My luggage was lost and I let Evi our travel guide know when I called her when I arrived around 11:00 pm and not 5:00 that evening at the hotel she acted as if I bothered her and I only called because when I checked I was given her information at the front desk and no information on the itinerary for the next day was left for me and had I not taken the initiative to call I would have been completely lost and also when I saw her the next day she didn't introduce herself she did not give me a quick briefing of what to expect because I missed the meet and greet because of the issues with my flight. I looked at the bus and found my name and got on and when she saw me on the bus, she simply asked my name and checked it off and went back to the front of the bus and I never received my Gate1 name badge or anything else that was given out during the initial orientation. It is a good thing that the Gate1 family and NOT EVI was willing to assist me. My flight was cancelled and rebooked several times at the airport and when I arrived at the airport my luggage was missing so I had to file a claim. After I went out to the lobby to meet the person that transferred me, he took a picture of the paperwork and said that Gate1 would take care of it, and she sent it off to someone at Gate1. The airport also said that my luggage should be on the next flight that was scheduled to arrive at 3 AM so I could have it delivered to the hotel, or I could come back and pick it up. I didn't have the hotel information, so I opted to come back and pick it up. After I got settled in, I got on the bus the next morning not worrying about my luggage because the driver from the previous night said that it would be taken care of. I will give Evi credit for being very knowledgeable about the things that we saw however her customer service skills in dealing with people are horrible. On the way to the museum, I said something to her again about my luggage and asked her if it wasn't there what should I do, and she said to wait until we get back to the hotel. Again, because I was initially told that Gate1 would take care of it by the driver when I landed, I was not really stressing about my luggage. I opted to stay in town and enjoy as much of Athens that I could and when I got back to the hotel I asked if my luggage was there, and it wasn't and that's when panic started to settle in for me. I called Gate1 and the agent on the line began to tell me that it was the responsibility of the airline and not theirs that my luggage was lost. I was furious because I knew that I had purchased the insurance and so I just hung up. I called the airport and gave them my claim information and they confirmed that my luggage was there so at that point I called Evi to see how Gate1 could assist me with getting back to my luggage. She asked me to meet her down in the lobby in 15 minutes and I did, and she acted as if that was the very 1st time that she had heard about my luggage getting lost. She was extremely dismissive, and she tried to call to see if there was another driver transporting someone from the airport that could bring me my luggage and there wasn't and then she called someone and that's when she told me that it was not Gate1's responsibility to get my luggage. I explained to her that when I arrived the driver told me that Gate1 would take care of it and since I was told that I didn't have any reason to not trust what I was told. I explained to Evi that this was the 1st time I used Gate1 and that I could only trust what was told to me. She proceeded to stick with the fact that it was the airlines’ fault and that Gate1 wasn't responsible. She also then told me that I filled the form out incorrectly and that I should have had it delivered to the hotel and I told her that I couldn't remember the name of the hotel and I also explained that if the form was filled out when the driver took a picture and sent it over that whomever received it would have actually looked it they could have told me that I filled it out wrong and I could have simply walked back into the door and had it corrected. She proceeded to tell me at that point that it was my fault and that Gate1's policy. all I heard at that point was a bunch of rules to cover Gate1. I explained that I needed to get to a hotel and since Gate1 wasn't going to help me if she could please help me arrange for a cab and she said it was going to be about 45 minutes and that it was going to be about 55.00 basically asking me if I could afford it... My entire trip no luggage and now that I am home still no luggage and having problems finding it and I purchased the travel insurance with Gate1 and all of the arrangements were made through Gate1. am back home now and I emailed Gate1 to let them kow about my experience
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