gate1travel.com

Lying “Customer Service”

The trip was fine; no thanks to Gate 1’s “customer service.” Gate 1 customer service is terrible — to the point of outright lying. My daughter was supposed to join me on my October 2025 trip to Iceland, but had to cancel at the last minute. I anticipated added costs as I traded my daughter’s position on the tour with a friend. Gate 1 did NOTHING to help trade the positions. Even when I offered to take a complete loss for my daughter not going and pay for everything again for my friend, Gate 1 still wasn’t satisfied.The “customer service” person “helping” me stated the tour was full and I couldn’t just trade my friend for my daughter. She said I had to cancel my daughter first and then see if there was still room for my friend (leaving me to go on the tour by myself). When I countered a full tour shouldn’t be an issue since I’m cancelling my daughter’s position, the person said after canceling my daughter's position, people on a waiting list would get priority over my friend.The lies came in when customer service insisted as soon as my daughter wasn’t on the first flight, the airline would notify Gate 1 and everything else on the tour would automatically get cancelled for my daughter. The hotel wouldn’t allow my friend to stay in my room and the tour companies would check our identification as we tried entering the buses. I called both the hotel and tour companies in advance and they had no issues with someone else accompanying me in my hotel room and on the tours. I have no idea why Gate 1 “customer service” tried to make such a complex issue out of something that should have been so easy. I have been to every continent, except Antarctica, multiple times. I will retire soon and traveling the world is my prevailing goal. I thought Gate 1 would be motivated to make a life-long customer from a first-time customer who travels multiple times per year and all over the world. I have no intention of ever using Gate 1 again.

Date of experience: Oct 01, 2025