GoToGate
reviews and complaints

My fiance and I made the mistake of booking one of our flights through GoToGate. Now we can no longer make that trip.
The airline would let us cancel no problem. However, I cannot get in touch with GoToGate to cancel the flights. Even if I did they have a hidden fee you really have to search for, "manual cancellation fee" of ~$73.
So now I am spending more time trying to get into contact with them, cancel my flight & pay more.

BE CAREFUL WITH GOTOGATE
I summarize

The company, Gotogate/Oy SRG Finland AB, Corp. ID no. [protected], VAT no. FI19254537
he sold me a ticket: Barcelona-milan-tel aviv-phuket (BOOKING NUMBER LGAIVU)

This ticket should never have been sold, since it is not possible to transit in Israel due to COVID restrictions, something that Gotogate should know and never sell this route

Faced with such a situation, upon arrival in Israel, I was detained at immigration and deported back to Italy, thus losing my connection, destination hotel, prepaid PCR at destination, having to book a new flight, more hotels, new PCR at Italy and new PCR in destination. Without counting all the inconvenience and generation of new documentation

I have spoken with Gotogate and after going through 4 operators, to whom I have had to explain my life, they tell me no

For more indignation, I paid Gotogate for insurance and they told me that this is not covered

I have never filed a complaint, I do not want to do it because of the money that is little, I want to go further since I understand that what has happened to me is an injustice

Let's see if I'm lucky and the fact of being European helps me in this case, I'll go ahed with an official claim

My Ticket order date is 14/03/2020 and flight was cancelled by Virgin Airlines.

Invoice NO: L3QLY8
Order NO : L3QLY8
My Booking No: XLYWVM
Airline Check-in References TOPCIV(VA)
Flight NO is : VA1744 Departure from Alice Springs on 06/07/2020 to Sydney via Adelaide and return from Sydney via Adelaide to Alice Springs on 05/08/2020.

Passengers: ANGKON/Rosita MS and MONDAYA/ ISABEL MS
Total invoice Amount is $921.46 AUD
My Email ID is : [protected]@yahoo.com.au

Hi,

I have booked(Booking Ref:LGCQTD) a flight from Dubai To London 15th Jan 2022 but had to postpone my travel plan due to testing positive before the flight and I contacted Gogate and they requested me to contact Emirate.

When contacting Emirates they immediately made my ticket open ticket and requested me to contact agency to do the rebooking and since 15th Jan 2022 I have been trying to contact Gogate to allow be rebooking but each time I speak to customer agent I get to hear a new thing asking me to get a confirmation from Emirates in email.

I spoke to Emirate about providing an email that confirms that my tickets open and they said that Emirate has clear policy and send out circular to all travel agent to allow rebooking to any one who are effected due to covid but even after having this information Gogate is not allowing me to do the rebooking.

As I am stuck in Dubai along with family since 15th I need to travel back to UK at the earliest as my job my kids are missing school days can this be resolved urgently. Speaking to Gogate customer service agent does not help and there is no support from Gogate in this matter.

So I want to raise this complaint with Gogate to resolve this urgently to allow me to re-book my flight.

Thanks,

Have been trying for 18 months for refund or travel voucher gotogate blames Air New Zealand and they say they have already sent money back to their credit account I have been back and forward to both companies 11 times now I can't even ring gotogate as they have closed their phone service down in Australia my order number is L26PE1 I have enclosed e'mails from I received from Gotogate with ticket numbers and conformation they had converted my tickets to open tickets which had to be booked by Dec 21 but I haven't been able to as they won't give me open tickets or a refund
My original trip was booked on the 20th Jan 2020 to fly in October 2020 because of Covid we had to Cancel in June 2920 I was told my tickets would be converted to open tickets but when I tried to book I was told by Gotogate they hadn't received money back from Air Zealand and this has been back and forward to both companies for over a year My last call to Air New Zealand they read out proof of them sending the money back to Gotogate but now I can’t even get in contact with them my e'mails bounced back and I haven't received anything back from a letter I sent to their Melbourne office. If it was only myself and wife's airfares I would put it down to my stupidly for booking it through these grubs but I booked it for our friends also and I don't want to see them miss out

Please refer to document L5XZ06

This ticket was issues on 20 Nov 2020.
After issue, the airline phoned and informed me this was to a viable routing and to contact the issuing company to change and or refund as this route was not allowed due to government regulations.
I have phone Gotogate approx. 20 times over the past 12 months to have this resolved with the operator saying this will be escalated, which obviously hasn't.

Please review this ticket and refund as soon as possible.

Regards

Shayne Archer

I have been trying to be refund for a ticket that was cancelled on the 7th January 2020.
They keep sending automated emails asking for the same documents and never get nowhere

I booked flights from LA to Bahamas via Florida. After the flights were booked they notified me that the return flight from the Bahamas to Florida was changed to arrive the day AFTER my return flight from Florida to L.A. It went downhill from there. They have acknowledged they owe me a refund but keep sending alternating emails saying: It will take 90 days to process the refund; then, they can't authorize the refund because there is a pending chargeback from my bank (there is not); then, due to European data protection they need my consent to process the refund. Then the whole series starts over again. Still have not received a refund 15 months later.

I don't have photos or videos but I have every email they sent me.

booking number EVCKDB

I booked 5 tickets via gotogate but had to change my booking due to covid to an open ticket, L4LJ71. After a months I rebooked my ticked and paid an addition £325 as it was required when I rebooked, I did not have a problem with this. I was told that I would get my tickets in 24 hrs, I waited and waited and called them several times to be told that my booking was delayed by emirates. I then received an email to say that they are refunding me and cancelling my booking. When I called them the next day they said that I needed to pay an extra £650 as the flights had gone up. Whilst on the phone to gotogate I went on the Emirates website and the prices had not gone up at all! They said they would refund me, I called today and asked them to refund my £325 which they said they would on the 16th December 2021 but the advisor said it was non refundable. I asked to speak to a manager and he refused to and in the end put me to a voicemail! This company is a scam and they are thief's!

On December 26th, I tried to rebook my December 29th flight from Toronto to Glasgow. After speaking to an agent, I was told to call AirTransat, as it was up to them to fix the problem. Between December 27th and 28th, I spent about 14 hours on hold with different departments of AirTransat, learning that they don't use the same booking system as GoToGate, and thus not able to rebook my ticket. In the early afternoon on December 28th, I called GetToGate. I spent 3.5 hours on hold, and when an agent started to help me, the call was dropped. They called back, and began resolving the issue again, but the call was dropped again. I was then sent an email that asked for me to call them back, but at this point, I couldn't rebook my ticket because I was within the 24 hours of the flight departure. I sent an email explaining the situation, and received one in return saying that I could still rebook my ticket, but that I had to call customer service. So I called to beg for them to make an exception for me because of the situation. I waited on hold for a couple of hours, and five minutes into my conversation with an agent, my call was dropped. They called me back, but then the call was dropped again not two minutes later. I cannot seem to get through to GoToGate without the call being dropped, and am at a loss of what to do. My reference number is: LFEGYT.

I have booked a flight from Chicago to Toronto with gotogate. Big mistake I realize now with all the scam reviews I've been seeing after the fact. My outbound flight seems to be ok after hours of calls and complaining. My flight back home is not booked but paid for. Customer service does nothing but put you on hold for hours with no resolving of any issues. Now the person I am visiting has Covid and my flight is in two days by which I still don't have a flight home due to incompetence of this fraud company. I was not able to resolve the issue of my return flight nor will they give me credit for future booking that I qualify with the airline for. This is a nightmare I will never forget and I hope this company is shut down. I am hoping for a credit for my booking for future travel. Booking # LF5TAM DEC29-JAN3 $350.99

Date of incident: 26 December 2021
RESERVAT ION CODE : ZZKUZU
AIRLINE RESERVATION CODE : PYX6 QN (UL)

Full description of the incident:
I booked a flight with Sri Lanka Airlines (Delhi-Singapore). When I was at the counter in Delhi, Sri Lanka Airlines didn't want to print my flight ticket because they cannot transport "transit passengers" to Singapore due to the new restrictions. They did not send me any updates before my flight.
At the counter in Delhi, they told me I need a travel pass to go to Singapore. Which is not correct because I was a transit passenger.

Desirable resolution: $340.76
I want to be refunded for my flight.

We had flight on 19th December 2021, from Bangkok to Krabi by Tai smiles, we called many times and sent many emails to go to gate explaining about our case. My husband got covid and tested positive on 16th of December, we sent email with test result and we try to get a voucher( ticket to flight in another date ) or refund . We called many times and no solution, they never answered our email, and in the last call the attendant told us that it is impossible to get refund or voucher to flight in another day, we said we are in quarantine and my husband has COVID19 and they said they can't do anything to help us

Good afternoon

I tried to call them 4 times from uae national calls for half an hour each . But i couldn't reach you.
I booked a ticket my mony was deducted . But i didn't receive the ticket
I took a screenshot for the booking number . I tried to use it in your website it didn't work .my ticket is for next week ! How can i have my ticket

Order Number: L9OIRD

Sydney - Auckland
Wed 22 Dec 2021 - Tue 4 Jan 2022
3 Passengers

Rachel J McDermott
Sierra N Blake
Matthew J McIntyre

Sydney - Auckland
BQMUUB (Jetstar Airways)
FPL8NE (Jetstar Airways)

Auckland - Sydney
BQMUUB (Jetstar Airways)
FPL8NE (Jetstar Airways)

rder number
L9OIRD
Order date
2021-06-11
3 adults
Price per adult
‪AU$ 282.14‬
Taxes and charges per adult
‪AU$ 248.65‬
Total per adult
‪AU$ 530.79‬
Total
‪AU$ 1, 592.38‬
Flexible Ticket
‪AU$ 215.61‬
Debit card/credit card (VISA Debit)
‪AU$ 0.00‬
‪462239**********‬
SUM
‪AU$ 1, 807.99‬
PAID
‪AU$ 1, 807.99‬

These flights were cancelled by Jetstair Airlines due to Covid-19
Notified by Gotogate via email on 04 November 2021.

Refund processed by Jetstar and notified via email on 14 November 2021.

Contacted Jetstar who advised Gotogate will refund.

No further contact from Gotogate.
Check my bookings on gotogate portal and no update - still advises my flights are going ahead.

Sent three emails to Gotogate who do not respond.

Tried calling Gotogate several times - when finally get through to an operator - the operator hangs up without answering my question.

Try to get a refund for a flight that I have to change - called someone at Gotogate and the assistant asked me to buy a new flight and then get the refund for the one I dont need. After done that in OCTOBER and keep calling the company and speak to at least 12 people so far and every single time asking me for 72 hours, 48 hours, 24 hours depending on who you speak to.

They dont help with anything, dont call you back, dont sort it out your problem - HELP from this company = ZERO

NEARLY 2 MONTHS LATER AND STILL WAITING FOR SOMEONE TO SORT IT OUT

Very unhelpful and not accommodating, my flights were cancelled and I was notified through an email from them with further options and they'll assist me with that. It said I can choose either an open ticket or refund. So I called them to talk about it and they told me no to both of those. Then he pushed the problem back on to me and refused to help me any further. So no solution came from that. Definitely wouldn't have spent my money with this company if I had known beforehand. And definitely telling others to never use this travel agent.

Good morning

Hope you are well and find my email in good health...

Dear Sir/Madam

I'm Rizwana Desai. I purchased airline tickets via gotogate from South Africa to Mauritius via Air Austral. I purchased 6 Airline tickets

Departure 24th December 2021

Return 7th January 2022

Due to recent travel band of South African citizens the flights have been banned.. I contacted Air Austral and was told I Needed to change dates with the agency I booked with...

I have tried to contact Gotogate Here in SA via email with no response... I have called a number of times waited almost two hours but my call was not answered.. I have saved up many years to make this trip for my family and with a heavy heart had to change all arrangements made ... I'd like to change my flight for

Departure South Africa - Mauritius 18th March 2022

Return Mauritius-South Africa 29th March 2022

My flights details are as follows

Confirmation Number:LCIY8O

Booking References: Flight M3FO4E

Any help at all will be highly appreciated
I am desperate

I await your response
Rizwana Desai

My wife purchased a round trip air fare from Montreal to Vancouver on Flair Airlines via GoToGate and paid extra for checked luggage. We have the travel documentation and the receipt issued by GoToGate to prove it. However, GoToGate never remitted the funds to Flair Airlines for the checked baggage for the return leg of the itinerary. My wife discovered this as she tried to check in today, the day before the flight. Flair Airlines said that it wasn't their problem and that we had to purchase the checked baggage again directly from Flair. We attempted to get through to GoToGate but the only way to do that is by phone, there is no other way as their web site states clearly that they will not respond to any other form of communication. After waiting for 3 hours on the phone, it became evident that no human would answer. We got scammed by GoToGate and are out of pocket $75.

My name is Chiara Max and my boyfriend is Oscar Ruben Clarke.

We booked tickets from Sydney to Montreal through the website Gotogate. The flight was on the 28/10/2021 and the return ticket was for the 24/02/2022.

The flights were the following -

To go :
Sydney-Tokyo NH880 (with ANA)
Tokyo-Vancouver AC4 (with Air Canada)
Vancouver-Montreal AC306 (with Air Canada)

To return :
Montreal-Tokyo AC5 (with Air Canada)
Tokyo-Sydney NH879 (with ANA)

We were unable to take the flights as the layover in Japan required a quarantine and therefore the itinerary was impossible to take. We have contacted Gotogate for a refund a few days before the flight, but we have yet to receive an answer. We have tried to ask for an update on the phone and via email, but they simply tell us that they do not have further information than "they are waiting for the airline companies".

They advised us that the airline companies would give them an answer within 5-6 business days, but 1 month later, we are left without any information or update.

We decided to call the airline company to try and have any information and they confirmed that they never received a refund request for our files from Gotogate. So we proceeded to call Gotogate again and they told us that no refund request had been sent out. On top of this, after being on hold for close to 5 hours, all the agents that had the authority to ask for a refund had left, so we did not receive any service at all.

My e-ticket number was : 205-[protected]-34 (booking number : 52YSJ6) and my boyfriend's : 205-[protected]-36 (booking number : 533STU).

We would like for the refund process to be sped up considering the amount of money and the time we have already lost.