GoToGate
Reviews and Complaints

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.

Today, 09/09/2021, I paid twice [755, 74 X 2] for the same flight. I
Order no:LCG4ZU
Booking number: RGSVG4
I tried paying first with my Paypal id Bernadette MARTIN.
I did not work. Page disappear from the screen so I thought it was counseled .
I then try with VISA card successfully.
Maybe 1 hour later, I received an email from Paypal saying that the payment was done.
So, I would like you to make a refund.
PayPal don't allow me to take a screenshot, so I had to take a picture of the screen.
I wish this can be helpful

Scammed me out of $1000 on a flight. Due to covid, had to reroute. I couldn't get hold of anyone on the phone. Was asked to sign up for "priority" contact service (big fee per passenger - what BS). I mailed on the contact form and never got a response. Turkish Airlines allows free, full money back cancellations, but GoToGate just allowed the time to elapse and never cancelled the flight or refunded me or responded to my mail. They hold all the flight details so you can not cancel the flight yourself.

booking no. LSL7AK order KYBWDW. I made the order on 6.8.19. Tap flights were cancelled due to corona virus. I paid 591 $ and on 21.7.21 got a message that you are about to pay back only 143 $.
I have two questions:
1. why only 25% ? where is my money ?
2. have you paid me already the refund ? how ? I can't see it in any of my credit cards.
please email me back:
[protected]@gmail.com

I am owed a refund of £2662 GBP for some flights for my family (of 6) from Bangkok to Cairo via Bahrain, which were originally scheduled for 2nd July 2020 then we rescheduled direct with gulfair to 1st July 2020. The agent (GoToGate) has confirmed that gulf air has not processed this, but as an agent there is no evidence that they have followed this up at all. We have been waiting for this refund for over one year. We are not a corporate entity, we are a family and these are our personal savings.

I called several times and all the times I got a of lie from you! Your money is refunded and the trip is canceled! No my money is not refunded but my trip is canceled! I'm sick of listened to the same story every tome I call! They keep saying contact your financial institution but it's not then! Y'all never process the charge back! I'm gonna make this as social as passively on every social
Media I known of! I'll call my lawyer and the tv if need too! This is absurd! Can't even talk to a manager! Ams don't keep saying the dispute is still open! Look at picture! Bs!

On 23 July 2021 we booked flights from Tenerife Norte (Spain) to Ibiza (Spain) on Vuelling Airlines for three people (Surnames Viljoen, Ferreira & Ferreira) travelling on 27 July 2021. At the time of the booking the screen was just hanging and it never went through to the normal confirmation screen. We left the browser open for long and still nothing happened. Subsequently we tried to retrieve the booking via Gotogate as well as Vuelling with no result. Since Gotogate cover themselves with statements on their site that it could take up to three days for confirmations we did not immediately stress. The payment however went off later on the 23rd and we still did not have any confirmation. We immediately tried phoning their main number "+[protected]" from three different telephone numbers - it just did not work at all. We tried phoning for three days in a row (Today they have a note of their phone troubles on their website which was not there then - see attached). We also sent 4 emails between 23 July and 26 July to "[protected]@gotogate.support". We missed the flight and had to rebook new ones at additional costs elsewhere. The first reply to our emails we got from them was a week later on 2 Aug after our travel date! In the reply they only stated that the confirmation had been sent to our email (not which email) on the day of the booking and if we wanted to cancel we must contact the airline direct! BUT we booked through them!? Furthermore they would charge us a 60% cancellation fee! We immediately asked for proof and details of the email address used for the supposed original confirmation. To this they also only replied a week later! They sent a generic reply on 10 Aug without the detail we asked for. We responded again asking for the detail. They sent the same nonsense reply without the detail on 19 August. We asked details once again and on 25 August they sent the generic reply AGAIN. All replies without the simple question being answered - "what email address was used?"! They clearly can not show where they sent the supposed confirmation to. That makes us think it never existed and they are scamming us. So in summary we paid for flights, tried our utmost to get hold of them through various means, missed our flights, paid for new flights and a month later with four replies from them they were still not able to prove that they have sent any confirmation.

AVOID GOTOGATE AT ALL COSTS!

I booked a Lufthansa flight from Manchester to Taipei on May 8 for me and my son under the order number of L8RP1B. But, in two weeks time the flight was cancelled. So, I requested a refund. On June 20 Lufthansa has confirmed the refund to GoToGate and GoToGate hold the money since then. Today is August 25 I still heard nothing from GoToGate. I rang GoToGate two weeks ago and the customer said that he will put my case as priority. And I should be able to receive my refund in two weeks. However, nothing has paid. I wonder why GoToGate could hold our £1263.79 after received full refund from the airline more than two months. I feel very unsafe and disappointed with the service from GoToGate. And it is very unfair and unlawful to hold my refund. I will call my bank to see if they could help to pressure GoToGate.

Booked return flights to Almeria spain from London gatwick.wish to change dates.Emailed 4 times.told to phone only.yes I could change flights but gotogate want £50 more per flight than easy jet direct.when I spoke to them I had 2 laptops looking at same flights gotogate website was again £50 cheaper than phone call.when I told the man on phone he put the phone down.Please help me x

I booked tickets (booking reference RCSRTW) Brisbane-Cooma-Brisbane for 22/08/21 & 27/08/21 well in advance (2 months or so) with no COVID restrictions in destination area. A month ago lockdown was announced over there (whole NSW) with flight rescheduled in inappropriate for my family way. I tried to reach Gotogate customer service via email ([protected]@gotogate.support) and phone (+[protected]) but no reply and phone is obviously dead. I require flight cancellation and refund.

Gotogate booked the wrong dates for my flight tickets and refused to cancel or refund my money. I have tried many times to contact them but have been unsuccessful. Their phone service does not work and I am unable to contact their customer service. I refuse to pay for a transaction that is unauthorized. They charged me for flight tickets I was unable to use. I tried disputing this charge but they keep fighting it with my bank because they claim that it was authorized when it was not. They will not even allow me to resolve this matter with them. This situation is beyond frustrating because I am unable to get in contact with this agency.

Booked flights to Europe in Sept of 2020 for a trip in April of 2021. Two of the three legs were canceled or changed to another day. Airlines confirmed I was due a refund on the two flight totaling around $2k. After about 8 calls directly to GoToGate and contacting them through their on-line refund request, all promises of ‘quick help' or ‘escalating to manager' or ‘I'm authorized to submit only one refund to the airlines for you', have had no results. It's now Aug 13, 2021 and I have not received a refund or any type of notification that a refund will happen. Like everyone else, we just want some of our money back if not all. Next steps? Small claims court?

They took money out my account for tickets and I didn't received the
email yet and I don't know how to contact them

Booked flights for last April, obviously couldn't go due to covid, so we cancelled and now it has been an entire year and we still can not get our money, we are in another lockdown now due to covid, going in 7 weeks and we need our money back. Please help us they do not even look at our emails and just send an automated email back.
Order number L2QCG2
Cherie Kelly
[protected]
We have numerous follow up emails with the same reply

One leg of my flight from Toronto to Antalya (booking LAMC58) was cancelled by the airline (namely the one from London to Antalya). Gotogate could not secure another flight from London to Antalaya. As a consequence, I had to book a last minute more expensive and less convenient flight with 2 stops from Toronto to Antalya. On top of that, Gotogate refuses to refund the leg from Toronto to London claiming it is a different airline. Clearly, Gotogate is missing the point, this treatment is unacceptable.

We bought 3 roundtrip tickets to Spain in July 2020, for 05-15-21 @ 5-29-21 from Miami to Barcelona and back to Miami. We couldnt travel bacause Spain was closed to tourist during those dates, we tried since a couple of weeks before the travel date to look for alternatives, refunds, changes of dates. They refer us to the Airline (TAP Portugal) the airline refers us to them. If we send an email they say we have to call, when you call, after a long wait they transfer to another extension and received no answer).
Date tickets purchased- 7/30/2020
Confirmation Order number- L4N2KI
Booking Reference - Flight QCRJA Miami - Barceloneta
Booking Reference - Flight TQJZER Barceloneta - Miami

Desirable resolution - a refund of the money.