GoToGate
reviews and complaints

I lost my fly today because my passport was expiry 15/04/2023, and I run to issue new passport the same day. I call the only phone +[protected] and we spoke about 23 minutes paying charges from abroad and he didn't help me to do the change for the next day and he told me was full. I call my travel agent and they found for me in 5 minutes the same exactly flying's.

I bought again tickets. and I am disappoint and agree with this service.

Afxentis Perikleous

Flight from London to Manchester. Tues 3rd Jan 2023
Booked 23rd Nov... Cancelled within a few hours.
Rang Gotogate.
Received emails from Gotogate and British Airways at 6.18 and 6.23 a.m.
Flight cancelled.
Gotogate saying they had sent a refund application to the airline.
BA said they had voided the booking and there will be no charge for this transaction.
on 'My Bookings' from Gotogate it says they are waiting for the payment for the fare back from BA.
On the day I cancelled, I rang Gotogate and got a reply. Since then, there has been no reply to any call.

Last December 29 2022, I cancelled a flight with order number LUC3K0 via third party GO TO GATE. I was then told by the agent I spoke that refund has been processed and should reflect in the bank in 10 days. It's already been a month and no refund was processed yet. I decided to call them back and was told it is still under approval by Jetstar/Hahn Airlines. The agent of Go to Gate told me to contact the airlines and so I did.

Now, the Jetstar agent I spoke with said the refund was processed last December 29th, the next day i asked for it to be canceled. But it shows on GO TO GATE that Jetstar hasn't approved it yet.

By the looks of all the reviews and complaints here, they have no intention to refund the money back. We spent $3000 on those tickets.

On 20 March 2020 I bought return travel tickets from the Swedish company GotToGate, for my family and I to travel from Auckland to Fiji, for a total cost of 7,630.34 NZD (£3,955.90 GBP)

including extensive medical and cancellation insurance, including their much-vaunted Airhelp Plus package.

(Gotogate International AB, Box 1340, SE-751 43 Uppsala, Sweden. Corp. ID no. [protected], VAT no. SE556538126501)

The order number was confirmed by email as L3T8FG, and booking references for both outbound and return flights as WWH6GZ and CDNCTE, respectively.

Due to Fiji making a last-minute change to their border requirements however, while we were en route to the airport (!) we were prevented from boarding.

I emailed the company the very same day attempting to resolve matters but to no avail.

After a lengthy correspondence with the company, on 22/9/20 they eventually informed me that we would receive a partial refund of 1563.90 NZD.

And indeed I received a single payment of £804.37 GBP on 24/9/20, apparently in respect of the Air New Zealand portion of the due refund.

I was not happy with this and embarked on a lengthy and frustrating correspondence with them until on 7/4/21 I finally received an email to the effect that the refund would be processed in due course and the money would be returned to my account shortly.

Assuming all had been resolved I gave it no more thought until recently whilst collating my accounts for the period, I discovered that no such refund has been made at all.

I attempted to contact the company via the email address I previously used but it was returned undelivered as a 'not recognised' email address.

I attempted to phone them using their published NZ phone number (+[protected]) but the line has been disconnected.

I tried to log in to their website using my order credentials, but this was unsuccessful as their system no longer recognises them.

On finally establishing contact with the underwriters for the expensive insurance, X-Cover, they simply refused to refund me, claiming that all refund requests had to go through GoToGate.

On attempting to claim on the AirHelp cancellation policy through their website, the simple automated reply was that ‘this flight is not eligible for any claim”!

Last month (Dec 2022) I spent two hours in a phone queue to speak to their laughingly-called ‘customer services’.

I was informed that they would be happy to process the refunds but that the companies concerned were not responding.

We are still out of pocket to the tune of more than £3000 GBP.

My reservation is LVLTOY

MY original flight was on Flair air Toronto to Las Vegas which I travelled on

the return sector was on Swoop airlines Las Vegas to Toronto. which was cancelled.

I have processed the refund from Swoop Air directly from the airlines. They has confirmed with me that the amount was refunded to the payment on file.

I called your office THREE times and I was told that the refund has come from Swoop, but the agent could not see the amount. She had to have it escalated to another team who was supposed to call me in 24 Hours. Now is three days since we had that conversation. Today I spoke to Pascal who says that they are waiting a refund from the other airline. It does not make sense what he is talking about. The only refund is from Swoop air that you have received.

Can someone who is responsible for this case please process this ASAP or call me on my cell [protected]

I booked a couple of tickets to Destin on September 4th, 2022 flying out of Boston for a quick week-long vacation to break up New England winter.

Apparently, Allegiant took the route off their schedule and refunded Go to Gate my airfare on October 5th, 2023. Go to Gate never notified me of the cancellation nor refunded my money. On the contrary, they continued sending confirmation emails, one on January 20th reminding me of my upcoming trip, and another on January 22nd checking me in and offering add-ons (baggage, seating, &c.)

So we drive to Boston from Rhode Island, pay for a hotel overnight at the airport, pay for a week's worth of parking in advance (offsite), and pay for the associated Ubers back and forth from the garage to the airport.

We arrive at the airport and our flight isn't on the departures board. We wait in line for a couple of hours at the Allegiant desk and finally are able to speak to someone from the company and find out what happened. The only other available flight to Destin from Boston today was on Delta, at ~$1,000 per person. We're not going to spend $2,000 to salvage $600 worth of non-refundable hotel stay in Florida, so we punted and went home.

A call to Go to Gate confirms that they did indeed receive the refund from Allegiant on October 5th, but they "have no record of the flight being canceled" so there's nothing they can do but refund the original fare I paid - PLUS they had the audacity to charge at $17 cancellation fee.

Their negligence cost me a vacation and over a thousand dollars out of pocket.

I booked a flight with gotogate.com to leave Nashville on 12/23/2022. Winter Storm Elliott caused my flight from Nashville to get cancelled. I called gotogate.com in order to get a refund as my flight was cancelled and not able to rebook. I was told I needed to call the air carrier, and that they were not able to issue me a refund. I called the Air Carrier, Allegiant Air, and they issued a refund immediately. I looked at the Air Carrier receipt and the refund was issued the day I asked for it, but it was issued to a credit card that I do not own. I believe Allegiant Air refunded a credit card owned by gotogate.com who used that card to "buy" the ticket on my behalf. I have called gotogate.com many times, and yet they still will not issue me a refund! Every time I call them, I'm on hold for 20-30 minutes, and I just do not have time to wait on the phone that long. I am an Active Duty Army officer, and I have never had to deal with this type of absolute debauchery in my life. Notwithstanding, when you click the link to the itinerary, it says "the link you clicked appears to be incomplete"

On 16 November 2022 I bought flight tickets on line and paid with Pay Pal Transaction ID: 0MR33997VN034384L and 8XU484619W349233J

Invoice [protected], booking ref LWHSBZ and LWHSM3 and I was charged twice for same flight and same 2 passengers, as you can check with these booking references. Please pay me back my money and credit my account with 465.97 Euros, which you collected twice instead of one payment, and credit my pay pal account with the wrongly second time collecting 465.97 Euros.

Thank you

Mr I. Bavel

we booked a trip to mauritius in 2021 which was cancelled due to covid.

i am still awaiting a refund for LDA2KS for R54 000.

apparently gotogate says they refunded it into my account but i have sent them proof of my statement with no money received. they refuse to send me proof of payment from their side!

i have been trying for over a year now to get anywhere and the only response i get is please contact my bank. my bank cannot do anything with the reference sent.

every time I send an email I receive a generic response which is of no help at all.

i expect some explanation from someone who can actually help me get my money back.

Fully paid 4 pax flight tickets and seat selection online from Kuala Lumpur (KL) to Kota Kinabalu (KK) on 9 Jan 2023 seats 5A to 5D and return flights from KK to KL on 13 Jan 2023 4A to 4D were non-existence and not performed. Fortunately, we checked in early and discovered the anomaly, and quickly seek help from the counter staff to book available seats then, for both trips. We were shocked to discover the non-performance and demand a full refund as contractual payment were not fulfilled.

Hi there we had a flight from Brisbane to Dubai EK435 (Booking No QTJI2B - departure 17th Apr 2020) is with Emirates. We booed this through Go To Gate but due to COVID it didnt go ahead. They have finally agreed to pay a refund but its just not forthcoming. I chase and chase and noting. The airline refunded them my money over 12 months ago. I need this money back asap as its over £2000.

I paid for 2 tickets from Adelaide to Sydney on Virgin Airlines flight which was cancelled at the last minute and I was forced to pay out another $600 for tickets on another airline

Your reference is LQLC8Q

It was in August

You promised me a refund in November and it is now January 2023

and I have not received the refund.

I am very unhappy as I just accidentally booked another flight through your company today

Marlene Essery

Rodney Miller

E-Mail: [protected]@fulton-net.com

Booking# ERQWWG

Flight # LPMKP

Above info is correct!

Following is correct I THINK, there have been so many flights on this trip!

Bangkok to Las Legas, Nev

Depart: Feb. 19, 2023

I am now in Namibia, South Africa

I cannot find this flight and I am getting emails from a so called rep of Go To Gate saying the flight was canceled from a company I have never heard of and wanting money to return the cost of the flight.

Hope you can help,

Rod Miller

I called the GoToGate call centre on the 2nd of January around 9 PM JST and informed them that I wanted to change my Turkish Airlines ticket from the 7th of January to the 14th of January. We agreed on the price of 5454 TRY and was told that there would be a payment link sent to me within the next 30 minutes and that this would finalize the change. This link was not sent to me in the promised time window and after a day, I got in touch with the live chat to request for this link to be sent. I was sent a link for 5880 TRY and I attributed this to the change in ticket prices of the airline company and proceeded to enter my card details and approve the transaction. This link was supposed to be valid for 1 hour, however, upon accepting the payment, I was informed that the limit of my credit card was exceeded as the company was attempting to charge me 7200 TRY instead. I contacted customer services once again and was told that price changes can happen over time; they proceeded to send me 3 different links for 3 different amounts within 5 minutes and each time I clicked on the link and attempted to pay for the promised amount, the amount would be increased once again in a time frame of less than a minute. I have contacted both the call centre and the online helpline and I have recordings of each one of my calls with the company. They are refusing to help in any way and are claiming that this can be happening due to faults in their system which they are not fixing but expecting me to pay for instead. I would highly appreciate your help.

My flights were cancelled in march 2020. My status says the refund was made by the airline to Gotogate in June 2022. I have still not received my refund. I have had no response from them when I have contacted them via e-mail and telephone. I can no longer contact there system does not allow my question.

I have contacted them in the 2 years 10 months since they cancelled the flight 22 times with automated response and in the last 10 months no response at all.

They tried to force me to pay a fee of 81 cad, which is higher than the ticket price of 65 cad, for cancellation within 24 hours of booking. Then they don't want to cancel the error one but they tried to pass their responsibility to the airline while the airline told me it's Gotogate's responsibility.

Gotogate Order number: LYXPRA, Airline Booking references: 3G4KTB

I have called nearly 15 times to go to gate for changing the return flight from Sydney(AUS) to Ahmedabad (IND) and they transferring me from one staff to another by saying I am not relevant person to do this job in the end I get frustrated by talking multiple person and explaining same thing again and again. I want make return journey on 29 January instead of 14 January.

The simple act of changing 6 bags that were shown as booked one way and no bags on the return leg of the journey was beyond the capacity of all the people that I conversed with over the course of 10 separate telephone calls. I reached out to the booking.com partner (gotogate) to deal with an issue where the flights that were booked through booking.com from Manchester to Trondheim for 3 people using Norwegian was showing 6 bags and none on the return trip. All the people that I spoke to, failed to understand the issue and repeated what I already knew. Then over the many conversations during which I had to repeat the issue and seek to adjust the baggage, I was asked for proof of payment and after chasing this, they 'raised' a support ticket. I had to chase updates for this ticket over the next 6 phone calls, reaching desperation during each call. Finally, they sent me a link where I could add 3 bags for the return trip, ignoring my repeated request to adjust the 6 bags to the 3 bags for each leg of the journey. How do booking.com justify using this absolutely abysmal customer service, when the booking.com process is excellent?

On November 12 I was planning a trip to visit my son in Madrid for March. I was planning the trip for my entire family and bought 6 airline tickets. I bought the flexipass just in case for all 6 tickets. Right after I pressed place order, I realized I mistakenly bought tickets to Milan instead of Madrid. I quickly (30 seconds later) called the company to request a change in flight from Milan to Madrid and after being told we would have to pay $200 more per person, we got disconnected. When I called back, they told me that the offer did not exist and that I could not change my flight, that the flexipass was only for the first leg of the trip and not the second. Usually companies have a 24 hour byer remorse policy. This company refused to exchange, refund/ rebook or work with me in any way shape or form. I have 3 people in my party that are over 70 years old and traveling is not easy for them. They had no sympathy and would not work with me at all. I am extremely disappointed with this company. I will never use them again and I warn everybody against using them. I spent over 2 hours on the phone to no avail.

The issue that I have experienced was: Amount is not refunded even airlines transfer the cancellation amount.
It occurred on: 2022-09-26
This meant that I am paying my credit bills with interests more than what I spent. As I got met with accident unable to travel. it is effecting my finance.
I had attached proofs of Oman air refunded to gotogate.
I want my refund soon
I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
Venkateswara rao Kadiyala
Booking Reference LPPFYX