Review Time
I’ve taken numerous Gate 1 travel Trips and have enjoyed everyone of them, however, lately attempting to get someone on the telephone from the call center is possible. Wait times exceed 2 to 3 hours. They offer a callback feature which I elected on two occasions but never received a phone call. I’ve tried the WhatsApp chat feature, but it’s just as bad. I’ve also used the email feature, but they say it may take up to five days to receive a reply. I’m not sure what’s going with customer service but as a paying customer, something must be done and done soon. Prompt, efficient and excellence in Customer service is the backbone of a good company without it the company will fail.
I am totally disappointed in their website. I booked a reservation prior to being able to book a flight. Not a problem, but the problem I have is flights are available online to people who are now booking the same reservation because flights are available for people now booking. I booked over a month ago and they were not, but now are and I am still not seeing the flights. I called and they said it would take less than a month for me to see what people that are booking now can see. That is ass backwards. Those people that booked prior to flights being available should be given the opportunity to pick flights prior to people booking now. It is totally ridiculous for it to happen that way. I thought I was doing the right thing and now I might not be able to get a flight from a city near me because it is not available to me before everyone else. Just frustrated!!!!!!!!!!! Had issues booking my initial reservation as well. Website to me is definitely not user friendly!!!
Have been patronizing Gate 1 Travel since 2015. Previous customer service experiences were positive. Spent the last 3 calendar days (01/09-11/2026) trying to get a simple question answered. Examples of current problems include: 1. They never have anyone available to answer the phones, 2. They schedule, through their chat platform, telephone conversations and never call, 3. Yesterday, I thought I had gotten through. Was told that 10 agents were working and that I would receive a call back. That never happened, 4. Today, called them, @ what appears to be a partially outsourced call center to another country, call was received, I was told that I was being "internally," transferred. I emphasized that previous calls had been disconnected by the Gate 1 representative and today's call was promptly disconnected by Gate 1, 5. After spending over an hour on the chat platform was connected virtually with an agent. Asked the simple question and the agent immediately began trying to up-sale me. Agent asked for a phone # which was provided and agent-on three separate occasions-lied about having called. etc. Have questions about an upcoming Gate 1 trip? Be prepared to spend hours trying to get through. We will never use them again.
Horrible and I mean HORRIBLE post reservation customer service which Gate 1 has now outsourced to places like India and the Philippines . You can NEVER get thru to an agent AFTER you've booked your trip . The recoding basically states that due to high interest and calls we can't take your call then hangs up . I am mistified as to how the owners of this company are not doing something to go back to the way it was years ago when you could actually call a USA representative and get thru . Their customer service sucks . Just know this before you book with them or have your travel agent deal with them .
I have traveled with gate 1 several times Excellent every time. More than satisfied. Today I was on the phone for over 4-30 hrs trying to change my booking to another date and destination. I was told that both of my credit cards were declined. Which is not the case I have spoken to my bank head office and both my cards are perfectly fine . Nothing owing on my Visa and well over $2000 in my debit card. I need this sorted by someone who understands English
DISAPPOINTING- As a disabled senior, female traveler with mobility issues I request wheelchair assistance at the airports, that didn't happen. I requested direct non-stop flights, that didn't happen. I left Capetown, South Africa at 2pm on Monday, Dec 22nd. I didn't get home til Wednesday, Dec 24th Christmas Eve. The booking agent told me there was 1 stop in Dubai for an hour. After an 8 hour flight, I arrived in Dubai. I was the only black person in the flight needing a wheelchair, I was tge only passenger that did not get one. I was forced to walk for a very long distance, carring my carry on.I NEVER HEARD MILAN, ITALY mentioned until I boarded the plane 2 hours later and it wasn't on my ticket. I was told there was a direct flight from Dubai to NYC, I wasn't on it and it was too late.I paid to upgrade to business class for this 8 hour flight. The seat reclines into a bed to ease the pain in my body. After arriving in MILAN, ITALY I was forced to get off for cleaning and refueling. An hour and a half later , I reboarded the same plane and was forced to pay another ridiculous upgrade fee to fly 8 hours to NYC. I purchased both travel insurance policies, of course, my situation wasn't covered. I received a response to my complaint from NIKKI H. in customer relations. Nikki issued a lousy 250.00 future travel credit. Gate1 has a 300.00 min deposit- she didn't even offer this. She blamed me for incurring the upgrade fees (FOR HEALTH REASONS) and she blamed me for not calling from Dubai. I was already on the plane when I found out I was headed to MILAN, ITALY.I was never told I was going to MILAN, it's not on my ticket - I SHOULD HAVE BEEN ON THE DIRECT FKUGHT BACK TO THE USA!GATE1 NEEDS TO REIMBURSE ME FOR THE UPGRADE FEES. I wouldn't be leaving reviews if they tried to make this right.... Nikki H. responded and canceled my upcoming trip and processed the return my deposit. SHE TOLD ME TO GO TO THE AIRLINE, THAT GATE1 BOOKED ME ON FOR REIMBURSEMENT - HORRIBLE!
We just returned from a truly wonderful Central European Christmas Markets Tour with Gate 1 Travel (December 9–18, 2025), and the experience exceeded our expectations in every way. My mother, aunt, and I began our journey in Prague, continued through Vienna and Austria, and concluded our tour in Budapest, enjoying each destination during the magical Christmas season. We were introduced to Gate 1 Travel by clients who spoke highly of the company—describing it as well-run, a great value, and an overall excellent experience—and we can confidently say we shared that same experience. I carefully followed the Gate 1 website, booked the tour at the right time to take advantage of a discount, and arranged our own flights with ease. From start to finish, the trip was clearly described, thoughtfully planned, and exceptionally well executed. The hotels were lovely and conveniently located within walking distance of central areas, each offering excellent breakfast buffets. While the hotel in Český Krumlov was understandably small due to the city’s historic nature, it was still charming. I especially appreciated that all of our hotels included bathtubs—a welcome luxury after long days of walking and exploring. Overall, this was a seamless, memorable, and truly delightful vacation experience with Gate 1 Travel.Our tour guide, Thomas Jankov deserves special recognition. Thomas Jankov is, without question, one of the finest Tour Hosts I have ever experienced. Leading a group of 33 travelers on a Prague to Budapest Christmas Markets tour is no small task, yet Thomas handled it with remarkable grace, clarity, and professionalism. He kept our entire group together, informed, organized, and on schedule—while maintaining a consistently positive, calm, and energetic presence throughout the journey.What truly sets Thomas apart is his depth of historical knowledge and his ability to bring each destination to life. His explanations were engaging, insightful, and perfectly paced, and he answered every question with patience and care. He made each city’s history, culture, and traditions feel accessible and meaningful, which greatly enhanced the experience of visiting the Christmas markets.Thomas also went far above and beyond his role as Tour Host. Outside of the planned itinerary, he personally helped 4 of us on the tour secure tickets to the Upper Belvedere Museum in Vienna, allowing our group to see the Klimt exhibit—an absolute highlight of the trip that would not have been possible without his extra effort and dedication.Thomas is a true professional, an exceptional leader, and a tremendous ambassador for Gate 1 Travel. His organization, warmth, expertise, and genuine commitment to his travelers made this tour unforgettable. Gate 1 is incredibly fortunate to have him, and I sincerely hope his leadership recognizes just how outstanding he truly is.If I could give more than 5 stars, I absolutely would.
I recently had the pleasure of embarking on a 17-day tour across Thailand, Cambodia, and Vietnam with Gate 1 Travel, and it was an unforgettable experience. Each of the three travel agents we met—Boom from Thailand, Sam from Cambodia, and Duc from Vietnam—each brought unique and remarkable qualities to the journey.Boom and Sam were both incredibly professional and attentive. However, I must give special recognition to Duc, who served as our southeast trip manager and guide in Vietnam. Duc was truly outstanding—exceptionally responsible, ensuring that every detail of the trip was seamless, but flexible with the situations. He went above and beyond to ensure that we felt comfortable and cared for throughout the journey.Duc’s generosity was evident in thoughtful ways: he treated all of us with local snacks and candies and much more beyond… These gestures truly made the experience special and memorable.In short, Duc and the entire team made this journey an unforgettable adventure, and I can’t thank them enough for their dedication and care. I highly recommend Gate 1 Travel and their amazing agents, especially Duc, for anyone planning a trip to Southeast Asia.
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