Jaun Xbb
map-marker Fort Washington, Pennsylvania

Very Unhelpful When Problems Arise! Beware!

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Updated by user May 05, 2017

Please be warned, this company was not helpful when we were stranded, they would not help us meet up with the tour group after our fights were cancelled, they wanted us to deal directly with the airlines even though we were having so many problems rebooking two consecutive cancelled flights. They seemed really helpful when we were buying the tour and answered all our questions, seemed friendly, BUT, once we set off on our trip they were very unhelpful when we encountered problems.

Worst customer service I've ever experienced. Please do your research before booking with any travel company, especially this one.

We ended up canceling our dream Italy vacation because of their lack of help when we needed them most, fortunately we bought our own insurance so we got our money back, but our other family members who did make it on the trip said the accommodations and meals were sub-par, and they felt ripped off. Beware.

Original review May 02, 2017
Beware of this company. Our family of 4 booked a trip to Italy for March 2017, unfortunately we experienced many problems trying to get help from them when our flights were cancelled 2 days in a row (snowstorm, then mechanical failure). In the end, they did not help us rebook flights (they recommended we deal with the airlines directly, which was a significant challenge), or reconnect with the tour when we missed two days; instead they were more concerned about us admitting on the phone that we were cancelling (not sure why they were so concerned about us confirming we were cancelling since they have a no refund policy and we purchased trip insurance ourselves). Two of the group did make it (took an alternative flight, while the other two didn't get past the storm in NYC). Fortunately for the two of us who didn't make it our trip insurance (through TravelEx) paid us back 100%, and unfortunately for the two who did make it, they endured rushed tours of places they were so excited to see (the colosseum in Rome for example), and their accommodations and dining provided through this tour company were sub-par in quality on many levels (pictures on the internet unfortunately appear much better than the reality). I wrote to this company when we returned home (after surviving 42 straight hours awake at the airports, trying to get to Italy at first, and then home when we gave up trying), they never replied. I am disgusted with their lack of concern over their customer's experiences, the lack of help with their emergency assistance personnel (what a waste of time on the phone with this very unhelpful man, who later lied to our daughter when she called them out of concern for our welfare being stuck in the airport for so long). Please read other's reviews carefully before making a decision for yourself, I wish I would have done that BEFORE we booked our dream (turned nightmare) trip to Italy. Best wishes.
View full review
Cons:
  • Very poor customer service
Reason of review:
Poor customer service

Preferred solution: provide customer service, don't leave people stranded, train your staff to actually help

3 comments
Guest

I have read a number of Gate1 reviews doing my research for a proposed holiday and I think the adage ' you get what you pay for' seems to sum up the Gate1 experience comments.

If a price seems too good to be true do your homework is my advice. So after reading many reviews I will follow my own advice and look elsewhere.

Guest

Thanks for your review. You probably saved me a headache. I will look elsewhere.

Scotty

Fairfax, VA

Gate1Travel

It is always unfortunate when winter storms effect travel plans and we do understand how disappointing this can be. While our staff does their best to provide the options available we are sorry if you felt they were not helpful. We are glad to know that you did have travel protection but certainly regret if any part of the trip did meet your traveling companions expectations.

View more comments (2)
Kayler Pfj
map-marker Fort Washington, Pennsylvania

The worst company of my life.

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Updated by user Apr 28, 2017

Stiff , unreasonable %35 - %50 penalty 2.5 months before departure

under all sold out condition. Terrible policy.

Terrible company. Terrible president and customer service.

Money is king for them not people they work for.

Original review Apr 27, 2017
Had the terrible experience with Gate 1 Travel. The worst travel company of my lifetime led by Dani Mosher Pipany as a president , Beth Feleger as supervisor ..

others... They do not care about people. The king in this company is money. I should read this review before any booking with Gate 1 Travel.

Unfortunately , I was too much relying on the human decency. "Beware of using Gate 1 Travel. First, you are required to put down a deposit which you are told is to hold services. Should you decide to cancel, you are not given the deposit back as the company will tell you that they paid a penalty for the canceled service.

This is not the case. Gate 1 banks your deposit - sometimes a year in advance of travel - and collect interest and pays NO cancellation fee to its vendors. If you are booking a tour, beware. Many times in the past, the owner, Dani Pipano is aware the tour will not be running or that MAJOR attractions advertised will not be available - however, employees are not allowed to tell the passenger instead are required to wait until just 14 days before travel to tell you that you won't get to see what you've paid for.

The logic is: you'll go anyway because you've purchased other services in conjunction w/ this trip. Ie, it will cost you too much to cancel. If you complain enough, you will get a credit for future travel. Your trip is ruined and Gate 1 thinks $50 per person toward future travel will make a difference.

The owner is currently looking for ways to cut costs - its a major campaign of his. He is downgrading hotels, cutting costs on contracts so that vendors are not as willing to cooperate and systematically letting go some of his more seasoned employees, replacing with new graduates with no background. These new employees are diligent and eager to learn - but it can be at your expense. With very low pay, you get very low commitment - this is who is booking your trip of a lifetime.

The company employees about 3-4 FULL TIME people who read complaints all day. Most are answered - however, even 2 employees at 8 hours a day.....do the math. There are a LOT of complaints. Do your homework - don't accept what it says on the website.

Don't accept hotel changes and last minute substitutions....you are getting bottom of the barrel and its not right. " I would not recommend this company to my friends of family.
View full review
Loss:
$1984
Cons:
  • Stiff 35 50 penalty 2 and a half month before departure
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

2 comments
Guest

Just returned from Puglia/Sorrento etc trip to Italy. It was the best.

Last May we did northern Italy with Perrillo. Perrillo put us in two atrocious hotels - one we had to change rooms 4x- FB theoughout the trip substandard for Italy. Skimpy lunch in Venice.(we were told Perrillo only ordered one salad now per huge table and one bottle each of red and white.

NO MORE.Gate 1 awesome hotels and food. Francesco the group escort so knowledgeable, helpful and interesting.I will not use any other than Gate 1.

Jaun Xbb

we experienced significant problems with this company too, their customer service is terrible, they do not help you when you run into problems, they just want your money, then wash their hands of you!

View more comments (1)
Anonymous

11 Days (sort of) Southern Italy

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Haven't even gone on the trip yet and already some bait and switch concerns. The trip is advertised as "11 day tour" but they count the travel days on both ends as part of tour!

Very disingenuous. Then they advertise the price - land only is $1899 but there's only one trip at that price. Trip I booked was listed at $1999 but has now gone to over $2200 even after $200 deposit. I just returned from 6 week tour thru Spain, Portugal, France, Switzerland and Italy partly using 2 tours with less cost and almost 2x the amount of time.

They also use American hotels rather than local accommodations which any monkey could plan their own trip using Hilton (boring). I leave in over 6 months and only booked with this company since my friend I'm going with wanted to use them, but I do not have great hopes of this going well....

View full review
Loss:
$1
Pros:
  • Only using them cuz my friend wants to
Cons:
  • See above comments
Reason of review:
disingenuous advertising, incorrect pricing

Preferred solution: Let the company propose a solution

1 comment
Gate1Travel

Hello,

We sincerely regret any disappointment. Please know that our travel prices fluctuate for a variety of reasons.

Additionally, as indicated on our website we list pricing for our packages as starting “from” the lowest price.

We do include a great deal of information on our website including both hotel details as well as the itinerary which reflects that travel time is included. We do so to ensure our clients have the most complete information

prior to making their final travel plans.

Anonymous

Gate1travel - Tour Review

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We booked a luxury trip to Vietnam, Cambodia and Thailand. Gate1 cancelled our trip because too few people signed up. They offered a last minute alternative date which did not work for us. We are supposed to receive a full refund but it's now over a week and no credit has been posted to our credit card. This leaves us in the unfortunate position of having to pay the bill in full and then ending up with a huge credit on our card. Gate1 was quick to take our money but they are taking their time to make things right. Our family has taken 3 enjoyable trips with Gate1 but this experience has changed our opinion. Gate1, you are losing a good customer.
View full review
Reason of review:
Problems with payment
2 comments
Gate1Travel

Hello,

We sincerely regret not being able to have you travel with us. Escorted tour packages are based upon a minimum number of participants. That said,

in regards to your refund, please either contact us with your booking details for an update or you can follow up with your credit card company as their

refund policy may vary and it can take several days for the credit to be reflected depending on your billing cycle.

Guest

Contest the charge to the credit card company! You'll avoid having to pay until the dispute is resolved (or the credit is issued.) Meanwhile, call Gate 1 every day.

View more comments (1)
Anonymous

Gate1travel - Tour Booking Review

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I am feeling incredibly concerned about the trip I booked with Gate1. After booking a Groupon I called in to complete yhe reservation flying out of an alternate city. Within 13 hours of speaking to them when I called back because I was told I needed my passport the price had risen 40% for my departure city. I was given the whole "travel prices change within minutes." Absolutely garbage. Then after finally booking the flight and the additional tours I wanted, I hung up and waited for an email with either a confirmation or an itinerary, it's been well over a week and said email has yet to arrive. I've spoken to three different reps and each one lies and tells me my email is incorrect in the system, yet somehow I've managed to get 3 different ads from them in the meantime. After contacting someone through email I have yet to hear back and it's been over 48 hours. God help anyone who needs emergency assistance. Thankfully my trip isn't until March, but this certainly does not inspire confidence. I'm planning on reaching out to them one more time, after that I will be pursuing the complaint process through both Groupon and my credit card provider because I'm beginning yo feel scammed by this atrocious customer service.
View full review
Reason of review:
Pricing issue
2 comments
Gate1Travel

Hello,

Unfortunately, airline prices do constantly fluctuate and are beyond Gate 1’s control as we do not own or operate the airlines. However, we regret if this was not explained more clearly as well as any lapse in service.

It is never our goal for a client to feel concerned about their booking.

It does seem that you have been in contact to address these issues. Please don’t hesitate to contact us should you have any other questions.

Guest

I was going to book this as well through Groupon but now I will do my own thing. Thanks

View more comments (1)
Anonymous

Do Not Use Gate 1

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Seem's we should have done our research. We have been receiving the ol' runaround since September 2016 for our upcoming February 2017 Iceland trip.

We can not make it during the date offered and we also were sold the "Cancel at anytime" insurance. Apparently the person on the other end of the phone sold us a third party insurance from TravelEx and after fee's we were told they could gladly give us about $98 bucks back. Yay, thank you Gate 1. After we called the first time they told us they understood and we could expect a refund.

We received an email stating we would not get a refund. We called again, same story but they apologized. This went on for 4 months. Now it's at the point were their fine print kicks in and it's leaning toward their favor.

They get to keep at least 90% of what was paid.

The insurance can not be refunded even though it's non-usable and Gate 1 wins again. It's a tuff lesson to learn but I suppose we have learned there will be no trip, no money and Gate 1 will keep on stealing peoples hard earned money.

View full review
Loss:
$1356
Cons:
  • Lack of follow up
  • Agent attitude
  • Customer service
Reason of review:
Poor customer service

Preferred solution: Full refund

1 comment
Gate1Travel

Hello,

We certainly regret any misunderstanding about the cancellation terms or insurance purchased.

We do understand that a supervisor has reached our to review the matter further.

Anonymous
map-marker New York, United States

Bait and Switch

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On December 22 I made a reservation for the “13 Day Chile and Argentina with Patagonia’s Glacier” trip with a single supplement and business class airfare leaving from JFK on February 1rst. I paid for the airline portion ($2.873.16) and a $300.00 deposit for the trip.

I was informed that Gate 1 needed to get confirmation from the airlines about availability on that specific date and that they would call me in the morning of the following day to confirm. I did not get a call. I called that afternoon and was informed that my trip has been cancelled because there was no availability in one of the hotels (nothing about the airlines and I was not informed when I caledl to me the reservations that there was a question about hotel availability). When I asked why none one had called me, I was told that there were “about 300 people they had to call and that I was on the list”.

Needless to say, my trip was cancelled and was not able to rebook at another time because of my schedule. There were no apologies about not having been called and they seemed rather infuriated that I was upset over the way things were handled. On Wednesday December 28, I called Gate 1 again to book the “5 Day Iceland’s Northern Lights” trip leaving on January 30th with two optional tours, for two people. I was informed when booking and on the website that “One or more of the services that you have selected may not be available” and was again informed that I would be called within three days to let me know if everything was available.

I paid the requested deposit of $400.00 and was told that I needed to pay the reminder balance on line. I also got an email informing me that I needed to pay the full balance of the trip by the 28th. I called Gate 1 twice to get information on their offer of saving 5% of the cost if I paid in cash or by check. They informed me that because the trip was just over a month away that I would not be able to take advantage of that offer.

When I pointed out that on their website it says that the check should be received “within 5 business days following the due date”, I was still informed that that explanation did not apply to me because I was too close to the departure date. I made an online payment of the full balance on that same day. I got a call the following day to inform me that there was no hotel available for the price that I have paid. I was also quickly told that there was another room available for that trip on the same hotel but that it would cost me an extra $200.00.

I told them that it seemed to be that it was a “bait and switch’ situation. That if they were telling me that I needed to pay in full in order to ensure my reservation, why are they telling me now that there is no room available at the price they advertise but at a higher price. I spoke to one of the representative on the phone and asked to speak to a supervisor, she refused to transfer me until I repeatedly requested to speak to a supervisor. The supervisor told me the same information.

I then requested to speak to her supervisor and was again told that it was not necessary. I continued to request and she hesitantly gave me the name of her manager, Ryan Devlin and told me that he was not available, I insisted once again and she told me to leave a message on his voice mail. Mar Devlin called me back and proceeded to inform me that Gate 1 buys a block of rooms at the hotel and that once that number of rooms is used, they cannot get more rooms. But that sometimes the hotel has “extra” rooms they can use.

When I asked him why the date was still available if the rooms were already used, he said again that sometimes the hotel provides extra rooms for them. I then asked why are they requesting full payment when they know they have used all their allotted rooms and are not sure if any extra rooms will be available, and why is the travel date still available on the website if they know they have sold all the rooms available. I told him that it appears to me to be a bait and switch situation because you’re telling me that the room at the advertised price, for which you requested full payment, is not available but you are quoting me a higher price at the same hotel. That to me is a bait and switch….

I asked to provide me with the room at the price that they advertised and he refused, so I cancelled, once again, my vacations plans with Gate 1.

I am really upset and frustrated at the way both reservations were handled and at Gate !’s inability to make good on their advertised product. They are advertising a product that is not available and charging you for it and then attempting to raise the price when they cannot deliver on their promise.

View full review
Reason of review:
Problem with delivery

Preferred solution: Let the company propose a solution

3 comments
Guest

You had a horrible experience with Gate 1. I feel so sorry for this.

I am a single traveler and I understand why you went with them to begin with. Numerous people I have talked to have recommended them but obviously you got the shaft and I applaud you for going the extra mile and pinning people to the wall. It didn't get you anywhere but it did get you self respect.

And you got the word out. Thank you

Gate1Travel

Hello,

We are sorry to read of your frustration. Depending on how close your departure date is, it can prove to be challenging to confirm services with suppliers.

Naturally, it is in our best interest to confirm the requested services however as we do not own or operate hotels, airlines, etc. we must wait for confirmation. If, for any reason, the service(s) are not able to be confirmed, Gate 1 will offer the best alternative, if available, which may involve a change in price.

Otherwise you will

have the option for a refund which appears was done in this case.

Guest

Yeah, you're not going to get any money back. I've been dealing with them for an Iceland trip for 5 months.

The trip hasn't even occurred and they keep giving me the run around. Lesson learned...

never book anything with this company. Hopefully they will close up shop soon.

View more comments (2)
Katilyn Rbn
map-marker Washington, District Of Columbia

Broken shoulder - not only lost the trip but the money too!

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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!

View full review
Loss:
$4000
Cons:
  • Doctors and hospital report can not postpne the trip
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Full refund

8 comments
Katilyn Rbn

Good luck with Gateone it is a terrible company! They should not be in business when they can not honor doctors report, surgery and hospital stay to postpone a poor familys long time planned trip to Vietnam!

Katilyn Rbn

Gateone is a terroble company! Their insurance is terrible too!

They wont even postpone a trip when you break a shoulder, stay in the hospital 4 nights and had a three hour long surgery! Their advice us buy the most expensive insurance so that ehen we font hrlp and pay your insurance will pay.

Never Travel W Gateone! They are money hungry and greedy!

Guest

Did you not read the contract that you agree to when you book your reservation that states:

Cancellation: Once a partial or full payment has been made, cancellations will only be accepted in writing. Email your cancellation to cancel@***.com including your reservation number, full name and date of travel.

If you do not receive an acknowledgement within 48 hours,

call 800 682-**** to ensure your information was received. Cancellation terms will be applied based on the date that the written cancellation is

received and based on the following dates prior to departure.

Cancellation fees apply to packages and/or services as indicated below. Package cancellation fees include airfare, except when Instant Purchase

Airfare is purchased. Instant Purchase Airfares are always subject to 100% penalty in which case only the remaining land package (or other airfares) will be subject to the fees below.

All reservations, except where specified: Up to 61 days prior to departure: $200 p.p. 60 to 31 days prior to departure: 50% of cost 30 to 2 days prior to departure: 90% of cost 1 day or less prior to departure: 100% of cost I have traveled 5 times with Gate 1 & I know going in that if I don't purchase travel insurance I am on the hook for the costs regardless of the reason.

I don't think it's fair to hold a company responsible for something you are informed about upfront. I don't purchase trip insurance & I know it's a gamble that I will probably eventually lose but in the long run the cost of insurance over the number of trips I take will probably even out.

Katilyn Rbn
reply icon Replying to comment of Guest-1261387

We have the insurance and a doctors report and hospital stay. No one should over write a doctors report plus hospital stay plus broken shoulder.

We did not ask for refund we asked for postponing the trip. Are you paid by Gate one to answer these type of questions. It is not a good customer service and i will not be shy not to recommend Gateone to any of my friends. Are they really working with such a small margin that they can not afford to postpone a trip for 6 weeks?

This is called bad business. I read so many other complaints About Gateone not helping customers in medical situations. I hope what happened to me will happen to you one day so that you will understand how we feel. It is hardly earned dollars, we work for it!

I just wanted to postpone it with a real medical situation. Instead of helping me they are sitting on my money. Is it fair? What goes around comes around.

I am sure they will lose a lot to of business and will go out of business one day! I pray for that!

Gateone is a terrible business, they are sitting on my hard earned dollars and no one is helping me or suggesting any constructive solution. I will not recommend Gateone to anyone I know and will write sbout them whenever I get a chance!

Katilyn Rbn
reply icon Replying to comment of Katilyn Rbn

Gate1travel is a rip off comany! Never use Gate1travel!

Never travel with rhem. No insurance

Guest
reply icon Replying to comment of Katilyn Rbn

No, I am not paid by Gate 1, I am merely a satisfied customer after 5 trips that was explaining the other side. It wasn't necessary to wish me harm!

Katilyn Rbn
reply icon Replying to comment of Guest-1261996

So that you know i have not had such a bad experience where doctors report and hospital stay is not honored. Since you like Gateone so much I wish you will have the same experience where you lose thousands of dollars and a broken shoulder and Gateone does not postpone or give your money back

Guest
reply icon Replying to comment of Katilyn Rbn

You don't understand the concept of a contract. That's what insurance is.

It doesn't matter what happened to you, what matters is what the insurance contract covers. No one looks at their coverage in detail but if you do you'll discover they did not do anything wrong.

You are being very emotional about a contractual issue. Take it to court if you think you are right.

View more comments (7)
Anonymous

Horrible Company with horrible ethics

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I've been a long time customer of Gate 1 Travel for many years, I've gone on over 10 tours with them over the last 5 years. But there's something different about the company that has happened within the last year or so. It seems to be more concentrated on profits and less on the enjoyment and personal safety of the customer. A prime example was my latest booking to Russia and the Baltics, the website indicated the price for the trip on my particular date was 3249.00. However, when my reservation was made over the telephone with a Gate 1 Travel CSR it ended up being 3449.00. After realizing the error, I tried to correct the problem directly with Gate 1. The phone bank supervisor, Caroline, handled the call in a very unprofessional manner. Stating Gate 1 can charge any price it wants and if I authorized the charge on my credit card that they would leave me stranded on the road and take my deposit. Obviously not something you want to hear from a company that is responsible for you safety halfway across the world. My advice to anyone here, would be to research the destination tour fully. Gate 1 often sub-contracts out the tours to local ( and sometimes dangerous) companies just to earn a pretty penny. Save yourself the inconvenience and dangers of traveling abroad and go with a more competent and customer friendly agency. DO NOT BOOK WITH GATE 1 and feel free to contact me if you have questions as there is so much more that was bad and that the company failed to provide. Good Luck
View full review
Loss:
$1400
Reason of review:
Poor customer service

Preferred solution: Price reduction

2 comments
Guest

COLD, CALCULATING SCAM ARTISTS.

DO NOT USE GATE 1 TRAVEL.

I reported them to the Better Business Bureau for unethical business practices.

Gate1Travel

Hello,

In regards to the pricing, please understand that costs can fluctuate for a variety of reasons. Furthermore, it seems that you were able to utilize a promotion that offered you significant savings.

That said, we certainly appreciate your continued business and regret if you experienced any lapse in service when contacting us with your concerns.

View more comments (1)
Anonymous
map-marker Houston, Texas

Can't get any worst, I hope

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2 reviews

1.0 star rating 10/14/2016

I've been a long time customer of Gate 1 Travel for many years, I've gone on over 10 tours with them over the last 5 years. But there's something different about the company that has happened within the last year or so.

It seems to be more concentrated on profits and less on the enjoyment and personal safety of the customer. A prime example was my latest booking to Russia and the Baltics, the website indicated the price for the trip on my particular date was 3249.00. However, when my reservation was made over the telephone with a Gate 1 Travel CSR it ended up being 3449.00.

After realizing the error, I tried to correct the problem directly with Gate 1. The phone bank supervisor, Caroline, handled the call in a very unprofessional manner. Stating Gate 1 can charge any price it wants and if I authorized the charge on my credit card that they would leave me stranded on the road and take my deposit.

Obviously not something you want to hear from a company that is responsible for you safety halfway across the world. My advice to anyone here, would be to research the destination tour fully. Gate 1 often sub-contracts out the tours to local ( and sometimes dangerous) companies just to earn a pretty penny. Save yourself the inconvenience and dangers of traveling abroad and go with a more competent and customer friendly agency.

View full review
Loss:
$5000
Pros:
  • Website
Cons:
  • Misleading sales
  • Threatening
  • Customer service
Reason of review:
Pricing issue

Preferred solution: Price reduction

2 comments
Guest

There seems to be a trend with this company, false pricing and unprofessional treatment from there customer service representatives.

Make sure you read their sub-par BETTER BUSINESS BUREAU reviews as well as all the NEGATIVE reviews on forums such as these before making your travel decisions.

Gate1Travel

We certainly appreciate your continued business and regret if you experienced any lapse in service when contacting us with your concerns. In regards to the pricing, please understand that costs can fluctuate for a variety of reasons.

Furthermore, it seems that you were able to utilize a promotion that offered you significant savings.

View more comments (1)
Anonymous
map-marker San Juan, San Juan Municipio

Russian River Cruise

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Although we did not expect a luxury cruise, we were not prepared for this cruise. The room was horrible. There was a bathroom the size of a closet. This room served as a toilet and shower combination. The shower curtain was filthy. The cabin door did not lock automatically but had to be locked with a key. This was a safety issue. No one told us. There was no radio, telephone, or safe. There was a common safe at the reception desk where everyone could store their belongings all together. Absolutely no Russian food served. One free drink per lunch and dinner was allowed. There was a charge for any other drink. You had to pay [rent] to play games. Overall the itinerary was very good, but fundamentals of the cruise leave much to be desired.
View full review
Pros:
  • Itinerary
Cons:
  • See previous email
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Gate1Travel

As you may know, Russian river cruise and tourism industries are relatively young. As such, we do mention that physical conditions of these ships are lesser when compared to those of Western Europe.

Nevertheless, we certainly do regret to hear of any disappointment. Please know that we will share your concerns with the appropriate departments for review and consideration for future programs.

Anonymous
map-marker Oslo, Oslo

Gate1travel - Tour Guide Review from Oslo, Oslo

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Pretty terrible. Do not go on unless you are above 55. If you want to actually experience the countries and not see them via bus, I highly discourage this. Also our tour guide, Christin, was so annoying. Every time she wanted our attention, she'd make this obnoxious horn noise. Try taking that for 10 days.
View full review
Reason of review:
Bad quality
2 comments
Guest

My husband and I were on this Scandinavia tour as well. Worse overall experience, and tour manager we have had to date on any escorted tour, including 6 prior tours with Gate 1. We were terribly disappointed to say the least.

Gate1Travel

We certainly do regret to hear of any disappointment on your recent trip or of any lapse in service from the guide. As we would like to review your concerns further please contact us via our online forms on our website and provide your reservation number and your contact information.

View more comments (1)
Anonymous
map-marker New York, New York

Customer service

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The worst customer service imaginable You never get to speak to the same agent that promised you "the world". Took your initial deposit and never wants to speak to you again. They promise you whatever you want to hear because they know that they will never speak to you again to explain why you did not receive what you were promised. Agents have no clue and tell you what they believe is the correct answer to your question
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Cons:
  • Experienced was not there the 2nd time
  • Second time booked tour
  • Will be the last
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

2 comments
Guest

I'm having the exact same problem now. Very frustrating!

Gate1Travel

Naturally, we regret any lapse in service you may have experienced with our agents. We recently divided our Reservations call center into a Sales and Service departments, so that our clients could be assisted more quickly.

We appreciate you taking the time to bring this matter to our attention and have sent your comments to our Reservations Management team. As we are concerned with what has been written if you would kindly reach out to us, via the contact us page on our website, and provide your booking details we will be happy to address your concerns.

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Abhiram Guz
map-marker Saint Petersburg, Florida

The representative refused to recognize my name or the quote (even though we had spoken many times) - acted rude and *** - what a bait and switch organization

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I am so disappointed because the tour representative has thwarted all efforts that I tried to book a tour of Europe. When I referred to the quote and the airline times she stated that "I had a different list". When I reminded her that I was reading off the list of possible air reservations that she sent to me she stated that she didn't know where I got the list. then she said that she had no record of my e mail and also that she did not know where I had gotten the quote that I was referring to (for four people to take a specific tour of Europe) and asked me to provide the "number" on my quote. There was no reference number. Beware of this company! I have never worked with such unprofessional travel planners. I am back to the beginning for planning a trip - but at least I found out before the trip. JM in Florida.
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Reason of review:
Order processing issue

Preferred solution: Let the company propose a solution

1 comment
Gate1Travel

We regret to hear of any lapse in service you may have experienced when trying to book a tour. Please feel free to contact us with your name and trip details so that we can further review and address your concerns.

Anonymous
map-marker Toronto, Ontario

Never again

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Booked a trip with Gate 1 because of a Groupon offer. This company is the biggest headache to deal with. The agents are useless. I had questions about one of my day trip excursions and they continually refused to offer any information. No matter who I spoke to, they just kept reiterating how they had no information on their end. How are they booking people on trips to which they have no details on? Completely unorganized. If anything were to happen on a trip be prepared to be left on your own to solve it. The employees at Gate 1 don't care once they have your money. I could have planned a better trip for myself without them. The few minutes of extra research I'd have to do would be well worth it to avoid the headache of contacting these uncaring service reps.
View full review
Cons:
  • Poor customer service
  • Information supplied
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

4 comments
Gate1Travel

We certainly do regret to hear of any lapse in service. Please know that we shared your feedback with our Reservation Management Team for review as we are always looking for ways to improve.

Guest
reply icon Replying to comment of Gate1Travel

I'm certain you will discuss it, do nothing about it, and continue to collect people's money as you offer terrible customer service.

Guest
reply icon Replying to comment of Gate1Travel

I'm certain you will discuss it, do nothing to rectify it, and continue to take people's money while offering terrible service.

Guest
reply icon Replying to comment of Gate1Travel

That's enough. No Gate1 business for me.

Foreign travel can sometimes be a hassle and a reputable travel/tour company is a necessity.

It's apparent the folks at Gate1 have fallen short for almost everyone. Surprised Groupon has formed an alliance with them.

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