europe is allowed because of COVID-19. The travel insurance company, Arch Insurance, has informed me that I will not get a refund; apparently pandemics are not covered. When I log into my account at Gate1, there is no option for a refund. I paid approximately $1200. but have been told via email from Gate1 that I can only get approximately $200. refunded. Again, when I log into my Gate1 Travel account there is NO REFUND OPTION only cancellation or re-booking. Why is Gate1 Travel keeping my money? They didn't provide the service so a full refund seems reasonable.
Date of experience: July 1, 2020
I should have listened to my cousin and avoided Gate 1 travel. My wife and I booked a Danube River Cruise for October 2020, we each took out travel protection insurance ($329 each = $658). We also had Gate 1 handle the complete package for air travel, hotels and the cruise--thought they would act like any other travel agency--boy were we in for a nasty surprise! When Covid-19 hit we wanted to cancel our trip, primarily because I had recently had open heart surgery plus I would have been 73 years old at the time of our trip I could not risk my life without a treatment option and/or vaccine. I felt certain that the insurance policy we bought via Gate 1 would cover this--they said no it did not cover pandemics even with my extenuating medical and age conditions (in the global High Risk category)--so what does their insurance cover if it doesn't cover something like this? When we talked to them when we were initially booking the trip they said the call was recorded and when asked a question about refund for medical situations they said don't worry you're covered 100%! Also, when we tried to cancel the trip they would only give us supposedly a 75% refund and said we would have to deal with the airlines ourselves--when we talked with the airlines they said since it was a package deal made with Gate 1 that we would have to deal with Gate 1--obviously Gate 1's people didn't have their act together and were definitely not well informed or interested in helping us. Ultimately, after hours on the phone, waiting for email responses we finally were able to get partial reimbursement for our travel expenses, overall we gave Gate 1 almost $4,000 and recovered a little over $2,400 which included much pain and suffering in dealing with these people. Relatives of mine had a similar trip booked with Viking and they recovered 125% since because of Covid-19 Viking had to cancel the cruise--even if Viking has not cancelled they would have provided a 100% refund. Bottom line AVOID GATE 1! BE SAFE! The response is simply not what happened--when we booked with Gate 1 we were under the impression they were handling everything--they are the ones that took all of our money--we never were told to talk to the insurance people or the airline-when I used AAA several years and had a problem, AAA dealt with the insurance company and we got 100% refund. Just read all of the reviews on this terrible Gate 1--wish I had before using them, but our daughter had good luck with them because lucky for her nothing went wrong. If you have to get a high priced lawyer to book with a travel agent and take out insurance that has all kinds of fine print that is never discussed with the customer--that tells you to move quickly on to another travel agency--and please read their reviews before booking--but whatever you do remember to AVOID GATE 1 just like you would COVID-19 and enjoy yourself! Life is too short to deal with people like Gate 1!!!!!!
Date of experience: June 23, 2020
Our agent booked a trip with Gate1 for September of this year, Gate 1 is postponing the trip until 2022. I requested a refund and they charged me a 25% penalty for cancelling. Totally unacceptable!
Date of experience: June 17, 2020
This is a great company for many reasons, but number one for me was when they had to cancel our March trip to Prague due to the virus and they refunded EVERY PENNY to my credit card. I will use them exclusively in the future.
Date of experience: June 8, 2020
Booked a trip to China with Yangtse River Cruise. Trip was great, hotels very good, travel times good schedules, our guide pretty good and very helpful when we missed our flight home because of problem in first airport. Our guide came back to airport and got us to a hotel for the night.Note much good to say about the cruise. Crumby ship, tiny ugly rooms, food not too good.Some was good but few choices, never even one solid meat dish at dinner, all chinese mixed up stuff, one dessert such as jello or pudding-nothing good. No ice cream ever. Food at land hotel meals was pretty good. For the price we made due and maybe use them again for Israel.. Booked about 4 yrs ago.
Date of experience: June 6, 2020
