Gate 1 Travel

Re: Gate Travel Reservation # ***/***
Thank
you for your request for information in regard to the above referenced
claim
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*** *** attempted to reserve a trip to Ireland directly online, but
during the booking process tried to change dates, and the system forced him to
begin again. He failed to reserve the car and the hotels were on request,
meaning that our allotment was full and we needed to request more space from the
hotel.
During the process of requesting and awaiting hotel confirmations, and as
there was no payment, the airfare expired
Once we received hotel confirmations, our Reservations Supervisor contacted
*** ***. We reinstated the reservation however necessarily had to rebook the
air flights. The flights were now available in a higher class of service and
price. When this happens Gate offers the option cancel and refund all money
in full. It is certainly not the fault of the client if there is no space at
the advertised rate available on the requested date. There is absolutely no
obligation for the client to accept a higher rate.
We will still abide by our policy and cancel his planned trip with no
penalty. If we are notified of his decision to cancel by this coming Friday,
January 29, 2016, we will refund him in full for land and air services. After
that date, vendor penalties will be incurred in accordance with our Terms, and
we will understand that *** ***s intends to travel as planned
Please advise should you have any additional concerns or questions. We
look forward to *** ***s decision
Respectfully,
Ilene P***
Senior Vice President

Thank you for your request for information in regard to this claim, Gate Reservation ***/***Since receiving this claim letter, our reservations staff has been working with the customer and arrived at an equitable solution. They have canceled their trip and will rebook at a
later date.Please advise if you or the claimant require any additional informationSincerely,
Ilene P***
Senior Vice President

Re:
Gate Reservation ***/***
Thank
you for your request for information in regard to the above referenced
claim
It
is not true that we knew in advance that the sailing the ***s were
scheduled to take would be affected by the Danube water
level. Water levels
fluctuate throughout the season and as we note in our Terms & Conditions and
tour information, may impact any sailing. Contingency plan includes part or all
of the itinerary being operated by motor coach and utilizing hotels for
accommodation as neededGate is not obliged to provide any monetary
compensation in those instances
When
it became apparent that this sailing would be impacted by the Danube’s low water
level, all clients were offered the opportunity to leave the ship, and accept a
refund equal to the value of the number of days that the ship could not sail,
$per person per day. Please note that this offer was, as mentioned in
the previous paragraph, above and beyond our contracted Terms. The ***s
denied this option and chose to continue with the tour, utilizing motor coaches
and hotels as necessary
The
***s did purchase an upgraded cabin on the ship. However because the
hotels were unable to provide similar upgraded rooms, we agreed to refund the
equivalent difference in cost, or $
The
***s were also given a future cruise credit of $per
person
In
review we find no basis for additional compensation
Respectfully,
Ilene
P***
Senior
Vice President

Revdex.com: I must note that Gatehas yet changed their story again - "referral credits valued at $can be held to use when there is no other promotionAlternately they can be used in a reduced amount of $with a promotion." That was not what I was told previously. At the time I earned the credit, Gatewas giving out $credit. I have tried to use it on previous trips but was told I could not combine with other discounts/promotions. I was told they have since changed the credit to only $and therefore I can only claim $now. I was told twice by two different agents. When I didn't see the credit applied even when told twice it would be, the third time I called I was told I cannot use the credit at all. Hence why I had paid my balance in full when it was due. Gatecannot keep their story straight. And their agents gives out different/contradicting information. It is very deceitful to have all these hidden rules and restrictions which change randomly at their discretion. I have reviewed the response made by the business in reference to complaint ID ***, and I will accept the $refund. It is better than nothing. Regards, *** **

Re: Gate Reservation #***/***
Thank you for your request for information in regard to the above
referenced claim
Upon review, we provided the full sightseeing itinerary per the posted
information on our website and that was
provided to *** *** prior to finalizing
her reservation.
It so happened that the day that was allocated for a brief (under
minutes) visit to the school, it was a national holiday and therefore the school
was closed
I can assure you that no scheduled activities were omitted from the
itinerary, and therefore we do not find that any compensation is in order
Please advise if we can provide any further information or
clarification
Thank you & kind regards,
Ilene P***

Re: ***/*** Thank you for your request for information in regard to the above referenced claim We apologize for any inconvenience. A computer air glitch caused the recurrent air-related e-messages and has now been fixed. *** *** should receive no further
e-mails with regard to this issue Respectfully, Ilene P*** SrVP

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Gate compensated us with the hotel because of the flight changeWe lost a day from days to days therefore there should be a price reduction on our tour price as well
Regards,
*** ***

Kindly send the client's name and Gate reservation number so that we may find the applicable reservation and investigate the matter.Thank you,Ilene P***Sr VP

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Re: Gate Reservation ***/***Thank you for your request for information in regard to the above referenced claim.Upon checking our records, the claimant is correct that we did issue a promotion after she reserved her trip. It was done on July and *** claims she saw the ad
on July 2. This was not possible. Never-the-less, and as we believe she may have been mistaken about the date that she saw the advertisement and called Gate 1, we will abide by our terms in such a case.Our policy is to offer the difference between the price the customer paid and the new sale price (land portion only) in the form of a future travel credit, valid for monthsThe credit may be used towards the purchase of any Gate escorted, guided or cruise package.*** is asking for a refund of the $470, however we are only able, in respect for our policy, to offer the $in the form of a travel credit.Please advise if *** is in agreement and we will process the refund to her account.Respectfully,Ilene P***Senior Vice President

Re: Gate Reservation ***/***
I understand ***’s dissatisfaction, however as there is no question
to us in his message, we have no response. We wish the ***s a happy holiday
season and new yearIlene P***
Senior VP

Re: Gate Reservation***/***I understand from the customer that the issue has since been resolved. Please advise if you require any further information.Thank you,Ilene P***Senior Vice President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response due to the following email correspondences which explain our disappointment with Gate in more detailTo all readers, this holiday cost on average $7,US dollars including air and hotel for days of which full days are for travelOn December 1, 2014, we responded to Gate with the following:
Dear Christine:
On behalf of the group, we are all disappointed with your response and offerWe believe GATE should take more responsibility for their errors as this was advertised as an "Escorted Tour"We have explained in great detail our disappointments and dissatisfaction with GATE Many of the comments are insulting and some are incorrectI would encourage you to review our complaints with your senior managementWe expect to receive a fair cash reimbursement.
Sincerely,
The Group
Additionally, on December 3, 2014, the group responded to the Gate email offer with the following:
From the outset of our difficulties the response of you customer service staff a has been a classic example of "blaming the victim"My wife (name deleted) is the person who on all of our behaves originally called your Pennsylvania office from the *** *** in BotswanaThe first person she spoke to blamed us for not understanding what the tour was all aboutObviously all sixteen of us must have misunderstoodNot satisfied with that answer my wife requested a supervisor who never called her back and that is when you were informed and entered the pictureI will speak to only a couple of "factual" issues and leave other comments to other folksMy wife and I were routed through Dakar, Senegal on October 5thWhile we did not leave the plane well over a hundred people probably boarded in DakarLater on October 6th at the immigration point of entry in Victoria Falls, Zimbabwe we saw the ebola warning sign for countries in West Africa effected by the outbreakSenegal had been added to the list by hand! Victoria Falls was the scene of the THREE HOUR IMMIGRATION DELAY! We later saw the same sign, including Senegal, upon entry into BotswanaI now wish I had taken a picture of the sign but we didn't want to alarm our fellow travelersWe feel your organization knowing of the outbreak should have proactively rerouted usThe World Health Organization lifted the ebola alert for Senegal on October 17thYou can look it up as obviously you didn't before your first response!
Please get serious with us about all of the difficulties that all sixteen of us encountered or face the consequences in the courts of public opinion and social mediaRespectfully,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
To Whom It May Concern
Despite the Gate said that it is a minutes visit the school, but they should push the consumers to get gifts for the schoolAs it is not the charity tourTo me, I have no more energy to continue this argument with Gate TravelGate Travel should know their part of business for sightseeing tour, but not to push the consumers involve for the charity actNow I'm oversea to deal with the lose of my mom, I have no extra energy to flight with Gate TourI hope from now on Gate Tour should know their position of the main goal for sightseeing tour for the consumers, but not to push and waste the consumer's time and money for charityIf Gate Travel feel that charity is their goal, they shold donate money and spend time with the school directly but not use the consumer to reach the charity goalThanks for your attention!
*** ***

I have been on five Gatetours in the past four years: 1) Croatia/Slovenia/Venice, 2) Ecuador, 3) Peru, 4) Brazil/Argentina and 5) France I have traveled with my children and with my mother who is in her seventiesWe have only had marvelous trips The hotels have been clean and safe and in great locations The prices are always reasonable (cheaper than you could do by yourself), the buses have been comfortable and new, the guides are always professional and the itineraries are wonderful Many of the people on the tours are repeat customers Am already planning my sixth tripNo complaints at all

Re: Gate Reservation ***/*** Thank you for your request for information in regard to the above referenced claim. On the last day of their journey, departing Namibia, their flight was delayed due to a mechanical issue. The clients were understandably concerned as
they believed they would miss their connection flight in Johannesburg. They left the group to find alternate solutions with *** ***. However after standing in the *** *** line without resolution, they should have heeded their instructions and contacted Gate to intervene. *** *** cannot assist with their subsequent flights on different carriers. Only Gate 1, who issued their tickets can do so. As it turned out, they could have made their original international flight on time had they stayed with the group and flown on the original (delayed) flight. Gate could have confirmed that had they called. Upon review we find no basis for compensation in this case, as it was an avoidable situation. Respectfully, Ilene P***Senior Vice President

We have taken ***’s claim to our vendors, who have agreed to the following compensation in this exceptional case. The airline, *** *** will provide a refund for the airfare, less a $cancelation fee. The hotel Paris *** *** *** *** has agreed to refund for the full three nights reserved for 18-November. We can also refund the November 18 unused airport transfer. Therefore we are able to provide additional refunds totaling $for the hotel nights plus $for the airfare and $transfer fee, or $1043.50. Kindly advise if *** agrees to this refund and we will process it directly. Respectfully, Ilene P***Senior Vice President

Gate Reservation ***/***The credit has been applied to ***'s account. She can easily view the credit in her account. The amount will automatically be applied to her next applicable reservation.Thank you & kind regards,Ilene P***

Re: Gate Reservation ***/*** Solutions were offered to ***, above and beyond Gate cancelation termsWe offered to refund the usually non-refundable deposit, $We negotiated with the airline for the reuse of her tickets for a rebooking fee (fee dictated by the carrier, not Gate 1)These remedies would make *** nearly whole financiallyWe reject the notion that Gate was in any way at fault for reasons noted in previous correspondenceRespectfully, Ilene P***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
This response from Gate is as un-ennobled, as are the individuals representing this company!!!Again have a very Merry Christmas and Happy New Year!
Regards,
*** ***