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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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T
2:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate Didnt get refund from GoToGate

Hello. My name is Tatiana Smirnova.

I booked flights Basel - Poznan on 26th June 2022 (flights LH1207 and LH1380 via Frankfurt) and back on 30 June 2022 (flights LH1637 and LH2398 via Munich), all flights are hosted by Lufthansa. Additionally I paid 91 CHF for service called Stornogarantie. As per description of the Stornogarantie if I cancel my flights reservation latest 4 hours before the departure, I will be refunded with 90% of flights costs.

I got covid, also my kid got heavily sick before the trip, and I tried to call, as recommended, GotoGate +[protected] service and they are simply looping the intro message without connecting me with anyone. I tried to use Chat - Chat gets closed 1 second after I open it, due to overload of messages. And this during 2 days in a raw. Finally I sent email to the Customer Service more than 6 hours before the flight, asking to cancel the flight reservation and pay the refund. The answer I received after a week. Of course they rejected to pay, as I contacted them too late. I truly believe this is not my problem that their service doesnt work, and my actions were following GoToGate rules. How can I get my refund?

Many thanks for your kind advice,

BR, Tatiana

+[protected]

[protected]@gmail.com

Desired outcome: Advice on how to get refund from GoToGate

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N
8:22 am EDT

GoToGate Cancellation/ refund

I made a reservation in error, I would like to cancel my reservation and get a refund.

Order number : LOXJG3

I sent several emails and no positive response

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3:49 am EDT
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GoToGate Flight booking

We bought a flight on your website with date-change insurance and never received any email confirmation. Now we are stuck at the airport we cannot check in and cannot change our dates since the website doesn't even recognize our info (booking reference/email) and cannot get access to our booking at all from go to gate at all.

Cannot contact the company anywhere, also not responding by phone.

We are asking for a refund now or to change our flight dates, we have paid to be able to change the flight dates.

Please contact us as soon as possible.

Desired outcome: Refund or possibility to access our booking and change the dates.

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8:49 am EDT

GoToGate two hours waiting on the phone for a reservation change - and then wrong service

I have been trying to contact the customer service of gotogate for the past week. After several messages on their website, I have been told I needed to speak to someone over the phone. I have called over the last 3 days (a total of over 8 hours spent on the phone) and only managed to speak to one person on the phone this morning and was told my modification (departure date change) would cost £900. I reluctantly agreed to make the change and pay for it in full - only because this is an urgent matter: this is a ticket for my mother who is currently facing psychiatric problems and cannot be left alone - only to find out the person who made the change now booked me two departures ! I have tried contacting them online again but have obtained no answer.

Desired outcome: I would like to be reimbursed in full so I can purchase a new ticket.

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11:03 am EDT

GoToGate Refund not processed and its been 6 x months with 52 calls to your customer service

customer reference = [protected]

PNR = UA9FIQ

STAF ERROR- (An Agent 'Anup') - who made an error & miss-communicated that the ticket is now reflecting as OPEN TICKET as per our change in plans but in fact the ticket is forfeited by the airline. It is to note that more than 48 hours notice was given in the cancellation of our journey as well as paid additionally to get a service for ( 1 x change/amendment allowed) on the ticket.

I have called almost 30 x times and waited almost 4 x months but in vein. Very bad customer service received as they have tried to conceal the staff error information, wherein, 2 agents were extremely rude and raised their voices at me .

I have recorded the calls for reference

My contact details are

[protected]

Raashid

Desired outcome: REFUND due to your staff error.

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3:16 am EDT

GoToGate Go to the gate

Never use go to the gate . They cost me $1800 . A flight was canceled in the middle of my trip from Australia to Europe they told me I had to sort it out my self and they could only refund me the original price of the ticket $1300. They current pice of the cheapest ticket was $4200. After multiple calls and begging Malaysia airlines to change my canceled ticket after the said go to the gate has to do it and they wouldn’t , Malaysia airlines helped me out . I rang go to the gate said will this trip all work since I had got it changed he said yes . So I got to half way through my trip and needed to fly from Kuala Lumpur to Dubrovnik they said I could not board the plane because the the ticket wasn’t altered . So I got stuck in Kuala Lumpur for two days had to pay for a hotel and another $1500 for a plane flight . Everytime you call go to the gate they hang up on you or it takes a hour to speak they don’t help . When I was stuck at the airport called go to the gate there was 204 people in the cue before me , so obviously 204 other pissed off customers

Desired outcome: Want my money back or company not to be used by others

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11:21 am EDT

GoToGate 2 years I'm expecting the refund

Dear Sir/Madam,

Your flight with booking number BVEHGU, has now been cancelled due to the Covid-19 situation.

We will send a refund application to the airline and if the request is granted by the airline, we will process your refund in accordance with the airline’s policy and our Terms and Conditions

This was on the 14th Oct 2020 and I'm still waiting for the refund. I booked my ticket on the 5th Oct and my order is L5DHQD. So I ask them to give me the refund ID from the airline company Tap Portugal to get a status of my request.

Below is the refund application sent to the airline which the airline has rejected:

[protected]

We advise you to confirm the reason for the rejection with the airline as well. There is no other number which we have with us.

After asking TAP Portugal, they answer that this request number is invalid.

So Gotogate doesn't provide any information. I really doubt that they sent the refund application since TAP has no information.

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5:39 am EDT

GoToGate Gotogate refuses to refund me

I am writing regarding flight TO 3521 on 1st May 2022 from Athens (ATH) to Paris-Orly (ORY) with the scheduled departure time of 12:05pm with reference LJTXIO. This flight was booked in the website Gotogate. This flight was cancelled by Transavia Airlines. Transavia airlines have refunded Gotogate five days after the date of the cancelled flight. However, Gotogate has not yet refunded me. I have contacted the service client by telephone but they did not help me. I have also contacted their service client by email but Gotogate told me that I have to pay 30 euros in order to assist me. I re explained them the situtation but there is no anwser. As a result, Gotogate is keeping my money for over two months and their service client is not even trying to undestand the case. I would like to be get my money back.

Desired outcome: I would like to get my refund.

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4:10 am EDT

GoToGate Unresponsive and Inconsistent customer service and policies

I booked series of flights from Cebu, Philippines to Montreal, Quebec for June 30, 2022 through gotogate (mytrip) on May 9, 2022. Itinerary showed layover in Japan (with arrival in Haneda and departure in Narita). However, when I reached the embassy of Japan, I was told that Japan does not allow passengers to change airports due to quarantine measures. Upon knowing this, I called gotogate (mytrip) customer service on May 17, 2022 and told the agent (Saud P.) that I could not take the flights booked because I could not transfer from Haneda to Narita during the layover. The agent told me that I could cancel the tickets and get a refund or have open tickets. Initially, I wanted to cancel and have the refund but when I asked about open tickets whether I could use different routes and airlines he told me those were possible. So I ended up picking the open tickets.

After a few days, I called again to use the open tickets but the agent told me I could only use the same route and airlines. I insisted that they review my call with the agent who converted my tickets to open tickets because I wanted to use different routes since it wasn't possible for me to have layover in Japan and change airports. The agent told me it wasn't possible same with a few more agents whom I spoke to. These agents were telling me contradicting things so I told them that I wanted to cancel and ask for a refund instead. However, they all told me cancellation was not possible contrary to that agent Saud P who converted my tickets to open tickets told me. I also tried to cancel using their website but customer service told me cancellation was not possible. I've been sending numerous emails about my situation and about what the agent who converted the tickets to open tickets but they seem to ignore me.

It was very stressful and costly talking to the customer service representatives and no resolution has been made. It was mainly their mistake to advertise flights which are not possible for travellers to take. In my emails, I was persistent in asking for a refund, and the last email I got from them said rerouting was possible and that I should do rebooking by contacting them via phone which was not possible also. Wait times are too long and I don't get to talk to an agent. I sometimes get international calls which I think were from them but were not long enough for me to pick up. I also requested a detailed explanation about how to use the open tickets but I never got a feedback.

Now I still get emails about the upcoming flights as if they were not converted to open tickets. I feel that they are not considering my request and they don't want to resolve my issue.

I have to be back in Canada soon and while I was waiting for a resolution flight prices are going up. They have caused me a great deal of stress.

Desired outcome: Please refund.

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8:25 am EDT

GoToGate Ticket not booked

On April 30th, I booked a round trip flight from Winnipeg to Malaga From June 10th to June 19th via GoToGate. I even paid an extra 25$ for online check-in. On the 9th of June, I noticed that I was not checked in to my first flight from Winnipeg to Montreal and that I was unable to acquire a boarding pass. As such, I called GoToGate and asked them to ensure that I was indeed checked in and that everything was in order for my flight the subsequent day. They assured me that from their end, everything was in order and that I was checked in for all 3 flights required to take me to my destination. They also assured me that I would receive my boarding pass 3 hours prior to boarding. On the 10th of June, I did not receive my boarding pass, as such, I went to the check-in desk at the airport early and was informed that there was no ticket in my name for my first flight from Winnipeg to Montreal. After 3 hours of speaking to GoToGate on the phone, being consistently redirected to another team and being hung up on, they told me that there was nothing that they could do and that it was Air Canada's fault, not theirs. As such, I had to purchase a last second ticket to Montreal in order to catch the remainder of my flights to my destination costing $656.38 despite having already paid GoToGate for one. They have denied me a refund, have caused me excess distress and have wasted a lot of my time on the phone. As such, I am requesting a refund for the last second ticket I had to purchase to replace the ticket they failed to book on my behalf ($656.38), I am requesting a refund for the online check-in I paid for given they had not checked me in ($25) and I am requesting a partial refund for the waste of my time and the added anguish this has caused me.

Thank you kindly for your assistance,

Jason Azzi

Desired outcome: Please refund

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3:26 pm EDT
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GoToGate Flights cancelled

I reserved a series of tickets with Gotogate on the 2 April 2022 to a value of €2500.

On the 29th of May I received a mail from them informing me that one of my connecting flights - New York - San Fransisco had been cancelled by the airline, but that they would reschedule me for an alternative flight direct to San Fransisco. Three weeks later, despite numerous calls to their help centre I still had no information regarding confirmation that this flight had been changed.

This morning - 18 June - on the advice of the Service Clientele, I contacted Lufthansa directly. They made the change straight away and sent me the ticket references Paris - San Fransisco, San Fransisco - Auckland. As I have now become anxious about these flights, I checked again with Lufthansa later this afternoon, to find to my surprise gotogate had cancelled my flight from San Fransisco to Auckland. When I contacted, yet again their service clientele they informed me that there was nothing they could do, and they could reimburse me. I am not at all interested by a reimbursement as I have to get to NZ on the Saturday 30 for a wedding. The Lufthansa confirmed that it was an error on their side and that they were under the obligation to find me a new flight. This has not happened yet

I am a frequent flyer and have never had these sorts of problems before.

Desired outcome: Please find me a flight on the 28 July from San Fransisco to New Zealand.

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2:40 pm EDT
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GoToGate service of change/cancelation

Booked 2 flight tickets through gotogate back in February 2022, then that same day we had to change our flights so I called their customer service that SAME day. The total for our flight tickets was $1,280 (4,915,130.00 Colombian pesos). Gotogate keep saying that it refunded me about $80 (313,984.00COP) but I keep telling them that I did not received any refund from them, as I and my bank can see that I did not receive a refund, which I can prove with my bank statements. Also the other MAJOR ISSUE is that how is it even possible to only receive such a insulting amount (which again I NEVER received). Were did the rest of my money go? That is ridiculous, so where is the other $1,200 (4,601,146COP) go? And this is from me calling them THE SAME DAY. That's a scam, something is not right. I have tried multiple times to get in contact with them and well their phone line is useless as it is very difficult to get through the line as more than half the time their line just cut after being waiting for a while to talk to someone, I believe they do this on purpose, also by email is also useless. I have wrote them MULTIPLE emails explaining the issues and every time I get a useless answer like what they had already refunded me, even though I have explained that I did not receive anything, so they do not care, I do not even think that they read anything as I always get the same useless answer. Why is nobody trying to figure out why is those major problems happened? I believe it is because they are scammers, someone put in their pocket $1,280 of my money and I will do everything to get it back. It is not true that they will still from me like this. I will also never recommend their company, I will also never use their company again, I will talk badly about their company because what they are doing is not right nor legal. If they were at least trying

Desired outcome: Get my money back or get it back in flight credit.

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9:45 pm EDT
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GoToGate Flight ticket

Reference: 40-[protected]

Reference: 40-[protected]

E-ticket number: [protected]

Kindly i need support with my refund longtime no updates knowing i contacted Emirates Airlines and dnata and both informed that already the amount refunded from there side with a receipt proof from dnata , So please i need support in this issue before posting on social media the receipt with your reply email that the amount still in Emirates Airlines.

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7:09 am EDT
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GoToGate Canselleringlguarantee

I booked a travel through Gotogate, for Japan and Australia, starting 17. may 2022, (booking number: LJ3EYM). I booked with cancellation guarantee, to be sure if anything happens to me or my wife. I tried to check in on 16. may but couldn't for various reasons. I thought of check in at the airport on 17th may. But I fell syk around 06:00hrs on 17. mai. I could not move at all Since it was the national day of Norway all the offices are closed for business. And I had yo go to the doctor urgently. With very much difficulties, I did that.

I, first tried to inform the flight, Lufthansa, it was stengt. So do all the other offices. I did not travel that day. I have the medical certifcate from the doctor too.

I could't contact Lufthansa even though I got emails returned without being answered, I tried and got through today to Lufthansa and they said to contact Gotogate. I contacted them, but they said they cannot pay whether the refund or postpone coupen of the booked travel.

Please be kind enough to look into this matter, so that I get my legitimate refund or postpone coupen.

Yours' truly,

C. Gopalaratnam.

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8:55 pm EDT

GoToGate Flight

I see that there have been some changes that have been applied to my travel plan from BNE to ICN on the 2nd of July 2022. Ref no is as follows 6TZLS7. I am very unhappy with the sudden change as I have an important conference to attend as a guest performer for the opening ceremony in Busan, South Korea. This is a very important event which doesn't happen every year and so with no further arguments or discussions, I would like to respectfully request an alternative that fits the timings that I have previously booked for. The flight details also do not make sense, especially on the return flight which mentions we arrive at 2335hrs from Korea and also depart at 2330hrs to Brisbane.

I have been trying to contact the airline for the past two weeks and trying to get help from gotogate. Nobody is being helpful and I'm at the verge of a breakdown.

Order number: LMGAMD

Confirmation Number: 6TZLS7

Regards

Tin

Desired outcome: alternative return flight

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8:16 am EDT

GoToGate Flight Booking with Gotogate

Do not book with Gotogate! If you have any issues, you will be on hold for 2 hours minimum, only to get an impatient customer service representative who states that your ticket is nonrefundable and they cannot help in any way. The customer service is nonexistent.

I had to cancel a flight. I emailed 4 times and called 4 times. When I finally got in contact with someone after being on hold for 2 HOURS (this is not an exaggeration), she told me she couldn't help me ... that I would lose all my money for the flight and that was that.

I wish I knew all this before booking. BOOK DIRECTLY WITH THE AIRLINE. Do not, under any circumstances use Gotogate to book.

Desired outcome: Refund or rebooking

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2:35 am EDT

GoToGate Ticket not received

on date 13/06/2022 at 07:54 morning i transfer amont of 734.99 SAR throw alahly bank for ticket from Dammam KSA to KHartoum Sudan on date 24/06/2022 name of Amel Mohamed Abu alhassan pasport no P06514874 am Hassan Alamin Ahmed Omer phone no. [protected] e.mail [protected]@gmail.com

kindly no reply up to now am waiting

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4:00 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate Credit towards a rebooking

We've been trying for months and put on hold for hours to get a US$943 credit owed us by Go To Gate towards a rebooking. When they do answer we get the same "It'll be done and you'll get a call within 48 hrs", but they never call. I see a myriad of similar complaints online. They asked for the flight we want to rebook and it's 15 NOV, 22, TO 0202/TP0822, but again no reply. HELP PLEASE.

Mary and Harvey Sacks

PS The price of the new tickets are less than $943. If they won't rebook, then we want refund please.

Desired outcome: rebooking or refund

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Roselia Vaquerano
, US
Oct 22, 2022 7:53 am EDT

It is an irresponsible and dishonest company. Since 2021, my flights have been canceled due to the pandemic and since that date, trying to get another reservation and nothing is going crazy. I paid $1, 156 and it is not possible for me to lose them. the airline told me that I could be reimbursed but that I had to call the agency where I bought them my flight was with NORWEGIAN with reference #KQOKEG and KQPMOH have been honest and return the money or make another reservation

O
O
Office Uptoo
, US
Jun 15, 2022 5:33 am EDT

My flight corresponding to my booking reference LM8NWB has been cancelled by KLM.

KLM told me I am eligible to refund.

I called GOTOGATE 2 times, spent 3 hours of waiting time on phone, send several emails.

AND NOTHING ! they always find an excuse to not reply to my cash back demand.

I want to be refund asap ! this company deserves a complaint and to be put out of any business.

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5:53 am EDT

GoToGate complaint: unrealistic fare rules

in my booking LL6Q0W, it is mentioned that cancelation and changes are possible with a penalty of 26 GBP BUT when I was contacting Gotogate they was saying according to their rules ticket is neither changeable or refundable!

Please help to get refunded or Help to provide right authorities' to claim this SCAM Operation

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12:45 pm EDT

GoToGate Gotogate

Dear Sir / Madam,

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

The issue that I have experienced was: Hello, my name is fernando Baldé I’m writing this letter to you guys because this agency “Gotogate “ is trying steal the money from me. So basically my flight was cancelled in December due to covid restrictions and they were supposed to give me the money in January as it was cancelled and it supposed to be fully refundable. I was waiting months for the update on my request and they even blame the war in Ukraine which it started in March/April. Then I applied for a chargeback on my bank account which is Revolut (not worth it for this type of situations) and they were be able to reject my dispute so I’m trying my hardest to get the money back

It occurred on: 2021-12-12

This Made me feel like an idiot going back and forth with them I called them 100 times I even called the royal air morroco to try and solve this problem so please help me here as they are keeping my £777.71

Refund the money

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,

fernando balde

Desired outcome: Refund my money

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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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