I booked an April escorted trip to Machu Picchu (Peru) with Gate 1 Travel, and paid in full early. Gate 1 stated on my account page that they would email me the travel documents by a certain date.

They somehow changed that original document delivery date to a later date. After that time passed, they still didn't send me the documents. Thus, I called and the rep Tim promised to send in 24 hours, but I still didn't receive anything. I called again, rep Greg said he would let me know shortly, but never heard back from him.

Very upset at Gate 1 reps' pattern of unprofessionalism and broken promises, I emailed them stating that if they don't respond, I will file complaints with government offices. I called them again, and the rep Michael M. condescendingly lied that they didn't promise to send the documents by a certain date, and that there was no indication in my Gate 1 account about the document delivery date, which was a blatant lie and insult (basically arrogantly accused me of I lying about the delivery date). Their written policy stated the delivery date is 21 days prior to tour.

(My tour starts in less than two weeks.) I said I took a screenshot of the webpage. I asked to speak to his manager; he sounded reluctant, put me on hold for sometime, then said his manager said the document will be sent on March 26 (yesterday). I have not received anything, more lies and delays. Michael M.

said he has many managers, so it was strange that he couldn't find any of them for me to speak with directly. The trip is in less than two weeks, but I don’t have any travel documents such as airline confirmations, hotels, etc. Something is wrong with this constant delays and lies... Definitely NOT trustworthy customer service.

Gate 1 Travel is intentionally lying and causing unabated emotional distress. I was excited about the trip, now I'm worried that Gate 1 will ruin it, if I ever get to go at this rate...

I'm looking into filling complaints with government agencies.

Product or Service Mentioned: Gate1travel Tour.

Reason of review: Poor customer service.

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I have traveled with Gate1 many times and so far everything was always to our liking!

What I do not understand is this...

The tour guides in every country we have traveled with them are the most professional

people u will meet...

The people Gate1 uses in their main office back in the USA are rude...unfriendly and so not helpful!

Come on Gate1 managers and CEO's....when will u listen to the travelers and their complaints about that issue?!


We certainly regret if you experienced any lapse in service. Naturally, our goal is to surpass your expectations in each and every way.

Feedback from our clients is one of our best resources in improving our services. As such, please don’t hesitate to contact us directly to provide

us with some details about your specific concerns


I'm experiencing the same thing now I talked with Olfa at Gate 1 right after I bought this trip thru groupon . Now their lying and saying they never spoke with me because they were supposed to send me a confirmation by email and never did .

3 months till my trip and they will not offer the groupon price for the same dates I spoke with Olfa and paid in full,for . I am pissed and trying to get to the bottom of this as they are trying to give me the run around !!!!!!


We are glad to know that a supervisor has been in contact with you to resolve this matter as quickly as possible. Additionally, we see that your invoice has already been sent. Enjoy your trip!


We certainly regret any lapse in service with providing your documents. Please don't hesitate to contact us by phone to review your concerns with a supervisor. You may also send us an email with your reservation number and we will review as soon as possible.

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