GoToGate
Reviews and Complaints

I recently had an experience with Gotogate that left me feeling frustrated and cheated. I had gone onto Skyscanner's website on January 28th, 2020 to look for flights for my upcoming trip. I found that Gotogate had the cheapest fare for the dates I wanted to travel, so I selected the flight, dates, and time that I wanted and proceeded to payment. I paid ?102.23 and checked the ticket's dates and times before purchasing it to ensure that everything was correct. However, when I received the confirmation email from Gotogate, I was shocked to see that they had issued the ticket for a completely different date than the one I had chosen. They had chosen a departure date of February 26th and a return date of February 27th.

I immediately called their UK number to try and resolve the issue. The Gotogate customer representative told me that I should contact Norwegian Airlines as they were the ones who had issued the ticket. I contacted Norwegian Airlines and the customer representative was happy to refund me under their 4-hour rule. However, when he asked me to confirm my credit card number, he read out a different card number than mine. This was because Norwegian Airlines had the Gotogate card number on file. The Norwegian Airlines customer representative advised me to contact Gotogate and get the refund from them.

I contacted Gotogate again and spoke to a manager who promised to send me an email confirming that they would refund me the full amount. However, I did not receive any email from them the next day. When I called Gotogate again, another customer representative told me that I would need to cancel my ticket and that there would be a penalty of ?55 for cancellation. I was angry and frustrated, but I agreed to cancel my booking. However, my booking was not even cancelled.

Over the next few days, I contacted Gotogate 4-5 times, but they still did not cancel my booking or issue a refund. I was back in London on February 11th and called them immediately. I spoke to the manager again, who understood my frustration and promised to cancel my booking and issue a refund. However, while he did cancel my booking, I still did not receive a refund.

I continued to call Gotogate on February 14th, 17th, 18th, and 19th, but still received no response or refund. Finally, I contacted their head office, Etraveli, and even emailed the CEO, Mathias Hedlund. I also made a complaint to Norwegian Airlines, Skyscanner, and ATOL. I even contacted some newspapers and law companies.

I found out that another passenger in Ireland had a similar issue and took Gotogate to court. I am willing to do the same if I do not receive my full refund. In my opinion, these people are cheaters and I would advise others not to deal with them.

I have just booked 4 tickets from gatwick to krakow on the august 7 to 12 august through goto gate. Paid via paypal and we chose to do it over 3 payments and they have taken the first payment and then the flight page refreshes and says price has increased with new price then says please pay again even thou it had taken £178.00. We have no booking info as page refreshed and no email and it is the correct email address

Ibiza to Menorca via Mallorca flight was booked in November, travelling in May, I went to Ibiza airport to check in and was informed the flight “didn’t exist”

Contacted GoToGate and they said the Airline had cancelled my flight, I then spoke to Air Europa who informed me the flight details had changed and GoToGate had neglected share this information with me so subsequently missed my flight, GoToGate say it’s not their responsibility to inform me of such changes, however they app clearly states that once you’ve booked the ticket they will keep us updated on changes!

Missed my flight and had to book via a different airline. 8 hours later, ruined my journey and missed family celebrations at a wedding.

My order number is KZN5WY. Oman Air cancelled my flight nearly 3 years ago. I have contacted both Oman Air and GOTOGATE over 100 times yet no one deals with it and tells me to wait. This company is crooked or inept. Probably both.

My flight was booked for 30 June 2020. Booking reference number QYVTKH. The responsibility lies with my agent, but GOTOGATE has told me that they are not proceeding any further to get my $5919 refund.

I booked a flight for myself and family (6people) i received my email with tickets for 5 people only. I called CS and they confirmed there mistake. Tried to add thebother person but could not fix it. She told me she had to cancel my flight and i would receive a full refund in 1-2 weeks. That didnt happen. Gotogate said they wohld have to charge me a cancellation fee and takebitbout of my refund. I wasnt having that as it qas not my mistake. Ive called everyday. Ive asked to speak to supervisors as i get different incompetent agents each call i make. Ive had no call back no email no info. Here i am 4 weeks later still calling for my refund of £3000. Run terribly ive been stolen from. They have stole my money. DO NOT USE THIS AGENCY!

I have been waiting for my refund since last year. July 2022.

They have asked me for an additional £84 in order to receive my full refund of the ticket.

They said that the airline is holding the money, which is not true. I have been to the airline's office and they clearly showed me proof that they never even received the money for the ticket.

What is going on?

I really can't describe how I am unsatisfied with your feedback and the very bad customer service overall in your agency.

I have sent multiple and on daily basis complaints regarding the flight company canceling my tickets and I am requesting you to refund me for a very long time you're requesting me to contact the air flight to put a remark on my reservation stating that they are agreeing for the refund to be processed.

while you are the one who supposes to contact them, I have called the air flight company and they did so and they confirm so.

Then I came back to tell you as per your request, you're denying this and I can't reach or solve my issue.

I will keep complaining worldwide till I get my money back, simply you're a not trusted agency to book through. and I will keep emailing you till you get back to me with a suitable solution for both of us.

I booked a flight with GoToGate. My flight got cancelled. I requested a refund. My account on GoToGate shows the refund was processed on 2/15/23. Today is 5/3/24. I paid via electronic means. It should not take this long to refund me via electronic means. GoToGate will not accept phone calls for refunds. This is horrible customer service. I would like my refund now along with 2.5 months interest. My booking number is PS4PGZ.

On April 13,2023 a United Airlines flight my wife and I were booked on was canceled due to the FLL airport closed due to heavy rain and flooding at the airport. We attempted to rebook a flight via another airport - West Palm Beach. Unable to rebook due to nothing available that fit our schedule. Subsequently, we weren't able to take the return flight. United Airlines told us we could get a refund, but when United learned we had booked the flight through Booking.com they told us we had to deal with Booking.com for a refund. We contacted the Booking.com Service Center (GoToGate), and explained the situation. The response was they had no record of the canceled flight so we weren't due a refund. It was very difficult to understand the broken English of the person we talked to. Why wasn't GoToGate informed of the cancelation? I told the service representative we could email the needed information documenting the cancelation and were told it wasn't necessary. We have contacted United Airlines Service Center asking for a explanation and were informed that it could be weeks to get a response. That sort of answer is an obvious stalling tactic.

Flight info: William Robert Harris II, Eva Kathleen Harris, United Airlines Flight - Denver to Fort Lauderdale, April 13, 2023, Booking ref. M8W9HX, Ref. ID 83D450C, Customer ref. 40-[protected]. We need a satisfactory response from Booking.com and United Airlines

Incorrect refund issued following flight cancellation, admin fees retained incorrectly.

Nearly 12 months following initial booking I still don't have an answer to the breakdown of the bill and refund, and keep getting fobbed off.

My case has been referred to their 'concern department' and the fare breakdown request is with the 'finance team'. This has been the case since December.

The amount I am asking for, that is my money, is a minimum of £42. Technically it should be £68 as I don't see why I should pay them an admin fee for them to give me my money back when my flight was cancelled - surely any admin fee for refunds should be taken up with the airline.

That being said, the difference in admin fees is £42 that they owe me, allowing them to keep their admin fee regardless.

Last February 14, 2023 I booked our flight to Melbourne. We (my parents and I) will travel from the Philippines to Melbourne with almost 6hrs layover in Singapore.

On my first booking, I only added 20kgs of baggage into our booking, but I realized that our baggage allowance wouldn't cover our baggage when we came back to the Philippines. So I decided to book another order to Gotogate since I already booked our flight with them.

Our second booking was made last March 8, 2023. I added 32kgs of baggage for each of us and added 3 meals for our flight. I paid the order once I received the payment link. A representative of GoToGate even sent me an email of confirmation with a list of items of my order with it after the payment.

The exciting part was when were riding the airplane (Jetstar), the stewardess didn't serve us with the food we order. We even ask the stewardess, but refused and told us that our names were not on their list. We ended up not having any meals.

After the incident, I tried to contact Gotogate to confirm our baggage allowance for our flight back to the Philippines (Cebu Pacific) since I worry that the booking did not proceed but the customer representative cannot provide me with the complete details. So I ended up coming to the airport just hoping that there will be no trouble with our flight that night.

On the day of our flight, while checking in our baggage, the airlines were not accepting our baggage as they are not informed regarding the booking. They tell me that the booking was not forwarded to their end, hence, we cannot proceed with the check-ins.

I was devastated that night, we are left 2 hours before our flight and no one is with us to pick up our baggage because my sister cannot come on time to pick up our excess luggage. It was only 30 minutes left before our flight when we decided that one of us should be left behind in Melbourne just to be with our luggage.

My father volunteered to wait for my sister's arrival to pick up the luggage, and possibly his as well because he cannot make it on time. FORTUNATELY, there was a delay on our flight. He made it just a split second before the gate closes.

On our plane, just to make sure, I ask if our names were shirt listed to pax with meal allowance, but there was no surprise that we were not listed.

That was an epic adventure. I hope that it won't happen to anyone, so don't book your flights with GotoGate.

Hi

Trust you are well and blessed! Please find attached as requested. PLEASE come back to me as soon as possible. I really cannot afford this amount.

Return Flight – R 1437 – 03
Booking No. Johannesburg - Durban EVBIQ5
Booking No. Durban - Johannesburg UH6Q04
Order number M76OP0
Order date 21 Apr 2023.
One way flight (SAFAIR will be cancelling same and credit your account whereupon you will need to pay me back) R570-99
Booking No. Durban - Johannesburg 4HZ7OH
Order number M76R8M
Order date 21 Apr 2023

First, I never booked from this website and decided to booked after saw sign of "24 hours cancellation" on their website. I booked 2 trips for next year. In one of the trip I noticed that I didn't add my middle name. This is the start of I found out inconsistency in their customer service. I called many times and each saying different answers to the same question. I provided them copy of passport and paid extra money ($45 their fee + $30 airline fee) So far I waited for 2 weeks but my middle name not added yet. Their excuse is my travel time still far ahead. My point is, doesn't matter when is my travel time, the moment they charge mr credit card someone needs to work on it.

Secondly, since I found out this company not trust worthy I made cancellation on my other trip. In order for me to made cancellation that they advertised free for the fisrt 24 hours, I need to call multiple times and of course given all different answer. The employee tried their hardest not to honor. I was directed to call airline directly, then inform that its not refundable, anothet call just simply got hang up. After trying may be the the 15th times the worker said will refund me with cancellation charge $45 per person. There's 4 people in one reservation which is I paid and they not even made payment to airline yet. This company promising free cancellation within 24 hours and had charging $45 per person not per reservation which is not as they advertised.

Hello sir

I booked my ticket by myself, through atm card, this is not any travel agency, I did not book from any travel agency and bought the ticket myself through drictly your website. I am using my atm card, something is problem that way already cancel my ticket 4 april 2023. My question is when I refund my money on my atm card, already I will inform indigo airlines, please cooperate with me.

Pnr — wrzltz

Please give me some information

Sitll not money has been deposit in my account,

Thanks

Hi Team,

I booked a round trip tickets from Kuala Lumpur to Chennai on 26th Dec 2022 through GO TO GATE. On 31st Dec 2022, I cancelled the return flight from Chennai to Kuala Lumpur and requested for refund.

I have been contacting the customer service day and night for more than 3 months. First few times, received automated response saying wait patiently. Then, I was informed by the customer service agent that the refund request has been sent to Indigo Airlines and waiting for their response. Third time and fourth time also the same, saying that they are still looking into the refund. When I asked the agent to escalate this case and he hang up on me and no response.

The chat service is also keep on disconnecting saying, "chats waiting so we are disconnecting”.

The status of the refund in “MyBookings” section is also not updated. The last update was on 31st Dec 2022 (the booking cancellation date).

No refund has been issued until now.

Regards,

Gowtham

+64-[protected]

On 24/3/23 I booked a return flight for my daughter from London Heathrow to Cape Town. The quotation for KLM Air came to SAR8640.00 which I attempted to pay by Mastercard credit card. My bank notified me of an impending charge of SAR9911,12 which I had to autherise. A few minutes later another billing was attempted for SAR48292.36, both of which I rejected as being incorrect.

I consider these charges to have been fraudulent or, at best, misleading. The company address at the bottom of the page reflected as Uppsala, Sweden, which is not the Corporate HO as per their Website.

I have booked 3 round tickets to Kuala Lumpur from belgium through GO TO GATE the flight was canceled within 1 hour due to technical problem from their end and after they have deducted 2660 EUR from my account and I keep on calling the customer service day and night no reply except that we are still looking into the refund no refund has been issued and nothing is happening it’s frustrating.

Please help ,

Sandra

I tried calling customer service many times, to reschedule the booking but they say the airline is not giving the price and the technical team needs to contact me. Im not sure how many days I need to wait just to reschedule a flight. If booking.com cant help even with this then what is the use? I'm seriously disappointed with booking.com and will not use it going further and will recommend all my friends to not sure this site anymore for any kind of booking.

No response till now and everytime the each customer agent tell me a different answer and completely guide me wrong .

I literally wasted a lot of time trying to talk to them but still the same response.

I booked a round trip flight in Dec,2022 from Williams Lake to Vancouver with Pacific coastal airlines (btw worst airline ever). I travelled one way and the other one was cancelled by airline. It took me couple weeks to contact the airline and then GOTOGATE through which I booked my ticket. Airline issued the refund to gotogate and on Jan 29th, 2023 I received email that your refund has been issued and should be in your account within two weeks. Its 2 months now and nothing yet. Whenever i try to contact them either they hang up or disconnect my chat and end up saying check with your bank. I am still struggling to get my refund back.

I brought and paid for 4 tickets to new Zealand At the beginning of January 2023

The tickets were cancelled within 5 minutes of receiving the payment of £6,595.46 I have contacted Go To Gate on a number of occasions they have said there is a technical issue with refunding the money. They have had my money now for nearly 2 months. They cannot explain what the technical issue is.

I even got told in the 2nd week of Feb that the money would be refunded by the end of the next week which never happened. I have just got of the phone from goto gate and they are still saying that it is a technical issue but can't tell me what the technical issue is.