GoToGate
reviews and complaints

This is really disappointing and poor customer service of go gate. I booked a flight no. KXOIME for my mom and brother from
Nepal- guangzouh
Guangzouh-Adelaide
Adelaide - guangzouh
Guangzhou- Nepal

I got an email mentioning that return flight has been cancelled by China Southern so I will need to re schedule the flight. And I was only given 1 option which has overnight stay wait which is not good for them as my mom can't walk for long distance she need assistance and my brother is deaf. So I asked for other option and sent email several times but I didn't get any reply. Also tried to call several time but customer service keeps on transfering calls and makes stressful hold for long and don't get any solution. What is solution for this? Please reply as time is running out.

Hi

eTrackNr: [protected]
Purchase no: KUK3BD
Reservation no: EEPVJZ

I had sent a refund request to Gotogate customer care service on Aug 1, 2019. Then I got an auto-replied email from the customer care service that thry will contact me back regarding the refund on Aug 2, 2019. However, I have never been contacted until now.

I even made a call to Gotogate office in Hong Kong at 852-3008-1583, 09:09 am hk time on Aug 7, 2019. An answer that I was told was that the refund request was being processed with the airline, Air India in this case.

Now, I would like Gotogate update the status of my request for the refunds and provide me the time frame when this should be completed.

Untill now, Aug 28, I never received any update or contacts from customer care service. Do you really care customers?

Kampol Pattnapamorn
[protected]@yahoo.com

PS. I also attached the refund request and the refund document issued by Air India to reclaim the money for your reference.

Extremely disappointed with the unsatisfactory service I was given today in regards to a booking for a flight. I fly frequently and am aware how things work. I booked a flight for myself and my husband and once the booking was complete I noticed immediately that the computer I booked the flights with for some reason auto filled my husbands name from Jeffrey to Jeff. I do not know why this happened but I think perhaps it auto filled when I entered his name for his credit card. I called immediately to correct this issue and was told I had to pay quite a bit as well as send a copy of his passport and it was going to be a drawn out process that was utterly unnecessary. It was not a name change rather a name correction within minutes of the booking. After getting nowhere with the first person I spoke with I called back and got someone else who immediately said just cancel and rebook as it would be less costly. I am so unhappy with your service I will never use it again and will tell all I know to avoid as well. The only thing you can do at this point is refund the charge for cancelling. Please respond and sort this out.

My husband and I were supposed to fly on Qatar airlines from Johannesburg to London on 24 June 2019. I had an ultradistance running race to compete in. Late on the evening of 23 June I was contacted by the trauma doctor at St Augustine's hospital in Durban (my home town) telling me to get to Durban asap as my father was in total organ failure and was not likely to last more than a couple of days. Needless to say I left for Durban early morning 24th June. I booked our tickets through Gotogate and when this all transpired I could not get through to their Durban branch, so I called Qatar airlines. On the gotogate website it states that one should call the airlines directly if one cannot fly and cannot get hold of gotogate. When I called Qatar airlines, they were helpful and told me the ticket would be put on hold. Thereafter I spent an extremely difficult month in Durban nursing my father back to health. In the interim I sent numerous emails to Gotogate to see what could be done about the tickets. All replies were along the same lines ie it depends on airline policy. So I called Qatar airlines and was told that if gotogate apply to them with proof (which I have) of the situation, refund fees might be waivered and a full refund given. Again, when I tried to get hold of the Durban branch of gotogate the number kept disconnecting. I sent more emails to gotogate and was again told that they could not get a refund from the airlines. In a nutshell, after spending too much time and money on phone calls and emails to both Qatar airlines and gotogate, the result is that neither are prepared to waiver refund penalties, and if I choose to rebook, neither will waiver rebooking admin fees eventhough my flight was NOT a no show. The circumstances were completely out of my control. I nearly lost my father. I have received terrible service from gotogate, and mixed messages from Qatar airlines. I am disgusted with the lack of compassion of both companies, and STILL cannot get through to the Durban branch of Gotogate. Surely someone can compromise with regard to admin fees?

My two friends and I booked return flights from Heathrow to JFK and JFK to Heathrow back in January. We paid using my mum's credit card and a few days later she noticed the money had been credited back to her card and gotogate had cancelled our flights.

We then rebooked the same flights which were with Virgin VS2 leaving on Friday 21 June at 9am approx and returning Wednesday 26th at 10pm VS10. However when they got to JFK for the return flight, the Virgin check-in staff told them they were booked on a flight out of Newark VS3.

As you can imagine we were incredible stressed as we had to get across New York in rush hour to catch the flight. It cost us £33 each and we made it with ten minutes to spare. The only confirmation emails from gotogate show JFK as the return airport but gotogate are saying these are for the original booking which they cancelled.

I have checked my emails and they never sent confirmation emails for the second booking. I have raised a complaint with them but they have stopped responding. I have asked them to send proof of the confirmation emails and they haven't. I believe they booked us on the wrong flight especially and I think they should cover our three shuttle fares as a minimum.

Traveller names are Baylie Powell, Constance Skillern, Lara Anderson.

Please respond to [protected]@btinternet.com or [protected].

Are you able to help?

Thanks.

Hello, my booking ref. is PDPFLU. Before I chose a flight, I was searching for morning flight. When I found it, I booked it. Couple weeks ago I received email saying my flight was postponed. I did not agree so I wrote immedietlly back. Go to Gate wrote me they will contact me asap. I took them 2 weeks to respond me with so stupid answer that if I pay another fee thay might changed it. There is no result for another fee if it was change made by airline. But no one from airline company talks to me cause flight ticket was bought with go to gate. This requirement is non correct. I know it, I am lawyer. I expect respond asap. Carvanova Petra

On 2/7/2019 you emailed me and cancelled my outward flight to Canada which you said you would refund in full but I still had to use my homebound fight as it was not cancelled. 5 hours of frantic searching later and £960 I found two outbound flights. I have emailed you 20 times I have phoned you endlessly but you still have not refunded my £700 I think this is fraudulent as the mistake is yours and the more reviews I read about your company the more worried I am becoming

היי שלום אנחנו סגרנו כרטיסים דרככם לג'נבה עם טורקיש אירלינסס בטיסה עם מעבר באיסטנבול (שילמתי אצלכם עוד כסף שיהיה לפיצוי אם יהיה איחור בטיסות )

נתחיל עם זה שהיה עיכוב ביציאה של המטוס בישראל שיכול להיות שבגלל זה לא הספקנו

כשירדנו מהמטוס באיסטנבול כדי להמשיך לטיסה לג'נבה מיהרנו ללא רגע עיכוב וכשהגענו לטיסה אמרו לנו שזה כבר מאוחר למרות שהמטוס עדיין היה אבל סגרו דלתות
ושלחו אותנו לקבל כרטיס חדש לעוד 7 שעות
שמזה הפסדנו הרבה דברים שסגרנו בג'נבה לבוקר
אשמח לתשובה
קובי [protected]
[protected]@gmail.comHi Hello We have closed your way to Geneva with Turkish Airlines on a flight with Istanbul (I paid you more money to be compensated if it is late on flights)

Let's start with the fact that there was a delay in the departure of the aircraft in Israel which may be why we did not supply

When we got off the plane in Istanbul to continue our flight to Geneva, we hurried without delay and when we got to the flight we were told it was already late even though the plane was still but closed doors
And send us a new ticket for another 7 hours
That we lost a lot of things we closed in Geneva this morning
I will rejoice in repentance
Kobe+[protected]
[protected]@gmail.com
Departure: Thursday 25 July, 2019
From To Departure Arrival Flight Airline
Tel Aviv
Israel
Terminal T3
Istanbul Airport
Turkey
05:00
07:20
TK793
Turkish AirlinesTurkish Airlines
Istanbul Airport
Turkey
Geneva
Switzerland
Terminal 1
08:20
10:30
TK1917
Turkish AirlinesTurkish Airlines
Passengers
First name(s) Surname Age group Title Checked baggage allowance/Other
Michal rachel Mirsky Adult Mrs/Ms baggage allowed 20kg
Hand luggage included.
Yakov israel Mirsky Adult Mr baggage allowed 20kg
Hand luggage included.
Geneva - Tel Aviv
Booking No.: HDOAMB
Return: Wednesday 31 July, 2019
From To Departure Arrival Flight Airline
Geneva
Switzerland
Terminal 1
Istanbul Airport
Turkey
18:30
22:35
TK1920
Turkish AirlinesTurkish Airlines
Note that this is a flight with overnight stay. The overnight stay is at your own expense and is made in Istanbul.
Istanbul Airport
Turkey
Tel Aviv
Israel
Terminal T3
00:05
1 Aug
02:15
1 Aug
TK810
Turkish AirlinesTurkish Airlines
Passengers
First name(s) Surname Age group Title Checked baggage allowance/Other
Michal rachel Mirsky Adult Mrs/Ms baggage allowed 20kg
Hand luggage included.
Yakov israel Mirsky Adult Mr baggage allowed 20kg
Hand luggage included.
Payment Overview
Flight, Tel Aviv - Geneva - Tel Aviv ILS 2, 676.27
First name(s) Surname Age group Price Taxes & charges Total
Michal rachel Mirsky Adult ILS 375.13 ILS 963.00 ILS 1, 338.13
Yakov israel Mirsky Adult ILS 375.14 ILS 963.00 ILS 1, 338.14
Airhelp Plus Flight delay compensation
ILS 58.00
Check-in
Check-in - boarding card will be issued by e-mail three hours before departure at the latest.
ILS 70.00
Travel documents by post
ILS 39.00
MASTERCARD Credit
ILS 0.00
TOTAL ILS 2, 843.27
PAID
Gotogate International AB is shown on your bank statement as recipient of payment. 802USD
Passport and visa/transit visa

I called Go To Gate 3 times to change a flight from London Entebe to London Nairobi. they failed 3 times telling me there was an error with the system and I would have to contact the airline directly. I had spoken to the airline before I even contacted Go to gate and was informed I could make the changes, but only through my agent, go to gate! I was fobbed off three times with the same excuses and when I tried to point out that as they were the agent, they are the ones who communicate with the airlines...they hung up. Totally unhelpful. I did contact their airline directly, explained I had booked through Go To Gate, received sympathy and they resolved the problem in 10 minutes, thus wasting four hours on the phone to Go To Gate.

All numbers to contact gotogate are not in service. This is unacceptable when It says on my booking confirmation to contact this number for any changes to booking, but the number is out of service. So how to I try to make changes to booking? I want to change my booking to the flight the night before. Can you please advise me how I do this when numbers are not in service

I booked flights a below. I cancelled within 24 hours with Easy jet. They gave me full refund. Go to gate said it would cost me 45 pounds to cancel. They are trying to charge me 55 pounds for my son and I when the airline gave full refund. What do I do?

Paris - Venice
Booking No.: EXHV317
Departure: Thursday 01 August, 2019
From To Departure Arrival Flight Airline
Paris Orly
France
Venice Marco Polo
Italy
14:15
15:50
U24293
EasyjetEasyjet
Passengers
First name(s) Surname Age group Title Checked baggage allowance/Other
Rachael Louise Weir Adult Mrs/Ms No checked baggage.
Hand luggage included.
Kayle Robert Beattie Child (19 Jun 2007) Boy No checked baggage.
Hand luggage included.

I bought tickets to fly to israel with my teenage daughter. I have had a baby in the mean time and am trying to add her on to my booking and i keep phoning and am told i will get an email from them but it does not happen. The time is going by and am getting nervous and i tried to call the airline but they said the agent has to do it. Please please help us ! My name is Mrs Hannah Goldi Roth and my booking number is TME3T2. My order number is KW81RT. Waiting to hear from them asap. Thanks
my phone number is [protected] or [protected]

I booked flights through Gotogate and they are with thomas Cook. I have tried to book extras with thomas Cook as no baggage or seats or in flight meals. I am told by thomas Cook that they need an amendment to the order to start with the number 881 so that it can be done on their system. I have tried all weekend to get any sense out of customer services and basically they just want me to obtain these extras through themselves at double the price. Urgent assistance required

I called to regard about my refund after cancellation they advised me of the airline charge and when I received my refund they had deducted a service charge for themselves they where not helpfull at all and I don't think I would recommend them at all as at least a customer email or text to say that they will deduct money for their cancellation which is completely unfair and the fact that no one has informed me of this, I wouldn't want to be a customer who goes through continous stress trying to book flights with gotogate therefore I do not recommend them at all as a customer service group they really aren't doing their jobs.

Dear sir/madam,
Greetings!
Kindly we seeking for your kind support to solve this issue, We booked flight from Manila to Baghdad with Order number: KVR8O0, unfortunately, at manila airport the passengers were banned to travel to Iraq. we tried to refund money from Qatar Air ways but their response was :
"Kindly note that this request channel is only applicable for tickets purchased through qatarairways.com.
As your booking reference V7HJ34 was issued through a travel agent, please contact them directly as they will have access to your payment records".

** I called cutomercare before and they request for refund ticket and then on Sat 20-Jul-19 4:36 PM I received an email as following:
Dear Sir/Madam,

We have now processed your refund of 623, 94 USD.
The funds should reach your account within 3-5 business days.
Best Regards
Elias A
Gotogate

Although our booking was "2, 701" USD for 3 Passengers, so please we need explanation for the rest of refund money.
With Regards,

Booked direct flights for my self and my family. The returns flight was cancelled so unbelievably I was asked to pay extra to reschedule the flights. Only after I contacted the airline and got them to intervene did they agree to waiver the fees. However when they sent me the new itinerary the ommitted my luggage allowance that I paid over the odds for. I called and e-mailed numerous times without any help. Nobody on they're customer service has the authority to do anything. I am traveling tomorrow and I still have no luggage and no refund. I have never felt so frustrated dealing with any other company in all my life. Please avoid dealing with this company, save yourself the enormous stress that I have had dealing with them.

I booked a flight from Tokyo to Port-of-Spain, Trinidad and Tobago with this agent. After booking, the agent sent a confirmation email and then an e-ticket. Both indicated that there is a technical stop in Vancouver. A few days before the flight, I called the airline, Cathay Pacific to inquire if I need a transit Visa even though it's a technical stop. Their answer was yes, I needed one. I immediately called Gotogate with the information I got from Cathay Pacific. They adamantly told me that there is no stop in Vancouver and that I don't need to come off the plane for a technical stop even if there is one. Even though the ticket clearly shows a stop in Vancouver they kept denying that there is one and even went as far as saying when I initially booked it wasn't there and there must have been a change. This is not true. The flight is this Tuesday, July 23. I have been calling them repeatedly to ask to redirect my flight to which they kept saying there are no flights available. One agent suggested that I call the airline and find out if the have direct flights to JFK and then get back to him so he could make the change. I called the airline and they had several flights available for the same date. When I informed said agent of this, he told me that e wasn't seeing any avai flights on his end. After much probing, he then told me he would give the airline authorization to make the change for me which suggested to me that they just had to give the authorization to the airline and then I could now make changes directly with the airline. When I called back the airline and informed them of this, they told me that that was not possible. I have been looking ed to more than once by this agency and they refuse to help make an re bookings do that I could get on a flight to Trinidad. Getting a Canadian transit visa is impossible at this stage therefore it is up to the agent that I booked with to make necessary changes. It is very unfair that I should lose the money I've worked so hard for should I miss this flight. I think this agency should be shut down. They are misleading, give wrong information, lie and their customer service is deplorable. I hope you can investigate this matter.
Precious Mills-Fontillo

On May 8th, I made a booking for a ticket on 1/10/2019 from Cairo International airport to Dusseldorf, booking details are:
Name: Rola Freiga
e-mail: rola.[protected]@yahoo.com
Departure date: 1/10/2019
Tel: +[protected]
Ticket value: US$ 212.22
Kindly note that amount has been withdrawn from my account

To date I did not receive neither the ticket nor the booking reference or any details.

Kindly send me the ticket via e-mail.
Also, you can use the following e-mail as a backup: [protected]@intercareegypt.com

Appreciate your immediate action
Best regards
Rola Freiga

I booked my ticket with Gogate and paid £60 for my seating allocation. Few days later they changed my reservation and now they said they not responsible for money i paid previously and i have to another payment £60 payment for seat allocation. I mentined i already paid this amount and why your company asking me to pay it again. I talked to the Air Line and they confirmed they not recived any payment for seating allocation and i am wondering where's my money gone. Customer service is very rude and they not listing to the customers at all and i have to speak to three different support people to explaing the situvation.

Received a message about flight changes made by airline and got an offer from gotogate that they can offer me flight with exactly same flight but 1 day later than i orgibally booked . I answered to the email and agreed with the changes but after that i havent get any messages from gotogate about my flights over 36h and they are not answering to any emails and their customer servise is a total scam was at the queque for 3hours and no one dont pick up the phone. Tryed to call again after 36h the same [censored] goes on.

So i need ASAP the flight information for my both bookings Gerli toikka OXKJO5 and Sandra sofia toikka OZNKRO

Becsuse we should fly in 3 days.

And filling at gotogate website the form gettind automatic answer that they try to get back to me in less than 24 before my orginal fligts and that not ok..

I need to have conformed tickets for the 14th july 2019 flights NOW,