GoToGate
Reviews and Complaints

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.

It is impossible to speak to anyone as you are placed on hold and then after a certain amount of time it automatically cuts you off. I wanted to make a change to the flight i had booked - they wouldn't allow me too so i had to pay for another later flight which has now been changed to the exact same time as the one i booked originally! And now i cant speak to anyone about it. Awful. so stressful and a complete waste of money.

I was going to pay my monthly bills from my bank account. There appeared a charge I did not place... Jun 01, 2019 317866 chk preauth sig gotogate inc. Miami fl [protected] 317866 -534.37 316.16
I call the us phone number that goes to new york
+1 646 558 7089 (united states)
A foreign voice answers. I explain the problem. I am told to go to the online site and give them a copy of my bank account... Not doing that.
So now I am short money to pay my bills, and my debit card is frozen

I bought a flight Bologna-Brussels-Lisbon on the 9 May 2019. Gotogate charged twice for the same flight. I submitted a webform immediatelly and after some insistence they replied asking for my credit card statement, which I sent and clearly showa 2 purchases with the same amount to GoToGate. They have different dates because one was registered on the 9th May at 23.51 and the other at 00.05.
After this, Gotogate replied my request was sent to another department and after that, no more feedback. I submitted more.complaint forms and even called them, spending 10€ telephone for nothing.
This was Gotogate mistake and they just remain somente, it's the worst travel service provider i ever used.

I booked a flight with go to gate, booking number P4DKW2. The timing for this flight changed and so I requested a refund. I was emailed saying that this could take up to 4 weeks. 5 weeks have passed and I have not heard anything from them and when I contacted GoToGate they stated that it might take up to 8 weeks now.

They refused to let me speak to a supervisor or escalate my refund. I require the refund to make an new booking for a different flight.

I then wrote a formal complaint on their website, they responded saying that they would get back in touch with me on the 18th June. This is one week after the trip.

I would like a full refund as soon as possible please.

Thank you

This people is a scam. I booked them a flght last January. ANd the flight was delayed and cancelled but I really have to be in New Zealand that time. I called them and told about the scenario in the airport and ask for options. They said I can booked any ticket I and they will refund my money. until now they havent return it. I keep emailing them and calling but they just keep transferring me to other customer service and dropping the call. I just want my money back.

One of my flights booked through GoToGate was cancelled. The company didn't notify me - luckily I noticed this myself. I've emailed and had no response. I've called over ten times and been on hold for up to 2 and a half hours. The number they provide is a UK number and I live overseas so it is very expensive for me to call. Really frustrated and disappointed.

We bought the round trip flight tickets for five people from Hong Kong to Casablanca with Gotogate on 22 Dec., 2018. We will set off received an email from Gotogate dated 12 May 2019 saying that "there is flights changes, if the new schedule is not suitable for you a full refund of the ticket is also possible (less credit card or internet bank fee)." We were informed to reply to their email within two days. Therefore I made the request to cancel the booking on 13 May 2019.

Since we got no reply, I sent the email to ask for them but in vain. I called the customer service twice, their staff told me they would transfer my call to another person, then my phone got cut off.

Then we received their another email saying that my original flights are again operating with the minor time change. But we have purchased the round trip flight tickets with other airline. Up till now we haven't yet received their response. We can't get our refund.

Our Booking number TKPTYY
Our Order number KSK4E6

Thanks & regards
Corrina

Hi to whom it'll concern!
My name is Aliaksandr Dasko.
On May 15 I did submit my order on the international flight LAX - MSQ ( Confirmation KW1YJB ) flight NIAGVS.
I did pay in full and based on approved transaction, I ordered my hotel and car at my final destination, did set up a business meetings at reserved business arena, provided info about it to all my customers.
The next day, I received a letter from your website that my reservation is cancelled and you'll reimburse the amount that I paid for my air tickets.
I was extremely disappointed with the service you provided. Who'll reimburse the inconvenience with all reservations that I've done based on confirmation letter from your website.
Please contact to me about compensation resolution of this inconvenience. Hope it could be done promptly to satisfy my customer rights.
Thank you in advance and hope to hear from you ASAP.
Here is my contact info : [protected]@yahoo.com
[protected]

The most disgraceful "travel" company I have used. Words cannot describe how horrific the service I have received. I booked a ticket to New York in January 2019 and there was a slight surname typo on the confirmation of the ticket. I have continuously called almost daily since then to ask to have the name amended. Initially they said there is nothing they can do and cannot provide a refund. I then called up Virgin Atlantic directly and they said they don't know what the big fuss is about, they do allow name changes for a fee but the agent has to do it as I booked via them. I then called up Go to gate and reiterated that they can make a change but will need an authorisation code from Virgin Atlantic which they need to request. The call centre staff are clueless and do not care about customer service whatsoever. I managed to speak to the "supervisor" and he said I will receive an email with the name change confirmation and a link for payment - this was 2 months ago. I have been calling the call centre almost daily in order to receive this email so I can make payment but all they give me is a flurry of excuses, "we will send it shortly", "you will receive the email in 2 days", "you will get it soon" The most recent one is "You will receive it in 4 hours - be patient". That was 4 days. I am due to fly out in one week and 4 1/2 months later I am in the same position. The call centre staff are the most rudiest people I've ever spoke to, it is obvious they don't care as they are thousands of miles away in India. It's got to the point now that when I call up after waiting for sometimes up to 60 mins on hold and give my reference number, they hang up on me. This is not a company, they are scammers. Stay well clear. I made a huge mistake by not researching the company before I purchased my ticket and now I'm suffering the consequences. Don't make the same mistake as me.

I have attempted to book flights via skyscanner with gotogate on Thursday 9th May, the screen crashed or system during payment and no details were sent.
I've later received an email to ask me to continue with booking.

The amount of £577 was pending out of my account after speaking to 2 call operators they assured me it wouldn't be taken and refunded within 24 hrs.

The money has now been debited and no refund has been issued, I have made several calls and have got no where I would like I managers response with in 24 hrs.
I will then form a formal complaint to abta.

Julia Baxter
[protected]
[protected]@yahoo.com

Hi, I truly hope this will help getting to get the attention from gotogate. We have been trying to get support from gotogate but so far not helping at all. Gotogate 24/7 phone line service is not real. I have called at least 10 times and waited for so long with no one picking up the phone (at least 2 hours at one time). Email contact is super slow and not very responsive.
We booked 4 tickets to japan from us - booking number is krt1cx. Found out there is a minor typo on my husband's name. Nguyen instead of nguyen. Thru email, gotogate informed that they cannot make correction and could only cancel the flight with no refund and rebook which could cost us $2000. I called singapore airline myself and they have told us what gotogate informed was not correct and should not have to cancel as they see its a minor typo. They informed us to have gotogate call them and ask for waiver to have name correction and its a simple process with no charges at all. Singapore airline also tried to do three-way conference call with gotogate but no one pick up the call.
I have email gotogate again letting them know what the airline told me and ask for support but still have not yet hear back from gotogate. The travel date is getting close and I am super worry and not sure what else to do since the communication with gotogate is so frustrating.
I truly hope this board can get gotogate to communicate with us soon. Greatly appreciate your help here.
Gotogate has our contact information and our email is [protected]@yahoo.com
Thank you,

Thi tran, california, us.

I booked a ticket flight for my friend using qatar airways and I already insert all the detail correctly but I just want to add for the first name only. I already contact qatar airways for the name and they give permission to add the name. So gotogate have to re-issue back the correct ticket but now I tried to call gotogate so many times but there is no answer. Omg please gotogate fix this.

I didn't received any refund from gotogate tell today.
The call center is miserable, no support at all, I ask to give me the transaction reference number to check with my bank, they don't know anything.

* message from 11apr *
We have now processed your
Refund of gbp241, 92
The funds should reach your account
Within 3-5 business days.

Hi,
I bought flight ticket but not receive confirmation email but credit card already success. maybe wrong email address (typo error). my email address is [protected]@gmail.com if wrong please correct & send again. thanks

1. muhammad illaham bin ishak
Klia - moscow
26 july - 22 august 2019
Flight - air astana
Price : rm 3061
Date of purcase : 13 may 2019 1am

I need it very urgent because for visa application.

Thanks
+[protected]

WE ordered 2 flights tickets to Santiago Chile for the 23.4.19 and back to Tel Aviv on the 6.5.19. Due to medical issue we cancelled the tickets on the 30.3.19 and I also provided you medical certification. The support department promised to refund the payment until the 26.5.19 and you haven't refund the payment until today. When I called to the customer services you answer me to wait another 3 weeks.
It is huge amount of money.
Please I asked you to take care of that issue and returned the money as soon as possible.
Booking number -LBJJHU [eTrackNr:[protected]]
My name is Yoheved Hagay and my husband name is Zion hagay

I booked a flight through goto gate on the 17th of January 2019 at 17 55 pm flight booking number was KT3WUI THIS FLIGHT WAS CHANGED SLIGHTLY so I go the new time . And everything was confirmed so I got to Heathrow went to air China desk to find out my flight had been cancelled because goto gate had not booked it in time my self and Mr stewart from air China called goto gate and we was both hung up on it had no alternative but to book a new flight with Thai airways at a cost of £989.02 with resulted in me having less money for my holiday I would like a full refund for both flights my name is Ian Martin Kirkham my phone number is [protected] my email is [protected]@Gmail. Com thank you today's date is 5/5/2019

I bought 2 airline tickets with the airline Avior, in the name of Eliana Aguilar (CXGYVT) and María veloz (IWOEEW). We communicate with the page or travel agency where kayak address is purchase called Gotorate to the number +16465587089, which was requested to release the tickets so that Avior can make the modification of the passenger mode of protection for having canceled the flight and place it in a new flight with a new itinerary, and Gotorate does not provide a solution, does not release the tickets that are controlled and that does not allow the Avior system to issue or modify the initial tickets and has the customer unhappy and unable to do nothing to take the flight, I thank you for helping this agency to communicate with the airline and solve this problem, where the client has no way to do anything to solve and that is the problem of the travel agency Gotorate, Kayak and Avior.

Hallo, I have asked for refund due to the fact that the timeschedule of our flight has been changed significantly (booking attdps and osg1rl, passengers tomas wolgemuth, michaela mikulica) on 10.4.2019 and did not receive any refund so far. After checking with ryanair directly - they informed me that they already refund the amount on 10.4. And advised to contact you direclty to check the refund. Could you please check this query? Thank you, tomas

I booked this flight on March 21st
Gotogate Info Fri, Mar 22, 2019 at 11:31 AM
Reply-To: Gotogate Info
To: [protected]@gmail.com

Zboruri Hoteluri Închirierea de mașini

Rezervare zbor Order number: KUNSYC

De la La
Data Ora

Bucharest Otopeni Apt Warsaw
Thu 11 Apr 2019 05:35 - 06:25
Warsaw St Petersburg Pulkovo Apt
Thu 11 Apr 2019 10:55 - 13:55
St Petersburg Pulkovo Apt Warsaw
Wed 17 Apr 2019 14:40 - 15:45
Warsaw Bucharest Otopeni Apt
Wed 17 Apr 2019 22:45 - 01:30 +1

Pasageri
e-Ticket number(s) Booking Number Airline Reference
Codrut Alexandru Mr Serban
[protected] OI77BJ LO/OI77BJ
Violeta Ms Serban
[protected] OI77BJ LO/OI77BJ

Very soon I receved a message that the trip was CANCELLED"due tu UNFORSEEN EVEN", an alternative route was offered, but in another day, out of our visa validity.

From:
Date: Thu, 28 Mar 2019, 6:01 pm
Subject: Serban/Codrut Alexandru Mr 21FEB2020 Ref:OI77BJ
To:

This is your updated itinerary including additional service product information. Have a nice trip!
.

.
Your trip Booking ref: OI77BJ Check My Trip

Document Issue Date: 28 March 2019
.
.
Traveler Serban/Codrut Alexandru Mr Agency SVENSKA RESEGRUPPEN
Serban/Violeta Ms Box 1340
751 43 UPPSALA
Telephone +[protected]
Fax +[protected]
.
IMPORTANT MESSAGE FROM YOUR TRAVEL AGENCY. THE AIRLINE HAS
CHANGED YOUR FLIGHT TIMES. IF YOUR NEW SCHEDULE DOES NOT SUIT
YOU PLEASE CONTACT US WITHIN 5 DAYS WWW.FLIGHTSCHEDULECHANGE.COM

******************ATTENTION*************************
***ONE OF YOUR FLIGHTS HAS BEEN CANCELLED***
***TO CONFIRM NEW HOURS OF YOUR TRAVEL***
***PLEASE CONTACT OUR CALL CENTER***
***PH:+[protected] OR +48-22-577-95-73***
***SORRY FOR THE INCONVENIENCE***
************************************************

********** MESSAGE FROM 28MAR **********
DEAR SIR/MADAM,
YOUR BOOKING IS NOW CANCELLED
FOR ABOVE MENTIONED PASSENGERS,
DUE TO THE UNFORSEEN EVENT.
WE WILL SEND A REFUND APPLICATION TO THE AIRLINE.
IF THE REQUEST IS GRANTED, WE WILL REFUND THE TICKET PRICE.
WE DO NOT REFUND POSSIBLE SERVICE PACKAGE.
THE REFUND WILL BE MADE TO THE ORIGINAL FORM OF PAYMENT.
WE WILL DEAL WITH ALL REFUNDS IN THE ORDER WE RECEIVE THEM.
THE HANDLING TIME IS CURRENTLY AROUND 2 - 4 WEEKS.
WE CANNOT BE HELD RESPONSIBLE FOR ANY DELAYS.
OF COURSE WE WILL DO OUR VERY BEST
TO GET YOUR REFUND TO YOU AS SOON AS POSSIBLE.
YOU WILL RECEIVE AN EMAIL WHEN THE REFUND HAS BEEN PROCESSED.
.

.
Ticket details
E-ticket [protected] for SERBAN/CODRUT ALEXANDRU MR
E-ticket [protected] for SERBAN/VIOLETA MS

Customer service said that we would receive a refund in max 3 weeks, but after many calls to customer service, I was told that our refund was not processed "due to unforeseen event".
So I will forward the issue to the Customer Authority in my country, do you have any other suggestions about the possibility to solve the issue (namely to recover the amount for our cancelled flights)?
Thank you