Anonymous
map-marker West Palm Beach, Florida

MACHU PICCHU TOUR

Just recently returned from tourwith gate 1. Am quite disappointed that our tour of machu picchu lasted only three hours at the site. I specifically chose this tour because it was highlighted as a full day machu picchu with an early morning train departure. Many other tour companies only offered half day tours. Our hard copy itinerary specified a full day machu picchu. Currently the company has changed the tour language to read otherwise. Some might say this could be deceptive practices,but otherwise the trip was fine with a very savy guide. All was not lost but a lot of disappointment.
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Qiana Vzt

Crooked! Irresponsible! Dishonest!

I will NEVER travel with Gate 1! I was looking into an escorted tour to Thailand. While their packages are extensive, and their prices reasonable, I noticed something very disturbing. No matter what departure date you choose for the 15 Day Kaleidoscope of Thailand with River Kwai, the departure date the agency lists for the departing flight is WRONG! Departure is set for a certain day, the hotel transfer and first night hotel stay at your destination city is scheduled for the FOLLOWING day. The problem here is, it takes TWO days to travel to Thailand. The flight itinerary sets the arrival in the destination city for the day AFTER scheduled airport transfer, leaving passengers STRANDED at a foreign airport in a foreign city, searching for a car that they assumed would be there to pick them up! This would also mean that passengers miss an overnight stay at a hotel that they already paid for, AND arrive on the same day that the escorted portion of the tour is scheduled to begin! In some cases, arrival time is even AFTER the tour has already begun! I contacted Gate 1 by phone for clarification on the matter. I was told that it is the responsibility of the GUEST upon booking to notice the discrepancy in arrival times, and re-schedule THEIR OWN flight accordingly before confirming the reservation! WHAT?!!! I feel that it is OBVIOUSLY an honest travel agencies responsibility to set the departure and arrival times accordingly! I am glad I noticed the discrepancy! I fear that others will blindly trust Gate 1 to have all of the times correct on their packages, and therefore, experience a major inconvenience upon arrival at their destination. I sent Gate 1 an e-mail alerting them to the problem and never heard back. In over a YEAR they STILL have not addressed the GLARING oversight! What's the problem here? You can look for YOURSELF! It's in BLACK and WHITE! I also noticed that they have hundreds of reviews on their own website. All of the reviews are GLOWING. Not a SINGLE complaint! (NOT possible!) The whole thing just got more and more suspicious the further I looked into it. PLEASE do your research! These people ARE crooked!
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5 comments
Guest

I looked at my documents, and see what you mean. I wouldn't have even known until I arrived which would have put me in a horrible mood.

Thank you so much for bringing it to my attention!!!!!

Guest

First, let me say I have taken this tour, and it is superb. If you refuse to work with Gate 1 on this, well, it will just be your loss.

Even if you book it as shown, you get to BKK on the morning before the tour actually begins. You would have been picked up at the airport when you arrived, no problem. With that schedule, you would have missed a hotel night, that is true.

I went into BKK a full three days early, and bought the extra hotel nights from Gate 1 at less than $70 per night, and was able to do a lot of extra touring of BKK on our own.

I think this whole issue could have been easily resolved by COMMUNICATING with the supplier. You could have easily booked the flight a day early, and arrive early in the morning TWO days before the first tour activity, giving you extra time to enjoy the city.

It would have not cost you anything extra. Your loss.

Gate1Travel

When including flights on a package, our system offers all of the options available publicly at that time along with the best possible pricing. Flights are pulled directly from the airline's reservations systems and these flight schedules are created by the airline.

Upon review of the package that you mentioned there are currently two options available, for the included departure city, that have arrivals on the day of the scheduled transfer. With that said, based on the location of this destination, the itinerary is designed to accommodate travelers arriving the following day and we can certainly adjust a transfer.

Additionally, we can always review the option of departing a day early. Should you wish to review this matter further, please don’t hesitate to contact our reservations department and we will be happy to research flight options that will best suit your needs.

Skylen Eya

I have the booked the same tour that you have referred to. Gate1 called almost immediately and informed me that I would be arriving on Day 3 as I was flying out of LAX rather than San Francisco.

I worked with them to move my flight up 1 day so that I indeed arrived on day 2 of the tour. (see, not such a difficult problem to solve)

I have read so many of these reviews and have come to the conclusion that when it comes to world travel, many Americans are simply out to lunch on real world expectations. Having traveled the globe extensively for over three decades, you must be ready to be flexible, jump through hoops, and think out of the box when it comes to fixing situations that jump the tracks. GATE1 is a discount company with some fairly outstanding tours - I've gone to China, Peru, Ecuador, and France using their services and have found them to be an excellent way of "getting there" for a little more than the price of finding the airfare and hotels myself.

Your case is exactly the same as mine.

When you book on the internet it is impossible to get everything right - hence I to was scheduled to land on day 3. But rest assured, even had I not thought to have them book my flight one day earlier - my idea, not their idea, I have complete confidence my transfer would have picked me up as the on ground tour manager would have caught the concern.

Try booking with Globus or Tauck and see if the package price for flying out of the city of your choice is as cheap as GATE 1. It won't happen. Again, I have read most of the reviews on this site and it blows my mind the expectations Americans have.

I stayed at the Mecurer in France and I can attest it was "hot". No air conditioning. Like another reviewer, I opened the window and heard lots of road noise. So What.

It's Europe, they don't use air conditioning the way we do, and I was in Paris for a little more than the price of my airfare. I got over it.

I read these sites looking for real concerns so that I can make educated decisions about my travel plans. Air conditioning, arriving on day three instead of two, rude members in the group who talk to loud, or the rooms were too small are concerns that just come with the territory of cheap travel or for that matter - travel. I am hoping that maybe, just maybe, a concern such as I booked a flight to Thailand and instead ended up in India or my guide didn't show up might be discussed.

My opinion is that the reason Gate1 gets more then it should in complaints on sites like this is that it appeals to those looking for a discount - rather then seasoned travelers who have spent years traveling the world and understand that life outside of America is unpredictable to say the least. When you travel in a discounted way, expect hiccups.

I am preparing for my 4th Gate 1 trip. I wouldn't be doing so if I thought the place was a ripoff or that they did't have a good product.

Qiana Vzt
reply icon Replying to comment of Skylen Eya

I am actually an experienced budget traveler. Nowhere in my review did I complain about the size of the rooms or the lack of air conditioning in European budget hotels.

I don't know what about my review led you in any reasonable way to make assumptions about my life style. My go-to way of travel is actually to travel alone and arrange everything for myself. When I choose to travel in this way, I keep myself flexible and EXPECT to have to "think outside the box." This being said, I was not comfortable arranging and traveling a 15 day, extensive tour of Thailand on my own. Therefor, I looked into finding a travel agency that I could trust to help me with the arrangements.

I did so specifically to avoid "unpredictability" and having to "jump through hoops". That's WHY people go through travel agencies. I DO agree that many "Americans" have a hard time keeping an open mind when they travel. I am in no way one of said "Americans." I DO NOT agree that "Americans" are in any way "out to lunch" for wanting full disclosure from a travel agency to whom they have paid good money.

Again, people enlist the help of a travel agency to make sure that their travel goes smoothly. I also do not agree with your obvious superiority complex. ANYONE can travel. You are NOT elite.

I am, however, somewhat comforted to hear that Gate 1 does have customers who trust them. I will not.

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Christee Vta
map-marker Mendota, Illinois

No refund once booked

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We booked a trip to Germany and now have to cancel. The trip starts in September 2015 and the company refuses to refund our deposit of $400.00. The reason given is they wouldn't have time ( 10 months ) to rebook someone else. Really?!! Ten months is ample time. My advice to anyone thinking of using Gate1 for their travels, don't!! Once you give them money it's gone whether or not you travel. Other travel agencies give deposit refunds if you cancel before a certain deadline. We still plan on going to Germany someday, but not on Gate1!!
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Loss:
$400
Cons:
  • Refund policy
Reason of review:
refund

Preferred solution: Full refund

4 comments
Guest

No refunds for deposits on early bookings are becoming the norm.

I agree that 10 months is ample time to allow others to book your vacated spot. But, it's not a guarantee that anyone will, which may be why tour operators are making deposits non-refundable.

Guest

perhaps you should have read the terms and conditions or dealt w a travel agent. This is typical of most travel. you could have also purchased trip insurance

Guest

They were up front with me on the phone that the 1/3rd deposit was NON-refundable. If they don't offer that information ASK.

Gate1Travel

We are sorry to hear that you are unable to travel to Germany in September. Please know per the terms and conditions, which our clients must review and sign when making a reservation, all deposits are nonrefundable.

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Anonymous

Outrageous charges for cancellation of flight to join trip later

I have traveled with Gate1 before and found their services to be fine and reasonable. I booked a trip to Hong Kong, Bangkok and Singapore for August 2014. I was considering traveling to Micronesia early in August and thought it best to fly to Hong Kong directly from Micronesia and delete the LAX to Hong Kong leg of my tour with Gate1. I did not see a problem in not taking the flight from LAX to Hong Kong and picking up the tour in Hong Kong, although I knew that I would not get a full refund on that ticket. Not only would I not get a refund, I would have to pay an additional $1798 not to take that flight!!! Let me say that again.......if I did not make the flight from LAX to Hong Kong I would not only lose the money that I paid for that flight, I would be charged an additional $1798. I was happy to say good things about Gate 1 when they deserved it. I am also willing to disclose this kind of outrageous gouging. Gate 1 says that the airlines would make them cancel all the other flights in the tour....Hong Kong to Bangkok, Bangkok to Singapore, Singapore to LAX, if I was not on the flight from LAX to Hong Kong. I simply do not believe that. An earlier poster suggested that if you had a problem with an airline to contact the airline, not Gate1. I tried that, the airline would not talk to me because I was booked through Gate1. It is probable that some clause in the agreement with Gate 1 authorizes this kind of totally unreasonable action on their part. That does not make it fair and other travelers should know of it.
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2 comments
Guest

IIRC, being an old airline employee, that's true. If you cancel the first/outbound flight then it cancels the entire itinerary.

And if you're traveling in August then you're so close in that there's not much to do. This really isn't Gate1.

Gate1Travel

As we were concerned by these comments a Reservations Department Supervisor has been in contact with this client to review all of their options.

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Anonymous

Worst tour gide EVER

We had the Northern Italy tour, and were transferring to Florence, while the rest of the group was continuing to Sorento. We had information stating we had a transfer to Florence from Montacatini, however our tour guide had "no transfer" on her info. She left us stranded at the hotel, did not help us get a train schedule, did not let us know we could get a train ticket at any of the Tabacco shops, and didn't even tell us how to get to the train station from the hotel. This is just one of the many complaints from many of us about our tour guide, Ana Dinis. All she did was smoke and talk on her phone. Soooo disappointing.
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2 comments
Gate1Travel

We were surprised to read that the clients had information stating they had a transfer from Montecatini to Florence. We took the time to follow up with the clients travel agency that booked their trip for them.

We confirmed a transfer was never booked or paid for. With that said, despite our guides best efforts to assist, we certainly regret any inconvenience.

In regards to the comments about Ana, she has guided for us for several years without incident. She consistently receives high scores on our surveys and on this tour in particular received many compliments on her services.

It is always unfortunate when personalities do not mesh and result in unflattering remarks such as these.

We certainly hope our clients did enjoy their time in Italy and hope to see them again in future.

Guest
reply icon Replying to comment of Gate1Travel

There was NO "best effort to assist"; in fact, there was NO effort to assist. Don't sugarcoat.

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Anonymous
map-marker Yuma, Arizona

Gate 1 Website

What in the world is wrong with their website?!? We received several errors on their website while trying to book a Ecuador tour. Please someone tell me this is NOT a foregleam of their customer service, tours, etc. I have 48 hours left before we have to make a decision. What is up with this company, they have more bad reviews than good reviews online. Please someone tell me that this company is truly reliable.....I found a review that said their website leaves a lot to be desired. We LOVE the itinerary but that website situation leaves question marks, how do I know if I book on the phones that it will be correct & reliable. If a company is making $ why are they not spending it on a reliable website to show they can be trusted with the consumer's $. You have other companies: airlines, Wal-mart, ebay, etc who realizes if you want customers you must have a working, reliable website.
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6 comments
Guest

I agree. I booked a tour and it took several attempts before it actually went through and by that time one important detail had dropped off.

I tried emailing them several times and got absolutely no response.

Makes me wonder if the trip will go as expected. For several thousand dollars I expected a little more.

Gate1Travel
reply icon Replying to comment of Guest-855125

We do regret that you did not receive a response. If we can provide assistance, please don’t hesitate to contact us via telephone and we will be happy to review your reservation for you to be sure that everything is as you expected.

Guest

Their website has really "issues." Call them and ask for Amber Bardliving. I've worked with her on four or five trips and she's fantastic. And their trips are also.

Guest
reply icon Replying to comment of Guest-839904

Thank you!!!

Guest

Found out that if you have a apostrophe in your name it will cause a error. A little disappointed that we wasted 2 1/2 hours of our life that we will not get back.....But, life moves on. Gate 1 really needs to spend some $ on updating their website, as mentioned before there are other companies where this is not a issue.

Gate1Travel

We do regret that you are experiencing problems with our website. As we would like to assist you with making your reservation, please don’t hesitate to contact our Reservations Department. An agent can certainly create a saved itinerary for you to review before making

your final reservation and answer any questions that you may have

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Anonymous
map-marker Fort Washington, Pennsylvania

Flight itinerary reservation 736826

I am very upset, because I paid in total my trip to Great Britain and in the airport I do not have ticket, I call to somebody to resolve the problem and spoke with Eliza and after with Margo Paaske ext 1371 and told me that was because I did not paid insurance. This answer do not have sense. I have a friend in Air Canadian and let me take the next flight I gave all the information to Margo. When I arrive to London no body was in the airport; I paid to pick me Airport to Hotel. I was with my granddaughter 14 years old. I requested for paid me the cab and the day that I did not be on London.
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Loss:
$500
Reason of review:
Poor customer service

Preferred solution: Full refund

2 comments
Guest

Maybe they didn't understand you?

Gate1Travel

We have been in contact with this client and have every hope to resolve this in a timely manner.

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Anonymous
map-marker Huntersville, North Carolina

Other Product Review

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STAY AWAY!!!! They will *** the first chance they get!!!!
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Anonymous
map-marker Lima, Lima

Unescorted day in Lima

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We flew to Lima during our trip to Machu Pichu, with GATE ONE, stayed over night and were left to our own devices for the entire day. Not being familiar with the city, I felt the least GATE ONE could have done was provide a bus trip, if not a map, for those interested in touring the city. It was a very tiring day as most of our walk was mostly uphill to the Cathedral. Gate ONE did not even provide hints, maps etc. about where to go or what to see, another failing on their part. As we returned to the hotel, we got lost, as again, there were not guidelines provided, not even a map! NOT acceptable!!!
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Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

4 comments
Guest

You're complaining because you weren't smart enough to think of getting a map without Gate1? Complaining because you were tired from walking? This might be the worst review I've ever seen.

Guest

We took a Gate 1 Peru trip July 2014. Our guide, Julio gave a lot of info on what to do in Lima as did the concierge at the hotel, Casa Andina. Surprised by this.

Guest

Have not travelled with Gate1. However, just returned from lovely trip to Peru and Bolivia with another company.

We started in Lima too on our own for 3 days before joining tour. Wonderful, easy city to navigate on own !!

City maps and advice available from hotel and others. A little self motivation goes a long way to enhance one's travel experiences!

Gate1Travel

We certainly regret reading of any disappointment in your time in Lima. We do plan our itineraries to include a balance of sightseeing tours and leisure time so that there is a little bit of everything for all of our clients. With that said if you could please contact our customer service department to provide some additional details, we would like to look into this matter further.

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Anonymous

Scare tactic used to buy their transfers in Russia

We took the 10 day River Trip in Russia. We were told that taxis would overcharge us and not adhere to previously agreed fees. We had no trouble getting a taxi to the dock in St. Petersburg for about $38 for 2, Gate 1 price, $181 for 2. We did not see online how easy or difficult it might be at the Moscow dock so took Gate 1 transfer for $181. They called a taxi for us and he handed us a receipt for 1200 rubles or about $38. They made a $143 profit! They are the Motel 6 version of river tours, tiny cabins, limited service, drinks provided only at meal time, lousy wi-fi service. We had some good local guides, but not all. Think carefully before signing on.
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1 comment
Gate1Travel

Thank you for providing your comments. We would appreciate it if you could contact our office to review the matter of your transfer. We certainly would like the opportunity to resolve this matter.

Anonymous
map-marker Brandon, Florida

Purchased train tickets never recieved them

I contacted Gate 1 about not receiving everything I paid for. Got an excuse its on it way, Still nothing. I booked an train ticket in this tour and it never came with documents , I called and got the excuse its on its way. I have a car service at the end location I paid for but how can they pick me up if I have no times of train ticket?Tours I booked for were at different times then what they gave me. I am not happy with tis company so far. I am very leary of this company now and am worried about my trip. I will
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Loss:
$350
1 comment
Gate1Travel

We do regret any delay in your final travel documents. Please contact our Reservations Department and ask to speak with a supervisor so we can assist in resolving this matter.

Anonymous
map-marker North Miami, Florida

No refund for a cancellation due to health reason

We went to Peru in April. For health reasons we cancelled a walking tour but found two people to take the tour instead of us. We did not get a refund. Writing a comment to Gate 1 - so far no response. The tour guide had no people skills, but was knowledgeable. The flights were booked so we lost basically two days. Also the hotel on Titikakalake was so far away from ANYTHING. not even a walk way. We were stuck there for two half days without doing anything. A dinner show was $65.00. The food was so bad I felt like in a soup kitchen. A slob of beans, some dry meat, raw stuff we were not supposed to eat. Terrible!!! We booked another trip in September. Hopefully we have better luck.
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Loss:
$80
2 comments
Guest

Again as response to the Pissed Consumer review I wanted to thank Gate1 Travel for their response. I am satisfied with their actions and will recommend Gate1 again.

We have already booked another tour with them. Things can happen during a tour, but if the consumer does not mention it, nothing will change.

Thanks again Gate1 for listening.

Gate1Travel

As we are always looking for ways to improve we do appreciate these comments. We have been in communication with this client and it does appear that a response was sent on June 19 by our customer service department. We will follow up to make sure that you receive this response.

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Anonymous
map-marker Denver, Colorado

*** Company

I booked a river cruise with this company when they came out with a "special". the trip is in 10 months. After booking the trip 4 days later they call to say they cannot get me a reservation. This is after I had booked airfare to Europe for this trip. But of course they could upgrade me for another $800. This is the second time I have had trouble with tis company (you would think I would learn). Do not book with them. They will leave you high and dry. The supervisor Brian is a total *** and thinks arguing with customers is a good retention policy. This company SUCKS!
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Loss:
$1100
2 comments
Guest

I also had the same problem with Brian. Be careful when you book with Gate 1.

They will lower the prices and then not honor the lower price. I booked 10 months in advance and 1 month later found they had a lower price by $400. They refused to honor the lower price.

Most reputable companies will honor a lower price up until the final payment date (usually 60 to 90 days before departure). No more Gate 1 travel for me.

Guest

I am having exactly the same experience with Brian

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Anonymous
map-marker Minneapolis, Minnesota

I am being scammed out of my deposit !!!

I had to cancel an upcoming trip with Gate 1 due to a life-changing event that will make it impossible for me to travel in August. I promptly informed Gate 1 about this but was told by a rude customer service rep that my deposit was non-refundable. I have made 2 previous tours with Gate 1 but this experience leaves a bad taste in my mouth; for a reputable company, one would think that they will make some type of compromise with their customers especially if the trip is cancelled way in advance. I am truly disappointed and doubt if I will do business with them in the future if this is not amicably resolved. Will definitely contact my state's general attorney's office if I have to.Scamming people out of their hard-earned money is no way for any company to do business.
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Loss:
$1200
3 comments
Guest

I don't know what your contract says but mine always give me different dates and percentages of cancellation charges. While you may think cancelling in mid-June for an August trip is well in advance, it's almost last minute as far as an airline is concerned. These are airline stipulations that they have with tour operators like Gate1 and everybody else.

Guest

I looked on their website. They state deposits are non refundable.

They recommend buying trip insurance. The only scammer appears to be you.

Gate1Travel

As we were concerned, we have been in contact with this client. We do hope to have this matter resolved in a timely manner.

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Anonymous
map-marker Zagreb, Zagreb

Horrible group

I'm about to quit this tour!!! This is Day 3 of my tour of Croatia and I want out. I'm not alone. Many others have complained about how this trip is not working out for them. Five people in the group are loud and obnoxious and have totally taken over the air space on the long bus trips with their inane conversations. The tour guide has done nothing to address this. Good bye Gate 1. Never again will I waste my money on this aggravation. Ugly selfish egotistical people take up too much energy that I would rather invest more wisely.
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5 comments
Guest

If the tour guide did nothing to address it even after you & other guests have expressed your concerns to the guide, then it's the tour guide's incompetence, hence Gate1's fault.

Guest

That can happen with ANY tour group. It's kinda the luck of the draw.

Gate1Travel

Please know that we are concerned with what has been posted and will be further investigating these issue. At your earliest convenience, please contact our Service Department so that we may further discuss this matter.

Guest

When I go on a vacation I go without a tour group and maybe you should try that.That way you get to plan what you do and when you do it.In paris the metro is so easy to understand and it is in most of europe and you would be surprized at how many cities speak english.Also if you want to get off the beaten path there are apps for your phone to transulate for you.That way it is more of an adventure.

Guest

So your issue is with other people and rather than discussing it with them or the tour guide (who may not realize they're bugging you), you're deciding to blame the company? That seems like a good idea.

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