Gate 1 Travel
Reviews and Complaints

Most disorganized tour We have ever been on! Guide was not in control of tour goers- I think there was 38 people in total, mainly older group.

Hotels had bathtubs that you couldn’t get in or out of and no bars on walls to help. Food at hotels was nothing to write home about & final dinner had one meat option & one roll, no dessert and even though you could have 2 beers, you could not get a coffee because it was locked up!

First night dinner ran late, chicken inedible & rice not cooked.

Tour leader did not know routes or where to stop got a bus bathroom break. Tours were like a forced march through the dark & we came to see Christmas markets & shops- not a spiel of history.

To make matters worse, we have spent an extra week guaranteeing in Berlin due to Covid! Several people on bus were coughing & hacking but tour leader never asked for them to wear a mask then they threw dirty tissues on the ground. No room to move because several people said they paid for “single” seats.

Not our first time traveling but definitely my last with this organization- absolutely a ruined vacation & Christmas we were so looking forward to.

I do wonder how many others came down with Covid from this Gate way to hell!

November 7, 2022 date of incident

We arrived in Madrid and Mary Jacobs and Pat Davis did not have a ticket to fly to New York. We all booked together. The other two travelers, Kathy Agee and Nancy Wingenbach had tickets. We contacted our tour guide, Catia and she responded that we all were listed in her system.

Pat and Mary had to purchase another ticket for the total of 1,485.46 each.

We both need a check for that amount.

So far we have NOT had a response from you all.

Very frustrated,

Pat and Mary

I booked the trip from Chicago to UK with Gate 1 travel on 5/12/22 as a reward for my graduation. I paid $3859.25 for the whole package including airline ticket (Chicago to London), hotels and other additional activities. Since then, I received several emails from Gate 1 informing me everything was confirmed. In early June (less than 1 month before departure), I logged onto Gate 1 site to check all the items included in the itinerary, and I found a credit of $1300 posted on my account. I called customer service and was told “everything’s alright, just some final details need to be finalized, then you are good to go.” Several days later, the $1300 credit was still there and Gate 1 kept sending me pre departure documentations in the meantime. Absolutely nothing suggested that things went wrong with my trip. However, I still decided to call the customer service to double check. This time was a different representative, who informed me that, hotels and everything else were confirmed and paid. However, they DID NOT BOOK MY AIR TICKET from Chicago to London. That’s where the $1300 credit was from! They suggested me to either buy a ticket myself, or just cancel the trip. At that time, it was only 2 weeks from the departure, the international flight ticket was over 5000 dollars. Apparently I could not afford that. They then told me the only option I had was to cancel the trip and get 10% of refund (which is only $255.92) because the cancellation occurred within 1 month from the departure. So I requested a full refund, which they rejected. From the time I booked the trip till the moment I had to cancel my trip, no one ever called me informing me that they did not book the airline ticket. Even when I called them to specially inquire that $1300 credit, they told me everything looked fine. If they had told me that over 1 month prior to the departure, I could get more refund. THIS IS TOTALLY GATE 1’s fault but they refused to refund the remaining $2303.33. They took that money from me and I was not able to go anywhere for my graduation trip. I have phone recording with their customer service, which was horrible. They kept telling me the manager/supervisor would call me back, but they never did. Gate 1 is totally horrible! Totally unorganized! Totally irresponsible for their customers. This was the worst experience ever!

Our trip to the Canadian Rockies did not go as planned. Air Canada rescheduled our flights constantly before and during our trip. At the last minute, our flight was canceled and we could make no phone contact with Air Canada. Gate 1 had not been notified of any changes.

We ended up leaving 12 hours later and spent 9 1/2 hours in the Vancouver airport. We arrived in Edmonton at noon the following day! We missed one night in our hotel room, breakfast, lunch, and the day's tour.

We payed $418 for Arch Insurance. I spent 2 weeks after our return fighting for compensation from all involved. Our luggage was returned 18 days after arriving home. Our return trip was a disaster, delayed about 8 hours which was spent between our hotel lobby and the airport. We had 3 stopovers between Calgary and Chicago, the last one was a red eye. We arrived home a day later!

Air Canada only refunded our seats, they took no responsibility for anything else including the lost luggage!

Arch Insurance finally closed our case October 4th, 3 months after filing.

We received a total of $286.40 for missing 1 1/2 days of our tour. We payed $440 per day excl. insurance, options, and flight supplement. I expected more, but considering the other complaints, maybe not horrible. I question the value of paying $418 for insurance which ends up being one big argument.

Gate1 Travel Reservation Number: 2280043, for Latin America that was schedule to start on 12/7/2022, from Miami and end on 12/25/2022:

On Gate1Travel cancelled this Tour and promised a FULL refund; here under is a part of their email that I copied and pasted:

Arch Insurance Solutions

Executive Plaza IV

11350 McCormick Road, Suite 102

Hunt Valley, MD 21031

Fax: [protected]

Phone: [protected]

E-mail: [protected]@archinsurancesolutions.com

Website: https://claims.archinsurancesolutions.com/

I am still waiting for the REFUND.

A guest in our group started coughing badly on the second and third day of the tour. The tour manager is supposed to do rotation everyday. This guest with bad cough sat behind us for two days. We raised our concern to the tour manager. He brushed us off saying he is not contagious though we wore masks and personal sensitized. At the end, quite a few people started coughing. Quite a few people I know of in this tour group got Covid. In the future, can the tour manager asked people coughing to take a Covid test and wear mask rather than getting so many people sick. I had such bad experience on this trip, don’t know if I ever travel with gate 1 again

Rolled liggage out of the room in good condition the morning of Day 5 of our tour at the Casa del Suizo as we were departing to Papallacta. I saw that piece of luggage at hot Springs around noon as I got my swimming trunks from the luggage which the driver got and put back in the bus

It was in good condition Got luggage from the bus at the Airport that afternoon and one wheel broken off and the other one getting ready to come off. Informed Mario (Bus Driver) and he said that he received that piece of luggage damaged that morning. I asked for the broken piece and he did not have it (he said) At that time we got our boarding pass and I decided to let the tour guide know when we arrived in Peru which I did. Always only had one tour guide and didn’t know that I should have reported it in Ecuador. Called the Tour manager for Gate One in Ecuador, text message to Giovanna, and talked to our tour guide in Peru who told me to call customer service.

Piece of lugga

Ge was in good condition that morning and damaged when I retrieved it that afternoon. It was either Casa del Suizo or Mario yhe nus driver who damaged my luggage and I want it replaced,

We had tickets from Barcelona to Vancouver, Canada. We got an email from gate1 that the airline canceled the flight and we can choose to refund the money. We chose to get refund but they didn’t respond our emails and seems like they are ignoring us. They don’t have phone number and the only way to contact them is by email. we’re trying to contact them by numerous emails but they don’t answer us. It’s been more than a month and still we didn’t get our money back. This travel agency is he worth one that I ever have experienced.

The trip was for greece and 4 day cruise we hadto cancel due to both my wife and I got sick with covid we had also taken out insurance and cost with insurance is 4,000 for both we are receiving $1006.59 and have a $1700.00 CREDIT to use on swiss air which Gate 1 is not using now why if I took out insurance not getting the total amount of trip including airfare have been on phone for hours to no avail

Reservation # 1943175 was cancelled by Gate 1 in 2020. We received back a portion of the trip but were not refunded $4306 owed to us by Gate 1 through Avianca Airlines. We spoke with C'Eria Hardy a Customer Service Rep on June 25, 2022 to find out what the hold up was. In addition to the Air Fare refund we were suppose to get a $796 Credit for the Travel Insurance we purchased through Gate 1. She was suppose to get back to us. We have emailed her several times and left her voice messages to find out the status of our refunds. We have not heard back from her and have no other options but to seek out your Legal Counsel through our Attorney to resolve the matter. In the past we have enjoyed our many trips with Gate 1 but not receiving a full refund for a trip that Gate 1 cancelled is unacceptable and we have no choice but to use all the Legal remedies available to us to obtain our refund. As an aside we were on hold with Gate for 2:47 waiting for Representative in the refund department to pick up and decided to hang up!

Thank you in advance,

Judy Kopman-Fried

[protected]

Gate1Travel organizes good and affordable trips. Customer service is very nice and easy to reach, when you are buying your tour. Everything goes well until you have unexpected travel charges. This is where customer service is very difficult to reach and once you reach them, they are completely unhelpful. Our flight to Spain on 7/25/22 was cancelled. It was extremely difficult to change our flight and get to Spain because flight was booked through Gate1 and Gate1 does not want to help and airline company does not want to deal with you because you are not the one who booked the trip. On the way back United Airlines canceled part of our flight from Newark to Savannah on 8/6/22. United returned money to Gate1 and Gate1 does not want to give money back to us. I spoke with 3 different agents. All of them provided different answers. Last agent said that they simple don't deal with "completed trips" and there is nobody to talk to and I should write an email, which I did and I still did not hear from them. This is my money for the flight I did not have!

Before, to cancel a booking 3 months prior to the departure time is free. In March, I have learned for some listed countries, such as India, Nepal, Russia..., it will cost $50 per person to cancel a booked tour. Now the policy has changed again. It will cost $300 to cancel for some listed countries. It will cost at least $200 to cancel a booking.

Be careful when you do booking with this travel company!

Very Frustrating finally spoke with Gate 1 Supervisor and zero solution as of yet. Trip to India and Nepal with all the bells and whistles! Can’t use the cancel for any reason because the flight will be forfeited and it was booked through Gate 1. I’m willing to rebook and pay the fees to do so. Was told I must use the bought insurance in order receive any money back and will lose deposit of at least $600.00 either way. I’m 8 weeks from departure and that seems to not matter. Not willing to work with me in any way shape or form. Contact insurance period. The lack of professionalism, urgency, and genuine good will was unbelievable. I thought Gate 1 was First class all the way how wrong I was! When I asked the Supervisor about India and Nepal her response was don’t ever want to go there. WOW this is who you have supervising? Reservations#. 2170198

Called again today they have a 2 hour and 22 minute hold time and I will see if I’m called back! Received call back 3 1/2 hours later asked to speak to a Supervisor was told they will call back today or tomorrow. Zero sense of urgency zero resolution. When I booked our trip zero hold time and happy to assist. Issues are not resolved at this point, I am completely blown away! Not at all what I have heard this Company is all about!

8/2/22

Trying to book flight on my upcoming Alaska trip in 2023. Instant purchase tickets --tried to pay ticket and supplement. Would not accepted my bank account payment. Called customer service, he said I have to purchase travel Insurance through Gate One Travel which was $256 per person. I told him I did purchase my own travel Insurance and I can send them a copy. This was not acceptable and I had to buy their Travel Insurance.

No where on their sight does it say Travel Insurance has to be bought.

Its does say they highly recommend.

I feel this is illegal and a high pressure sales tactic.

We purchased our trip on July 1, 2022, with travel agency, however at time she said we only needed to be tested 72hrs prior to departing. when we received our agreement, they said fully vaccinated. We did not sign agreement. We purchased insurance and pd in full. We tried to cancel but was told we could not get full payment back. They would give partial credit and refund half. it has been 3 weeks and still haven/t received any credit.

Next my partner had to have heart Cath erization and don't feel safe about traveling in September or anytime,

We want full refund of trip plus flight, travel, and insurance . i am not interested in filling out forms to cancel. If we are not taken care of I will take this matter to our Attorney General. Enough is enough.

We will never buy a package with Gate 1 again.

We paid just over $1000 for a four-day package to Colombia. The airline emailed saying that the return flight had been rescheduled and was now leaving a day earlier. Our four-day trip was now just three days.

We called Gate 1 to cancel the trip. They said we would have to forfeit 50%. This seemed unreasonable, but after much arguing, we accepted it. They then sent an email with a link where I could look at my reservation. It appears we will get only $179.40 back. How is this half of over a $1000?!

I am trying to contact them again, but the wait time is several hours.

I wish I had read the reviews beforehand.

I made a $409.0 deposit for a trip with Gate 1, on May 22nd, 2022. On Jul1st, I decided to cancel the reservation and asked the gate 1 representative to transfer the $400.00 deposit into another existing reservation. I was informed that I had to pay $100.00 to cancel the reservation. I asked the representative, when was the effective date on this policy because I had transferred two deposits from one reservation to another with no penalty. I was advised May 1st. I read their cancelation policy abd I couldn't find any such policy.

As a loyal customer I was taking back by the charge. After I am done with my trips, I will not use Gate 1 again and I will notify all the friends I have recommended Gate 1 as their travel company, to make they are aware of the hidden ways for the company to take your money.

I am extremely n thoroughly disappointed with Gate 1 travel on my Ecuador 2022 June 22-28 trip!

I bought a 7 days express Galápagos tour which the itinerary sucked in the first place with hardly any rest, I’ve told them whoever plans such useless itineraries shd have their brains checked in the first place!

Well that included flight and stay from Gate 1. And so many additional fees they slap u on with any modifications ! However, due to ongoing riots n protests going on Ecuador for last 2 weeks I’ve been emailing them saying is the tour still active? Until the eve of the tour it was on , n then they decided to cancel the tour on us! I get a call from Gate1 saying my tour has been canceled due to political n civil unrest! Not safe to go at this time!

So Gate 1 told me my only options were a future credit towards another trip or to pay $250 PER PERSON to get a refund! What?! This is an issue completely out of my control. AA927 had a flight delay over 11 hrs and ultimately this flight got cancelled!

When I call AA I was told any flight over 4 hrs delay you are entitled to full refund! This tour n then flight was delayed n cancelled both beyond my control so Im entitled to a full refund!

But becos I booked thru gate 1 I was told to reach out to them ! It’s 3 of us going n they charging me airline penalty of 750.00

As a company why do you feel this is acceptable and the only options? Why am I being penalized? When things are ultimately beyond my control here!

I’m not getting my money back and possibly won’t be able to make this trip anytime soon! They take your money n scam you n being bounce back n forth with gate 1!

I’ve taken 6-7 trips with them n No loyalty whatsoever to work on getting a solution ! I can not believe this is happening and Gate 1 is so lax about a solution. Their reservation agent Oscar messed it up and without my consent did the refund n now I’m hit with 750 penalty now! When I asked him his extension he says he doesn’t have one! I asked his last name he wouldn’t give it! I asked to speak to a mgr n no one has called back as yet! This company is in to take your money n won’t give u back your own money without additional fees! Very pathetic !

I am absolutely soooo disappointed in how this “company” decides to handle their business and they have zero concern for the consumer once they have their money. I’m going to be bringing this up to the attorney general n let them see how they n AA airlines playing games n ready to scam people out there!

We canceled our Trip on March 3rd. More than 30 days prior to the trip, and we had paid the Travel Protection with Cancel For Any Reason (CFAR) for Tours from $2001-$3000

Even after proving medical reasons that made one of the travelers lo longer able to go.

Even after paying $627.00 for an insurance that says we can cancel for any reason.

They keep delaying and keep saying are investigating reasons and to this date don't respond anything to our refund.

Can anyone help me?

Milena Valle

Dear Gate 1 Travel,

I have an issue and am asking for an adjustment to help alleviate the problem. Specifically, I am talking about Reservation 1959887.

Last Monday (June 13), my friend, William Weber, and I were to begin a tour of the northern Midwest including Mt Rushmore, Grand Tetons, and Yellowstone, ending in Salt Lake City.

Earlier this month (June5- 6) Mr. Weber was infected with Covid virus. His doctor’s office said since he’d been feeling well and was non-infectious, he was safe to travel by Saturday, June 11. Since our tour started Monday and we had his physician’s clearance, we proceeded with our travel plans.

We also looked at the CDC guidelines and found the same information concerning isolation and infectivity.

As I am 76 years old, I decided, given my age, I would be more comfortable if I had my own sleeping and bathrooms for the first few nights as extra precaution. I called your company to ask to rent a separate room for the first nights and was told that it would not be possible for Gate 1 to arrange. I must say a phone call to the Rushmore Hotel did not seem too much to ask.

Please note my phone call to Gate 1 was on Thursday evening.

After his flight to Rapid City, Mr. Weber received a phone call from Gate 1 on Monday asking how he was feeling. He responded he felt well. At the 7pm Introductory Meeting our guide said the company may have an issue with Bill’s participation and asked him to take a home Covid test. The test was positive. As you may know, the CDC website says people who have had Covid may test positive for 3 months after being infected. In addition, the positive test in this instance does not indicate infectivity. The tour leader then notified him he could not travel on the tour.

This is disappointing!

Since your company had concerns about tour safety why wasn’t Mr. Weber contacted on the previous Friday or Saturday or Sunday? Again, I called about an extra room on Thursday. Mr. Weber and I wasted $900 on airfare? I can’t help but feel your company let Mr. Weber and me down by not acting sooner if Gate 1 had a concern about his participation. The way this matter was handled does not seem fair or appropriate.

I believe the reasonable thing to do would be for Gate 1 to issue a voucher to Mr. Weber for a future tour and reimbursement of his airline ticket expense.

William Weber and I traveled to Egypt with your company in February 2020. Further, Mr. Weber toured with Gate 1 to Brice, Zion, and Grand Canyons in April of 2018. We would like to travel again with Gate 1, however this experience has tarnished that desire. I would be happy to speak further about this issue over the phone. My number is [protected].

Sincerely,

Rodger Suchman