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GoToGate
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1.1 24 Reviews 521 Complaints
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GoToGate complaints 521

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11:03 am EDT
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GoToGate admin fee per person for refund request on flight cancelled by the airline

Order Number: KPHQEY
Booking Ref: O6QJ6R

I am outraged that gotogate thinks they have the right to charge me a fee of £15 per person to refund me for a flight that was cancelled by the airline whilst we were all sitting on board the flight waiting for it to take off.
The cancellation was on the airlines side not mine - why do gotogate think that I am the one that should pay the refund admin fee?
All I am asking for is my money back for a flight that never happened and caused me huge amount of time, grief, expense and missed holiday!
If there is an admin fee to be paid the airline should pay not the customer who has been inconvenienced! The only reason why I the customer am being charged is because they already hold my money and therefore it is easy for them to help themselves to as much of it as they would like - and I can do NOTHING about it!

I do not expect to be charged an admin fee for a refund on a flight that was cancelled on the day by the airline.
Just refund me the money that is due back to me please!

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GoToGate
,
Aug 31, 2018 2:43 am EDT

Hi,

We are sorry to hear what has happened in regards to your cancelled flight. We have had a closer look at your case are in a total agreement with you. It is unreasonable to charge a cancellation fee in this case, even if this is agreed to in our terms and conditions. We have therefore decided to waive the fee of 15 GBP per person. We have been in contact with our economy department who can confirm that we have received a total of 208.64 GBP refund for your outbound flight - which has been refunded back to the card used at the time of purchase today. Please allow your bank 2-3 days to handle this transaction.

Please note that some refunds will be registered in your account on the same exact date as when your booking was made.

Best regards,
Hanna
Customer Relations Department Gotogate

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O
10:53 am EDT

GoToGate non existent customer service.

Now been waiting for 1 hour and 12 minutes and giving up. My payment hasn't been processed by Gotogate yet and danger of loosing my ticket. Used Gotogate many times in the past. Always nervous about getting booking completed. This is now the very last time I use them and will gladly pay some £10 extra for a competent trusted website. My advise, stay away, the small savings is simply not worth the headache.

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3:39 am EDT
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GoToGate extra charges on ticket

hi, my name is Anisoara Schiopu. i bought a fly ticket on 13th august .
fly details :Booking No.
London - Iasi Z7GH6V
Order number KQB65E
Order date 13 Aug 2018
email ref no from customer service : [protected]
on the site show one price, but when i received the confirmation i realise that i was charged extra £58.01
price on the site was : £129.98 and i was charged £ £187.99
i have the picture because i send it to my husband to show him price .
-I spoke to someone at the customer service and told me there was an additional charge of about £ 58.01.
I would like to mention that, in addition to the purchase of the ticket, I have never seen the addition of this amount of money.
I say I was cheated by this amount of money.
i can be contacted by email : [protected]@yahoo.com
phone : [protected]

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8:47 pm EDT

GoToGate change name help!!

Hello my name is Amal Laghribi, my booking number is: RLTNWD. I will travel from Casablanca to Manchesteron the 16 August 2018. And for some reasons I can't travel. I want to change the name urgently for my daughter name, I don't have a plexible ticket but I booked with royal air maroc airlines... and I know they allow change of name with some additional cost. Please Go To Gate can you help me with this problem I will pay anything you want me to pay to fix the problem.
Thanks
Amal.

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2:51 am EDT

GoToGate change of name on ticket

Name Irina Rabinovich
E-mail [protected]@hit.ac.il
Telephone number [protected]
Booking number TGG4ZJ
Original departure date 12/09/2018
New departure date 12/08/2018
Describe your query as precisely as possible
Dear Sirs,
case number [protected]. I asked to change the first name on ticket.
I just spoke to the Airoflot representative in MOSCOW
tel +[protected]
She advised me that they AGREE that you change the name on the ticket to IRINA RABINOVICH instead of Alexander Rabinovich.
If THIS IS STILL IMPOSSIBLE FOR ANY REASON - PLEASE REBOOK THE TICKET ON MY NAME ON THE SAME FLIGHT
PLEASE LET MY KNOW THE COST, if there is any

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Update by Irina Rabinovich
Aug 07, 2018 2:52 am EDT

Name Irina Rabinovich
E-mail irener@hit.ac.il
Telephone number [protected]
Booking number TGG4ZJ
Original departure date 12/09/2018
New departure date 12/08/2018
Describe your query as precisely as possible
Dear Sirs,
case number [protected]. I asked to change the first name on ticket.
I just spoke to the Airoflot representative in MOSCOW
tel +[protected]
She advised me that they AGREE that you change the name on the ticket to IRINA RABINOVICH instead of Alexander Rabinovich.
If THIS IS STILL IMPOSSIBLE FOR ANY REASON - PLEASE REBOOK THE TICKET ON MY NAME ON THE SAME FLIGHT
PLEASE LET MY KNOW THE COST, if there is any

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8:47 pm EDT
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GoToGate flight

A family member passed so we had to take an emergency flight. We had already bought tickets to leave and return at different dates so we tried to change them when we were returning. When we first purchased the tickets we didn't receive a confirmation email so when we went to change the tickets we didn't have a confirmation code to give. They tried looking up our names but there was no record that we had ever purchased the tickets. We had to purchase a whole other set of tickets to come back and when we returned we realized we had been charged for the tickets we couldn't find before.

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3:58 am EDT
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GoToGate flexible ticket rebooking instructions

Hi,

I am writing in regards to changing the outbound trip of my flexible ticket from Almaty to London Via Kiev as I can not locate the ' write to customer service' function on your website.

The original date of the departure is 12th of August at 05:00 with my booking number being BWBQMK and the flight number of PS538 and I would like to postpone this trip.

What are the required procedures to do so and could I get your email address, please.

Thank you

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Update by Hyunmok Wang
Aug 04, 2018 12:46 am EDT

could you guide me through email as I am abroad at the moment

Update by Hyunmok Wang
Aug 04, 2018 12:45 am EDT

Could you guide me through email?

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10:20 pm EDT
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GoToGate I made double booking/reservation.

Hi,

At first, I booked a flight going to Hongkong last Friday dated July 20, 2018 at 9:57 pm (Philippine time) and I received an error which says that "failed reservation" so all the while I was thinking that it did not really go through. For this reason, I did the same process and tried to book another flight unfortunately I received an error message again. However, I got text messages from your site that the 2 bookings were successful and I got charged on my credit card.
I just want you guys to cancel the second booking I made with a reservation number KPV4HQ...please cancel.
Nothing is wrong on my end. Attached herewith are the necessary documents that you need.

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Vanessa Hamon
, US
Aug 21, 2018 4:07 am EDT
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my booking details are Vanessa hamon A7bexy on the 31st July

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Vanessa Hamon
, US
Aug 21, 2018 4:05 am EDT
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Below is exactly what happened to me when booking a flight from Southampton to Manchester! I contacted straight away and tried to cancel without charges! this was the beginning of August and it still hasn't been sorted.
Im a single mum and cannot afford this problem. I feel payment was taken without my consent and feel like contacting the bank also.

( I booked a flight going to Hongkong last Friday dated July 20, 2018 at 9:57 pm (Philippine time) and I received an error which says that "failed reservation" so all the while I was thinking that it did not really go through. For this reason, I did the same process and tried to book another flight unfortunately I received an error message again. However, I got text messages from your site that the 2 bookings were successful and I got charged on my credit card. )

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3:12 pm EDT

GoToGate airline ticket price

Gotogate fleeces customers with a markup price. I have used gotogate for bookings previously. The booking from Johannesburg to George was a horrible experience. I ended up coughing 600 rands more than the airlines website(paid 3200 rands). When i contacted the call center, they gave me a stupid explanation of the concept of markup price. I would advise customers to never to use gotogate

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10:11 am EDT
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GoToGate flexible ticket seems not flexible at all

I booked a ticket in April. From Tokyo to HoChiMinh. Departure July 16th.
I needed to fly out of Japan earlier. I needed that flight on June 22nd.
I contacted Go2gate but received impersonal replies.
I then searched for help of any kind, but I came across a lot of negative comments on your services. I decided not to call internationally to be kept "on hold"for hours and took my loss. I have booked a new ticket. -unfortunately.
I posted a comment on go2gate as well to warn other travelers. And you replied very quickly.
Thank you.
So maybe you might still help me?
I don't know, but I will appreciate it!

My booking was UPUWKT e-reference [protected]
Tokyo-SGN 16/7/2018
Flexible ticket

What can you offer me?
I don't need to fly to SGN since I arrived already.
I might need a flight from Spain to Belgium in August.

I am currently backpacking in Asia and I can't make phone calls. So please help me out per e-mail. Thank you. Best regards

I will add 3 pictures
-our correspondence
-your prompt reply to bad comment
-your info on flexible ticket

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2:38 am EDT

GoToGate avoid buying tickets from gotogate

I've been trying to contact them for a very long long time, it's been 8 months and the issue was resolved. They keep sending me the same message over and over again. I tried contacting their customer service to change my flight and no one was picking up, I called over and over again and still no pick up so I decided to buy a different ticket from a different airlines. Now I'm asking for a refund and no one was doing their job they keep sending me questions that I have already answered numerous times via email. Please don't ever buy tickets from them.

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6:08 am EDT
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GoToGate could not change my flexi ticket

I have tried phoning the change your ticket customer service line and could not get through hung on and on and tried several times now my 24hours is up and I have lost my ticket. I am gutted Is there any way I can get a refund still or change my ticket date, when I phoned flyby they said I had a ordinary flight ticket and could not change it now I have tried and tried to get through to you to change and my 24 hours is up. Also I think it should say in some obvious way how to change your flexi ticket I assumed it was through flyby who informed me I had to do it through you but you do not answer your phones What am I supposed to do now. My flight number is GP6CPX 2 adults
Regards Ann Weir

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9:05 pm EDT
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I called your 24/7 customer service 3 hours ago I've been put on wait since then Please wake your agents up A reason to not use Gotogate in the future sucks Also, I filled in the right email but didnt get my booking I have sent email and currently calling regarding this problem As I'm unable to reach to you guys I'm assuming that this is your problem Please fix

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5:42 am EDT
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GoToGate flights

I have called Thomas cook who asked that I contact the travel agent (GotoGate) with regards to adding additional services, as apparently my tickets have not been issued properly? Thomas cook said that the travel agent needed tp contact them. I do not understand what this means. I called 0203 795 7674. I spoke to Gurema at 10.53. She advised to contact Condor Airlines as this was not the travel agents responsibility telephone on 01733224330. I did this but had no luck. I have now been trying to get help with my booking for over 1.5 hours and I am not happy with the terrible customer service.

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3:00 am EDT
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GoToGate you are a disgrace!!! and liars...

... I have been in contact with your services since yesterday - and getting misleading answers from your side (case number [protected]).

I just contacted - again - Air Portugal about the situation they created (cancel of flights/replacement by other at different times).
And - by the way

I got no notification from gotogate of any flight changes…
Check your records!

Pure luck that I consulted Amadeus…to realize the changes.

What matters:

Air Portugal said that you can change the flights (for no price increase - since they have available seats on earlier flights).
In case of doubt - tap said - check via the tap help desk reserved to travel agents…
So, for your own sake - do it…

But - your operator said - lying! - that they could not.

If you don't:
I will be forced to present a formal complaint with the regulator (UK).

Please take note that I shall be using this exchange of mails for whatever purposes I may consider appropriate.

And - there is a message to Air Portugal, in copy - check your "intermediaries" and their quality of service - and assess if they deserve to represent you…

Thanks,

A. Lacerda de Queiroz

Dr. Antonio Lacerda de Queiroz
Tel: +[protected], Fax: +[protected]

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Update by Antonio Queiroz
Mar 27, 2018 3:02 am EDT

Reserve/booking number - JKXZZN

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10:15 am EST

GoToGate ripped off, took double payment

Booked flight to Berlin for two passengers via RyanAir summing a total of 183€ for both tickets including return flight but during payment through the site I noticed that the fees charged were doubled from 183€ to 366€, I rechecked the process of the payment and noticed I had made a double payment by mistake, for the exact same flight, the exact same passengers for the same time and day. I immediately contacted RyanAir but they informed me that they could not do anything as the payment is made to GOTOGATE, within a matter of minutes I then contacted GOTOGATE and they requested an e-mail describing the occurrence. What I requested from them was to refund half of the total payment because the flights were paid in double, I then received an e-mail from GOTOGATE informing me that the according to company policy a deduction of 51€ per passenger will be charged and the remainder will be refunded. I did not agree with this result and requested a phone number where I could argue my point of view and explain the unfairness of the process, there was no backing off from GOTOGATE, they remained firm with their decision to deduct a total of 102€ from a sum of 183€, leaving me with a total refund of 81€. I did read their policy, it is not clear and the only penalization I was able to see was a total of 29€ per passenger this is if there was a cancellation or alteration of the flight already booked, which this was not the case, all I requested was a refund of the extra payment I did as mentioned previously, I paid twice for the same order. I contacted GOTOGATE on the number they supplied but the gentleman taking care of customer service could not help me, he had to abide to company policy and the deduction of 102€ was to go ahead. I was left with no option but to agree with the amount of the refund or run the risk of getting nothing back.
Can someone please help me retrieve the money I paid extra, although I recognize that the mistake was mine for paying double for the same order, the extra money paid should be due back to me, I cannot understand or accept this type of business.
I have sent a complaint to the European Commission in order to help resolve this dispute

Sincerley Yours
Victor Fernandes

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Markel Stavro
, US
Apr 16, 2021 12:53 pm EDT

Same happened to me for the amount of $652 ticket from Chicago to Minsk. The double charged me twice of that amount! Buyer beware! They are fraudsters!

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5:40 am EDT

GoToGate very bad service

The worst ticket agency in the world.
Silly me, I booked flight tickets that were more expensive than the actual price on the airlines' website...
I checked other tickets to different directions and compared their rates to those that were presented on sites of airlines. Same here. Higher prices, strange policies, additional fees for every move, paid correction and so on.
I am not sure they are trustful and worth your money.
I made a mistake when booked from them. I swear it was the first and the last time.

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10:12 am EDT
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Hi, I had been on the site to purchase 2 tickets and right after feeding the system with my otp for transaction, the page gave me an error message. However, my bank statement confirmed that the payment has been debited through email and message. I tried calling gotogate and they didnt pick my call. The experience is horrendous!! Are you guys frauds?

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8:10 pm EST
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GoToGate airline booking

A trip to Europe absolutely destroyed by the WORLDS WORST customer service. In actual fact they have zero customer service whatsoever.

I booked a return economy flight, on GoToGate.com, for the 5th of February retuning on 16th February 2017.

Subsequently, I needed to change both flight dates and flight class from Economy to Business. Initially, GoToGate had no problem with this and sent me the payment link via email to make payment of 1365GBP, for the date changes and class upgrade.

This is when it all went downhill. The Payment link never worked, despite trying 3 separate payment methods. When I phoned them to query this, i was told that they cannot find my request so couldn't help me.

Instead i was told i could effect the changes telephonically BUT now I could only upgrade from Economy to Premium Economy and no longer Business Class, as it was sold out and it would now cost me 4000GBP!

(Keep in mind on both occasions I was told that an upgrade IS POSSIBLE from Economy to a higher class).

In subsequent email responses from GoToGate, all generic and none with any real customer service care at all, I was told I CANNOT UPGRADE but can cancel my ticket for an exorbitant fee.

Despite almost 15 emails to them i keep receiving generic machine automated responses saying:

"Dear Sir/Madam,

Right now we have longer than usual response time to e-mail. We are sorry for the inconvenience and we will get back to you shortly.

Please note that this is an automatically generated e-mail.

Kind regards,
Gotogate"

Sadly, this email only arrives after 24 hours of my initial email and then i wait another 24 hours for another pointless email which is completely unhelpful.

This website must be taken to task and i will be reporting them to IATA as i truly believe they are taking advantage of the public and abusing customers trust. They are ruthless and simply do not care about their customers.

My flight is in 2 weeks and i'm still awaiting a response to an email I sent 48 hours ago!

This is an unscrupulous company and I urge anyone thinking of traveling to AVOID GoToGate.com at all costs!

GoToGate.com is the WORST Airline Travel Website in the world!

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4:13 am EST

GoToGate unethical behaviour

I booked a one-way ticket from Cape Town, South Africa to London Gatwick roughly 5 months before my intended travel date. Four weeks before my departure date I received an email from GoToGate stating that my flight had received a "time change" and I should respond within 5 days to secure my booking.

Looking at the email I saw that the landing time had been delayed by an hour. I accepted this change in an acknowledgement email. A few days later I received a new e-ticket that stated my flight destination had changed from London Gatwick to London Heathrow without my knowledge or consent. I had consented to the new landing time but had no knowledge of the new destination airport.

I contacted GoToGate to try resolve the issue but the repeatedly and rudely keep informing me that because I accepted the new schedule I have accepted liability.

I was grossly misled by the terms and lack of information contained in the email correspondence.

My partner and myself had to get a coach from London Heathrow to London Gatwick costing us an additional £50.

Date of flight: 5-6th January 2017
eTrackNr: [protected]

I have requested a refund of the cost of the coach trip but have had no reply from GoToGate.

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About GoToGate

Screenshot GoToGate
GoToGate is a leading online travel agency that offers a wide range of travel services to customers around the world. With a user-friendly website and a comprehensive selection of flights, hotels, and rental cars, GoToGate has become a popular choice for travelers looking to book their next trip.

One of the key features of GoToGate is its extensive network of airline partners. Customers can choose from a variety of airlines, including major carriers like American Airlines, Delta, and United, as well as budget airlines like Ryanair and EasyJet. This allows customers to find the best deals on flights to destinations all over the world.

In addition to flights, GoToGate also offers a wide range of hotel options. Customers can choose from a variety of accommodations, including luxury hotels, budget hotels, and everything in between. With options in popular destinations like Paris, New York, and Tokyo, customers can find the perfect hotel for their needs and budget.

GoToGate also offers rental cars, making it easy for customers to book their entire trip in one place. With options from major rental car companies like Hertz and Avis, customers can find the perfect car for their needs and budget.

Overall, GoToGate is a reliable and convenient option for travelers looking to book their next trip. With a wide range of travel services and a user-friendly website, customers can easily find the best deals on flights, hotels, and rental cars.
How to file a complaint about GoToGate?

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1. Log in or Create an Account:
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2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with GoToGate in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with GoToGate. Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
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8. Submission Process:
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9. Post-Submission Actions:
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Ensure to follow these steps carefully to effectively file a complaint against GoToGate on ComplaintsBoard.com.

Overview of GoToGate complaint handling

GoToGate reviews first appeared on Complaints Board on Oct 17, 2016. The latest review Customer service was posted on Apr 28, 2024. The latest complaint Fully Paid Flight Seat Selection were not performed. Full Refund Demanded was resolved on Jan 14, 2023. GoToGate has an average consumer rating of 1 stars from 543 reviews. GoToGate has resolved 10 complaints.
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  1. GoToGate contacts

  2. GoToGate phone numbers
    +1 (646) 558-7089
    +1 (646) 558-7089
    Click up if you have successfully reached GoToGate by calling +1 (646) 558-7089 phone number 0 0 users reported that they have successfully reached GoToGate by calling +1 (646) 558-7089 phone number Click down if you have unsuccessfully reached GoToGate by calling +1 (646) 558-7089 phone number 1 1 users reported that they have UNsuccessfully reached GoToGate by calling +1 (646) 558-7089 phone number
    United States
    +44 203 794 7674
    +44 203 794 7674
    Click up if you have successfully reached GoToGate by calling +44 203 794 7674 phone number 133 133 users reported that they have successfully reached GoToGate by calling +44 203 794 7674 phone number Click down if you have unsuccessfully reached GoToGate by calling +44 203 794 7674 phone number 158 158 users reported that they have UNsuccessfully reached GoToGate by calling +44 203 794 7674 phone number
    United Kingdom
    +61 281 887 187
    +61 281 887 187
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    Australia
    +64 397 46 868
    +64 397 46 868
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    8%
    Confidence score
    New Zealand
    +43 26 822 059 397
    +43 26 822 059 397
    Click up if you have successfully reached GoToGate by calling +43 26 822 059 397 phone number 9 9 users reported that they have successfully reached GoToGate by calling +43 26 822 059 397 phone number Click down if you have unsuccessfully reached GoToGate by calling +43 26 822 059 397 phone number 10 10 users reported that they have UNsuccessfully reached GoToGate by calling +43 26 822 059 397 phone number
    Austria
    +32 28 953 972
    +32 28 953 972
    Click up if you have successfully reached GoToGate by calling +32 28 953 972 phone number 2 2 users reported that they have successfully reached GoToGate by calling +32 28 953 972 phone number Click down if you have unsuccessfully reached GoToGate by calling +32 28 953 972 phone number 6 6 users reported that they have UNsuccessfully reached GoToGate by calling +32 28 953 972 phone number
    Belgium
    +1 (647) 484-0871
    +1 (647) 484-0871
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    Canada
    +86 400 120 1638
    +86 400 120 1638
    Click up if you have successfully reached GoToGate by calling +86 400 120 1638 phone number 3 3 users reported that they have successfully reached GoToGate by calling +86 400 120 1638 phone number Click down if you have unsuccessfully reached GoToGate by calling +86 400 120 1638 phone number 6 6 users reported that they have UNsuccessfully reached GoToGate by calling +86 400 120 1638 phone number
    China
    +420 296 180 467
    +420 296 180 467
    Click up if you have successfully reached GoToGate by calling +420 296 180 467 phone number 4 4 users reported that they have successfully reached GoToGate by calling +420 296 180 467 phone number Click down if you have unsuccessfully reached GoToGate by calling +420 296 180 467 phone number 6 6 users reported that they have UNsuccessfully reached GoToGate by calling +420 296 180 467 phone number
    Czech Republic
    +45 70 807 312
    +45 70 807 312
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    Denmark
    +33 359 814 399
    +33 359 814 399
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    France
    +91 800 100 9609
    +91 800 100 9609
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    India
    +353 15 268 328
    +353 15 268 328
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    14%
    Confidence score
    Ireland
    +39 230 578 287
    +39 230 578 287
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    Italy
    +81 345 107 594
    +81 345 107 594
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    Japan
    +60 392 121 602
    +60 392 121 602
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    20%
    Confidence score
    Malaysia
    +52 554 164 2233
    +52 554 164 2233
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    33%
    Confidence score
    Mexico
    +31 207 989 105
    +31 207 989 105
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    9%
    Confidence score
    Netherlands
    +47 81 552 988
    +47 81 552 988
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    14%
    Confidence score
    Norway
    +63 22 313 126
    +63 22 313 126
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    Philippines
    +48 123 987 792
    +48 123 987 792
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    20%
    Confidence score
    Poland
    +65 31 572 707
    +65 31 572 707
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    33%
    Confidence score
    Singapore
    +27 318 197 058
    +27 318 197 058
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    South Africa
    +82 707 488 3572
    +82 707 488 3572
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    South Korea
    +34 935 452 890
    +34 935 452 890
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    20%
    Confidence score
    Spain
    +41 315 449 887
    +41 315 449 887
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    Switzerland
    +886 801 127 693
    +886 801 127 693
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    Taiwan
    +90 312 900 1732
    +90 312 900 1732
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    Turkey
    +44 203 365 0130
    +44 203 365 0130
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    50%
    Confidence score
    Israel, Saudi Arabia, UAE
    +44 207 943 2838
    +44 207 943 2838
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    33%
    Confidence score
    Bulgaria, Slovakia, Ukraine
    +852 30 081 583
    +852 30 081 583
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    Hong Kong, Indonesia, Thailand, Vietnam
    More phone numbers
  3. GoToGate emails
  4. GoToGate address
    Miami, Florida, 33131, United States
  5. GoToGate social media
GoToGate Category
GoToGate is related to the Travel Agencies and Tour Operators category.

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