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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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D
10:10 am EST

GoToGate Refund Request

We booked flights through G2G - Order No - L2FWS4 Booking Ref: L3P6RS

Flights for our family (Frank/Deborah & Jake NOBLE) were to Canada (Lon - Van/ Cal - Tor; Tor - Lon) for Jul/Aug.

Flights did not go ahead due to Covid.

We requested a refund for all 3 flights.

G2G have emailed us fortnightly since 1 Aug with the following message:

This is the status as of today for order L2FWS4.

1. Booking reference: L3P6RS

Refund request received
We have received your refund request.

Refund application to Air Transat
We have requested a refund from the airline.

Waiting for Air Transat to process the application

We rang AIR TRANSAAT today and they cobnfirmed that they have NOT received a request for refund from G2G. They state that G2G need to complete a request for refund via the BSP link. THIS HAS NOT BEEN DONE AND WE WILL NOT RECIEIVE ANY REFUND FROM THEM UNTIL IT IS ACTIONED.

CAN YOU PLEASE GET THIS ACTIONED!

We would appreciate an update ASP.

Desired outcome: -

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5:02 pm EST

GoToGate Flight canceled by the airline no Refund

Order number L4U8A9, Booking reference LGGFOT. Flight from Tel Aviv to New York (connection in London) on 29 Oct 2020 was cancelled by the airline British Airways. I was notified on the cancellation in mid September and immediately applied for a refund.
BA refunded the money to Gotogate on October 2020. Since mid September, when I was notified about the cancellation, Gotogate didn't refund my money. Every time I call them, they just keep repeating the same lie: "wait 1 more week".
Since the cancellation by the airline in mid Sep it's already been 14 weeks, and it will be 15 weeks in Jan 1 when Gotogate will send me another automated email about my refund pending (after approval and reception of the money from the airline).
I will never ever purchase an airline ticket with Gotogate again. They are liers, they stole my money, in those hard times.

Desired outcome: Full Refund

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6:41 am EST

GoToGate refund for cancelled flights

passengers Miss Anastasia James and Mrs Arina James.
I have contacted JET2 and you received the flight refund on 7th October it was sent to GotoGate on this date and I was told you should refund me.
You said I would be refunded between 6 - 8 weeks, its now 10 weeks and you only update on 1st and 15th of the month so the next email wont be until 1st Jan 2021 so that will be 12 weeks, I believe you will not refund me so I am about to take legal advice over this matter unless you refund me ASAP.
I will never book flights with GotoGate again.
Mr Brian James.

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1:39 am EST

GoToGate Refund

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel agents

The issue that I have experienced was: I bought from Gotogate via their website a year ago 2 tickets from Tel Aviv - Copenhagen (29 September, 2020 ) and back (11 October, 2020 ) and paid -807USD.
Both flights were cancelled and I got emails from both companies (Norwegian and Aeroflot) that they sent the full refund, and I should get the money back from the travel agency (Gotogate).
I never got the refund and Gotogate cannot be reached on the phone. I sent them several emails and also sent them an apply on their website, but they keep send automatic responses…
I attach the relevant emails.
Please let me know if you can help me get a refund from them.

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10:46 am EST
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GoToGate Flight prevented by coronavirus not refunded

Booking number L2YLBY
Order number L2YLBY
Original departure date 03/17/2020

Dear sir or Madam,

case number [protected], GoToGate Reference: L2YLBY British Airways Reference: L9MJNT

A few weeks before my scheduled flight to Valencia (booking number L2YLBY), the number of coronavirus cases was quickly multiplying in Spain. I called you to say it was no longer safe or socially responsible to take this flight.

Due to the ease with which air-borne pathogens are spread on airplanes, with the recycled air ventilation system and being in close proximity to travellers who may have already contracted the illness, I said I thought if this flight has not already been cancelled, it should be. There was a tangible risk of contracting the illness and passing it to people both in Valencia and back in London, and I do not want to endanger anyone.

You said over phone that under the extreme circumstances, I am entitled to a refund and would need to contact British Airways directly to go about receiving this. I tried to, but did not have the British Airways booking reference (L9MJNT). So I contacted you online, and received this information from you.

I applied for a refund for the flight ahead of schedule and was told by British Airways over phone 16th March that this would be transferred to my account on Tuesday 24th March. This date came and went, without result. When British Airways became unreachable by phone during the first UK lockdown, I contacted them online again and again.

I was getting increasingly hopeless, writing to their customer service things such as:
"I can only imagine how inundanted you have been with requests such as this, and I have seen on the news how dangerous the financial situation is for BA. I really feel for all the staff who are under stress about their job security and increased workload.
But I am also just one person, who is now receiving regular automated adverts from the British Airways Executive Club such as 'time for an escape'. This has only served to sharpen the stress of not having received my refund after so many months, and being in such dire financial straits that I cannot afford to even imagine being abroad. I am disappointed that after following the BA refunds guidelines as prudently and conscientiously aspossible at the start of UK lockdown, I have still not received my refund.
Please, please, confirm when the refund will be transferred. It is an increasingly desperate situation."

On 17th November I finally heard back from British Airways, who said that because I made the booking under GoToGate, British Airways will only process the refund through GoToGate. The customer relations person I spoke to said it was not the procedure to have been informed I needed to handle the refunded cancellation myself, and said to explain that I have been told by British Airways to receive my refund through GoToGate. She said it should be quite straightforward for GoToGate to be able to secure this refund, and that it was they were obliged to arrange this under the terms of payment.

I want to explain that I really appreciate how much stress companies in the travel and tourism sector are under. It must be an ongoing desolate situation for companies such as GoToGate and their staff must have to work really hard to keep things afloat during such uncertain times. But I need to pursue receiving the refund for a flight that later transpired to be between two cities so affected by coronavirus they were in lockdown.

I thought I was doing the right thing by cancelling my holiday, after looking forward to it for several months, but it is like a punishment to have my reasonable refund request unheard for 9 months under increasingly extreme financial strain.

It has been further disappointing to have received no acknowledgement or response from GoToGate during this time, and for British Airways to take months only to state this problem with their flight had nothing to do with them.

Please help me to get my refund.

I hope you all can keep safe and well during these difficult times, and I thank you for your time.

Best wishes,

Phoebe Vowles-Webb

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9:49 am EST
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GoToGate getting a refund for cancelled flights to Australia Sydney for me and my wife

Hi
having been trying to get a refund from gotogate since April 2020 for flights to Sydney Australia with Singapore Airlines. they was sending e mails every 1st & 15th of the month, then on the 1st Oct said my refund was being processed, have heard nothing since. on phoning them they do not talk to you so other than e mail there is no way to contact them.
order no KYZ1S1 airline ref VNYQN3 my e mail is [protected]@outlook.com can you help?
regards Guy

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6:32 am EST

GoToGate Cancelled flight waiting for refund or open flight credit

Flights was book and paid in January 2020. Agency Used was GOTOGATE - Flight: S8TM6B Order Number: L2M05T
They informed us that the Airline cancelled the flights because of the Covid 19. Since May we are struggling to get my parents money back. The keep on sending me the same email that it is still pending with the Airline Qantas. I contacted the airline and they informed me that they already approve the refund. It is now November and we are still waiting. When I get through to Gotogate it is the same man speaking every time. And they keep on giving me the same excuse.

See below the email form qantas:

[Ticket#2020050733000389] Booking Reference S8TM6B
Inbox

Qantas South Africa [protected]@mindpearl.com via email-od.com
May 7, 2020, 1:39 PM
to me

Dear Ms De Beer,

As advised on our call, your travel agency may refer to the below Refund policy :
https://www.qantas.com/agencyconnect/eu/en/agency-news/agency-news-march-20/commercial-policy-for-qantas-customers-impacted-by-qantas-international-flight-cancellations-due-to-demand-impact-of-coronavirus.html
Any refund fees will be waived for tickets issued in accordance with this policy.
This excludes fees imposed by suppliers or third parties.
To request a refund, return the ticket to the original point of purchase.
Refund Applications can be submitted via BSP Link with reference to the Authority number 623062 to waive any refund fees, no later than 3 months from the date of this policy.
For any other requests, do not hesitate to contact us.

Kind Regards,

Chelsea Abrahams
Qantas South Africa
Qantas Airways Limited

P. [protected]
E. [protected]@mindpearl.com
W. qantasagencyconnect.com

Email form Gotogate they keep sending me:

Order L2M05T [eTrackNr:45917065]
Inbox

Gotogate
Mon, Sep 14, 1:18 PM
to me

image
Dear Antoinette,

hope this email finds you well.

This email is to inform you that your refund request is still pending as we are currently waiting for the refund from the airline side. You will be notified via email when we will process the refund.

We are sorry for the inconvenience and thank you for your patience.

Kind regards,
Federico C, Customer Service
Gotogate

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11:21 am EST
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GoToGate Refund

I have been waiting ages for a refund for a flight booking which I had to cancel due COVID. EZYJET told me on 11/07/20 they had refunded £49.98 to Gotogate who should the refund my credit card. This has not happened despite countless calls and emails.

The booking details are,

Booking ref. K1K2V4V
Order No. L31DL1
Flight. No. U2854/20MAR
Gotogate Case/Tracking No. 42986346
My name. Ian Todd
email ian. [protected]@hotmail.com

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9:21 am EST
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GoToGate Flight refund for cancelled flights more than 3 months

It has been more than 10 weeks since the flight got cancelled and the refund request was processed. I have still not received any refund. The phone agents are extremely unhelpful. I had paid to gotogate and must get a refund immediately from you. This is unacceptable and unethical.
Adnan Ali

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B W James
, US
Dec 16, 2020 6:50 am EST

I've had the same problem since 7th October 2020, they promised refund 6-8 weeks, its now 10 weeks, next email not due until 1st Jan 2021 so that will be 12 weeks, they are a very bad company and I will never book through them again, they don't answer the phone regarding refunds and emails are just repeated on the 1st and 15th every month with the same message "still in progress".

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10:52 am EDT
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GoToGate Refund of cancelled flights

In January 2020 we have booked flights for April on gotogate website. Booking number TOICPD.

Flights have been cancelled in March by Airline due to covid pandemic. Since then we are waiting for refund of amount payed 1 217, 99 EUR.

Every two weeks we receive a generic email from gotogate asking us to be patient. No personal email regarding a refund.

It's now more than 7 months that our flights have been cancelled.

The refund is due as the airline has cancelled the flights. We firmly request to refund full amount as per airline policy.

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james marnley
, US
Feb 22, 2021 8:13 am EST

Total scam operation - I cannt believe they are still in business

Hope you get your money back
Regards
James marnley

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6:58 pm EDT
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GoToGate Did not receive refund of flights cancelled by airline

I purchased 3 tickets from Gotogate on brussels airlines for myself, my husband and my son, flying from birmingham to kos on 20th June and returning on 27th June, these flights were cancelled by the airline due to covid 19, gotogate informed me of the cancellation and asked me to chose an option, of which I chose to receive a full refund. I paid by debit card. but Gotogate have not yet paid me the refund. They keep sending me an automated email message saying they are working with the airline, but I still have not received a refund, nor have they replied to my emails and cannot get through to them on telephone, it keeps you on hold for up to half an hour and them automatically cuts you off. Recently, I have heard that the airline has refunded the money a month back to the travel companies such as gotogate, but gotogate clearly refuses to refund the customers.
Your Sincerely,
Mrs N. Van den broeck

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11:29 am EDT
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GoToGate Return for cancelled flight not received

My flight from MOSTAR to ZAGREB OU 329 was cancelled due to COVID.
The flight date was 23th of March 2020. Since than I tried to contact them over customer service formular, only generated mail came as answer. On the telephone, it doesn't even go through the choosing the option-line.
Booking reference: P9E2F2
Croatia airlines was also contacted, they cannot provide the refund or any possibility of changing the ticket.

Ticket details

E-ticket OU 831-[protected]

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3:21 am EDT

GoToGate Difficulty getting an open voucher.

10-7-2020
Trying to obtain an open voucher. It is impossible finding a working telephone number for these people. {After they print give us a call.) I can't find nothing on the web either for this information. When calling 911171279371 I get a reply saying it can't be connected.
Daniel Robinson
[protected]@gmail.com
[protected]

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4:11 am EDT
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GoToGate Flight refund

I have been waiting 7 months for my flight refund. My freind booked the same flight and was refunded in 6 weeks. I have emailed them over 10 times and they reply with the same automated message. They will not take any phonecalls about refunds and use covid as an excuse. I don't think covid is an excuse for a 7 month wait. My booking number is L3NSNO. The flight was meant to fly on March 13th and was cancelled. I was promised a refund.

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7:41 am EDT
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GoToGate Lack of refund for cancelled flights

We booked return buisness class flights from Heathrow to Sydney via Abu with Gotogate, the outward flight took place, the return flights were booked for April 18 th, these were cancelled due to the pandemic, we changed the flights to March 27 th 2020, these flights were then canceled, we managed to book flights with Japan airlines at a cost of £4, 700 we returned home on April 1 st.
On April 6 th I sent an email to Gotogate requesting them to claim a refund for the cancelled Etihad flights, I heard nothing for several weeks I contacted them and was told due to the pandemic the refund would take a long time, . On May 29th I received an email from Gotogate saying the request for a refund had been made. After about a month I contacted Etihad airlines who told me that a request for a refund had not been made ! I have contacted both Etihad and Gotogate several times ( approximately every 10 days), Etihad say a request has not been made and Gotogate say that it has, I think Gotogate may be using the incorrect booking reference but they say they are not.The correct booking reference is CZE JFP. They seem to be using OYE 5KO, the order no is KZUJDS
I am at an impasse, I Do not know what to do now, the refund owed is over £3, 000 and it is now almost 6 months since I made the request
Please let me know that you have received this email and if you want anymore information, thanking you in anticipation,
Keith and Jennifer Temple jandk.[protected]@gmail.com.
I sent an email to you on Sept 21 st but to date have not received any response

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12:12 pm EDT

GoToGate No refund for cancelled flight

on June 19th 2020 I purchased 2 flight tickets chicago to Zurich on july 13th, return sept 21 2020 with GotoGate
cancelled the flights within 24 hours after purchase, did not get refund after cancelling it
on July 13th swiss notified me that the actual flights got cancelled
contacted GotoGate several times, they claim they do not get money back from swiss
contacted swiss, they claim i need to get refund from Gotogate

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7:56 am EDT
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GoToGate Lack of refund on cancelled flights

I booked 2 return flights with gotogate from glasgow to london (flighing with ba) on 30/12/19 booking reference udjepd. They were to leave on 20/03/20 and return on 21/03/20. The flights were cancelled due to covid 19. I received confirmation from gotogate on 29/04/20 (etracker number 43614003) that they had sent a refund application to ba. On 24/07/20 I made a complaint as they told me my case had been closed due to me not having contacted them in 3 months! I was given a case number for my complaint 45195184 but have heard nothing. I have sent another email of compliant today.
"I am writing to complain again that you have failed to refund me the money owed on the the cancelled flight in march 2020. (booking reference udjepd) you have not passed on the money from ba for these 2 cancelled flights and have not kept in correspondence with me.
I've included the tracking number [protected]) which you recently informed me was now closed as too much time had passed. I had assumed you were still following this up for me!
Ive also included the case number [protected]) from a previous complaint about this issue which you did not reply to.
Please get back to me as soon as possible. This should now be your top priority given the length of time i've been waiting for my refund. If you fail to get in touch I will have to take this further. The lack of customer care is extremely poor.
Regards michelle key"
I can not get through on the phone - it rings out only. I can not navigate their customer care web help which sends you round in circles. I have not even been able to find the correct "forms" to make a complaint and the correspondence to my emails has been automated only.
Please help me to resolve this problem with gotogate.
Many thanks michelle key
E-mail address is michelle. [protected]@gmail.com

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4:59 pm EDT
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GoToGate No refund / voucher / communication

I have had no reply an enquiry first raised two months ago relating to a flight that was due to depart on Tuesday 1st September.

I am asking for:

1. Confirmation that I still have a return flight booked with TAP air from Porto departing at 5:50pm on 12th September.

2. Confirmation that my ticket for the flight cancelled by TAP air on 1st September can be (and will be) exchanged for an open ticket valid for travel in 2021.

I have paid for a flight to Porto with a different airline on 1st September. I still require the TAP air flight booking at 5:50pm on 12th September.

Customer services at TAP airlines have refused to engage with the problem for reasons unknown to me and thus far I have not been able to get a response from Gotogate. It looks like at best, I will be in Porto by the time I do get a response from anyone, which you will agree is very unsatisfactory.

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5:16 am EDT

GoToGate Refund - not processing / they do nothing

Dear Gotogate

Turkish airlines is doing refunds and it takes 7 working days! I just spoke to them!

I have been waiting on a refund for over two months now... I have even contacted turkish airlines and they have told me you have not filed any request for the refund yet and they complete a refund in 7 working days... But every 15 days you send an email saying the airline has not responded to you! I just spoke to turkish airlines and they have informed me you have not done anything regarding this refund.

You are not doing anything... Why are you not getting my refund? It is ready - turkish airlines is waiting for the request!

Gotogate you have no contact number... You don't reply to emails... You want to charge me a fee to get my refund but you are not doing anything? What is your problem?

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Robyn Henham
, US
Aug 02, 2021 12:33 am EDT

Have been waiting for over 16 months for gotogate to refund my money for a flight that never took off.
They never reply. They have no phone number. They keep saying no contact for over 7 days . Therefore not interested.
They have no decent business activities.
They sold me tickets for a flight that never happened. I classify that as fraud.
Decent companies do not behave like this. I would never use or advise anyone to ever trust or use them.

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4:25 pm EDT
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GoToGate Flight changed and no communication

You sold me 2 tickets with Wizz air to fly me from Rome to Budapest (flight 1) and then Budapest to London (flight 2) on 31st August and 1st September... Booking reference L4WOO6.
Flight 1 no issues, flight 2 however was moved and no-one gave me any communications about this change and I had to book an emergancy plan to get home to London.

I only become aware of issues when I attempted to download the boarding passes the day before, I could not locate the booking on your site and no comms, you had email me the flight details so it was very odd that now the login wasn't working and no one was answering phone lines.

In order to download the digital boarding tickets I had to download the airline app (Wizz air) and managed to secure one boarding pass for Flight #1 (Rome to Budapest), but when I enquired to the flight 2# it showed that my booking was moved to September 2nd (24 hours later!) and I had zero communications from you.

I had to be in work today and had a number of important meetings which I could not miss. In order for me to secure a return flight from Budapest to London I had to make another booking with Ryanair at further expense (£212.49), not to mention the huge stress this caused me and addition transfer costs as a friend was picking me up from Luton (flight 2 destination) and not the last minute Ryanair flight that flew into Stansted.

I want someone to review this case, issue an apology for the stress and unconvinced caused, plus refund my costs for replacement ryanair flight and compensation for the transfer costs I incurred (Standsted express £33 and tube £7.20).

I will provide expense receipts and email proof of all bookings details you sent to me.

I would like a quick resolution to my formal compliant and clear injustice, but if you fail to investigate and refund this financials loss, I will be forced to seek legal advice which I will then be adding additional costs to my complaint.

I look forward to your swift response and resolution of this matter.

Regards,
Philip Hart

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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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