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Update by user Mar 03

See photo below for updated response.

Original review posted by user Feb 01

Did a trip to New Zealand with Gate1. Trip itself was wonderful.

Signed up for optional excursions, including a nature walk. Could not do the walk because of a pulled back muscle from having to porter our own luggage at two different hotels. Trip costs include luggage delivery to room which did not happen in two different places. Tried to get a refund for the nature walk.

Was told to file an insurance claim for medical reasons. Did not seek medical help, rest and anti-inflammatory helped the muscle pull. Told customer service that the pulled muscle was due to a lack of service (luggage porterage) by the tour itself.

Have heard nothing back after leaving numerous messages for customer service. Gate 1 is fine until there is a problem, then company does nothing to help the customer.

Product or Service Mentioned: Gate1travel Customer Care.

Reason of review: Poor customer service.

Monetary Loss: $120.

Preferred solution: Full refund.

I liked: Value.

I didn't like: Repeated refusal to make things right.

  • Gate 1 Customer Service
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Gate1Travel
#1651432

Hello, Porterage is included in every lodging. Some are slower to get the luggage to the individual rooms, and we always make it known and allow any guests to carry their own if they wish to have it faster than the hotel can provide the service.

We understand there was no mention of your injury to your tour manager.

As already advised, despite our efforts on your behalf, we were unable to secure any refund from our supplier. Travel insurance would have offered some protection had you seen a doctor locally.

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