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1.1 532 Reviews

GoToGate Complaints Summary

10 Resolved
507 Unresolved
Our verdict: If considering services from GoToGate with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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GoToGate reviews & complaints 532

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1:25 am EDT

GoToGate Flight ticket

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

Desired outcome: Refund in full

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4:56 pm EDT
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GoToGate Flight date changes

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.

Desired outcome: Refund

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11:26 am EDT
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GoToGate Still Awaiting my Refund 6 Months Later!

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!

Desired outcome: Refund!

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9:09 am EDT
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GoToGate confirmation email not received, but payment taken

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?

Desired outcome: A confirmation email!

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4:30 am EDT

GoToGate Flight service

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.

Desired outcome: Refund my money now in my account. 524 dollars to be refunded to my account

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8:59 am EDT

GoToGate Airline ticket

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,

Desired outcome: Refund date

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10:38 am EDT

GoToGate Fraudulent tickets

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!

Desired outcome: Reimbursement for the return tickets i had to buy again plus emotional and time compensation. My wife is already in a delicate medical condition and the stress took a toll on her.

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3:31 pm EDT

GoToGate Seat allocation

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

Desired outcome: A refund of the allocated seats as I paid them for allocated seating and they did not arrange this. I paid them for a service they didn’t provide and I’m well within my rights for a refund.

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9:20 am EDT

GoToGate booking reference is not valid

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.

Desired outcome: I want to get the correct booking reference for the flight I booked as soon as possible.

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1:59 am EDT
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GoToGate May 9, 22, My wife and I were denied boarding flight WY406

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

Desired outcome: Refund the second half of the tickets (Cairo - Muscat) that was not used.

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10:55 pm EDT

GoToGate Refund for airline ticket

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

Desired outcome: REFUND

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Farah Bahrouni
Al-Khoudh, OM
Aug 26, 2022 10:57 am EDT
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Dear Sir/Madam,

Your website states that a complaint would be responded to in 2 business days maximum. My complaint was submitted on 19/8/22, today we are on 26/8/22, and I haven't heard from you. Is this part of your policy, you say something but the reality is so different?

I hope to hear from you soon.

Regards

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11:18 am EDT

GoToGate Flexible ticket

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.

Desired outcome: Please truthfully advertise the limitations on the flexible ticket change (i.e., that there is only a single US phone number available to make said changes), or make the service, as advertised: WITHOUT COST.

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2:37 pm EDT

GoToGate refuse to process refund

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.

Desired outcome: Full refund/ voucher/ reschedule

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6:56 am EDT
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GoToGate Cancellation of my Trip and get back my money

Gotogate Staff,

When i checked my Visa Card (Mastercard) for Ayda Dawoud in Egypt, i discovered that you had withdrawn much more than the fees mentioned in invoice (2663 SAR) which should be only a charge with about 13550 Egyptian pounds or more less after exchanging the currency from SAR to EGP . You have withdrawn an amount of 14000 EGP (Fourteen thousand Egyptian pounds) instead. So i need to retrieve about 450 Egyptian pounds in my account.

So, i need to cancel my booked flight tickets .

Desired outcome: Please refund my money.

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4:02 am EDT
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GoToGate Refund of airlines tickets

Complaint in relation to not having received a full refund from LOT Polish Airlines.

Email Tracking Number provided by GotoGate - [protected], this tracking number is in relation to the refund process that has been initiated by GotoGate to claim refund from the Airlines.

GotoGate Booking Reference - LI8MNK, 3 tickets booked from London to Delhi for 19/07/2022.

We were not allowed to board the flight due to conflicting schedule of interconnecting flights (mis-connection) due to airlines error, details below:

19/07/2022 London to Warsaw - 18:10 LO280

19/07/2022 Warsaw to Delhi - 18:25 LO071

I have had numerous conversations with GotoGate, last one being on 31/07/2022 with Prateek at 12:00 on 31/07/2022.

I am complaining about the refund that I have still not received. Can the issue be escalated and refund made within the next 5 working days, otherwise I will be escalating the issue to the regulator.

Thanks,

Harsha Gautam

[protected]

Desired outcome: Full refund for the 3 tickets.

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5:41 pm EDT
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GoToGate Airline tickets rebooking

I had to cancel my flight tickets in December of 2021 because 4 days before the flight I got Covid.

I talked to Turkish Airlines and Booking.com, made sure that Turkish airlines refunded the money. Booking.com told me that they see it in the system and I just need to call to book the tickets again.

I started to call 1.5 month ago, on July 28th 2022, I already called 6 times and every time I told that support team need to get confirmation from airline that they refunded money.

Every time I am told just to wait 28-48 hours and somebody will call me back.

Never happened. My flight is less than a month away and I am not getting anywhere. It's like a brick wall.

Desired outcome: I need to book my tickets

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12:44 am EDT

GoToGate Customer service

I am absolutely disgusted at gotogate

They have no customer service

Some indian answers then hangs up

I have sent 57 emails over past week as I made a flight booking accidentally with a 3rd party, something I would never ever do and I want Qantas to take over the booking. I get an automated response from every email, now the booking can't be found in the system $3,000 booking! I am livid. If there is no customer service now there sure as hell won't be any if im stuck at an airport in Europe, so that is why I need Qantas to take over the booking. Your staff are [censored], no knowledge and also operating rather fraudulently and I have lodged a story with A current affair, as well as afta and atas. I have copied this to the ATO as the company is so dodgy I bet they don't pay tax in Australia. I have lodged an ACCC report and Office of Fair Trading.

As I tried to cancel my booking with gotogate within 24 hours, I am covered by consumer protection legislation. But as it is impossible to talk with gotogate it is also impossible to do this! Then they try to tell me despite the extra $400 ticket insurance I paid there will be a $200 fee, plus I lose the insurance fee, oh next day it was a $400 fee plus insurance. They have absolutely no idea of anything and I am livid. I am waiting for ACA to give me a date and time to do an interview for Channel 9 and I will be sure to tape this and send it across all social media platforms. GotoGate needs to be put out of business immediately. All I want is either my full $3k back or Qantas to take over the booking. I have had to take a week off work to deal with all the rubbish emails that are automated and to try get some sense out of someone there! I will not be suing for compensation, just want my money back in accordance with my consumer rights. Another thing, they have a yaamba postal address and victorian physical address - do they actually exist? Or is it just another scam. I guess ACCC and OFT investigations will bring it all out in the open

Desired outcome: Refund my 3k wholly, OR let qantas take over the booking so i can make changes and at least i will be with a company I can speak to if there are any issues while i am travelling

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11:14 pm EDT

GoToGate Awaiting for refund since April 2022

My flight booking was canceled due to undesired changes to the flight schedule in April 2022. (booking number ULZKDQ), but still awaiting for refund.

Every time I call gotogate (difficult and long waiting)/ everyday checking my booking online , they advise:

1)that refund has different department but there is no contact details for customer

2)they are waiting for Emirates Airline to process the refund - I called Emirates Airline several times and they say they had completed refund process to agency late April/early May.

I really need my money back and also clear answer when do Gotogate wants to pay back.

Desired outcome: Please refund. And inform me when will you refund

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1:20 pm EDT
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GoToGate Refund

I booked flights for two people on Spirit Airlines and Alaska Airlines thru GoToGate order # LKBFOX on April 7. I canceled these by calling the airlines directly on April 8 because of errors in the tickets. I was notified by both airlines that they issued refunds April 8. I have called and emailed GoToGate more than a half dozen times asking for them to process my refund. It's been over three months since the airlines issued refunds and still no refund from GoToGate. When I call they tell me, "It will only be a little longer." I rebooked flights on GoToGate, which I didn't have to do.

Desired outcome: Please issue refund immediately. I need this money to pay rent!

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11:34 pm EDT

GoToGate Airline didn't allow me to board

Hi today 14 July I have booked tickets to Singapore from Auckland. I have booked 5 person tickets 2 adults and 3 kids. While I went to check in for the flight SB411 to noumea they said I can’t be boarded cause of the transit visa for Indian passport holders. I have an emergency situation and my father is on life support I mentioned this to airlines but they said booking is done through gotogate please contact after calling customer care holding for 1 hr. The gotogate agent said they can’t re book tickets without connecting noumea. I have Singapore visa and while booking it’s not even mentioned for self transfer or transit visa like other agencies. The gotogate agent said they can’t refund money also only they can refund 2200 out of 4437 and wasn’t understanding the emotional values. Very unfair could have changed my dates or destination I was willing to pay extra fee but wasn’t handled well

Desired outcome: Full refund

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GoToGate Customer Reviews Overview

GoToGate is a popular online travel agency that offers a wide range of travel services, including flight bookings, hotel reservations, and car rentals. The website has received numerous positive reviews from satisfied customers who have praised its user-friendly interface, competitive prices, and excellent customer service.

One of the most significant advantages of GoToGate is its easy-to-use platform, which allows users to search for and book flights, hotels, and car rentals quickly. The website is also available in multiple languages, making it accessible to a global audience.

Another positive aspect of GoToGate is its competitive pricing. Many customers have reported finding great deals on flights and hotels through the website, making it an excellent option for budget-conscious travelers.

In addition to its user-friendly interface and competitive pricing, GoToGate has also received high marks for its customer service. Many customers have reported receiving prompt and helpful assistance from the company's support team, whether they needed help with booking or had questions about their travel plans.

Overall, GoToGate is a reliable and trustworthy online travel agency that offers a wide range of travel services at competitive prices. With its user-friendly platform and excellent customer service, it is an excellent option for anyone looking to book their next trip.

GoToGate In-depth Review

Website Design and User Experience: The website design of GoToGate is clean and user-friendly, making it easy to navigate and find the necessary information. The layout is intuitive, and the search function is prominently displayed, allowing users to quickly search for flights.

Booking Process and Ease of Use: The booking process on GoToGate is straightforward and hassle-free. The website provides clear instructions and prompts, guiding users through each step of the booking process. The interface is user-friendly, and it is easy to select travel dates, destinations, and preferences.

Flight Options and Availability: GoToGate offers a wide range of flight options and has a vast network of airlines. Users can choose from various airlines, routes, and schedules to find the most suitable option for their travel needs. The website provides real-time availability, ensuring users have access to the latest flight information.

Pricing and Competitive Rates: GoToGate offers competitive rates for flights, allowing users to find affordable options for their travel plans. The website compares prices from different airlines, helping users find the best deals. Additionally, GoToGate often has special promotions and discounts, further enhancing the affordability of their flights.

Customer Service and Support: GoToGate provides excellent customer service and support. Their customer service team is responsive and helpful, assisting users with any queries or issues they may have. The website also offers a comprehensive FAQ section, providing answers to common questions and concerns.

Refund and Cancellation Policies: GoToGate has clear refund and cancellation policies, allowing users to easily understand their options in case of changes to their travel plans. The website provides information on refund eligibility, cancellation fees, and the process for requesting refunds or cancellations.

Additional Services and Features: GoToGate offers additional services and features to enhance the travel experience. Users can add extras such as seat selection, baggage allowance, and in-flight meals during the booking process. The website also provides information on travel insurance options and car rental services.

Trustworthiness and Security: GoToGate is a trusted and secure platform for booking flights. The website uses secure encryption technology to protect users' personal and payment information. They have established partnerships with reputable airlines, ensuring users can trust the reliability and safety of their bookings.

Overall User Satisfaction: Overall, users are highly satisfied with their experience on GoToGate. The website's user-friendly design, competitive pricing, and excellent customer service contribute to a positive user experience. Users appreciate the wide range of flight options and additional services available, making GoToGate a preferred choice for booking flights.

Pros:

  • User-friendly website design
  • Competitive pricing
  • Wide range of flight options
  • Excellent customer service
  • Clear refund and cancellation policies

Cons:

  • Some users may prefer more customization options during the booking process
  • Occasional technical glitches reported by a small number of users
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Contact GoToGate customer service

Phone numbers

+1 (646) 558-7089 +44 203 794 7674 More phone numbers

Website

www.gotogate.com

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