Global Gate Vacations Complaint - Global Gate Vacations - Beware
HERNDON, VIRGINIA -- My wife and I booked a Global Gate tour around the end of April of this year. I was somewhat hesitant as my mother, who was 88, had not been in the best of health; however, she was healthy enough to still be living in an independent living facility. After booking, I called several travel insurance companies but ended up not taking out a policy because of the imbedded language referring to preexisting conditions – I had a feeling that any of them could have come up with an escape clause of some sort in the event of a cancellation. The trip, a 15-day land tour starting in Istanbul and ending in Athens, was to begin on May 29 and we were to leave the U.S. on the 28th.
While visiting my brother and his family in Atlanta over the weekend of May 16, my mother very unexpectedly became quite ill and had to be rushed to the emergency room. Her condition continued to deteriorate in the hospital. On May 20, I called Global Gate and advised that I would have to cancel the trip. I told them I had no travel insurance and their sympathetic response was that they would try to get up to a 100% refund.
On May 25, after a brief stay in Hospice, my mother passed away. My wife and I made a return trip to Jacksonville on the morning of the 26th in order to pack for the funeral. I reconnected with Global Gate at this time, and they requested copies of both the Hospice admission papers and the death certificate. We did not expect to receive the death certificate until the time of the funeral (in Virginia) but we did fax the requested Hospice paperwork. Upon our final return to Jacksonville, on June 1, we contacted Global Gate again to inform them that there would be a further delay in our receipt of the death certificate, due to the number of hands that it had to pass through prior to completion. We advised Global Gate that we would forward the death certificate as soon as we had it in hand. My wife was able to download a copy of the official obituary from my mother’s hometown newspaper, and we faxed that to them as a piece of additional documentation.
At the time, I found that all these requests somewhat strange since the conditions at the web site make no reference to documentation when a partial refund (25% if 21-7 days prior to services) is being requested; however, having first my mother’s illness, and then her funeral foremost on my mind and considering the promise of up to a 100% refund, we did as they asked. Some weeks later, on June 25, we finally received copies of the death certificate and I faxed this to Global Gate. The next day I called and they advised that they would have to forward the certificate to Istanbul and wait for their reply. Several days passed and I called again only to be told that they would offer the published 25% published allowance.
I understand that we were only due the 25% refund as advertised but feel like we have been lied to regarding a more equitable refund during a very trying time for my family. I think the only purpose of providing them with the previously mentioned paperwork was to get Global Gate “their” refunds on the various bookings on hotels, air fare, ferry tickets, and the like at my expense. I think they took advantage of a family’s tragic circumstances to make a buck.