GoToGate
reviews and complaints

23.01.21

In October 2019 we booked 2 business class seats on return flights from Heathrow to Sydney with Etihad Airlines, we booked through Gotogate.

We flew to Sydney on March 9th 2020 and we were due to return on April 18th. This flight was cancelled due to the Pandemic. On March 23rd we tried to contact Gotogate without success, we contacted Etihad and were given a flight from Sydney to Heathrow leaving on March 27th. We were given a NEW booking reference of CZE JFP. On March 24th this flight was cancelled. We eventually managed to book a flight to Heathrow on a Japan Airlines flight at a cost to us of £4, 700.

In April 2020 we asked Gotogate to claim the refund from the cancelled Etihad flight using the new booking reference. We accepted that at this time Gotogate would be very busy so didn't contact them again until the end of May; from then on we contacted both Etihad and Gotogate multiple times. Each time Etihad said a request had not been made for a refund, Gotogate said it had! Each time we contacted Gotogate we emphasised the need to use the new booking reference we were repeatedly told and I quote "We know what we are doing" I also asked Gotogate to quote the ticket numbers.

Eventually we were unable to contact Gotogate on the phone and we began to receive twice monthly emails, each email said the refund was "Pending" whatever that means. The emails also quoted the incorrect booking reference.

It is now over 9 months since our original request was made and we are at an impasse. We are out of pocket by £4700. The amount due by refunds is well over £3000.

We feel that compensation is also due for the delay and distress caused to us both.

At the time of booking we purchased a "Support Package", obviously a waste of money!

The original booking reference was: OYE 5KO this is NOT to be used, it is no longer valid on Etihad's system. The NEW valid booking reference is CZE JFP

Etihad also say that quoting the ticket numbers will gain us the refund, which are: [protected] for Keith Temple and [protected] for Jennifer Temple. The order numbers is: KZU JDS.

We would appreciate a speedy response and satisfactory outcome,

Keith & Jennifer Temple
c.c. Etihad Airlines

My Flight to Malaysia was cancelled in March 2020 and refund request was done. However nothing was processed until June, and since then every month i received the same below message. Despite calling every month nothing is being done for my refund,

This is the status as of today for order L2C8FU.
Booking reference: NDZCL9

Refund request received

We have received your refund request.

Refund application to Malaysia Airlines

We have requested a refund from the airline.

Waiting for Malaysia Airlines to process the application

Booking number - OX3JNR
Order number - L36W6N

In early November I called Gotogate to understand whether my flight to Budapest on 4th December 2020 was still happening as a result of COVID. I was notified on the call that the airline I was flying with (LOT Polish Airlines) had cancelled the flight. Following this, Gotogate informed me that they would apply for a refund from the airline. This had also been reflected on 'My Bookings' on their website. The airline have advised individuals who are currently waiting for a refund not to call them. I have emailed them twice to receive no response regarding the status of the refund and attempted to call them, to only be cut off. I have also been checking the application under 'My Bookings' and the status has not changed since November 2020.

Im in need if changing My departure date. The emails they keep sending are repeating themselves how I have to call. But none of the numbers work. The call doesn't even go through

Hi, firstly I have received a message that the seat booking for the original booking did not go through and I was going to be refunded and this was on 16/11. I then waited for this refund until I got a further notification that the refund was processed and I would receive the payment in 3-5 working days...this was on 16 December, I have still not received that refund. While this was happening I actually cancelled the entire booking due to my country getting a second wave of Covid this was around the 6th of December, I first called and confirmed with your called centre that air Seychelles would provide a refund [ You can check the recorded calls for this confirmation] and until today I have only received a mail on the 15th of December saying that it is being processed and that you have sent a request to the airline.

So now I have completely had enough of your company's horrific service and continuous excuses and of course the way the company is actually structured in terms of getting through to one point of access to actually chat to someone who can assist me in getting these problems and refunds sorted out. They always say I need to lodge my complaints/queries on another point of call on your website and someone will then assist me, which no one ever does. I have spent ridiculous amounts of money waiting on the line to try and chat to a call centre agent for a faster response numerous times sometimes for hours! I then send mails which I get no response to and have dropped calls allot of the time.

I understand this is different circumstances that we are going through with Covid and that your company has many queries etc to process [As you always mention on the calls while I am waiting] but I cannot continue to accept this complete lack of service and communication that I am getting from your company. I have chosen to use your company for the main reason to assist in dealing with the airlines etc so when instances like this occur I know that I have someone who can assist me in getting refunds etc, but I have realized that it is far easier to actually deal directly with the airlines etc because your company is pathetic, and goes against all principles of TCF. I want the manager of the cancellation/refund department to contact me immediately to sort this out? If this does not happen in the next working day I will escalate this complaint further to the ombudsman and take this to all forms of social media and trip advisor because this lack of service and blatant use of excuses cannot go unnoticed by the rest of the public!
I will await your call as I have completed my contact details above in this submission form, but just in case your company has another petty excuses here it is again +[protected]

my booking reference numlhy booked with gotogate in the uk was with airline qatar airways the booking refernce numlhy 2 person, on check in at bangkok for flight qr831 we was held up by staff manager that resulted in not boarding the reason flights was void and tickets cancelled we must pay again for our booking but to managers office in airport the demanded cost was $1250, for the same booking and same flights this i refused and we was told vacate airport.
on y complaint i have just been told lies i have demanded a explanation that has been refused unless i sign a disclaimer for that no fault would be against qatar air staff or the agents gotogate i have refused to this, a full refund of my flights was ordered by qatar air to be refunded by gotogate who has not paid this

[protected]@hotmail.com

My flight was canceled in June 2020 and Airline confirmed that they have refunded Go to gate flight money, still I haven't received refund back from them.

Every time I speak to them they say that they are submitting the refund form and still no refund.
I have had awful experience with Gotogate, please do not book with this airline as you will be very disappointed with their service.
I am student and every time I call I get fake promises for my refund.
I spoke to them again today and as soon as I have mentioned refund she hanged up on me.
DO AVOID BOOKING WITH THIS AIRLINE AS YOU WILL BE VERY DISAPPOINTED.

Many thanks

We booked flights through G2G - Order No - L2FWS4 Booking Ref: L3P6RS

Flights for our family (Frank/Deborah & Jake NOBLE) were to Canada (Lon - Van/ Cal - Tor; Tor - Lon) for Jul/Aug.

Flights did not go ahead due to Covid.

We requested a refund for all 3 flights.

G2G have emailed us fortnightly since 1 Aug with the following message:

This is the status as of today for order L2FWS4.

1. Booking reference: L3P6RS

Refund request received
We have received your refund request.

Refund application to Air Transat
We have requested a refund from the airline.

Waiting for Air Transat to process the application

We rang AIR TRANSAAT today and they cobnfirmed that they have NOT received a request for refund from G2G. They state that G2G need to complete a request for refund via the BSP link. THIS HAS NOT BEEN DONE AND WE WILL NOT RECIEIVE ANY REFUND FROM THEM UNTIL IT IS ACTIONED.

CAN YOU PLEASE GET THIS ACTIONED!

We would appreciate an update ASP.

Order number L4U8A9, Booking reference LGGFOT. Flight from Tel Aviv to New York (connection in London) on 29 Oct 2020 was cancelled by the airline British Airways. I was notified on the cancellation in mid September and immediately applied for a refund.
BA refunded the money to Gotogate on October 2020. Since mid September, when I was notified about the cancellation, Gotogate didn't refund my money. Every time I call them, they just keep repeating the same lie: "wait 1 more week".
Since the cancellation by the airline in mid Sep it's already been 14 weeks, and it will be 15 weeks in Jan 1 when Gotogate will send me another automated email about my refund pending (after approval and reception of the money from the airline).
I will never ever purchase an airline ticket with Gotogate again. They are liers, they stole my money, in those hard times.

passengers Miss Anastasia James and Mrs Arina James.
I have contacted JET2 and you received the flight refund on 7th October it was sent to GotoGate on this date and I was told you should refund me.
You said I would be refunded between 6 - 8 weeks, its now 10 weeks and you only update on 1st and 15th of the month so the next email wont be until 1st Jan 2021 so that will be 12 weeks, I believe you will not refund me so I am about to take legal advice over this matter unless you refund me ASAP.
I will never book flights with GotoGate again.
Mr Brian James.

Dear Sir / Madam,

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

The issue that I have experienced was: I bought from Gotogate via their website a year ago 2 tickets from Tel Aviv - Copenhagen (29 September, 2020 ) and back (11 October, 2020 ) and paid -807USD.
Both flights were cancelled and I got emails from both companies (Norwegian and Aeroflot) that they sent the full refund, and I should get the money back from the travel agency (Gotogate).
I never got the refund and Gotogate cannot be reached on the phone. I sent them several emails and also sent them an apply on their website, but they keep send automatic responses…
I attach the relevant emails.
Please let me know if you can help me get a refund from them.

Booking number L2YLBY
Order number L2YLBY
Original departure date 03/17/2020

Dear sir or Madam,

case number [protected], GoToGate Reference: L2YLBY British Airways Reference: L9MJNT

A few weeks before my scheduled flight to Valencia (booking number L2YLBY), the number of coronavirus cases was quickly multiplying in Spain. I called you to say it was no longer safe or socially responsible to take this flight.

Due to the ease with which air-borne pathogens are spread on airplanes, with the recycled air ventilation system and being in close proximity to travellers who may have already contracted the illness, I said I thought if this flight has not already been cancelled, it should be. There was a tangible risk of contracting the illness and passing it to people both in Valencia and back in London, and I do not want to endanger anyone.

You said over phone that under the extreme circumstances, I am entitled to a refund and would need to contact British Airways directly to go about receiving this. I tried to, but did not have the British Airways booking reference (L9MJNT). So I contacted you online, and received this information from you.

I applied for a refund for the flight ahead of schedule and was told by British Airways over phone 16th March that this would be transferred to my account on Tuesday 24th March. This date came and went, without result. When British Airways became unreachable by phone during the first UK lockdown, I contacted them online again and again.

I was getting increasingly hopeless, writing to their customer service things such as:
"I can only imagine how inundanted you have been with requests such as this, and I have seen on the news how dangerous the financial situation is for BA. I really feel for all the staff who are under stress about their job security and increased workload.
But I am also just one person, who is now receiving regular automated adverts from the British Airways Executive Club such as 'time for an escape'. This has only served to sharpen the stress of not having received my refund after so many months, and being in such dire financial straits that I cannot afford to even imagine being abroad. I am disappointed that after following the BA refunds guidelines as prudently and conscientiously aspossible at the start of UK lockdown, I have still not received my refund.
Please, please, confirm when the refund will be transferred. It is an increasingly desperate situation."

On 17th November I finally heard back from British Airways, who said that because I made the booking under GoToGate, British Airways will only process the refund through GoToGate. The customer relations person I spoke to said it was not the procedure to have been informed I needed to handle the refunded cancellation myself, and said to explain that I have been told by British Airways to receive my refund through GoToGate. She said it should be quite straightforward for GoToGate to be able to secure this refund, and that it was they were obliged to arrange this under the terms of payment.

I want to explain that I really appreciate how much stress companies in the travel and tourism sector are under. It must be an ongoing desolate situation for companies such as GoToGate and their staff must have to work really hard to keep things afloat during such uncertain times. But I need to pursue receiving the refund for a flight that later transpired to be between two cities so affected by coronavirus they were in lockdown.

I thought I was doing the right thing by cancelling my holiday, after looking forward to it for several months, but it is like a punishment to have my reasonable refund request unheard for 9 months under increasingly extreme financial strain.

It has been further disappointing to have received no acknowledgement or response from GoToGate during this time, and for British Airways to take months only to state this problem with their flight had nothing to do with them.

Please help me to get my refund.

I hope you all can keep safe and well during these difficult times, and I thank you for your time.

Best wishes,

Phoebe Vowles-Webb

Hi
having been trying to get a refund from gotogate since April 2020 for flights to Sydney Australia with Singapore Airlines. they was sending e mails every 1st & 15th of the month, then on the 1st Oct said my refund was being processed, have heard nothing since. on phoning them they do not talk to you so other than e mail there is no way to contact them.
order no KYZ1S1 airline ref VNYQN3 my e mail is [protected]@outlook.com can you help?
regards Guy

Flights was book and paid in January 2020. Agency Used was GOTOGATE - Flight: S8TM6B Order Number: L2M05T
They informed us that the Airline cancelled the flights because of the Covid 19. Since May we are struggling to get my parents money back. The keep on sending me the same email that it is still pending with the Airline Qantas. I contacted the airline and they informed me that they already approve the refund. It is now November and we are still waiting. When I get through to Gotogate it is the same man speaking every time. And they keep on giving me the same excuse.

See below the email form qantas:

[Ticket#2020050733000389] Booking Reference S8TM6B
Inbox

Qantas South Africa [protected]@mindpearl.com via email-od.com
May 7, 2020, 1:39 PM
to me

Dear Ms De Beer,

As advised on our call, your travel agency may refer to the below Refund policy :
https://www.qantas.com/agencyconnect/eu/en/agency-news/agency-news-march-20/commercial-policy-for-qantas-customers-impacted-by-qantas-international-flight-cancellations-due-to-demand-impact-of-coronavirus.html
Any refund fees will be waived for tickets issued in accordance with this policy.
This excludes fees imposed by suppliers or third parties.
To request a refund, return the ticket to the original point of purchase.
Refund Applications can be submitted via BSP Link with reference to the Authority number 623062 to waive any refund fees, no later than 3 months from the date of this policy.
For any other requests, do not hesitate to contact us.

Kind Regards,

Chelsea Abrahams
Qantas South Africa
Qantas Airways Limited

P. [protected]
E. [protected]@mindpearl.com
W. qantasagencyconnect.com

Email form Gotogate they keep sending me:

Order L2M05T [eTrackNr:45917065]
Inbox

Gotogate
Mon, Sep 14, 1:18 PM
to me

image
Dear Antoinette,

hope this email finds you well.

This email is to inform you that your refund request is still pending as we are currently waiting for the refund from the airline side. You will be notified via email when we will process the refund.

We are sorry for the inconvenience and thank you for your patience.

Kind regards,
Federico C, Customer Service
Gotogate

I have been waiting ages for a refund for a flight booking which I had to cancel due COVID. EZYJET told me on 11/07/20 they had refunded £49.98 to Gotogate who should the refund my credit card. This has not happened despite countless calls and emails.

The booking details are,

Booking ref. K1K2V4V
Order No. L31DL1
Flight. No. U2854/20MAR
Gotogate Case/Tracking No. 42986346
My name. Ian Todd
email ian. [protected]@hotmail.com

It has been more than 10 weeks since the flight got cancelled and the refund request was processed. I have still not received any refund. The phone agents are extremely unhelpful. I had paid to gotogate and must get a refund immediately from you. This is unacceptable and unethical.
Adnan Ali

In January 2020 we have booked flights for April on gotogate website. Booking number TOICPD.

Flights have been cancelled in March by Airline due to covid pandemic. Since then we are waiting for refund of amount payed 1 217, 99 EUR.

Every two weeks we receive a generic email from gotogate asking us to be patient. No personal email regarding a refund.

It's now more than 7 months that our flights have been cancelled.

The refund is due as the airline has cancelled the flights. We firmly request to refund full amount as per airline policy.

I purchased 3 tickets from Gotogate on brussels airlines for myself, my husband and my son, flying from birmingham to kos on 20th June and returning on 27th June, these flights were cancelled by the airline due to covid 19, gotogate informed me of the cancellation and asked me to chose an option, of which I chose to receive a full refund. I paid by debit card. but Gotogate have not yet paid me the refund. They keep sending me an automated email message saying they are working with the airline, but I still have not received a refund, nor have they replied to my emails and cannot get through to them on telephone, it keeps you on hold for up to half an hour and them automatically cuts you off. Recently, I have heard that the airline has refunded the money a month back to the travel companies such as gotogate, but gotogate clearly refuses to refund the customers.
Your Sincerely,
Mrs N. Van den broeck

My flight from MOSTAR to ZAGREB OU 329 was cancelled due to COVID.
The flight date was 23th of March 2020. Since than I tried to contact them over customer service formular, only generated mail came as answer. On the telephone, it doesn't even go through the choosing the option-line.
Booking reference: P9E2F2
Croatia airlines was also contacted, they cannot provide the refund or any possibility of changing the ticket.

Ticket details

E-ticket OU 831-[protected]

10-7-2020
Trying to obtain an open voucher. It is impossible finding a working telephone number for these people. {After they print give us a call.) I can't find nothing on the web either for this information. When calling 911171279371 I get a reply saying it can't be connected.
Daniel Robinson
[protected]@gmail.com
[protected]