Gate 1 Travel

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 Complaint: [redacted]
I am rejecting this response because:the provider is being unreasonable. I have previously stated my fiancé was not able to obtain a passport and we will therefore not be able to use the airline tickets. I notified them well in advance and became unresponsive to their calls because their customer service agents were rude and offensive. I didn't appreciate their comment that "even if you had cancer we wouldn't be able to give you a refund". At this point, we are unable to take a honeymoon and I believe we deserve a refund. Their stringent policies should be more accommodating for people in situations that prevent them from traveling (I.e cancer, not able to obtain valid passport, etc.).I will not be traveling this weekend and I would like a refund since we did not use their services.
Regards,
Jessica B[redacted]

It can take several days to two weeks to process refunds.  The checks ($100 each to [redacted] and [redacted]) have been issued and will be mailed no later than Monday December 21.Thank you

We remind [redacted] that our policies strictly reflect our vendors policies.  We provided the maximum possible lenience. 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:Gate 1 offered false information when I called to secure my travel plans. What I was promised, in terms of penalty and the ability to receive credit for travel, was ultimately denied. Such customer service and business transactions should never be allowed. Gate 1 has a responsibility to offer me credit for travel. If I have to seek legal counsel to ensure Gate 1 upholds its agreement and recognizes its fault, then I will. 
Regards,
[redacted]

[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. 
Regards,
[redacted]

[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. 
Regards,
[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: GATE 1's merely "noting my response" -  is not rectifying the problem.  It's a cop out. The problem is one of - misleading advertising.  I have encouraged your company, Gate 1, to correct your advertising so that the confusions you presented to me in making plans for the Milan Trip, do not occur with others.  And so that the advertising is clear, upfront, honest...instead of being a "come on" which isn't true for Single Travelers.  Additionally, I am sorry that you will not honor your advertising to me and give that trip to me for the price you advertised and even explained while I was making the reservation - BUT then, with sudden, last, "additional charge" added on in that phone call:  $133 for what the Rep called a "Single Supplement" but couldn't explain WHY that charge was being made.  Also, the $50 extra charge, in addition, was not being explained satisfactorily.  Again said:  your "authorizing" agency, even if it's considered "important" and "good", is wrong in this instance, it not catching or purposely ignoring the "luring" misleading advertising style of your company.  I'm not impressed if even the President of somewhere, even the USA (omigod now!), "authorizes" such!  (People in high places are perhaps even more corrupt than the average dishonest citizen!)As explained in my last response, your asterisked "Terms and Conditions" do NOT explain what "twin occupancy" means in money terms and for whom!!   Twin or Double Occupancy, as said, only means the Rooms can hold two people--and that is what the price is of those Rooms.  YOU KNOW IT ("TWIN OCCUPANCY"  DOESN'T EXPLAIN PROPERLY COSTS AND FOR WHOM, but you persist in accepting that language - and you are not rectifying the situation with my opting for the Milan Trip. I can only say that you are apparently "too big to fail" - the kind of big company that has massive numbers of customers (so "why bother" with ethics?!) - mostly couples and groups traveling with you - and single travelers who still say, "a Single Supplement"?--oh, OK, it's "I guess STILL  a good deal" - and they don't care that much that it was UN-ethically presented to them:  because there's TOO much of that "luring" dynamic making for dirty capitalism...and, many capitalist citizens are insensitive to or just accepting of such behaviors. I was sensitive to your unethical practice, even with the "small amount of money" it entails or as "hidden" as it may seem.  As there's more and more of this kind of advertising - manipulative advertising - tainting our society (and minds) and the world. Thanks to the Revdex.com - at least such unethical, manipulative advertising behaviors are exposed.  Bye, Gate 1 - not interested in your "deals" (take my name/email off your list please) - nor are my friends interested!  Shame on  you!  Carry on your indirect and manipulative advertising...the stench of "what can I get, even with tricks-of-the-trade" - instead of "how can I serve, nobly and honestly so?"
[redacted] (aka [redacted]--for passport) [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:Gate1 is lying. We did not leave the group on our own to find alternate solutions with [redacted]. The tour manager [redacted] came out of the boarding area, through the security checkpoint and into the non-secure ticketing area. He personally told us to stand in the line at the [redacted] ticket counter while he was trying to reach the local travel office. He then disappeared without informing us. This act by him led us to being stranded. I will contact my fellow passengers from the tour group to prove it. I am even ready to get on a conference call and talk to him directly to confirm this. Another lie that I would like to debunk is that we could have made our original international flight if we had stayed with the group (should I remind again that the tour manager asked us to leave the group and stand in line with [redacted]). The delayed flight left Namibia at 6:48pm and reached Johannesburg at 8:31pm. I have a letter from [redacted] confirming these times (see attached files from [redacted] and [redacted].com). Our connecting flight from Johannesburg was at 7:55pm. How do you expect us to make the 7:55pm connection if the delayed flight landed at 8:31pm?The final lie I would like to clarify is I did call Gate1 for alternate travel arrangements after I was left stranded. Gate1 asked me to pay out of pocket to issue my air tickets to fly directly from Namibia to Frankfurt to USA. They never mentioned anything about staying on with the original delayed flight.It is pathetic that Gate 1 will not accept responsibility for how their tour manager behaved and caused this hardship on us. We don’t care who you contract with locally. For us, the tour manager is a Gate1 representative. If the tour manager makes a mistake, he needs to own up to it and Gate1 needs to be held accountable for such gross negligence. Regards,[redacted]

We do believe that had [redacted] visited the school she might have come away
with a different opinion.  Until now we have never received a negative remark on
our practice of aiding local school children.  On the contrary, the visits are
received so well by both the schools and Gate 1 guests that we continue to
enhance the program throughout the world. 
Gate 1 does support these schools by way of providing supplies and
constructing facilities.  No clients are ever asked for financial support. 
There is never any pressure to bring “gifts” to the children. 
 
I trust this well explains our position.
Sincerely,
Ilene P[redacted]

Re: Gate 1 Travel Reservation [redacted]/Rodriguez
Thank you for your request for information in regard to the above-referenced claim.
First of all, I wish to state that we are very pleased that **. [redacted] was satisfied enough with Gate 1 previous trips that he chose to recommend our...

services to his friends.
Gate 1 offers thousands of departures to many countries worldwide. We do offer incentives and sales from time to time, one of which is our Refer A Friend program. Each promotion comes with its own conditions. Following please find the terms associated with Refer A Friend.
In response to [redacted]’ question regarding the conditions that apply to the specific referral credits, I wish to remind him of those conditions, posted on our website.  I have highlighted the applicable conditions.  Please note that the terms do state that referral credits may not  be combed with other promotions, and that only one credit may be applied per booking.   His upcoming South Africa holiday was booked utilizing a [redacted] promotion, and therefore we were unable to attach any of his Refer A Friend credits to that reservation.  Terms and Conditions: Must be a past customer who has completed travel, with Gate 1 or Discovery Tours, to refer a friend. Credit may not be applied towards an existing reservation. Credit may not be combined with special offers on "The Deal" or any promotional code-based discounts If your booking is ineligible for referral credits, you will be offered a credit towards your next escorted tour or cruise. Only one credit per room. The new traveling passenger must be booking his/her first reservation with Gate 1 Travel. As the referrer, you can accrue multiple credits but can only apply one credit per booking. The referrer's next trip must be booked within 12 months of earning the credit. Only valid on escorted tours and river cruise vacation packages. Not valid on independent vacations or independent tour & cruise packages. Not valid on Group reservations. https://www.gate1travel.com/referafriendIn respect for his loyalty, if **. [redacted] agrees, we would like in this instance and as an exception, to offer **. [redacted] the use of $125 of his accrued travel credits towards his South Africa reservation.  The amount is representative of one refer a friend credit and one survey credit.   Please advise whether **. [redacted] is in agreement with our settlement offer.   Respectfully,   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 reservation. **. [redacted] reserved the trip online by herself using a [redacted] promotion.  She opted to purchase standard travel protection, which provides...

refunds for anything construed by the insurance carrier as emergency, and declined the cancel for any reason policy, which would have provided protection in form of travel credits for cancelation for any reason.    A Gate 1 service agent sent her the terms of cancellation along with directions on how to proceed with cancellation process.  The client was unhappy as she claimed that she found the trip cheaper elsewhere.  We informed her that the airline would allow her to use the value of the airline ticket to complete travel for up to one year from the original date of purchase with an airline change fee of 300.00 per person and of course any applicable fare difference.   As a goodwill gesture, we offered her a refund of her deposit.  Every attempt was made to try and work with **. [redacted], however she would consider nothing less then a full refund.  She did initiate a credit card chargeback, however lost the dispute.   Please advise if you should require any additional information.   Respectfully,   Ilene P[redacted] Senior Vice President

Re:  [redacted] Thank you for your request for information.   While we appreciate [redacted]’s frustration over our recent computer glitch, and I can assure you it does not happen often, it was not an effort at bait and switch.  Gate 1 is a 30+ year old business.  We enjoy...

year after year of steady growth and repeat business, built on customer loyalty.   Computer glitches, although infrequent, are common to all businesses and therefore we also include a liability disclaimer clause in our Terms & Conditions.   Liability Disclaimer: The information, products, and services published on this web site may include inaccuracies or typographical errors. Changes are periodically made to the information which appears here. The content of this site is not guaranteed to be complete, accurate, or available and may be changed at any time without notice. Gate 1 Travel may make improvements or changes on this web site at any time. In no event shall Gate 1 be liable for any direct, indirect, punitive, incidental, special, or consequential damages arising our of, or in any way connected with, the use of this web site, or for any information, products, and services obtained through this web site, or otherwise arising out of the use of this web site.   [redacted] has traveled with Gate 1 before and knows our product.  We appreciate her loyalty and as a gesture of goodwill would like to offer her a credit towards her next trip, $100 towards any escorted tour or $50 towards an independent package.  She will need to refer to this correspondence at the time of reservation to ensure the proper credit is applied.   Respectfully,

Re:  Gate 1 Reservation [redacted]/[redacted]. [redacted]'s full refund was processed. Gate 1 made no errors on her reservation.  Per our printed Terms & Conditions, which she necessarily agreed to prior to reserving her trip, "PRICES: Prices are per person based upon shared twin room...

occupancy."  This is industry-wide standard. Upon review, we find no basis for **. [redacted]'s demands.Kindly advise if you should require any further information.  Respectfully,Ilene P[redacted]Senior Vice PresidentGate 1 Travel

Gate 1 Reservation [redacted]/[redacted]/[redacted]   Thank you for your request for information in regard to the above referenced reservation.   Based upon the complaint, had these passengers purchased a travel insurance policy, they would have been covered for their losses.  The policy we...

offer all passengers covers common carrier delays resulting from inclement weather, mechanical breakdown or organized labor strikes that affect public transportation.   Never-the-less and as a goodwill gesture, we have reached out to vendors for leniency and can offer refunds of $2205.00.  This represents their full airfare plus a significant portion of their land costs.    Respectfully,   Ilene P[redacted] Senior Vice President Gate 1 Travel

Re:  Gate 1 Reservation [redacted]Thank you for your request for information in regard to the above referenced claim.Upon review, this claim was resolved with the client on December 20.  There will be no single supplement charge in this case.Please advise should you...

require any further information.Respectfully,Ilene P[redacted]Senior Vice PresidentGate 1

Re:  Gate 1 Reservation [redacted]   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 $550.00 reduction.  The promotion of $720 would...

still be applicable. We are awaiting a reply from the passengers to advise us how to proceed.   Respectfully,   Ilene P[redacted] Senior Vice President

Re:  Gate 1 Reservation [redacted]/[redacted]   Thank you for your request for information regarding the above referenced claim.   We certainly regret the client’s personal loss and disappointment at having to cancel their Gate 1 reservation.  However, as had been previously...

explained to them, Gate 1 policies are strictly dictated by our vendors and are non-negotiable.  It is for this reason, among many others, that we urge our clients to purchase an insurance policy.  Unfortunately these clients chose not to purchase one from Gate 1.    In respect for their circumstances we did approach our land vendors and, as explained to them in January, succeeded in obtaining a credit of $218 which can be used towards a replacement trip within one year.   The airline ticket is fully non-refundable and non-changeable.   Clients have been advised to contact our office in order to secure a replacement date.  Their travel must be completed by December 9, 2017 and the above mentioned $218 will be transferred to the new booking.  They of course are responsible for any additional price differences.    I regret that there is no more we can do, however as previously stated, our Terms & Conditions are a reflection of our supplier policies.   Respectfully,   Ilene P[redacted] Senior Vice President

Re:  Gate 1 Reservation [redacted]’s comments have been noted.  We will not be able to offer her the trip at the price she requests. Ilene P[redacted]

Re: Gate 1 Reservation [redacted] We stand by our previous responses.  Should **. [redacted] take issue with
any of the tangible facts as presented, we will be pleased to review those.  
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 reservation.
 
Upon review we found that indeed there was a
delay in boarding the train.  The [redacted] did however board and depart as
scheduled. ...

The train was reportedly high speed rail with only one stop in the
town of Zaraogoza for the purpose of disembarking passengers.  The [redacted] did
not have to disembark until they arrived at their destination.
 
The [redacted] received all services purchased and
therefore we find no basis for refund of their tour.  However we do appreciate
the confusion the [redacted] experienced at the rail station prior to embarking the
train, and in respect for that issue are prepared to offer them $100 per
person credit which may be applied towards any Gate 1 escorted or cruise program
purchased.  Upon written receipt of their agreement, the credits will be placed
into their account.  They may be used at any time with no expiration
date.
 
Respectfully,
 
Ilene P[redacted]
Senior Vice President