Mijn Klacht:

Last year (13 August 2020) we booked a ticket through Gate1.nl to travel with Iceland Air (04 Sept 2020). Our booking had to be cancelled due to corona. The customer service froze the booking and told us to request a new ticket through their website before August 12th, 2021. We did send a new request on June 29th, 2021 to travel between August 29th, 2021 and September 4th, 2021.

When requesting a change, Gate1.nl needs to the re-booking request with an official offer. After we requested the change (29 June 2021), we did not hear from Gate1.nl for about 2 months. The customer service does not operate on phone calls anymore, and the several requests we sent through their contact form were never answered.

We eventually got a call from Gate1.nl on August 16th, 2021, in which they were offering us to a ticket between September 13th and 20th, 2021. No other choice given. We had to refuse as these were not the dates we planned. Gate1.nl mentioned the only thing left to do was contacting the airline IcelandAir to request a voucher. IcelandAir instead told us they cannot offer us a voucher, as the agreements they have with Gate1.nl do not allow so. According to IcelandAir, we need to be able to get a voucher or a refund through Gate1.nl. Unfortunately we did try several calls and contact through forms to Gate1.nl without any answer (phone calls are blocked). They are basically unreachable.

Gewenste Oplossing:

We would like to get fully refund of our tickets (~400€). At this point we do not want any voucher by Gate1.nl , as we would have to go again through their non-sensical thing of requesting a new date throught their website and having to wait do-not-know how many months before having a concrete offer.