On June 14, 2017 at around 11:30am, AZ time, I contacted Gate1 travel concerning the 11 day Affordable China with 4 Yangtze River cruise (LA) special. I talked to Edward (number for agent provided upon request).
I inquired if I could pay the whole price of this tour including land and air, can I book the tour and not use the flights from L AX and back since I will already be in Hong Kong. He truly never let me finish, he had to talk over me. Then he apologized and said, "Oh sorry I didnt let you finish. So I said again that I am willing to pay the whole fare, I didnt want to take the air amount off.
He stated that they didnt advice that and I asked "Who doesn't advice that and is there a reason? Was it a Visa requirement with flight, or what? He stated it was just what the package is and you cannot change it (of course speaking over me again). Then I asked him if there was someone else that could answer my question and he said that there was no one there that could answer that question.
(Of course speaking over me again). I said I just truly want to know why they say it is not advisable and he said, in very unprofessional manner and in a raised voice, "I just told you why we cant do it", that is when I asked for his employee number so I can pass his unprofessional behavior to whomever might be in charge of your travel representatives. I have only been on one tour with your company and the last tour my travel agent worked with your company reps, and she was put on hold disconnected, etc., and truly doesn't like to work with your company, now I truly understand why. I unfortunately already booked a tour in March through your company, because if I was treated like this from that customer service representative, I would never have booked the tour with you.
I travel a lot and will not recommend this tour company, unless you book directly online and have no questions. I am sure you have some representatives that are professional; especially your actual tour guides, but some new training needs to be done with this particular customer service representative.
Product or Service Mentioned: Gate1travel Customer Care.
Reason of review: Poor customer service.