I booked an April escorted trip to Machu Picchu (Peru) with Gate 1 Travel, and paid in full early. Gate 1 stated on my account page that they would email me the travel documents by a certain date.
They somehow changed that original document delivery date to a later date. After that time passed, they still didn't send me the documents. Thus, I called and the rep Tim promised to send in 24 hours, but I still didn't receive anything. I called again, rep Greg said he would let me know shortly, but never heard back from him.
Very upset at Gate 1 reps' pattern of unprofessionalism and broken promises, I emailed them stating that if they don't respond, I will file complaints with government offices. I called them again, and the rep Michael M. condescendingly lied that they didn't promise to send the documents by a certain date, and that there was no indication in my Gate 1 account about the document delivery date, which was a blatant lie and insult (basically arrogantly accused me of I lying about the delivery date). Their written policy stated the delivery date is 21 days prior to tour.
(My tour starts in less than two weeks.) I said I took a screenshot of the webpage. I asked to speak to his manager; he sounded reluctant, put me on hold for sometime, then said his manager said the document will be sent on March 26 (yesterday). I have not received anything, more lies and delays. Michael M.
said he has many managers, so it was strange that he couldn't find any of them for me to speak with directly. The trip is in less than two weeks, but I don’t have any travel documents such as airline confirmations, hotels, etc. Something is wrong with this constant delays and lies... Definitely NOT trustworthy customer service.
Gate 1 Travel is intentionally lying and causing unabated emotional distress. I was excited about the trip, now I'm worried that Gate 1 will ruin it, if I ever get to go at this rate...
I'm looking into filling complaints with government agencies.
Product or Service Mentioned: Gate1travel Tour.
Reason of review: Poor customer service.