GoToGate
reviews and complaints

8/sept/2022 my flight left birmingham airport, destination. Mytililni airport, I had connecting flights x2. The complaint I have. My journey was supposed to be — depart bhx 06:05 arrive via brussels and athens to mytilini airport 15:45. Due to cancelled flights, change of airline (I was not informed) I arrived in mitilíni airport on the 9/sept/2022 approx time 12:15. Further to this, my luggage was lost. I want to explore compensation for this outrageous delay and the significant lack of communication. Not sure how to do this.

booked a ticket for a couple friend to come and visit. Had to change flight twice due to covid. After second time got offered an open ticket. When tried to use it, i spent 13 weeks calling to try and organise the flight. Always got told " please be patient, one of our tema member will be in contact with you". Never received a call. I had to purchase another ticket as new departure date was imminent. Asked for refund, after 15 weeks, i have received 17% ot tot cost.

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel agents

The issue that I have experienced was: Hi

I have contacted Gotogate to cancel my ticket with booking number LF6ND9, 4 days before my flight was due. And since DEC 21 and im waiting for the refund, they don’t reply to me and they are just wasting my time, they want to steal the money.

I received this from Gotogate:

Hi Mr A Abdelrahim ,

Thank you for contacting us.

Your flight with number [SUSBYC] in booking number [LF6ND9] has now been cancelled.

We will now send a refund application to the airline. If the request is granted by the airline, we will then process your refund.

It occurred on: 2021-12-03

This meant that They are lying to me, and wasting my time and keeping my money with them for nearly 9-10 months.

I want them to refund my ticket £755.74

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,

Abdelaziz Abdelrahim

Booking Reference LF6ND9

SUSBYC

We purchased two returned tickets from Toronto to Palma de Mallorca. Our flight was scheduled on September 30 with Westjet. Our hotel was already booked for two weeks vacation as well. On the way to airport on September 30 we discovered that our flight with Westjet from Toronto to London Gatwick has been canceled due to technical issues. Go To Gate did not contact us about cancellation and did not provide any assistance or trying to resolve the issue. I called Westjet and explained that I had connected flight from London (Gatwick) to Palma de Mallorca next day and because of canceled flight I would not be able to get on the next flight. Westjet customer service said that they did not take take any responsibilities for other connected flights. I was also advised to contact Go To Gate and asked them for help. I could not find any contact number to call Go To Gate and sent them email. Their reply was:"If you want to request a refund for booking from London Gatwick(LGW) to Palma De Mallorca(PMI) the changes will be applicable as per airline fare rules.

Also, your return flights on bookings are scheduled on time. Any changes or cancellations on these bookings as well will be applicable as per airline fare rules.

For further information you can contact us by phone our opening hours, as well as phone number, can be found on our website, under 'Contact us'."

My husband and I booked vacation time from work, we booked hotel and our vacation time was simply ruined by Go To Gate. I just wanted to get the full refund for the service we purchased.

I would like to put the following on record :

Background: Two return flights were booked with Jetstar for 8 July, to get my pensioner husband and myself to a funeral in Perth. After waiting 5 hours at the airport the flight was cancelled. Another hour and a half to the counter to find out no more flights that day. Next step was to cancel everything and move to Qantas which had a flight in an hour, only to find out one cannot buy an airline ticket at the airport! Stress won out with trying to organise a flight on the phone and home we went after waiting around the airport for 10 hours by now.

A flight the next day was duly found on what I understood to be the Qantas site. As I was about to hit ‘Pay’ I was flabbergasted when up came a message “This flight has now increased by $300. Do you still want to pay?” As this was the only flight to allow me to attend the funeral, I had no choice. The incredible price of $1384.22 one way fare to Perth! meant my husband could now not come (the pension only goes so far! Our original return fares with Jetstar had only amounted to $880 between us.) Nevertheless the Qantas boarding pass came through and I caught this flight with no further problem.

Since my return I have not been able to add Qantas FF points to my card and upon investigation was astounded to find that what I had thought was the Qantas site carrying out the booking was actually a GoToGate site which must have hijacked my original search and therefore would be the ones responsible for this incredible last second $300 addition to the fare.

As that $300 is a great deal of money to a pensioner, I would like an explanation for this addition at very least, and preferably a refund. I trust you haven't hijacked the Qantas frequent flyer points as well as they have not appeared in my account.

I would just like to make a complaint. We booked our flights from Edmonton to Dublin (September 16 - September 26). We booked with Go to Gate.

When arriving to the airport on September 16, we were told by westjet that we are not in the flight list. We showed them our travel documents from Go to gate and they said that Go to Gate did not put us on the flight. We then had to purchase another flight to get to Dublin.

We then arrived for our return flight leaving Dublin and the same thing happened to us again! We were told that Go to Gate did not put us on the flight. Again, we had to purchase another flight to get back to Edmonton .

Go to gate took €1,086.00 euro and did not put us on any flights. We purchased new flights costing $3,000 CAD and in total are out $4,500 CAD because of Go to Gate.

We have contacted Go to Gate multiple times and they have make no effort in resolving this at all.

I have attached a picture of the travel documents we revived from Go to Gate. Again when arriving to the airport we were not on both flights.

Thank you.

I booked a round flight on may 15th 2022, the same minute I realized that I booked a wrong flight, I called the customer service and asked them to correct that booking for me, they said we can't you can cancel this booking and it will be fully refunded and you can book the correct flight. I did that and received an email of the cancelation and the approval of the full refund of $ 3150.41. I didn't get my refund back, so I called them and said everything thing looks good you will get your refund within 2-3 days. I didn't get the refund, so I called them again, they said that the processed my refund and sent me an email with an ARN number to give it my bank, I did that but I didn't get my refund yet

More than 4 months and didn't get my refund yet. So bad really very bad experience.

Hi, I bought an air ticket of Turkish Airlines via Gotogate.com on October 21st, 2021 and then re-booked to Business Class on November 2021. Passenger Name: Gaurav Agarwal Flight Details: SFO --> Nairobi via Istanbul Date: 22nd December 2021. Customer Feedback Number: TK-6844588 On the day of departure the flight was delayed by 4+ hours and at the Airport Turkish Airline staff was not able to find me an alternate flight. They assured me that I would get a 100% return on my flight including any additional charges like seat selection as well as all taxes. Since it was a change at the last moment where they have complete control of the ticket, they assured that this refund shall be taken care of by them independent of my booking agency. On being called up on their customer service later, they assured that they have refunded the entire amount to the agency within 3 weeks of the departure. Agency provided me with proof that Turkish Airlines has only partially refunded the ticket and have refused to refund the remaining amount.  I reached out to Turkish Airlines directly about their customer service and one of the executives clearly stated that an amount of $1327.83 USD is pending for refund and he promised that he has raised the request for the refund and the refund would be received in the next few working days. However, I haven't received any refund or communication on the timeline from Turkish Airlines since then. I look forward to getting this matter resolved ASAP. Thanks, - - Gaurav

I can't express my frustration enough regarding Goto Gate, let me just start off by saying I will NEVER IN MY LIFE use goto gate again and I will make sure I spread the word. I have phoned 9 times since the 14 of September and NOT ONE person could help me to change my flight date AFTER I PAID £120 for a flexible ticket. Now I've been told that I will pay £110 plus admin fees for no show. I will make sure to escalate this matter all over social media, hello peter and everywhere I possibly can. I am a frequent flyer who travels abroad atleast 6 times a year and never have I experienced this horrible customer service.

My flight was cancelled in April 2022 & I am still awaiting my refund - UEBY64!

Through The Data Protection Act - request for personal data (Right to Access), I received my data file. The last entry was 1st April 2022 stating a "Refund allowed as per policy", with absolutely no follow on at all.

You get advised to look online at the status on the refund, but when you try you see no progress.

The amount owing is £1852.99 & I see this as fraud!

I WANT MY MONEY BACK ASAP!

I booked a ticket, and the payment was accepted and taken from my account, but I never received any confirmation email (and no, it's not in my spam folder). In order to check anything on the flight, you need the booking number or confirmation number, which was not provided.

Even contacting customer service on Gotogate requires the booking number, which was not provided. The phone number they have on their website does not work or has no one on the other line (been on hold for hours).

How can they deduct payment without a receipt and without any way to get in touch with them?

Had an open ticket - order number LG2UN0 (price 524 dollars), waited for 2 hours (position 47 in queue) to get through the representative. Finally someone picked (Nishtha), asked her to book a flight from perth to melbourne. The price of the flight was 389 dollars (took a screenshot of the price as per real time availability) on gotogate website. While Nishtha asked me to pay 100 dollars more to book this fare. I already had a credit of 524 dollars, the price of new flight is 389 dollars, I did not get how come do i need to pay another 100 dollars to book a cheaper flight than my previous flight. I asked the fare price on which she was booking, she refused to tell me. I have all the recording of that call.

I asked her to refund the credits on my account and I will book the flight myself through website - refused again. Failed to provide any reasoning for all of this. Continuously asked her to help me in any way. Told her to book another flight for that day, which might be even more cheaper than this. Refused to even see the flights.

Asked her to transfer the call to some one who can help me in this regard. Refused completely. Asked her to arrange a call with the supervisor pr transfer him. Completely refused, after wasting one hour on phone. arguing continuously. she finally agreed to arrange a call back from the supervisor in next 2 hours. Waited for 4 hours - no call was received. Called the helpline again = started the whole process again. No one tried to help, no one provided with the exact information. The new person asked for the same flight 400 dollars more as a fare difference (which means price of flight is above 900 dollars) while I can see on gotogate website the price of flight as still 389 dollars.

He again stated he will call me back in 2 hours - no call received. Asked my partner to call them next morning. waited onphone for 2 hours to be in queeue only to listen we will call youy back in 2 hours on priority basis. While no one calls. I will go legal now regarding this, if there's no action.

I bought an airline ticket Salvador - Maputo Order number: LP03ZE on 07/05/2022 (e-Ticket number(s): [protected]/69 Book. no. UIWBVD Check-in Ref. 3ATIQD(DT), MRYLOE(G3), SMAKVS (LA) Name: Silvia Barbosa) and the company on 07/09/2022 cancelled the order due to suspicion of fraud and since then I have been waiting for the refund of the amount paid, I hope they adopt the same agility they had to cancel my ticket without even contacting me. Given the inertia of the agency in not performing the refund with agility. In August I was forced to open a complaint to my bank, because I was without the ticket and with the charge on my credit card bill. The bank has already closed the dispute and made the recovery so now return my money that is not to be used as petty cash ... So I request my refund and a date when it will be made,

Bought tickets from LA to Bucharest and back. On paper, the ticket came with baggages and flexi option. Once we got to the airport, I found that the the tickets were basic with no baggage and no flexi. Mind you the tickets weren't the cheapest. But it was the fastest route.

But the worst was the return flight. I couldn't check in online for some reason and I ended up losing the flight. When we got to the airport check in, they had already booked the whole flight. We did arrive late due to some medical complications. Trying to get rebooked was an endless back and forth between Austrian Airlines and gotogate, in which both were telling us to solve it with the other party. The problem was that gotogate lied about the ticket being flexible and the included baggages. I paid extra for the tickets which they pocketed, without it getting to the airline. Do yourself a favor and book a ticket elsewhere. GOTOGATE makes travelling as a stressful experience as it can be. Never again!

I paid £89.94 for allocated seats with both the outbound flight with RyanAir to Ibiza and my return flight with Jet2 to Manchester. when I received confirmation directly from each airline I had to pay a further £13 with ryanair as our seats weren’t together and jet2 advised gotogate had not reserved any seats at all I’d have to pay again or choose random seating.

It occurred on: 2022-08-23

This meant that I’ve spent hours on the phone to both gotogate and jet2 trying to resolve this issue. It’s been incredibly stressful and I had to pay ryanair further money to get allocated seats. After speaking with many jet2 representatives I was told to book random seating or pay and luckily after booking random seating we were allocated seats together by jet2. These seats are completely different than what gotogate advised I would have which prove they didn’t book the seats that I paid them for.

Booking Reference LRN3YA

It is my first time booking a flight with them. I made the booking today, 23 Aug 2022, for a flight in 23 Oct 2022. I was provided the booking number LPVZOG for MH807 Malaysia Airlines. I made the booking for my boyfriend. I tried the booking number they provided in the MAS website but the site says it cannot be found. I tried contacting gotogate but the chat says they are experiencing high volume of messages and immediately closes the chat. I am frustrated! I just want to make sure that I was not scammed of my money and my boyfriend gets to go back with no trouble. Please help.

Dear Sir/Madam,

Order Number: LLQ9SQ

My wife and I had tickets Tunis-Cairo-Muscat on 8 May 2022 on Egypt Air and Oman Air, Flights # MS844 and WY406 respectively. Egypt Air was 1 hour late, so when we reached Cairo, Oman Air counter manager denied us boarding the plane on the basis that we had been late and the counter had closed.

It took us more than 6 hours (from around 6 pm to past midnight) trying to find a solution with the 2 companies but in vain.

Eventually, Egypt Air gave us a hotel for 1 night at 1 o'clock am after paying US$ 50 for 2 visas, Because we didn't have enough money to buy new tickets, we had to call our son in Germany to buy us 2 new tickets, which he did on Etihad Airways from Cairo to Muscat for the next day.

Oman Air has just refunded us for Etihad tickets, now we would like to be refunded for for half the ticket that was not used (Cairo-Muscat) and compensated for the considerable anxiety and stress we suffered from during this inconvenient experience.

Best regards

Dr. Farah Bahrouni

[protected]@gmail.com

I booked 2 airline tickets over 2 years ago, and for a year I have been chasing a refund and getting messed around. Told one thing on one call and get a contradicting story on the next. Waiting time to get through usually over an hour, there is no email or physical address to contact them. They seem to have a set line "your refund is being processed we will get back to you" they NEVER do. I have tried to escalate the complaint there is NEVER anyone available

The Flexible ticket advertised by GOTOGATE states that no costs will be associated with changing one's ticket, except those arising out of a difference in the current fare. This is simply not so for those customers who reside outside the 786 area code in the United States, who are surely a majority of the customers who purchase GOTOGATE tickets online.

The only way to contact GOTOGATE to avail oneself of the advertised change is to call a long-distance number in the United States (+[protected]). Then a robot hangs up on you and if you are fortunate you can get through asking for "Agent" and talk to a human being. The human being, however, will put you on hold for a time and then check back with you and tell you they must put you on hold yet again. After that, you may get cut off and receive an email from a no-reply email service that will apologize for getting cut off and ask you to repeat the process, thereby resulting in a waste of time and money, the latter of which counts plainly as a cost which was unadvertised but plainly felt by this consumer. A link in the no-reply email informs you that you may respond to the email by clicking there but then you are rerouted to the +[protected] phone number which they expect you to call yet again.

Incidentally, in my own case, after I asked the representative to call me back as the cost of an international phone call was more than I could bear, twice on hold, and having taken some time to connect, I received a call from +44 20 [protected] which immediately hung up and in seconds I received the email I have attached below. I don't want to think evil of anyone, but I can hardly think good of a person who calls me one time and hangs up almost at the very same instant I receive an email from them apologizing for trying to reach me without success. Of course, when one calls the +44 UK number back they receive a message that the number is unreachable. My order number is LQE58R; my email is [protected]@protonmail.com and I would be happy to offer even more details if contacted. Thank you.

I have booked a flight from gotogate to Germany but my husband's grandmother passed away and we have to cancel the trip. I have contacted them numerous times, email them only to hear back that they wont be able to help in anyway even though the law says full refund for a non refundable ticket is possible in case of a family member's death. But Gotogate simply refused to refund or reschedule the trip. This company is a scam and should not be allowed to prosper by ripping off people their money.  I would be highly obliged if I get the full refund or at least a voucher or reschudle option for the trip.