GoToGate
Reviews and Complaints

Booked multiple flights under one ticket with booking.com, one of which was cancelled by the airline - with confirmation being recieved from both gotogate and the airline of this.

After many attempts over the last two months to contact gotogate to get a refund, I am constantly being sent in circles by call centre workers who claim that either the flight was not cancelled, or that I need to pay a fee.

I have sent as much evidence as I can, however gotogate makes it as hard as possible to maintain communication with a service agent, and force you to start from the begining every time you contact them.

my Booking number is NRRHQB

My name Hala Mahmoud abd Elazim Mahmoud Bakry

You Stole My Ticket, I need my Ticket back!

I called your staff on 16th March 2023, to ask for if allowed to freeze the ticket, untill I decide the date to use,

and The answer from GOTOGATE Lady, was YES Of course, you can keep open untill the last validtyy date, which is [protected]

So I asked her to make it open for me untill the last validtyy date which is

13-12-2023

since 12 of october 2023、 I called Qatar Air ways to check if the have the ticket at their side, so I can choose the date directly

and Qatar air ways confirmed it is ok, and started to find me date with good price

after we reached date on 9th November with good schedule and cheap price, BUT while confirming the booking, qatar air line says, that GOTOGATe have requested refund for this ticket, and you are no longer have tickte at qatar air lines! contact your agency ！

Then I managed to contact your staff, by phone, but they are not helping, named Ahmed Hesham Kamal, he just trying to run away of the responsibility of the mistake of refuding this ticket. with out my permision

Your company caused me to lose my good and cheap price ticket and teribile delay and too much change at my schedule, adding to this the stress and horribole fighting time with your team and Qatar team who said that there is arefund Caused by GOTOGATE.

Please Find me my good tickte and I request you to find who did the refund and explain to me the reason ans why and how this happened.

You have to compnesate me the horrible time 3 weeks I spent talking to your agnet and Qatar air lines for this ticket.

Country code (Egypt) [protected]

bakryhmahmoud @gmail.com

On 02Aug2023 I bought flight tickets using the travel agency GoToGate.

On 23Aug2023 I received a notification that my flights had been changed by the airline (Gol Linhas Aéreas). I contacted the airline about it and was told I was entitled to modifying the booking for free if I wasn’t happy with the time I had been relocated to as the change was considered a major change in time. I immediately contacted GoToGate to request the change as Gol informed only them could make the change to the booking.

I have been exhaustively contacting the GoToGate agency since 03Sep2023 either via email, or phone calls. I’ve had I believe over 25 phone calls since then, some of them of over 1 hour, and my flights are still not changed. I keep been told the same thing every time: the airline hasn’t yet responded to our requested. I have also contacted the airline multiple times and the airline keeps telling me that they have already given authorisation and that there is availability in the flights that I want, so they don’t know why GoToGate doesn’t change the flights.

I don’t know what else I can do to get this solved. I feel very disrespected and completely harmed as I have been complaining with them, calling, trying multiple times to get this sorted, but have no hopes it will any time soon.

I attempted to make a reservation for a one-way flight from Dublin to Edinburgh on Wed 20th September at 7:30 am.

The booking was made the night before the flight, with booking.com saying only two seats remained at this price.

I tried on two occasions to book this flight with resulting error messages

Booking ref no.

40-[protected] (pin 5318) Euro 82.22 (AUD 154.20)

40-[protected] (pin 8857) - canceled

Both were returned as failure to make a booking, so I visited Trip.com and made a booking (Reference BD8CFY) Paid with Mastercard (Euro 74.87)

Upon realization that one of the Booking.com reservations had indeed gone through without confirmation I now was sitting with two identical flight bookings.

Ryanair was unsympathetic. Upon arrival at airport Ryanair was completely unreactive to a double booking and on top of this demanded Euro 55 x 2 for counter check-in (AUD 188.65).

I am now seeking a refund from Booking.com or Gotogate for a total of AUD (AUD 329.39).

I have proof of all transactions and email correspondence with Booking.com and Ryanair.

I booked my flight in June,2023 in 1st week but near 17th of June I cancelled my flight and its now 4th of September till date I didn't receive any refund from this company. The worst part is from 17 of June I am the only one who's taking follow-up from the company from Vistara airline and this go to gate company even though I made Conference calls between these two companies but only Vistara Airlines gives me email confirmation that they had

initiated refund to go to gate but the executives of go to gate named Humam, Shabana, Anuj and many more have no idea about the refund and great thing is that even though by noted down by them to call back from sales support team for 4 times they didn't call me back and when I say to connect me to senior from the floor they totally denied. I have no idea how su h idiots are being appointed by the HR of this company either the HR is stupid enough who didn't hire responsible people who takes the pain of the customer. Even Airlines are taking pain of the customer by sending them follow up emails with cc to me. But this company is so worse that they just sending auto generated emails. Now I had no other choice to file a complaint against this company into consumer court of harrasing mentally to me regarding this because I am the only person who are calling them again and again and they are such [censored]s who even don't know whereas my refund. If any body can do in this case kindly support else the last option is to file a case against them in consumer court

This is the second time in submitting a complaint & i have not gotten a response. I received a email from "gotogate/booking.Com" on 8/20/23 stating that the seat assignments cost of $236.26 was denied by the airlines & didn't except the alternative flight offered. The airlines said they don't assign the seats, you do, so they can't refund it because they don't have the money, you do. We don't drive & we need someone to pick us up & drop us off. We can't have someone to do this at this hour. We need our refund asap

Ms. Adva Michaely.

Order no. MDTYTZ

Booking no. PBEKG6

Telaviv-Athens-Mytilini 29 July 2023

Bought on 17 July 2023

Paid 285.48 USD

Price paid for FLEXIBLE Ticket.

On 26 July, 3 days before the planned flight called your company for change of date. Chatted with a few agents, mostly by phone.

The 1st agent gave me a price of around 250 USD WHILE THE ONGOING PRICES INC. GTG SITE WERE 150 USD!

2nd agent gave reasonable price of

23.83 USD as the difference of ticket fare.

When I wanted to rebook the agent didn't answer. 3rd guy gave me again the 250 USD offer, day later the checkin was made, not by me and your people directed me to Aegean who no nothing of flexibility and then i fell into the 24 hrs to fly and the ticket is lost.

Need to change dates or to get a full refund for the fact that you were acting against the flexibility contract that we had.

Dear Sir/Madam,

I am writing in regards to an isuues i have been having for nearly 1 year about with Go to Gate company about my flight cancellation with ref: LOZE9K on the 5th August 2022 booked with Go to Gate travel agency.

I have raised the isuue with Go to Gate and asked for a full refund. I have been waiting for just about one whole year to receive what I am entitled to but no positive result.

Go to Gate travell agency, did not inform me about the cancellation. We (family of three) went to the airport and there was no flight. After contacting Lufthansa, they replied saying that its the responsibility of Go to gate to have informed passengers about the cancellation, therefore they didn’t take responsibility of the refund.

I have contacted Go to Gate, mostly through the phone, at least 25 times am I have received mixed messages from different costumer services, statements from "we are working on your case” to “we have received the refund from the airline and should be ready with you within 2 weeks” – this was the last email confirmation in May 2023 and July 2023.

I called again on the 2nd of August 2023 and I was told that the airline has rejected the refund but not given reasons to why.

This is all too much. I request the refund of my financial loses due to flight cancellation and other expenses occurred during our stay at the airport for the whole day, trying to book a new flight.

I am very disappointed with the service I have received so far from Go to Gate.

I hope one day someone fro Go To Gate will look into my issue and Ithe refund what I am intitled to.

I am making contact with with service and ask for youir help to represent my case please.

Many thanks.

Regards,

Vita Baliaj

We booked a return flight from Auckland to London in May 2022 to spend christmas at home. It was 3 flights each way departing on 20/12/2022 and returning 19/01/2023. on 17/12 3 days before we were due to travel we received and email saying 2 of our 6 flights (1 each way) were cancelled by the airline and because of this we had to cancel our entire booking. 3 days before travelling and 5 days before christmas so it cost us double what we originally paid for replacement flights. GoToGate customer service were great when we called and told us they will get the refund for us for a small fee and should take 2-8 weeks. After 8 weeks we called again and were told there was no time frame and that they were waiting on Swiss air to give them the refund. 7 months later we have called, emailed and live chatted numerous times just to be told the same rubbish over and over again. After doing some research, the swiss air flight they told us was cancelled was really a fake flight. we were told it was departing at 00.20 on 21/12 but the real flight departed at 22.45 and was not cancelled. the second flight they told us was cancelled actually departed on time. We have used them before and not had a problem but this time we are $5633NZD out of pocket and not looking likely to get anything back

This is the email received from GO TO GATE:

Unfortunately your flight(s) for booking RBGKYS has been either rescheduled or canceled by the airline. To ease the impact this has on your travels, we have found the following alternative options.

Please review your options below and select your preference within 5 days of receiving this email or 5 days before departure - whichever is earliest, or it might affect your refund possibilities.

Kindly contact us if you have already made your selection and depart within 72 hours and have not received our confirmation email.

As an intermediary travel partner, the airline has provided us with the 2 following options:

Rebook your flight(s)

We are happy to offer an alternative flight and rebook you on the option of your choice.

Kindly note that on rare occasions you may be required to pay a fare difference.

In these cases, we will notify you by email, requesting confirmation and providing a link for payment.

We will automatically notify you and process your request after receiving your response.

Please find the alternative option below:

Wed, 5 Jul - AC8704

Departing: Cincinatti (CVG) at 06:00

Arriving: Toronto Pearson Intl (YYZ) at 07:20

Thu, 6 Jul - AC159

Departing: Toronto Pearson Intl (YYZ) at 22:00

Arriving: Calgary (YYC) at 00:14

THIS IS THE ALTERNATE CHOICE 37 HOURS BETEEN FLIGHTS!

So I accepted the cancellation thinking I have a ROUND TRIP TICKET and maybe there may be a small service fee. The original cost paid in February 2023 was

Flight fare. US$402.25

Taxes and fees US$127.85

Which is $530.10 per person for a total of $1,060.20

The result was a refund of $496.42 or approximately 47% of the amount I paid. I certainly was not informed that I would be getting less than a half of my ticket price. Their argument being the the return half of the ticket is non-refundable. Where in any communication did they explain that was the case. Why would an airline cancel only half of a round trip ticket? This is a sad case for any traveller; anding insult to injury this type of cancellation is not covered by the insurance I purchased from Booking. com either.

I paid fir an non issued booking . I added extra 50% of the tickets price..no issues ticked again with the right departure and transit time..called 5 times waited on line hours..my travel fir 2 persons are compromised..still no return from them. 4400$ spent..nothing than Indian playing in support line..with wrong answers and emails..everything is wrong..it is a criminal organization and a scam..worst experience in my life..lost 4300$..how can we allow this organization to steal people like this...

Leaving reviews all over the internet. Horrible. I needed changes to my flight dates. The representative asked me to call the airline, so if they accept to help me then the dates can be moved. The airline said that is not the protocol as Gotogate collected the money. Called back gotogate, they say it's a no go, no changes, no refund, as it's the airline policy. The ball is just thrown around, I will have to lose my tickets. I flew a few times with gotogate, I will never be coming back with them. Very sad experience. Don't go with them, once they process your money there are no courtesies, everything is set in concrete.

I bought a round trip flight from SLC to Tokyo for July 29,2020 on November 30,2019 for three passengers. I paid GoToGate $2,446.22.

COVID happened - on June 6 I submitted a request to cancel my booking on their website. On June 11 I received a confirmation email from them stating that my booking has been cancelled and they have already sent a refund application to the airline with a note stating "As the airlines are subject to massive workloads we are unable to provide you with a pay-out date, but we are of course doing our very best to get your refund as soon as possible".

From June 15 on I received an email on the first and the 15th of every month that my refund was still in process and they are just waiting on the airline (All Nippon Airways - or ANA) to process the refund.

On December 14 I had had enough waiting so I called ANA to inquire about the status of my refund. I was SHOCKED to find out that ANA had fully processed my refund and sent the money to GoToGate on JUNE 10,2020.

I immediately called GoToGate and the person that I talked with insisted that I will receive an email within a couple of days with an update. I received no email.

I called GoToGate again a week later and they told me the same thing, but this time I actually got an email with a name attached, but no helpful information or process to follow.

Thank you for your email, I apologize for the late reply, We are coordinating with the airlines on this matter. However, there is no response from their end as of yet. Given the covid reason, there is a delay due to understaffing with most of the carriers. Be rest assured we will update you upfront as soon as we receive further communication from the airlines. We thank you for your patience and understanding in this challenging time. Regards, Simarjeet S, Gotogate

I just want my money back. They have had my money for over six months and have not given it back. At this point I am disputing the charge with my credit card company, but this has got to stop.

I don't want others to go through what I have had to endure with this SCAM of a company. It's been a long and frustrating process, and I'm not sure if I'll ever see my money again. I understand that the pandemic has caused a lot of issues for the travel industry, but that's no excuse for GoToGate to hold onto my money for so long. It's unacceptable.

I would not recommend using GoToGate for any travel bookings. Their customer service is terrible and they don't seem to care about their customers at all. It's a shame that companies like this are allowed to operate. I hope that others will learn from my experience and avoid using GoToGate in the future.

OMG, I can't believe what happened to me when I booked my family's air tickets to Dubai from India and back with GoToGate. I thought I found a great deal with their cheap rates, but boy was I wrong! They have hidden charges that they don't tell you about until it's too late. I feel like I've been scammed!

When I booked the flight to Dubai, they gave me the option to select seats for an extra fee. I thought it was a good idea to choose seats with extra leg space and food, so I paid for it. But when I booked the return flight, they didn't give me any option to choose my seats. They only gave me two options: get random seat allocation or choose the option of getting seats together "BESIDES" as they quoted. I had no choice but to select BESIDES, which charged me a whopping 6400 INR in the name of seat allocation. I expected the seats to be either with extra leg space or at least meal included, but I was wrong.

After completing the booking and payment, I received an itinerary without seats being allotted and written BESIDES IN PLACE OF SEAT NUMBERS. I was worried and raised the concern in the chat option, but their phone number doesn't lead you to a customer service agent. They told me they would allot the seats soon, but when they updated the bookings with the seat numbers, those were the cheapest seats available in the whole aircraft. I couldn't believe it! I went to the seat change window of the airline and found out that a total of 1450 INR was spent on booking the cheapest possible seats in the aircraft. There was a difference of INR 4950 between the charged amount and money actually spent. I was furious!

I went back to the chat portal to take this up, but they told me there was nothing that could be done as I had purchased a service from them. How dare they say that! I asked for an upgrade of the seats or a refund of the difference or just the courtesy of buying the meals for us, but they just said nothing could be done. I felt cheated and robbed!

I want to warn everyone out there to never trust GoToGate. They are cheaters and will loot innocent people. I would have rather not complained if they would have charged that money as GoToGate booking commission, but no, it was for the fantastic "seat selection service they have offered". Beware and stay away from them!

My experience with Gotogate was a complete nightmare. I had booked a flight for November 2022, but unfortunately, the flight was canceled just a month before the scheduled departure. Gotogate did not offer me any alternative connection, and I was left with no other option but to request a refund for my ticket. I followed the link provided in the email and received a confirmation that Gotogate would take care of it.

However, after waiting for about two months, I decided to contact the service hotline to inquire about the status of my refund. I tried calling the German-speaking number, but I was automatically connected to the English-speaking line every time. The customer service representative informed me that Gotogate had no control over the situation since the cancellation of my flight was initiated by the airline. They could only wait for the airline to transfer the amount to them, and only then would I receive my money back.

I waited for half a year and reached out again, hoping for a solution. I was told that a solution could be expected within the next 3-5 days, and Gotogate would contact me. However, after two weeks without any response, I called for the third time. This time, I was assured over the phone that my issue had been classified as "high priority," and Gotogate would take care of it by directly requesting the refund from the airline. I was left wondering why they hadn't done that seven months ago.

After the third call, I received an email requesting me not to contact them anymore until Gotogate gets in touch with me. It was a frustrating experience, and I want to inform those who are also owed money by Gotogate that this company is based in Sweden and is subject to European law. However, it would be better to directly contact the airline. Unfortunately, I only discovered this late. If the flight starts within the EU, European law applies.

I found pre-written letters available online that can be used to demand a refund directly from the airline, even if the ticket was booked through a travel agency like Gotogate, and the airline directs you to contact the travel agency. Finding the correct address can be made difficult by the airline.

In conclusion, my experience with Gotogate was a disaster, and I will certainly never book through them again. The supposedly cheaper ticket turned out to be more expensive in the end, and the customer service was not helpful at all. I would advise anyone to think twice before booking with Gotogate.

So, I gotta tell you about my experience with GoToGate. I booked some flights with them right before the pandemic hit and they offered me a voucher to rebook at a later date. I thought, "cool, that's nice of them." But let me tell you, trying to use that voucher has been a nightmare.

First, I book the flights like they tell me to. Then, I get a message saying they'll "confirm" the rebooking within 24 hours. But there's a catch - the prices might go up in that time. And guess what? They always do. So then I get another message saying I have to pay more money or they'll cancel the booking. And they already charged me a "rebooking handling fee" just for the pleasure of dealing with this mess.

I try to complain, but they don't respond to my emails and the waiting times on the phone are ridiculous. I swear, I could go crazy listening to that automated voice telling me my estimated wait time over and over again. And when I finally do get through to someone, they just redirect me to another team and I have to wait even longer.

But here's the real kicker - the price increase they're trying to make me pay is totally made up. I checked the airline websites and there's been no change in prices. But they still cancel my booking because I won't pay the extra money. And then it takes them over a week to let me rebook with the voucher.

And the worst part? I've had to go through this whole process twice now. My voucher is about to expire and I'm pretty sure they're just gonna tell me it's invalid and I missed my chance. So basically, GoToGate is scamming me out of flights I already paid for.

I don't usually write reviews, but I had to warn people about these crooks. I hope word gets out and they get what's coming to them.

Me and my family live in the UK and we bought air tickets from GOTOGATE in May. Everything was confirmed until the day before travel. We were supposed to fly on 09JUL from BHX but GOTOGATE sent us an email on 08JUL that the airline has cancelled the booking. We were devastated! We called them and the airline multiple times to give us alternative flights but no one helped us. GOTOGATE were blaming the airline and the airline said we need to contact GOTOGATE. We had to buy another oneway three tickets right away from another airline which was very costly (paid ?3060) and sadly, we also missed our EID day!

We contacted GOTOGATE several times but they are blaming airline and told us to contact Airline. We called the Airline many times and they asked us to contact the travel agent as we bought tickets from them. We were going in circles! We contacted UK Citizens Advice consumer service reference number ZC*** but they referred us to European citizens advice bureau because GOTOGATE is governed by Swedish Law. We have contacted them and waiting for their reply.

At the time of return, we checked the airline's website for the return booking just to make sure if everything was okay but we came to know that there was no booking for KHI-IST-BHX on 06AUG. We again contacted GOTOGATE several times and they said Airline had cancelled our booking. We were in KHI at that time and we went to the Turkish airline office. They told us that GOTOGATE never paid them for this booking! They could not help us as this was purely the travel agent's mistake or negligence and no more seats were left!

We had to pay a hell of amount to buy oneway three tickets from another airline KHI-DXB-BHX 07AUG. We paid GOTOGATE for our tickets ?3,147.57 BHX-IST-LHE AND KHI-IST-BHX. But after the booking cancellation, we had to spend ?3,060.00 BHX-DXB-SKT and ?1,620.60 KHI-DXB-BHX. It was a huge financial loss for us!

We called the GOTOGATE call centre several times and all of them were unprofessional! They were not able to resolve the issue and kept blaming the airline only. We spent three hours in the Turkish airline office Karachi and they showed us everything, that they had done with our booking. We were so disappointed with GOTOGATE's service. Please do not buy ticket from gotogate as this company is not a member of ABTA and/or not associated with any other UK body. They have not refunded us anything at all!

I gotta say, my experience with GoToGate was just plain awful. I thought I was getting a good deal on some tickets, but boy was I wrong. I made a mistake when entering one of the passenger's surnames, and when I tried to fix it, it was like pulling teeth. I called the airline and they said that GoToGate had to make the change, but when I called GoToGate, it was like talking to a brick wall. I had to explain my situation over and over again to different operators, and not once did they offer to let me speak to a manager.

To make matters worse, they submitted the request to change the name after the 24-hour window had passed, even though I had called them within 15 minutes of making the purchase. The airline refused to make the change, and I had to buy a whole new ticket. Every time I called GoToGate, I got a different story. Sometimes they said they would compensate me, and other times they said I had to deal with the airline directly. And when I tried to file a complaint, they made it nearly impossible. Their website didn't have a complaint form, and when I called, they said they weren't taking complaints over the phone.

Overall, I would not recommend GoToGate to anyone. They were unhelpful, unresponsive, and just plain frustrating to deal with. If you want to avoid a headache, go with a different company.

Me and my two buddies, Viljoen and Ferreira, booked flights from Tenerife Norte to Ibiza on Vuelling Airlines through Gotogate on July 23, 2021. We were supposed to travel on July 27, 2021. However, we encountered a problem during the booking process. The confirmation screen did not appear, and the page just kept hanging. We waited for a long time, but nothing happened. We tried to retrieve the booking through Gotogate and Vuelling, but we got no results. Gotogate's website stated that it could take up to three days for confirmations, so we didn't panic immediately. However, the payment was deducted from our account on the same day, and we still didn't receive any confirmation. We tried calling their main number, which is ***959, from three different phones, but it didn't work at all. We tried calling for three consecutive days, but we didn't get any response. We also sent four emails to ***@gotogate.support between July 23 and July 26, but we didn't receive any reply.

Unfortunately, we missed our flight and had to book new ones at additional costs elsewhere. Gotogate's first reply to our emails came a week later, on August 2, after our travel date. In their reply, they stated that they had sent the confirmation to our email on the day of the booking, but they didn't specify which email. They also told us that if we wanted to cancel, we should contact the airline directly. However, we booked through Gotogate, so this didn't make sense. Moreover, they would charge us a 60% cancellation fee. We immediately asked for proof and details of the email address used for the supposed original confirmation. However, they only replied a week later, on August 10, with a generic reply that didn't answer our question. We asked for the details again, but they sent the same nonsense reply on August 19. We asked for the details once again, and on August 25, they sent the generic reply AGAIN, without answering our question. They clearly cannot show where they sent the supposed confirmation to. This makes us think that it never existed, and they are scamming us.

In summary, we paid for flights, tried our best to get hold of them through various means, missed our flights, paid for new flights, and a month later, with four replies from them, they still couldn't prove that they sent any confirmation. We strongly advise everyone to AVOID GOTOGATE AT ALL COSTS!

I had a terrible experience with GoToGate and I would never recommend them to anyone. I had to reschedule my flight after it was cancelled by the airline, but unfortunately I had booked through GoToGate instead of directly with the airline. This made it very difficult to get my ticket reissued. I tried to contact GoToGate through their website, but it was not user-friendly and I had trouble finding the contact options. I eventually found an online chat option on the Hungarian version of their website, but it took me three hours and four different agents to finally get my flight rescheduled.

To make matters worse, I had requested a special meal due to a serious allergy, but GoToGate did not forward this request to the airline for my rescheduled flight. As a result, I was left without food for my entire 15-hour journey. When I asked for compensation, GoToGate denied responsibility and redirected me to the airline. However, I don't see how the airline could be responsible for GoToGate's mistake.

Overall, I was very disappointed with GoToGate's poor customer service and lack of attention to detail. I would advise anyone to book directly with the airline instead of using a third-party travel agency like GoToGate.