We were supposed to be going to Vietnam on Dec 28th. On Dec 3rd I fell and broke my shoulder bone.
I spent 4 nights in the hospital and had a surgery. I have a medical leave from work until Jan 14th. When we get in touch with Gate1, right after the broken shoulder, they said we do not have the insurance that will give a refund and the penalty is 90%! They said their providers will not give them a refund since it is 30 days before the trip.
Now I am asking the whole world, when someone is hospitalized and have a medical report, the penalty will be 90%! Is it acceptable customer service? What kind of business are they running not to care about medical report, doctor and university hospital? They made us write an email asking them for the 10% refund and accepting the 90% loss.
They will ask their vendors if they can book the same trip for another date. We begged them that we do not want the money but would like to postpone it until Jan 14th! We had 3 trips with GateOne . This was our 4th and have the 5th one paid for a trip in May.
I wish I can cancel the 5th trip but they did not agree to that one as well. I WILL NEVER DO ANYTHING WITH GATE1 AGAIN! They have very bad public relations, terrible rules, very difficult to understand cancellation and insurance policies. Maybe when one dies they will say you can get your money back in the grave!
So be CAREFUL with Gate1!
They DO NOT CARE ABOUT MEDICAL REPORTS, Doctors, University Hospitals AND SPECIAL CONDITIONS. I will never give my business to an institution like GATE1 again!
Product or Service Mentioned: Gate1travel Customer Care.
Reason of review: Return, Exchange or Cancellation Policy.
Monetary Loss: $4000.
Preferred solution: Full refund.
Gate1travel Cons: Doctors and hospital report can not postpne the trip.
Location: Washington, District Of Columbia