GoToGate
Reviews and Complaints

So me and a friend and another group of two all booked flights using Gotogate to LAX via Skyscanner, to be told 10 hours later that due to an technical error the bookings couldn't be completed. Now you've said the bookings were cancelled an hour after we made the initial bookings, yet took another 9 hours for you to inform us that we'll be getting a refund due to this "technical error". Funny thing is after talking to your completely incompetent customer service, that said there was nothing they could do about amending this "error" and that'll we'll be refunded after 24/48 hours of the cancellation, which I don't believe after reading the endless comments online and on this site, I was still able to book the same exact flights not only on your website but direct on the airlines website also. Funny that isn't it! Honestly I've used Gotogate a lot in the past but after this I'll never use your service again and will never recommend you to anyone that's breathing. If I don't receive my money by 48 hours I'm going to report your company to my bank for fraudulent activity and also be reporting you to the relevant trading standard body. Cowboys at their finest!

Air Astana flight from Bishkek-Almaty-Delhi is not flying till 31st May 2019. The flight i booked is on 18th May.
I am unable to reach you over phone and couldn't find an email address as well.
A full refund will be issued by the airlines so please refund my booking.
Name: Sudhabindu Das
My email: [protected]@gmail.com
Please help me, i am a student.

I wish to receive an answer in connection with the inconvenience produced by your website. Ater 17 hours of flight from thailand to romania, I had to stay 8 hours at otopeni airport bucharest, because in the mail sent by your company on 12.04.2019 and 13.04.2019 write that the new flight shedule from bucharest to cluj napoca is 12.30 pm and not 10.15 am, as it was when I bought the ticket. At otopeni airport, I showed everyone and all the counters your email and I found out with astonishement that at 12.30 pm there is no flight to cluj napoca, and that the next flight after 10.15 am that I lost because of your mail, was only at 18.05 pm on the date od 14.04.2019. I had by=uy a ticket of 70 euors for that fllight. Please, do all steps to return the money 70 euors and gie me some moral damage for what you did n the date of 14.04.2019.
I remind you that in the year 2018, when I bought a ticket from bucharest to cape town, I bought also a ticket for the taxi in cape town round trip, from and to the airport in cape town, but when I got there I learnd with astonishement, the act that in cape town there is no the taxi company mentioned on the voucher and the phone numbers (5 phone numbers on the ticket) were actually telephone numbers from the 7 points of the planet earth. Shame on you! I will also write at the your office at gotogate because it seems you are not willing to solve the problem in romania.
Puiu ligia

Order code - KTJGF9 from 27 February to 8 March - flight to Bangkok via Moscow.
Reservation was made for me and my friend Mr. Sasson Kahlon
My friend's mother was in poor health, and due to the health condition of my friend Mr Sasson Kahlon,
we purchased a flight ticket with an option to postpone the flight in case of emergency.
On February 25, the mother of Mr. Sasson Kahlon has died. I called you and asked to postpone the date of the trip. Your representative was courteous and asked for anextra price to redeem the date change. We agreed to an additional payment. the representative said that he sending us a debit link and we had to enter the credit card details. We did it' but it didnt work. transaction but we did not receive a code from the credit card company. I spoke again with your representative and I repeatedly received a link and again did not help. I talked to your representative over and over again and I got a link back several times. I have made over ten attempts with six types of credit cards: mine, my friend's, my son's, and my friend's son's.
When I saw that it did not work, I called your representative again and allowed him to give him my credit card details and charge the same card that the original order was made. The representative claimed that he did not have such a possibility in the system, so I decided to go alone and cancel my friend's card because it was clear that he would not arrive. I asked the representative why cancel by telephone is possible and change date with credit card is not possible, he could not answer this question. The next day I called again to complain to you, Suddenly he told me that there was the possibility of making a change and they really sent me a link and the change worked right away. I asked to change my friend's flight
And I came across a refusal.

In conclusion :

As I did and under the same conditions.
would like to receive a ticket for my friend exactly for the same dates
fot following reasons:
1. I purchased insurance and could not activate it because of a fault on your site.
The fact is that I tried a lot of times and it did not work, the next day it did succeed with the same card.
2. I canceled my friend's flight because I had no choice. I did not have 24 hours to make a change.
I preferred canceling so that you could get a refund from the airline and not to cause you damage.
3. You are a big and respected company, I want to continue working with you.
I do not want to write bad comments on you on various tourist sites
I would like to consider my request gravely.

please contact me
[protected]

Regards
Harel Meir

Dear,
It is to inform you that i have contacted Etihad Airlines Customer Support Service, They said to me you can change the name correction upto 3 alphabets free of cost from the travel agency.
kindly correct my daughter name from "Hsim" to "Haim" having Passport number: M12576393 . It is requested you to correct the spelling and re-issue the ticket and email us the E-Ticket.
Thanks.

this message I sent 1 month ago. but name was not changed. Plz change...
my reservation number is P8KYO7 [eTrackNr:[protected]] and order number is ku2l7n.
with regareds..

from choi dongsug
x

I have purchased my ticket with (gotogate) through sky scanner website, I have missed my going flight (the first part) of the ticket on the 14th of march 2019, and since that day I am trying desperately to reach gotogate to help me, and they are doing nothing but asking me for more money or even ignoring my calls or emails, I had payed almost 150 $ international calls on them... Only keeping me on hold, they asked me for more money (penalty) to open my return flight status to be able to travel (attached the payment receipt) and nothing was done but giving me more stress and panic, they told me after the payment that it was opened! And after I went to the airport on time to catch my flight... The airlines told me that they did nothing and they should rebook me another flight which they didn't,... When I called gotogate they kept claiming that the airlines should do this.. While I was in the airport. And the airlines were confirming positively that they can absolutely do nothing cause all the control on the agent's side and my ticket is not valid to travel (please check the attached chat with emirates airlines), I was so torn between them both everyone is putting blames on the other and each calming not responsibility! So I was not not sure who's responsibility was it? I got so crazy stressed and panic at the airport from all of this, my trip was full of worries and stress all the time, it was a nightmare! And as I was contacting them and the airlines all the time nobody did anything for me! Which was more disappointing, I had to pay more money for another ticket to return to my country after gotogate agent told my brother on the phone that they will give me the money for the ticket back! And now after we had this deal they send me an email that I should write a claim.. And in another meaning they are ignoring my right to have the money back! I don't understand how could you deal with such a company like this, I sent them like 6 emails now since I got back on the 25th of march! And never heard from them again... They don't reply my emails since, and accordingly they will not give my money back! I think it's hurting your reputation a respectable company like sky scanner with this great history to deall with this company? That was so unacceptable for me, I would kindly request an answer, I trusted your website and therefore trusted this company, how could you deal with such untrustworthy companies like this. Please I need a solution for my case and I need my money back! This is not acceptable for me! I payed lots of money, I payed the ticket price twice! And I was not able to use anything! And I got zero service with lots of stress and worries, I hope you get back to me very soon and find a way out to get my money back and have a proper compensation for all the damages that was caused for me.

Please reply me back on my email ([protected]@hotmail.com)
Thanks & best regards,

Last Friday, I reserved a flight for me and my husband on GoToGate site and received by email the confirmation with the reference nr. PQYTHY and the amount of 1602, 99 € was taken out of my bank account. Some hours later, I received an email from them informing that due to "technical reasons" my reserve was cancelled and that I would be reimbursed immediately. Three days after, I have not yet the money on my account. I have already informed the bank that this was a scam and that they should sue GoToGate for fraud. Ihave already sent three messages without any answer from GoToGate. I informed them if within 6 hours I'm not reimbursed I will complain of this scam to the police and I am going to divulge in all possible sites the type of company they are.

To whom it may concern,
My booking number is WKV97A . My name is Rachael and am one of the passengers on the trip booked yesterday on My Trip .It is a return flight from Penang to Johannesburg .I received confirmation of the booking the same day(7.4.19).But got an email today(8.4.19) saying that it has been cancelled due to technical reasons.I need to know what the technical reason was as i do not want my booking to be cancelled again .Is it because the connecting flight is not available?Route problem?Airline issue like no flight available on that day.Please specify as i need to travel on those dates.Thank you

Good morning,

Booking reference : UMCYFT

My name is Alain Ménargues, I am a French citizen, and I bought on the 25th of December 2018 a business two ways ticket on Uzbekistan Airways : Bangkok-Tachkent-Paris, Paris-Tashkent-Bangkok.

I bought the ticket on line, reference UMCYFT, going to Paris on January 25th 2019 and coming back on February 12 2019 and paid to Gotogate an amount of 1990, 70 USD dollars, debited on my account the same day.

On January 20 2019, I received an email from Gotogate informing me that the airline has cancelled the flight, that Gotogate has cancelled my booking and that Gotogate is going to give me full refund for the whole ticket on my credit card, the refunding process taking 2-3 weeks.

After one month, as nothing has been refunded, I send back an email to Gotogate. "You should wait" was the answer.

I send back another email one month later, and then again recently but getting always the same answer : we have escalated your concern to the relevant department, we request you to wait more.

Since I have been waiting for more than three months now, I called yesterday your customer service twice. Every time, I had somebody to listen and to tell me he/she is going to put me through the relevant department. I've waited for 30 minutes every time, while calling from abroad, but nobody answered.

This is becoming disrespectful and doubtful. Why aren't you refunding my money after three months and a half ? How long should I have to wait ?

I am expecting an answer as soon as possible please. Starting to think to get an attorney to handle this matter.

Hoping Gotogate will stick to its reputation and refund people who paid for nothing.

Thank you for your prompt response,
Alain Menargues

I have booked tickets to windhoek and back as a presenter of a course. Air Namibia changed flight times. I communicated to them andcthey were willing to send my agent a notice for 100% refund. I had to arrange it with Gotogate, but the order was sent by the airline on my gotogate booking.
I held on tor 50 min, 45 min and then 80 min on my cellphone for assistance. Still nothing! In a week I have send kore than 5emails. Replies were not honoured or gave me a dat of reply long after flight drpartures? There is no service at all! It is ridiculous. They want one to give up and loose 100% of the money

Booking number ls468i
Booking number lqcfmd

I have booked two round trip tickets from gotogate from hk to toronto (via shanghai) for me and my son on 30 jun 2018. We arrived the airport 45mins before departure on 18 july 2018 but the gate has been closed.

Airline told me they can put us on the next flight to shanghai without any charge but later realised my ticket was purchased through agent and all changes must go through agent.

So I called gotogate before the departure time for flight change. The staff told me he has changed the ticket status and "authorised" airline so airline could change it beacuse agent claimed they are not able to make any change.

I called airline again and found out it was a lie. Then I called gotogate to clarify and they insist they cannot change my flight. I told the staff to wait and do conference call with airline.

When I was calling airline and put gotogate on hold, gotogate hung up. Later airline waited on the line for me to call gotogate again.

Finally when we were all on conference. Gotogate said they can change ticket with a fee. After airline drop the line, gotogate kept saying the fee would be very expensive and asked me to purchase a new ticket.

For the whole time, I was hopeful that tickets could be changed but after multiple calls the departure time of my original flight and the next connecting flight to shanghai has been missed. If gotogate has not misformed me since my first call I could have changed the ticket before the original departure time and caught my flight from shanghai to toronto!

Gotogate first quote the fee for exchange / refund (same cost) was hkd8000+handling hkd750 per ticket for no show which I did not agree.

I had purchased new tickets to continue my trip, so I had time to check with airline before I get back to gotogate.

It was then airline confirmed that change before flight departure is only hkd1600 and after departure is only hkd2400. Only either one will be charged.

I called gotogate to enquire the fee details again and the staff told me the previous staff has misquote the fee, it should be hkd4000 + handling fee, when demended a breakdown, he claimed both no show and exchange fees must be charged and it is demanded by airline and if airline advised me differently, they need airline to add remarks on my ticket to state it.

Airline staff told me that they are cs only and cannot add remarks to my ticket. I emailed airline client care but they were not able to help as tickets were purchased through agent. Finally, airline refund service confirmed that my tickets are refundable with hkd2400 fee and happy to refund the difference if gotogate are returning less to me because (according to gotogate) airline has charged them both fees.

It had been extremely frustrating dealing with gotogate cs who did not want to help or resolve anything!

I thought that was it and finally refund both tickets.

The refund of my own ticket (booking number lqcfmd) was requested on 15 jan. Refund confirmation has been received on 28 feb, stating that the payment should reach my account with 3-5 business days.

Since early march, my enquiry of refund payment status has been going circle. When I demand for transaction record gotogate simply said they provided no such thing and asked me to check with the bank, without any reference number. As of today (27 mar 2019), the payment has not arrived and gotogate has asked me to check with the bank and wait because it "will arrive anytime".

The refund of my son's ticket (booking number ls468i) was requested on 15 jan. Refund confirmation has not been received!

Multiple emails has been sent but gotogate kept saying it has already been refund to me. This time, without actual refund, bank slip, even refund confirmation stating the amount of refund.

Moreover, I have informed airline re my ticket and airline has paid me the difference (approxhkd1438) and sent me a refund receipt within 5 days.

Although the payment has been already returned to the credit card gotogate used to purchase my ticket through airline (ends with 7794 as listed on air canada refund receipt and purchase record)

It is not the same credit card account I used to purchase my ticket through gotogate (visa card ends with 1409).

Airline advised some agents used their own card to purchase ticket and they can only refund to that card. I have raised another case to gotogate for extension.

The order number is KTTV9Q. The passenger needed to cancel the ticket for the return flight due to the urgent bacterial infection. She booked the flight back to Hong Kong this Thursday for the treatment. Because it is a urgent matter, I am not happy that the airline put a large cancellation fee which put the financial stress for us. I would like you to speak to the airline company to see whether they can cancel the fee and give me the refund asap.

Hi, I have bought a tickets flight from Tel Aviv to Barcelona and back. Confirmation no. KUBRT0. I have paid 44 € for a bag. For the first flight with Arkia, the ticket was including 20Kg bag so I didn't need to pay. And from Barcelona to Tel Aviv the flying company didn't receive the money so I needed to pay Extra 80 € for the bag. I want a refund for the 22€ I have paid for the bag from Tel Aviv And for the 80€ from Barcelona to Tel Aviv total 102€

Booking ref r7ely3 I'm going to keep messaging you until you actually accept the fact that you have not fulfilled your part of the contract we entered into when you said you would sort out the flights with Turkish airlines. 
I had to do the leg work, not you. If I had left it to you it would NOT have been resolved. My husband and I had to drive 140mile round trip to go to Turkish airlines desk to get the issue resolved because your staff said Turkish airlines weren't being helpful and were taking their time. Please explain to me then how when we went to the actual desk, they changed the flights for us without hesitation and were dumbfounded at your actual inability to provide a decent customer service. Please refund me my £19.99 now

My name is Philip Amanortey Agbetiameh, contact no. +[protected]/ email id [protected]@yahoo.com, I make a booking on the 25th of feb. 2019 the ticket was not confirmed but my money was taking from credit account. The booking was made for Sylvia Adden
I make several phone calls and was told my money will be refund within 3 working days but up to date my money is not refund

I Search flights to athenes through Skyscanner which affilate to gotogate, an online web/travel agency. I Made a mistake on the return flight (pm/am mismatch). I saw that within 5 minutes from order and send them cancelation or achange to other flight. They replid no can do.. you will pay the full amount. I called them and gat the same answer ovrr and over . I had to buy 1000 euro tickets back. I tried my way throgh the airline it self and find out that a change could be maid for only 40 euros penalty ! If only i check that before instead of lisetning to go gate. I tried many emails and disputes with gotogate .. nothing will applly. Just get automatic blah blah.
My name is gary mor . The booking num of the return flight is Ncpgt8.

Hi, Last night I checked the site for a ticket from Bucharest to Timisoara, the site said the ticket is 8 euro, I have confirmed the rezervation, when they told me that the tickets is not 8 euro anymore, but with 16 euros extra, they asked me if I accept it or decline, my credit card info were already there, but I declined, and pushed the cancel button. This morning when I checked my back account, the 22.92 euro amount was charged even though I did not authorisezed it.
Nr.reservation Bucureşti - Timisoara F49HJT
Number order KUENPZ
Date order 11 Mar 2019

I would please want you to refund my money for the ticket I didn`t accept it.

Hello.
My name is Laypsker Irina. The order was made on my father's name Ishay Goziket +[protected]
On February 27 2019, I tried to book a ticket from Tel Aviv to Moscow.
When I proved the payment, I received a massage that something went wrong and I have to try again, what I did. Then I found out, that you sent me 2 conformations, and I had to pay twice.
I immediately called to the customer service, and talked with Mr Sagar.
He told me that I have to pay a cancellation fee of 200 shekels. I don't understand why I should do this if it wasn't my fault. I did what the website asked me to. I didn't order another ticket.
I often used your website before and was pleased with it.
I ask you to check my situation and refund me the cancellation fee.
The nomber of the order is : KU3XIM
Booking: VEYFKF
Thank you.

Hello, i've canceled 2 minutes later a flight with the specific information the ticket number:[protected], book. no/air. ref. jr47gk /gf/uamkbo with the passenger name of mr abou dihn amro, denaturing in 27 june and return in 7 july beirut - bangkok round trip, through gulf air, i've contact the office in uk and inform me that a specific amount will return in the next two weeks, i've been trying to communicate with the customer service for the past week but without any respond, can you help me please to know an answer?

Thanks

Dear sir

I have cancelled the booking on 25 th dec 2018 and till now have not received any refund for the cancellation.

I am requesting you to please organise to refund the amount due to me. below are details of the booking

Gotogate [protected] sa.gotogate.c swe
Flight booking order number: kscnx3

From to
date time

chennai
bahrain
fri 28 dec 2018 21:25 - 23:50

bahrain
riyadh
sat 29 dec 2018 02:30 - 03:45

Passengers
e-ticket number(s) book. no./air.ref.

venkatraman mr swaminathan

[protected] njhodl /
Gf/dpemgk

V swaminathan mob : +966 - [protected]