GoToGate
reviews and complaints

I booked a round-trip flight for myself and three children flying out of Tokyo and landing in Guam months ago. On 22 November I got an email from them saying my return flight from Guam to Tokyo on 4 January 2022 has been canceled that I needed to contact them. Every email was very confusing, each email said my flight on the return has been canceled but also said it had been rescheduled but also said contact them for a refund. I went back-and-forth with them for seven days until this morning, 18 days before we are supposed to leave the country, I get an email that my entire round trip flight has been canceled. Identifier is LACBAF. I was supposed to be flying out on all Nippon Airways. Go to gate continues to blame the airline will not call me and I cannot get a hold of them on the phone. They also just stated in their last email that it would take longer than anticipated to get a refund from the airline for them to give me my thousands of dollars back that I paid for these round-trip tickets.

cancelled my flight for no reason, instead of trying to help me find an alternate flight, and charged me an 'administrative fee' and did not even process my refund. Told me to go on their website and make a brand new booking instead! their customer service is a joke
Phone service is completely unreliable, I got disconnected like 5 times and they never called back, had to wait in the queue every time and they completely refused to do anything of help.

i booked ticket on trz to kul unfortunately i cancelled by ticket i contact and informed to gotogate they cancel my ticket they said airline charge MYR274 and his handling Charge MYR 300 my ticket money is MYR 770 whats going on why they cut maximum money
Ticket reference no 6F4D9L
Gotogate is very big SCAM

Hello There,
I am tired of sending emails and making phone calls - prove see the attached files.
I have 4 tickets voucher with GOtoGate UK - order No L28HHQ - sofia mahe - original 29 July - 6 Aug 2020, i want to rebook the tickets for 3 aug - 11 Aug, same traveling people, same airline, same destination, I feel ike an idiot bcz the voucher for these days is not valid.I have spend more than 2 hrs on the phone, 6 or 7 emails confirming and still I can't reebook.Please send me the LINK i can rebook the tickets or a form I want to cancel them and get my money BACK - around 1600 euros!I have called the numbers in the photo im sending!
Please lets solve the problem, i will

thanks in advance.
Neli Dau

I bought round trips to Nicaragua during summer with Gotogate - first of all, the price was WAY more than what it would be if you buy from actual airlines. I had to get it through them since the airlines had no more flights I needed. I did the Covid PCR test, got to the airport hours earlier to not leave anything to chance and the airline did not let me board - THEY SAID GOTOGATE HAD NOT "ACTIVATED" my name on the flight (what that means, months later I do not know). The airline Avianca told me that I should call Gotogate and see what's happening - so I called their customer serice (which is mainly in other countries) and spent HOURS waiting for someone to pick up. By then, I had missed my flight. When they picked up, they had no idea of what was going on and offered no help. Literally none. I have since called at least 20 times, asked for a refund, or even a simple explanation. Every time I called, a different rep would give me a bulli[censored] reason just to say something because I would not let them off the phone without an answer. They said that it was 1 because I didn't do the PCR Covid test (BUT I DID! I showed them the email confirming and showing how they even confirmed that they had received my results), then they said it was for X reason. I debunked them again. Then Y reason. After a while they admitted to not knowing what happened BUT WOULD NOT REFUND ME. I had to call Chase and request a refund for scam - which Chase understood. I would even personally send proof of all of this for whoever on the internet wants to reach out to me to show you the situation if it means that Gotogate never gets another customer again. I now know other people that had other problems with them since I've been spreading the word about my awful experience. Stay away!

I have a booking with order LCPPRR which I want to cancel. I am calling international call to UK from Bahrain. Every time I call I am passed to different person/department and end up calling for 50+ minutes and have spent at least 100 GBP.
Two days before I explained the urgency and asked the person to respond on urgent basis. So far I havent received any email or information.
I request u to lookm into this on urgent basis and respond. My contact number is +[protected]
I am seriously thinking of never to book via Gotogate now if this is the way we are treated.

Uday S. Khairatkar

I booked a flight by Sri Lankan airlines for Dubai from Chennai via Colombo using Gotogate for 17 th November. I was later informed by the Srilankan airlines that Indians are not allowed to travel to Dubai via Colombo due to some agreement due to COVID 19. Therefore I requested gotogate for a full refund for which they have been constantly neglecting to provide a proper solution. Each and every call with the customer care agent is a headache where each person says a totally different story. I however did manage to talk to Srilankan airlines and got a positive reply from them stating that a full refund is possible for booking W2NM29, however the gotogate has been constantly avoiding my calls and only seeking a way to end the call rather than to provide a solution. It has been more than 10-15 days and I am still following on the same with the Srilankan airlines and gotogate. There is only 2 more days and they are no where near to providing me with a full refund. I sincerely regret using gotogate and would never recommend it to anyone in the future. They have a horrible customer service and have no respect for their customers and zero respect for their time and hard earned money. Even after the Srilankan airlines have accepted to provide a full refund they do not want to proceed with the same.

Confirmation order no. LE481S, booking ref. WAKZTM, WARUO8.

I was rejected by emirates airlines check - in counter due to my connections to singapore and Kuala Lumpur was not accepted in their system.

I would like to ask you to rebook my ticket or refund the price.

I will appreciate your quick response.

Rossana S. Salum
Email [protected]@yahoo.com
Mob.[protected]

Dear Gotogate, my registered email is [protected]@gmail.com, i have booked flight for CCJ to SHJ for 26th oct-2021 booked on 23rd Oct-2021, i have not received any tickets but amount has been deducted from my accounts, could you please refund my amount as soon as possible

The issue that I have experienced was: Flight from Cochin to Vancouver, CA booked for my wife NEETHI SATISHon 24th April 2021 was cancelled by Airlines due to the travel restrictions imposed by Canada Govt. After continues follow up with AirInda, they have refunded full amount (INR 126000+) to gotogate and sent an email confirmation to me on 22 Aug, 2021.
I informed the same to gotogate customer care associate and they are still saying the amount is not received from AirIndia. When I check their portal also, it shows wrong information that the amount is still pending with AirIndia. I called them so many times and still they are not refunding the amount.
Their customer care associates are not providing their India office address also for sending a postal complaint to them. I suspect it is a scam since they asking to wait everytime I call their customer care number . Please do the needful.

It occurred on: 24/04/2021

This meant that Since I paid a huge amount for this ticket using my credit card and I have paid a huge amount as interest for last 6 months.

Since the full amount was refunded by airline to gotogate, I want you to pay the full refund to my account at the earliest with interest in the delayed period for the financial and mental agony I suffered.

I booked a flight ticket through your portal order number LBQ5LA. which cancelled on a next day.

Details are below for your reference

BHATIA / VAASU MR

Ticket

[protected] *

Cancellation acknowledgement

Lufthansa booking code:
OT774S

Now i tried for the refund request, but unable to get your email id and wrong number is available on your site as a indian contact.

Kindly help me to share email where i put a request for refund.

Thanks

Dear Sir/Madam,

I have tried to look up the status of my refund on your website but it is not finding the Booking number. My email address is [protected]@me.com. The booking reference is KHERPO. The eTrackNr is [protected]. I have sent an email to which the company replied in Spanish in a few minutes. The reply basically says that more than six days since I contacted you and considers the consultation complete. This is insane.
My email was asking about the status of my refund since months have now passed and a friend who booked the exact same trip from another company has received the refund.
Since I cannot find the booking number on your website, my only option is to contact you. Two photos 1. My letter to the company, and 2. The company's reply saying that I am being ignored, are attached.

Rosanne Zammit

Flight dated July 2020 was cancelled by airline due to COVID and still not refunded! Its been over 14 months and still not refunded!

Hello!

In February 2020 I purchased a plane ticket from Copenhagen-Faroe Islands and return, flight operated by SAS airline. I bought the ticket through the intermediate company Gotogate.

Due to the pandemic, my flight has been canceled. I had to call customer services to apply for a refund. A few months later, on 26th of November 2020, I've received the refund but only for one of the flights (Copenhagen - Faroe Islands).

I called again and the operator told me that I should've applied for a separate refund for the return flight. So I did that then (last year). I've got some updates ever since, and the last one was on the 25th of February 2021, telling me that SAS has approved my refund.

But since then, Gotogate did not send me any refund. I wrote them constantly, but they keep saying that it takes more time than normal due to the pandemic situation. I think that from February until now, it's beyond any excuse for a delay.

Please help me solve this! Gotogate is scamming a lot of people and it is not fair.

Thank you!
Bianca

In this post I am tagging

Gotogate Gotogate Gotogate.ru Gotogate is a Scam
&
Air canada Air Canada Air Canada Vacations AirCanada

for their pathetic service. In the past few months I had written several mails to them and even called at there customer care number.

We had booked AIR CANADA flights from London to Vancouver via GOTOGATE. When we reached uk, the Canadian government closed it's border for tourist due to covid. There were total 5 passangers. Later on My mother-in-law was able to take the flight because she was a Canadian citizen. Rest 4 tickets were not used since we couldn't travel on tourist visas. We immediately contacted gotogate team & air canada.

Gotogate team told us over the phone that our ticket have been converted to open tickets. Now after waiting for several months we have requested for a refund but gotogate team said that we have to contact air Canada for a refunds.

When we called Air Canada team they told us to contact gotogate for refunds and they cannot do anything.

During this pandemic everyone is suffering a lot, wheather it's physical, mental or financial issues. As human we should not complicat3 things further for others. We want our money to be refunded or vouchers to be issued. We are just writting mails and calling the customer care number but no action has been taken. It's pathetic. Air Canada told us that they can't help. Gotogate team is so confused that they are not replying & when they do, they don't check there records and told us that the refund has been issued but we received a refund for the gulf airways flight from Delhi to London but what about our uk to canada flight? There were 4 unused tickets.

Shameless and pathetic response.

Order no. L4I4B4

Order date 16-07-2020

I was due to board a flight on 2 September 2021 from London to Shanghai (transiting at Bahrain, Male and Colombo) which I bought through Gotogate (UK) on 24th August 2021. The cost of the ticket was £1497.71. This ticket was sold as a flexible ticket which could be cancelled and refunded.
On the night before I was due to fly out, I found out I'd be unable to board the flight. The reason for this is that China has very strict entry regulations. In order to be able to board the plane, you have to get a "green health code, " which is a QR code obtained by filling out a form on the embassy website, which comprises vaccination, COVID tests, and flight schedule information. I didn't receive the rejection until 10.30 that night. The reason my application was rejected was that a journey is only allowed to have one transit point (which wasn't indicated on the Chinese embassy website anywhere - another story).
This was within 24 hours of boarding (my flight was to depart at 10.00 on 2 September). There is no way I could have known I couldn't board the flight in advance.
I looked at Gotogate's extremely user-unfriendly website, which has no easy way of getting contact emails, and you are forced to call the contact centre. I found the contact centre number after wading through some irrelevant FAQs. There was information on the refund process but not complete information. I then called the contact centre, and was on hold for about an hour and 20 minutes before I gave up. The following day i called them again and was told that because I was a "no show" I wouldn't be able to get a refund. I explained my situation and they didn't concede. I called four times, and with the exception of the last call which miraculously connected almost immediately, the waiting time was between 45 minutes and an hour on average. I'd like to say at this point that all the call centre staff were polite and helpful. It's not their fault they work for a terrible borderline scam company.
I then called again, and was told I would be able to get a refund (less admin fees) if I obtained an "authorisation remark" from the two airlines concerned (Gulf Air and Sri Lankan). I duly did this (I'm attaching copies of the emails). They said they wouldn't be able to, and that I should contact gotogate again. I was sent back and forth between the airlines and gotogate several times in this way. It seemed I was given different advice each time, which gave me slight hope I might eventually be able to get at least a partial refund.

The ticket is sold as flexible. It should be made clear that means up to the point of boarding. I had a very valid reason for not being able to board the flight - the situation was out of my control. It's extremely obvious that the company has no intention of refunding the ticket, and is sending me in circles in the hope that I give up eventually.

Sadly for them that will not be the case, I'm not well-off enough to just disregard over £1400, not to mention the time wasted, and inconvenience of waiting on hold. I also contacted the airlines concerned over the phone.

I'm attaching the emails I sent, and the original itinerary.
I hope this can be resolved. If not, I will be contacting the relevant aviation/travel agency ombudsman.

Thanks in advance,
Kind Regards
Alice Roberts

BOOKING L6XZUK
e mail address [protected]@gmail.com

I used GoToGate to book flights from London to Egypt and from Egypt Hugarda to Bristol.

The flights to Egypt were with Atalia airway and have been cancelled.

I have received my refund however i have received no breakdown of what the refund comprises of and the refund was much less than i thought it would be.

I rang on 29.9.21 and after a short time I was speaking to a member of your team.
I was asking for a breakdown of what my refund comprised of.

I was talking to someone and he could not seem to answer my question so heput me on hold which i have now been on for 1 and a half hours.

I have received a refund for the Alitalia flight of £867.

I am making an insurance claim and to do this i need a breakdown of
Flights price from London to Cairo
Baggage price from London to Cairo
Flight Price rom Huggadah to Bristol
Baggage price from Huggadah to Bristol

The person on the phone seemed unable to give me this information which I am struggling to understand why.

The airline cancelled the flights so I am struggling to see why we should be out of pocket hence why i am making a claim.

I am furious at the fact that the person who spoke to me just put me on hold as he could not answer my question.

Surely you have a breakdown of what ahs been charged to your customers. The breakdown you send us is not detailed enough and does not give us the breakdown of the flights for each leg of our journey or what the baggage payment was for each part of the Journey.

I have never used Gotogate before and i really do not think i will use you again as this process has been very stressful.

I have now been on hold for an hour and a half and will now have to hang up. Please can i have a reply to my question and an explanation to this appalling customer service. And please do not blame COVID

On 09/03/2020 I purchased 4 tickets through Gotogate from TAP portugal for early June 2020. (Booking L3O44L) Because of the pandemic, the flight was cancelled in April, so I had to apply for a refund (05/05/2020). After this I was waiting and have written a lot of emails to Gotogate, but also to TAP portugal too. The airline couldn't do anything as I haven't booked through them, so I had to rely on Gotogate. After 1.5 years I received an email that my refund has been accepted by the airline and will receive the refund soon. Today (23/09/2021) I received a new email about the amount I will receive and it is around 25% of the original value. (Paid £489.97 - refund £122.12). I check the terms and conditions, understand they have a handling fee of £30 per booking, which means I must receive a refund value of £459.97 at least.

On January 15th 2020 I purchased air tickets from GoToGate, for Tel Aviv on October 4th to Thessaloniki and return on October 8th 2020.
Order number: L2C86T
Booking references Flight: MCNLVQ - (Tel Aviv - Thessaloniki)
Booking references Flight: NDQI4I - (Thessaloniki - Tel Aviv)
eTrackNr: [protected] and [protected]

On March 16th 2020, GoToGate updated me by email about changes due to COVID-19 and asked me to read the updated information on their website.
On September 3rd 2020 I filled GoToGate website form to rebooking my tickets to September 2021 with 2 options, for the same period on GoToGate decision.
On September 4th 2020 GoToGate notified me by email that rebooking can be done for a fly to one way only - booking number NDQI4I.
I replied to the received email on the same day and asked to explain GoToGate's proposal, but an answer has been didn't receive.
On September 6th 2020 GoToGate sent me the standard email with a suggestion to replace my tickets with one of the following: rebooking, credit voucher, or refund.
Over the next two weeks, unsuccessfully over the phone, I tried to convince GoToGate to rebook both of my reservation numbers: NDQI4I and MCNLVQ.
On September 24th and 27th 2020 I asked to replace my tickets by credit voucher.
Later by phone, on September 27, the GoToGate agent explained that the credit voucher could be valid for a maximum of 3 months.
For mentioned above reason I agreed to use the last option - to get the Refund.
Each 1st and 15th of each month until February 15th GoToGate updated me about a "progress" of my Refund.

Since February 15th 2021, every time I made a phone call, the GoToGate agents explained that they were still waiting for the airline's payment (last time "Israir"),
therefore they couldn't help me with a refund at this time.

I booked a flight from Milan to Tel Aviv on 12/09/2021, the flight has been postponed by the airline in 6 hours and I asked for refund. Ryanair refund and gotogate got it. however, it is more than month and half and the didn't refund my account. I already called customer service few times, and they promised I will be refunded. this still didn't happened.