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GoToGate Customer Service Phone, Email, Contacts

GoToGate
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1.1 23 Reviews 522 Complaints
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GoToGate complaints 522

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9:04 am EDT
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GoToGate Flight booking/refund

I booked a flight for myself and family (6people) i received my email with tickets for 5 people only. I called CS and they confirmed there mistake. Tried to add thebother person but could not fix it. She told me she had to cancel my flight and i would receive a full refund in 1-2 weeks. That didnt happen. Gotogate said they wohld have to charge me a cancellation fee and takebitbout of my refund. I wasnt having that as it qas not my mistake. Ive called everyday. Ive asked to speak to supervisors as i get different incompetent agents each call i make. Ive had no call back no email no info. Here i am 4 weeks later still calling for my refund of £3000. Run terribly ive been stolen from. They have stole my money. DO NOT USE THIS AGENCY!

Desired outcome: Refund now!!! Ive been waiting 4 weeks!!!

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9:32 am EDT

GoToGate Ticket Refund

I have been waiting for my refund since last year. July 2022.

They have asked me for an additional £84 in order to receive my full refund of the ticket.

They said that the airline is holding the money, which is not true. I have been to the airline's office and they clearly showed me proof that they never even received the money for the ticket.

What is going on?

Desired outcome: To receive the full refund and plus moral compensation.

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7:23 am EDT
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GoToGate Refund my tickets due to Sudan war - Order #M5D170

I really can't describe how I am unsatisfied with your feedback and the very bad customer service overall in your agency.

I have sent multiple and on daily basis complaints regarding the flight company canceling my tickets and I am requesting you to refund me for a very long time you're requesting me to contact the air flight to put a remark on my reservation stating that they are agreeing for the refund to be processed.

while you are the one who supposes to contact them, I have called the air flight company and they did so and they confirm so.

Then I came back to tell you as per your request, you're denying this and I can't reach or solve my issue.

I will keep complaining worldwide till I get my money back, simply you're a not trusted agency to book through. and I will keep emailing you till you get back to me with a suitable solution for both of us.

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IVran
, US
May 17, 2023 9:29 am EDT

Hi, I have similar situation. I have been waiting for nearly one year for my refund. What is their eail address?

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11:48 pm EDT
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GoToGate airfare refund

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.

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7:40 pm EDT
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GoToGate Refund for canceled united flight booked through booking.com

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

Desired outcome: Refund of $1140.09 - the cost of our plane tickets.

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5:03 am EDT
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GoToGate Refund

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.

Desired outcome: Pay me my refund of £42.

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9:27 am EDT
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GoToGate Additional booking for meal and extra baggages were not forwarded to the airlines

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.

Desired outcome: A full refund of our payment and damages if possible. We were dumbfounded at the airport.

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5:53 am EDT
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GoToGate Overcharge of ticket fare

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

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5:00 am EDT
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GoToGate False advertisements and inconsistent/unreliable customer service

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.

Desired outcome: Add my middle name ASAP. Refund cancellation fee in the other trip as I cancel within 24 hours to honor advisement. Do not put 24 hours cancellation if company not planning to let customers to cancel or write down exact agent fee.

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12:24 am EDT
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GoToGate For refunding money

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

Desired outcome: As Soon as possible please refund money

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4:51 pm EDT
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GoToGate Refund

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]

Desired outcome: I want my refund as soon as possible and compensation for being treated poorly with loss of time, frustration and energy.

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9:01 am EDT
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GoToGate Attempted over-charge

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.

Desired outcome: An investigation into the Company concerned and an apology for the inconvenience caused to me.

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8:15 am EDT
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GoToGate Tickets not refunded

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

Desired outcome: Need my money back

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11:11 am EST

GoToGate Customer Service on Flight Change.

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.

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3:32 pm EST

GoToGate Airline Ticket

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.

Desired outcome: Refund

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5:09 am EST
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GoToGate flight tickets not refunded

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.

Desired outcome: Please refund the money asap

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Sgawly
Brussels, BE
Mar 20, 2023 8:08 am EDT
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I have the same technical error they took 2660 Eur for 3 tickets now 2 months and nothing back no refund nothing i need to know how to escalate that further?

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6:52 am EST
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GoToGate Airline ticket

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.

Desired outcome: I want someone to book my ticket.

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5:06 am EST

GoToGate Ticket Refund

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.

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12:23 am EST

GoToGate A double booking was made and customer service refuses to refund one of the tickets

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

Desired outcome: I would appreciate if any one of those tickets (or both if that is easier) is refunded. I would accept a refund of credit as I need to purchase another flight anyway from Paris to Lahore.

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1:53 am EST
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GoToGate payment not received

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].

Desired outcome: repay the money

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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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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 Irresponsible customer service was posted on May 26, 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 545 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
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    United States
    +44 203 794 7674
    +44 203 794 7674
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    United Kingdom
    +61 281 887 187
    +61 281 887 187
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    +64 397 46 868
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    8%
    Confidence score
    New Zealand
    +43 26 822 059 397
    +43 26 822 059 397
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    Austria
    +32 28 953 972
    +32 28 953 972
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    Belgium
    +1 (647) 484-0871
    +1 (647) 484-0871
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    Canada
    +86 400 120 1638
    +86 400 120 1638
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    China
    +420 296 180 467
    +420 296 180 467
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    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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    +81 345 107 594
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    +60 392 121 602
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    20%
    Confidence score
    Malaysia
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    +52 554 164 2233
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    33%
    Confidence score
    Mexico
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    +31 207 989 105
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    9%
    Confidence score
    Netherlands
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    +47 81 552 988
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    14%
    Confidence score
    Norway
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    +63 22 313 126
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    20%
    Confidence score
    Poland
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    +65 31 572 707
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    33%
    Confidence score
    Singapore
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    20%
    Confidence score
    Spain
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    Turkey
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    +44 203 365 0130
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    50%
    Confidence score
    Israel, Saudi Arabia, UAE
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    33%
    Confidence score
    Bulgaria, Slovakia, Ukraine
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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

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