GoToGate
reviews and complaints

When Covid impacted international travel back in March 2020 I tried contacting Gotogate to ask about changing the date of my return flight from Rio de Janiero to Australia. Booking number JR9EW3 and Order number KWMWL8. They were uncontactable through the channels they provided and online it looked like my flight no longer existed. So I was forced to cancel the flight and book another one directly with the carrier (Qantas/Latam). I requested a refund from Gotogate, who acknowledged my request for cancellation in an automated email sent on Thu 19/03/2020 at 11:33 AM.
Since then no refund has been received, despite them stated in their emails that "We will deal with all refunds in the order we receive them". Every time I write asking for an update (February 2021 and May 2021) I get an automated message telling me not to contact them, that they will get my refund to me "as soon as possible".

Why can't they allow customers to manage their tickets by themselves on website? Why are they keeping so much control on customers? Having effected by covid-19 virus I have a ticket with gotogate to travel on a later date. the company is only looking for opportunity to make more money either by having customers to call and be levied with big telephone bills Plus call and pay extra money for future travel. they have not shown any humanitarian compassion with their customers suffering for no fault of theirs having been effected by cover-19 virus. How should we remember this situation with gotogate in future while we look back at the experiences with this pandemic? We have already given our business to gotogate but their greed is too much to accept. Can we expect some service for the business given to gotogate. Some service keeping in mind the pandemic situation.

Dear team,

We booked a travel for 6 people to Stockholm with return.
Order No.: L7NHE9
On 24th April 2021 received an email from GOTOGATE customer services that SAS changed the date and time of our flights.
Our choices were either accept or cancel the flights. We had five days to reply.
We decided to cancel the flights as the new dates were not convenient for all of us. We replied to GOTOGATE on 25th April (next day) and canceled the hotel bookings.
Could you please treat the complaint as a matter of urgency as the flights are on 29th May 2021.
Our email address is [protected]@talktalk.net.
Kind Regards

Evangelos Kostopoulos

I booked a return flight to Casablanca from Geneva via Lisbon with TAP airline and this was in August 2020. The flight was cancelled since and I have found myself stuck between the airline who does not recognize me as a customer since the booking went through GOTOGATE and GOTOGATE themselves who claim that the ball is with TAP who are apparently not processing the refund request. Bunch of thieves taking advantage of the COVID situation to get away with illegal practices to say the least.

Hi,
I've booked 4 round-trip tickets through Gotogate for me and my family last December JED-HBE. Due to restrictions of CoVid-19 the airports in Saudi arabia were closed during the reservation period. I asked for a refund since then but I have received nothing so far. Further more they claim that the issue is with the airline (Egyptair), but when I checked it with Egyptair they informed me that there isn't any action or refund request is made on my tickets from Gotogate side. I received more than ten emails all with contradicting feedback.

Booking ref: L63NKF

Booking: VWJ3AX Order number L354X6 dated 15/02/2020.

Need help getting my refund.
I note that you were refunded by the airline for my booking. Latam inform me that you received those funds end of January 2021. However, after a telephone call to your offices on 4th May, I was informed that I must now complete a cancellation form request, which I duly did. I note from checking my account that the airline has approved my refund. I already knew this after talking with them. I also note that you say the payment will take some time to be refunded due to the amount of refunds. Whilst I sympathise with your situation I think for you to hold my refunded money now for in excess of 3 months is totally unacceptable.

Because you do not allow your customers to communicate with you in any form other than logging into their account through your portal, I find that unreasonable and totally unacceptable. This proves that you place obstacles in the way not to allow direct email contact. Of course, I am disappointed and feel badly let down by your companies actions in dealing with refunds. I am alarmed at your wording that you say your refund payment will take a very long time, that too is unacceptable as, you are using my money to maintain your business. That is totally wrong, therefore I ask you to push my refund forward to be made urgently back to me.

Booking reference EUFLQB, Order Number L75Y6F 2 return flights LHR to SDU (See attached for details)
My flights were cancelled due to Covid restrictions on 15/04/2021.
I want a refund of £1233.81 for the flights and £128.00 for extra baggage. GoToGate remain very difficult to get hold of. The only telephone number is a call centre in India where after a wait of around an hour they just hang up on you.

My flight K1FG5VM was cancelled last April. Order No. L2YKTC. In July EasyJet informed me that a refund had been made but it was paid to GotoGate, not to me. When I did not receive the money I went to my bank who said they would collect the money on my behalf. In November they informed me that they had been unsuccessful. I contacted GoToGate myself who said that since the bank had put a chargeback on the amount I would have to email the chargeback team to request them to cancel this. After I had done this I received an email from GoToGate in January to say that the chargeback had been removed and I would be updated in 6-8 weeks. I heard nothing so emailed them again. I received a reply asking me to be patient. It is now over a year since my cancelled flight and the money has not been refunded. I have a second claim for another flight for my daughter that was cancelled in June. I was told that Brussels Airlines had agreed to refund the money in September but I still have no updates on when that money will be returned to us. Kate Dean

my flght was cancel, booking # 57X5PE FOR 10/2019 ROUND TRIP TO SAN FRANSICO, I CONTACT YOUR WEB SITE OVER A YEAR AGO REQUESTING FOR A REFUND, AS OF NOW I HAVE NT HEARD FROM YOU, I WOULD LIKE TO KNOW WHEN WILL I RCEIVE MY REFUND PLEASE !
REACH ME AT onyxbasti @ hot mail.com (name Donnie Logwood) [protected], i was told that this would be taken care of over 1 year ago and it has been17 months now and no refund!

kind regards!

Hello!
On 11.2.2020 you informed us that our order number BNRQKI was canceled due to the condition of Corona virus.
You have announced that our money will be returned to the original means of payment.
The money will be refunded within 2-8 weeks.
To this day, after 14 months we still have not received our money back.
We ask to receive our money without delay.
Regards,

Till now we haven't receive a refund. From October 2020 it's already april 2021

Can you please check the status of my refund? My flight was cancelled due to Covid in March 2020.
The airline company confirmed that they have refunded the amount to your account : BSP0400235989 - this is the refund confirmation number.
When I can expect to receive the money to my account?

My flights were cancelled due to COVID in May 2020. The refund has been processing for nearly 1 year. There have been countless phone calls, emails, and mediation between airline and agency all done by me (because they are completely and utterly incompetent). Don't book with them, immediately charge back with your bank if you can, and file a complaint with the Department of Transportation (or whatever equivalent in your respective country).

This is one of several attempts to get a refund for 2 business class flights cancelled in March 2020.
Our business class return flights from Sydney to Heathrow in April 2020 were cancelled, we tried to contact Gotogate without success, we contacted Etihad on March 23 rd 2020 and were given a flight departing Sydney on March 27 th we were given a booking reference of CZE JFP, this flight was cancelled on March 24 th. We eventually got flights home at a cost of £4, 700 pounds.
Since our return we have been trying to get a refund, Gotogate have been using the original booking reference of OYE 5KO, we are told by Etihad that this booking reference is invalid.
I have contacted Gotogate multiple times urging them to use the correct information, I am continually being told and I quote" we know what we are doing " when they clearly do not!
I have been told by Etihad that quoting the ticket numbers will also gain the refund these are [protected] for Keith Temple and [protected] for Jennifer Temple.The order number is KZUJDS.
We have been out of pocket by £4, 700 for almost a year and want this money asap.
Please tell me what we have to do to get Gotogate to behave in a responsible manner and to work in the best interests of their clients.
By way of a response I want you to tell me that the refund has been agreed, I also think an amount of money in compensation is due for the delay and distress caused.
Keith and Jennifer Temple

I would like to get your attention booking ref: WHOYZE London - Cairo
Cairo - London
My return was on the 27th of February 2021 at 17:40...

The flight was canceled by EgyptAir and rescheduled early in the morning where I wasn't informed by gogate.. I was outside Cairo.. I wasn't able to make it I had to pay for a hotel stay two rooms with my special needs child. It has been a big hassle and disturbance as they failed to update me with the changes and the cancelation of the original flight scheduled accordingly and I had to fly on the 28th of February instead.

I urge Gogate to proceed with compensation as soon as possible.

my email; [protected]@yahoo. fr
Tel:[protected]

Absolutely disgraceful customer service and a total rip-off. I booked a return flight which was cancelled due to Covid. I contacted the airline for a refund who advised l was entitled and they would make a note against my booking, but that l had to go back to the agent to start the process. Long story short, Gotogate advised l could have a refund for one flight and a credit for the other. After an exhausting 9 months of emails, online submissions and phone calls in trying to get a refund for both flights, l finally received a refund less the hefty handling charge for one flight. I was told in writing that l could use the other flight as a credit prior to 3 June 2021. I was further advised that even though l had paid for flexible flight changes, l wasn't entitled to change
outside of 24hrs of flying. Today l rang to book a flight with my credit but was advised l was too late and the credit had expired. I queried the date as this was contrary to their email and was within the 12 months of the intended departure date. I explained this had been dragged out by them because they had not provided a suitable resolution in time for me to use a credit which they have now withdrawn. I was told if l wanted to complain l could do it online. Do not book with Gotogate, ever! No matter what response Gotogate come back with, the fact is they did not help me at all through the process, nor pass on the refund that the airline had said l was entitled to, delayed the outcome then retracted the credit. If they are interested in rectifying this, l want my refund.

Gotogate supposes to refund me 94.47 euros and instead they are refunding me only 68.30euros! Thieves!

I booked two return flights with GoToGate back in November 2020 to Turkey from Manchester UK, the return flights from Antalya to Manchester were cancelled by JET2, on 7th October 2020 Jet2 informed me they had refunded my money back to GoToGate and should request this from them which I did.
GoToGate have still not refunded me after 4 months they email on the 1st and 15th each month saying they have received the refund from JET2 and its being processed. I have called them numerous times and they said we will look into it but still not been refunded. I called again today 22 Feb 2021 and they said they have put it as a priority which they told me the last time I called on 1st Feb 2021.They first told me it takes 6/8 weeks to process due to the covid virus ! not 4 months and still no action.
I have also read that they dont pay all the refund as they deduct process fees from it .
GoToGate operate out of Sweden Head Office, Dragerbrunnsgatn, 46 6th Floor, POBOX 1340, S-751 43 Uppsala Sweden. I have written a letter to this address to see why they have not refunded me and I will await their reply.
The UK Tel number for GoToGate is [protected] but this is not in the UK its in Mumbai India.

Worst booking platform ever. I wish I would give them Zero rating never ever booked with this agent they are biggest cheats they will take all your money. They are the worst agents never had any experience with other airline. They are deducting my money from the airline as well as their charges inspite of the fact that the airline has cancelled the flight. Worst please dont ever book form this Agent GOTOGATE are BIGGEST CHEATERS. please spread this message. Its over an year and I still didn't get my money. No contact no response there is no customers services. they just take your hard owned money and vanish. I did a big mistake by not reading their reviews before booking the ticket and now im suffering. I have attached the emails received from GOTOGATE.

I am still waiting for my money to be returned from a flight that's was cancelled in October 2020 flying with Turkish airlines booking reference v67kma and yet I am still waiting for your company to refund me my money ive been informed that Turkish airlines have refunded my money it's your company who have not given me my money back
Alison bond
[protected]@yahoo.com