GoToGate
Reviews and Complaints

I booked a flight from Tokyo to Port-of-Spain, Trinidad and Tobago with this agent. After booking, the agent sent a confirmation email and then an e-ticket. Both indicated that there is a technical stop in Vancouver. A few days before the flight, I called the airline, Cathay Pacific to inquire if I need a transit Visa even though it's a technical stop. Their answer was yes, I needed one. I immediately called Gotogate with the information I got from Cathay Pacific. They adamantly told me that there is no stop in Vancouver and that I don't need to come off the plane for a technical stop even if there is one. Even though the ticket clearly shows a stop in Vancouver they kept denying that there is one and even went as far as saying when I initially booked it wasn't there and there must have been a change. This is not true. The flight is this Tuesday, July 23. I have been calling them repeatedly to ask to redirect my flight to which they kept saying there are no flights available. One agent suggested that I call the airline and find out if the have direct flights to JFK and then get back to him so he could make the change. I called the airline and they had several flights available for the same date. When I informed said agent of this, he told me that e wasn't seeing any avai flights on his end. After much probing, he then told me he would give the airline authorization to make the change for me which suggested to me that they just had to give the authorization to the airline and then I could now make changes directly with the airline. When I called back the airline and informed them of this, they told me that that was not possible. I have been looking ed to more than once by this agency and they refuse to help make an re bookings do that I could get on a flight to Trinidad. Getting a Canadian transit visa is impossible at this stage therefore it is up to the agent that I booked with to make necessary changes. It is very unfair that I should lose the money I've worked so hard for should I miss this flight. I think this agency should be shut down. They are misleading, give wrong information, lie and their customer service is deplorable. I hope you can investigate this matter.
Precious Mills-Fontillo

On May 8th, I made a booking for a ticket on 1/10/2019 from Cairo International airport to Dusseldorf, booking details are:
Name: Rola Freiga
e-mail: rola.[protected]@yahoo.com
Departure date: 1/10/2019
Tel: +[protected]
Ticket value: US$ 212.22
Kindly note that amount has been withdrawn from my account

To date I did not receive neither the ticket nor the booking reference or any details.

Kindly send me the ticket via e-mail.
Also, you can use the following e-mail as a backup: [protected]@intercareegypt.com

Appreciate your immediate action
Best regards
Rola Freiga

I booked my ticket with Gogate and paid £60 for my seating allocation. Few days later they changed my reservation and now they said they not responsible for money i paid previously and i have to another payment £60 payment for seat allocation. I mentined i already paid this amount and why your company asking me to pay it again. I talked to the Air Line and they confirmed they not recived any payment for seating allocation and i am wondering where's my money gone. Customer service is very rude and they not listing to the customers at all and i have to speak to three different support people to explaing the situvation.

Received a message about flight changes made by airline and got an offer from gotogate that they can offer me flight with exactly same flight but 1 day later than i orgibally booked . I answered to the email and agreed with the changes but after that i havent get any messages from gotogate about my flights over 36h and they are not answering to any emails and their customer servise is a total scam was at the queque for 3hours and no one dont pick up the phone. Tryed to call again after 36h the same [censored] goes on.

So i need ASAP the flight information for my both bookings Gerli toikka OXKJO5 and Sandra sofia toikka OZNKRO

Becsuse we should fly in 3 days.

And filling at gotogate website the form gettind automatic answer that they try to get back to me in less than 24 before my orginal fligts and that not ok..

I need to have conformed tickets for the 14th july 2019 flights NOW,

My Refund took more than 3 months already and they didnt reply on my emails already
Im losing patience already with this agency thay are unproffesional dealing with the customers...I keep on calling there customer care number but it seems its also a waste of money due to lots of voice promt before you will talk to the agent .. Its a rubbish fight agency

I have cancelled my flight but the company just wouldn't provide a refund.
After a lot of calls and messages, they don't even know the status of refund. iIhave asked to give me a final date of the refund, they just don't provide that. Every time they say we entertain your request only after 8 weeks.
Very worst customer care service.
It is a horrible website, Never book with them.

Despite contacting the agency numerous times, and spending hours on the line, I still didn't manage to confirm my family's return flight from Germany.
Spending hours on the phone during family vacation and customer service doesn't respond, or when finally does, put you on hold with no resolution.
Unbelievable service.
I have spoken (patiently) with their representatives, whom all promise to book the flight as requested. Nevertheless, even after over 20 phone calls, we still have no booking at the airline.

dear sir/madam,
this is to my bookings done on 21st june from your site .i booked tickets from gotogate
from kolkota to guangzhou and return.i had problems so could not catch up with the flight and cancelled the tickets directly with the thai airlines prior to the departure 6-8 hours before.
details of ticket:

Flight booking
Order number: KX1KNZ

From
To
Date
Time
Kolkata
Bangkok Suvarnabhumi International Apt
Sun 30 Jun 2019
02:00 - 06:10

Bangkok Suvarnabhumi International Apt
Guangzhou

Sun 30 Jun 2019
10:40 - 14:30
Guangzhou
Bangkok Suvarnabhumi International Apt
Mon 08 Jul 2019
15:45 - 17:45
Bangkok Suvarnabhumi International Apt
Kolkata

Mon 08 Jul 2019
23:45 - 00:45 +1
Passengers

e-Ticket number(s)
Booking Number
Airline Reference
Nikhil Mr Kedia

[protected]
JFOBIJ
TG/MJZ85Y

Sumit Mr Golechha

[protected]
JFOBIJ
TG/MJZ85y

they are refunding 3446.26 INR.

is the correct amount of refund...according to me it is 22892 INR.
PLEASE HELP ME TO GET THE CORRECT REFUND.

THANKING YOU,
SUMIT GOLECHHA
[protected]

I had booked return flight tickets from Florida to Boston by spirit airlines before my departure from the UAE to the US. I had requested and paid for an additional check in luggage through gotogate.com. They instantly charged me UAE Dirhams 324.04 for the same. However when I tried to check in online the day before my flight, I was informed by Spirit airlines staff that the payment for the additional luggage alone didn't go through however the flight ticket payment was received. Hence, they advised me to pay 42 US$ for each trip. So, I had to pay US$ 84 in total using my other credit card. I had sent several e-mails to gotogate.com including my boarding passes, my bank account statement showing the amount paid to spirit airlines. They promised to look into, but never replied except automated e-mail messages. It makes me sick to realize how we innocent people get cheated by these online air travel agents. I would better recommend anyone not to use these online websites for booking tickets since their core value of business is deception of the passengers where no one can question them or contact them.

I have booked a return flight from Prague to Catania through Gotogate and was told that at a later stage I would be able to add an infant (since my child was not born at the time I only booked for myself and my wife). Following the birth of the child and therefore knowing his date of birth and exact name, I started the process of adding the infant to the flight (at least 1 month prior to the flight). Gotogate told me it was too early to do so and not to worry it would be done.
Meanwhile they charged me 69.00 GBP admin fee.
As the date of travel approached and I had no information from Gotogate, I started to call them regularly (2 times per week). It was always the same story "its too early, don't worry it will be done"...as we approached the last week prior to travel, my calls became more frequent and I was always guaranteed it would happen in the next few hours or the next day. Of course no sign of this being done came so I continued to call. The last 3 days prior to the trip I was calling them 3 times a day sometimes being on the phone for more than 30 minutes (on international calls). One and a half days before the flight I received a call from them saying they cannot add the infant and I should talk to the airline. I of course knew this was not possible as I had tried in the past and the airline confirmed that since the tickets were purchased through an agency that they could not do anything and it was the agency's responsibility. Gotogate of course denied this and told me to talk to the airline. This went back and forth at least 4 times and ultimately the airline suggested I cancelled one of the passengers and re-booked with the infant in the booking. The only thing they could help me with was to split the booking in two to help the agency handle it better.
Gotogate refused to cancel and re-book for me and ultimately I have asked for one passenger to be cancelled and of course they would provide no refund for their negligence.
Now, if I am lucky, my family will travel together but it will cost me an additional reservation for a return ticket of more than 300 Euros.
These incompetent and completely unhelpful people should not have a license to issue air tickets!

I booked return flights from Prague to Lisbon, one booking via Skyscanner.

I got the following email from GoToGate 6 weeks prior to departure:

-----

Dear Sir/Madam,

Unfortunately the airline has cancelled the flights CSA 711 .
We have been in contact with the airline to ask for alternatives but unfortunately they have no flights they can offer you. Therefore we have to cancel the whole booking and give full refund for the whole ticket to you (including the confirmed flights in the booking).

Before we can proceed with the refund, you need to reply back to this e-mail that you have received this information. The money will be refunded to the original form of payment. Please note however, that a possible paid credit card or bank payment fee will not be refunded. The refund process takes 2-8 weeks depending on the airline's handling procedure.

We sincerely apologise for the inconvenience this will cause you.

-----

Let's leave aside the ridiculous "you have to reply to us" and "2-8 weeks for refund".

Based on this line - "Therefore we have to cancel the whole booking and give full refund for the whole ticket to you (including the confirmed flights in the booking)." - I proceeded to rebook my trip with another company.

I then get an email stating that one leg of the journey is classed as a separate booking and remains in place so I have now spent additional funds unnecessarily.

Complete scam company, avoid like the plague.

We just bought flight ticket (qatar airways )from istanbul to manila for honeymoon .Somehow my name duplicated on passenger area and my wife 's name was appear on given order. Qatar airways told us we cannot change name and call your agency to change your name so I called customer care of gotogate (UK) and they kept me on hold twice which made 15 minutes in total and they told we cannot update your booking and offered to cancel as non refundable. Anyway we could not go to honeymoon and complaint to qatar airways . Guess what was answer of qatar airways gotogate is responsible for reservation.when i called again gotogate (Turkey ) they even could not provided solution about our issue and they offered to cancelation with cost 425$ per person which is over than our ticket prices.
When i asked customer support advisor even he did not share my booking details and said your passport number starts with an A. ..which was not correct
No solution provided by gotogate and qatar airways except costing for cancelation and new booking with 10.000TL

About my refund it's been 3 months and 9 days ago I canceled my ticket and until now I didn't yet get my refund there is no one can help us
On 28 February I am traveling from Islamabad to ercan but problem happens that time between Pakistan and India then all airlines stops
So then my visa finish so I should cancel my flight if I don't have visa until now no refund nothing Gotogate.com is looking fake now I been using a lot that but now I know
PNR: JJSDEP

Supersaver is a brand under the Etraveli Group, based in Sweden. Online customer feedback in their thousands demonstrate that this company's customer service is extremely poor and unresponsive, and they regularly withhold customer refunds as standard business practice amongst many other things.

You can complain to the CEO of Etraveli Group via email address: mathias dot Hedlund at etraveli dot com, the CFO is: henrik dot wetterdal at etraveli dot com, Head of sales is: andreas dot marquardt at etraveli dot com. You can also complain to the company owners at: gmartinlof at cvc dot com.

You can also complain to the Swedish Government agencies about this company, who are well aware of them, at: Annika dot stenberg at bolagsverket dot se, also: konsumentverket at konsumentverket dot se, and: Marcus dot Isgren at arn dot se. The Swedish Government Minister for Business can be reached at: Ibrahim dot Baylan at regeringskansliet dot se.

I have just booked a flight and need to cancel it. I have no received a booking reference nor an email confirmation and had to rebook my flight.

I am trying to get you over the phone … got on the phone with your company and
I am currently recording the conversation an sending it to my lawyer and online to report your fraudulent act of taking by bank account details and not delivering.

Thank you for calling me back asap [protected]

Purchased ticket online Booking # EERB3T- Narita to Manila, Order #KV8PMH, April 13 2019. When they arrived to narita the agent say that the purchased decline my family don't have choose to buy another ticket for the flight. But when I checked my bank statement they already charges me for the first online booking that I made. I try to email the customer services but they told me that I need to pay for cancellation fee $91.00CND each person. and until then no action and refund I get.
This kind of company should be CLOSE and they are FRAUD...

BJHWPC / 26Apr19 [eTrackNr:[protected]].
My round trip booked with the above reference number was cancelled due to the problem with Jet airways. GotoGate could not re-book flights for me even though I was flexible with my dates and offered to cancel and provide refund. Gotogate confirmed that the refund will be made in 3-4 weeks. However, even after 6 weeks now, there is no update. Gotogate have stopped responding to my emails.

Kindly assist in getting me a refund.

Thank you

I booked an iernal flight in Brazil on the GOTOGATE website . 2 weeks before the flight was due i finded out, by chance, that my flight has been cancelled. I phoned GOTOGATE that confirmed the cancellation and advised that a full refund would be due as soon as the airline advise them .

It has been 04 months and i have not received any refund

Booking number VZNGYI

Made a flight reservation today under my first name which is different from that on passport. Agent I spoke to completely ignorant and unable to make the name change or give me any information about it. Redirecting me to the flight operators to make the change. Phone flight operators who said unable to name change as would breach data protection, and that it's travel agency: GotoGate who need to make that change. Called again informing her what the flight operators have told me, only to be told same story: she cannot make any changes to my reservation. Asked about cancellations, and told same thing, she cannot make any changes. Did not give me info about cancellations or fees if I were to cancel, or the procedure to cancel booking. Asked to speak to manager, failed to pass me to one, asked about complaints procedure failed to provide info, asked what is her name, she put me on hold, and only after repeated requests told me her name. She kept saying she is trying to help me, I said : you are not, as you are not answering my questions. Have tried to call them repeated line engaged for a very long time, no response. Have written email requesting name change. Waiting for reply.

Flight company cancelled their flights and gotogate is not proving any alternatives. I contacted you to report the issue with my ticket 2 months back and it's not solved yet.

GotoGate should not exist as a business in the customer centric world. My calls to your call centre is placed in queue for more than an hour and no response. Have been mailing to your customer more than 2 months and no response. Now when I try to reach your customer care, I am always connected to the wrong department although I entered the correct options.
If luckily i got connected then after listening to me for sometime funny enough then you start pretending like you don't hear me. seriously.