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Reviews 358
Adriana Orozco
Jun 22,2022I had a spectacular trip to Tuscany, Italy. We were a group of 22 people. When we returned to the United States, 9 people from the travel group, including me, did not get our bags; the airlines don't know where the bags are and when we called Gate1 Travel we didn't get any collaboration either. Gate1 Travel has a commercial relationship with Lufthansa, why do they wash their hands so easily? Perhaps they do not appreciate their customers. I am very disappointed.
Jeffrey Jones
Jun 22,2022This is my first and probably last trip on Gate 1 and I haven't even left yet! Horrible, Horrible, Horrible customer service! Email questions from April haven't been responded to yet! When you call, it can take hours to get through! People you talk to can't resolve even simple issues. Call backs in a week???
Lisa
Jun 21,2022We recently travelled back from Antalya, where we had luggage booked for both the inbound and outbound confirmed by Gate1. Freebird refused to allow our luggage as their system did not show the booked luggage. We requested Gate 1 assistance via their contact page, where our request was automatically closed as Freebird is a budget airline with whom they refuse to negotiate.
Angela Evans
Jun 20,2022I agree with other people on this site about the customer service. I have been on one other trip with Gate 1 and it was great and the customer service was great. I booked a tour in 2018 that we still have not been able to take. It has been cancelled by Gate 1 THREE TIMES. So here we are in 2022, was scheduled to fly out this morning and lo and behold Gate 1 called at 1pm yesterday telling me that my trip was yet again cancelled. No empathy, no solutions, no "I'm Sorry", nothing. I have had to scramble 3 times to reschedule airline flights for 5 people. I have spent hours on the phone with airlines(literally hours), and here we are, years later and still have not taken the trip. It's almost comical. As an advisory, NEVER assume that a Gate 1 trip will actually be a go, and don't have any expectations for their customer service. But the actual trip(once you get there) is very good. It's the company itself that sucks. Do not let the response fool you. This is a company that has cancelled on me at the last minute 3 TIMES for the same trip that I booked in 2018!!!!, each time I had already purchased airline tickets and have spent countless hours on the phone trying to rectify the situation. I want to add that the worst part of the situation is that never once have they apologized, acted like they cared at all and have NEVER tried to help me book another trip or work with me in ANY way. I would steer clear of this company and many like it, because no matter if you cancel or they cancel they will do everything in their power to keep your money and make it as difficult as possible to get it back and their customer "no" service is rude and unhelpful. Go to a smaller company or just do everything yourself is my only advice. These people are just too far removed from being human.
Dan G
Jun 18,2022The POSITIVES - This is our 8th tour with Gate 1 Travel (8 Day Essential Morocco, May 21-28, 2022. Like all our previous tours with Gate 1 Travel, our expectations were met. Our Tour Manager Mohamed, the bus driver Fetah and tour assistant Aziz were all exceptional and helpful. Local tour guides at Fez and Marrakech were very knowledgeble and informative during our optonal tour activities. Hotels in Rabat, Fez, Marrakech and Casablanca were all centrally located enabling you to do further site seeing in your free time after you had arrived in your hotels. The NEGATIVES: 1) On our 2nd full day at our hotels in Barcelo Fez Medina and Novotel Marrakech respectively, housekeeping forgot to give us fresh supply of towels. We both have to call housekeeping and the desk to remind them that towels were not issued at all. 2) On our last breakfast day at Novotel Marrakech, the staff were not at all wearing mask. The worst is that one of the staff delivering baked items were not using a tong to transfer said baked items from his cart to the tray on the table but using his bare hands to do it. VERY UNSANITARY especially when this pandemic is still around us. 3) We had traveled with Gate 1 for the longest time and my wife and I had always been assigned seats together (an aisle and middle seats or window and middle seats at times) but not separately seating on middle sites on different rows. Talking to our fellow Gate 1 Travel passengers departing from JFK on the same flight (AT-201 Royal Air Maroc), a number of couples traveling together too were all separated and assigned middle seats. Why is it like this, is Royal Air Maroc trying to make money from seat change fees if the husband and wife travelers would like to be seated together. Luckily for us on departure day for JFK, we were able to seat together as the return flight (AT-200) was not fully booked at all. Thanks to the RAM agent at Casablanca who granted our request to be seated together.
Russell Καψ Langham Sr.
Jun 16,2022Cannot get any help with reservation 2074195. It's an easy fix but no one will step up and change my flight reservation. Instead they want me to have a 20 hour travel day when others in my group have a direct 10 hr flight. It's ridiculous how callous and indifferent this company is. Worst customer service in HISTORY. Travelers beware.
yuri moiseenko
Jun 13,2022Hi travelers. We did a nice Peruvian 12 days kaleidoscope trip. So happened that at Orlando airport in USA our baggage was delayed and two days were without our comfortable belongings. Our tour manager Mauricio Gomez coped perfectly with the problem and our baggage caught up with us in Cusco after 50 hours delay. Dear Mauricio, will you take our deep gratitude and respect for your care of tourist needs and problem. Mauricio treat tourists as a family, we used to hear from him Coca-Cola and answer Inca-Cola. Gate 1 performed all points of the trip. Definitely we will do other trip with Gate 1. Yuri and Luda, Russian Canadience may 2022
Bradley
Jun 03,2022Horrible travel company. Booked a trip with cancel for any reason insurance. Attempted to cancel 4 mos in advance due to health reasons and took 20 hrs on the phone, completing a application thru an entirely different company, and receiving only 50% of my paid funds. Have attempted to contact customer service by phone and email over 20 times and never received a call back. NEVER AGAIN. There are much better options available
Karen
Jun 03,2022I recently completed my 4th trip with Gate 1 - this time to Guatemala/Tikal. It was an amazing trip as were all my others with Gate 1. Wonderful hotels, top notch tour guide and bus driver and another great group of travelers. I have my 5th trip booked to Thailand in March 2023 and cannot wait!
Daniel Goldberg
May 16,2022I went on a Gate1 tour last year to the Baltic countries and it was a good experience, however, I have another tour scheduled for next month going to Kenya and Tanzania and I have a very bad feeling about this trip because the customer support has been non-existent. I’ve tried calling and get recorded messages to try tomorrow (and it’s 9am), or hold time is over 2 hours and then get disconnected. They have a Contact Us service on their web site which I have tried to use 4 times and no one replies. (You do get an acknowledgment of your e-mail message but no follow up.) Tanzania has a Yellow Fever vaccine requirement and I have had two doctors tell me not to get this shot because of my age. They filled out the International Vaccine card and signed it, but attached a note saying I should not get the shot. No one at Gate1 can tell me if that’s okay or I will get turned away at the border. So here I sit wondering if I am going to spend $10K on a trip and travel 2 days to get there only to get stuck at the Kenya border. When, by luck, a Gate1 agent called to tell my flight had been cancelled and they needed to schedule a new flight I was able to ask my questions, but got no answers, just an e-mail address for the Tanzania consulate. This is supposed to be the trip of a lifetime, but so far it’s just left me feeling anxious.
Jo Callis
May 15,2022Now Gate 1 responds to my poor review with we are giving you a refund, (the credit toward future travel ) is for $3400 I paid 5700 . What a rip off , and I STILL can’t get anyone on the telephone.
Mbe Mbe
May 15,2022The fact the Eagles Nest symbolizes what EVIL Hitler did and what it represents. People do NOT go to the Eagles Nest thinking/knowing the profit goes to charity. But wanting to admire where Hitler lived and did. That’s what Eagles Nest represent. Austrians are still to this day shame that Hitler was born there, as Germans are still in denial about what the Nazis did and how so many people turned their backs on NOT only the Jews, but Educators, Homosexuals, Artist, and so many more. With so much Racist Hate and Violence now days and with ALL that’s going on in America. I think you need to be more aware how it looks. In all my years of Travel, I’ve never met anybody wanting to see the Eagles Nest but wanted to see AUSCHWITZ- BIRKENAU. I’m not into politics but seems like when Madison Cawthorn posted a pic about seeing the Eagles Nest and being PROUD of The FUHRER, it shows how only NAZI Sympathizers, WHITE Supremist, and RACIST people would want to see the Eagles Nest. I’ve been on several tours with Gate 1 (also with many other Major Tour Companies) and most of the people are the tours were White (80%) with Asians (15%) Hispanics (3%) Blacks (1-3%) Ingenious Americans (LESS than 1%). Knowing what kind of people are on these tours makes me FEEL VERY UNCOMFORTABLE thinking that you are ONLY catering to White People and their WANTS. I’m Asian. My Adopted Parents were White, White Siblings, White Community, ALL White Schools except ME within 30 Miles. Having the (White) Education also have taught me what is NOT in the Text Books and HOW White People think. And with you guys having the Eagles Nest as part of your tours tells who you want to please and what kind of people will be going on your tours now.
Dis pleased
May 03,2022Gate 1 Travel. Leaving passengers stranded in Lisbon Portugal with no transfer back to airport that our booking person Lori Johansson didn't include when already on our reservation request...so now we are left you figure it out. GATE 1 TRAVEL GROUP @Gate 1 Travel doesn't offer any thing or her than a hollow apology. The below hollow apology is too little too late. If you REALLY were sorry you would simply fix it!
Gail Howard
Apr 26,2022I wanted to make sure this review of Gate1 and specifically our Travel Manager for the tour, Americo Romainville from Cusco, Peru. I just got back from our Machu Picchu / sacred Valley and Puno trip. Our travel manager was amazing. He was kind, very knowledgeable of Incan history and treated the group of 20 like family. During our stay he had to navigate and think quickly on his feet as a result of the Farmer strikes. He is a complete winner and regardless of anything that was thrown at him mad our trip remarkable. Thank you Gate 1 and specifically Americo Romainville.
Nilda
Apr 08,2022I have been travelling with Gate 1 since 2013 and so far this is the best trip i ever had. This time i was travelling with my husband, 4 classmates and we're all asians in our mid 70's . Thanks to Zouhar our tour manager, the trip was full of memories, fun, smooth and no complaints of arthritis pain from anyone. Zouhar give us an in depth description of beautiful Morocco,it's history, culture, food and friendly hospitable people esp. his tribe ,the Berbers. One incident i can give credit Zouhair for is his problem solving skill. I was not feeling well on our 11th day in Marakesh so i ask my husband to knock on his hotel room . In an instant he was in our room so i ask him to find me a technician to do a covid test as i can not take chances for inspite of my covid booster shots and previous negative tests we were roaming around without mask and the places we went to were crowded and maskless. Within minutes an ER doctor arrive in our room, did the test(thank God } the result was negative. My temp. is ok, but my blood pressure was too high, so he advise me to just rest and stay hydrated. We are all retired nurses except my husband so we are ready for emergencies,but not when the patient is a love one. I took my blood pressure pill and decided to stay in my room while the group went to Querika valley for the optional tour, and Zouhair did a video of the tour for me. We are now back in the U.S to difft. states and one from Canada but we can not stop talking about this memorable tour. Thanks Zouhair, for a job well done and Gate 1 for making me see the best of the world for less.
Amelia Chan
Apr 07,2022I booked a trip with Gate 1 Travel to Brazil, Argentina and Chile with flight included on 11/25/2021 for 2 people. I selected the American Airlines flights which Gate 1 supposedly booked on my behalf. Today I called Gate 1 to confirm that seat arrangements were made for these flights and while the rep was trying to book seats, she discovered that the flights were canceled. I was never informed about this cancellation and was told by the rep that Gate 1 was not informed by American Airline and offered to put me on a different flight with Copa airlines, which I refused to accept because I am not comfortable traveling with this airline due to the bad reviews. I called American Airlines and was told that these flights were canceled because AA sent a note to Gate 1 informing them that (this ticket will be canceled if not ticketed by 04/02) and Gate 1 did not ticket it so AA canceled the tickets. First of all, I booked this trip 5 months in advance to make sure that everything will be handled in a timely manner. When I called back Gate 1 to inform them of what AA told me they said I have to wait for a manager to call me back to resolve this, because one was not available at the time and again I was offered another flight on Latam leaving 1 one day earlier which is an inconvenience as I would have to take another day off from work and book an extra night at a hotel. The flights that I was supposed to be on are still available with American Airlines and I would like Gate 1 to make arrangements to put me back. This is not a matter of my flight schedule changing. Gate 1 failed to book me on the flight that I requested when I booked my trip. I now do not have any flights for my trip that leaves in 2 weeks. I did not speak to a supervisor or manager at any point. I have been calling for 2 days now to speak to a supervisor or a manager. Every rep that speaks to me when I call the main line informs me that they cannot help me, only a supervisor can assist me and that all they can do is escalate my call to speak to a manger. Just today i was placed on hold for over 2 hours. Please have someone call me, my trip is in 2 weeks. I have used Gate 1 for many of my trips but this experience is very disappointing.
Shopper
Apr 05,2022I was trying to contact them on the phone to get the bank details to pay by electronic transfer, and they kept on giving me an automated response!. I thne tried to call them and was told that I would need to hold for 3 hours on an international call! They also then said if I rang off, I would be called back on the number I was using. Half a day later, i'm still waiting. Awful service! I would rather I was told the truth then a lie! If I could give zero, rather than 1 star, I would.
Nick Landau
Apr 05,2022(1) Sent multiple emails over the course of 2 weeks to Gate 1 to find out how to pay them only to get a form reply each time which was no help whatsoever. Finally got to payment deadline day only to find out that I had to wait 3 hours on the an international call to get through. I think I should just cancel my trip. (2) Saw your reply. Unfortunately I had to book my trip as we were travelling with relatives who had just booked. Given that no one in customer services actually wants to engage with customers when we use your site to try to communicate, then I shall certainly be taking it up with your reps when we start the actual trip.
Linda Borneman
Mar 29,2022I loved my trip to Turkey.Weathet was cold but not their fault.Our guide Dilike was amazing more like outstanding.
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Kimberlee Blocker
Jun 27,2022UPDATE: I had a manager reach out to resolve the issue. They said they would cancel the trip and issue a full refund. I check the mail and it's only HALF the amount. Where is my money?! Just when I thought about giving them another chance this is a sign to not to. I won't stop until I get my FULL refund. Do better Gate 1. I am extremely disappointed with Gate 1 travel. This is my first and last time booking with this company. I bought a Groupon that included flight and stay for Cartagena from Gate 1. At the time of booking there were so many additional fees that they were trying to up sale me on. Eventually I was able to get exactly what I paid for. However, today I get an email from JetBlue saying my flight has been canceled. They instructed me to reach out to Gate 1 travel. So I reached out to Gate 1 and they told me my only options were a credit towards another trip or to pay $500 PER PERSON to be switched to another flight!!! What?! This is an issue completely out of my control. As a company why do you feel this is acceptable and the only options? Why am I being penalized? I’m not getting my money back and possibly won’t be able to make this trip. I can not believe this is happening and Gate 1 is so lax about a solution. I am absolutely livid and so disappointed in how this “company” decides to handle their business and they have zero concern for the consumer once they have their money.