GoToGate
Reviews and Complaints

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 .

I sent you following e-mail 18. 9.
Good morning,
I bought 7 return tickets to Valencia. The flight from Prague to Valencia through Rome with Alitalia and return flight directly Valencia - Prague with Smartwings. You have confirmed that that my tickets are in category "Economic" - this rate represent with Alitalia and also Smartwigns dispatched luggage 23 kg. Two days before our flight you confirmed the flight but with the notice "without dispatched luggage". I informed you that it was your mistake and that I have bought the flights with dispatched luggage. 14. 9. on Prague airport we must pay extra fee for luggage 7 x 1.165 CZK. I enclose payment confirmation and ask you to send the total amount of 8.155, - to the bank account from which I have paid this air tickets.
I ask you to correct your mistake arrange that the return tickets (2 persons on 28. 9. and 5 persons 12. 10. are with the correct rate - i. e. with dispatched luggage 23 kg. You confirmed me the rate in your mail and I am not ready to pay any extra fees and to have such problems also on the way back. Please take into consideration that 3 of us are retired persons and the rest is young family with children and this extra payment will be great problem for us.
Please confirm that everything will be OK.
Regards
I have´t received any reasonable answer - only by automat that you will send the answer till 15.30. But it is mor that 2 days not only some hours.
I ask any personal solution not to be in contact with automat!
Dimitrij Bilak
7 príloh

Programy služby Gmail na zisťovanie výskytu vírusov sú dočasne nedostupné - V priložených súboroch nebol skontrolovaný výskyt vírusov. Ich stiahnutie je na vlastné riziko.

just spoke to a customer service operator, hoping to clarify why I had been charged for two separate bookings on the same flight, for the same passenger and the same seat, made within 6 minutes of each other.

They said this was my fault, and that I would need to pay $75 to cancel the second booking.

When I asked to speak to a manager to clarify or to send me an email address to make a formal complaint, i was told there was no email address and I wasn't able to be put through to someone else to talk me through why I was being charged double for the same ticket, or how this could happen.

Also, I was told that there was no guarantee I would even get a call back if the operator did decide to refer the matter to someone else?

Wow. Furious. It's not about about the money ($75 - who cares). It's the service. Really shonky

Beware.

I've never heard of these guys before, and only used them when a google sponsored ad for the service popped up as the "go to" booking agent.

I'll never trust a google high-level ad again. It makes you realise how vulnerable the reputation of big providers are when their ads recommend nasty outfits like gotgate. I'm not sure I'll ever trust a recommended google ad ever again.

Live and learn.

By far the worst customer service center I have ever dealt with. I had to call 4 times in order to change the date for my ticket and each phone call lasted a minimum of 45 mins (international call, which cost me 150SAR each). Each phone call I was given different available dates and times for the flight, as well as increasing rate. Call 1, it was 535sar to change, on the second phone call it went up to 1, 200sar. On the third it was Every time I was put on hold it was a minimum of 20 mins waiting, and they put you on hold on every step. When I asked to speak with a supervisor or manager I was again put on hold for 23 mins before the operator came back and said the supervisor was unavailable, another operator told me there were no supervisors and complaints were only taken through email, provided in their website. After giving up on any hope of coming back to the 535sar rate I decided to cancel my ticket with gotogate. The operator mentioned that I will be deducted a cancellation fee and some service fees amounting to 600sar and would be refunded around within 3 days. I sent emails to complain, I was answered with an email rejecting to send any refunds.

I generally don't prefer using such websites to book tickets, would rather go through the airline. Gotogate is the perfect example of why you should never use websites when airlines have apps now and are just as easy to use and book. And MUCH safer.

In late July, I purchased a return ticket to Alderney from Southampton through Gotogate Travel in order to attend the funeral of a friend. The booking was made on 29 July 2019 to travel on 1 August 2019. The cost was £342.03. The airline is Aurigny. Gotogate's reference was KY4LBC - the airlines reference was LZW9Q8. For some unexplained reason, Gotogate Travel in fact booked the flight for 8 August 2019. When I discovered the error on 30 July 2019, I contacted Gotogate to change the booking. They were unable to do so given the demand for tickets to and from Alderney on 1 August 2019. As a result the ticket had to be cancelled.

At the telephone, Gotogate informed me that they would charge me the airlines cancellation fee plus £55. I protested at the Gotogate charge. Gotogate's terms and conditions only refer to a cancellation fee being charged by the airline.

On the same day I checked the Aurigny airlines website and spoke to a very kind gentleman in Guernsey on the telephone. Both sources of information were clear that, given the cost and status of my ticket, there would be no cancellation fee charged by the airline. Aurigny have since confirmed to me in writing that they have not charged a cancellation fee for the cancellation of the booking.

Yet, Gotogate have credited me with only £209.73. They have deducted £132.81 which they have pocketed for themselves.

I demand a full refund.

This is really disappointing and poor customer service of go gate. I booked a flight no. KXOIME for my mom and brother from
Nepal- guangzouh
Guangzouh-Adelaide
Adelaide - guangzouh
Guangzhou- Nepal

I got an email mentioning that return flight has been cancelled by China Southern so I will need to re schedule the flight. And I was only given 1 option which has overnight stay wait which is not good for them as my mom can't walk for long distance she need assistance and my brother is deaf. So I asked for other option and sent email several times but I didn't get any reply. Also tried to call several time but customer service keeps on transfering calls and makes stressful hold for long and don't get any solution. What is solution for this? Please reply as time is running out.

Hi

eTrackNr: [protected]
Purchase no: KUK3BD
Reservation no: EEPVJZ

I had sent a refund request to Gotogate customer care service on Aug 1, 2019. Then I got an auto-replied email from the customer care service that thry will contact me back regarding the refund on Aug 2, 2019. However, I have never been contacted until now.

I even made a call to Gotogate office in Hong Kong at 852-3008-1583, 09:09 am hk time on Aug 7, 2019. An answer that I was told was that the refund request was being processed with the airline, Air India in this case.

Now, I would like Gotogate update the status of my request for the refunds and provide me the time frame when this should be completed.

Untill now, Aug 28, I never received any update or contacts from customer care service. Do you really care customers?

Kampol Pattnapamorn
[protected]@yahoo.com

PS. I also attached the refund request and the refund document issued by Air India to reclaim the money for your reference.

Extremely disappointed with the unsatisfactory service I was given today in regards to a booking for a flight. I fly frequently and am aware how things work. I booked a flight for myself and my husband and once the booking was complete I noticed immediately that the computer I booked the flights with for some reason auto filled my husbands name from Jeffrey to Jeff. I do not know why this happened but I think perhaps it auto filled when I entered his name for his credit card. I called immediately to correct this issue and was told I had to pay quite a bit as well as send a copy of his passport and it was going to be a drawn out process that was utterly unnecessary. It was not a name change rather a name correction within minutes of the booking. After getting nowhere with the first person I spoke with I called back and got someone else who immediately said just cancel and rebook as it would be less costly. I am so unhappy with your service I will never use it again and will tell all I know to avoid as well. The only thing you can do at this point is refund the charge for cancelling. Please respond and sort this out.

My husband and I were supposed to fly on Qatar airlines from Johannesburg to London on 24 June 2019. I had an ultradistance running race to compete in. Late on the evening of 23 June I was contacted by the trauma doctor at St Augustine's hospital in Durban (my home town) telling me to get to Durban asap as my father was in total organ failure and was not likely to last more than a couple of days. Needless to say I left for Durban early morning 24th June. I booked our tickets through Gotogate and when this all transpired I could not get through to their Durban branch, so I called Qatar airlines. On the gotogate website it states that one should call the airlines directly if one cannot fly and cannot get hold of gotogate. When I called Qatar airlines, they were helpful and told me the ticket would be put on hold. Thereafter I spent an extremely difficult month in Durban nursing my father back to health. In the interim I sent numerous emails to Gotogate to see what could be done about the tickets. All replies were along the same lines ie it depends on airline policy. So I called Qatar airlines and was told that if gotogate apply to them with proof (which I have) of the situation, refund fees might be waivered and a full refund given. Again, when I tried to get hold of the Durban branch of gotogate the number kept disconnecting. I sent more emails to gotogate and was again told that they could not get a refund from the airlines. In a nutshell, after spending too much time and money on phone calls and emails to both Qatar airlines and gotogate, the result is that neither are prepared to waiver refund penalties, and if I choose to rebook, neither will waiver rebooking admin fees eventhough my flight was NOT a no show. The circumstances were completely out of my control. I nearly lost my father. I have received terrible service from gotogate, and mixed messages from Qatar airlines. I am disgusted with the lack of compassion of both companies, and STILL cannot get through to the Durban branch of Gotogate. Surely someone can compromise with regard to admin fees?

My two friends and I booked return flights from Heathrow to JFK and JFK to Heathrow back in January. We paid using my mum's credit card and a few days later she noticed the money had been credited back to her card and gotogate had cancelled our flights.

We then rebooked the same flights which were with Virgin VS2 leaving on Friday 21 June at 9am approx and returning Wednesday 26th at 10pm VS10. However when they got to JFK for the return flight, the Virgin check-in staff told them they were booked on a flight out of Newark VS3.

As you can imagine we were incredible stressed as we had to get across New York in rush hour to catch the flight. It cost us £33 each and we made it with ten minutes to spare. The only confirmation emails from gotogate show JFK as the return airport but gotogate are saying these are for the original booking which they cancelled.

I have checked my emails and they never sent confirmation emails for the second booking. I have raised a complaint with them but they have stopped responding. I have asked them to send proof of the confirmation emails and they haven't. I believe they booked us on the wrong flight especially and I think they should cover our three shuttle fares as a minimum.

Traveller names are Baylie Powell, Constance Skillern, Lara Anderson.

Please respond to [protected]@btinternet.com or [protected].

Are you able to help?

Thanks.

Hello, my booking ref. is PDPFLU. Before I chose a flight, I was searching for morning flight. When I found it, I booked it. Couple weeks ago I received email saying my flight was postponed. I did not agree so I wrote immedietlly back. Go to Gate wrote me they will contact me asap. I took them 2 weeks to respond me with so stupid answer that if I pay another fee thay might changed it. There is no result for another fee if it was change made by airline. But no one from airline company talks to me cause flight ticket was bought with go to gate. This requirement is non correct. I know it, I am lawyer. I expect respond asap. Carvanova Petra

On 2/7/2019 you emailed me and cancelled my outward flight to Canada which you said you would refund in full but I still had to use my homebound fight as it was not cancelled. 5 hours of frantic searching later and £960 I found two outbound flights. I have emailed you 20 times I have phoned you endlessly but you still have not refunded my £700 I think this is fraudulent as the mistake is yours and the more reviews I read about your company the more worried I am becoming

היי שלום אנחנו סגרנו כרטיסים דרככם לג'נבה עם טורקיש אירלינסס בטיסה עם מעבר באיסטנבול (שילמתי אצלכם עוד כסף שיהיה לפיצוי אם יהיה איחור בטיסות )

נתחיל עם זה שהיה עיכוב ביציאה של המטוס בישראל שיכול להיות שבגלל זה לא הספקנו

כשירדנו מהמטוס באיסטנבול כדי להמשיך לטיסה לג'נבה מיהרנו ללא רגע עיכוב וכשהגענו לטיסה אמרו לנו שזה כבר מאוחר למרות שהמטוס עדיין היה אבל סגרו דלתות
ושלחו אותנו לקבל כרטיס חדש לעוד 7 שעות
שמזה הפסדנו הרבה דברים שסגרנו בג'נבה לבוקר
אשמח לתשובה
קובי [protected]
[protected]@gmail.comHi Hello We have closed your way to Geneva with Turkish Airlines on a flight with Istanbul (I paid you more money to be compensated if it is late on flights)

Let's start with the fact that there was a delay in the departure of the aircraft in Israel which may be why we did not supply

When we got off the plane in Istanbul to continue our flight to Geneva, we hurried without delay and when we got to the flight we were told it was already late even though the plane was still but closed doors
And send us a new ticket for another 7 hours
That we lost a lot of things we closed in Geneva this morning
I will rejoice in repentance
Kobe+[protected]
[protected]@gmail.com
Departure: Thursday 25 July, 2019
From To Departure Arrival Flight Airline
Tel Aviv
Israel
Terminal T3
Istanbul Airport
Turkey
05:00
07:20
TK793
Turkish AirlinesTurkish Airlines
Istanbul Airport
Turkey
Geneva
Switzerland
Terminal 1
08:20
10:30
TK1917
Turkish AirlinesTurkish Airlines
Passengers
First name(s) Surname Age group Title Checked baggage allowance/Other
Michal rachel Mirsky Adult Mrs/Ms baggage allowed 20kg
Hand luggage included.
Yakov israel Mirsky Adult Mr baggage allowed 20kg
Hand luggage included.
Geneva - Tel Aviv
Booking No.: HDOAMB
Return: Wednesday 31 July, 2019
From To Departure Arrival Flight Airline
Geneva
Switzerland
Terminal 1
Istanbul Airport
Turkey
18:30
22:35
TK1920
Turkish AirlinesTurkish Airlines
Note that this is a flight with overnight stay. The overnight stay is at your own expense and is made in Istanbul.
Istanbul Airport
Turkey
Tel Aviv
Israel
Terminal T3
00:05
1 Aug
02:15
1 Aug
TK810
Turkish AirlinesTurkish Airlines
Passengers
First name(s) Surname Age group Title Checked baggage allowance/Other
Michal rachel Mirsky Adult Mrs/Ms baggage allowed 20kg
Hand luggage included.
Yakov israel Mirsky Adult Mr baggage allowed 20kg
Hand luggage included.
Payment Overview
Flight, Tel Aviv - Geneva - Tel Aviv ILS 2, 676.27
First name(s) Surname Age group Price Taxes & charges Total
Michal rachel Mirsky Adult ILS 375.13 ILS 963.00 ILS 1, 338.13
Yakov israel Mirsky Adult ILS 375.14 ILS 963.00 ILS 1, 338.14
Airhelp Plus Flight delay compensation
ILS 58.00
Check-in
Check-in - boarding card will be issued by e-mail three hours before departure at the latest.
ILS 70.00
Travel documents by post
ILS 39.00
MASTERCARD Credit
ILS 0.00
TOTAL ILS 2, 843.27
PAID
Gotogate International AB is shown on your bank statement as recipient of payment. 802USD
Passport and visa/transit visa

I called Go To Gate 3 times to change a flight from London Entebe to London Nairobi. they failed 3 times telling me there was an error with the system and I would have to contact the airline directly. I had spoken to the airline before I even contacted Go to gate and was informed I could make the changes, but only through my agent, go to gate! I was fobbed off three times with the same excuses and when I tried to point out that as they were the agent, they are the ones who communicate with the airlines...they hung up. Totally unhelpful. I did contact their airline directly, explained I had booked through Go To Gate, received sympathy and they resolved the problem in 10 minutes, thus wasting four hours on the phone to Go To Gate.

All numbers to contact gotogate are not in service. This is unacceptable when It says on my booking confirmation to contact this number for any changes to booking, but the number is out of service. So how to I try to make changes to booking? I want to change my booking to the flight the night before. Can you please advise me how I do this when numbers are not in service

I booked flights a below. I cancelled within 24 hours with Easy jet. They gave me full refund. Go to gate said it would cost me 45 pounds to cancel. They are trying to charge me 55 pounds for my son and I when the airline gave full refund. What do I do?

Paris - Venice
Booking No.: EXHV317
Departure: Thursday 01 August, 2019
From To Departure Arrival Flight Airline
Paris Orly
France
Venice Marco Polo
Italy
14:15
15:50
U24293
EasyjetEasyjet
Passengers
First name(s) Surname Age group Title Checked baggage allowance/Other
Rachael Louise Weir Adult Mrs/Ms No checked baggage.
Hand luggage included.
Kayle Robert Beattie Child (19 Jun 2007) Boy No checked baggage.
Hand luggage included.

I bought tickets to fly to israel with my teenage daughter. I have had a baby in the mean time and am trying to add her on to my booking and i keep phoning and am told i will get an email from them but it does not happen. The time is going by and am getting nervous and i tried to call the airline but they said the agent has to do it. Please please help us ! My name is Mrs Hannah Goldi Roth and my booking number is TME3T2. My order number is KW81RT. Waiting to hear from them asap. Thanks
my phone number is [protected] or [protected]

I booked flights through Gotogate and they are with thomas Cook. I have tried to book extras with thomas Cook as no baggage or seats or in flight meals. I am told by thomas Cook that they need an amendment to the order to start with the number 881 so that it can be done on their system. I have tried all weekend to get any sense out of customer services and basically they just want me to obtain these extras through themselves at double the price. Urgent assistance required

I called to regard about my refund after cancellation they advised me of the airline charge and when I received my refund they had deducted a service charge for themselves they where not helpfull at all and I don't think I would recommend them at all as at least a customer email or text to say that they will deduct money for their cancellation which is completely unfair and the fact that no one has informed me of this, I wouldn't want to be a customer who goes through continous stress trying to book flights with gotogate therefore I do not recommend them at all as a customer service group they really aren't doing their jobs.

Dear sir/madam,
Greetings!
Kindly we seeking for your kind support to solve this issue, We booked flight from Manila to Baghdad with Order number: KVR8O0, unfortunately, at manila airport the passengers were banned to travel to Iraq. we tried to refund money from Qatar Air ways but their response was :
"Kindly note that this request channel is only applicable for tickets purchased through qatarairways.com.
As your booking reference V7HJ34 was issued through a travel agent, please contact them directly as they will have access to your payment records".

** I called cutomercare before and they request for refund ticket and then on Sat 20-Jul-19 4:36 PM I received an email as following:
Dear Sir/Madam,

We have now processed your refund of 623, 94 USD.
The funds should reach your account within 3-5 business days.
Best Regards
Elias A
Gotogate

Although our booking was "2, 701" USD for 3 Passengers, so please we need explanation for the rest of refund money.
With Regards,