Update by user Mar 03, 2019
See photo below for updated response.
Original review posted by user Feb 01, 2019
Did a trip to New Zealand with Gate1. Trip itself was wonderful.
Signed up for optional excursions, including a nature walk. Could not do the walk because of a pulled back muscle from having to porter our own luggage at two different hotels. Trip costs include luggage delivery to room which did not happen in two different places. Tried to get a refund for the nature walk.
Was told to file an insurance claim for medical reasons. Did not seek medical help, rest and anti-inflammatory helped the muscle pull. Told customer service that the pulled muscle was due to a lack of service (luggage porterage) by the tour itself.
Have heard nothing back after leaving numerous messages for customer service. Gate 1 is fine until there is a problem, then company does nothing to help the customer.
Product or Service Mentioned: Gate1travel Customer Care.
Reason of review: Poor customer service.
Monetary Loss: $120.
Preferred solution: Full refund.
Gate1travel Pros: Value.
Gate1travel Cons: Repeated refusal to make things right.