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GoToGate Customer Service Phone, Email, Contacts

GoToGate
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GoToGate complaints 522

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5:52 am EST
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GoToGate Atrocious customer service

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?

Desired outcome: I would appreciate a refund for the additional baggage that I had to pay for

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11:59 am EST
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GoToGate Buying airline tickets

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.

Desired outcome: a change in flight from Milan to Madrid

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12:38 am EST

GoToGate Amount is not refunded even airlines transfer the cancellation amount to gotogate

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

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9:34 am EST
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GoToGate Refund of canceled flight

On June 20, 2022, I made a reservation for 4 people traveling from Fort Lauderdale to Puerto Rico (Locater #HIZJKT-Spirit Airlines).

Unfortunately, my sister-in-law who was one of the travelers (Cindy Gines) received news that her mother would not live pass July 29th. We were forced to cancel our trip. Her mother passed on the 29th of July.

In the conversation with Go to Gate I offered to send them Death Certificate and they said it was not needed. They would go ahead and cancel flight. They also directed me to call Spirit Airlines for a refund of $500.40 they charged for a deposit. Go To Gate offered "Affirm" financing. We applied and got approved the remainder of the balance.

I was told by Go To Gate that by canceling the reservation we would not be charged any further monies by Affirm. A month later in August Affirm charged my bank account. I have tried for months to call Go To Gate and they send me back to Affirm. I called Affirm and they said Go To Gate is responsible. And now affirm has reported me to the Credit Bureau for not paying something I do not owe.

Desired outcome: It's been 4 months, and no one has assisted me. I need help!!! My email is [protected]@yahoo.com or [protected]@gmail.com

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7:15 am EST

GoToGate Refunds

I booked a return Jet Star flight through Go To Gate on the 15/5/22. Due to a change of more than 24 hours by Jet Star I decided to cancel my flight and request a refund. I did so first through GO To Gate and after an initial attempt by them I was informed that they were unable to do so and I would have to contact Jet Star and attempt to organise that through them.

On the 7/11/22 I contacted Jet Star was was informed that they would refund my flights for the price I paid and on 8/11/22 I received 2 emails from Jet star through Go To Gate informing me that I would be refunded for my flights one for the flight to Australia from Japan totalling AUD $642.49 and the other to Japan from Australia Totalling AUD $612.96. On 21/11/22 I contacted Go To Gate to receive an update regarding my refund process and they informed me that the refund from them had not begun yet as I needed to request a separate refund through them despite them informing me that Jet Star was going to refund me. I requested a refund on that date and according to the booking account on Go TO Gate on 23/11/22 they began their refund process. I have contacted Go To Gate several times since that date but am told that they are unaware of how long the refund process takes and are unable to give me any further information. They have said that I will be contacted by their refund department.

As of today 13/12/22 I am still waiting for my refund.

Desired outcome: I would like an apology and an expedited refund of my funds totalling AUD $1,255.45 in Japanese Yen which is the currency I paid.

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8:49 am EST

GoToGate Ticket purchased from GoToGate

I purchased a ticket from GoToGate with Turkish Airlines and Oman Air. On the day I was supposed to fly, there was a technical problem with the airplane and the flight was delayed from 9 pm to 5 am on the next day at. Given the circumstances, and the necessity for me to be in New Delhi on Sunday (as scheduled) and not Monday (as it would have happened), I could not get on board of the 5 am flight, nor I could rebook the tickets since I had to coordinate the dates with other people. Therefore, I contacted GoToGate and told them about the case and that I was not going to fly. They reassured me that since I was not going to fly and it was the airline's involuntary cancellation of the flight, I was going to get fully refunded. I called more than twice asking what I needed to do on my end to make sure the ticket would be refunded and they said that it was all in their hands and that they were going to contact Turkish Airlines to coordinate the refund. A few days later I receive an email from GoToGate that since I cancelled the ticket there is no refund when in reality this "cancellation" was not my voluntary choice but it was a result of the technical problem with Turkish Airline's plane. When I contacted Turkish Airlines staff, they told me that the ticket was still open and that is why they haven't issued any refund but even though the ticket was open GoToGate claimed that since they have cancelled on their side, they cannot rebook it. Right now, when the ticket is still open and I have clarity about the dates I want to rebook it to, GoToGate refuses to help me make use of it. This is incredibly disappointing situation where neither I can use the ticket I paid for nor I can get any refund. On the phone, I was reassured twice that if I choose not to fly since the new timing did not suit my schedule, I was going to get a full refund but it seems like this was also a lie since the ticket remains open yet unable to be used. GoToGate representative never introduced me to the scenario where the ticket remains open or the option of rebooking later on. I feel like I was tricked into believing that everything would be alright if I choose not to fly but in reality I was ripped off.

Desired outcome: I would like GoToGate to rebook my ticket.

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2:26 am EST
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GoToGate Gotogate

As per email I received my fight was rescheduled so they offered me either refund or rescheduled. I choose to refund. For last 2 month I have called them so many time every time I call them they sad I am eligible for refund. Today when I called them they put me so many time for hold and transferring from one person to another. Every time I was transferred I was asked same question. One person say i an eligible for refund another one ask me to call airline. What’s the point I am going through agent if I need to call airline myself. So anyway I call them with the reference number that they gave me which was wrong. So airline Fiume through ticket number. Surprisingly as per airline there was no rescheduling happened that day and no refund was requested. Now airlines can’t refund me fully because there was no rescheduled happen. This is so wrong who is paying my money now and I want gotogate business reported and let people know they are scammer

Desired outcome: I would like my full refund which is au 1488.10 and this gotogate should be reported as scammers

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10:36 am EST

GoToGate Rebooking of light cancelled by the airline

On 26th of April 2022 I booked a return flight from Brussels, Belgium to Komatsu, Japan. The ticket had additional insurance, two suitcases and was a flexible ticket. Traveling between December 1st 2022 and February 28th 2023. This flight was canceled on the 4th of November by the airline company Japan Airlines without any reason given. GoTo Gate offered me a refund or an alternative flight itinerary.

Since this is a business trip in the framework of a Municipal exchange of high importance, I confirmed the adapted flight intinery offered through email by GoToGate on the same day.

I received an email on the same day from GoToGate telling me to check my flight details on checkmytrip.com or tripcase.com, without a new booking number and could not find my tickets. 3 days later on the 7th of November I received another mail that again changes had been made in my reservation and that I had to call them (!?) to see what to do about my ticket.

Between 7th of November and today 25th of November I have called with the contact center on the 7th to obtain a new intinery and get confirmation from their support team witch should take max 4 days as they told me on the phone.

On the 14th of November I called back since I had not heard from them and it seemed this adapted itinerary from the last call on the 7th of November was not available anymore, hence they gave me an alternative itinerary (on very inconvenient times) that the support team would once again arrange.

No news after 8 days I contact GoToGate again on the 22nd asking for a supervisor and an immediate confirmation of my flight itinerary with booking details ready for check-in. After being put on hold multiple times I was told my case was high priority and the support team and itinerary team was working on it. I called back the same day in the afternoon asking about an update and was told to wait again. The 24th of November I called the contact center again and demanded to speak to a supervisor since this situation is ludicrous and extremely incompetent, a supervisor was not available and a callback within 24h would be arranged. I did not agree and asked to mail me the latest itinerary with a confirmation of the callback and hung up the phone. 24h later today 25th of November I have had no callback so I took a contact with them again; I was transferred from contact center to customer service team to schedule change team after being put on hold for in total 15 mins. I was told to wait and that a special team with specific software was working on the rebooking of my flight. I demanded to speak to a supervisor, who was not available but has all my data on his desk and would call me back very soon. I demanded to speak to him and obtain a new flight confirmation with all the necessary booking references to proceed to check in or I would take legal action. The response was that they escalated it again but still to wait and when I asked a time, wasn't possible but very soon, I then asked a time frame but again the answer was "very soon".

An hour later and "very soon" has passed, as is my temper and patience.

I demand an immediate response.

Desired outcome: An immediate confirmation of the last requested itinerary:leaving in December 1st from Brussels international Airport to Komatsu Japan and return ticket on 28th of February 2023.

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5:38 am EST

GoToGate Flight ticket refund.

We booked a ticket from Belem to Sao Paulo ( brasil). The airline changed the ticket so we needed to rebook, The airline refunded the ticket to go togate. The send us all we asked. They refunded this on the 9th of august.

Until the day of today go togate is still escalating it to their financial department but we didn't receive the money back. The airline provided the state of payment the made with the ARN number. Goto gate received that amount but refuse to pay us back.

Desired outcome: Money back asap

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2:54 pm EST
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GoToGate How gotogate can charge for 3 flights

Hello,

I am very concerned how this company can charge 3 flights on the same day to the same person on 3 different air lines?

On August 9,2022 Denis Vogue booked a flight using GOTOGATE online. He is 76's. Trying to book a flight goingto Calgary to Ottawa. (Got togate) has three flights (LQU2KA-LQU32K-LQU6TB) booked. Air Canda flight was the one that he did fly on. The other flights were booked on US dollar with West Jet and Flair.

He called (Goto gate) as he received an email for the three flights, He automatically called to cancel, and they said it was after 7pm and couldn't get through. He called the next morning August 10 and spoke to an agent and the said he couldn't cancel. The female agent said it was after midnight and was quite rude. She said she would just cancel them all. He wanted the Air Canada flight not to be canceled. Once again that flight being the one that he flew on. He was very upset at the difficulty he was having. He is not savvy booking flights,

So, when I heard what was happening and was concerned and could not image someone talking advantage of him. I called an agent after waiting almost an hour about before talking to someone. I explained to the male agent that these flights were not acceptable on his credit card, and it should be canceled. I went over the flights with him and after explaining everything he said they would be canceled, and Denis's credit card would be refunded. The credit would take a few weeks. He waited for the refund, and it never was done to this date.

I have been on the phone for hours trying to get this resolve. And to this date the two flights have not been credited. I do not think this is expectable. Please review this file I am surely you keep records of your calls. I am very disappointed in this agency. You are more then welcome to contact me.

Sincerely,

Bridget Givogue

[protected]

Desired outcome: Gotogate should reimburse the two flights.

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8:18 am EST

GoToGate No Service Provided

Provided no service

Airline canceled all flights on my travel date. GotoGate never send me an email notification. Airline does not have my contact info to notify me of changes. I found out from a friend taking the same flight. When I call to rebook, they said I need to call airline myself. Airline refunded in full, per airline website, to a credit card own by GotoGate. I call GotoGate for the refund and they are changing a $40 processing fee for the refund. I never received flight service, dealt with changes myself. What service did GotoGate provide?

Desired outcome: business closure due to incompetence

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12:42 am EST

GoToGate airline ticket

I booked my ticket as buisness class in Qutar through gotogate.

They send me economy ticket. i called the customer service and they said It’s a business class ticket not economy and i asked the proof so they send me same booking document again as economy ticket. called again to agent and now they said it’s a economy ticket. Not sure who is right. it’s been 22 days still not get any answer from supervisor. Everyday they have same answer, your case is escalate and you will get call from supervisor. you need to wait. Not understand how long yo wait. Very rude answer from customer service agent and hang the call while you speaking.

GOTOGATE IS A SCAM

Desired outcome: Nothing still fighting to get my business class ticket

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9:09 pm EST
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GoToGate Scamming me out of airfare

On Nov 7, 2022, I called Gotogate to rebook my travel and was transferred to ELEVEN different representatives before I hung up from a TWO HOUR phone call. This all comes from an email I received on Oct 10 (email attached) saying: 'Your flight with thebooking number XXXX is now cancelled due to a schedulingchange"- this was for travel from LA to Tokyo from Nov 10-25. Iwas given the option to request a refund, which I did. On Oct 31 (email attached), I was emailed saying the refund was rejected because the flight only changed by 15 minutes. Gotogate told me it was cancelled - they did not in any correspondence tell me there was a 15 minute change. So, I called today (Nov 7) to rebook the flight. I was transferred to"Customer Service"to the"Scheduling Change Team"to the"Backend Team"to the"Frontline Team"back to"Customer Service"and then back to the"Scheduling Change Team" and so on as so forth. Eleven times and they were ready to transfer me to person #12. It definitely seems like a company tactic to avoid helping customers. I asked to speak to a supervisor and was put on hold and transferred. One person hung up on me and I later received an email saying we got disconnected and he tried to call back, but there was no callback. The last representative told me that I cancelled my flight and there was nothing they could do. Again, I asked for a refund first and because I cannot get that, I would like to rebook. I have spent $959 for this airfare, which was originally purchased in Nov 2021 (then changed due to COVID and Japan's borders being closed.) At this point, I don't know what to do. This company is 100% scamming me out of $959. I want my money back.

Desired outcome: I would like a refund or I would like to rebook with no hassle and no penalty fees.

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straxxvastra
London, GB
Jan 13, 2023 1:52 am EST
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In my experience Gotogate are the absolute worse - they're efficient in only one thing and thats taking the customers money. They have zero interest in being helpful and when you phone them its a lottery as to whether you happen to speak to someone who uses a little bit of initiative or more likely someone who's using a company script, with stock answers and who will fight to get you back on that script. They lie, obfuscate, they pass you around from department to department where you have to repeat your self to each new agent you speak to and they often tell the customer anything to get them off the phone and in my experience slam the phone down on you if you question their answers.

I had an issue with a flight cancellation and getting my money refunded. The problem with using an online travel agent to book flights is that if it all works out its fine but god help you if something goes wrong - its only then you find out how bad the customer service is. I slipped up and used an agent this one time - normally id book direct with the airline.

Start to finish it was 5 months. After beating my head against a brick wall with Gotogate (who I didnt know Id even booked with as I used booking.com who dont make it clear on their website they outsource to Gotogate ). You ultimately contract with the airline, the agent is just an intermediary - hit the airline directly first. I bypassed the 1st & 2nd line customer service by writing directly to the CEO & Head of Customer Service at the Airline HQ address. Provide as much detail as you can (describe your issue, what youve done already, copies of contact with the agent, a full timeline etc). This route gets your issue into the hands of 3rd line & executive level customer service - the experienced people who have the authority to act. When the airline issues a refund ask for confirmation ie date, amount, reference numbers, confirmation of acceptance of the monies by the agent from the airline and official IATA refund notices. The airline will of course send all this info to the agent too. Once you have this then go back to the agent and firmly point out that you've been in direct negotiation with the airline and that they can prove the agent has the money. emphasise that they now have no legal right to hold onto your property and ensure they initiate the refund process. Chase them hard - they seemingly are incapable (or perhaps its the agents company policy to heel drag on returning customers money? ) of a timely return unless you chase them.

Experiences like yours (and mine) are unfortunately extremely common when an online travel agent is involved and an issue arises. Dont give up and dont be put off by the 1st & 2nd line script kiddies telling what you can and cant do, You always have the option of going over their heads as described above. Its time consuming but it works - I got 100% of my money back.

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11:30 pm EST

GoToGate About the ticket purchased at the travel agency Gotogate

I purchased the ticket from Brisbane to Hong Kong transit Port Moresby on Gotogate on September 23, 2022. On October 10, 2022, I received an email from the airline(Air Niugini) telling me that my flight had been changed and I could not board. So I immediately contacted the customer service of Gotogate to help me refund the ticket. The customer service said that they would tell me the information within 5 days, but I have called more than a dozen times in the past month and they still can't tell me the result. They kept me waiting. It's been almost a month since I applied for my refund, I have to plan for my next trip and I want my refund. Hope you can help me, thanks

Desired outcome: get my refund

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11:25 am EST
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GoToGate Flight ticket

I purchased Flights from Gotogate website on November 14, 2021 for a flight that departed on Dec 30, 2021 (flight ref #33F5M).

My flight was cancelled and since them I am unable to get my refund despite the fact that I bought an insurance with my ticket.

I have called more than 25 times and each time, they claimed they were waiting on the check info from the airline despite me providing it to them multiple times.

Desired outcome: I want my money back

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9:39 am EST
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GoToGate I need to change my flight date ASAP, your CALL center is unavailable

The initial date is 08 November as you can see on the ticket, I would like to change it on 23 November, I am ready to pay an extra charge for the rescheduling(the airline confirmed change possibility with 40 Euro penalty).

E-ticket with all the necessary information you can find attached .

Hope for your soonest actions and support!

Both of your support phone numbers +[protected] or +[protected] are unavailable, it's already more than 3 days that I'm trying to contact for rescheduling, I tried to call accountable times no result

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4:48 am EDT

GoToGate Customer Service

My flights were cancelled because of industrial action. The airline advised I contact the booking agent.

I had to call 5 times to resolve this issue and it is still not resolved. My account details have still not upgraded to the new flight details.

The call centre staff provided incorrect information, sent the wrong information, did not understand simple questions, were unable to provide timescales to when things would be completed, were rude, and were unable to escalate to supervisors/ managers when requested.

All in all it is the worst customer service I have ever received from a company.

Also there is no link/ email to escalate complaints

Desired outcome: To update my account with the correct flight details

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5:49 pm EDT
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GoToGate airline ticket

09/02/2022 - Booked tickets to Brazil on 26/12/2022 - 17-/01/2023

09/02/2022 - 19/10/2022 the agency has cancelled our booking 3 times.

04/11/2022 - final call before official complaint, Gotogate Costumer services hung up the phone on me.

During the above dates I have called the company more than 20 times requesting clarification and confirmation of my booking and been told that I have to wait as the airline are not confirming the tickets.

I then called on the 19/10/2022 to understand what was happening with the tickets as I started to get worried. I was then told I needed to pay 26.00 pounds for the rebooking fee and as such I paid that amount. Shortly after this I received emails from them that they have started the process of refunding me.

I then checked the airline website with the airline ref number Gotogate gave me and they stated the flights don't exist and I needed to contact Gotogate, I did and they hung up on me.

Desired outcome: refund tickets as I have tried so many times to reschedule flights with no luck and no care from gotogate.

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8:11 pm EDT

GoToGate Flights booked with gotogate

I've booked for me and my 3 daughters to travel on 2/11/22 to new york from Heathrow on united airlines. I got confirmation of being on flight out at 12pm. I sent flight details to my sister so she could join me. My sister booked onto the flight. When I went to check in, only the return flight was there. This was confusing and initially gotogate could not explain... Simply advising me it was "complicated". Goto gate told me the airline had cancelled. They could not provide any further details of whether I could still get an outward flight. They said they would call back but did not. I called united airlines. They sent me details of my new flight at 910am. However I subsequently realised the 12pm has not been cancelled as my sister is still on this! I have checked on the United website and with their customer service- both confirm 12pm flight is still on! . Customer service at United told me to go back to gotogate. They told. I am e, treme that if is the travel agency (gotogate) that have cancelled my booking on the flight. I have contacted them twice, waiting in long queues to be told the matter has been escalated and I will get a call before my flight. I havnt and I fly in 2 days. One of my daughters now can't travel because of the change and my sister is on a completely different flight. Gotogate are not being honest and not trying to resolve this. It is extremely upsetting and stressful. I can't get a refund got my daughter and I now can't travel with my sister. I am extremely worried I won't get there at all and that my daughters will be disappointed and my money will be lost. The matter is not being taken seriously

Desired outcome: Sister and me and 2 daughters on same united flight at 12pm on 2 nov..not us on the 910am and sister on the 12pm!

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6:12 am EDT

GoToGate Rebooking

I called them last night for the 30th time and again somebody has offered me to put me in a new flight but still I do not have a confirmation or email saying you ara working is solve my problem which was caused for you faulty system and one of your agents processing the cancellation of my flight ticket.

This week has been a nightmare for me and I need to take that flight as with my partner arranged all for out holidays and he is still on the first booking we made.

Your agents cannot lie to me the way the did without any prove of what they said more than the recorded phone calls.

This is making me think the worst. I cannot afford another flight ticket and Go To Gate is responsible for the faulty website and the agent who cancelled my flight without contacting me first to be sure of that. That is the way it should be I was told for many other agents.

Please I need somebody solving this big issue.

Desired outcome: I want to be put in the flight I bought or a similar one without paying any rate difference or punishment as this problem was caused by Go To Gate.

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Update by Mariela Evelina De Santis
Oct 31, 2022 2:00 pm EDT

Today I kept calling and they are still saying they are working in my case but this evening an agent said in case of being rebook I will have to pay the difference rate which is almost double of what I paid in the beginning. After requesting to talk with another department they said the same "we are working in your case waiting for the airline answer" when I started blaming their website they hang the call. All this is because they are a scam and I receive this email from them with adding 1 day more to my return flight in stopovers. The email said request a refund and then change your decision. I could never change my decision and called them straight away and they said all was done for me and I was on that flight again. ALL LIES! They took my money for nothing.

I called them again and the person said we will send you an email with the airline decision and hang me again!

Still no answer in any of my compaints here.

Update by Mariela Evelina De Santis
Oct 29, 2022 12:57 pm EDT

Hello, my name is Mariela De Santis and my booking was [protected].

My nightmare started on the 21-10-22 when I saw this email from you saying if I would like to rebook my flight or request a refund. I pressed refund to see the information of that option but took it as a decision. At the same time the system was offering me to change it but it didn't work (your fault) so immediately I called you and an agent said I was put back in the flight. I called the next morning and an agent told me I was put in a flight with 1 more stopover (in Washington). After not receiving my flight confirmation I call you several times during this week and many of your agents said I will be taking the flight while other ones said I need to wait for a decision or that my flight never was booked because the payment never was done which is not true.

I realized many of your agents have no clue about anything and also many of them lie.

Also my partner, John Derry Neale, who booked his flight ticket at the same time as me can still be in the flight so I am in desperate need of taking that flight as many of your agents promised me.

It's been more than a week since this issue started and I was promised to get my flight confirmation on the 24 or 25-10 but still nothing.

Many of your agents said to me that the issue was escalated to technical support as somebody allowed a cancellation without asking me about my final decision and this shouldn't be done arbitrarily.

Also many of your agents mentioned that we are on time of rebook my flight because we are 2 months in advanced from the flying departure.

Seriously all this uncertain situation is causing me health problems and I need to solve it as soon as possible as it wasn't my mistake. This problem was cause for the bad working of your website and the agents.

Update by Mariela Evelina De Santis
Oct 30, 2022 4:28 pm EDT

I called twice today and they said I should wait for my flight confirmation but now on my third called with bookings they said they have processed a refund because I was called from you and I confirmed this. All this is absolutely a lie and your agents don't have a roof to stop lying. She said she will ckeck all my phone calls to see what I requested and what the agents said to me.Then I requested to talk with someone superior and she said my supervisor will answer you and the phone called was ended.

1 week, 30 calls, 30 lies, nobody helping me to get back in the flight which accidentally pressed the wrong link on your email but offered me to change it and the change never worked so this mean your system is faulty and you will refund me 100 per cent of my money as you were lying to me from minute 1 and my partner is still on that flight because I prevented him of clicking on the wrong link after 2 of your agents confirmed me by phone that they put me back on the flight. YOU ARE AUTRAGEOUS.

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straxxvastra
London, GB
Jan 13, 2023 7:56 am EST
Verified customer This comment was posted by a verified customer. Learn more

Your experience sounds very familiar to the one I had with a cancellation and refund. The constant lies by Gotogate agents. "We're chasing the airline everyday on your behalf", passing you around from department to department, claiming theyre making notes on the system but when you phone them again you find nothing was recorded, finding yourself stuck in the middle with Gotogate blaming the airline and vice versa.

If you get a scenario like this - bypass the 1st & 2nd line customer services at the agent by writing directly to the CEO and Head of Customer Service at the airline your ticket is booked with. Its the airline you have a contract with , the agent is an intermediary. Explain your problem in great detail and that you have tried your utmost to resolve it with the agent but that you are getting nowhere (provide timeline and evidence ie copies of all correspondence and notes of phone conversations. This route gets your issue in front of the experienced 3rd line customer services people who have the authority to act. Once you have agreed a course of action with the airline then you go back to the agent with the proof of what you've agreed with the airline - they have no excuses then to hold back any refunds but expect them to try.

Dealing with online travel agents for flights is fine if everything goes smoothly but an utter nightmare if something goes wrong. I usually book flights direct for this reason but I slipped up this time and used (inadvertently ) Gotogate ... I say inadvertently as I actually used booking.com but had no idea they outsourced to Gotogate. This company is truly the most dishonest company I have ever dealt with in nearly 30 years of travelling. It was time consuming but I got a full refund of my money and I will always book direct with airlines in future.

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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 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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