GoToGate
reviews and complaints

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.

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

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

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

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.

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?

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

Purchased a ticket on Feb. 2020 for Apr. 2020 from Seattle, the USA to Frankfurt, Germany. The flights were canceled due to the pandemic. I attempted to contact the company for more than a dozen times to get a refund, NO RESPONSE at all. It's August 20, 2020, that I am writing this review and there is still no response from the firm or the airline, and my $510 has not been refunded yet!

Seattle - Frankfurt
Booking No.: UAAVYY
Order number L3C5TB
Order date Feb 22, 2020

Ordering person Bryan Zandi
Address 26404 131st PL SE
98030 Kent
Washington
USA
E-mail bryan.[protected]@gmail.com
Phone daytime 1 [protected]

My flight was supposed to be on 20th may 2020 but due to covid-19 situation the airlines cancelled the flight. Since that time they keep sending emails that I have to wait for my money and to be patient. I called them many times with no benefits and I also submitted complaint on their website with no benefits. Four month now and they always say be patient. When I asked to share prove that the airlines did not pay the money, they say we can't. When I asked to give voucher to book another flight, they also say we can't.

Booking number - USNUL5, Tracking number - [protected]. Date of departure - 7th June 2020. Return flight - 18th June 2020. Airline - Airchina.
Booking company - Gotogate.

My email - [protected]@gmail.com Phone No = JP 8180 [protected].

We booked flights to the UK from Japan that were cancelled because of the Corona Virus. We rang the airline AirChina, and they told us that the flights were cancelled because foreigners were not allowed to transit through China, so the company have to refund our fares. We rang Gotogate, and after a 25 minute wait, we were told that we had to get authorization from the airline and give the details to Gotogate before they would even consider processing a refund. We explained that the airline told us that they had indeed informed the company and they should refund us. We rang Gotogate again and they repeated what they said earlier, so I told them I had rang the airline and they said it is the compay who should refund us. They put us on hold, and then cut us off.

This process was repeated on numerous occasions, causing us much stress and disappointment.

In between the phone calls, they sent me emails saying they would help us retrieve some of the money for a fee.

I went back to the airline to tell them what had happened, and they again told us that the company should refund us as they were the ones we purchased the tickets from, and the airline had informed them that the flights were cancelled.

Each time I have called except for on one occasion, I have been met by rude, abrupt and unhelpful staff. One time I was on the phone for over 50 minutes.

All we want in our money back for the fares we paid for in good faith.

Kind Regards,

Stephen O'Brien.

Please note that i haven't heard back Gotogate Team regarding my voucher ticket since two weeks. I tried calling at +[protected] but the call is not getting connected. I have been emailing twice a day but yet no response.

I had a Return Ticket booked from Gotogate for April, however due to travel restrictions worldwide, that ticket was not used. I got email confirmation from Gotogate stating that "Confirmation: Your voucher request is recorded with your original booking number and your case is now closed with us. You do not need to take any further action until it is time to actually contact us to rebook your travel in the future. Then all you need to keep at hand is your booking number."

Now, since the flights are opened & travel is of high priority, i requested them to share the voucher code so that i can utilize that voucher as i have already paid for it.

I have been waiting for their response since very long time & yet no update.

Gotogate is using an call center in india to hold you in a holding pattern for 6+ months (still no refund) to keep you from getting your refund. They already have gotten the refund from the airline so they have the money but will not give it back to the consumer. Further they are alleging that a processing fee is required (100$+) to get your refund. All of this is very illegal.

Received an email from mytrip that my flight is cancelled and I should contact them to get a refund.
Sent emails, no reply.
Called them on one number they have on their website. It was not mentioned at the beginning of the call that there are extra charges.
Spent 45min in a queue, when it was finally my turn, they guy put me on hold for another 20min and never came back to me.
I was charged £100 for this call! I want the money back! This is a scam! I will never book with them again, this is how they earn money.

Booked to fly to thailand in march 2020 air france cancelled the flights we paid £3, 900 to go to gate we have been told by air france there will be no problem with a full refund but 4 months later still no refund 20 emails 10 phone calls still no refund, we understand a delay due to the corona outbreak but this company ignores its duty to its customers, and instead use a call center in india that does not work directly for them but are there just to give them more time with our money

Hi,

I was supposed to get on a flight from Tel Aviv to Boston through Brussels on April 2nd. Unfortunately, they closed the borders with COVID19 and since then I'm trying to get my money back.

For the first month I couldn't get through and now GoToGate tells me I need to go to Brussels airlines, air canada and Austrian airlines to get the money. The money was paid to GoToGate so I'm assuming Brussels airlines and the rest of them will send me right back to GoToGate.

I can see I'm not alone and this is the last time I will book anything from them but would really appreciate your help.

Thank you! I've attached the document but I'll paste it here as well.

Order no: L0VTSG
Issued: 2020-04-11
Your airline check-in reference(s)
KWPT2K(SN)
Passenger name: BAR/OR MS
Your booking number: KWPT2K

here is the link to the email https://drive.google.com/file/d/1A7Spg51noZcZUcXdYrEi0gTWt8kaDznn/view?usp=sharing

Day 1

Jun. 26. 2020

Today I have decided to email you EVERY SINGLE DAY, for as long as it last to get my flight tickets refunded. Tought I have emailed you couple of times before, I will consider this one as my first.

Every single email will be posted on social media 'till the situation is reasonably solved out.

I have requested a cancelation and refund of the flights mentioned detailed below few days before my first flight at March 19th. I have never got any response.

So I have decided to contact the airlines involved. All of them have the same answer: Cancelation and refund must be dealt by my agency.

I don't have any plans of traveling next 2 years, so, please, do t offer me a voucher. I need the flights to be refunded.

ORDER NUMBER: L2KCOR

NAME: VITOR LOPES

ORIGINAL FLIGHTS

BOOKING NUMBER: DDCXIE
MARCH 19 2020 FROM SAO PAULO TO CAPETOWN

BOOKING NUMBER: GLYRKL
APRIL 19 2020 FROM CAPE TOWN TO BUCHAREST

BOOKING NUMBER: LDC8W5
MAY 03 2020 FROM BUCHAREST TO SAO PAULO

Gotogate has not given me a refund for a flight cancelled of $682.50 due to covid19. Norwegian air has released the refund to Gotogate on may 29th (a month ago) and they are stating they didn't get the refund and that they will "call me back" and that they will settle.. it's been weeks nobody has called or settled. Now when I call nobody picks up after literally several hours on hold. They will not give you a name or case number or any reference of who you speak with if you calll them. They have hundreds of thousands of complaints about this scam company! I'm shocked they are still able to run such a low life business. They should be ashamed of what they are doing! Do not book! Save yourself a massive headache

I was traveling to Germany, via England then Norway, in July 2020 to perform with my fellow musicians at a music festival, by special invitation. Due to the Corona Virus epidemic, the music festival has been canceled and Germany is not allowing anyone to enter Germany until the end of August 2020, therefore, I am unable to travel in July due to the Corona Virus shutdown of several countries, including Germany which was my destination. I need to cancel my flight and receive a refund. I realize that my travel was not until July, however, the website stated to contact them "the sooner the better" for any cancellations or changes. My band that I was to perform with will not be travelling outside the USA this year and, additionally, the US Government is delaying passport approvals due to the Covid 19 shutdowns so I have yet to receive my passport and therefore, cannot travel outside the USA regardless. So again, I asked, twice, via email, the first time on 04/18/2020 & the second time on 05/28/2020, to cancel my reservation and receive a refund. I have a flex ticket with Emergency Medical and Expenses Coverage. There should NOT be an issue issuing refunds due to Covid 19 shutdown, this is NOT our fault that this happened and should be refunded accordingly. I've waited on the phone with their customer service for an excessive amount of time, for over 2 hours, to no avail. This is ridiculous! We should receive automatic refunds! Thank you!

On march 19th 2020 I contacted gotogate about my flights booked with singapore airlines which I had booked with gotogate
I had booked multi flights

From london to brisbane on the 23rd march 2020

And a ongoing flight on the 30th march 2020 from brisbane to melbourne

And a flight from melbourne to singapore on the 6th april 2020 to 14th april 2020

And a flight from singapore back to london on the 14th april 2020
These where all one booking and me and my family were upset that the two last flights had been cancelled due to the covid 19 pandemic so in theory the other flights were non avoid as stated in the print all tickets to be used
So when I contacted gotogate they said they hadn't be informed of this and I explained I had confirmation direct from the airline and they were to contact the airline on my behalf as they were my booking agent which they said they wouldn't do this I then explained about the other parts of the tickets and they said they would cancel them but no refund could be given didn't even offer vouchers at a later date
I knew by this time my whole trip would be cancelled due to travel restrictions globally so I cancelled the flights with them

I have since then had a email from singapore airlines stating that refunds for all flights and tickets given from or before 15th march 2020 up to the 31st july 2020 regardless to cancellation conditions are entitled to a refund and if booked with a third party
Which mine is gotogate they urge you to contact them
As they have been informed of this change

When trying to contact them I get told that I am not entitled as I cancelled the flights which in the circumstances I had no choice so gotogate will claim my refund probably and keep my money which in my idea is fraud and theft
So I now please request a refund
Confirmation booking number kwo39t

Thank you

Hello, I got my flights cancelled due to Covid and I purchased tickets via gotogate. I sent few requests and still nothing after more than a month !
Yes, now handling time is longer but they say they are prioritising flights which depart in the next 6 days...Today is April 14, and my flight was supposed to happend April 6th..Finally today I managed to break throuhg and some lady from the customer support replied to me and right when I asked about refund or vouchers line was disconnected as actually the phone was hanged up by Gotogate. Is that a normal situation ? I guess not as they do not have the right to keep money for the cancelled flights ! I still hope I will manage to reach someone, but obviously I will not make any purchase from them in the future, rather will be buying only directly from the airlines.