GoToGate
Reviews and Complaints

Hi! My return flight Tel Aviv - Zagreb ( March 31 - April 7, 2020) was cancelled due to Covid-19 outbreak. Order number L2LADC booking reference OTXQKT. I filed an application for the refund. However, I haven't received any refund yet (after more than a year of waiting). The latest update of my refund case information was made on June 11, 2021 and the status is still "Waiting to process payout".

We couldnt travel because Spain was closed to tourism by May 15, 2021, we tried to change the dates or get a refund. The airline says that since we bought the tickets by www.gotogate.com they are the ones that have to gave us options. Its been like a back and forward and still haven't had any options (a refund or alternative tickets). We called and wrote many times.

Received an email from Air Canada on 14th May (attached below) saying that I am eligible for a refund for flights in March 2020. I forwarded this to GotoGate and received an automated reply saying that there was a backlog and to be patient. On 13th July I forwarded the email again and received no response. I forwarded the email again on 4th August and received a reply saying that I should contact GotoGate by telephone. Impossible to get through to anyone.
Booking Reference Number: W32FGS
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Air Canada is now issuing refunds for all tickets with travel dates on or after February 1, 2020 and purchased before April 13, 2021 for flights cancelled either by Air Canada or by you for any reason. Our records indicate that your booking reference number W32FGS is eligible for a refund.

Additionally, if you've received an Air Canada Travel Voucher, Aeroplan points, or eCoupon for a cancelled flight during the dates mentioned above, you may also make a refund request.

To get your refund started, please contact your travel agent or online travel agency. ---------------

Renatus Murindangabo booking Ref MUIPCA Confirmation order no L2BZBL
My complaint i bough return ticket from your company departure on 4th Feb. 2020 from Brisbane international airport to Kigali international airport and return on 4th April 2020 from Kigali international airport to Brisbane international airport which flight cancelled because of covid19 since then i tried to contact them but proper answer they been giving me. please on my humble request is to refund my flight return.
thanks
my contacts
Renatus
[protected]@gmail.com
+[protected]

I have tried to contact the customer service via email and request to move my ticket to an alternative date. Because of South Africa's covid situation, Kulula flights has suspended all flights during August. My flight was scheduled for 27 August flying from Cape Town to Johannesburg with Kulula and back from Johannesburg to Cape Town with SA Airlink.

They responded with several emails always stating that I must call them to reschedule my airline ticket.

I have called them on these following dates and times everytime my call was cut off after R100 airtime was spend holding on for someone to answer the phone:

14 July 2021 - 08h34
19 July 2021 - 14h18
22 July 2021 - 10h53
28 July 2021 - 12h30
4 August 2021 - 09h08

I do not know what to do anymore. I have no success with emails or telephone calls and my airline ticket is going to expire on the 27th of August. My order no is: L8KSZU.

Can someone please help me - I do not want to lose my airplane ticket worth R2, 000 because of incompetence of an agent.

Thank you

Marlise Haasbroek
Tel: [protected]

My name is Alexandre Maestle.

I booked a flight from Orly airport to Rome Fiumicino and Rome Fiumicino to heraklion with gotogate (reservation number n°AIE88U ).

I received an email Indicating that my flight from Paris to Rome had to be changed, which I accepted.
I am currently at Rome airport and realized that my 6:30 am flight has been switched to a 10:10 am flight. I have never been informed nor accepted that change.

I had to take a bus at 10am at heraklion, and will now have to take one at 4pm...

This is simply shocking and disrespectful to customers.

My contact :
alexandre.[protected]@gmail.com

Purchased tickets for return flights to Fiji from Melbourne.
Flights never took off.
This trip was to celebrate my grandsons 13 birthday. Check birthdates of passengers. As this cannot happen. The trip is now invalid.
I am over 70 years old. Not good health. So travel is now not a good option.
The children who were to travel are getting older so children's fares are not an option anymore.
Have tried to contact gotogate on at least 20 occasions.
Without reply.
I want a refund or at least an update on what is happening.

Order number L2LAV1
Ref No OUV507
Flights cancelled by BA during 2020 pandemic
British Airways confirmed refund to Gotogate was issued February 2021

Gotogate have still not returned our money as of 30/07/2021

It is impossible to talk to anyone and we have tried countless times to correspond with them on their website without success

We are seriously considering taking them to court

Hi! I bought Brussels Airlines ticket through Booking.com in partnership with Gotogate. The ticket is a flexible ticket which is re-bookable With booking code:J2HJRO, Flight confirmation number 082-[protected].

I went to Oslo Airport on the 19.07.21 to check in but i was not allowed to check in due to covid-19 restrictions in my destination country. I was given
I immediately contacted Brussels Airlines and i was told that there were available flights to brussels that very day but unfortunately since i did not buy the ticket directly from them they can not help me.

Eventually, i was told by Brussels Airlines to contact the agent i bought the ticket from to re book my ticket immediately. I called GotoGate in partnership with booking.com several times that very day when i was still at the airport but couldn't get any help.

The next day on the 20.07.21, i called again and this time i was told to pay charges kr800 but when i clicked on the link that was sent to me to make the payment, the total bill was kr1770, 00. I called again to ask why 1770 kroner? I was told by the agent that according to the conditions on my ticket i had to pay the charges in order to re-book my ticket.

Ever since after the additional payment, anytime i call called Gotogate about the ticket they will tell me give us 24hrs, 48hrs, 72hrs just like it has been for more than a week now. Each time i call Brussels Airlines they will tell me to contact my travel agent to do the re-book.

Good day, I was supposed to travel on Surinam Airways on August 14, 2021. the airline has cancelled all flights. I called your customer care number and no one is answering the phone. my flight is 380294 (PY). This trip cost me $832 and I would like to cancel my entire trip along with a full refund. Thank you. I spoke to the airline here in Guyana and they said I will need a refund of my money. I would really appreciate a refund or even rebooking of my flight, please. The airline's number here in Guyana is [protected]. Gotogate provided a fraudulent email to Suriname airways. The airways emailed them about the cancellation and Gotogate made no effort to change my flight.

Kind regards,
Ashley Cameron
[protected]@yahoo.com
[protected]

Mijn vlucht werd gecanceld wegens covid. De luchtvaartmaatschappij betaalde gotogate maanden geleden terug, maar gotogate stort het geld niet door. Ik kan hen nergens contacteren : "mijn boeking" herkent mijn reservatie niet, alle telefoonnummers van europa heb ik geprobeerd ofwel zijn ze buiten gebruik ofwel krijg jee een bandje "we helpen u zo dadelijk". Als je mailt krijg je een automatisch antwoord "je boeking is 60 dagen oud en dus geen I info meer beschikbaar"... Het gaat over 2 business vluchten van 4000€ die gotogate schaamteloos achterhoudt. Enige mogelijkheid zal de rechtbank worden. Boek nooit meer met gotogate!

I have been on hold for more than 30 minutes to change a flight on order LAEFZ2 booking AXRLSE. I submitted the change request online today and it said the response period could be 4 days; my flight is after tomorrow.
The roaming costs for my cell on this call exceeds my ticket cost!
What is the point of paying an additional fee for a flexible ticket and then having this painful costly waiting period on the phone while roaming, when we already know there are numerous needed flight changes during this covid period? These additional costs are exactly what I was trying to avoid when I paid for the flexible ticket.
Forcing this phone policy on travelers is enough reason for me to never use Gotogate again.

This is to be forwarded to Gotogate:
From Denitsa Vasileva attorney at law
In regards to refund status L3UV1K
Please refund me 100 percent or $179.49
I have been told that TAP PORTUGAL should refund me directly in the amount of $179.49 or the amount I originally paid, I should not be charged any $35 dollar processing fee, you did not refund me at all for 8 months, I filed a complaint with the Department of transportation then TAP PORTUGAL told me they are refunding me directly, by the law I demand my 100 percent amount which is $179.49 TAP has to refund me directly and you should deposit 100 percent the amount I paid, I do not owe you any fees, you did not refund me, TAP PORTUGAL has sent the email about the refund. If I do not receive 100 percent the amount I paid for my ticket because of a cancelled flight because of COVID-19 I plan to file another complaint with the Department of transportation.
I am expecting 179.49 in my account not $149.49, TAP is refunding me directly 100 percent you should not take my money. If I do not receive the amount of 179.49 but a reduced amount of $149.49 this is a violation of the EU laws demanding TAP to refund me 100 percent because of COVID-19. Please deposit my $179.49 or 100 percent the amount I paid for my ticket or I will file another complaint against you with department of transportation.
I am an attorney, department of transportation also imposes civil penalties - for non - refunding passengers fully 100 percent because of COVID-19 which is the case. By the law TAP should refund me depositing the money back into my account directly, I should not pay you any fees. That is illegal.
Thanks,
Denitsa Vasileva
Attorney at law
denitsa. [protected]@gmail.com
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On Mon, Jul 19, 2021, 8:55 AM Gotogate wrote:
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Hello I am an attorney, I filed a complaint with the department of transportation about my refund for a ticket for TAP Portugal flight because of COVID-19.
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Yes, I confirm.
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Waiting 16 months now for a refund on a flight that was cancelled.

The airline has refunded the money about 8 months back, but gotogate has not released the money.

I was at the airport to board, but I couldn't board because of the change in boarding rules to Brazil due to coronavirus. I bought the ticket on Saturday and the rules changed on Monday, the day I should have boarded. So I'm not requesting a cancellation because I didn't want to board, but because the law didn't allow me.

[LATAM]Ticket #[protected]

This is with reference to your booing number LGOGBJ with Latam airline, please find below your ticket airline ref LGOHSW and your e-ticket number 045-[protected]

We purchased two round-trip tickets from Newark to Rome with return. The Gotogate number is L797EY. The airline, TAP, annulled the tickets claiming the fare quoted was a "mistake".
I Have never received my money back from TAP or Gotogate.
When no refund was forthcoming a couple of weeks after my tickets were cancelled, I filed for a charge-back through my Citi credit card. For unclear reasons, the bank denied my chargeback claim, advising me to request a refund from the airline or Gotogate.
I called the airline customer service. They told me that TAP never received any funds for the ticket, and that I should request a refund from Gotogate.
I again requested a refund from Gotogate, but I was referred back to my bank, stating the company would not handle the claim as a refund because I had asked my bank to reverse the charge.
At their request, I sent Gotogate the letter I received from my bank denying my charge-back, but have not received a meaningful response from Gotogate.
Bottom line: Gotogate owes me $995.37.

The breakdown I received in my GotoGate receipt when I purchased Allegiant tickets is:
carrier fee $53.58; taxes and carrier imposed fees/person: $36.42; Discount/person $3.33; $29 hand baggage fee and reserve your seat$23 for a total of $$138.67.
Then within 24 hours, I call them to cancel and they tell me that i have to call allegiant to cancel and then call them back within 24 hours and i will be charge $56. After 24 hours, it would be significantly higher.

When I spoke with Allegiant, he told me it should be:
The ticket with fees and taxes is $90.00. A preferred seat is $9.00 and a carry on bag is $20.00 for a total of $119.

Not only was this agency dishonest about Allegiant pricing, they added hidden costs without disclosure. I feel this is very unethical.

Hello team,

For the past fourteen months I have been attempting to claim credit or refund for cancelled flights which i purchased through Go To Gate.

Order number: KXPTJ1, Booking references: Flight: GPVQRI, Flight: LQJ8VY.

At no stage have the staff attempted to assist, rather deflecting and then simply hanging up the phone and not returning my calls.

At times it seems like progress is being made, but simply these are lies as no further email or phone call is forthcoming as I have been advised on six separate occasions.

Unless a resolution is presented, I will be coming to Melbourne to visit head office. I will not be leaving the building until my reasonable request is settled.

Last March our flights totalling $3, 000.00 Australian Dollars were cancelled, do the right thing and return the money.

If anyone would like to get in touch (I will be truly shocked if this happens) my mobile number is [protected] or [protected]@gmail.com

This is a tough time for everyone, stealing people's money is a low act and not the right way to go about this.

Patrick Barrie

FROM MR PW KING
EMAIL [protected]@HOTMAIL.COM
BOOKING REFERENCE NUMLHY
Dear Gotogate, i have been asking you to please give evidence to my complaint or please rectify the complaint that you constantly play time wasting games in order you help Qatar airways with the money making scam from the Bangkok manager on tickets i booked and paid you for.
in n attempt to look into this complaint by the manager of scyscanner you made a statement to defend Qatar airways that the reason the tickets sold bu you was cancelled and no boarding allowed was a visa issue, this same comment you made to the ecc.net and also now given to me but gives no evidence of your claim a visa issue and i am sorry evidence is needed as i did not need or have a visa as British to Europe no visa by me needed this i have in writing from immigration police Madrid another
letter was obtained from 1atar Hamad airport on the transit stop no visa needed. Another piece of evidence on your comment of visa issues was the booking reference NUMLHY purchased and supplied by gotogate was for flights morning of June 11th and cancelled at check in at airport but a brand new booking again reference NUMLHY was issued by the airport, manager it was the same booking for the same day the 11th june this could have been ok except i had to pay again the cost of $1250 and pay the airport manager this indicates a scam by the airport manager who did offer a full refund of my money to be paid by gotogate who has once again made a statement they did not get the funds from qatar air

Over two months has elapsed and still no refund in the amount $11, 081.01. Company does not respond to emails. GotoGate informed me in March that the airline reimbursed the money, now I had to wait for GOTOGATE to process the refund. Gotogate has disabled thge link for checking on the refund. I have emailed requesting an update and there is no response. Numerous emails were sent on the company's sight for inquiries. No response. Turkish Airlines cancelled the flights in January 2021.