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1.1 532 Reviews

GoToGate Complaints Summary

10 Resolved
507 Unresolved
Our verdict: If considering services from GoToGate with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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GoToGate reviews & complaints 532

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9:42 am EST
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GoToGate flight refunds

I purchased 2 tickets to Bali with Thai Airways through Gotogate in october 2019 for £1,153.66. Shortly after Thai airways went into liquidation. Gotogate refused to refund saying they need to be refunded by the Airline first.

Fast forward to 2024, i speak with Thai airways who confirm via email they refunded Gotogate my full ticket cost in October 2023 !

I have tried to contact Gotogate, the customer services people no longer recognise my booking reference. The customer services people emailed me to say in line with Airline policy i cannot be issued with a refund ! Gotogate have held onto my Money since October 2023 and dispite proof from Thai air, they wont refund it.

email proof from Thai air is available on request

Claimed loss: £1153.66

Desired outcome: full refund

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8:19 pm EST
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GoToGate No refund!

I booked a ticket, canceled it within the hour, and received an email confirming that the refund would be completed in 2 to 5 working days. However, it's been over a month, and I haven't received anything. I've been calling customer care every week for an update, but each time, I get the same response: "escalated to the transaction team." They are not providing any transaction number or any updates at all. I have been very patient and polite. Now they are disconnecting my calls while keeping me on hold.

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3:45 pm EST
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GoToGate Refund not given/ been given the run around

My flight for 1/12/2024 was canceled by the airlines on 1/11/2024. A refund was requested by GoToGate on 1/11/2024. I still had not heard anything by 1/19/2024 so i reached out to Southern Airways to ask about a refund. They said I qualify for a refund but they need to hear from GoToGate so they can provide a waiver code. GoToGate is saying they reached out to the airlines but still as of today (1/26/2024) the airlines states that they have not received anything from GoToGate requesting a refund. I have received emails from Southern Airways confirming that they agree that I should be issued the refund but they need to hear from GoToGate directly. GoToGate is still saying today (1/26/2024) that they have reached out to Southern Airways but have not heard back from them. I have emailed GoToGate the correspondence between myself and Southern Airways and have heard nothing. I just want my refund that Southern is saying in entitled to.

Claimed loss: $389.97

Desired outcome: Full refund

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Is GoToGate legit?

Our verdict: Complaints Board's thorough examination reveals GoToGate as a legitimate entity with notable strengths. Despite a 1% resolution rate on customer complaints, which invites a closer look, GoToGate stands out for its commitment to quality and security. Clients considering GoToGate should delve into its customer service record to gauge compatibility with their expectations.

GoToGate earns 91% level of Trustworthiness

Perfect Trust Endorsement: GoToGate achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

Gotogate.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Gotogate.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Gotogate.com you are considering visiting, which is associated with GoToGate, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

According to our analysis, GoToGate appears to be offering travel services on their website. While many travel companies are legitimate, it's important to be cautious and do your research before booking a trip to ensure that you are getting a good deal and not falling victim to a scam.

Several mixed reviews for GoToGate have been found on various review sites. While some customers have had positive experiences with the company, others have reported issues with their products or customer service. It's important to read and consider a variety of reviews before making a decision to purchase from this website.

GoToGate website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • While GoToGate has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 1% of 517 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • GoToGate protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • Complaints Board has received reports that the website may be a possible fraud. To protect yourself, consider using a different website. If you find that the website is indeed fraudulent, report them to us, to help protect other consumers.
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8:58 pm EST
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GoToGate - Reservation - wrong return flights

Order 40-[protected]. Good evening, I have been trying to reach an agent that can resolve my issue with no avail. I recently sent a complaint form and the reply I received was that booking was not at fault and my issue was with American Airlines. Because my issue still has not been resolved. I would like to request you review my case again. I am requesting...

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7:43 pm EST
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GoToGate Customer Reference Number 40-[protected]

his is Adam Everitt. I have been a long-time faithful customer with Booking.com. I had to cancel my Flight from Honolulu to Manila on 03 September 2023 Customer reference number, 40-[protected]. I worked with Philippine airlines to get the refund and eventually they agreed because of the nature of cancellation. The money has been received by booking .com. I was told that there was a 90 day waiting period before I could get my refund and that date was December 24, 2023. on January 4, 2024 I received an email stating that it was sent back to my credit card. I have called multiple times over the last 5 months to get this fixed. I called again and again from Jan 4th till today January 22. The customer service center explained to me that it was a technical problem within booking.com and that it was sent to the back office for processing. As of today January 22 I was told that payment was sent back to my credit card on January 15 but to no avail I have not received the credit. I really dont understand as to the holding of my money as I am paying interest on that money and booking.com has offered no compensation for the cost to me. Please forward my emaill to Corporate Office in Amsterdam to notify them of this customers displeasure. I hope that this email will be taken very serious and the funds be sent back and compensation issued due to the fault and failure of booking.com.

Adam Everitt

Desired outcome: I would like Booking.com to provide the refund that I have been requesting for 5 continuous months. In addition compensation should be provided as I have been paying interest on my credit card since.

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2:06 pm EST
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GoToGate Will not refund me on flights that the airline canceled

Booked flights through Gotogate to fly with Nokair. The Airline cancelled both my going and return flights. I have sent about 20 emails but they are coming up with all kinds of excuses. It is quite obvious to me that they are trying to get away with it.

Here are some details:

I do not know what numbers you require so I am giving all I have.

1) booking number: [protected]

2) My flight MDC2T5

3) Nok Air Airline ref no: [protected]

4) Nok Air Airline ref no: [protected]

5) Booking Reference : VVPDMR / [protected]

6) Email to me: Please be advised that flight number DD526 Don Mueang (DMK) to Phuket (HKT) on 27 September 2023 will be cancelled due to operation reasons. You are entitled for one of the following options;

7) E mail to me: Please be advised that flight number DD527 Phuket (HKT) - Don Mueang (DMK) on 16 October 2023 will be cancelled due to operation reasons. You are entitled for one of the following options;

Claimed loss: £96.64

Desired outcome: Would like to get my money back. Being over 7 monts now.

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5:06 am EST
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GoToGate Cancelled flight ticket not refunding the bank charge

GoToGate canceled my order and I got refunded me some days later. However, when I had paid them, there was a consequent bank charge which they refuse to take in charge.

Even the refund received was less than what I paid due to the exchange rate.

But at least they could have refunded the bank charge during the payment because the cancellation occurred from their end.

They did not even give me a new ticket and told me to check with the airline directly.

I got the worse experience.

Claimed loss: $ 50

Desired outcome: $ 27I am not claiming for the exchange rate lossI am claiming for the bank charge incurred at payment stage

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8:05 am EST
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GoToGate Hidden Tickets change policy

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel Company (Trip.ae) which is part of gotogate global

The issue that I have experienced was: I Tried to change my flight after the flight. That was clearly stated in fare rules for a penalty. Trip.ae agent told me that it is not allowed and it is written at them but not shown to client and refused the change completely.

It occurred on: 29/12/2023

This meant that This affects me to lose 1,288$ as i can not use my trip.

refund or voucher with same value.

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

Ramy Abdelbaky

[protected]

Booking Reference YRCZH order number MQ1RAN

Egypt, Cairo, New Cairo, Rehab , Group 69 Building 9, Flat 21,

New Cairo Egypt

11841

Claimed loss: 1288$

Desired outcome: refund or voucher with same value

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8:20 am EST

GoToGate Dishonesty/fake promises/Not at customer oriented(GOTOGATE, MyTrip.ae, and Flight Network, are owned by the same parent company.

I purchased my ticket from Auckland to Dubai through the Gotogate booking website, the airline had changed the flight schedule, making me eligible for a refund, and Gotogate assured me that in two weeks I will get my refund, till today 5 weeks gone by, I haven’t received my refund, several call I made, still they lying to me airline didn’t send a refund, I had the worst experience with this company. I highly suggest that you avoid booking with them, even if they offer much cheaper tickets. They caused me a lot of trouble when I tried to get a refund for my tickets.

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11:19 am EST
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GoToGate Cancelation and refund

I bought a ticket to the UK via gotogate.

Ref MJFSHE

I was notified on 11 October 2023 that airline had cancelled my ticket, did I want a refund? - obviously yes! Since then, nothing!

No proof of cancelation, no news on refund.

Each time I reach out (about 12 times) I get told to wait.

When I contact air france, they indicate they cant talk to me, but they cant see any evidence of communication with gotogate?

This must be a giant scam!

Claimed loss: ZAR13583

Desired outcome: Refund

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1:43 am EST
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GoToGate - While making payment for flight booking on gotogate online site amount deducted but tickets not confirmed.

On 07.112023 at 10.00 PM, I was booking domestic Flight tickets From Chandigarh (India) to Ahmedabad (India) fomr the Gotogate online site. I had paid Rs.57035/- through my debit card of UCO Bank but the tickets were not confirmed. A mail was received from gotogate that amount has not been received by them. But the amount was debited from my Bank Account...

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8:47 pm EST
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GoToGate Online booking of flight tickets domestic amount of rs 57035/-deducted from bank account but the tickets not confirmed. Refund my amount.

I booked 5 domestic flights tickets from gotogate on 07.11.2023 at 10.00 PM. Chandigarh (India) to Ahmedabad (India) and return, Amount of Rs 57035/-was deducted from my UCO bank account but tickets were not confirmed. As per Bank message transaction was through DLOCAL North West de. Gotogate by mail inform me that they did not receive the amount.

Kindly refund my amount of Rs 57035/-

Umesh Kanwar

[protected]

[protected]

Claimed loss: Rs.57035

Desired outcome: Please refund Rs 57035/-

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Manish2 Kumar
, US
Nov 13, 2023 2:09 am EST
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I faced same issue

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11:07 am EDT
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GoToGate gotogate

Booked multiple flights under one ticket with booking.com, one of which was cancelled by the airline - with confirmation being recieved from both gotogate and the airline of this.

After many attempts over the last two months to contact gotogate to get a refund, I am constantly being sent in circles by call centre workers who claim that either the flight was not cancelled, or that I need to pay a fee.

I have sent as much evidence as I can, however gotogate makes it as hard as possible to maintain communication with a service agent, and force you to start from the begining every time you contact them.

Claimed loss: The amount paid for the cancelled flight.

Desired outcome: The cancelled flight to be fully refunded.

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7:52 am EDT
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GoToGate Worst experience ever

They don't even deserve one star. I would need a - 1 mil starts button to describe their customer support.

Long story short: the airline canceled the return flight and proposed an alternative that I wasn't happy with anymore. I needed to change the departure as well. First of all, they weren't reachable by phone. They have a press 1, 2, 3 etc menu and whatever option you choose nothing happens. If you press nothing - nothing happens. So contacting them via phone was impossible despite several trials. After chatting with them for 2h in one day, they said they will email me and then call me. Nothing. After chatting with them for 3h 3 days later (only because they are absolutely idiots and they kept sending me from one dept to another for a flight change request) they said they will call me. Nothing happened. I honestly think they are doing everything on purpose to make me cancel the flight. Which in the end I had to do since there was absolutely no way to change it. Have literally never experienced this before.

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4:29 pm EDT
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GoToGate - You did refund for my ticket with out my permission, and you stole my ticket

my Booking number is NRRHQB My name Hala Mahmoud abd Elazim Mahmoud Bakry You Stole My Ticket, I need my Ticket back! I called your staff on 16th March 2023, to ask for if allowed to freeze the ticket, untill I decide the date to use, and The answer from GOTOGATE Lady, was YES Of course, you can keep open untill the last validtyy date, which is 13-12...

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6:07 pm EDT
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GoToGate - Flights

On 02Aug2023 I bought flight tickets using the travel agency GoToGate. On 23Aug2023 I received a notification that my flights had been changed by the airline (Gol Linhas Aéreas). I contacted the airline about it and was told I was entitled to modifying the booking for free if I wasn’t happy with the time I had been relocated to as the change was considered...

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9:38 pm EDT
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GoToGate - Booking.com flight booking error on booking.com behalf

I attempted to make a reservation for a one-way flight from Dublin to Edinburgh on Wed 20th September at 7:30 am. The booking was made the night before the flight, with booking.com saying only two seats remained at this price. I tried on two occasions to book this flight with resulting error messages Booking ref no. 40-[protected] (pin 5318) Euro 82.22...

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9:50 am EDT
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GoToGate - Refund for my flight QMBBGC (Ref No: 40-[protected])

I booked my flight in June,2023 in 1st week but near 17th of June I cancelled my flight and its now 4th of September till date I didn't receive any refund from this company. The worst part is from 17 of June I am the only one who's taking follow-up from the company from Vistara airline and this go to gate company even though I made Conference calls between...

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9:29 am EDT
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GoToGate Seat refund

This is the second time in submitting a complaint & i have not gotten a response. I received a email from "gotogate/booking.Com" on 8/20/23 stating that the seat assignments cost of $236.26 was denied by the airlines & didn't except the alternative flight offered. The airlines said they don't assign the seats, you do, so they can't refund it because they don't have the money, you do. We don't drive & we need someone to pick us up & drop us off. We can't have someone to do this at this hour. We need our refund asap

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4:51 pm EDT
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GoToGate Scam Alert!!!

SCAM ALERT! This can't be legal!

We booked the flight over booking.com. The only thing we needed to change was the Name on my Ticket. Everything was on time submitted to GO to GATE - Booking.com (5 weeks before travel)! Lufthansa was waiting for GO to GATE to take action! After calling them countless times the only respond we got is - no worries we will escalate your issue to the next level.

IN A VERY BAD ENGLISH

After almost 5 weeks nothing has been done! We paid the first fee 25$ for the change which I personally thought ok, now something will happen!

But NO AGIAN nobody took action - they wanted another 612$ because the time expired to make the changes! The Office we had contact too, is somewhere in India this People seem to read from a script and have no idea what they are doing.

When we asked for a supervisor or manger there was never one around!

They are only collecting money from desperate People! Expect Legal Action!

There are over 500 pages! of complaints on Trustpilot.com!

Date of experience: August 23, 2023

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GoToGate Customer Reviews Overview

GoToGate is a popular online travel agency that offers a wide range of travel services, including flight bookings, hotel reservations, and car rentals. The website has received numerous positive reviews from satisfied customers who have praised its user-friendly interface, competitive prices, and excellent customer service.

One of the most significant advantages of GoToGate is its easy-to-use platform, which allows users to search for and book flights, hotels, and car rentals quickly. The website is also available in multiple languages, making it accessible to a global audience.

Another positive aspect of GoToGate is its competitive pricing. Many customers have reported finding great deals on flights and hotels through the website, making it an excellent option for budget-conscious travelers.

In addition to its user-friendly interface and competitive pricing, GoToGate has also received high marks for its customer service. Many customers have reported receiving prompt and helpful assistance from the company's support team, whether they needed help with booking or had questions about their travel plans.

Overall, GoToGate is a reliable and trustworthy online travel agency that offers a wide range of travel services at competitive prices. With its user-friendly platform and excellent customer service, it is an excellent option for anyone looking to book their next trip.

GoToGate In-depth Review

Website Design and User Experience: The website design of GoToGate is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, and the search function is prominently displayed, allowing users to quickly search for flights.

Booking Process and Ease of Use: The booking process on GoToGate is straightforward and hassle-free. The website provides clear instructions and prompts, guiding users through each step of the booking process. The interface is user-friendly, and it is easy to select travel dates, destinations, and preferences.

Flight Options and Availability: GoToGate offers a wide range of flight options and has a vast network of airlines. Users can choose from various airlines, routes, and schedules to find the most suitable option for their travel needs. The website provides real-time availability, ensuring users have access to the latest flight information.

Pricing and Competitive Rates: GoToGate offers competitive rates for flights, allowing users to find affordable options for their travel plans. The website compares prices from different airlines, helping users find the best deals. Additionally, GoToGate often has special promotions and discounts, further enhancing the affordability of their flights.

Customer Service and Support: GoToGate provides excellent customer service and support. Their customer service team is responsive and helpful, assisting users with any queries or issues they may have. The website also offers a comprehensive FAQ section, providing answers to common questions and concerns.

Refund and Cancellation Policies: GoToGate has clear refund and cancellation policies, allowing users to easily understand their options in case of changes to their travel plans. The website provides information on refund eligibility, cancellation fees, and the process for requesting refunds or cancellations.

Additional Services and Features: GoToGate offers additional services and features to enhance the travel experience. Users can add extras such as seat selection, baggage allowance, and in-flight meals during the booking process. The website also provides information on travel insurance options and car rental services.

Trustworthiness and Security: GoToGate is a trusted and secure platform for booking flights. The website uses secure encryption technology to protect users' personal and payment information. They have established partnerships with reputable airlines, ensuring users can trust the reliability and safety of their bookings.

Overall User Satisfaction: Overall, users are highly satisfied with their experience on GoToGate. The website's user-friendly design, competitive pricing, and excellent customer service contribute to a positive user experience. Users appreciate the wide range of flight options and additional services available, making GoToGate a preferred choice for booking flights.

Pros:

  • User-friendly website design
  • Competitive pricing
  • Wide range of flight options
  • Excellent customer service
  • Clear refund and cancellation policies

Cons:

  • Some users may prefer more customization options during the booking process
  • Occasional technical glitches reported by a small number of users
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Contact GoToGate customer service

Phone numbers

+1 (646) 558-7089 +44 203 794 7674 More phone numbers

Website

www.gotogate.com

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