GoToGate
Reviews and Complaints

Dear Sir,

Referring to the subject matter above, I would like to seek help from your kind office to assist me on this matter.

On 28th March 2022 at 1.00am (Malaysian timing) I was trying to make a roundtrip booking Kul-Perth via MyTrip from SkyScanner.com. The several attempts made was unsuccessful as the browser kept getting processing error on the webpage (Please refer to "Exhibit A"). Then at 1.15am on the same day I received an email detailing that "The requested URL was rejected. Please consult with your administrator." (Please refer “Exhibit B”). I triple-checked and there was still no confirmation nor travel documents sent to me. As a result of the rejection request email, I was led to believe that no bookings were confirmed.

Due to the non-confirmation at 9.45am on the same day I proceeded to make another attempt to book the same travel itinerary via Gotogate.com of which by 9.48am a confirmation email and travel documents were sent immediately after. (Booking number : LJPT33)

To double confirm, I called my bank and was quickly alerted that my card was charged twice for the same amount. Upon checking, there are two successful floating charges to my card and the bank informed me that I need to discuss this with the 3rd party website and have one transaction to be reversed as soonest. I have also reached out to both Scoot and Malindo Airlines and they are adamant for me to settle with the third party website as the bookings were not done directly at their website.

The disadvantage was instantly apparent due to the double charges and double booking issues. I managed to speak to several of your customer service agents (Mr, Prathan, Ms Roshini) At 12.31pm, Ms. Roshini from your good office sent me the travel documents for the 1st booking after hearing my issue (which was initially deemed unsuccessful) and directed me to Mr. Abishek regarding the request for reversal of charges for the technical glitch of the double booking. I was advised to explain the dire situation in detail for the investigation to proceed.

In light of my current financial predicament, please look into the matter and I plead for this whole reversal of charges application to be completed as soonest and I believe that your team will assist me at best to avoid a similar experience of indeliberate double bookings made by these two previous customers due to technical glitch (https://www.complaintsboard.com/gotogate-i-made-double-booking-reservation-c1028152). Please let me know if there is anything that I can assist on my side to expedite the investigation results.

I am reiterating my position in having one booking to be reversed immediately and for another booking to be maintained as I will still proceed with one of the bookings from KL-Perth via Scoot (28/04/2022) and Malindo (06/05/2022)

For ease of reference, I have summarised the whole incident in the timeline below:

On 28th March 2022:

(1) At 1.00am attempted to book but there were processing errors on web page. (Please refer “Exhibit A”)

(2) At 1.15am, received email detailing "The requested URL was rejected. Please consult with your administrator." (Please refer “Exhibit B”). No travel documents or confirmation email received.

(3) At 9.45am attempt to book the same flight itinerary via GoToGate was successful

(4) At 9.48am travel documents and email were received instantly (Please refer "Exhibit C")

(5) At 10am called bank to double confirm and was informed that both transactions went through and floating

(6) At 11.16am-1pm spoke to few customers service person in charged and was advised to send email for further investigation

I hope to hear from your team soon and I can be contacted via +[protected]. Thank you in advance for your help.

--

Regards,

Naim Azizi

We bought flexible tickets trough Go to Gate and when we needed to change the date, we had the bad surprise of finding out that the flexible ticket fee that we paid was for nothing. The flight company (that we called directly after GTG customer services operators were unable to change the flights or hang up on us) told us that they have no records of any flexi ticket fee paid for our tickets purchase. The airline ended up changing our tickets and we paid in full for that and than we received an offer from Go to Gate to change our tickets for the EXACT same amount as the airline did. So we paid the flexi ticket fee for NOTHING! That is a huge scam and we feel that we have been robbed.

I am reaching out, because I really need your help,

I am international student studying in uk, with a syrian nationality, I am not a refugee here in uk, I am international student, I have a student visa, I am doing master degree

Please I am looking for your help,

I booked my flight to dubai through your company to travel to dubai, my mother in critical situation, I have to travel to dubai

My flight number is order no: li7oop

Booking number 2383tx

I was not aware that as syrian nationality, I have to get transit visa to travel through germany I have stop in german, my flight on 30 of march

I called german embassy in london they told me no sure to get the visa as syrian nationality,

To get the transit visa I need to book an appointment I have to wait until I go the appointment, and then wait other two weeks to get the passport just to make transit, and pay for the visa 80 pounds and pay for the carrier to get the passport back, and with this all payment not 100% sure to get the visa, this is what is the german embassy informed me

Please I want to cancel my ticket and get the refund, I am student I can pay again to buy other ticket and fly to dubai, please I need to go to my mother in dubai, please I need the money back

What happen is not in my hand, if in my hand I will travel as soon as possible

Please I want to cancel it and get the money back

I totally respect your term and condition but this is not in my hand

This is regarding visa issue as my nationality

Please looking for your help and support

Hi,

I have booked a return flight ticket on the 10th of March via Gotogate from London to Algiers 13th March (British airways) to the 31st of March (Aliatalia). I paid additional fees for a 23kg baggage. The 11th of March I received an email that due to a technical issue, my baggage has been canceled but I can buy it from the desk at the airport during my check-in. I received also an email from British airways mentioning that I can my baggage at the airport with the list of price ayt the airport but there was prices listed for an online option.

On the 13th when I arrived to the check-in desk, I asked a memeber of BA staff about the baggage and he said that I need to wait in the queue. An hour later, when I arrived to the agent on the desk, he refused to sell a baggage and asked me to abandon my baggage at thye airport if I want to travel but for security reason I did not accept to abandon my baggage as it can cause me a lot of troubles with the airport security. The second option was to reschedule me. After 20mn of checking for another option my partner came back to take my baggage and I asked to take the flight without my baggage (which was a small baggage 16kg), the lady said the flight has closed now and that there was option to reschedule my flight.

Since the 13th of March, I am trying to get a flight or my money back but Gotogate does not want to do anything. When I call, I wait for 1 hour and then they just say that they have escalated my case but when I call British Airways they say that they did not hear from Gotogate at all.

Could you please help me with that?

My name is Affaf aliouat and my reference booking is LIVJ5F

I can give you more details if needed.

Many thanks

Dear Sir / Madam,

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

The issue that I have experienced was: my flight was cancelled by them and yet i did not receive my refund its been well over more than 6 months, it was last year i booked and now they dont even answer my call.

It occurred on: 10/11/2021

This meant that i dont have enough money to book a another flight to religious pilgramiage, i would like them to provide compensation for my hotel cost as i cannot go because of them

i would like them issue my refund and compensate me for my hotel cost because of them i cant afford to book a another flight

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.

Yours faithfully,

marjan alam shahid

Booking Reference 06G3B*

30 Clegg Street,

Haslingden Rossendale

bb45lw

My flight got canceled due to COVID, and I never received any refund for my 2 tickets I called many times customer services and everytime it's the same answer ''please wait'' or even they don't reply particularly +[protected]( worst gotogate customer line ''DONT CALL THIS NUMBER'', they dont picked up the phone call or they cut off the call without answering). Today 17th of March 2022 I called the airline company and they tell me that the refund has been sent to Gotogate 1 week ago. I called them again (gotogate) and they told that they didn't receive anything from the airline compagny.

My booking # LDRN81

My flight got canceled due to COVID, and I never received any refund of $2,001 USD. I called and emailed customer services so many times and received ZERO replies. The phone number for customer service is also a scam. No one picked up the phone call. I called the airline, and my ticket is not been found. This site is totally a scam! BE AWARE.

Do not book through this site

Gotogate / Gotogate International AB, Box 1340, SE-751 43 Uppsala, Sweden. Corp. ID no. [protected], VAT no. SE556538126501

Hi ,

I book a flight to Paris from Gotheburg(14th feb) via gotogate as well returns also (17th feb) I even canceled the flight 6 th February both and wait for a refund I even get a mail for cancellation details also the same time try to call there customer service more than 50 times not even anyone pick call even send mail finally after the date pass came a mail that we are not able via cancellation via mail you must make a call to cancel but not even pick the call how I cancel and this much big company why don’t have a proper system via mail to cancel totally disappointing everything attaching the mail that I send cancellation as well call history and even I pay refund for during the booking and call history

Came mail saying that need to call after 20 th February send cancellation request on 7th February as well call history kindly check called more than 50 times not even pick anyone

I've bought passages from Rio to Orlando with Gotogate, but we couldn't travel because my son tested positive for COVID. We have contacted Copa Airlines, and they converted the first trip, Rio to Orlando, in credits. When I reached Azul Airlines, responsible for the return trip (Orlando to Rio), they asked me to contact Gotogate, because they couldn't change a ticket bought from a travel agency.

I want to change the data of our trip to december, or convert all in credits, but your customer service does not answer. I've waited for half an hour in your line!

If we can solve this by email it will be great, cause I'm in Brazil and the return flight will be on Sunday, March 6th.

Regards,

Gustavo Santos

I brought a trip on 5/21for Avianca airlines, to travel from New York to El Salvador for 6 people. However, we couldnt make it so I called Avianca they gave me a credit with a conf #, they stated that when I'm ready to rebook I will have to contact Gotogate. Well, I have been trying for over a month to contact them. Phone numbers dont work, there is no option to write to them. I want to rebook before I loose the credit.

Hello,

My name is Tom Rosenberg.

I have bought a flexible ticket from Gotogate.

Planned from Israel to Peru, and back.

I want to delay my flight back ticket which is in 10 days from today (March 7th).

When trying to reach the customer service, after 1.5h of wait, someone answered answering very sketchy answers. It felt like his purpose was to get me off of changing the ticket. He said that I need to call the company of the flight ticket (which are two different because there’s a connection), and he explained that on my way to Peru I missed a connection flight which doesn’t have any sense because I want to delay my return flight. Then we told me to hold and a few minutes after he started checking optional tickets to change my return flight. Then, he asked me to pay the full price of the new ticket. That is literally what I purchased a flexible ticket for. I payed more for THAT. He just didn’t react sensibly to what I was asking. That was yesterday. I asked for time to think about itC as for me it’s a large amount of money and I don’t have much with me, in Peru.

Today, I called again, waiting 3 HOURS having no answer, than at 3 hours the call got shut down. Waiting again having no answer so far. Feels so sketchy, so untrusted.

Please help me with it. It will really help me to delay that ticket in a month or more.

Email of order: [protected]@gmail.com

Order number: LVFI3H

Hi,

I booked my tickets thru gotogate to travel to New York from Chennai. I have called and written several times to get my refund amount as the airlines cancelled my ticket in the last moment. I got a reply from you saying the airlines said that the refund is not possible.

You are the travel agent whom we have trusted to book our ticket. When we directly approached the airlines they said that you have to write to them for refund.

Being our travel agent please take some ownership and get my refund as there is no fault from my end.

I need a full refund of the ticket money. This is a case of pure fault from the airline where I was called the previous evening and informed that I cannot travel the next day and it is the airline who cancelled my ticket. Two hours before my travel the airlines asked me to come and told that I could travel which was not possible as I stay very far from the airport and cannot reach within the time, post which they cancelled my ticket and told that I can write for refund.

I am the passenger who is impacted at the end of day and faced tremendous difficulty due to this. I spent 52K INR to book tickets and due to no fault of mine, my reservation has been cancelled. I cannot be pushed around. Pls take ownership and get this sorted out.

I need the full refund of the ticket amount. I will write to the highest grievance redressal of the airline governing body if I fail to get a favoring response. I already have had lots of other personal difficulty due to delay in my travel as the airline cancelled my ticket in the last minute.

Hoping to get my full refund asap.

Prem.

dear sir

todays issued to ticket name of Hemant dadvani air india dubai to jaipur one way date 16.03.2022 your website

still waiting for ticket

please send ticket as soon as possible

my email id [protected]@gmail.com

I would like to file a serious complaint against, Gotogate. They should not operate in UAE. They have provided a package one way ticket DXB-KUL-MNL, everything was good and they even promoted a somewhat connection protected by our self-transfer guarantee but when I reached to DXB airport, on the date of the flight, Emirates Airline do not allow the ticket package as transit to KUL should be in the same airport terminal. In short, they have provided me with a useless transit ticket and in order to proceed with my flight, I had to book another transit ticket with an airline whose flight is within the same airport terminal.

I’m not only doing this for my case, I’m doing this because I do not want to see another victim of such scheme. They should not provide a ticket that is not even usable. We as a customer has paid the amount offered and deserves to at least get what we paid for and not a bogus ticket that can never be use.

This agency is so heartless. The experience is so stressful and inconvenient!

Poor customer service ! I've requested a refund in August 13th and I still haven't received my money yet. The customer service isn't helpful and when I contact them by email they don't answer properly and when I call them, I got wait at least 45 minutes. What a shame.

User's recommendation: AVOID GOTOGATE at all cost - the worst company ever.

Hi. I bought my ticket back in December 2019 for my flight to Charles de Gaulle on April 7 2020 and back to Manila on April 18 2020. It’s a round trip business class ticket. My ticket was cancelled because of mandatory closing of borders in the philippines to prevent the spread of covid-19. My flight was cancelled because of Mandatory Closing of Borders. So I did not cancel my flight I was still willing to flight that time. However, the airports were close and no one except for government official can really leave the country. I have been calling Gotogate regarding my $2000.00 refund. To may dismay, no help at all. Also, they kept saying it’s a no show status. But really the air port cancelled all flights that time. One more thing, Etihad refunded them my ticket while they didn’t refund me my ticket.

I tried to check-in my flight to Malaga,

I followed all the instructions and downloaded the go to gate app.

I was unable to retrieve boarding passes although check-in seem to go through,

I checked the Ryanair app and could not see my outgoing flight.

I was charged £55 check-in fee.

I would like a full reimbursement as I cannot be held liable for your systems.

Why was the flight not registered with Ryan air app.

I did all I and tried to contact the company,

Please refund £55.

Thank you

My flight got cancelled on 09 th jan 2022 by airlines, and till date we have not received our refund and Go to Gate is not giving any date. I am a student and took a student loan for higher studies, I have a very limited budget not Airlines are harrassing me.

Please help.

Details of flight are below.

Hi Lokmani,

Your flight(s) for booking M7FS34 has been cancelled by the airline. Unfortunately, you will not be able to travel as planned.

The airline has advised that you can apply for a refund for your trip. Alternatively, we can apply for a refund from the airline on your behalf.

Tickets details

Ordering person Lokmani Upadhyay

E-mail [protected]@gmail.com

Phone daytime 91 [protected]

Mobile number 91 [protected]

Booking No. Vadodara - Milan M7FS34

Order number LE67NL

Order date 2 Nov 2021

Vadodara - Milan Booking No.: M7FS34

! Departure: Sunday 13 February, 2022

From To Departure Arrival Flight Airline

Vadodara

India

New Delhi

India

Terminal 3

20:20 21:45 AI820

Please note that your trip continues the next day. Should you need accommodation in New Delhi, it will be at your own expense.

New Delhi

India

Terminal 3

Frankfurt

Germany

Terminal 1

02:25

14 Feb

06:50

14 Feb

AI121

Frankfurt

Germany

Milan Linate

Italy

08:45

14 Feb

09:55

14 Feb

LH270

Receipt 03/11/21, 7:52 AM

Terminal 1

Dear Madam,

first of all, we are sorry for your loss.

For the late Mr De Feijter we can approve full refund.

Please, advise if you wish the refund also for your ticket.

Your agent made the payment to Croatia Airlines with credit card CA/XXXXXXXXXXXX5890/0323, and our approval for the refund will be given to the agent, so you would need to contact the agent for the money transfer.

Just please advise shall we give the approval also for your ticket.

Best regards,

Dubravka

referent Kontakt centra

Contact Center Officer

Croatia Airlines

Bani 75 b, Buzin

10 010 Zagreb, Croatia

T +[protected]

[protected] (samo u HR, only in Croatia)

F +[protected]

[protected]@croatiaairlines.hr

www.croatiaairlines.com

cid:image001.[protected]@01D1C16E.1A4E7DD0

I booked a flight here, but I cancelled the flight on their website, how can I get refund from you. I already received the airline's cancellation confirmation.

When I make a call to +[protected], its not available, the number don't exist.

I have no way to contact you.

Yixuan Li

li.[protected]@outlook.com

yixuan.[protected]@booktripair.com

2022/02/05 from montreal to halifax

reservation number: 2P25XS

Order number: LGW9SA