GoToGate
Reviews and Complaints

Gotogate has not given me a refund for a flight cancelled of $682.50 due to covid19. Norwegian air has released the refund to Gotogate on may 29th (a month ago) and they are stating they didn't get the refund and that they will "call me back" and that they will settle.. it's been weeks nobody has called or settled. Now when I call nobody picks up after literally several hours on hold. They will not give you a name or case number or any reference of who you speak with if you calll them. They have hundreds of thousands of complaints about this scam company! I'm shocked they are still able to run such a low life business. They should be ashamed of what they are doing! Do not book! Save yourself a massive headache

I was traveling to Germany, via England then Norway, in July 2020 to perform with my fellow musicians at a music festival, by special invitation. Due to the Corona Virus epidemic, the music festival has been canceled and Germany is not allowing anyone to enter Germany until the end of August 2020, therefore, I am unable to travel in July due to the Corona Virus shutdown of several countries, including Germany which was my destination. I need to cancel my flight and receive a refund. I realize that my travel was not until July, however, the website stated to contact them "the sooner the better" for any cancellations or changes. My band that I was to perform with will not be travelling outside the USA this year and, additionally, the US Government is delaying passport approvals due to the Covid 19 shutdowns so I have yet to receive my passport and therefore, cannot travel outside the USA regardless. So again, I asked, twice, via email, the first time on 04/18/2020 & the second time on 05/28/2020, to cancel my reservation and receive a refund. I have a flex ticket with Emergency Medical and Expenses Coverage. There should NOT be an issue issuing refunds due to Covid 19 shutdown, this is NOT our fault that this happened and should be refunded accordingly. I've waited on the phone with their customer service for an excessive amount of time, for over 2 hours, to no avail. This is ridiculous! We should receive automatic refunds! Thank you!

On march 19th 2020 I contacted gotogate about my flights booked with singapore airlines which I had booked with gotogate
I had booked multi flights

From london to brisbane on the 23rd march 2020

And a ongoing flight on the 30th march 2020 from brisbane to melbourne

And a flight from melbourne to singapore on the 6th april 2020 to 14th april 2020

And a flight from singapore back to london on the 14th april 2020
These where all one booking and me and my family were upset that the two last flights had been cancelled due to the covid 19 pandemic so in theory the other flights were non avoid as stated in the print all tickets to be used
So when I contacted gotogate they said they hadn't be informed of this and I explained I had confirmation direct from the airline and they were to contact the airline on my behalf as they were my booking agent which they said they wouldn't do this I then explained about the other parts of the tickets and they said they would cancel them but no refund could be given didn't even offer vouchers at a later date
I knew by this time my whole trip would be cancelled due to travel restrictions globally so I cancelled the flights with them

I have since then had a email from singapore airlines stating that refunds for all flights and tickets given from or before 15th march 2020 up to the 31st july 2020 regardless to cancellation conditions are entitled to a refund and if booked with a third party
Which mine is gotogate they urge you to contact them
As they have been informed of this change

When trying to contact them I get told that I am not entitled as I cancelled the flights which in the circumstances I had no choice so gotogate will claim my refund probably and keep my money which in my idea is fraud and theft
So I now please request a refund
Confirmation booking number kwo39t

Thank you

Hello, I got my flights cancelled due to Covid and I purchased tickets via gotogate. I sent few requests and still nothing after more than a month !
Yes, now handling time is longer but they say they are prioritising flights which depart in the next 6 days...Today is April 14, and my flight was supposed to happend April 6th..Finally today I managed to break throuhg and some lady from the customer support replied to me and right when I asked about refund or vouchers line was disconnected as actually the phone was hanged up by Gotogate. Is that a normal situation ? I guess not as they do not have the right to keep money for the cancelled flights ! I still hope I will manage to reach someone, but obviously I will not make any purchase from them in the future, rather will be buying only directly from the airlines.

Hello,
Regarding Booking number: ZHWGDC, flight tickets for our party of two (Vlad Falcon and Doina-Maria Falcon)
Due to the pandemic, all flights in this booking have been cancelled.
I wrote to GoToGate on March 17, asking for a refund and also created an online ticket for Customer Support on March 24, TicketNr. [protected]. As nobody has contacted us, on March 31st, we phoned Gotogate and talked to a representative. He asked us to cancel our tickets in order to receive a refund. He also told us that we will receive the refund less 45$, that the agency is charging for the cancellation, of the amount of 2, 350.97$CAD. He could not give us any timeframe for the refund.
I did not receive any email describing our conversation in order to close my initial Case #[protected].
On April 6, I wrote another email referencing my TicketNr. [protected] and describing the phone conversation that I had with the customer support representative on March 31st. I received an automatic reply that the TicketNr. [protected] has been closed as there was no communication for 60 days, (false affirmation) and that I should open a new case.
I did this again on April 6 and now I have the new TicketNr. [protected].
I am very unhappy with the service I am receiving from GoToGate considering that I did not receive any email or confirmation of our telephone conversation, neither the date when I will receive the refund.
I am waiting for a refund for a total of 2, 350.97$CAD.
I kindly ask you to resolve this matter to our satisfaction.
I am attaching photos of: tickets, invoice, bank transaction, customer support tickets and correspondence with Gotogate.

Thank you!
Sincerely yours,
Vlad Falcon

From: Leon du Plessis
Sent: Monday, 16 March 2020 20:59
To: 'Gotogate'
Subject: RE: Confirmation; Order number: L1S1RY, Booking references: Flight: KLN9EX
Importance: High

To whom it may concern

Against the background of the current COVID-19 virus Global situation as well as all the international travel bands, also in our own country. South Africa.

We request as follow: to postpone and reschedule above mentioned booking to the following dates:

DEPARTURE: GEORGE TO SAN FRANCISCO 5 th OCTOBER 2020

RETURN: SAN FRANCISCO TO GEORGE 26 th OCTOBER 2020

WE ARE FLEXIBLE WITH TRAVEL TIMES

IF THIS CANNOT BE DONE WE HAVE TO LOOK AT REFUND OF OUR BOOKING

We trust that there will be no further cost implications due to the COVID-19 virus world wide

Your favourable consideration will be appreciated.
E2P5BT Check in Case Number GOTOGATE [protected]

Kindly advise

Re: Booking number: MV379K
Demand for Refund Pursuant to Australian Consumer Law (ACL)

Booking

I am writing to demand a refund of the full price I paid for my airline ticket purchased from your company.

The ticket was for travelling to Los Angeles, and then onwards to my destination in Colombia, Bogota for a vacation. I was supposed to depart from Melbourne on the 14th of October 2019 at 10:30am and to return to Melbourne from Colombia, Bogota on the 5th of November 2019 at 8:30am.

A copy of my itinerary and evidence of my payment to you in the amount of $1, 696.67 is attached as evidence of my payment in full for the ticket.

Contraventions of the ACL

On the 26th of June 2019, my girlfriend Liliana Spicuzza spoke with one of the employees at Gotogate and requested clarification on the different packages offered if any cancellation would occur. Your employee or representative said that I would receive not the full amount but I would get some of my money back. He did not make it specific to us on how much we would actually be getting back, if refunded in the event that the trip was cancelled.

During the phone call it was explained to her by the employee that the platinum package would cover any cancellation that may occur. Therefore, when purchasing the flight I purchased the platinum package to make sure I would have security if, for any reason it would be the case I would need to cancel the flight.

When cancelling my flight because of being denied the American visa twice, I had the expectation of getting a refund of my money back, or even a change in my flight to stop in another country instead of Los Angeles.

However, the person I spoke to told me it is not possible to change your stop over to another country, and no refunds would be allocated back to me, as I have not purchased any protection packages. Although, on my receipt when purchasing the ticket, clearly states that I did pay extra for protection on my flight. Therefore, I kept persisting saying that I purchased the platinum package to cover cancellation costs. The employee replied saying we only give refunds if cancellation is due to sickness or if the plane won't fly out. This was different to what we were told when we purchased the ticket when we specifically asked about obtaining a refund if the trip had to be cancelled.

ACL

Section 18 of the ACL states that:

"A person must not, in trade or commerce, engage in conduct that is misleading or deceptive or is likely to mislead or deceive."

It is clear that you misled and deceived me when I purchased the ticket by telling me that I would receive some of my money back and not making it specific on how much I would have refunded if the trip was cancelled. We asked what you offered if any cancellation occurred, not just because the flight was cancelled. There are many reasons why trips are cancelled. I paid for the platinum, package and bought the ticket based on the statement made on 26th of June 2019. That statement was misleading, and it deceived me into buying the ticket with the belief I would obtain a refund if I could not, for example and as eventuated, obtain a visa.

In addition, as explained on the ACCC's website (https://www.accc.gov.au/business/treating-customers-fairly/consumers-rights-obligations):

"Consumer guarantees applying to services
Businesses that supply services guarantee that those services will be:

• provided with due care and skill

• fit for any specified purpose (express or implied)

• provided within a reasonable time (when no time is set).

. . . .
What happens if these guarantees are not met?

If you sell a customer a service that fails to meet one or more of the consumer guarantees, he/she is entitled to a remedy - for example, a refund, a further service to rectify the problem and in some circumstances compensation for consequential loss. The service provider must then provide the appropriate remedy.

If the problem is minor and can be fixed, you can choose how to fix the problem.
The consumer cannot cancel and demand a refund immediately. You must have an opportunity to fix the problem. If the repairs take too long, the consumer can get someone else to fix the problem and ask you to pay reasonable costs, or cancel the service and get a refund.

If the problem is major or cannot be fixed, the consumer can choose to:

• terminate the contract for services and obtain a full refund, or

• seek compensation for the difference between the value of the services provided compared to the price paid.

A purchased service has a major problem when it:

• has a problem that would have stopped someone from purchasing the service if they had known about it

• is substantially unfit for its common purpose, and can't easily be fixed within a reasonable time

• does not meet the specific purpose the consumer asked for and can't easily be fixed within a reasonable time"

In this case there is definitely a major problem, as I cannot use the ticket. In addition, I asked you to remedy your contravention of the statutory guarantees by changing my flights so I did not need a visa to the US but my request was flatly rejected.

As such, I am entitled to a full refund of the purchase price under the ACL and as explained by the ACCC above.

Sincerely,
José Ernesto Florido Perez

Hello this is the phone number you indicate for Switerland.
THis number is not valid!
+[protected]

I need to contact your company urgently.

Thanks for your help, please give me the right phone number.
Best regards

David Finkel

I had planned return flights from Brisbane to Amsterdam departing on 23rd April with Cathay Pacific (booking number pi54ps). My flights have been cancelled by the airline and I have tried to ring and email gotogate many times without success for my refund. I get no reply to my emails and a number unobtainable signal on the phone using the phone number they provide

Booking number : SMCDPR

All the flights in this booking were either cancelled or re-scheduled. Contacting airline but was told that can only cancel via travel agent. I contacted this agent by email for around one month, but no response. I am calling the Hong Kong local contact number +[protected] for more than one hour, but nobody pick up the call. The flights will happen in 3 days. Such a poor service! Or whether it is just a fraud!

I bought 4 tickets on 4/11/2019 and was given booking no( L0K8PA) from GOTOGATE as well as 2 booking references(S4RBAX and FWSXAO)
In view of current situation, I wanted to change my flight. I contacted the website which provide phone numbers but all not reachable. I sent email with case number given. After the due date, there was no feedback, I resend several times and no feedback at all after the due date given.
Please get someone to reach out to me, I have called my bank and obtained the transaction code as well. I even called the airlines about the booking but was told to refer to merchant.

Please get some one to contact me cassandra.[protected]@gmail.com

Thank you.

Due to the pandemic my flight has been cancelled. Requested refund from mytrip but got no response via phone or email. This has been going on for weeks as no one seems to respond. It will leave me with no other option but to bring my lawyers on board.

I have tried contacting gotogate and there's no way for me contact them.
All phones are not contacted so there's no way for them to contacted and website doesnt give you an option to cancel flights.
My flights worth $750 and it's very upsetting that in times of this Covid-19 crisis they happen to just rip you off.
my order number is Order number: L3OF30
Please call [protected] if you can help with the issue!

I have submitted a request to cancel my flight departing on 29th March, on the 10th of March with case number [protected]. And have called +[protected] numerous times since 19th March. But to no response. I expect them to cancel and refund my ticket purchase.

In light of the coronavirus i have been advised not to travel to london and have been having issues with norwegian airlines and this travel agency to just rebook my flight not cancel with refund my flights. I have went through several hang up on calls failed transactions for rebooking fees and I don't appreciate how i have been treated. I don't feel it's fair for those who actually wanted to travel and have uncertainty because of a worldwide pandemic to have to be at fault and lose out on all their money for flights and baggage without any compensation or incentive atleast. It is very frustrating and stressful to be going back forth for a week with no help. There is no info on either websites on whether the countries you travel to will accept you in so you will be at risk

Hi,

I have been emailing Gotogate to complete my refund request for my SFO-NY trip! We prioritize our safety and have decided not to push through with our flight.

We are traveling from the Philippines and COVID-19 cases here are getting more and more each day! We are already planning to cancel our flight to US for our own safety, thus we are also canceling our flights in between. Again, we are not pushing through with our flight to NY so please cancel my flight so I can get refund ASAP!

I hope to get feedback on this matter! It seems like my request is not being taken seriously!

Please!

Thanks,

Ninoy

Good afternoon,

I just make the reservation 18:56 spanish time (38' ago) - with reservation number: L3PVIC and locator: QPIC87.

I call several times to your 24h online phone +44 and also to the spanish one, with no answer.

" Please contact us on our UK number and our English speaking colleagues: +[protected]" https://www.gotogate.es/contacto?sf=false

I need to cancell the flight because is not the one i needed.

I wait for your asnwer.

With best regards,

Ricardo Moreno.

The flight for Manila should be cancelled due to lockdown because of focus 19. Therefor then I need a refund for this BOOKING NO. MEOKFI
Please!

Dear Sir/Maam,

Referring to the Booking Confirmation, please note that after my several attempts to contact GOTOGATE by Phone calls as well as via emails, till date i have not received any Confirmation for Cancellation.

I would like to Cancel this booking due to the Corona virus issue, since the Clients have been instructed by the Kuwait Government for not travelling and also because of the genuine reason that their wards Schools opening is now scheduled to open on 28th March.

Thus, it is my humble request to Cancel this ticket and reimburse the amount considering that it is an emergency cancellation and not a normal one.

E-mail: [protected]@gmail.com
Telephone number: +965-[protected]
Booking number: ZTGDNR
Order number: L3CSJJ
Original departure date: 28/03/2020

Need your urgent response.

With regards,

Huzefa Ravat

Name: Lee Yin Siong Phone: +[protected]
Booking No: M67JMZ Order No: L141RF
Flight Departure: 19 April 2020, Taipei to Singapore

Hi,
This is the forth email and I also called many times which total phone call timing more 120 minutes since 26 February 2020 but my case still haven't settle, your side always reply me an automatically generated e-mail and give case number as [protected], [protected] and [protected].
We saw the news on China Airlines website mentioned that our booking flight on 19 April 20 from Taiwan to Singapore is affected due to Novel Coronavirus. We called your company on 23rd Feb to check and want to cancel the flight and your colleague mentioned that we need to get approval from China Airlines in order to get full refund because our original flight is noon but due to delay had been changed to night. So we contacted China Airlines and they reply us via mail mentioned that we are allow to get full refund and will put a remark to let agent know. After that we try to call back your company but always nobody pickup or the phone ended when your colleague transfer us to another department. Then we send 1st email and only replied us mentioned already send request to support team and no more reply after that. Then we use that reply to reply back and the answer we get is the request is closed and concluded. Our problem haven't settle how come the case closed and concluded? Then we send 2nd request for cancellation and include the reply we get from China Airlines but till now didn't get any reply.

Please give us the email of the support team or the email/contact of your manager so that we can contact them directly to solve the problem. Don't reply me that already send the request only as your customer service is really bad and wasted a lot of our times. We already get approval from China Airlines to get full refund and we wonder why it is so difficult for your side to check and cancel the booking then refund us. Please follow up this case as soon as possible. Thanks.