Gate 1 Travel

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Complaint: ***
I am rejecting this response because:
The explanation of the "expulsion" doesn't address our concerns and repeats generic meaningless answers given by MsP*** earlier First, there was no "disruptive" behavior on the part of passengers The passengers in question made complaints to the tour guide in a polite way and those complaints were not addressed properly The explanation offered by MsP*** suggests that four unrelated pairs of well-travelled and well-educated passengers suddenly and independently decided to engage in "disruptive" behavior MsP***'s answer doesn't also explain the tour guides rude and unprofessional behavior when she told some of the "expelled" passengers about her decision Second, the tour guide's decision was reversed by her supervisor after a longer phone conversation with a few members of the "expelled" group Why was the tour guide's decision reversed? The tour guide's supervisor informed us that in his ten years of work for Gate Travel, passengers were expelled He was clearly surprised by the large number of "disruptive" passengers, a group that included two retired teachers, two retired sales professionals, two college professors, a nurse and her 12-year old sonIn sum, MsP***'s answer doesn't properly answer any of our questions and doesn't explain (a) why was the group of eight expelled and (b) why was the decision of the tour guide reversed
Regards,
*** ***

After re-checking with the tour manager, I am assured that she never stated
that the road was closed due to guard rail construction. This is not to say
that there were no guard rail repairs ongoing at the time of their visit,
however the tour manager never made that statement. I remind *** that
Gate Terms & Conditions, with reference to issues beyond our
control, includes the following statement.
“Without limitation, Gate is not responsible for any injury, loss, or
damage to person or property, death, delay or inconvenience in connection with
the provision of any goods or services occasioned by or resulting from, but not
limited to, acts of God, acts of government, force majeure, acts of war or civil
unrest, insurrection or revolt, strikes or other labor activities, criminal or
terrorist activities of any kind, or the threat thereof, overbooking or
downgrading of accommodations, structural or other defective conditions in
hotels or other lodging facilities, mechanical or other failure of airplanes or
other means of transportation or for any failure of any transportation mechanism
to arrive or depart timely or safely, dangers associated with or bites from
animals, pests or insects, marine life or vegetation of any sort, dangers
incident to recreational activities such as swimming, kayaking, sailing,
canoeing, rafting, hiking, walking, bicycling, etc., sanitation problems, food
poisoning, lack of access to or quality of medical care, difficulty in
evacuation in case of a medical or other emergency, illness, epidemics or the
threat thereof or for any other cause beyond the direct control of Gate 1.”
With regard to the tour manager, I did state the following in my original
response to **and ***
“Your tour manager, Judy is a veteran tour guide with a good deal of
experience. Her ratings from previous tours and even the tour that you
participated, were overwhelmingly excellent. There can of course be a case of a
personality conflict, which we find, albeit rarely. Judy, as previously stated,
is experienced in the Canadian itinerary you traveled. Again, we judge a tour
manager’s ability based upon a number of criteria, not the least of which are
the ratings and evaluations of other guests, and hers were largely
positive
Seat rotation is standard on every Gate escorted tour. This enables all
passengers the opportunity to sit in the front, middle and back of the coach, a
system our guests find equitable. Once the rotation basis is set at the start
of the tour, some clients choose their seats in the middle or back, leaving the
front seats for other guests.”
As for the disruptive behavior by select tour participants, aside from the
report submitted by the tour manager, we also received comments and feedback
from other passengers. In accordance with instructions given to tour managers
and supported by our Terms & Conditions, the group’s overall harmony takes
precedence over any individuals on the tour, and it is the tour manager’s job to
maintain that group harmony, even if it requires the removal of anyone deemed to
be disruptive to the group’s harmony. We, nor the tour managers, take this
lightly, and before making the decision to remove anyone from a group tour
always invoke the Gate head office for their input.
Respectfully,
Ilene P***
Senior Vice President

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Complaint: ***
I am rejecting this response because: Once again the reply from Gate is disturbing and upsetting because it is inaccurate and does not address our concerns. The tour manager absolutely told us that the Road to the Sun could not be open until the guard rails were put back up and that this was done every year. How else would we have known about the guard rails unless she told us? There was no lack of harmony within the tour group. The tour members got along really well and there were no conflicts or confrontations between members that we were aware of. We enjoyed interacting with the people on the tour.
We did not understand then nor do we understand now why we were being thrown
off the tour We have repeatedly stated that the tour manger NEVER told us that we were being thrown off the tour, and no one at Gate has ever given us any reason let alone a valid explanation for this bizarre action by the tour manager. Gate has also never addressed the fact that the tour manager touched me inappropriately three times in front of witnesses Gate is obviously not concerned with customer satisfaction and is not at all willing to reasonably resolve
Regards,
*** ***

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Complaint: ***
I am rejecting this response because: I didn't cancel under circumstances, I canceled because the country that I was going to suffered a terrorist attack. On top of that, they're still under high terrorist alert, It's only natural to feel insecure under those circumstances. The fact that I didn't take the insurance does not justify the decision of Gate 1, who regardless of the situation wants to collect the whole money for a service that they didn't provide. And, yes I understand that fees would apply for the cancellation, this is why I was willing to lose at least 50% of the whole amount I paid. Gate is even denying me the opportunity to obtain a credit voucher or make arrangements with *** *** for future travel, and this is because they control the full package, which includes the airline ticket. I learned through the news and later contacting *** *** that they are facilitating these options for passengers traveling to France, however, I was unable to do that because I booked the ticket with Gate 1.
Gate claims that the tickets are non refundable, but I know what non-refundable means, it means that you cannot get the money back, but you can obtain credit for future travel with the applicable difference of price at the time of travel along with the corresponding cancellation fee. And, regarding hotel reservations, I know that I'm only entitled to pay for the "no show" charge, which equals to night stay (per hotel), how much that represents from the $3,I paid? Only Gate knows, and they won't tell to anyone, we tried to get that information with my credit card but they didn't want to provide. In case they haven't seen the news I'm not the only person cancelling trips to France, I learned this when I called *** to cancel the additional tour packages I took for my trip, and by the way I got full refund from them because they understood the situationAs a consumer, my experience with Gate is very poor. I hope they reconsider and end up doing the right thing.
Thanks & Regards,
*** ***

Re: Gate Reservation ***/*** I thank *** for his comments and assure him that our Product team has been advised and will take them into consideration when choosing product for the coming seasons. In regard to the category of the ship, Gate does its own assessment and grades accordingly. We found it at the time of inspection nearer to 4* in quality and did not agree with the ship’s 5* rating. I believe we did all we could for the ***s on the ship under the circumstances and in respect for what was reported onboard to the tour manager. We regret ***’s disappointment in the level of service on the ship, and although we find no basis for refund, we would like to offer him a goodwill credit of $per person which may be applied towards his next Gate escorted programThere is no expiration date. However we ask that he refer to this correspondence at the time of reservation to ensure the proper credit is applied. Sincerely,Ilene P***

Re: Gate Reservation ***/*** Thank you for your request for information in regard to the above referenced claim As the client has mentioned that they were told that they would need no visa, we listened to recorded phone history. On April 19, the client asked
whether a resident of the USA traveling to Dubai would require a visa. The Gate representative responded that no additional documentation would be required. At no time was any question asked regarding npassport holders. As had been previously explained to the client, although we are strictly bound by pre-negotiated vendor agreements, we did approach ours and were successful in obtaining a credit in the amount of $1,($per person) to use towards the same trip within the year minus a cancellation fee of $per person Additionally *** Airlines agreed to allow the reuse of the ticket value, less cancellation fees of $per person. The credit is valid until April 16, 2017, which means that travel must be completed by April 16, We advised the client dates of future applicable trips. Should you have further questions or concerns please don't hesitate to contact usSincerely, Ilene P*** Senior Vice President

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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,
*** ***

Gate Reservation ***/*** Thank you for your request for information in regard to the above referenced claim Upon review of the booking history we find that the reservation was made by the client directly online on March 13, for a travel departure date of October 9,
2016. *** agreed to our Terms & Conditions and applied payment *** phoned our office on June 23, to advise us that her traveling companion was having difficulty obtaining a passport and requested a refund. Our reservations agent explained that the airline tickets were highly discounted and non-refundable, and in accordance with the afore-mentioned Terms & Conditions, we would be unable to provide the requested refund. We did offer to allow *** to use her non-refundable deposit ($per person) towards another tour for a nominal fee of $50. We attempted to reach her on several occasions to discuss options but she has never returned our calls As Gate is bound by pre-negotiated supplier agreements, I regret we are unable to provide the refund *** is seeking. Please note that the airline tickets are still viable should *** and her companion find they are able to travel as originally planned Please advise if you require any further information Respectfully, Ilene P*** Senior Vice President Gate Travel

Re: Gate Reservation ***/*** Thank you for your request for information regarding the above referenced claim Upon review of this booking history, the airfare can be removed per the client’s request, resulting in a $
reduction. The promotion of $would still be applicable We are awaiting a reply from the passengers to advise us how to proceed Respectfully, Ilene P*** Senior Vice President

Re:
Gate Reservation ***/***
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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

Thank you for your request for information in regard to this claim. Below you can find
our response to **and ***’s claim in July.
I would add that as group harmony is the prime focus of an escorted
tour, tour
managers do have the right, in accordance with our Terms &
Conditions, to remove any individuals deemed incompatible or disruptive to the
group. It was beginning to appear that this was the case and the tour manager
did mention it to the passengers. Fortunately it did not become
necessary
Also, per our Terms & Conditions and standard to the travel industry,
it is understood that due to any number of reasons, often certain sites and
access roads are inaccessible on any given tour. Gate has no control over
those factors. In this case, weather played a role and access to the *** ***
was impossible due to rain and road conditions. We did provide as a goodwill
gesture visits to alternate sites
I believe the balance of the client’s claims are clearly answered in my
July letter, which you can see below
We are pleased to answer any additional questions or concerns you may
have
Respectfully,
Ilene P***
Senior Vice President
Thursday, July 17, 9:
AMDear **and ***,Thank you for your patience as we
reviewed and researched your commentsI wish to start by saying that we were
sorry to read of your dissatisfactionBelow please find our answers to each of
of your concerns.It seems that several of your concerns were due to
faulty expectations, and this may have set the stage for a less than pleasant
experience.With regard to the number of passengers on the tour bus, we
did check booking history and phone records and found no reference to advising
you that there would be a specific number of passengersIt is impossible to
state precisely how many passengers will be on any given tour, as there are
often last minute bookings and/or cancelationsYour tour manager, Judy
is a veteran tour guide with a good deal of experienceHer ratings from
previous tours and even the tour that you participated, were overwhelmingly
excellentThere can of course be a case of a personality conflict, which we
find, albeit rarelyJudy, as previously stated, is experienced in the Canadian
itinerary you traveledAgain, we judge a tour manager’s ability based upon a
number of criteria, not the least of which are the ratings and evaluations of
other guests, and hers were largely positive.Seat rotation is standard
on every Gate escorted tourThis enables all passengers the opportunity to
sit in the front, middle and back of the coach, a system our guests find
equitableOnce the rotation basis is set at the start of the tour, some clients
choose their seats in the middle or back, leaving the front seats for other
guests.With regard to meals on tour, we have received very good reports
I regret that dinner at the *** Inn was not to your likingJudy did relay
your special request to the kitchen and the manager Nick came to speak with you
immediatelyI am sure the Inn regrets your dissatisfaction that evening
Hotel bedrooms are considered run-of-house and, unless otherwise
reserved or requested, are twin or double beddedSpecial requests like king or
queen beds are relayed to the hotel, however final decisions are at the hotel
management’s discretion and based upon availabilityI am pleased to learn that
for the most part your request was honored.Weather played a role in your
tourAccess to the *** *** was not possible due to the heavy rains and icy
road conditions during your visitIt is always regrettable when a site must be
omitted due to weather, traffic or any other conditions beyond our controlAs a
goodwill gesture, we did add complimentary visits to the Spiral Tunnels after
lunch at Lake Louise and Athabasca FallsAgain, we sincerely regret any
dissatisfaction you experienced, and although your experience was not equal to
others on the tour, we do look forward to seeing you on future Gate holidays
We hope that you will accept and utilize our goodwill credit of $per person
which may be applied to any new escorted tour reservationPlease refer to this
correspondence at the time of reservation to ensure the proper credit is
applied.Respectfully, Ilene P***Senior Vice
President
Ilene
P***Senior Vice President***ph: ###-###-####,
Ext ***fx: ###-###-####GATE 1More of The World For Less!Become a fan:
www.***.com/gate1travelFollow
us: www.***.com/gate1travel

My reservation number is ***Let me know if you need anything else
Regards,
*** *** & *** *** ***

Re: Gate Reservation ***/***
Thank you for your request for information in regard to the above referenced claimUpon 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 creditPlease advise if *** is in agreement and we will process the refund to her accountRespectfully,
Ilene P***
Senior Vice President

Gate Reservation 979460/***
Thank you for your request for information in regard to the above
referenced claim
This reservation was made on ***’s behalf by her travel agent,
who agreed to Gate 1’s Terms & Conditions, including cancelation
policies
We are sympathetic to ***’s concern for travel following the
Paris attacks last week, however are subject to supplier agreements, which are
the basis for our Terms and and policies. This was explained to *** and her travel agent on numerous occasions and by various Gate agents and supervisors.
Please note that all clients are offered travel protection at the time of
booking. *** denied insurance coverage, which would likely have
covered her cancelation fees under the circumstances noted
I regret that we cannot provide *** her requested compensation.
A refund in accordance with our Terms will be processed as agreed upon
Respectfully,
Ilene P***
Senior Vice President

[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,
*** ***

Dear 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 I have contacted the merchant and the changes and refunds have taken effect as of this afternoon. I greatly appreciate your assistance in opening lines of communication with the merchantPlease let me know if you have any questions or need any follinformation.
Regards,
*** ***

The refund was processed by check on January 9.Thank you & kind regards,Ilene P***

Re: Gate Reservation ***/*** Thank you for your request for information in regard to the above referenced claim We have responded to ***, reminding her that the policy she purchased, Cancel For Any Reason, allows the passenger to cancel their tour up to hours
before a scheduled departure for any reason and receive a credit equal to the full cost of the Gate travel arrangements, less the cost of deposit(s), late/amendment fees, and insurance premium costAny benefit payable under the Gate Cancellation Waiver are reduced by the amount of any cancellation benefits paid or payable by the Gate Travel Protection Plan or any other insurance plan providing Trip Cancellation benefitsCredit is issued in the form of travel certificates, applicable for a period of one year from the original date of bookingIn the event that instant purchase airfare was purchased in conjunction with the original tour program, the passenger must travel within one year of the original date of bookingCertificates have no cash value and may be used only for travel to the originally booked destination, using the same carrier, same hotels and same tour packagePrice adjustments will be made at the time of the new reservationShould the price decrease, they will receive a credit for the differenceShould the price increase, they will be invoiced for the balanceGate processed the cancellation in accordance with these termsI regret that we will be unable to provide *** the refund requestedRespectfully, Ilene P***

Re: Gate Reservation ***/***
Thank you for your request for information in regard to the
above-referenced claim
We regret the difficulties experienced by *** *** *** with regard to
her expired passportGate 1 requires all passengers to be aware of the
proper
government documentation required for travel to any destination.
Never-the-less, we did approach the carrier for their leniency in this
case. They will allow us to refund the cost of the airline ticket, $770.51.
The land portion is not refundable, as the hotel was utilized by *** ***’
traveling companion
Please advise us whether *** *** is willing to accept the $as full
settlement of her claim and we will process the refund
Respectfully,
Ilene P***
Senior Vice President

Re: Gate Reservation ***/***
Thank you for your request for information in regard to the
above-referenced claim
The ***’s cancelation was processed in accordance with our Terms &
Conditions and cancelation policy, with respect for the date of travel (May
2016). The $per person deposit is non-refundable, as noted in our Terms and
as advised at the time the reservation was made
No suppliers are waiving fees for travel in May, 2016.
However Gate will make an exception in this case in respect for our
valued customer relationship and offer half of the fees back to the
***s, $
Once we receive their agreement to our offer of compensation, we will
process the refund directly
Respectfully,
Ilene P***
Senior Vice President