ComplaintsforGate 1 Travel

• Initial Complaint

  06/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  April 13-25th my mother and I went on a tour through Gate 1 travel to Italy. While we we on a tour in Florance, the tour guide took us to a jewelry shop were we were given a short seminar and talk about their products and than told we would receive a special offer if we bought through them because we were with Gate 1 travel. My mother and I purchased 1 piece of jewelry each. We were than informed the discount came in the form of a tax refund. I was skeptical and questioned the sales person several times but was reassured it was very easy and if I had any problems I could contact an email that was provided. We followed the directions as written and stated but were unable to complete them and drop off to customs due to our flight from Naples to Munich being late and we literally had to run from one flight to the other. We were also told (by the flight attendant) that the flights between these 2 destinations were often late due to weather issues. Upon my arrival back to the US I contacted the email provided three times with no response. I than contacted Gate 1 and were told there was nothing they can do about it. I feel like this is a fraud skeem and would like it to be investigated. My mom and I are out about 300 dollars and I am sure we were not the 1st travelers to experience this problem. Thank you for your time.*************************

  Business response

  06/26/2023

  Re Gate 1 Reservation *******/*******

  Thank you for your request for information regarding the above referenced matter.

  The issue the customer is referring to is not with the purchase price if the item, but with the VAT and Tax Refund Offices.  The paperwork referred to is required for submission in order to receive VAT benefit refund for non-EU visitors.  
  

  Our local Italy office is trying to find a way to retroactively apply for the VAT refund and we will advise once we have any response from them.
  

  Respectfully,***********************

  Senior Vice President

  Customer response

  06/27/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is partially satisfactory to me. If the tax office is not able to refund me my discount than Gate 1 should be responsible.  As well as, I would like this "discount" that it is being marketed as, to be looked into further.   It was not presented in a transparent education and totally honest way.

  ***********************;

  Regards,
  *************************

• Initial Complaint

  06/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Sat. 4/29/23, my husband and I flew from Mphs to Atlanta to begin a Gate 1 trip to Venice, Croatia & Slovenia. That afternoon, ***** cancelled our flight to JFK. This cancellation caused us to miss our flight to Venice, where we were to be transported (upon arrival at 9:35am Sun.) to Opatija (a 4 hr drive). ***** was unable to reschedule us to arrive in Venice before Mon. at 2:35pm. I immediately called Gate 1 asking what to do and was told they could not do anything. I spoke to ***** again and asked about flights on any other airline and was told none could get us there earlier. I called Gate 1 again and asked if our travel ins. would cover us if we canceled our trip and rescheduled another time. Again, he could not advise or comment but gave me a number for **** Ins. The man I spoke to said he did not work for **** and did not have access to our specific policy. I was eventually connected to **** and got a recording they were closed. We could not conceive of traveling 3 full days, 4 flights, missing the first two days of our vacation, missing the orientation and time to recuperate from the journey there. I called Gate 1 a 3rd time and told the woman I didn't know what to do. We needed guidance badly and Gate 1 abandoned us. They would only say they could not advise or comment. I was very upset and near tears not knowing what to do but to continue seemed inconceivable. I called ***** back and asked if they could get us on flights back to Mphs. So I cancelled the rest of the itinerary and we proceeded to our gate. We were devastated, tired, disappointed and angry as hell with Delta. I called Gate 1 for the 4th time to tell them. **** travel ins. will only give us $1,000 ea. because the cancellation was due to a staff shortage. Gate 1 will only reimburse us the exact amount ***** gave them back. They are keeping every penny of our trip money and opt. excursions.We lost the majority of our $$. They have offered no credit toward a trip.

  Business response

  06/09/2023

  Re Gate 1 Reservation *******/******

  Thank you for your request for information in regard to the above referenced matter.

  The  issue that instigated the canceled services was a ***** Airline canceled flight.

  Gate 1 has refunded the maximum amount available with respect to vendor contracts and Gate 1 Terms & Conditions.  The insurance provider, **** has confirmed that they will pay their maximum per person amount of $1000 per person.

  We have advised the customer that we are working with vendors and requesting their consideration of additional compensation. 

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 6th, 2022 the ******** Family booked a 17-day Danube River Cruise Package with Gate1 Travel. The package was subsequently booked for 4 people, which includes Airfare of our choosing. In September 2022, when air travel selection was available, we selected round-trip airfare through *****/*** ******, Gate1 booked the airfare acting as travel agent. Since September 2022, there have been multiple substantive changes and cancelations to the airfare we booked to the point that we would not have booked this airfare. These changes were made by *** ******, and we did not consent to them. Due to the fact Gate1 booked our airfare, *** ****** will not allow us to make changes, and insist Gate1 must make all changes. Gate1 refuses to make any changes without substantial additional payment, failing to recognize we are not getting what we paid for since multiple schedule changes were made by the air carrier. Unfortunately, since we booked with Gate1, it seems our consumer rights are being violated and we have no recourse. Had we booked directly with airline, the airline would have to make this right. Gate1 seems to think they are not responsible. Gate1 and *** ****** both point the finger at each other, and we are left powerless. Most recently, since our attempts with Gate1 Supervisor *** ****** to accommodate our request for reasonable flights failed. We were forced to engage a 3rd party travel agent, who was able to alter our flights for a $1,300 out-of-pocket fee Our new flight home was since cancelled by *** ******, who now wants us to end our trip early, and fly our family home on separate flights on different days. To date we have paid Gate1 over $21,000. They have failed to manage our flights and have been derelict as our travel agent. They are not proving the service we agreed to and are allowing our consumer rights to be repeatedly violated by the air carrier. Gate1 should deliver the substantial equivalent of what we booked and pre-paid. 

  Business response

  06/13/2023

  Re Gate 1 Reservation *******/*************;

  Thank you for your request for information in regard to the above referenced matter.

  I can affirm that the flight has been changed to arrive at 3.25 PM.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  05/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 23, 2023, I made a reservation for a 9day National Park Tour when Gate1 was advertising a $700 per person discount. I called and an agent booked my tour at $2329 total cost including air. I had a credit of $400 which I paid for the Pacific Northwest tour which was cancelled. The agent applied that credit to my reservation, with a remaining balance to be paid later. I paid everything on time but Gate1 cancelled my reservation and sent me a check of $870.50 only. They claimed that they made a mistake on the pricing and I should have to pay another $700, making my trip to be $3029 which I cannot afford. I asked them to refund my money since it was not me who want to cancel the trip but they refused. I want my money back

  Business response

  05/11/2023

  Re Gate 1 Reservation *******/*******************

  Thank you for your request for information in regard to the above referenced matter.

  The charges were correct.  They resulted from cancelled reservations. The error involved a promotion code applied for two passengers (the original booking) instead of one passenger. 

  In an effort to bring this matter to conclusion, we agree to refund half of the cancelation fees, or $200.00 

  Refunds are processed in the manner of original payment and may take up to two weeks to complete.

  We trust this resolution will be satisfactory.

  Sincerely,

  ***********************

  Senior Vice President

  Customer response

  05/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  My sister ***** whom I invited to this trip is a Canadian citizen who lives in Toronto.  Due to the Pandemic, Canada was closed to all citizens going out of the country..  Therefore, we had to cancel the Pacific Northwest trip I reserved for the two of us.  When I called Gate1 with the news, they were very sympathetic and promised me they will apply my $400 deposit to another trip. When Gate1 advertised last year 2022 a 9-Day Classic National Parks tour (Mt. Rushmore, Yellowstone & Grand Teton with the Badlands) with a discount of $700 per person, I called right away and made the reservation on August 23, 2022.  The agent booked my trip and sent me confirmation with the exact pricing.  As you can see from the paperwork I faxed to you, **** *******, he applied the $400 to my reservation.  That was why I did not have to pay any money down for this new reservation. I have to go alone this time because unfortunately for me, my sister ***** who is 90 is now in a nursing home with weak heart and cancer problems. I am 88 years old and love nature.I think the national parks in the U.S. and Canada are the best in the world.  When I am in a national park and spotted a wild animal, be a bison, a deer, a moose, an eagle or squirrels, I got revitalized and grateful to see the wonders of God.  I marvel at the Half Dome at Yosemite, the size of the bison.  Once when I was at Jacksonhole, I saw a bison ripped a small tree out of the ground and continue to tear it apart for breakfast. Another time, I spotted a mother moose with her young walking slowly at a distance in the forest.  I thought my heart stopped beating for a second.  
  
  Because of Gate1's callous cancellation of my trip, entirely not due to my fault,  I may not be able to (because of my advanced age) to travel anytime I want anymore.  As you can see, my sister ***** was well in 2022 and now has to live in an assisted living facility.  The least Gate1 can do is to refund me the full $400 which I paid in good faith.  Thanks for your attention to this matter.

  Business response

  05/17/2023

  Re Gate 1 Reservation *******/***

  Thank you for your additional request for information in regard to this matter.

  The charges were correct. They resulted from cancelled reservations. At the time of the reservation, we inform customers of a $200 per person nonrefundable deposit.
  
  However, in an effort to bring this matter to conclusion, we consented to refund half of the cancelation fees, or $200.00.  The refund was processed on May 15.

  Sincerely,

  ***********************

  Senior Vice President

  Customer response

  05/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  *******************
  

  Customer response

  05/26/2023

  I intend to take the 3 remaining options available to me against Gate1:  
  
  1. *** Gate1 in Small Claims Court for my remaining $200 deposit which they still owe me.
  
  2. Sent my complaint to Pissed Customers and let potential furture travellers decide if Gate1 is a company they can trust.
  
  3. Contact an Investigative Reporter from a major National TV Network to air my grievances against Gate1.  As a matter of fact, the reporter has contacted me already
      and asked me to send any proof I have against the company and also submit a photo of myself to them.
  
  I think the real reason that Gate1 bumped me off is that they have overbooked the trip and as I was the one with the promotional discounted fare, they just bumped me off
  without a valid reason.  I asked them to put it in writing the reason they cancelled my reservation but had not received any reply from them.  
  
  Today is the 24th of May, the day I should be flying to join the 40 something people who have booked this trip to the National Parks.  Instead, I am sitting at home in
  front of my computer to compose yet another letter to you.  The schedule of this trip is especially appealing to me as it covered some of the most beautiful parks in the
  United States.  As I had mentioned earlier, with my old age, it is harder for me to travel.  Gate1 has robbed me 1 year of traveling which I cannot forgive.  Even though
  I have to jump through some hoops to do 1-3 of the options open to me.  I will follow through to the end.  
  
  Thank you for your attention,
  

  
  

  *******************

  Business response

  05/28/2023

  Re Gate 1 Reservation *******/***

  The reason for the cancelation was due to nonpayment.

  In the spirit of goodwill we agreed to refund half of the cancelation fee, or $200.00. The refund was processed on May 15.

  Respectfully,

  ***** ******

  Senior Vice President

• Initial Complaint

  05/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip with Gate 1 on February 27, 2023 in the amount of $13, 868.00 for my family. I paid $800 at the booking date and the remaining balance of $13,068.00 by the due date of Aril 15, 2023. At the time of booking, I explained to the travel agent **** ***** *** that I would need a flight in which I could choose the seats because my husband is 6'2 and she assured me that once I paid the balance, I would be able to choose the seats. I have called the travel agent 3 times to date and have not received a call back. I called Gate 1 and was informed that the travel agent misspoke and that I would need to contract the airline directly. I called the airline, emailed and tried to choose seats on-line and through their app but was not successful. To make matters worse, even though it is the same booking because the last names are different, I cannot pull them up under the same booking. I called Gate 1 to explain my issue and they sated that there is nothing they can do. I can either wait until 24 hours before departure and take my chances. Or I can cancel my flights and loose 50% of the flight costs plus $300 per passenger (total of 4 passengers) and rebook new flights at a much higher rate. I need a replacement flight or to be able to choose seats.

  Business response

  05/05/2023

  Re Gate 1 Reservation *******/***********************************

  Thank you for your request for information in regard to the above referenced matter.

  Upon review, on the date the reservation was made, there is a memo added by the reservation agent, stating, among other issues related to the booking, that the customer was advised of the package dates and details, Gate 1 Terms, name spelling, and that there was no seat selection available.  

  I regret any misunderstanding, however it appears our agent did correctly advise the customer.

  Flight options have since been discussed with the customer.

  Respectfully,

  ***********************

  Senior Vice President

• Initial Complaint

  04/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am trying to update the middle name on my Reservation #******* 4/13/23: Book trip and saw an error with middle name. Notified Gate 1 of error. 4/15: Emailed passport. Informed a new ticket would be issued and a $50 fee was charged to credit card. 4/21: Spoke to ***** - on hold for 45 minutes and would have to call us back - no call back. 4/22: emailed for status. 4/24: emailed for status. 4/25: Gate 1 said they could not make the name change (per *********/*** **** policies). I would have to buy a new ticket at the cost of $3276, and would receive a credit of $1717.85 4/27: Tried to purchase new ticket but informed there were no seats available! Called ********* Airlines - they confirmed our reservation and would update the middle name AT NO COST. Unfortunately, update could not be completed because they needed Gate 1's approval. ********* emailed Gate 1 for approval. 4/28: Emailed Gate 1 regarding our communication with ********* Airlines and requested Gate 1 to update the middle name. I don't understand why Gate 1 is not willing to update a middle name (the error was reported within 24 hours of the reservation, ********* Airlines had NO PROBLEM updating AT NO CHARGE, plus, how hard is it to type in a name - what happened to customer service?)

  Business response

  05/03/2023

  Re Gate 1 Reservation ******* /******

  Thank you for your request for information in regard to the above referenced matter.

  We have explained to the travel agent that the airline agreed to make an internal note of the name change on their end, and that the passenger should be fine to travel with this condition.   However should ****** wish to update the ticket with her official name, the change will require an airline assessed fee of $50 change fee plus any fare difference at the time of the change.

  We are awaiting the agent's reply.

  Sincerely,

  ***********************

  Senior Vice President

  Customer response

  05/03/2023

  Hello,

  
  

  We got a response from ***** at Gate 1.  Our options are:  a) they would provide us with a letter stating traveler's name is ****** **** (not ****** *), or correct the ticket at our expense ($50 fee plus the difference of the airfare between time of booking and now).  Option A makes us nervous (what happens if TSA doesn't accept the letter!).  And option B is unfair because  we notified Gate 1 of error on the same day of booking (they charged us an extra $50 two days later - this fee was to update the middle name except they FAILED to do it - shouldn't they be held accountable?)

  
  

  Thank you for your help.

  
  

  *********************************

  Customer response

  05/04/2023

  While waiting for Gate 1's response, I found on the Internet the following regarding our issue with my traveler's middle name:

  
  

  When the TSA agents check your boarding pass, they also check your Secure Flight passenger data. Even though your boarding pass may not match your government-issued ID (i.e. your middle name is not on it), if your passenger information is correct, there will not be a problem.
  
  I also found this 24 hour rule for travelers:
  
  If a client finds that a change should be made, the reservation must be canceled and a new reservation must be made.
  For a reservation made in the USA, the refund will be authorized with no penalty (even for non-refundable tickets) if the request is made within 24 hours.
  

   

  If the request for refund is made after 24 hours, the conditions of the tickets will apply only, and the 24-hour policy will no longer apply.
  
  Today we contacted Gate 1 for the letter just for extra measure.  But I would like to ask *** ****** for a refund of $50 based on:  if the 24 hour rule applies, our reservation should have been updated without penalty.  Plus, my friend was charged for a service that was not delivered (check the recorded conversation!).  
  
  Thank you,

  *** *********************

  Business response

  05/09/2023

  Re Gate 1 Reservation *******/******

  Thank you for your request for information in regard to the above referenced matter.
  

  The reservation was made on April 12 and tickets were immediately issued when payment was received.
  

  The next day, April 13 the agent left a message advising the name error.  On April 14 we advised the agent that we needed a passport copy which he sent us on April 15. 
  

  As tickets had already been issued, we were obliged to abide by the airline's rules and change fees, as stated in Gate 1 Terms & Conditions:   
  

  "Airline Name Changes: Any name change including minor spelling corrections may require airline reservations to be canceled and rebooked. Reservations are subject to current availability and pricing at the time of rebooking. Once airline tickets are issued, subsequent name corrections will be subject to an airline rebooking fee which may be as much as the full value of the airline ticket plus a $50 revision fee per change. Gate 1 will not be held responsible for the denial of services by a carrier due to any name discrepancy. Name changes must be advised in writing at internal.gate1travel.com/contactus."
  

  I do not know where the passenger found the terms they provided regarding cancelations within 24 hours. 
  

  In summary, we stand by our original response.
  

  Sincerely,
  ***********************
  Senior Vice President

  Customer response

  05/16/2023

  Please be advised a resolution has been made with Gate 1.  They will reissue a new ticket, correcting the middle name, at no cost to me (the new ticket cost me $1717 but I will receive a refund of $1717).  And Gate 1 will also give me a $100 refund.  

  
  

  I appreciate your assistance in resolving this matter ... I could not have done it without the BBB.

  
  

  Thank you,

  ***************

• Initial Complaint

  04/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Yes, on 11/30/2022, the subject travel agency had proceeded to charge my Credit Card per the attached ledger in the amount of $700 without any signature which has been subsequently disputed with my bank, which they themselves weren't detrimentally charged any fees or have provided any justification for this charge. Thus this charge is disputed until otherwise substantiated, and a refund of this amount is demanded immediately! Thank You!

  Business response

  05/05/2023

  Re Gate 1 Reservation *******/*******

  Further to previous correspondence, a travel protection plan might have offered the customer some financial relief,

  Gate 1 terms and conditions are based on supplier contracts. As we do not own the hotels, restaurants, buses, etc,, we are subjected to the terms of our contracts. As Gate 1 was invoiced for your unused services, we are unable to provide any additional credit or refund.

  Respectfully,

  ***********************

  Senior Vice President

  Customer response

  05/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  

  Hello ******************, 

  I am rejecting this response because, **************** of Gate 1 is confusing this issue with the underlying trip, and not the additional $700 charged to my credit card for unsupported charges!  Thus, this dispute relates to the separate $700 charged to my credit card which their office wasn't apparently assessed any fees for.  While the underlying trip is still an item of contention before perfecting our future trip with this agency..., this $700 is a totally separate issue, which **************** is respectfulloy confusing with the underlying trip.  Wherefore, demand for refund of the unsupported $700 is hereby re-demanded, unless their office can provide proof of any fees assessed by the airline for our booking.  Thank You!
  
  Regards,
  
  ***************************

  Business response

  05/10/2023

  Re Gate 1 Reservation *******/*******

  Further to previous correspondence, I can confirm that there was indeed a charge by the airline.  Our contract terms are between Gate 1 and the vendor.  We do not share internal communication.  

  I ask that ****************** kindly provide any documentation he has that indicates the airline did not charge Gate 1.

  Sincerely,

  ***********************

  Senior Vice President

  Customer response

  05/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  , 
   Complaint: ********
  
  I am rejecting this response because, this airfare exchange fee still goes unsupported by this agency.  ****** Airlines has long since advertised to include at the timing of this exchange "no exchange fees".  See ****** Airlines website at: *************************************************************************** , and also attached.  It is not proprietary to provide a simple report showing any fees assed to our booking in support of these proported charge and fee.  To proport a fee that's perhaps not otherwise incurred would be unethical to do so.  **************** has requested documentation relating to ******'s policy which has been previously provided, and also attached hereto.  Wherefore, refund is still requested relating to this so-called fee or charge and underlying trip, and if not resolved will be escalated to the Attorney General's office for Pennsylvania.  v/r, I am (see attached!)
  
  Regards,
  
  ***************************
  

  Business response

  05/31/2023

  Re Gate 1 Reservation *******/*******

  Thank you for your request for additional information in regard to the above referenced matter.

  The airline change was made by the customer voluntarily, due to a medical issue. The price difference was due to the difference in cost between the original flight and the new one.  The cost difference is not a 'change fee', but the difference between airfares.  

  The only recourse to recover his financial loss would have been a travel protection policy.  ****************** denied coverage offered by Gate 1.

  In the spirit of goodwill and in respect for his loyalty to Gate 1, we wish to offer ****************** a credit towards future travel in the amount of $150.00 per person, which will cover a good portion of the fare difference.

  If agreeable by return email or via the BBB, we will add that credit to his account for future travel on any Gate 1 escorted tour or cruise by December 31, 2024.

  Sincerely,

  ***********************

  Senior Vice President

  Customer response

  06/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because, there was no difference in fare as the airline doesn't charge any exchange fee.  If there's a seat available, then people are simply able to be rebooked and worked in.  Gate-1 still hasn't provided any constructive proof of any fees to help substantiate such a fee or charge.  Further, this vendor has nothing signed by me for this charge.  Wherefore, this charge is still disputed.  Thanks!  And if necessary will be escalated to the Attorney General's Office of Pennsylvania.
  
  Regards,
  
  ***************************
  

  Business response

  06/09/2023

  Re Gate 1 Reservation *******/*******

  Further to this matter, Gate 1 has come to an agreement with *******************

  He will receive $200.00 per person credit towards his October, 2024 reservation number *******, and in addition we will cancel his $100 amendment fee on the same reservation.

  We trust this resolution puts the matter to an amicable conclusion.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  04/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We booked the Gate 1 Travel - 15 Day Moroccan Allure trip - in early January 2023.. Deposit made by the two of us with final payment made in early February 2023. Gate 1's itinerary offered us the ability to arrive a day early at the destination where the tour begins. (Rabat, Morocco -the capital of the kingdom). The three night HOTEL booking (vs. 2 nights offered on in the tour package) is at the Rabat ********. We paid the additional $250.00 for the early /additional night at the ********. Gate 1 promised us our TRAVEL DOCUMENTS no later than 4/16/2023. We leave for Morocco on 05/07/2023. Still no travel documents. After three calls - PLUS A DETAILED E MAIL - to Gate 1 for status on the travel documents - the problem remains. The calls typically consist of long "on hold" times. We were told by "***" the Rabat ******** had not confirmed the first night stay, causing the delayed travel documents. How is this possible when the reservation was made in January 2023! Gate 1 took our $250.00 for the first night stay! When asked about Gate 1 communication with the Rabat ******** to cure the problem, we were told "we sent them 12 E mails and ******** did not reply". So, does anyone at Gate 1 think it would be wise TO ACTUALLY CALL THE HOTEL and confirm our reservation after a non response to 12 E mails!? We are constantly being told someone (a supervisor) at Gate 1 will call us back. We have spoken to three separate Gate 1 representatives thus far who say a supervisor will call. As of this writing, NOTHING! This is causing a lot of upset and represents very poor customer service. (Oh, for our Paris/Barcelona 11/2022 trip, our flight was changed. Gate 1 failed to notify the shuttle company - transport from airport to hotel - of the change in pick up time. That was fun, sitting around the airport, waiting for someone to show up to take us to the hotel in Paris!)

  Business response

  04/25/2023

  Re Gate 1 Reservation *******/***************************

  Thank you for your request for information in regard to the above referenced matter.

  I see that the issue has been resolved by our reservations staff.  

  The reason for the delay in forwarding documents was the wait for confirmation of the additional hotel nights.

  Kindly advise if you or ************** require any further information.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a reservation going to Fiji on March 7, 2023. (reservation #*******). My daughter who was planning on traveling with us purchased the “cancel for any reason” insurance as she has 2 small children. We were told NUMEROUS times that we can cancel for ANY reason up to 72 hours before the trip departure. My granddaughter ended up getting sick before the trip and my daughter was not comfortable traveling after that so thought it was best to cancel the trip. We contacted Gate1 who informed us that we needed to contact **** Insurance to process the claim. We processed the claim with **** Insurance who denied the claim since the illness occurred before the trip and to contact Gate1 for the refund. We submitted all necessary documentation from her physician yet it was still denied. We have contacted Gate1 (sent email, called) numerous times and have NOT heard back for over a month. **** insurance even sent the information over to Gate1 and escalated it. Till this day we have not heard anything. Gate1 charged us for the insurance yet we were unable to make use of the insurance. Why purchase the "cancel for any reason" if its not valid to use? I'm hoping someone can assist us with this issue as we are out of $1700 with no resolution from Gate1.

  Business response

  04/25/2023

  Re Gate 1 Reservation *******/*********

  Thank you for your request for information in regard to the above referenced matter.

  It appears ********************************* cancelled off the trip due to her child being ill. She cancelled on February 14, 2023.  Her trip protection claim was denied by **** because the illness was too far from the actual scheduled travel date.
  
  On April 13, 2023, Gate 1 processed Cancel For Any Reason policy for *******, in the amount of $1453.47. This was added to reservation #*******. An email was sent to their Travel Agent that same day. 

  Kindly advise if you require any additional information.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  04/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Spain tour from Gate 1 Travel on 2/28/23 that included hotel, flight and tours, reservation #*******. The website offered upgraded seats in premium economy for an additional $510 dollars that my party paid for and did not receive that service upon flying round trip. Several phone calls were made by my party and self to address the issue. Hold times encumber an average time of two to three hours or a later call back. Each representative provided a different narrative on the reason for not having upgraded seats. After much frustration, I emailed the company CEO and top administrators and finally received a call back from ******** ****** that apologized and issued a partial refund of 250 each on 3/21/23. He stated that our flight reservation upon return would be premium economy and to contact him in the future for further issues. Upon returning April 5 the aircraft did not offer premium economy seats. I contacted *** ******, April 6 and April 7 on his direct extension leaving a voicemail of the issue. He has not followed up. On Monday April 10, I forwarded an email describing the airline service, the fiasco of not having premium economy and asking for the 260 remainder to be reimbursed. It is Monday April 17, a week after my email and phone calls and still no response from him. I was under the impression that if I reached out to him, he would resolve our last minute issues. My dispute is Gate 1 has not responded to my email or phone calls requesting for the refund difference of 260 made to each credit card. The trip was $2200 a person, the upgrade was 510 making it 2710 x 3 paying a total of 8130. Gate 1 should not advertise a service they cannot provide and make it difficult in acquiring your money or contacting a person. It's poor business practice. I expect an immediate refund from Gate 1 and ask the BBB to assist with a prompt resolution. Attached are emails sent to Gate 1, along with receipt of the first reimbursement. ** 

  Business response

  05/07/2023

  Re  Gate 1 Reservation *******/******

  Thank you for your request for information in regard to the above referenced matter.

  On May 3 Gate 1 Reservations Manager contacted the customer and advised that we processed a refund for each passenger in the amount of $260.

  This should settle the matter.  Please advise if you have any remaining questions or concerns.

  Sincerely,

  ***********************

  Senior Vice President

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