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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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M
1:16 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate e ticket not received by email

On line booking done on the 28/09/18 at 21.39hrs from Dubai the payment is acknowledge and received a message that the payment is deducted from the credit card .
Details of the booking :
Maria Rodrigues
Email : [protected]@medcarehospital .com
Flight details : 18/09/18 Air India 23.40 hrs DXB to Mumbai
05/01/19 Air India Express 13.10hrs Mumbai to Dubai
Received an email from Gogate processing the order, once payment has been confirmed a confirmation e.mail will be received .

its almost more than an hour no email received .
If no email is received within 24hrs will inform the bank to revert the payment

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1:47 am EDT
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GoToGate no data for my book flight booking id : afmqba

Dear Sir
Why should I refund my mail clear repayment of my mail, how much will a refund be received, because I have tried all the option of cancellation, I did not get any response, I also called the Athias Airways, the feet they spoke, my book, AFMQBA, The feet do not say that you do not book the tickets, you have only been contacted by your agent, no contact no one connected to the foot agent, please my grandmother I have multi-prong tension, I can get my pants refunded by
Please and let me clear, please
Thanks
Regards

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GoToGate
,
Sep 27, 2018 7:40 am EDT

Hi,

what we understand from your comment above is that you wish to have a refund for your booking with reference KQS6VV. We ask you to contact our customer service for further assistance.

Gotogate

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B
4:49 pm EDT

GoToGate credit card charges without booking confirmation

I made a payment for two round trip flight tickets from Seattle WA to Chiang Mai Thailand for $1, 875.82
Nov. 18th to Dec. 4th 2018

The money was immediately taken out from my bank account and is now pending on delivery.

The website said there was an error and did not complete the payment order. so we never received the ticket confirmation but the money was still sent.

We want a refund and to cancel the flights entirely.

My contact information is:
[protected]@yahoo.com
[protected]

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3:36 pm EDT

GoToGate refused check in

Dear sirs,

My name is Dinu Gutu and I bought through you a ticket for my son Artiom Gutu From Iasi Romania to Paris Beauvais for the flight from 24/08/2018. Booking reference nr is QAU6QJ. As I bought the ticket through Gotogate I decided to involve also you in solving my case as all telephone discussions with the Blue Air company failed and I did not understood why they refused check in of my son as well as they informed me they will not refund me anything. Please find attached last chance letter to solve this matter in an amiable way as well as my desirable amiable resolution of my complaint and the requested amount, including attachements with evedince. If more evidence will be needed I am ready to provide.

Claim letter

8 Dunkley str
Whitmore Reans
Wolverhampton
West Midlands
WV1 4AN, UK
Tel: +44 (0)[protected]
Email: dinu.[protected]@gmail.com

07/09/2018
To: Blue Air company, Legal Department, Customer Service Department
Copy to: Gotogate

Dear sirs,
By this letter I will try the last time to solve amiable my issue with your company.
My name is Dinu Gutu and I am the father of Artiom Gutu, born 07/10/2002, who is the passenger to whom your company refused check in at the desk in Iasi Airport (Romania). I bought him a ticket through agent GotoGate (attached please find confirmation, order number and booking reference, 4pages). My son was supposed to fly from Iasi airport to Paris (Beauvais) airport on Friday 24 of August 2018, departure at 14:00, arrival in France 16:15, flight nr: 0B6805 operated by your company - Blue Air.
Me as well as my son have double citizenship and are citizens of Republic of Moldova and Romania. A couple of years ago we decide to reside and now we are living in Wolverhampton, UK, where I am working and he is a student at Moreton School.
As my son is a student, the only time for holiday and visiting grand parents who live in Republic of Moldova are summer holidays, namely month of August. We decided that he will visit them for 3 weeks beginning of August and last 10 days of that month I will book also my holiday and we planned to spend our holiday in France, 2 days in Paris DisnayLand and 7 days in Basque country (near Biarritz) thus I booked through AirBnB an apartment in the region, namely in Hendaye (holiday village). Attached you can see my booking from AirBnB. That's why I booked for him a flight to Paris where I planned to meet him while I was driving by car from UK (on the way).
Unfortunately, due to the fact Blue Air refused without any legal reason his check in, my son did not flight and our holiday was destroyed.
After almost one week of many telephone discussions with client service of the company, I understood that the only explanation they can provide me is to call Iasi Airport border police to ask as the employee of Blue Air responsible to do check in ask somebody to consult and was advised to refuse check in. As my son presented to cash in desk a perfectly valid, biometric passport issued by Republic of Moldova authorities (find attached copy of it), and being at the age of 15 he do not to be accompanied by an adult, I do not understand the reason he was refused check in as well as explanation of Blue Air that this is not their decision as well can not be accepted as border police is after check in desk and security control, but he did not reach them, as he was refused the check in. So logically I can not pretend something and have questions to Romanian border police as he even did not meet them technically and no official refusal from them he has.
As it is highly likely the employee of Blue Air made a mistake and un legally refused check in of my son, I have the reasons to think they oversold tickets for this flight and they were look for any kind of reason to refuse his check in, thus refusing the boarding.
As this actions of Blue Air produced for me and my son huge financial consequences as well as destroyed our holiday for this year, I would like a reparation of these and specifically:
Full refund of the ticket Iasi - Paris in the amount of 131 GBP
Full refund of the travel expenses Iasi - Chisinau - 25 GBP (due to check in refusal, he need to travel back to Republic of Moldova)
Refund of the difference between new ticket and the old Blue Air ticket - 90 GBP (as he was refused check in I had to buy him a new ticket and the best/cheapest option at that moment was Chisinau - Barselona at the price of 220 GBP)
Full refund of hotels in Marne la Valle (near DisnayLand) and Tours (on the way to Hendaye) - 82 GBP
Full refund of the travel cost from Hendaye to Barcelona return - 151 GBP (I had to drive from Hendaye to Barcelona to pick him up. This is about 1100 km return. There are tolls. Spend also more than 14 hours to drive in including night time)
Full refund of the booked accommodation in Hendaye - 418 GBP (as holiday was destroyed and he did not use it)
Total claim for refund - 897 GBP
I kindly ask you the last time to solve this issue in an amiable way, giving you 2 weeks to arrange payment of the clamed refund in the amount of 897 GBP into my personal account:
Account name/holder: Dinu Gutu
IBAN: GB39LOYD30998384509568
SWIFT: LOYDGB21114
Bank: Lloyds Bank
For local transfers (UK only) please use:
Account nr: [protected]
Sort code: 30-99-83

In the case you will not transfer this amount in 2 weeks time, I will be pushed to address this issue to a competent Court and you will enquiry more costs related to solicitor and lawyer expenses as well as to moral damages due to time consumption and broken holiday (only chance for it in 2018).

Kind regards
Dinu Gutu

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1:33 pm EDT

GoToGate agent behaviour

On the 7th of September, I called at 16:40 to change my return flight, reference KQAG5G. The advisor I spoke to placed me on hold for over an hour before transferring me to a supervisor. I presume this was to try and make me drop the call and call back again. The supervisor I then spoke to placed me on hold and hung up. After 2 hours on the phone. I then called back and the agent I spoke to also refused to transfer me. Finally I was put into contact with Edison Thomas. Though unable to make the change, which I had been told I could do yesterday. He at least seemed to be competent, unlike the 3 previous agents I spoke to. A ridiculous service and terribly handled

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6:13 am EDT

GoToGate change of name

Respected Sir/Mam,
Greetings of the Day!
Booking No.: UL4LJJ (Mumbai-Rome)
Booking No.: WZWVTD (Rome-Mumbai)

Hereby requesting you to change my name in the ticket bookings from Mumbai-Rome and vice versa.

Actually I have booked my ticket in my maiden name: Steffi Thomas. I changed my name in the passport to my married name as Steffi Jerry Mammen as I was having issues with my visa processing.

Kindly consider my request, would be grateful if you could consider my request.

Thanking you,
Dr.Steffi Jerry Mammen

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2:22 am EDT

GoToGate customer service

Due to a confusing layout of the calendar on the site I accidentally booked a flight for Monday of this week to Tuesday of next month.

Within minutes of completing my booking, I realised my mistake and attempted to call them to rectify the error. However, their phone number for Australia does not work at all. It just says, "Welcome to WNS, please dial the extension number you require." I then attempted to fix it through Virgin Australia who was, fortunately, able to contact them through their American service center number. However, when I tried to fix my flights to Monday and Tuesday they told me they had no other flights available on that Tuesday after 12pm for Virgin.

With a quick search on the Virgin site I was able to find that the statement was clearly incorrect and there were plenty of later flights available. I ended up just cancelling my ticket and getting charged $75 for nothing.

Never using gotogate again.

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1:33 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate air ticket cancelled by gotogate

Booking number FRWASC
Order number KQJSKZ
this booking is CANCELLED BY GOTOGATE, Booking number FRWASC
Order number KQJSKZ
Describe your query as precisely as possible
this booking is CANCELLED BY GOTOGATE, without asking, informing us.
?if it was a BANK TRASACTION issue, BEFORE releasing the PNR, WE should have received an ALTERNATE PAYMENT OPTION - LINK with a time limit, how can 4 INTERNATIONAL - NON REFUNDABLE tickets with confirmed PNR, all details uploaded on airlines site, and amount deducted from our bank account be VOID by gotogate ?
and the amount credited /refunded back to our account after 3 working days !

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9:28 pm EDT
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GoToGate ticket booking

I was trying to book tickets to Sydney on 2nd Sept, 2018 at around 12:00 PM for 28th Sept 6 AM through gotogate.

After the tickets are booked, i got the booking for 28th Sept 9 PM.

I, clearly remember I have selected 6 AM flight. They just noticed once about the price rise but no info regarding the change of timings.

When I am trying to contact them, they are not reachable.

Have anyone faced this issue?

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Michael Chirlin
, AU
Sep 02, 2018 2:46 am EDT

I was also unable to contact them, however, a Virgin Australia representative was. I think they contacted the American contact center number (probably ends up at the place).

+[protected]

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6:58 pm EDT
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GoToGate very poor communications. I cancelled a booking and never received my refund.

I booked a flight ticket for 11 August, to China, through gotogate, which is a travel agancy in Sweden.

I cancelled booking 9 days prior to the departure (3 August) through email. There is no other method. There call centre just never gets picked up, no matter what.

I never received any reply from them. As soon as 11 August passed, they just kept on saying they cannot refund a booking after the departure date or they would say I should contact the airline directly.

I have everything on email, so I can send it to you if you'd like. There is also no phone contact. I also tried communicating through facebook. Someone did respond saying that they would like to call me. I gave them my nr. In any case. I said I prefer email to have things on record. Who ever replied on Facebook said they tried to call me, although I had my phone with me the whole time and had no missed calls on my phone.

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3:30 pm EDT
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GoToGate don't buy the flexible ticket... its a scam!

Booking reference lamlx3
I purchased the "flexible ticket" for 67 pounds...
(it give you flexibility to change dates of flight only pay fair difference)

I wanted to change my return date from nov 17th to the 16th...

I called the agent told me the difference on the 2 tickets will be 640 pounds,
It was too much, so when I got home I went to westjet website (the airline I am flying with) I found the regular price for that day one way is 206 pounds,
I called again and another agent she told me the difference is 564 pounds,
So her difference is totally different from the first agent with 15 minutes difference on my calls...
But wait that is not the issue, I am paying basically a fair difference of 282 pounds/ticket while the price actually is 206 pounds!
I tried to get explanation on how the difference is way higher than the full price?
I wasnt given any reasonable explanation...
I asked for a refund of the 67 pounds for the flexi tickests or to be given a lesser difference than what is the regular price...
No help, I asked for a supervisor, no one in the floor!, the first available supervisor will come after 8 hours, I asked to be on hold, the agent put me on hold but she was coming back every 5 minutes to convince me to call back in 8 hours...

What a scam!

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11:03 am EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

GoToGate admin fee per person for refund request on flight cancelled by the airline

Order Number: KPHQEY
Booking Ref: O6QJ6R

I am outraged that gotogate thinks they have the right to charge me a fee of £15 per person to refund me for a flight that was cancelled by the airline whilst we were all sitting on board the flight waiting for it to take off.
The cancellation was on the airlines side not mine - why do gotogate think that I am the one that should pay the refund admin fee?
All I am asking for is my money back for a flight that never happened and caused me huge amount of time, grief, expense and missed holiday!
If there is an admin fee to be paid the airline should pay not the customer who has been inconvenienced! The only reason why I the customer am being charged is because they already hold my money and therefore it is easy for them to help themselves to as much of it as they would like - and I can do NOTHING about it!

I do not expect to be charged an admin fee for a refund on a flight that was cancelled on the day by the airline.
Just refund me the money that is due back to me please!

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GoToGate
,
Aug 31, 2018 2:43 am EDT

Hi,

We are sorry to hear what has happened in regards to your cancelled flight. We have had a closer look at your case are in a total agreement with you. It is unreasonable to charge a cancellation fee in this case, even if this is agreed to in our terms and conditions. We have therefore decided to waive the fee of 15 GBP per person. We have been in contact with our economy department who can confirm that we have received a total of 208.64 GBP refund for your outbound flight - which has been refunded back to the card used at the time of purchase today. Please allow your bank 2-3 days to handle this transaction.

Please note that some refunds will be registered in your account on the same exact date as when your booking was made.

Best regards,
Hanna
Customer Relations Department Gotogate

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O
10:53 am EDT

GoToGate non existent customer service.

Now been waiting for 1 hour and 12 minutes and giving up. My payment hasn't been processed by Gotogate yet and danger of loosing my ticket. Used Gotogate many times in the past. Always nervous about getting booking completed. This is now the very last time I use them and will gladly pay some £10 extra for a competent trusted website. My advise, stay away, the small savings is simply not worth the headache.

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3:39 am EDT
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GoToGate extra charges on ticket

hi, my name is Anisoara Schiopu. i bought a fly ticket on 13th august .
fly details :Booking No.
London - Iasi Z7GH6V
Order number KQB65E
Order date 13 Aug 2018
email ref no from customer service : [protected]
on the site show one price, but when i received the confirmation i realise that i was charged extra £58.01
price on the site was : £129.98 and i was charged £ £187.99
i have the picture because i send it to my husband to show him price .
-I spoke to someone at the customer service and told me there was an additional charge of about £ 58.01.
I would like to mention that, in addition to the purchase of the ticket, I have never seen the addition of this amount of money.
I say I was cheated by this amount of money.
i can be contacted by email : [protected]@yahoo.com
phone : [protected]

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8:47 pm EDT

GoToGate change name help!!

Hello my name is Amal Laghribi, my booking number is: RLTNWD. I will travel from Casablanca to Manchesteron the 16 August 2018. And for some reasons I can't travel. I want to change the name urgently for my daughter name, I don't have a plexible ticket but I booked with royal air maroc airlines... and I know they allow change of name with some additional cost. Please Go To Gate can you help me with this problem I will pay anything you want me to pay to fix the problem.
Thanks
Amal.

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2:51 am EDT

GoToGate change of name on ticket

Name Irina Rabinovich
E-mail [protected]@hit.ac.il
Telephone number [protected]
Booking number TGG4ZJ
Original departure date 12/09/2018
New departure date 12/08/2018
Describe your query as precisely as possible
Dear Sirs,
case number [protected]. I asked to change the first name on ticket.
I just spoke to the Airoflot representative in MOSCOW
tel +[protected]
She advised me that they AGREE that you change the name on the ticket to IRINA RABINOVICH instead of Alexander Rabinovich.
If THIS IS STILL IMPOSSIBLE FOR ANY REASON - PLEASE REBOOK THE TICKET ON MY NAME ON THE SAME FLIGHT
PLEASE LET MY KNOW THE COST, if there is any

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Update by Irina Rabinovich
Aug 07, 2018 2:52 am EDT

Name Irina Rabinovich
E-mail irener@hit.ac.il
Telephone number [protected]
Booking number TGG4ZJ
Original departure date 12/09/2018
New departure date 12/08/2018
Describe your query as precisely as possible
Dear Sirs,
case number [protected]. I asked to change the first name on ticket.
I just spoke to the Airoflot representative in MOSCOW
tel +[protected]
She advised me that they AGREE that you change the name on the ticket to IRINA RABINOVICH instead of Alexander Rabinovich.
If THIS IS STILL IMPOSSIBLE FOR ANY REASON - PLEASE REBOOK THE TICKET ON MY NAME ON THE SAME FLIGHT
PLEASE LET MY KNOW THE COST, if there is any

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8:47 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

GoToGate flight

A family member passed so we had to take an emergency flight. We had already bought tickets to leave and return at different dates so we tried to change them when we were returning. When we first purchased the tickets we didn't receive a confirmation email so when we went to change the tickets we didn't have a confirmation code to give. They tried looking up our names but there was no record that we had ever purchased the tickets. We had to purchase a whole other set of tickets to come back and when we returned we realized we had been charged for the tickets we couldn't find before.

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3:58 am EDT
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GoToGate flexible ticket rebooking instructions

Hi,

I am writing in regards to changing the outbound trip of my flexible ticket from Almaty to London Via Kiev as I can not locate the ' write to customer service' function on your website.

The original date of the departure is 12th of August at 05:00 with my booking number being BWBQMK and the flight number of PS538 and I would like to postpone this trip.

What are the required procedures to do so and could I get your email address, please.

Thank you

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Update by Hyunmok Wang
Aug 04, 2018 12:46 am EDT

could you guide me through email as I am abroad at the moment

Update by Hyunmok Wang
Aug 04, 2018 12:45 am EDT

Could you guide me through email?

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10:20 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
Replied
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GoToGate I made double booking/reservation.

Hi,

At first, I booked a flight going to Hongkong last Friday dated July 20, 2018 at 9:57 pm (Philippine time) and I received an error which says that "failed reservation" so all the while I was thinking that it did not really go through. For this reason, I did the same process and tried to book another flight unfortunately I received an error message again. However, I got text messages from your site that the 2 bookings were successful and I got charged on my credit card.
I just want you guys to cancel the second booking I made with a reservation number KPV4HQ...please cancel.
Nothing is wrong on my end. Attached herewith are the necessary documents that you need.

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Vanessa Hamon
, US
Aug 21, 2018 4:07 am EDT
Verified customer This comment was posted by a verified customer. Learn more

my booking details are Vanessa hamon A7bexy on the 31st July

V
V
Vanessa Hamon
, US
Aug 21, 2018 4:05 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Below is exactly what happened to me when booking a flight from Southampton to Manchester! I contacted straight away and tried to cancel without charges! this was the beginning of August and it still hasn't been sorted.
Im a single mum and cannot afford this problem. I feel payment was taken without my consent and feel like contacting the bank also.

( I booked a flight going to Hongkong last Friday dated July 20, 2018 at 9:57 pm (Philippine time) and I received an error which says that "failed reservation" so all the while I was thinking that it did not really go through. For this reason, I did the same process and tried to book another flight unfortunately I received an error message again. However, I got text messages from your site that the 2 bookings were successful and I got charged on my credit card. )

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3:12 pm EDT

GoToGate airline ticket price

Gotogate fleeces customers with a markup price. I have used gotogate for bookings previously. The booking from Johannesburg to George was a horrible experience. I ended up coughing 600 rands more than the airlines website(paid 3200 rands). When i contacted the call center, they gave me a stupid explanation of the concept of markup price. I would advise customers to never to use gotogate

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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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ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about GoToGate. Discuss the issues you have had with GoToGate and work with their customer service team to find a resolution.