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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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10:11 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate flexible ticket seems not flexible at all

I booked a ticket in April. From Tokyo to HoChiMinh. Departure July 16th.
I needed to fly out of Japan earlier. I needed that flight on June 22nd.
I contacted Go2gate but received impersonal replies.
I then searched for help of any kind, but I came across a lot of negative comments on your services. I decided not to call internationally to be kept "on hold"for hours and took my loss. I have booked a new ticket. -unfortunately.
I posted a comment on go2gate as well to warn other travelers. And you replied very quickly.
Thank you.
So maybe you might still help me?
I don't know, but I will appreciate it!

My booking was UPUWKT e-reference [protected]
Tokyo-SGN 16/7/2018
Flexible ticket

What can you offer me?
I don't need to fly to SGN since I arrived already.
I might need a flight from Spain to Belgium in August.

I am currently backpacking in Asia and I can't make phone calls. So please help me out per e-mail. Thank you. Best regards

I will add 3 pictures
-our correspondence
-your prompt reply to bad comment
-your info on flexible ticket

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2:38 am EDT

GoToGate avoid buying tickets from gotogate

I've been trying to contact them for a very long long time, it's been 8 months and the issue was resolved. They keep sending me the same message over and over again. I tried contacting their customer service to change my flight and no one was picking up, I called over and over again and still no pick up so I decided to buy a different ticket from a different airlines. Now I'm asking for a refund and no one was doing their job they keep sending me questions that I have already answered numerous times via email. Please don't ever buy tickets from them.

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6:08 am EDT
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GoToGate could not change my flexi ticket

I have tried phoning the change your ticket customer service line and could not get through hung on and on and tried several times now my 24hours is up and I have lost my ticket. I am gutted Is there any way I can get a refund still or change my ticket date, when I phoned flyby they said I had a ordinary flight ticket and could not change it now I have tried and tried to get through to you to change and my 24 hours is up. Also I think it should say in some obvious way how to change your flexi ticket I assumed it was through flyby who informed me I had to do it through you but you do not answer your phones What am I supposed to do now. My flight number is GP6CPX 2 adults
Regards Ann Weir

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9:05 pm EDT
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Replied
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GoToGate - customer service

I called your 24/7 customer service 3 hours ago I've been put on wait since then Please wake your agents up A reason to not use Gotogate in the future sucks Also, I filled in the right email but didnt get my booking I have sent email and currently calling regarding this problem As I'm unable to reach to you guys I'm assuming that this is your problem Please fix

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5:42 am EDT
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GoToGate flights

I have called Thomas cook who asked that I contact the travel agent (GotoGate) with regards to adding additional services, as apparently my tickets have not been issued properly? Thomas cook said that the travel agent needed tp contact them. I do not understand what this means. I called 0203 795 7674. I spoke to Gurema at 10.53. She advised to contact Condor Airlines as this was not the travel agents responsibility telephone on 01733224330. I did this but had no luck. I have now been trying to get help with my booking for over 1.5 hours and I am not happy with the terrible customer service.

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3:00 am EDT
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GoToGate you are a disgrace!!! and liars...

... I have been in contact with your services since yesterday - and getting misleading answers from your side (case number [protected]).

I just contacted - again - Air Portugal about the situation they created (cancel of flights/replacement by other at different times).
And - by the way

I got no notification from gotogate of any flight changes…
Check your records!

Pure luck that I consulted Amadeus…to realize the changes.

What matters:

Air Portugal said that you can change the flights (for no price increase - since they have available seats on earlier flights).
In case of doubt - tap said - check via the tap help desk reserved to travel agents…
So, for your own sake - do it…

But - your operator said - lying! - that they could not.

If you don't:
I will be forced to present a formal complaint with the regulator (UK).

Please take note that I shall be using this exchange of mails for whatever purposes I may consider appropriate.

And - there is a message to Air Portugal, in copy - check your "intermediaries" and their quality of service - and assess if they deserve to represent you…

Thanks,

A. Lacerda de Queiroz

Dr. Antonio Lacerda de Queiroz
Tel: +[protected], Fax: +[protected]

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Update by Antonio Queiroz
Mar 27, 2018 3:02 am EDT

Reserve/booking number - JKXZZN

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10:15 am EST

GoToGate ripped off, took double payment

Booked flight to Berlin for two passengers via RyanAir summing a total of 183€ for both tickets including return flight but during payment through the site I noticed that the fees charged were doubled from 183€ to 366€, I rechecked the process of the payment and noticed I had made a double payment by mistake, for the exact same flight, the exact same passengers for the same time and day. I immediately contacted RyanAir but they informed me that they could not do anything as the payment is made to GOTOGATE, within a matter of minutes I then contacted GOTOGATE and they requested an e-mail describing the occurrence. What I requested from them was to refund half of the total payment because the flights were paid in double, I then received an e-mail from GOTOGATE informing me that the according to company policy a deduction of 51€ per passenger will be charged and the remainder will be refunded. I did not agree with this result and requested a phone number where I could argue my point of view and explain the unfairness of the process, there was no backing off from GOTOGATE, they remained firm with their decision to deduct a total of 102€ from a sum of 183€, leaving me with a total refund of 81€. I did read their policy, it is not clear and the only penalization I was able to see was a total of 29€ per passenger this is if there was a cancellation or alteration of the flight already booked, which this was not the case, all I requested was a refund of the extra payment I did as mentioned previously, I paid twice for the same order. I contacted GOTOGATE on the number they supplied but the gentleman taking care of customer service could not help me, he had to abide to company policy and the deduction of 102€ was to go ahead. I was left with no option but to agree with the amount of the refund or run the risk of getting nothing back.
Can someone please help me retrieve the money I paid extra, although I recognize that the mistake was mine for paying double for the same order, the extra money paid should be due back to me, I cannot understand or accept this type of business.
I have sent a complaint to the European Commission in order to help resolve this dispute

Sincerley Yours
Victor Fernandes

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Markel Stavro
, US
Apr 16, 2021 12:53 pm EDT

Same happened to me for the amount of $652 ticket from Chicago to Minsk. The double charged me twice of that amount! Buyer beware! They are fraudsters!

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R
5:40 am EDT

GoToGate very bad service

The worst ticket agency in the world.
Silly me, I booked flight tickets that were more expensive than the actual price on the airlines' website...
I checked other tickets to different directions and compared their rates to those that were presented on sites of airlines. Same here. Higher prices, strange policies, additional fees for every move, paid correction and so on.
I am not sure they are trustful and worth your money.
I made a mistake when booked from them. I swear it was the first and the last time.

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10:12 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
This review was chosen algorithmically as the most valued customer feedback.

GoToGate - payment debited but no ticket processed

Hi, I had been on the site to purchase 2 tickets and right after feeding the system with my otp for transaction, the page gave me an error message. However, my bank statement confirmed that the payment has been debited through email and message. I tried calling gotogate and they didnt pick my call. The experience is horrendous!! Are you guys frauds?

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8:10 pm EST
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate airline booking

A trip to Europe absolutely destroyed by the WORLDS WORST customer service. In actual fact they have zero customer service whatsoever.

I booked a return economy flight, on GoToGate.com, for the 5th of February retuning on 16th February 2017.

Subsequently, I needed to change both flight dates and flight class from Economy to Business. Initially, GoToGate had no problem with this and sent me the payment link via email to make payment of 1365GBP, for the date changes and class upgrade.

This is when it all went downhill. The Payment link never worked, despite trying 3 separate payment methods. When I phoned them to query this, i was told that they cannot find my request so couldn't help me.

Instead i was told i could effect the changes telephonically BUT now I could only upgrade from Economy to Premium Economy and no longer Business Class, as it was sold out and it would now cost me 4000GBP!

(Keep in mind on both occasions I was told that an upgrade IS POSSIBLE from Economy to a higher class).

In subsequent email responses from GoToGate, all generic and none with any real customer service care at all, I was told I CANNOT UPGRADE but can cancel my ticket for an exorbitant fee.

Despite almost 15 emails to them i keep receiving generic machine automated responses saying:

"Dear Sir/Madam,

Right now we have longer than usual response time to e-mail. We are sorry for the inconvenience and we will get back to you shortly.

Please note that this is an automatically generated e-mail.

Kind regards,
Gotogate"

Sadly, this email only arrives after 24 hours of my initial email and then i wait another 24 hours for another pointless email which is completely unhelpful.

This website must be taken to task and i will be reporting them to IATA as i truly believe they are taking advantage of the public and abusing customers trust. They are ruthless and simply do not care about their customers.

My flight is in 2 weeks and i'm still awaiting a response to an email I sent 48 hours ago!

This is an unscrupulous company and I urge anyone thinking of traveling to AVOID GoToGate.com at all costs!

GoToGate.com is the WORST Airline Travel Website in the world!

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4:13 am EST

GoToGate unethical behaviour

I booked a one-way ticket from Cape Town, South Africa to London Gatwick roughly 5 months before my intended travel date. Four weeks before my departure date I received an email from GoToGate stating that my flight had received a "time change" and I should respond within 5 days to secure my booking.

Looking at the email I saw that the landing time had been delayed by an hour. I accepted this change in an acknowledgement email. A few days later I received a new e-ticket that stated my flight destination had changed from London Gatwick to London Heathrow without my knowledge or consent. I had consented to the new landing time but had no knowledge of the new destination airport.

I contacted GoToGate to try resolve the issue but the repeatedly and rudely keep informing me that because I accepted the new schedule I have accepted liability.

I was grossly misled by the terms and lack of information contained in the email correspondence.

My partner and myself had to get a coach from London Heathrow to London Gatwick costing us an additional £50.

Date of flight: 5-6th January 2017
eTrackNr: [protected]

I have requested a refund of the cost of the coach trip but have had no reply from GoToGate.

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4:15 am EDT

GoToGate avoid

I had a terrible experience with GoToGate and my issue was never resolved! I booked a flight via GoToGate and later contacted them and said that I wanted to change the date. Their rep said they'll charge it for some extra.
After I paid they said they'll contact me soon. Waited and waited and nothing. Time passed, there were no changes made, so I started to get nervous. Tried to contact these guys but they ignored me. They never changed the date and I was stuck with the ticket I could not even use!

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anna1@
, US
Jan 19, 2020 6:21 am EST
Verified customer This comment was posted by a verified customer. Learn more

they changed my flight meaning we lost a day of our holiday, I tried to call to re arrange alternative flights & was put on hold & cut off 6 times over a period of 2 hours, this was also on my holiday, I sent emails & never heard anything back my holiday was spoilt from being stuck in a hotel room trying to arrange safe passage back home the following day, I contacted the airline eventually & after 3 calls they confirmed our flights, Gotogate contacted me once I was home AFTER, this was too late, I don't accept being cut off 6 times, its ridiculous, no one could help me, they transferred my call from 1 department to another, I asked to speak to a supervisor & they again put me on hold for 22minutes & then cut me off, this company is a joke, I am waiting for some compensation . . .

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Belal Ahmad
, US
Sep 07, 2019 9:52 pm EDT

Hello sir i am book ticket dmm to vns 17/09/2019 but mail not coming cut my account balance

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Rodel Rubian Salacsacan
, US
Jan 22, 2019 10:00 am EST

Case no. [protected] my acount was deducted but my booking was failed I have sms from the bank that the transaction was successfull, and my banking transaction confirmed the time it was deducted.. The csr check the booking failure but not the money transfer I attached the bank transaction history requesting to review the case and reimburse my money

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cedarman
Hounslow, GB
Jan 06, 2019 2:06 am EST
Verified customer This comment was posted by a verified customer. Learn more

norwegian airline refunded me the full price of ticket as they cancelled their flight to enable me to buy another ticket
gotogate kept all the refund bar 5.67
i could not buy my ticket
please ban this company from doing any further business
they are inflicting an unbelievable number of scams on their customers
this is unethical !

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Lokesh Kedia
, US
Oct 15, 2018 3:06 pm EDT

hi i have booked the ticket through gotogate, after the payment details, the amout was detected immediately but havent received the booking number yet

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adham amer
, US
Oct 02, 2018 4:55 pm EDT

still have a pending order / reservation number, they didn't send me any ticket details or number to track anything.

lots of e-mails but to no avail

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Puspanathan
, MY
Aug 28, 2018 10:54 pm EDT

My name William Dass and I had book ticke Penang to Singapore ( 20 August 9.30 pm) . But till now I never receive any flight info but the payment already deducted .my email I'd :- puspa_subramaniam@silterra.com

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Syed mohamed ibrahim
, QA
Aug 16, 2018 1:55 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Name Syed Mohamed Ibrahim
E-mail Ibrahimjbk28@gmail.com
Telephone number +[protected]
Booking number UCIOR5 / WY/CRHCHZ
Order number KOZ543

Dear sir & Madam,

Describe your query as precisely as possible
I have changed my flight schedule. Please I need your help

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Ishaq Abdulsalam
, MY
May 28, 2018 12:02 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Hello.
I had booked through your agency - GOTOGATE for a trip from Kuala Lumpur to Lagos and Lagos to Kuala Lumpur on Saturday 27th May, 2018 with payment effected and my travel ticket issued but yet to have my SEAT NUMBER. Am finding this an unusual practice and experiencing it for the first time since I have had to travel by air. I will like to know how to secure my SEAT NUMBER to avoid logistic problem and embarrassment while in the airport travelling to Nigeria and while returning back to Malaysia. I avoided paying for a particular seat but did not decline having a seat through out my journey to and fro. I also discovered that it is expensive booking via your agency for Ethiopian Airline than buying the ticket from the airline's office. Kindly help assist in resolving the stalemate. Thank you.

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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GoToGate contacts

Phone numbers

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

Website

www.gotogate.com

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