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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It has been about 7.5 years since I traveled with Gate 1 Travel. In the past, customer service was exceptionally great! Now I am appauded with the unprofessional and uncaring “attitude” demonstrated by Supervisors. What I surmised by the comments expressed is that it is my problem so do not bother me. Sure, I acknowledge that life is imperfect. However, where does empathy and compassion come into the professional world? When a customer states a concern and requests assistance, it soothes the complexion of the customer’s experience by possibly using statements such as “ I know you are stressed about the matter. Sorry that you are having to deal with this matter 8 days before departure. I will try to contact another person who can better help you.” These Supervisors present to be bothered by having to listen to my complaint and concern. They do not care if I am unable to go on my trip. Despite being advised that someone will call me today, I doubt that I will hear from someone. I was informed to contact them via Contact Us email. Well, I have tried that before but I only get a response 50% of the time. Then there are the representatives in the Philippines who do not know what they are doing. I end up calling back Gate 1 Travel and request to talk with a Supervisor. When I ask for the name of a person in management in order to write a letter about how Gate 1 Travel personnel has diminished the quality of service, not one Gate 1 employee will disclose the name of a professional in upper management. I find that odd.
Date of experience: December 1, 2023
US
One star is way too many. I got a return ticket and wanted to change outbound one. Gate1 was nowhere to be found and there was no way of changing the flight. So I bought a new one on that day and did I no show on the old one. Surprise suprise happened when I tried to fly back. Was told at the airport that the agent froze the ticket bc I didnt show up on the outbound. Whats most ridiculous about it that they never notified me about it!!!! And as per my airline app nothing looked like there was anything wrong with my flight. Airline couldnt do anything about it and as a result I had to buy a new flight :)
Date of experience: November 21, 2023
I already wrote a couple of bad reviews during my last trip to Mexico with Gate 1 Discovery Tours—my aunt and her husband from Texas is currently doing the very same 13 Day Mexico Mayan and Aztec Illumination Tour two weeks after we did ours, and it was just confirmed based on the same Xochimilco tour that they took on their first day that alcoholic beverages and Mariachi Band was included in Gate 1 Budget during the boat tour but our tour manager and guide, MANUEL JURADO, decided it would be better for him to pocket the money that was supposed to be spent on our group to make our discovery tour with Gate 1 experience more enjoyable and memorable! This was based on the photographs provided by my aunt and uncle! Furthermore, I was just informed that water, coffee and tea were provided during lunch and dinner aside from one alcoholic beverages or juices. The very bad experience we had on our most recent trip to Mexico was because of the third party tour company and tour manager that Gate 1 employed—for a big company like Gate 1, offering travels all over the world, this Mexico trip being our 9th with them, I expected more! The tour manager’s actions is a reflection of how bad Gate 1 was with regards to their travel quality control. They should check each hotels, restaurants, foods, and activities before going to any third party tour companies!
Date of experience: November 19, 2023
Christopher Musyoka was an outstanding tour guide, who went the extra mile for us. We saw all the animals we wanted to see. He was always concerned for our safety and comfort. The accommodations were outstanding! I only wish he would have been accessible during our stay the Ark! Thank you again, Gate 1, for a wonderful experience!
Date of experience: November 13, 2023
Our first trips with Gate 1 were great. The tour guides really took care of us and we didn't spend excessive time on the bus. Our latest tour to Greece was awful. The tour director did not communicate well. Telling us we would have a free lunch - when she meant to say we would be free for lunch on our own. We found out after we had to pay for the meal. Our hotel in Mykonos had a large pool of water in the bathroom. It was coming from the room above and there was black mold on the ceiling. It was reported (twice) and the solution was to give us more towels to place on the floor. Nobody seemed to care about the mold. One hotel didn't have hot water for the showers. This was reported to the front desk and the tour director. Writing to Gate 1 did no good. They send their generic "thank you for your input" email and nothing gets done - even when you ask them to call you. I assume they have changed management since our first trips and no longer care about the travelers as long as they get their money. Finally got a response from Gate1. The hotel with cold showers said it was never reported. The hotel with the mold and wet floor said they offered to move us to a different room. That never happened - they gave us lots of towels to soak up the water. Gate1 offered us $100 off of our next trip. Gate 1 replied with another "customer service will contact you" message. To date that has not happened. Horrible company and horrible customer service!!
Date of experience: November 12, 2023
Just finished an amazing safari in Kenya with Gate 1.This tour was so special due to our Tour Director Christopher Musyoka .He was professional, knowledgeable and very organized with a great sense of humor. He went above and beyond as a Tour guide ( Gate 1 is so lucky to have him). Diane S
Date of experience: November 12, 2023
Thereza, our tour guide on Gate One's trip from Mainz, Germany to Venice, Austria November 2023 was extremely accommodating. She was punctual while caring for specific needs of some 40 people for 10 days. She was very knowledgeable of the 5 countries that we toured and surprised us continually with gifts; nice hotels; meals and even music that we all sang along with as we traveled. She was fun and we'd recommend her highly for a trip with Gate One travels in your future!!!
Date of experience: November 10, 2023
We have taken six tours with Gate 1 and have never been disappointed! Unfortunately, I think people tend to come onto review sites when they are frustrated. However, having read some of the reviews, people blame Gate 1 for their own mistakes--eg. Not taking out insurance and then expecting the company to reimburse them. We have always been very happy with the hotels, tour guides and the excursions! Heading away with them in a couple more months again!
Date of experience: November 10, 2023
My wife and I are supposed to leave to Fiji in Australia on Thanksgiving 2023 but the Australian government has not granted my visa yet. And gate one will not give me a credit they just keep telling me to get a hold of the Australian home affairs which I have and they just said I have to wait even if it takes longer than when I have to go on my trip. And gate one just told me since the trip's already paid for there's nothing they can do. So basically since they already have my money I'm screwed! And I did not buy their insurance because I've never had to buy insurance before. That's my fault but for them not to even to offer me a credit that I can prove that I do not have a Visa is ridiculous and they also said since I don't got a visa for Australia and Fiji is part of the trip that I cannot even go to Fiji which is BS. I paid for fiji and it doesn't require a visa I think this is totally wrong just giving you fair warning right now gate one's customer service sucks. Well as of 11/14 this is an update about my review with gate 1 .I was working with a customer service supervisor named Dennis and we've been waiting and waiting to see if Australia would get back to me and my visa they haven't My wife is in healthcare so she just can't leave her patients, so we officially had to cancel today and that's what he helped me do he helped me cancel he said the internet division will reach out to me and my response to get a credit if they do anything at all, But yet no one has reached out to me to offer me a credit I will keep everybody updated on gate 1's customer service and what you can expect. And mind you my wife has gone to Africa we've gone to Costa Rica she's gone to Ecuador and she has gone to Vietnam and not sure quite how many other places. So it isn't like we're not repeat customers but are we going to continue to be a repeat customer I guess it will all depend on how they treat us when we actually need them?
Date of experience: November 9, 2023
