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ComplaintsforGateway Travel
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/12/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
5 of my friends and I planned a trip to ****** through a travel agent. The flight there was delayed by 2 days because of the ****** airplanes being grounded. We were told by the travel agent our only option was to take that flight 2 days later and potentially have to pay an additional $1400 for the transfer flight from ****** airport to San ***** since we would be missing the one we had already paid for. We saw there was another airline that could get us there at the time we needed to be there. Then we called ****** Airlines, spoke to customer service and they said they would refund us for the departure flight once we were back by submitting a refund request. We are now back, submitted a refund request but they can't do anything since the travel agency paid for it. We have reached out to Gateway Travel to submit a request and they are refusing to help us.Customer response
02/12/2024
Gateway Travel needs to submit a refund request on our behalf because the original form of payment was through Gateway Travel. Instructions from ****** Airlines are:
"The link is ******************************************************* will take them to an IATA main page, please forward them to follow the steps to create the request to our ******************* or in case they are not still being able to access, they can contact directly our Refunds desk calling at ************** ***************) from the U.S. and ******."
And then once Gateway Travel gets the refund, we need that sent to us.
Business response
04/09/2024
Refund of $2437.20 was sent 3/28/24 to credit card ending in 0616 assigned to ***********************.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.