Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 15, I booked a travel package and paid in full $3900. The next day the company cancelled my reservation due to their overbooking of the trip. I have been trying to get my refund of $3600 that was taken from my ***** account by ACH. Also, I disputed $300 on my credit card and was given a credit. The company told me today that they refunded the money by e-check back into my ***** ******** The money is not there, and the bank knows nothing about it. The bank told me to dispute this issue through you because you can contact the merchant directly.

  Business Response

  Date: 07/01/2025

  Re Gate 1 Reservation 3166704/********
  
  Thank you for your request for information in regards to the above referenced matter.
  
  I see that the refund was processed on June 27 in full.
  
  Please advise if you have any additional concerns or questions.
  
  Sincerely,
  
  ***** ******
  Senior Vice President
  

  Customer Answer

  Date: 07/02/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ********
  
  

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We respectfully request a full refund or credit for future travel regarding 3/23/25 Gate 1 11-Day Affordable China trip, including a 4-Day Yangtze River cruise procured in September 2024.We detrimentally relied upon Gate 1 being responsible, reliable, accountable, & honest, performing their due diligence, informing us that a **** was Mandatory. Gate 1 only has a general **** requirement in its 26-page Travel Document.Instead, we experienced a reckless disregard for a legal duty to inform, & of the consequences to us in a foreign country. They were going to leave us alone in *********, where we didn't know anyone or the *********** the LA airport, ************** refused to provide Boarding Passes to *******. Only then were we informed that a Chinese **** was required for any trip exceeding 10 days. Gate 1 instructed us to travel to *********, complete the 4-day **** application & remain in ********* before reconnecting with the tour at our expense. This was unacceptable, & we canceled the trip immediately.This constitutes Gross Negligence. Gate 1 provided ****s for us on the ************ 17-day trip. We expect the same professional, courteous planning. On another international trip, we completed the **** application & paid for it on the spot. We purchased Travel ******************* for Any Reason only to learn in the fine print it had to be canceled within 72 hours.These unscrupulous, fraudulent, unfair, & deceptive business practices must stop taking advantage of the elderly. I obtained reasonable round-trip flights to the ********** in advance but paid an additional $1,259 for one-way tickets home.We are Senior Citizens (70 & 74 years of age) on Social Security, planning quarterly trips to explore the world while our health allows.We scheduled 8 Gate 1 trips to ******, ***************, ******, *************, & the US totaling $47,704. This doesn't include our family of 5 trip to ***** for 10 days. They cut off our account access

  Business Response

  Date: 06/04/2025

  Re Gate 1 Reservation 2925865/*******
  
  Thank you for your request for information regarding the above referenced matter.
  
  Upon review, I see that the customer was advised in writing several times relevant information regarding ************ requirements. Those messages were generated months prior to the scheduled departure date, allowing enough time to acquire the necessary documents.
  
  As this was a last-minute cancelation, due to no fault of Gate 1, we respectfully decline the customers request for a refund.
  
  Sincerely,
  ***** ******
  Senior Vice President
  
  

• Initial Complaint

  Date:04/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter is a senior at the ************************** in **********, Al. A senior trip to ****** was planned. We were told she needed an adult to go with her, so I agreed to go with her. The trip was planned for March 2025. We paid close to $10K to Gate 1 Travel, plus $600 to ************************, for insurance coverage, by December ******* January 2025, I contacted our contact person for the school trip, *** ******, to tell him my daughter no longer wanted to go on the trip due to flight anxiety and traveling to a foreign country, ******. On January 14, 2025, Mr. ****** told me he had heard back from the agent with Gate 1, about cancelling the trip. He said because we had purchased insurance, if the person wanting to cancel having a doctors excuse saying they couldnt fly, we would get all of our money back. This was the first time we had heard about any stipulations or requirements to get a refund. We acquired the physician written letters of excuse. We were then told we had to complete medical forms as the physician letters were not valid because anyone could write a letter, and not be a physician. The physicians then completed the forms and faxed to Arch Insurance. The insurance company responded stating the refund was denied because the trip was cancelled due to a medical condition and our policy did not qualify for a waiver of pre- existing medical conditions as our enrollment was not received within the time sensitive period of the policy. We never signed a contract of any kind nor were we provided with any information regarding refunds until this time. We felt it was a simple matter to get our money back. Mr. ****** contacted the ** of ****** in our behalf. Gate 1 sent us a check for $1701.77. The ** responded she would need several weeks to contact the cruise line, airlines, and hotels. Mr. ****** told us two other individuals took our two slots. I dont understand why the full refund is being denied.

  Business Response

  Date: 05/07/2025

  Re Gate 1 Reservation: ******

  Thank you for your request for information in regard to this matter.

  Following correspondence between our management and the passenger, the issue has been fully resolved.

  Please advise if you require further information.

  Sincerely,

  ***** ******

  Senior Vice President

  Customer Answer

  Date: 05/19/2025

  Good morning,

  I wanted to give you an update on my complaint. Gate 1 refunded us in full for travel, and we are satisfied with that. I wanted to thank you for your prompt intervention which I believe triggered the prompt resolution.

  Customer Answer

  Date: 05/19/2025

  Sorry for the late response. We did receive a refund and we thank you for your intervention.

• Initial Complaint

  Date:04/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* and ******** tour - March *****, 2025Amount paid for myself USD 2124Complaint:1. ************ was negligent and incompetent on two occasions which resulted in one near miss of a tourist site and a miss of the main attraction of the tour2. Near Miss - Day 4, March 17 - to ********. There was a nationwide roadblock and unfortunately we were stopped along the way, 2 hours to the ******** ****** site. People can pass the barricade but not buses. While other tour buses managed to commission another bus to ferry the tourists across, we waited for a total of 4 hours before our tour manager decided to commission a bus. He mentioned that we are going to miss the site due to the unrest. I had to challenge him if he did everything he could, causing serious disruption and arguments within the group, in the end he managed to take us the next day, but not without persistent follow throughs from my side. If I did this independently, I would have done it without so much trouble and delay. What's a travel agency used for then?2. Sure Miss - Tikal - There was another barricade - this time people cannot pass. There are "local protocols" in order to make things happen. I do not expect an American to know how to deal with this, but having a local team who knows the ins and outs of these demonstrations, they should have a solution for this since this is a normal occurence. There was no clear explanation why our flights couldnt be rescheduled. There was no option given to us to go to Tikal and reroute the tour - I had to think of my own way, in the end it was unviable, because I couldnt take a taxi with risk of roadblock. If they just did their job to provide a ******, Tikal was open the next day. If they tell me Tikal is just "one of the attractions", then they shouldnt run a tour. ***** is the reason for *********, and is one of the most impotant archeological ruins of Mayan civilisation There is more about customer service, but I dont have space.

  Business Response

  Date: 04/11/2025

  Re Gate 1 Reservation 2871668/Kho Go

  Thank you for your request for information in regard to the above referenced matter.
  
  The situation was surely regrettable, but also unavoidable.  As we explained locally and subsequently to Ms. *** and the other passengers, local protests and roadblocks prevented Gate 1 from access to the scheduled sites. 
  
  Rescheduling flights was impossible.  We are unaware of any other tour operator who was able to access the sites.  The Tour Manager who was in regular contact with our regional office acted as directed.
  
  Alternative activities,including an archeological site, a museum visit and nature experience were provided.  A goodwill gesture of $100 per person was as well offered.
  
  And for those who purchased travel protection, they were advised to file claims for unused services.
  
  Upon review, the situation was beyond our control.  It is not Gate 1s practice to change any included sites, and it only occurs when the safety of our guests is at risk. 
  
  We trust Ms. *** will understand our position and we look forward to seeing her on future Gate 1 tours.
  
  Sincerely,

  ***** ******

  Senior Vice President

• Initial Complaint

  Date:03/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Gate 1 emailed me trips with itinerary with prices on it. Upon proceeding to checkout, the price remained the same. However, after going through the extensive process of entering all required informationincluding passport detailsthe price unexpectedly increased at the final step. This practice feels deceptive, as customers are lured in by a lower price, only to be charged a higher amount after investing significant time in the booking process. This also happened to my friends. To address this issue, I contacted customer service team, expecting assistance and clarification. Unfortunately, instead of offering a helpful resolution, the representative was dismissive and rude. This is unacceptable, as customers deserve transparency and respect when making travel arrangements.

  Business Response

  Date: 03/03/2025

  Re Gate 1 Reservation 3077536/Sebag

  Thank you for you request for information in regards to the above referenced matter.

  Upon review our sales agent and supervisor did try to explain to the customer that the price on the initial Highlights page has a "FROM" rate.  The subsequent Dates $ Prices page has a list of departure dates and corresponding prices.  The "FROM " rate is available on select dates, however other dates are somewhat higher.  They chose one of the more expensive dates.

  The customer unfortunately didn't understand the explanations.  We refunded them in full.

  Respectfully,

  ***** ******

  Senior Vice President

  Customer Answer

  Date: 03/04/2025

  It is true that our deposit was refunded. It is also true that what Gate 1 Travel did was  obviously bait and switch. I attached a screenshot of the price for September 25, and it clearly showed the published price of $1299. It was also the price listed at checkout. However, after entering all the information required to complete the purchase, as soon as we hit the submit button, the price had changed to $1469, and not the listed price of $1299.
  At this point, I have given up any hope that Gate 1 Travel will accept or even admit responsibility for its actions. But the fact remains that this bait and switch is unethical and wrong. 
  I would have paid the final asking price, but in addition to the unethical bait and switch, the customer service *** I spoke with about the issue was rude, unapologetic, and made me out to be a liar.  That was the final straw. Gate 1 Travel is not a good company and I wouldnt ever recommend it to anyone.
  

• Initial Complaint

  Date:02/11/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I keep requesting that my address be permanently removed from their mailing lists. It's been months and this business still keeps sending junk mail and ignores my request. I no longer do business with them and I do not want to receive their mail anymore.

  Business Response

  Date: 02/15/2025

  The subscriber was removed on December 30. It may take some time for the account to become inactive and to stop receiving material. 
  thank you for your request for information.

  Respectfully 

  ***** ******

  Senior Vice President 

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 3rd I put a $300.00 deposit down on a tour and final payment is due tomorrow December 31st. On December 20th I received news that my sister was given 2-6 months left to live as she has terminal cancer and will need to be here during this time. I was advised that I had to reschedule a known date for this tour before final payment on the 31st. I requested an exception considering the circumstances if I could receive a refund or travel credit for the deposit as I would not know any dates to rebook at this time. I was declined and my travel agent was as well. The ***** agents kept advising I had to rebook within 11 days or I lose the deposit. I would think that Gate1 would have some compassion considering the circumstances and I cannot possibly know any dates to rebook as she could pass within 6 months or live past 6 months. I would hope that Gate1 would have some understanding and compassion and make an exception as I am not cancelling because I just changed my mind.

  Customer Answer

  Date: 12/31/2024

  Hello,

  Today was the deadline to make the full payment or lose the deposit or pay a $50.00 fee to rebook for a tour.  I had no choice but to do the latter and booked a tour in October for the sake of booking anything and not losing my initial deposit so when you speak with Gate1 they will see I rebooked but I had no choice as I did not know the outcome of my complaint.  So now I am out $50.00 for the fee.  Asking for a travel credit was not out of line and if you need to see medical records for my sister I am sure I can send some.

  Business Response

  Date: 01/03/2025

  Re Gate 1 Reservation 3000083/****

  Thank you for your request for information in regard to the above referenced matter.

  Upon review it appears the customer decided to defer **********************, and with the assistance of a Gate 1 supervisor is now holding space on a 27OCT2026 Morocco trip.  

  It appears all is now in order.  However should you require any further information please do not hesitate to reach out.

  Sincerely,

  ***** ******

  Senior Vice President

  Customer Answer

  Date: 01/03/2025

  Hello,

  I deferred the tour as I had no choice as per my second email to you otherwise I would lose the initial deposit on Dec.31st.  I spoke to the supervisor who recommended I book a random trip as far out as possible and once my sister passes away I can provide a cop of the death certificate to get a refund.  Why should I have to wait until she passes?  The last thing I want to do during that time is to get my refund of $350.00 back.  (initial deposit and the fee I had to pay to defer it).  I would like to request a refund now, thank you.

  Business Response

  Date: 01/10/2025

  Re Gate 1 Reservation 3000083/****
  
  The customer is aware that the money used to place a deposit on a Gate 1 tour is nonrefundable.  It is covered in the Terms & Conditions, as well as the passenger agreement at the time of purchase.
  
  Our offer to move that deposit to another tour with only a $50 administrative fee is their best option to save the deposit for future use.
  
  Respectfully,
  
  ***** ******
  Senior Vice President

• Initial Complaint

  Date:12/19/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The travel company changed both (two) hotels in the last minute.Original hotel included parking, now we had to pay the parking charge to the first hotel, and returned a rental car early due to the expensive parking charge for the 2nd hotel.Prior to the departure I was assured that as long as I submit the receipts for the extra expense it will be reimbursed. It was denied.I was also told that there's no live person I can talk to, once the trip is over, I just have to submit request in writing. I did but nobody cared to follow ***** ended up costing us extra and their customer service (once the trip is over) is non-existent.The D- is a good reflection of this company's uncaring customer service system.

  Business Response

  Date: 01/08/2025

  Re Gate 1 Reservation 2873783/Favela 

  Thank you for your request for information in regard to the above referenced matter.

  As was stated in previous correspondence with the customer, Gate 1 does not assume third party hotel parking costs.

  That said, and in the spirit of goodwill, we agree in this case to refund the amount of $38.82 as per our customer's request.

  We look forward to their positive reply and agreement, after which we will promptly refund the amount in the original form of payment.

  Respectfully,

  ***** ******

  Senior Vice President

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip with Gate One Travel for a safari to ******. While in *****, overturned milk crates were used to get in and out of the safari keep since it was so high. The tour guide needed to use his foot to stabilize the crate so it wouldnt move. I had used it for three days. On the last day, the guide was in a hurry and moved his foot prematurely. I had gotten the first foot down and while taking down the second leg, the crate moved and ripped up the front of my leg causing bruising and bleeding For the second half of the trip in ********, I was ***** to get up and down and had to sit in the front with my leg propped up.

  Business Response

  Date: 12/22/2024

  Re Gate 1 Reservation 2722675/********

  Thank you for your request for information in regard to the above referenced matter.

  Upon review and per the report provided on site by the tour manager, the crate used to exit the vehicle was placed firmly on the ground.  The passenger stepped on the edge of the crate and slipped. First aid was administered to her bruised leg, and she continued on the tour. 

  She was offered but declined further medical attention on multiple occasions in both ***** and *********

  In summary we find in this matter no fault on the part of the service providers. We wish Ms. ******** only the best at this holiday season and in the coming year.

  Respectfully,

  ***** ******

  Senior Vice President

   

  Customer Answer

  Date: 12/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22683917
  
  I am rejecting this response because:
  I had used the crate many times before when the guide had his foot to stabilize it  The guide moved his foot and that is why the crate slipped. He was in a hurry due to mismanaging time. I was leaving ***** to fly to ******** and insisted when I got there on seeing a doctor. At the first stop, my leg was looked at by a doctor. At the second stop, there was no doctor so I was seen by a massage therapist with a first aid kit. No other first aid was offered. Again, having to sit in the front seat with my leg wrapped and propped was not having the full safari experience and this was entirely the fault of Gate One
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/05/2025

  Re Gate 1 Reservation 2722675/********

  With regard to the passenger's additional comments, we are advised that they disembarked the vehicle very quickly, causing the crate to become unbalanced.

  When asked whether they wished medical attention, they advised that the bruise was "minor" and required dressing only, which was done by a doctor.

  Ms, ******** specifically requested to visit a masseuse.

  Respectfully,

  ***** ******

  Senior Vice President

   

  Customer Answer

  Date: 01/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22683917
  
  I am rejecting this response because:
  The crate was not firm. I already had one foot down when it moved because the guide took his foot away. I never said the cut was minor. There was blood gushing everywhere.  No time to see a doctor as we were getting on a plane to fly to ********. I did request to see a doctor at the next stop, which I did.  I again requested to see a doctor at the next stop and was sent a masseuse with a first aid lkit
  
  Regards,
  
  **** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December 2023 I booked a tour with Gate 1 for October 2024, paying $600. We also bought travel insurance, which included the ability to cancel in case of health issues. In August of 2024, having contracted a severe form of cancer, I rebooked the tour for March 2025 in hopes I could make it. This was prior to paying the full fare. Given the fact that my cancer treatment has to continue weekly indefinitely, and my condition is likely to get worse (per doctors' advice), my husband and I decided we could not make the trip this spring or ever. Thus I called Gate 1 to cancel and request my $600 back. Gate 1 has refused to do so, admitting that medical issues are a legitimate reason, but saying I would have had to pay full fare to get the $600 back. This is outrageous. I don't see this condition in the insurance protocol. It's a pure ripoff. I am looking to get my $600 back.

  Business Response

  Date: 12/14/2024

  Re Gate 1 Reservation 2684841/Spannaus 

  Thank you for your request for information in regard to the above referenced matter.

  In respect for our customer's loyalty, the reservation has been fully refunded.   $600 was applied to credit card ending ******** on December 10,

  Respectfully,

  ***** ******

  Senior Vice President