GoToGate
reviews and complaints

I booked a flight with GoToGate. My flight got cancelled. I requested a refund. My account on GoToGate shows the refund was processed on 2/15/23. Today is 5/3/24. I paid via electronic means. It should not take this long to refund me via electronic means. GoToGate will not accept phone calls for refunds. This is horrible customer service. I would like my refund now along with 2.5 months interest. My booking number is PS4PGZ.

On April 13,2023 a United Airlines flight my wife and I were booked on was canceled due to the FLL airport closed due to heavy rain and flooding at the airport. We attempted to rebook a flight via another airport - West Palm Beach. Unable to rebook due to nothing available that fit our schedule. Subsequently, we weren't able to take the return flight. United Airlines told us we could get a refund, but when United learned we had booked the flight through Booking.com they told us we had to deal with Booking.com for a refund. We contacted the Booking.com Service Center (GoToGate), and explained the situation. The response was they had no record of the canceled flight so we weren't due a refund. It was very difficult to understand the broken English of the person we talked to. Why wasn't GoToGate informed of the cancelation? I told the service representative we could email the needed information documenting the cancelation and were told it wasn't necessary. We have contacted United Airlines Service Center asking for a explanation and were informed that it could be weeks to get a response. That sort of answer is an obvious stalling tactic.

Flight info: William Robert Harris II, Eva Kathleen Harris, United Airlines Flight - Denver to Fort Lauderdale, April 13, 2023, Booking ref. M8W9HX, Ref. ID 83D450C, Customer ref. 40-[protected]. We need a satisfactory response from Booking.com and United Airlines

Incorrect refund issued following flight cancellation, admin fees retained incorrectly.

Nearly 12 months following initial booking I still don't have an answer to the breakdown of the bill and refund, and keep getting fobbed off.

My case has been referred to their 'concern department' and the fare breakdown request is with the 'finance team'. This has been the case since December.

The amount I am asking for, that is my money, is a minimum of £42. Technically it should be £68 as I don't see why I should pay them an admin fee for them to give me my money back when my flight was cancelled - surely any admin fee for refunds should be taken up with the airline.

That being said, the difference in admin fees is £42 that they owe me, allowing them to keep their admin fee regardless.

Last February 14, 2023 I booked our flight to Melbourne. We (my parents and I) will travel from the Philippines to Melbourne with almost 6hrs layover in Singapore.

On my first booking, I only added 20kgs of baggage into our booking, but I realized that our baggage allowance wouldn't cover our baggage when we came back to the Philippines. So I decided to book another order to Gotogate since I already booked our flight with them.

Our second booking was made last March 8, 2023. I added 32kgs of baggage for each of us and added 3 meals for our flight. I paid the order once I received the payment link. A representative of GoToGate even sent me an email of confirmation with a list of items of my order with it after the payment.

The exciting part was when were riding the airplane (Jetstar), the stewardess didn't serve us with the food we order. We even ask the stewardess, but refused and told us that our names were not on their list. We ended up not having any meals.

After the incident, I tried to contact Gotogate to confirm our baggage allowance for our flight back to the Philippines (Cebu Pacific) since I worry that the booking did not proceed but the customer representative cannot provide me with the complete details. So I ended up coming to the airport just hoping that there will be no trouble with our flight that night.

On the day of our flight, while checking in our baggage, the airlines were not accepting our baggage as they are not informed regarding the booking. They tell me that the booking was not forwarded to their end, hence, we cannot proceed with the check-ins.

I was devastated that night, we are left 2 hours before our flight and no one is with us to pick up our baggage because my sister cannot come on time to pick up our excess luggage. It was only 30 minutes left before our flight when we decided that one of us should be left behind in Melbourne just to be with our luggage.

My father volunteered to wait for my sister's arrival to pick up the luggage, and possibly his as well because he cannot make it on time. FORTUNATELY, there was a delay on our flight. He made it just a split second before the gate closes.

On our plane, just to make sure, I ask if our names were shirt listed to pax with meal allowance, but there was no surprise that we were not listed.

That was an epic adventure. I hope that it won't happen to anyone, so don't book your flights with GotoGate.

Hi

Trust you are well and blessed! Please find attached as requested. PLEASE come back to me as soon as possible. I really cannot afford this amount.

Return Flight – R 1437 – 03
Booking No. Johannesburg - Durban EVBIQ5
Booking No. Durban - Johannesburg UH6Q04
Order number M76OP0
Order date 21 Apr 2023.
One way flight (SAFAIR will be cancelling same and credit your account whereupon you will need to pay me back) R570-99
Booking No. Durban - Johannesburg 4HZ7OH
Order number M76R8M
Order date 21 Apr 2023

First, I never booked from this website and decided to booked after saw sign of "24 hours cancellation" on their website. I booked 2 trips for next year. In one of the trip I noticed that I didn't add my middle name. This is the start of I found out inconsistency in their customer service. I called many times and each saying different answers to the same question. I provided them copy of passport and paid extra money ($45 their fee + $30 airline fee) So far I waited for 2 weeks but my middle name not added yet. Their excuse is my travel time still far ahead. My point is, doesn't matter when is my travel time, the moment they charge mr credit card someone needs to work on it.

Secondly, since I found out this company not trust worthy I made cancellation on my other trip. In order for me to made cancellation that they advertised free for the fisrt 24 hours, I need to call multiple times and of course given all different answer. The employee tried their hardest not to honor. I was directed to call airline directly, then inform that its not refundable, anothet call just simply got hang up. After trying may be the the 15th times the worker said will refund me with cancellation charge $45 per person. There's 4 people in one reservation which is I paid and they not even made payment to airline yet. This company promising free cancellation within 24 hours and had charging $45 per person not per reservation which is not as they advertised.

Hello sir

I booked my ticket by myself, through atm card, this is not any travel agency, I did not book from any travel agency and bought the ticket myself through drictly your website. I am using my atm card, something is problem that way already cancel my ticket 4 april 2023. My question is when I refund my money on my atm card, already I will inform indigo airlines, please cooperate with me.

Pnr — wrzltz

Please give me some information

Sitll not money has been deposit in my account,

Thanks

Hi Team,

I booked a round trip tickets from Kuala Lumpur to Chennai on 26th Dec 2022 through GO TO GATE. On 31st Dec 2022, I cancelled the return flight from Chennai to Kuala Lumpur and requested for refund.

I have been contacting the customer service day and night for more than 3 months. First few times, received automated response saying wait patiently. Then, I was informed by the customer service agent that the refund request has been sent to Indigo Airlines and waiting for their response. Third time and fourth time also the same, saying that they are still looking into the refund. When I asked the agent to escalate this case and he hang up on me and no response.

The chat service is also keep on disconnecting saying, "chats waiting so we are disconnecting”.

The status of the refund in “MyBookings” section is also not updated. The last update was on 31st Dec 2022 (the booking cancellation date).

No refund has been issued until now.

Regards,

Gowtham

+64-[protected]

On 24/3/23 I booked a return flight for my daughter from London Heathrow to Cape Town. The quotation for KLM Air came to SAR8640.00 which I attempted to pay by Mastercard credit card. My bank notified me of an impending charge of SAR9911,12 which I had to autherise. A few minutes later another billing was attempted for SAR48292.36, both of which I rejected as being incorrect.

I consider these charges to have been fraudulent or, at best, misleading. The company address at the bottom of the page reflected as Uppsala, Sweden, which is not the Corporate HO as per their Website.

I have booked 3 round tickets to Kuala Lumpur from belgium through GO TO GATE the flight was canceled within 1 hour due to technical problem from their end and after they have deducted 2660 EUR from my account and I keep on calling the customer service day and night no reply except that we are still looking into the refund no refund has been issued and nothing is happening it’s frustrating.

Please help ,

Sandra

I tried calling customer service many times, to reschedule the booking but they say the airline is not giving the price and the technical team needs to contact me. Im not sure how many days I need to wait just to reschedule a flight. If booking.com cant help even with this then what is the use? I'm seriously disappointed with booking.com and will not use it going further and will recommend all my friends to not sure this site anymore for any kind of booking.

No response till now and everytime the each customer agent tell me a different answer and completely guide me wrong .

I literally wasted a lot of time trying to talk to them but still the same response.

I booked a round trip flight in Dec,2022 from Williams Lake to Vancouver with Pacific coastal airlines (btw worst airline ever). I travelled one way and the other one was cancelled by airline. It took me couple weeks to contact the airline and then GOTOGATE through which I booked my ticket. Airline issued the refund to gotogate and on Jan 29th, 2023 I received email that your refund has been issued and should be in your account within two weeks. Its 2 months now and nothing yet. Whenever i try to contact them either they hang up or disconnect my chat and end up saying check with your bank. I am still struggling to get my refund back.

I brought and paid for 4 tickets to new Zealand At the beginning of January 2023

The tickets were cancelled within 5 minutes of receiving the payment of £6,595.46 I have contacted Go To Gate on a number of occasions they have said there is a technical issue with refunding the money. They have had my money now for nearly 2 months. They cannot explain what the technical issue is.

I even got told in the 2nd week of Feb that the money would be refunded by the end of the next week which never happened. I have just got of the phone from goto gate and they are still saying that it is a technical issue but can't tell me what the technical issue is.

The airline cancelled our ticket and because it was booked thought 3rd Pary Go Gate, Cathay pacific won't help us. We contacted Go Gate and they kept saying that they have to get a confirmation from Cathay pacific to change the ticket, we are flying to USA next month and cannot make any internal plans as I am not sure if I will receive the ticket on time. I am also waiting for a refund for Go Gate since end December for another ticket and they claim they are waiting for a confirmation from Cathay Pacific. I am currently contacting Go Gate and Cathay Pacific daily to get a confirmation, but no one can help me. Gotogate is stealing money from their customers. Gotogate should be banned, and I hope no one else should go through the same thing that I am going through.

I cancelled my return ticket last July 2022 and until now I haven't got my refund. I have contacted Gotogate customer service hotline several times in their Sweden office but they can't give me a clear answer as to when will I get my refund. The last time I called, the virtual assistant said that I can only check my refund status via their website. Gotogate is stealing money from their customers. According to Saudia airlines they've already processed my refund 3 weeks after I cancelled and Gotogate should've refunded my money immediately as soon as they received it from the airline. 2,500 AED isn't a small amount of money as I am just an average earner in UAE. Gotogate should be banned in doing business so they will learn their lesson.

on the 17th of January I purchased a flight from Lahore to Jakarta, and then a minute later purchased another flight from Paris to Lahore. Both purchases were made on Gotogate. I went to sleep as it was late. the next morning I wake up, go to work and when I return I begin organising my tickets in my email.

I quickly realise that instead of those 2 different flights, I had purchased two tickets for Lahore to Jakarta. These tickets had the exact same information given to them, and were for the exact same flight but with different seats. The order number for them were M06K16 and M06GBN. I think this should not even have been possible for me to book as double booking is against the rules of most airlines.

I have contacted support multiple times but every time they say the same thing; we can not refund you because I personally am not able to, I only deal with customer service.

I just want a refund for any one of these tickets, and I argue that double booking in this way should not even be possible to do through their website. The flights depart in around 5 months so there should not be any excuse of 'we can not resell the tickets'.

you can contact me at my email: [protected]@gmail.com

I asked for a refund and sent you the required information to enable you to refund my bank account but you have not refunded the money for the cancelled flight. The cancellation was made by booking.com and WIZZAIR not by me, your partner company, the flight cost the sum of £158.62; the extra payment of £17 for the extra baggage to be carried in the hold on the flights to and from Bari in Italy departing 5th May 2023 and returning 12th May 2023 was also paid by credit card to Wizzair on 3rd November 2022. Are you going to refund the monies paid to booking.com and WIZZAIR? my name is Baron-vahl Amos, the surname is Amos the given name is Baron-vahl with a hyphen between the N and V. The flight designation that was cancelled is KLIUXH, London Gatwick to Bari Italy and back. My personal reference number is 40-[protected].

Dear Team

I have bought a ticket for my daughter Sibongile Zulu (email address - sibongile. [protected]@jesus. ox.ac. uk) last year to travel from Johannesburg to London on the 29th Nov 2022 – 15thJan 2023, flight was cancelled twice by the airline. I am still waiting for the refund it has been almost 3 months, Ticket number is [protected], REF : OU4ISI
I have been calling everyweek and each time I am told to wait for how long?
I was even told to call Rwanda which I did and email them, Rwanda team were so quick to respond and advised me to get the rnow what I was talking about each time t I had to start from the beginning. Below is the copied email from Rwanda Air.

Dear Sir/Madam,
Thank you once again for contacting RwandAir.
Kindly request your travel agency for your refund application number,
so that our team in charge of refund can authorize your refund.
For further information do not hesitate to contact us.
Best Regards,
David Rwagasana

RwandAir Reservations Management.
International calls: + (250) [protected]
Local calls: 3030
P. O Box 7275 Kigali Rwanda
Refunds: [protected]@rwandair.com
website: www.rwandair.com
Please advice.
Kind regards.
Mathabang Zulu ([protected]@hotmail.com)
Sent from Mail for Windows

Order No.: LW1GWD
When checking in at Seoul Incheon Airport back to Singapore. The Tway Air counter personnel said that my 3 children were unable to check in as their air tickets were of wrong type (kid ticket). How can it be, because our children ages were provided during online booking via GotoGate website? In order for my children to board the same aircraft, I have to buy 3 tickets again for my children. Thus, leaving me with no choice, I bought the tickets. I asked the Tway Air counter personnel what was happening and how do I get back my refund for double charges and she advised me to write to GotoGate to resolve my issues. Please help to verify what went wrong and refund my money back to me.

On Saturday 11 February at about 16:00
I bought a ticket online for ZAR R9 141.79 and you charged R44 097.25 to my credit card.
I have filed a case of fraud with my bank
Ticket number M25UEB.
Flight from Barcelona to Cape Town (via Frankfurt) on Lufthansa, date 11 October 2023 for 2 people.
Please help me to find out what has happened as I do not have that amount of money!