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:12/20/2023

  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.

  I booked a trip to Poland with Gate1 that was supposed to leave May 30, 2024. They started sending me emails, one each week, stating my passport wasn't valid for six months, which isn't true. I called three times, even talking to the gentleman who booked my trip; I also sent two emails to Gate1 explaining that my passport was fine. I had called the government and they assured me the passport was fine. I finally gave up and then cancelled the trip to Poland. I moved my money to a trip in the USA, leaving June 22, 2024. I'm still getting emails each week about my passport. I called two more times and was assured they would stop sending emails. They have not, I even tried to unsubscribe, which didn't work. Pretty soon I will file a complaint and ask for my money back if this isn't corrected.

  Business Response

  Date: 12/22/2023

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

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

  Please understand that the automated system sends the cautionary email regarding passport expiry to any reservation that has a passport with expiration 6 months + 21 days. 
  
  In this case, per the customer's wish, we have removed their reservation from the automation queue.  Our apologies for any inconvenience.

  Sincerely,

  ***********************

  Senior Vice President

  Customer Answer

  Date: 12/23/2023

  [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:12/08/2023

  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.

  I just returned from a tour to South America. I prepaid for some optional tours before departure. While on tour, the tour manager told everyone one of the tour - Half Day ********* Winery Tour & Taste - is $29 per person. I prepaid $79. $32 was what was collected from those who joined while on tour (cost is usually higher when paid on tour verses prepay). My tour manager told me to contact Gate1 as the tour cost $29, there was a mistake and all of us who prepaid were overcharged. Gate1's reply stated the tour is $79 not $29. The quality of the tour and wine served was not $79. I am seeking a refund of $50.

  Business Response

  Date: 12/14/2023

  Re Gate 1 Reservation *******/**

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

  We apologize for any inconvenience to our client.  The refund, $50 per person has been processed

  Kindly advise the customer that refunds are processed in the manner of original payment and can take up to two weeks to appear on statements or in the mail.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  Date:11/20/2023

  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 had bought a package to Iceland. They are currently under volcanic eruption watch which they said is eminent. They are also having earthquakes when I tried to cancel. They told me 90% fee which would mean I would lose 90% of the $2000. I paid crazy under these extraordinary circumstances, I would even reschedule it to a later time. I just don't want to put my friends and family in danger. Or get stuck there.

  Business Response

  Date: 11/24/2023

  Re Gate 1 Reservation *******/******
  
  Thank you for your request for information in regard to the above referenced matter.
  
  Per the reservation history,the matter was discussed with the passenger, who has since agreed to travel as planned.
  
  Kindly advise if the customer has had a change of heart or wishes to discuss the matter further.
  
  Sincerely,
  
  ***********************
  Senior Vice President

• Initial Complaint

  Date:11/09/2023

  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 June 21, 2023 I purchased a 13 Day Essential Israel and Jordan Trip with Gate 1 Travel. On October 16th I spoke with a customer representative and she also advised me that it was good to cancel she also stated that some other people had cancelled due to the war and they are not letting people go into Israel due to the war. She stated that I would not be charged the 50 dollar fee for cancellation and that they would send all my money back and the 300 deposit would be a future credit and the travel protection and cancel for any reason insurance would also stay in my account. I later received a email stating that I was going to receive a credit and not a refund. On October 30,2023 another customer service rep stated that I could not get the 300 deposit back or travel insurance. I really wanted all my money refunded or the 300 credit so I could go on a future trip. I also asked her what was the point of me purchasing travel insurance and the additional cancel for any reason so she stated I would be losing the 628.00. I called the travel **** Travel Protection the rep stated she would send something to Gate 1 Travel and it would be up to them , I never heard a response back. The total amount I paid was 2636.31 , I was refunded 2008.31 dollars. I don't understand it's a war and that was not due to my cause and I had both insurance and still did not get all my money refunded to me. Thank for your assistance.

  Business Response

  Date: 11/14/2023

  Re Gate 1 Reservation *******/******
  Thank you for your request for information in regard to the above referenced matter,
  
  The reservation was cancelled in full and refunded in full, with the exception of non-refundable insurance premiums and deposit, totaling $628.
  
  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  Date:11/08/2023

  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.

  I booked a vacation package for, myself and my husband, with Gate1 Travel to Morocco departing September 13, 2023, from New York JFK returning September 20, 2023. The vacation package was fully paid per invoice 2450199 dated March 31, 2023. the total price was $3,750.10 including air fare. Unfortunately, a few days before our planned departure there was an earthquake affecting southwest of Marrakech. We understand the sad circumstances of the natural disaster. We had our vacations approved by our employers. We had to use our vacation time off. Gate1 Travel unilaterally decided to cancel the Morocco tour. They did not give us any choice or information before cancelling the tour. They did not alert us about the flight cancellation charges. ****** *** ***** did not cancel flights to Casablanca, our destination city from New York. Gate1 Travel is offering a refund of approximately $3,250. They are asking us to pay the flight cancellation charges of approximately $500. We did not cancel the trip. Gate1 unilaterally canceled the entire trip. This was solely a Gate1 Travel decision. There were many phone calls between us. We were not able to reach an agreement. We filed a complaint with the Pennsylvania State Attorney General Office (*************) and New Jersey State Attorney General Office (************). Gate1 Travel responded with impractical choices. They were not really interested in resolving the dispute. Their "offers" were a smoke screen for dispute resolution. It seems to me that Gate1 Travel is taking the Attorney General's Office and the consumer for granted. Fouty-five percent of reviews on ********** website rate Gate1 Travel with 1-star. Many reviews have similar issues. As middle-class citizens, we cannot afford to hire paid Servies for helping us with the refund. Gate1 Travel seems to take undue advantage of the situation. We did not cancel the trip therefore we are not responsible for the airline cancellation charges

  Business Response

  Date: 11/15/2023

  Re Gate 1 Reservation *******/*****

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

  I am afraid we have no additional information to relay.

  The airline is very strict with regard to their rebooking policy.  Flights mujst be completed within 1 year from the original ticket issue date (01 Apr 2023).

  The land portion is valid until December 31, 2024.

  Sincerely,

  ***********************

  Senior Vice President

  Customer Answer

  Date: 11/27/2023

  [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: ********
  
  I am rejecting this response because:

  We did not cancel the trip.  Gate1 Travel cancelled the entire trip without giving us any options at that time.  They took unilateral decision to cancel the trip.  We should not be charged any cancellation fee.  We should also not be dealing about rebooking the trip.  Gate1 Travel has never shown a true spirit of honest negotiation.  They offer all impractical solutions under the pretext of customer service.  They are not honest.  Once again, we did not cancel the trip.  Gate1 Travel cancelled the trip.  They should refund us the full amount without withholding airline cancellation fees.

  
  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/14/2023

  Re Gate 1 Reservation *******/*****

  Further to our previous correspondence regarding this matter, the customer is correct in that Gate 1 did cancel the departure. The decision was made in respect for the safety of all passengers, following the 6.8 magnitude earthquake that struck the country on September 8. Several nearby villages had buildings collapse and lost access to water and electricity. In Marrakech, the closest city to the epicenter, some buildings in the Old City were damaged or faced partial collapse. There was simply no option. We could not in good conscience safely operate the tour.

  As a courtesy we provided the full land cost as a credit for future travel. (Had the passengers taken a travel insurance plan, this would likely have been refunded in cash.)
  
  As ticketing agent, we have no control over airline decisions or actions.
  
  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  Date:11/05/2023

  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 had booked both land and air travel with Gate 1 Travel to Morocco, (Leaving September 13 returning September 20,) around 4/31/2023. The details are in the attached invoice. Gate1 Travel cancelled the trip due to the recent earthquake but is refusing to refund the airfare fully. Here are the reasons Gate1 Travel should provide a FULL refund: 1. We did not cancel the vacation trip. Gate1 Travel cancelled the trip. 2. Flights by ***** *** ***** (***) were operational to Casablanca on the date of our departure. We understand the sad and unfortunate events that took place in Morocco few days before the planned trip. 3. We did not purchase tickets directly from ***. There was no direct financial transaction between me and ***. I purchased the whole package, including the air fare, from Gate1 travel. 4. We have no billing invoice from ***. We have attached a copy of the one and only invoice received from Gate1 Travel. Gate1 Travel is presenting a dispute-resolution smoke screen. In previous and subsequent phone calls they have not changed their stance on refund amount or alternatives. During a telephone conversation, they presented impractical alternatives to “resolve” the issue. In short, they are not negotiating in good faith. Forty five percent reviews (total 318 reviews) on Trustpilot website have a 1-star rating on Gate1 travel. Many reviewers have refund related problems. Their overall rating is 2.6 We contacted *** directly to try to resolve the issue of trip cancellation charges. *** asked us to contact Gate1 Travel. We have exhausted all direct avenues of dispute resolution. As middle-class citizens, we cannot afford to take this dispute to a paid legal service for the amount involved. Gate1 Travel seems to be taking full advantage of this situation. We continue to request a full refund of $ 3,759.10 from Gate1 Travel. Sincerely *************************** Mobile **********

  Business Response

  Date: 11/13/2023

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

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

  We have been in contact with the customer, and explained that the airline ***** *** ***** had extended its deadline for rebooking due to the recent earthquake. Cancellation would necessarily be assessed a $230 per person fee by the carrier.
  
  We believe the customer is fully aware of the conditions, however if they or you should have any remaining questions or concerns, please do not hesitate to contact **.

  Sincerely,

  ***********************

  Senior Vice President

  Customer Answer

  Date: 11/28/2023

  [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: ********
  
  I am rejecting this response because:

  Gate1 had made the *** ***** reservation and had cancelled the trip without our consent. There was no transparency or communication about this step.
  

  So this Business is accountable for a Full refund of land and Air travel expenses. 

  Gate 1 Travel should have purchased adequate insurance against natural calamities to protect its consumers, for example Earthquake Insurance given the fact that there are  20,000 earthquakes a year. 

  Any reputable business in Earthquake Insurance has that option. 
  

  We are being penalized for the inefficiency and lack of customer care of Gate1 Travel. 
  
  So we are respectfully requesting a full refund of the land and air fare from Gate1 Travels, since this would prevent any further hardship and mental stress for us. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 12/14/2023

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

  Further to our previous correspondence regarding this matter, the customer is correct in that Gate 1 did cancel the departure. The decision was made in respect for the safety of all passengers, following the 6.8 magnitude earthquake that struck the country on September 8. Several nearby villages had buildings collapse and lost access to water and electricity. In Marrakech, the closest city to the epicenter, some buildings in the Old City were damaged or faced partial collapse. There was simply no option. We could not in good conscience safely operate the tour.
  

  As a courtesy we provided the full land cost as a credit for future travel. (Had the passengers taken a travel insurance plan, this would likely have been refunded in cash.)
  
  As ticketing agent, we have no control over airline decisions or actions.
  
  Sincerely,
  ***********************
  Senior Vice President

• Initial Complaint

  Date:11/05/2023

  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.

  Reservation number ******* An optional dinner and visit to ******* was canceled by Gate 1 and not reimbursed as promised and I can not get Gate 1 to respond. I request my $120.00 returned. Gate 1 has a horrible communication problem.

  Business Response

  Date: 11/13/2023

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

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

  The refund, $120.00 was processed on 22OCT2023 to credit card ****************

  Please advise if you have any further questions in regard to this reservation.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  Date:10/22/2023

  Type:Sales and Advertising 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.

  We recently traveled to Italy with Gate 1 Travel. I am realizing after reading multiple reviews that we have all had similar experiences. When things do not go their way Gate 1 does not take responsibility. They try to pass it off to travel insurance, the airline, or credit card to request reimbursement for delayed baggage and more. Our luggage was delayed and the Gate 1 tour guide recommended that I pay $200 for Gate 1 to expedite our luggage to us, which by the way I had to pay the tour guide back in cash. He said otherwise we would probably never get our luggage. We paid the $200 and we ended up getting our luggage with only 3 days left on a 12 day trip. Then when the bus driver dropped us off in Sorrento and headed to pick up another tour group he took my luggage with him. Another day gone. My travel insurance did pay for some of the clothes we had to purchase, but not after the luggage left their possession. I asked Gate one to reimburse me the $200 for the non-expedited luggage, $130 for ******* bill because I had to get international calling to track my luggage and something for pain and suffering. You know what they said to me “Submit a claim with travel insurance, the airline and then try your credit card company. And oh by the way, here is a credit of $75 towards the next trip you book with us”. That won’t be happening. The tour guide was wonderful, but Gate 1’s back office needs revamping to support their clients.

  Business Response

  Date: 11/11/2023

  Re Gate 1 Reservation *******/*****

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

  As ************** was informed on November 6, we have processed the refund of 200€ (214.84 USD).  Additionally we added a $75 goodwill credit to **. ****** account. Please allow 7-10 business days for this to be processed. Refunds are processed to the credit card(s) originally used for payment.

  I trust this resolution is satisfactory.

  Sincerely,

  ***********************

  Senior Vice President

  Customer Answer

  Date: 11/14/2023

  Gate 1 reached out to me and is giving me a refund for the $200 that I had to spend for expedited luggage. I feel this is a satisfactory resolution.

  thank you for your time.

  Please close the case.

  Customer Answer

  Date: 11/28/2023

  [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:10/12/2023

  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.

  My wife and I booked a trip to Iceland through Gate 1 Travel, with date ****** being 11/15/2023-11/20/2023. Due to medical reasons, she is now unable to travel. On August 30th, 2023, I contacted Gate 1 Travel to inform them about the situation and inquired about a deadline to change passenger info since my wife insisted that I still go. I was explicitly told be a representative, on a recorded for quality assurance line, that I had up until 1 week prior to departure to make the change. On October, 11, 2023, over one month prior to departure, I contacted Gate 1 Travel to update my passenger info since my sister was able to accompany me. I was told by a representative that the change had to be made by 9/16/2023, as per my signed agreement. Spoke with a supervisor, *****, who apparently tried to accommodate me, even acknowledging that she had checked the recorded call to verify my claim, but stated that there was nothing she could do. My wife cannot possibly accompany me due to her medical condition. That said, I requested that they cancel her reservation following the guidelines of the purchased travel protection insurance. They are stating that we would only receive 50% of her part of the reservation. Had the Gate 1 Travel representative properly communicated the 9/16/2023 deadline, we would have taken the appropriate action to meet their requirements. However, even acknowledging their mistakes, they are unwilling to remedy the situation, and continually point to my signed agreement. Their agreement is so lengthy one would need a lawyer to decipher it. I did read it over before calling on 8/30/2023, but called to clarify what I had read. They admittedly misled me and now refuse to take responsibility for their action.

  Business Response

  Date: 10/29/2023

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

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

  We have been in contact with our mutual customer, offering to make a change with no fees.  We are awaiting their reply.

  I trust this resolution will be satisfactory.

  Sincerely,

  ***********************

  Senior Vice President

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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 12 day trip with Gate 1 to South Africa May 18 2023 and purchase Travel insurance . The representative told me the trip could be cancelled up until 2024 at no charge. I called several times to inquire about the trip and could not never reach a representative. I submitted a cancellation request via email hoping I would receive a call, but that never happened. The cancellation was processed about 3-4days after the request. When the cancellation came I immediately called Gate 1 to inquire about my refund in which they told me was nonrefundable. After asking to speak with a manager I was informed that I could rebook my trip and use the $600 but I would be charged another $100 in which I agreed. The representative stated that the booking had to occur that evening (Friday evening Aug 18 2023, the representative attempted to rebook the reservation and proceeded to tell me the trip was sold out. The representative told me that I would need to call back on Monday Aug 21, 2023 to see about booking the reservation in hopes of the hold falling off the trip where it showed booked and they would be able to book the trip & apply the $600 towards it. I called back the following Monday (July timeframe) up until about two weeks ago and still “have yet” been able to reach anyone. The customer service is HORRIBLE!

  Business Response

  Date: 10/29/2023

  Re Gate 1 Reservation 

  Thank you for your request for information regarding the above referenced matter.

  The clients filed a dispute with their charge card merchant bank.

  As we explained in the rebuttal, **.  and **** ******* called on a recorded line to book a 12 Day Classic South Africa with Robbin Island Tour set to depart May 19, 2024.  Our mutual customer authorized the charge and agreed to all the terms and conditions when the transaction was processed on a record ed phone line. Details of the charge and Terms & Condition with specific regard to the cancellation fees were attached to the rebuttal.

  The merchant bank accepted our explanation and closed the case in Gate 1's favor.

  Please advise if you require further explanation.

  Sincerely,

  ***** ******

  Senior Vice President

  Customer Answer

  Date: 10/30/2023

  Gate one is correct, the merchant sided with Gate one  and  obviously did not read  the information/receipt attached. Gate one says  the transaction was  captured on a recorded line. If this is the case then Gate One should also have the conversation recorded where they agreed to rebook the trip using the deposit paid, however Gate One does not mention this conversation. Neither does Gate one mention the fact while on a recorded line I was told the reservation was refundable until 2024. 

  Customer Answer

  Date: 11/03/2023

  [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: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ****** *******
  

  Customer Answer

  Date: 11/03/2023

  In response to Gate 1 stating the merchant agreed with them does not mean the merchants decision was fair/accurate. Gate 1 stated they have the information on a recorded line, however I have attached the invoice in black and white that Gate 1 provided to me stating the trip was refundable through 2024. What Gate 1 has not mentioned is the recording of the representative telling me they would rebook the trip and apply the $600 towards that trip and charge me an additional $100 in again which I agreed to and had not been able to get in touch with Gate 1 since that phone call. Gate 1 you have been negligent and unresponsive  and yet you act as if you are in the right in the situation. The documents I provided are directly from you. I have not received ANY documentation that stated the $600 was non refundable but yet you keep referring to a recorded phone line that only you have access to and you are only mentioning the one phone call. Could you elaborate on the last phone call  I made to you when you cancelled the trip, and the trip was cancelled because I the representatives were not responding to emails nor phone calls. You should be ashamed of yourself for ripping customers off!