GoToGate
Reviews and Complaints

They tried to force me to pay a fee of 81 cad, which is higher than the ticket price of 65 cad, for cancellation within 24 hours of booking. Then they don't want to cancel the error one but they tried to pass their responsibility to the airline while the airline told me it's Gotogate's responsibility.

Gotogate Order number: LYXPRA, Airline Booking references: 3G4KTB

I have called nearly 15 times to go to gate for changing the return flight from Sydney(AUS) to Ahmedabad (IND) and they transferring me from one staff to another by saying I am not relevant person to do this job in the end I get frustrated by talking multiple person and explaining same thing again and again. I want make return journey on 29 January instead of 14 January.

The simple act of changing 6 bags that were shown as booked one way and no bags on the return leg of the journey was beyond the capacity of all the people that I conversed with over the course of 10 separate telephone calls. I reached out to the booking.com partner (gotogate) to deal with an issue where the flights that were booked through booking.com from Manchester to Trondheim for 3 people using Norwegian was showing 6 bags and none on the return trip. All the people that I spoke to, failed to understand the issue and repeated what I already knew. Then over the many conversations during which I had to repeat the issue and seek to adjust the baggage, I was asked for proof of payment and after chasing this, they 'raised' a support ticket. I had to chase updates for this ticket over the next 6 phone calls, reaching desperation during each call. Finally, they sent me a link where I could add 3 bags for the return trip, ignoring my repeated request to adjust the 6 bags to the 3 bags for each leg of the journey. How do booking.com justify using this absolutely abysmal customer service, when the booking.com process is excellent?

On November 12 I was planning a trip to visit my son in Madrid for March. I was planning the trip for my entire family and bought 6 airline tickets. I bought the flexipass just in case for all 6 tickets. Right after I pressed place order, I realized I mistakenly bought tickets to Milan instead of Madrid. I quickly (30 seconds later) called the company to request a change in flight from Milan to Madrid and after being told we would have to pay $200 more per person, we got disconnected. When I called back, they told me that the offer did not exist and that I could not change my flight, that the flexipass was only for the first leg of the trip and not the second. Usually companies have a 24 hour byer remorse policy. This company refused to exchange, refund/ rebook or work with me in any way shape or form. I have 3 people in my party that are over 70 years old and traveling is not easy for them. They had no sympathy and would not work with me at all. I am extremely disappointed with this company. I will never use them again and I warn everybody against using them. I spent over 2 hours on the phone to no avail.

The issue that I have experienced was: Amount is not refunded even airlines transfer the cancellation amount.
It occurred on: 2022-09-26
This meant that I am paying my credit bills with interests more than what I spent. As I got met with accident unable to travel. it is effecting my finance.
I had attached proofs of Oman air refunded to gotogate.
I want my refund soon
I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.
Yours faithfully,
Venkateswara rao Kadiyala
Booking Reference LPPFYX

On June 20, 2022, I made a reservation for 4 people traveling from Fort Lauderdale to Puerto Rico (Locater #HIZJKT-Spirit Airlines).

Unfortunately, my sister-in-law who was one of the travelers (Cindy Gines) received news that her mother would not live pass July 29th. We were forced to cancel our trip. Her mother passed on the 29th of July.

In the conversation with Go to Gate I offered to send them Death Certificate and they said it was not needed. They would go ahead and cancel flight. They also directed me to call Spirit Airlines for a refund of $500.40 they charged for a deposit. Go To Gate offered "Affirm" financing. We applied and got approved the remainder of the balance.

I was told by Go To Gate that by canceling the reservation we would not be charged any further monies by Affirm. A month later in August Affirm charged my bank account. I have tried for months to call Go To Gate and they send me back to Affirm. I called Affirm and they said Go To Gate is responsible. And now affirm has reported me to the Credit Bureau for not paying something I do not owe.

I booked a return Jet Star flight through Go To Gate on the 15/5/22. Due to a change of more than 24 hours by Jet Star I decided to cancel my flight and request a refund. I did so first through GO To Gate and after an initial attempt by them I was informed that they were unable to do so and I would have to contact Jet Star and attempt to organise that through them.

On the 7/11/22 I contacted Jet Star was was informed that they would refund my flights for the price I paid and on 8/11/22 I received 2 emails from Jet star through Go To Gate informing me that I would be refunded for my flights one for the flight to Australia from Japan totalling AUD $642.49 and the other to Japan from Australia Totalling AUD $612.96. On 21/11/22 I contacted Go To Gate to receive an update regarding my refund process and they informed me that the refund from them had not begun yet as I needed to request a separate refund through them despite them informing me that Jet Star was going to refund me. I requested a refund on that date and according to the booking account on Go TO Gate on 23/11/22 they began their refund process. I have contacted Go To Gate several times since that date but am told that they are unaware of how long the refund process takes and are unable to give me any further information. They have said that I will be contacted by their refund department.

As of today 13/12/22 I am still waiting for my refund.

I purchased a ticket from GoToGate with Turkish Airlines and Oman Air. On the day I was supposed to fly, there was a technical problem with the airplane and the flight was delayed from 9 pm to 5 am on the next day at. Given the circumstances, and the necessity for me to be in New Delhi on Sunday (as scheduled) and not Monday (as it would have happened), I could not get on board of the 5 am flight, nor I could rebook the tickets since I had to coordinate the dates with other people. Therefore, I contacted GoToGate and told them about the case and that I was not going to fly. They reassured me that since I was not going to fly and it was the airline's involuntary cancellation of the flight, I was going to get fully refunded. I called more than twice asking what I needed to do on my end to make sure the ticket would be refunded and they said that it was all in their hands and that they were going to contact Turkish Airlines to coordinate the refund. A few days later I receive an email from GoToGate that since I cancelled the ticket there is no refund when in reality this "cancellation" was not my voluntary choice but it was a result of the technical problem with Turkish Airline's plane. When I contacted Turkish Airlines staff, they told me that the ticket was still open and that is why they haven't issued any refund but even though the ticket was open GoToGate claimed that since they have cancelled on their side, they cannot rebook it. Right now, when the ticket is still open and I have clarity about the dates I want to rebook it to, GoToGate refuses to help me make use of it. This is incredibly disappointing situation where neither I can use the ticket I paid for nor I can get any refund. On the phone, I was reassured twice that if I choose not to fly since the new timing did not suit my schedule, I was going to get a full refund but it seems like this was also a lie since the ticket remains open yet unable to be used. GoToGate representative never introduced me to the scenario where the ticket remains open or the option of rebooking later on. I feel like I was tricked into believing that everything would be alright if I choose not to fly but in reality I was ripped off.

As per email I received my fight was rescheduled so they offered me either refund or rescheduled. I choose to refund. For last 2 month I have called them so many time every time I call them they sad I am eligible for refund. Today when I called them they put me so many time for hold and transferring from one person to another. Every time I was transferred I was asked same question. One person say i an eligible for refund another one ask me to call airline. What’s the point I am going through agent if I need to call airline myself. So anyway I call them with the reference number that they gave me which was wrong. So airline Fiume through ticket number. Surprisingly as per airline there was no rescheduling happened that day and no refund was requested. Now airlines can’t refund me fully because there was no rescheduled happen. This is so wrong who is paying my money now and I want gotogate business reported and let people know they are scammer

On 26th of April 2022 I booked a return flight from Brussels, Belgium to Komatsu, Japan. The ticket had additional insurance, two suitcases and was a flexible ticket. Traveling between December 1st 2022 and February 28th 2023. This flight was canceled on the 4th of November by the airline company Japan Airlines without any reason given. GoTo Gate offered me a refund or an alternative flight itinerary.

Since this is a business trip in the framework of a Municipal exchange of high importance, I confirmed the adapted flight intinery offered through email by GoToGate on the same day.

I received an email on the same day from GoToGate telling me to check my flight details on checkmytrip.com or tripcase.com, without a new booking number and could not find my tickets. 3 days later on the 7th of November I received another mail that again changes had been made in my reservation and that I had to call them (!?) to see what to do about my ticket.

Between 7th of November and today 25th of November I have called with the contact center on the 7th to obtain a new intinery and get confirmation from their support team witch should take max 4 days as they told me on the phone.

On the 14th of November I called back since I had not heard from them and it seemed this adapted itinerary from the last call on the 7th of November was not available anymore, hence they gave me an alternative itinerary (on very inconvenient times) that the support team would once again arrange.

No news after 8 days I contact GoToGate again on the 22nd asking for a supervisor and an immediate confirmation of my flight itinerary with booking details ready for check-in. After being put on hold multiple times I was told my case was high priority and the support team and itinerary team was working on it. I called back the same day in the afternoon asking about an update and was told to wait again. The 24th of November I called the contact center again and demanded to speak to a supervisor since this situation is ludicrous and extremely incompetent, a supervisor was not available and a callback within 24h would be arranged. I did not agree and asked to mail me the latest itinerary with a confirmation of the callback and hung up the phone. 24h later today 25th of November I have had no callback so I took a contact with them again; I was transferred from contact center to customer service team to schedule change team after being put on hold for in total 15 mins. I was told to wait and that a special team with specific software was working on the rebooking of my flight. I demanded to speak to a supervisor, who was not available but has all my data on his desk and would call me back very soon. I demanded to speak to him and obtain a new flight confirmation with all the necessary booking references to proceed to check in or I would take legal action. The response was that they escalated it again but still to wait and when I asked a time, wasn't possible but very soon, I then asked a time frame but again the answer was "very soon".

An hour later and "very soon" has passed, as is my temper and patience.

I demand an immediate response.

We booked a ticket from Belem to Sao Paulo ( brasil). The airline changed the ticket so we needed to rebook, The airline refunded the ticket to go togate. The send us all we asked. They refunded this on the 9th of august.

Until the day of today go togate is still escalating it to their financial department but we didn't receive the money back. The airline provided the state of payment the made with the ARN number. Goto gate received that amount but refuse to pay us back.

Hello,

I am very concerned how this company can charge 3 flights on the same day to the same person on 3 different air lines?

On August 9,2022 Denis Vogue booked a flight using GOTOGATE online. He is 76's. Trying to book a flight goingto Calgary to Ottawa. (Got togate) has three flights (LQU2KA-LQU32K-LQU6TB) booked. Air Canda flight was the one that he did fly on. The other flights were booked on US dollar with West Jet and Flair.

He called (Goto gate) as he received an email for the three flights, He automatically called to cancel, and they said it was after 7pm and couldn't get through. He called the next morning August 10 and spoke to an agent and the said he couldn't cancel. The female agent said it was after midnight and was quite rude. She said she would just cancel them all. He wanted the Air Canada flight not to be canceled. Once again that flight being the one that he flew on. He was very upset at the difficulty he was having. He is not savvy booking flights,

So, when I heard what was happening and was concerned and could not image someone talking advantage of him. I called an agent after waiting almost an hour about before talking to someone. I explained to the male agent that these flights were not acceptable on his credit card, and it should be canceled. I went over the flights with him and after explaining everything he said they would be canceled, and Denis's credit card would be refunded. The credit would take a few weeks. He waited for the refund, and it never was done to this date.

I have been on the phone for hours trying to get this resolve. And to this date the two flights have not been credited. I do not think this is expectable. Please review this file I am surely you keep records of your calls. I am very disappointed in this agency. You are more then welcome to contact me.

Sincerely,

Bridget Givogue

[protected]

Provided no service

Airline canceled all flights on my travel date. GotoGate never send me an email notification. Airline does not have my contact info to notify me of changes. I found out from a friend taking the same flight. When I call to rebook, they said I need to call airline myself. Airline refunded in full, per airline website, to a credit card own by GotoGate. I call GotoGate for the refund and they are changing a $40 processing fee for the refund. I never received flight service, dealt with changes myself. What service did GotoGate provide?

I booked my ticket as buisness class in Qutar through gotogate.

They send me economy ticket. i called the customer service and they said It’s a business class ticket not economy and i asked the proof so they send me same booking document again as economy ticket. called again to agent and now they said it’s a economy ticket. Not sure who is right. it’s been 22 days still not get any answer from supervisor. Everyday they have same answer, your case is escalate and you will get call from supervisor. you need to wait. Not understand how long yo wait. Very rude answer from customer service agent and hang the call while you speaking.

GOTOGATE IS A SCAM

On Nov 7, 2022, I called Gotogate to rebook my travel and was transferred to ELEVEN different representatives before I hung up from a TWO HOUR phone call. This all comes from an email I received on Oct 10 (email attached) saying: 'Your flight with thebooking number XXXX is now cancelled due to a schedulingchange"- this was for travel from LA to Tokyo from Nov 10-25. Iwas given the option to request a refund, which I did. On Oct 31 (email attached), I was emailed saying the refund was rejected because the flight only changed by 15 minutes. Gotogate told me it was cancelled - they did not in any correspondence tell me there was a 15 minute change. So, I called today (Nov 7) to rebook the flight. I was transferred to"Customer Service"to the"Scheduling Change Team"to the"Backend Team"to the"Frontline Team"back to"Customer Service"and then back to the"Scheduling Change Team" and so on as so forth. Eleven times and they were ready to transfer me to person #12. It definitely seems like a company tactic to avoid helping customers. I asked to speak to a supervisor and was put on hold and transferred. One person hung up on me and I later received an email saying we got disconnected and he tried to call back, but there was no callback. The last representative told me that I cancelled my flight and there was nothing they could do. Again, I asked for a refund first and because I cannot get that, I would like to rebook. I have spent $959 for this airfare, which was originally purchased in Nov 2021 (then changed due to COVID and Japan's borders being closed.) At this point, I don't know what to do. This company is 100% scamming me out of $959. I want my money back.

I purchased the ticket from Brisbane to Hong Kong transit Port Moresby on Gotogate on September 23, 2022. On October 10, 2022, I received an email from the airline（Air Niugini） telling me that my flight had been changed and I could not board. So I immediately contacted the customer service of Gotogate to help me refund the ticket. The customer service said that they would tell me the information within 5 days, but I have called more than a dozen times in the past month and they still can't tell me the result. They kept me waiting. It's been almost a month since I applied for my refund, I have to plan for my next trip and I want my refund. Hope you can help me, thanks

I purchased Flights from Gotogate website on November 14, 2021 for a flight that departed on Dec 30, 2021 (flight ref #33F5M).

My flight was cancelled and since them I am unable to get my refund despite the fact that I bought an insurance with my ticket.

I have called more than 25 times and each time, they claimed they were waiting on the check info from the airline despite me providing it to them multiple times.

The initial date is 08 November as you can see on the ticket, I would like to change it on 23 November, I am ready to pay an extra charge for the rescheduling(the airline confirmed change possibility with 40 Euro penalty).

E-ticket with all the necessary information you can find attached .

Hope for your soonest actions and support!

Both of your support phone numbers +[protected] or +[protected] are unavailable, it's already more than 3 days that I'm trying to contact for rescheduling, I tried to call accountable times no result

My flights were cancelled because of industrial action. The airline advised I contact the booking agent.

I had to call 5 times to resolve this issue and it is still not resolved. My account details have still not upgraded to the new flight details.

The call centre staff provided incorrect information, sent the wrong information, did not understand simple questions, were unable to provide timescales to when things would be completed, were rude, and were unable to escalate to supervisors/ managers when requested.

All in all it is the worst customer service I have ever received from a company.

Also there is no link/ email to escalate complaints

09/02/2022 - Booked tickets to Brazil on 26/12/2022 - 17-/01/2023

09/02/2022 - 19/10/2022 the agency has cancelled our booking 3 times.

04/11/2022 - final call before official complaint, Gotogate Costumer services hung up the phone on me.

During the above dates I have called the company more than 20 times requesting clarification and confirmation of my booking and been told that I have to wait as the airline are not confirming the tickets.

I then called on the 19/10/2022 to understand what was happening with the tickets as I started to get worried. I was then told I needed to pay 26.00 pounds for the rebooking fee and as such I paid that amount. Shortly after this I received emails from them that they have started the process of refunding me.

I then checked the airline website with the airline ref number Gotogate gave me and they stated the flights don't exist and I needed to contact Gotogate, I did and they hung up on me.