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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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A
11:36 am EDT

GoToGate reservation duplicate name

We just bought flight ticket (qatar airways )from istanbul to manila for honeymoon .Somehow my name duplicated on passenger area and my wife 's name was appear on given order. Qatar airways told us we cannot change name and call your agency to change your name so I called customer care of gotogate (UK) and they kept me on hold twice which made 15 minutes in total and they told we cannot update your booking and offered to cancel as non refundable. Anyway we could not go to honeymoon and complaint to qatar airways . Guess what was answer of qatar airways gotogate is responsible for reservation.when i called again gotogate (Turkey ) they even could not provided solution about our issue and they offered to cancelation with cost 425$ per person which is over than our ticket prices.
When i asked customer support advisor even he did not share my booking details and said your passport number starts with an A. ..which was not correct
No solution provided by gotogate and qatar airways except costing for cancelation and new booking with 10.000TL

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3:37 am EDT
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GoToGate about my refund it’s been 3 months and 9 days ago I canceled my ticket and until now I didn’t yet get my refund there is no one can help us

About my refund it's been 3 months and 9 days ago I canceled my ticket and until now I didn't yet get my refund there is no one can help us
On 28 February I am traveling from Islamabad to ercan but problem happens that time between Pakistan and India then all airlines stops
So then my visa finish so I should cancel my flight if I don't have visa until now no refund nothing Gotogate.com is looking fake now I been using a lot that but now I know
PNR: JJSDEP

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9:04 am EDT
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GoToGate complaint to the management

Supersaver is a brand under the Etraveli Group, based in Sweden. Online customer feedback in their thousands demonstrate that this company's customer service is extremely poor and unresponsive, and they regularly withhold customer refunds as standard business practice amongst many other things.

You can complain to the CEO of Etraveli Group via email address: mathias dot Hedlund at etraveli dot com, the CFO is: henrik dot wetterdal at etraveli dot com, Head of sales is: andreas dot marquardt at etraveli dot com. You can also complain to the company owners at: gmartinlof at cvc dot com.

You can also complain to the Swedish Government agencies about this company, who are well aware of them, at: Annika dot stenberg at bolagsverket dot se, also: konsumentverket at konsumentverket dot se, and: Marcus dot Isgren at arn dot se. The Swedish Government Minister for Business can be reached at: Ibrahim dot Baylan at regeringskansliet dot se.

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5:57 am EDT

GoToGate flight

I have just booked a flight and need to cancel it. I have no received a booking reference nor an email confirmation and had to rebook my flight.

I am trying to get you over the phone … got on the phone with your company and
I am currently recording the conversation an sending it to my lawyer and online to report your fraudulent act of taking by bank account details and not delivering.

Thank you for calling me back asap [protected]

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5:16 pm EDT

GoToGate charges my credit card but they didn't forward the payment to the airline.

Purchased ticket online Booking # EERB3T- Narita to Manila, Order #KV8PMH, April 13 2019. When they arrived to narita the agent say that the purchased decline my family don't have choose to buy another ticket for the flight. But when I checked my bank statement they already charges me for the first online booking that I made. I try to email the customer services but they told me that I need to pay for cancellation fee $91.00CND each person. and until then no action and refund I get.
This kind of company should be CLOSE and they are FRAUD...

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7:52 am EDT

GoToGate refund not received even after 6 weeks

BJHWPC / 26Apr19 [eTrackNr:[protected]].
My round trip booked with the above reference number was cancelled due to the problem with Jet airways. GotoGate could not re-book flights for me even though I was flexible with my dates and offered to cancel and provide refund. Gotogate confirmed that the refund will be made in 3-4 weeks. However, even after 6 weeks now, there is no update. Gotogate have stopped responding to my emails.

Kindly assist in getting me a refund.

Thank you

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6:58 am EDT

GoToGate flight cancelation

I booked an iernal flight in Brazil on the GOTOGATE website . 2 weeks before the flight was due i finded out, by chance, that my flight has been cancelled. I phoned GOTOGATE that confirmed the cancellation and advised that a full refund would be due as soon as the airline advise them .

It has been 04 months and i have not received any refund

Booking number VZNGYI

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4:55 pm EDT
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GoToGate travel agent saying she's unable to name change on reservation, or make any changes to my reservation

Made a flight reservation today under my first name which is different from that on passport. Agent I spoke to completely ignorant and unable to make the name change or give me any information about it. Redirecting me to the flight operators to make the change. Phone flight operators who said unable to name change as would breach data protection, and that it's travel agency: GotoGate who need to make that change. Called again informing her what the flight operators have told me, only to be told same story: she cannot make any changes to my reservation. Asked about cancellations, and told same thing, she cannot make any changes. Did not give me info about cancellations or fees if I were to cancel, or the procedure to cancel booking. Asked to speak to manager, failed to pass me to one, asked about complaints procedure failed to provide info, asked what is her name, she put me on hold, and only after repeated requests told me her name. She kept saying she is trying to help me, I said : you are not, as you are not answering my questions. Have tried to call them repeated line engaged for a very long time, no response. Have written email requesting name change. Waiting for reply.

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Update by Mira100
Jun 06, 2019 3:12 pm EDT

booked flight with Gotogate, realised I need to change first name as it appears in the passport. Called travel agency to change first name on reservation, which is offered as an option on their website. Advised that she cannot make changes to my reservation as they are not authorised. Advised to call Thomas Cook the airline for this change. Thomas Cook said that it's the agency who makes that change as that would breach data protection. Called back and told same advisor of this, but she just repeated the same thing - she cannot make name changes. Wanted to cancel the flights but advisor made no attempt to do this and said she cannot makes changes. Eventually hung up as she was not helping me.
Called today to cancel, and this time got different advisor who said yes indeed I can cancel but there is a fee of 55 pounds for cancellation, and I may not get a refund at all as this will depend on the airline how much they refund me by. Only reason why I requested the cancellation was because they refused to do a name change, and for that I will be penalised, and had to rebook onto another flight, costing me double the money. Is Thomas Cook in cahots with this rubbish agency?
Told today I should be able to get refund in 2-8 weeks with a charge of up to 55 pounds for the privilege. However their email states that I may get nothing in refund as it depends on the airline how much they refund being an LCC !
This company are scammers and pirates their customer service is rubbish

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S
5:13 am EDT

GoToGate flight got cancelled but no response from gotogate and no help to provide me an alternative.

Flight company cancelled their flights and gotogate is not proving any alternatives. I contacted you to report the issue with my ticket 2 months back and it's not solved yet.

GotoGate should not exist as a business in the customer centric world. My calls to your call centre is placed in queue for more than an hour and no response. Have been mailing to your customer more than 2 months and no response. Now when I try to reach your customer care, I am always connected to the wrong department although I entered the correct options.
If luckily i got connected then after listening to me for sometime funny enough then you start pretending like you don't hear me. seriously.

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3:46 am EDT

GoToGate my flight has been changed

It is impossible to speak to anyone as you are placed on hold and then after a certain amount of time it automatically cuts you off. I wanted to make a change to the flight i had booked - they wouldn't allow me too so i had to pay for another later flight which has now been changed to the exact same time as the one i booked originally! And now i cant speak to anyone about it. Awful. so stressful and a complete waste of money.

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11:27 pm EDT

GoToGate airline ticket

I was going to pay my monthly bills from my bank account. There appeared a charge I did not place... Jun 01, 2019 317866 chk preauth sig gotogate inc. Miami fl [protected] 317866 -534.37 316.16
I call the us phone number that goes to new york
+1 646 558 7089 (united states)
A foreign voice answers. I explain the problem. I am told to go to the online site and give them a copy of my bank account... Not doing that.
So now I am short money to pay my bills, and my debit card is frozen

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1:51 pm EDT
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GoToGate flight sale

I bought a flight Bologna-Brussels-Lisbon on the 9 May 2019. Gotogate charged twice for the same flight. I submitted a webform immediatelly and after some insistence they replied asking for my credit card statement, which I sent and clearly showa 2 purchases with the same amount to GoToGate. They have different dates because one was registered on the 9th May at 23.51 and the other at 00.05.
After this, Gotogate replied my request was sent to another department and after that, no more feedback. I submitted more.complaint forms and even called them, spending 10€ telephone for nothing.
This was Gotogate mistake and they just remain somente, it's the worst travel service provider i ever used.

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11:51 am EDT

GoToGate a flight refund

I booked a flight with go to gate, booking number P4DKW2. The timing for this flight changed and so I requested a refund. I was emailed saying that this could take up to 4 weeks. 5 weeks have passed and I have not heard anything from them and when I contacted GoToGate they stated that it might take up to 8 weeks now.

They refused to let me speak to a supervisor or escalate my refund. I require the refund to make an new booking for a different flight.

I then wrote a formal complaint on their website, they responded saying that they would get back in touch with me on the 18th June. This is one week after the trip.

I would like a full refund as soon as possible please.

Thank you

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3:24 am EDT

GoToGate not refunding our money

This people is a scam. I booked them a flght last January. ANd the flight was delayed and cancelled but I really have to be in New Zealand that time. I called them and told about the scenario in the airport and ask for options. They said I can booked any ticket I and they will refund my money. until now they havent return it. I keep emailing them and calling but they just keep transferring me to other customer service and dropping the call. I just want my money back.

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6:15 am EDT

GoToGate cancelled flight

One of my flights booked through GoToGate was cancelled. The company didn't notify me - luckily I noticed this myself. I've emailed and had no response. I've called over ten times and been on hold for up to 2 and a half hours. The number they provide is a UK number and I live overseas so it is very expensive for me to call. Really frustrated and disappointed.

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11:16 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate no response for refund

We bought the round trip flight tickets for five people from Hong Kong to Casablanca with Gotogate on 22 Dec., 2018. We will set off received an email from Gotogate dated 12 May 2019 saying that "there is flights changes, if the new schedule is not suitable for you a full refund of the ticket is also possible (less credit card or internet bank fee)." We were informed to reply to their email within two days. Therefore I made the request to cancel the booking on 13 May 2019.

Since we got no reply, I sent the email to ask for them but in vain. I called the customer service twice, their staff told me they would transfer my call to another person, then my phone got cut off.

Then we received their another email saying that my original flights are again operating with the minor time change. But we have purchased the round trip flight tickets with other airline. Up till now we haven't yet received their response. We can't get our refund.

Our Booking number TKPTYY
Our Order number KSK4E6

Thanks & regards
Corrina

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2:12 pm EDT

GoToGate ordering my air tickets at gotogate

Hi to whom it'll concern!
My name is Aliaksandr Dasko.
On May 15 I did submit my order on the international flight LAX - MSQ ( Confirmation KW1YJB ) flight NIAGVS.
I did pay in full and based on approved transaction, I ordered my hotel and car at my final destination, did set up a business meetings at reserved business arena, provided info about it to all my customers.
The next day, I received a letter from your website that my reservation is cancelled and you'll reimburse the amount that I paid for my air tickets.
I was extremely disappointed with the service you provided. Who'll reimburse the inconvenience with all reservations that I've done based on confirmation letter from your website.
Please contact to me about compensation resolution of this inconvenience. Hope it could be done promptly to satisfy my customer rights.
Thank you in advance and hope to hear from you ASAP.
Here is my contact info : [protected]@yahoo.com
[protected]

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5:50 pm EDT

GoToGate name correction

The most disgraceful "travel" company I have used. Words cannot describe how horrific the service I have received. I booked a ticket to New York in January 2019 and there was a slight surname typo on the confirmation of the ticket. I have continuously called almost daily since then to ask to have the name amended. Initially they said there is nothing they can do and cannot provide a refund. I then called up Virgin Atlantic directly and they said they don't know what the big fuss is about, they do allow name changes for a fee but the agent has to do it as I booked via them. I then called up Go to gate and reiterated that they can make a change but will need an authorisation code from Virgin Atlantic which they need to request. The call centre staff are clueless and do not care about customer service whatsoever. I managed to speak to the "supervisor" and he said I will receive an email with the name change confirmation and a link for payment - this was 2 months ago. I have been calling the call centre almost daily in order to receive this email so I can make payment but all they give me is a flurry of excuses, "we will send it shortly", "you will receive the email in 2 days", "you will get it soon" The most recent one is "You will receive it in 4 hours - be patient". That was 4 days. I am due to fly out in one week and 4 1/2 months later I am in the same position. The call centre staff are the most rudiest people I've ever spoke to, it is obvious they don't care as they are thousands of miles away in India. It's got to the point now that when I call up after waiting for sometimes up to 60 mins on hold and give my reference number, they hang up on me. This is not a company, they are scammers. Stay well clear. I made a huge mistake by not researching the company before I purchased my ticket and now I'm suffering the consequences. Don't make the same mistake as me.

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B
Baining Liu
, US
Nov 07, 2019 9:59 am EST

Before I bring this company to the court

B
B
Baining Liu
, US
Nov 07, 2019 9:56 am EST

I'm at the same boat with you, they mis spelled the last name, also the phone # and cell #. I only want the last name changed. and I'm calling them every day for 3 weeks, so far, no progress at all.

Just wondering: did they eventually changed your name?

I want to talk to their general manager, and they should pay all the extra fees, because they made the mistakes, why should I pay?

Do you have their general manager's direct line phone #? - because I bring this company to the court..

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J
11:42 am EDT

GoToGate flight booking

I have attempted to book flights via skyscanner with gotogate on Thursday 9th May, the screen crashed or system during payment and no details were sent.
I've later received an email to ask me to continue with booking.

The amount of £577 was pending out of my account after speaking to 2 call operators they assured me it wouldn't be taken and refunded within 24 hrs.

The money has now been debited and no refund has been issued, I have made several calls and have got no where I would like I managers response with in 24 hrs.
I will then form a formal complaint to abta.

Julia Baxter
[protected]
[protected]@yahoo.com

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10:46 am EDT

GoToGate name correction

Hi, I truly hope this will help getting to get the attention from gotogate. We have been trying to get support from gotogate but so far not helping at all. Gotogate 24/7 phone line service is not real. I have called at least 10 times and waited for so long with no one picking up the phone (at least 2 hours at one time). Email contact is super slow and not very responsive.
We booked 4 tickets to japan from us - booking number is krt1cx. Found out there is a minor typo on my husband's name. Nguyen instead of nguyen. Thru email, gotogate informed that they cannot make correction and could only cancel the flight with no refund and rebook which could cost us $2000. I called singapore airline myself and they have told us what gotogate informed was not correct and should not have to cancel as they see its a minor typo. They informed us to have gotogate call them and ask for waiver to have name correction and its a simple process with no charges at all. Singapore airline also tried to do three-way conference call with gotogate but no one pick up the call.
I have email gotogate again letting them know what the airline told me and ask for support but still have not yet hear back from gotogate. The travel date is getting close and I am super worry and not sure what else to do since the communication with gotogate is so frustrating.
I truly hope this board can get gotogate to communicate with us soon. Greatly appreciate your help here.
Gotogate has our contact information and our email is [protected]@yahoo.com
Thank you,

Thi tran, california, us.

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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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