Gate 1 Travel

I booked the Portugal – Spain vacation as a high school graduation present for my son The trip was scheduled June - and it was purchased for the two (2) of us for over $7,with Gate TravelWith the exception of Fatima B***, Travel Director, the trip was good Fatima failed miserably in providing exceptional customer service and she failed miserably in regional cultural sensitivityOn the last night, during the farewell dinner, she proposed a Champaign toast She said, “Iny Meany My Nemo, catch a “N” (The “N” word used to describe Black People/African – Americans) by his toe; if he squeals, let him go, Eny, meeny, miney, moe.” This is the racist version of the nursery rhyme As our glasses were suspended in the air, I was in disbelief, hurt, confused, and embarrassed My son and I were the only African-Americans among phenomenal travelers The lady sitting next to me who has a bi-racial daughter said, “Did she say what I thought she said? I responded yes, she did!”
The issue wasn’t that my son and I were the only African-Americans on the trip; however, the issue was that I didn’t pay $7,000+ dollars to have a representative of Gate to disassemble my entire experience with her lack of regional cultural sensitivity The cultural insensitivity experienced caused me to have to console my son and to counsel him on the ignorance and embarrassment that was projected on him by Fatima’s remarksUpon our return, I went through the chain of command and wrote the Karina A*** Reservationist She referred the complaint to Customer Service After receiving an e-mail from Anne S*** Customer Service, I wrote and submitted the complaint One week passed and I didn’t receive any feedback, so I inquired about the status of the complaint Days went buy and they said they are still looking into it One week passed, and I requested to speak with the Customer Service Manager I received a notice from Ann with an offer of $as a goodwill gesture for us being subjected to hearing the word “N” towards a future trip within the calendar year of After receiving the e-mail from Anne, I then sent another e-mail The e-mail stated, “I requested to speak with a manager, which was not granted I will not accept $towards another trip This further adds insult to the injury!” Days went by and I received a telephone call from Caitlin S***, Customer Service Manager, telling me that they apologize and can’t take back what was said by Fatima I told her that the $goodwill gesture further adds insult to the wound She then asked me to tell her what I wanted I told her that they are a mega conglomerate company, and they needed to resolve the situation and to make it right for my son and me We didn’t ask to be insulted while traveling with Gate Travel I didn’t pay $7,000+ dollars to have my vacation ruined by Fatima B***, Travel DirectorI sent a letter along with the e-mails to Dani Pipano, President and Marty Seslow, Vice President of Sales and Marketing Over two (2) weeks went by before I received a response An e-mail was received from Caitlin S***, Customer Service Manager, pretty much re-stating was stated before There was no resolve to this issueI will not recommend this company to anyone because they failed in providing exceptional customer services from the President down Customer Service when we needed them the most You never know the potential of a company until you are met with a challenging experiences, like this oneWhat we experienced changed the course of our vacation To-date, we are still hurt and having extensive discussions on the matter Apparently, Gate Travel doesn’t provide regional cultural sensitivity training to the Travel Directors or exceptional customer service training It’s apparent to me that they are not equipped to handle or be accountable when areas, like what we experienced, are breached As a mother, I could not allow this experience to go undocumented and allowed my son to see what I wrote and the feedback received to allow him to see how some corporations can fail you, the customer, miserably as Gate Travel has failed us on so many levelsI decided not to go the legal route and to allow the public seeking reviews about Gate Travel to hear my story and to make an informed decision prior to booking with the company I have all of the e-mails and the letters sent to the Presidents to support this very toxic experienceThe question I have is how would you have handled the situation? How do you think that Gate Travel should have handled the situation? How do you think that Gate Travel should have compensated us?

Thank
you for your request for clarification
We take the subject of group harmony very seriously and obviously do not
take lightly the prospect of ejecting anyone from a tour group. We first employ
many other resources and speak with the individuals as well as other passengers
at length, which was done in this case as well
This particular situation was, based upon testimony of the tour manager,
regional manager and other tour members, erratic and in a constant state of fluctuation based upon the subject tour members
changing behavior patterns.
From the onset, Judy, the tour manager was doing
her best to manage the situation, employing Gate headquarter managers to
provide any insight. The passengers were rude from the start of the tour,
complaining about all sorts of issues from the number of passengers on the tour to the
amount of hiking, the weather, bus seat rotation, flight connections, and
more
However because there were brief periods of calm,
Judy was hopeful that her explanations would suffice and that
the complaining would subside. It did not and finally she had no choice but to
consider the removal of certain passengers from the tour
I offer the following testimony, submitted by another
tour group member, to provide enlightenment, how other tour members were affected by the troublesome group members, and why we were forced to consider ejecting those members
“There were....people who were horrible to Judy
(tour manager).... They were [names deleted], he is a bully, they started the
bad feelings and got others to join themThe of them then enlisted [names
deleted] to join in there constant belittling of Judy. [name deleted] told
Judy, no one on the tour liked her and no one was having a good time. Trust me
when I tell you, they were all trouble makers from the beginning. Then they got
[names deleted] to join in the fussing. At the farewell dinner, when Judy was
trying to speak, they were all sitting at the same table and talking very loud.
When the hotel manager (who was in the room serving wine) asked them, kindly, to
lower their voices, they went ballistic. They stood up and yelled they were
going to sue Judy, get her fired, sue the company, etc, etc, then left the
room... I don’t know what can be done about people like that, but I would not
want to be on another tour with any of them. They were horrible. As for Judy,
she remained calmer then I would have and always put on a good
face.”
I trust this information will shed additional
light on the subject. Please advise however should you require any additional
information
Sincerely,
Ilene P***

Thank
you for your request for information in regard to the above-referenced
claim
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We are sympathetic to *** ***’s
concern for travel following the Paris attacks last week. Our agents have
advised her correctly; our Terms and Conditions are a strict reflection of
our supplier agreements. Travel
insurance, always suggested at the time of reservation, it appears would have
been the best option as this set of circumstances seems to have been a covered
event
Never-the-less,
in respect for *** ***’s situation, we have taken her claim to our vendors,
who have kindly agreed to refund $780.00. This amount is a combination of
airfare and land fees. Although not 100% of her costs, we believe that our
suppliers have made a sincere offer of goodwill
We await *** ***’s agreement and will then process the above noted
refund directly
Respectfully,
Ilene P***
Senior Vice President

Last minute cancelations and no-shows carry full penalty. The only
recourse, as previously mentioned, would be a travel insurance policy, which
would provide refunds in accordance with their benefit program.
We regret that Ms*** is in disagreement with our policy, however
there is no recourse. Nor do we recognize any policies other than those
governed by contracts with our vendors
Respectfully,
Ilene P***

Thank
you for your request for information in regard to the above referenced
claim.
 
Ms. [redacted] was booked to travel by her traveling companion on November
3, 2015, for a tour departing on January 29, 2016.  All tour costs were paid by her traveling...

companion.
 
The traveling companion did travel to Peru and participated in the
program.  When we were advised that only one passenger of the reservation showed
up, we called Ms. [redacted] on January 29 to learn whether there was an issue, if perhaps she
was ill, stuck in traffic, and/or whether she intended to join the tour.  She
advised us that she was unable to depart her hometown due to severe weather, and
demanded a refund for her portion of the tour.  It should be noted that on the
day of the scheduled departure, January 29, all airports were open and all flights were operating.  
 
We explained that a refund was not possible, based upon our cancelation
terms.  In the case of a true emergency preventing travel, typically a travel
protection policy covers the financial loss.  However, to our knowledge, no
policy was purchased in this case.
 
All Gate 1 Terms and Conditions including cancelation policy are
necessarily agreed to by the passenger who reserves the program prior to making
the reservation, in this case Ms. [redacted]’ traveling companion.
 
I regret that we are unable to provide Ms. [redacted] with the requested
refund.  Our policies are strictly dictated by pre-negotiated agreements with
airlines, hotels and all suppliers.
 
Please advise if you have any additional questions.
 
Respectfully,
 
Ilene P[redacted]
Senior Vice President

Re:  Gate 1 Reservation #[redacted]
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 [redacted] prior to finalizing
her...

reservation. 
It so happened that the day that was allocated for a brief (under 45
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[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
To Whom It May ConcernDespite the Gate 1 said that it is a 45 minutes visit the school, but they should push the consumers to get gifts for the school. As it is not the charity tour. To me, I have no more energy to continue this argument with Gate 1 Travel. Gate 1 Travel should know their part of business for sightseeing tour, but not to push the consumers involve for the charity act. Now I'm oversea to deal with the lose of my mom, I have no extra energy to flight with Gate 1 Tour. I hope from now on Gate 1 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 charity. If Gate 1 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 goal.Thanks for your attention![redacted]

Re:  [redacted]   Thank you for your request for information regarding the above-referenced complaint.   This individual subscribed to receive materials from Gate 1 at the [redacted] Travel Show in 2015.  There is no history of unsubscribing until...

we did so on January 11. He has/will receive just one direct mail piece since that date, as it was already in progress, but should receive no more material going forward.   Sincerely, Ilene P[redacted] Senior Vice President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I again reject the business response.  As I mentioned in my prior responses, the Consumer Protection Law is very clear and states that in the event of changes made to a hotel, a refund is permissible.  Because this in fact did occur, even under this law, I am entitled to a full refund.  Gate 1 refuses to comply with the consumer law.  Gate 1 has now attempted to avoid complying with clearly stated Consumer Protection Law and trying to state that because they entered into a travel arrangement with someone other than me, that the arrangement should extend to me.  Ms. [redacted] should be aware that unless the person they dealt with had a Power of Attorney, they could not sign “on my behalf” without my consent and agreement to the contract and policies of Gate 1.  There was no power of attorney, and I did not ever sign any contractual agreement with Gate 1.  Her argument continues to be invalid based upon legal law protection for consumers.  The agreement is also not enforceable as I personally did not enter into an agreement with Gate 1.  I reject the response and the flawed argument, again constructed on the part of Gate 1 to avoid doing the right thing and either refunding me in full or re-booking my trip.  This appears to be a common Gate 1 practice of complete lack of customer service and flexibility to support consumers, with instead flawed arguments and desperate attempts to circumvent very clear consumer protection laws. I again am requesting a full refund or a re-booking of my trip which I already paid for in full. Thank you for your assistance,[redacted]

We have taken **. [redacted]’s claim to our vendors, who have agreed to the following compensation in this exceptional case.
 
The airline, [redacted] will provide a refund for the airfare, less a $300 cancelation fee.
 
The hotel Paris [redacted] has agreed to refund for the full three nights reserved for 18-21 November.
 
We can also refund the November 18  unused airport transfer.
 
Therefore we are able to provide additional refunds totaling $550.26 for the hotel nights plus $433.24 for the airfare and $60 transfer fee, or $1043.50.
 
Kindly advise if **. [redacted] agrees to this refund and we will process it directly.
 
Respectfully,
 
Ilene P[redacted]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 [redacted], and find that this resolution is satisfactory to me. Thank you so much for your interventions, which I believe went a long way towards settling this dispute.
Regards,
[redacted]  [redacted]

Re:  Gate 1 Reservation [redacted]If **. [redacted] will provide documentation to support her position we will be pleased to reexamine the claim.  However based upon our findings, reservation history and phone recordings, we see no basis for this claim.Sincerely,Ilene P[redacted]Senior Vice President/Gate 1

Re:  Gate 1 Reservation [redacted]/[redacted] Thank you for your request for information in regard to the above referenced claim.   **. [redacted] purchased a trip on April 4, 2017 for travel on August 10, 2017.  At the time of purchase, the Gate 1 reservations agent explained the necessity...

of obtaining the requisite passports and visas, after which the Gate 1 Terms & Conditions were sent again to Ms. [redacted] following her payment.  Those Terms include the necessity of obtaining proper government documentation for international travel.   **. [redacted] contacted Gate 1 on August 10 from the airport.  Her companion had been denied boarding for lack of correct documentation.  She asked what options were available and was advised that they could go to the respective Embassy in NYC to obtain the visa.  She was advised the airline fees, providing they could fly the following day, as well as cancelation fees should they decide not to continue with their travel plans.    **. [redacted] had apparently thought, and stated as much to the Gate 1 reservations agent, that her companion’s green card would be sufficient.  She also considered traveling alone without her companion.  Finally she decided that they would try to obtain a visa and travel the following day.   Gate 1 called **. [redacted] the following day and was informed that they chose not to travel at all and advised us to cancel all services.  Again the reservations agent advised cancelation terms and fees.  **. [redacted] was not advised that she would receive credit for any services.   Upon review, we do not find that Gate 1 acted incorrectly nor did we provide “ambiguous information”.  The reservation and subsequent services provided were strictly in accordance with our Terms & Conditions, agreed to by **. [redacted] at the time of reservation.   As this situation constitutes a last minute cancelation, service providers in accordance with contract have charged full penalty.  As such, no refund is possible.   Please advise if you should need any additional information or clarification.   Respectfully,   Ilene P[redacted]Senior Vice President

Invoice was sent to client per her request on January 15.Sincerely,Ilene P[redacted]Sr. VP Gate 1

Re:  Gate 1 Reservation [redacted]Thank you for your request for information in regard to the above-referenced claim.
Upon review of the reservation history, [redacted] was advised at the time of cancellation that the fees would be applicable towards travel within one year from the...

original travel date, and that she would need to speak with a Reservations Supervisor. Although **. [redacted] called the reservations department, she never asked to speak with a supervisor as she had been instructed. Please advise her to contact a supervisor at ###-###-#### and they will help **. [redacted] with a new reservation.
Sincerely,
Ilene P[redacted] Senior Vice President

Re:  Gate 1 Reservation [redacted]/[redacted]   Thank you for your request for information in regard to the above referenced client.   Our Customer Service representative had answered [redacted] in October 3.   Further to that correspondence, and after he has initiated a Revdex.com claim, we...

reviewed the claim.  [redacted]’s Tour Manager [redacted] has offered the following.   The group arrived to the hotel at the Dead Sea at 6.15 pm on Sunday, September 24.  They were scheduled to dine at the Italian Restaurant at 7.30 pm.  [redacted] repeated his mobile number to the passengers should any need his assistance. He helped all passengers at check in and helped hand out room keys.  He asked all passengers to identify their luggage in the lobby hall to the porters, who then sticker each piece with room number.  Alternately they were advised that if they wanted their luggage quicker, they could take it themselves.   [redacted] then left the lobby to go to his room.    At 7.05 pm [redacted] got a call from [redacted], advising that his luggage was not delivered to his room. When asked, [redacted] told [redacted] he had not identified his luggage in the lobby as instructed.  [redacted] explained that there would be no way for the porters to know which was his piece and could therefore not bring it to his room.  [redacted] then offered to check with the reception staff, concierge and bus driver to be sure the bag was offloaded.  The piece was found in the hotel and [redacted] confirmed with [redacted] that it had been delivered.   [redacted] then proceeded to meet the group for dinner.  [redacted] approached [redacted], clearly upset over having to wait for his luggage.  [redacted] explained again the procedure, politely and respectfully.   With regard to the food at lunch and dinner, [redacted] noticed nothing wrong, neither did any of the other passengers.  He only received excellent comments from other guests.  On the following day, Monday, the last day of the tour, [redacted] accompanied passengers on an optional tour.  No mention was made of any food illness and no guests were apparently ill.   It is regrettable that [redacted] fell ill, however he did have [redacted]’s mobile phone number as well as the Gate 1 emergency number.  Any of the staff would have been pleased to offer the maximum assistance had he phoned.   In conclusion, and upon further review of his claim, we find no basis for [redacted]’s demands.   Respectfully,   Ilene P[redacted] Senior Vice President

Thank you for your request for information in regard to the
above-referenced claim, Gate 1 reservation #[redacted].
 
After making the original reservation and paying for non-refundable
services for herself and another guest, [redacted] asked to change her
companion to another guest. 
 
Per airline rules, which she was made aware of at the time of reservation,
passenger changes require a full cancelation and rebooking.  We offer insurance
to defray those costs, however [redacted] chose not to purchase a policy and
rather to absorb any subsequent fees if changes were made.
 
[redacted] was clearly displeased to hear that the change would incur
cancelation fees.  Our reservations department has worked diligently to find the best solution for [redacted] and as of yesterday afternoon she was considering her options.
 
We, Gate 1 have advised [redacted] the costs to make the change, and
have additionally offered to waive a significant part of land change costs to
ease her burden.  Ultimately supplier costs are out of our hands. 
 
I trust this serves to explain the situation.  Should you have any
remaining concerns or questions, please contact me.
 
Respectfully,
 
[redacted]
Senior Vice President
Gate  1
[email protected]

---------- Forwarded message ----------From: [redacted]<[redacted]@[redacted].com>Date: Tue, Apr 19, 2016 at 7:51 PMSubject: Complaint resolvedTo: "[email protected]" <[email protected]>I filed a complaint against Gate 1 Travel today.  They already called me and satisfied my...

complaint. Please show my complaint resolved.Thank you,[redacted]

Re:  Gate 1 Reservation [redacted]Thank you for your request for information in regard to the above referenced reservation.Please understand that referral credits valued at $100 can be held to use when there is no other promotion. Alternately they can be used in a...

reduced amount of $50 with a promotion.  [redacted]'s credit was added to this booking as a $50 credit and refunded to her credit card, as the booking was paid in full. She was advised that the credit would be reduced and utilized. It was completed on Jan 29.   All appears that to have been taken care of.Respectfully,Ilene P[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:Clearly we are at a moot point. After hitting purchase, the price was raised beyond what was advertised. After purchasing at the elevated price, it was discovered the original package was not entirely delivered as advertised. The invoice was deleted online after cancelling and I have provided all documentation on my end. There has been no documentation on Gate 1's side to show that it was indeed present upon delivery, and at this point would be also a moot point since if it was there it probably would have been furnished previously to justify their claim. There was no immediate action to provide myself or travel partner with any sort of assistance or refund until after several calls/elevation. While this offer after the fact was very much appreciated, it still does not rectify the fact that this was not as delivered. I would appreciate the Revdex.com to advise where to go from here.
Regards,
[redacted]