GoToGate
Reviews and Complaints

I used a translator.
I used Skyscanner to buy flights from Incheon International Airport to Ho Chi Minh City and flying to Bangkok from Gotogate on March 4th.

You may know that the Korean virus has spread.

Vietnam Airlines has now canceled many tickets. The flight to be boarded was not canceled. However, the return flight was canceled.

I have contacted Vietnam Airlines and have been informed that a refund is available. However, since it was not purchased from an airline, it must be refunded at Gotogate.

received about 30 email requests for cancellation. They tolerated and did not reply. We have received your email continuously but do not verify it.

I called but did not answer it. I have been waiting for a phone call for more than 30 minutes. The cumulative waiting time is over 3 hours.

The agent answered the call. I will request a refund and it will take 24 hours.

Then I contacted Vietnam Airlines by phone. Vietnam Airlines has no incident of refund. Gotogate speaks and does not actually accept refunds.

I collected all the evidence. I recorded all the calls. We have also collected your e-mail receipt history.

Vietnam Airlines has clearly stated that a refund is possible.

Gotogate also sent me an email.

Dear Sir,

Due to the Force Majeure situation with the Coronavirus you are entitled to a full refund for your ticket. If you confirm to cancel your ticket, the amount will be refunded through the original form of payment. Keep in mind that some extra services may not be refunded (Check-in service, Seating service, etc.).

Please note that your booking has not been cancelled yet. You need to reply to this email within 48 hours to confirm the cancellation of your booking. Your booking needs to be cancelled at least 5 days before your original departure date.

The handling time for the refund is currently between 3-5 weeks, but due to the present situation it may take slightly longer. We will of course do our very best to get your refund to you as quickly as possible and you will receive an email when your refund has been processed.

Your booking is not cancelled until you have received a cancellation confirmation from us prior to departure.

Kind regards,
Vaibhav S, Customer Service
Gotogate

Gotogate will definitely not cancel until March 4th. And I will call you on March 4th. And Gotogate will hold me full responsibility. It's an obvious story.

Utterly poor and disappointing service to get a refund for a flight cancelled due to dangerous travel to china regarding Covid-19. GotoGate should be fined and their license revoked for the utter disregard for Instruction and authorisation in writing given by Air China to issue the refund. My husband has called 6 times and spent literally hours on hold - this company's customer service are a joke and they are just passing the buck and passing us around like pingpong balls. Even the manager refused to help and they are completely rude and careless. The CEO should take some action and not just ignore emails by clients. This service will indeed be reported and to the authorities for fraudulent and negligent behaviour.

I booked a ticket with you as (first class), I called the airline and they said is (economic). If I needed economic would have booked it. Please help with this matter. I do not want economic class. I want whatever option is the first class in that euro Atlantic airways operated by STP airways. I wanted to flight comfortably, that's the reason I booked a higher class on that flight.

booked a ticket with A travel agent called gotogate.com . I wanted to re-schedule my flight. I called the travel agent many times and for long hours. on every call, they gave me a different excuse why they can not help me. for example: call the air line Alitalia, call the airlines air France, call the KLM, we don't have any available flights for "months of time range". and when finally they find a flight, the exchange fees was almost 9 times the original price. however, on their website, they have a lot of available flights with the same airlines in normal prices.

Sincerely.

Dr Ahmed Kabeil

Booking references MIJVOB
Surname JAZZAR
I received email from gotogate that my trip is change and asking me if the new date it's ok to me I reply by email in same day that I confirm and accept this change.
After that I received email only return ticket without departure
My trip from Doha to Tunis TUNIS TO DOHA Marocan airlines
I received only return tickets
I need tickets for departure

The cash register person was very very rude and very dismissive of me. I needed to buy some scratch off tickets however there was a lady ahead of me that was in front of me at the same part that I the cash register I was I calmly waited for her to get her lotto and then she walks around to the other side of the cash register to pay for it so no problem I waited for her to do that and then she continues to do some other things with the cash register she's dropping some money in the safe and everything so I'll be a very patient and then as she's doing all this there's more customers walking into the store while there's about five people in line now and then she totally dismisses me ignores me and helps the next person that was in that other line. So I politely asked ma'am do I need to go to the other side to get service because I've been standing here and I was in here before all these people came and she gave me a mean look and said yeah that register is closed you need to come and get in line very rudely she said this okay her name is ebony. Then another lady I guess comes to help with the cash register and then she was just as rude to me and her name was Debra and I told her I said you guys are being very rude this is where I know you have to stand at for the scratch offs while she wanted to 10 you to sit there and argue with me I said all she had to do was saying them can I get you to walk over here or I'll be right with you if you'd walk over here then I'll be right with you but know she gave me some ugly looks and again she was being very dismissive of me you could tell by her face look by her body movement and everything I have never been treated so rude at this Gate Gas Station. Normally I would not complain however I just feel like your employees forget that we are paying customers and I can see if I was being rude but I was not being rude at all I was just simply stating the facts I didn't get no apology and then the lady that was getting my scratch off she kept going is that it is that it is that it she must have asked me five times so I did tell them that I was going to call you guys and let y'all know what was going on. The gas station that I was having trouble with is at 7023 103rd Street Jacksonville Florida 32210 you can call me at [protected]. My name again is Sylvia that's s y l v as in Victor IA my last name is spelled n g u y e n right I'll be expecting your call thank you.

I booked four international tickets last month. Yesterday, I received an email that stated (verbatim):

"Due to a technical error we are unable to complete your purchase for seats.

In order for you to complete your request you need to book your seats directly with the airline through their website.

The money will be refunded to the original form of payment.

We handle all refund issues in turn and at the moment the handling time is 1-2 weeks.

Naturally we will do our best to handle your refund as quickly as possible. You will receive an email when your refund has been processed.

We apologise for the inconvenience and hope your request will be resolved swiftly."

To book seats on the airline website, it requires making a reservation. So since GotoGate said (1) it was unable to complete the purchase of seats, (2) they said to book seats online, and (3) they would be issuing me a refund, this indicates that they did not book my ticket reservations. So I booked four new tickets directly with the airline on their website.

I spoke to a very indifferent and very unhelpful Indian person for GotoGate on the phone, and they claimed that it was very clear that I still had my original tickets, and they were just going to refund me for the charge to select the seats. This is not clear at all. Now I have eight tickets on the same flight. Audity and Ramanand P did not give any customer support, and spent the entire call arguing that it was not their fault and that there was nothing they could do. Their tone and personal remarks represented the company very badly.

I will never do business with GotoGate again, and will encourage all to do likewise. Buyer beware with cheap, unscrupulous companies such as this.

Do not bother responding to this message, as it will not be read. Much like yours.

I booked a return trip OSLO-MANAGUA (20.11.19-08.12.19) through Go To Gate, where I would be flying with Lufthansa with the reference number STX4ZJ. During my booking of this ticket, I was never informed that I needed a transfer visa if I chose the ticket with transfer in the US, nor was I informed about the criteria needed to successfully obtain an ESTA visa. On previous travels around the world, I have never had to pay for a transfer visa, hence I believe that it falls under your responsibility as a travel agency to inform your customers of these rules and conditions when boking a transit in the US. Had I known about this extra visa cost (ESTA) prior to my booking, I would have chosen one of the many other tickets available with an alternative transfer in Central- and Latin America. The night before my journey to Managua (19.11.19) I accidently discovered the requirement of an ESTA visa for my transfer in Houston, and due to my inexperience with this, I ended up having to apply through two different ESTA visa pages, resulting in me paying USD95 + USD14 (confirmation of payment is attached below). I applied thinking everything should be fine, as I spent 10 weeks this summer in San Francisco working and studying, but as I arrived at the airport in Oslo to check in, I got the information that my ESTA application had been denied due to a trip I had to North Korea with my family in 2012. This rule must be very new, as my parents who also attended that same trip in 2012, just visited the US in the last week of October 2019 with an approved visa. Because of this I was denied boarding, and I was told that no changes of my outbound flights could be made at the airport by Lufthansa.
Secondly, when I tried to book a new flight from Oslo to Managua, I was told by Go To Gate that my ticket from Managua to Oslo also had been cancelled and was no longer valid, due to what I believe is referred to as a "no-show rule". I have travelled many times before, and it has never been an issue to change/cancel one way of a return ticket and still keep the remaining part of the return ticket, as I have been told it is unlawful to operate under this rule in the EU (although I have not experienced this outside of the EU either). I then called Lufthansa who said it would be possible to transfer my return onto a single ticket, but that it had to be done by Go To Gate in cooperation with Lufthansa Travel Agency. However, as I contacted Go To Gate again, they said it was not "permitted" to keep my return ticket from Managua, and that it had to be cancelled alongside my outbound journey. I was told that I still had to pay for the whole journey, and that I would not be able to use my return ticket from Managua, even though I still need to fly Managua-Oslo at the same time of my original flight on the 8th of December.
The original return ticket you sold me cost a total of NOK 8537, however in addition to this I have had Visa expenses to the US (as mentioned) for a total of USD 108, the accompanying travel to and from the airport for a total of NOK 196, not to mention the complete new return ticket I was required to buy for a total of NOK 7240.
The lack of information from you and your booking process resulted in these additional costs for me, not to mention a fully cancelled trip, with me now being one day late for my appointments in Nicaragua, and all the stress this whole situation has brought with it.
As I have now had to buy a complete new return ticket with Lufthansa (with transit in Costa Rica this time), I am kindly asking for a refund for the complete original return ticket I bought from you, which I was not allowed to use, in addition to my unforeseen expenses in regards to this situation. In this unfortunate and unexpected situation, I ask you to take on your responsibility as a travel agency with all that entails, including properly informing your customers of crucial information in regards to their travel booked with you. Financially this has become a very difficult situation for me and I cannot think of any other way I myself could have prepared for or handled this.
Looking forward to your swift, and hopefully positive, reply.
Sincerely,
Ingeborg Vale Opdal

P.S. Attached is a picture of me at the airport where I intended to check-in to my flight, and I was therefore not a "no-show", but denied entry. Additionally it is a note (in Norwegian) from the SAS personell that handled my situation, confirming I was in time for my check in. I have also attached pictures of my confirmed payments for the two visas, and I can provide a bank statement as well if necessary.

I cannot believe that in this century, 3 months prior to a booked ticket, I contacted you to help me with my problems which are normal these days: you buy tickets for your honey moon couple of months in advance, and for medical reasons you cannot travel anymore, Gotogate is refusing to help a young couple by reimbursing the money or offering other options! I will post this problem together with your official answers everywhere online! It is a misery! And of course I will start official complains to the European Authorities! Next time I will buy my tickets from different agencies!

All I need is an email to
[protected]@hotmail.com
Confirming that gotogate cannot refund these flights
I've phoned... no joy
Tried emailing
No joy
Please help
My credit card company are willing to refund once you confirm you cannot pay
Please help
I need a refund to help us have a holiday
A simple few lines will not take long
I really thought a phone call could generate an email
Thanks

Shanghai airlines cancelled my flight from shanghai to Kota Kinabalu a couple of months before the flight. I was contacted by go to gate and told that they could only offer me a flight to KL which is 500 miles away. Because this was seen to be a "small change" at first they wouldn't offer me a refund. I found alternative flights on flights on different days and they refused to help me change them until I paid a further £19 for a support package. Thanks for nothing Go to Gate. Thankfully I finally persuaded them to refund me. I will never book with you again.

Hi Gotogate, my booking number is GANPJE.
I've book a round trip flight from Kuala Lumpur to Harbin on 14/12/2019 to 20/12/2019.
I can confirm that the flight that I choose was departure on 14/12/2019 10:40 and arrive at 20:05 （Flight Number：Xiamen Air 898）and the return flight was on 20/12/2019 departure at 12:35 arrive at 23:30（Flight Number：Xiamen Air 878）.

I was book the air ticket together with my partner and both of us was very sure that we're choosing the timing that we wanted.However, once I done the payment, the receipt show that our booking flight was wrong.
I called the customer service line immediately and the service manager told me there's a charges of RM409 per pax for the changing flight. Me and my partner was very unhappy due to this issues.I found this is so unreasonable and ridiculous due to the system problem and I request a refund from your side. I hope your side can assist to this issue and give customer a reasonable answer. Hope to heard you soon thanks.

I have booked a trip from 21st of December until 27th of December from London Gatwick to Saint-Petersburg. I searched with Google flights and I have enter the number of passengers which is 2adults and 1 infant on lap. The best deal for this request was gotogate so I have booked our tickets following the link. When I realised my daughter was not registered I called the company asking to add her as we need to ask for the visa (that is long to have). The woman told me they needed to contact the flight company to arrange with them and that Gotogate would contact me within 5 days. After 5 days nothing so I called back. The man on the phone told me she was wrong and this process could take up to 10 days. I have waited and still nothing after 10 days. I called back, an other man apologised and was sorry to tell me that due to delays they needed 4 to 5 more days and he assured me I wouldn't have to wait anymore. Almost 10 days have past and again nothing. So I called today and an other person told me I had to wait an other 10 days. As everything seem over the company competences I have asked for a full refund so I can re-book the same flight but adding my daughter myself. Which is absolutely fair and kind of me wanting to re-book the exact same flight. This person tells me I have to pay a fee of £160! I am absolutely angry and thinking of taking other initiatives, and I mean by that, taking this to court. This will be the first Christmas for my daughter, it is suppose to be a beautiful gift for her and my partber and wonderful trip to keep in memory for life. This is becoming a real nightmare dealing with Gotogate, they don't understand that if we don't get this ticket on time we might not have our visas to go. +the price for her ticket is much more expensive than the price on the website wich is approx £25. I am just so angry and will start the process tomorrow for taking this in court.

Hi dear sir/madam my name is Abdul Jaleel Ahmed patel order number kyfb7p. Righting this concerning my booking Johannesburg to Mumbai flying on 1St December returning on 6 January i have book 3 tickets what make me worry
Is my booking was in airtanzania and air tanzania to south africa route suspended i went to air tanzania office at or tambo airport Johannesburg about my refund they told me i must contact my agent who i book with and they must refund u full i talk to gotogate customer help line morden 3 time they told me we will come back to you i am still waiting please help me

I am writing again after several telephonic calls to you and Ryanair for the refunds of tickets booked under flexible platinum package, booking Ref. U8E4PQ.
However, when I talked to your office, I am referred to Ryanair vise versa.
This is totally ridiculous and false statements online.

I am seeking my refund or change of name on ticket without paying further.

I also copy of this email to IATA and customers ombudsman for further action against your wrong doings online.

Receipt and payment information
Ordering person Asif Malik
Address Farley Drive
IG38LT Essex
United Kingdom
E-mail [protected]@yahoo.com
Phone daytime 44 [protected]
Mobile number 44 [protected]
Booking No. London - Barcelona U8E4PQ
Booking No. Barcelona - London U8E4PQ
Order number KZAQZV
Order date 13 Sep 2019
Flight, London - Barcelona - London £71.93
First name(s) Surname Age group Price Taxes & charges Total
Amir Muneer Adult £71.93 £0.00 £71.93
Flexibel ticket
£10.07
Support Package Platinum
£19.90
Debitcard/Creditcard (VISA Debit)
475714**********
£0.00
TOTAL £101.90
PAID
Gotogate International AB is shown on your bank statement as recipient of payment. £101.90

Asif Malik
[protected]@yahoo.com
Tel.[protected]

I accidentally made a booking with the wrong date, I contacted as soon as I realised and they charged me a 75 cancellation fee! This is really unfair and I will be taking this further as it was an honest mistake and I contacted straight away to fix the mistake. Absolute rip off! Not happy at all about this! I would like to be refunded this cancellation fee. Please contact me on [protected] to resolve this otherwise I will be contacting someone else to take this further. This is atrocious!

Booking reference RTY5MA

We booked these flights London to Tokyo via Vienna only to turn up at the airport this morning to be told we did not have enough time in Vienna to connect to our flight to Tokyo!

We have had to pay BA £2800 to get us on another flight! Never having done a long haul flight before we trusted you to do it for us and you have shafted us! I want a full refund for the useless and unuseable flights you booked us on, your company is a disgrace!

i booked a ticket and wrote the payment details it minused the money from my balance right away but i don't have a ticket confirmation until now... i have no number of booking or anything i can check or ask about my tickets, i don't think it's a professional way! I am waiting for yyour answer asap
I am waiting either my money back or my tickets confirmation please!

Hi,

I had to cancel a flight to Brisbane on the day of departure due to a medical emergency.

I phone Gotogate five times to cancel this flight and I have an independent witness to this as well as phone records.

Gotogate are refusing to send me a Cancellation Invoice so that I can progress my Travel Insurance claim.I have medical documents to confirm I was ill and unable to travel.

I did cancel the flight despite Gotogate continually denying this.

Mark Woodward

This is the whole process and how it got me to investigate back what's wrong with this booking orderKX2- -M ( booking reference: NMP- - (22/6/2019), then change to NMP- -(CX)(listed as a airline check in reference dated on 11/9/2019), and then got confirmed again which listed out two numbers (Cathy Pacific: NMFP- - Air Newzealand: ZTJN- - dated on 14/9/2019 )of this one particular order number: KX 2- -M with this company.

I remembered when I inserted my name, it was the surname first then the first name. It is so strange that the email confirmation and the other which on the websites under my bookings, my name are spelled correctly and in the same order sequence on both ordering person and Adult under traveler. But on the email confirmation at the column of passenger, the index of that box showed the surname and first name got switched, but my name shows the same sequence as the ordering person like up above. Further info I have asked others and also sending the email confirmation they sent to me on 22/6/2019.

I strongly believed it was a mistakes and technical issues of this faulty system. For what it show on the document (email or inside the website desktop version via order number or in mobile version)which apparently not the same sequence and some have indicated clearly with surname and first name but some don't. This is not logic and leading the mistakes happening. But I sure to god I didn't insert it wrong. This is an unfair situation with all of these which I have to take full responsibility and got advises from this company which I have to agree and cancelled it with no choice and they won't change back the name in this case, and that leads to a cancellation fee I have to paid at the end.

To be honest, I fly with different airlines in the past and had multiple booking experiences online but never experienced things like that!

And then I moved on to check my payment at the system, their system indicated surname insert first and then the first name, it generated to the next page and my name was shown on the air passenger which the full name positions got switched but the payment info of my name sequence was correctly listed. Therefore, the payment did went through with my personal information according to the first input with no problem and HKD$xxxx being charged which it transferred on 22nd June 2019 at 12:58a.m. Their confirmation email that I was received at the same time and date as well.

According to up above evidences, It is truly and obvious that their website system was flawed and faulty. The document which listed out my name on two different column was not the same. One is from surname then first name, the other one was shown in a reverse way which is first name goes first and then last name. If you look back from a mobile site, it also showing you both in a same way with surname first then the first name. This totally was a trick and it doesn't make sense, This company use such a dubious websites and tricks me and making money out of this way.

Another suspicious point was having two booking reference number(Cathy Pacific: NMFP- -Air New Zeland: ZTJN- -) and I was following their guideline once I received the confirmation on 22/6/2029 and downloaded CheckMyTrip.com for details of latest changes. And then until I was planning changes and would like to manage my booking on the airline websites to add other services. I discovered the booking reference is impossible to login to Air New Zealand. And it has another reference ( ZTJN - -) and further I checked through the airline hotline and discovered this.

I was back and forth to seek for solution of the non useful booking number and emailed gotogate,
eTrackNr:[protected]
eTrackNr:[protected]
eTrackNr:[protected]
eTrackNr:[protected]
eTrackNr:[protected]
After [protected] this conversation, their side resent all the travel documents to me with the same number but finally got a ticket numbers, then I am able to checked myself and sending another message regarding this name switched issue to the airline. The Information I got from air New Zealand airline website insists me contact gotogate to change it for me, they said it has to be doing it this way. While what I received the returning email from them was a negative and no way they could change it as this mistakes is minor and blamed the airlines but also can't guarantee I could check in my flight.

And the last response from [protected] by Gambhir S indicates I will be ok for this situation while I already emphasis on the email I need to change according to the airline, I could have risk and not be able to get on the plane deal to names aren't matched with the passport. But his response was terribly irresponsible and I decided to talk directly to them on phone.

Therefore, I called on Phone: +852 3008 1583 ( gogogate phone hotline in hk), last Thursday at 3:06 and 3:30 twice. First time I called in and look for Services in English, the person who picked up the phone spoke terribly English even I had input my phone number first and using a slow speed to say out the order number and my full name, he wasn't able to understand. I have to say aloud again slowly with each initial with a word so he could understand. And then I try to tell him the problem I was having and asking for name changes patiently, he said need some time to check then let me wait for quite awhile, afterwards he said he can't see anything and need some more time plus a just a goodbye and want to hang the phone up. He didn't answer any single question I was asking . He is absolutely rude by not able to understand and respond any of my concern. The whole duration for this phone call was 22mins. I have not get a proper answer and any clarification and solution. Also I don't know how long should I waited after.

Thank goodness I am also able to speak in Mandarin and Cantonese, then I called again to look for Mandarin services, she is able to understand and said will get back to me.

Then the next day I received an email indicated was the airline refused to make changes but cancelled only. No guarantee if I could get on the flight in this case And I have to pay for a certain cancellation fee ($2000 + 590) and that's not included the fee that airline charges their company which I have to responsible for it as well and asked me please note. I am losing all my patience and confidence to this company.

I am in a deep concern for this situation, it makes me feels like this company is using a system that with rule protected in this unfair situation. I would here directly ask for the one I'm able to talk to, the one who understand what I'm asking for. Furthermore, I request strictly escalate the case to the duty officer/in charge.

This company ‘s system error not only causing disappointment, it also could cause significant impact on the credibility of their business partners, New Zealand airline in this case which I will also cc this whole email to their customer services and management department to let them to aware of what had happened.

And if I don't get a reasonable reply and full refund In this case, I will consider to inform all of gotogate business partners who are advertising on their portal on such harmful business practice to make money out of customer by taking advantage of creating enormous unreasonable administrative charges. Also, I think the public should also knows about it and I will take action to report to the press and social media as well and I definitely will go to Consumer Council in Hong Kong, Hong Kong Police and also contacted adviser from European Commission for legal advise and action .