A poor customer service experience with Gate 1. My wife and I have been on 8 different Gate 1 trips over the past 20 years that went smoothly. We were to travel for our 10 day tour of Sicily on April 17. On that morning we received an email that our United Airlines plane from Newark to Zurich was canceled. We called Gate 1 and Tina Peterson arrange an alternative earlier flight from JFK, but our return flight would be to Newark. She explained that when we arrived at JFK, to tell United/Swiss Air to book us on their shuttle. When we got to JFK after talking to numerous people, we discovered their was no shuttle. Over the next several days talking with our tour guide, Ahmet and finally Randi at Gate 1, we were told that this was our problem. Randi refused to let us talk to her supervisor. They were unwilling to solve a problem they created. This took many hours, numerous phone calls and intense aggravation, impacting what should have been a pleasant trip. Since Tina told us the wrong information, we think Gate 1 should fix the problem they created. They could have changed our return flight to land at JFK, or at least offered to pay for the $150. cab ride. We will never travel with them again, they can’t be trusted when things go wrong. They are losing a loyal customer for the sake of $150.
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