I had to cancel our trip to Greece (reservation 2470468) one month prior to travelling because of renovation works in our apartment that takes longer due to water flow and damage issues; thus works would not be completed on time. I requested a cancellation on the website on 1st September; got an email stating we will be in touch in 3-5 days. I called Gate1 Travel on Tuesday 5th September to follow up. The lady on the phone kept putting me on hold (5 times) so it ended up being a 50 minute call. I even suggested to give my phone number so she can call me back once she has found my cancellation email. She said "No, if you want this to be cancelled today, you have to wait on the phone". Not a good start I thought and quite unprofessional behaviour.The next day I got a confirmation of trip cancellation and a few days later; I got a refund of $650.20. I had paid $7158 for 2 persons. As I had taken the "Cancel for any reason" insurance; I was told to get in touch with Arch Insurance Solutions to make a claim which I did. It took them a week to get back to me that my claim was rejected. So I contacted once more Gate1 Travel requesting a further refund. I accept that I lost the reservation costs $600 but I find it unacceptablethat Gate1 Travel are no refunding the money they owe me. I should have checked the reviews way before even booking the trip to avoid all this disappointment.
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