GoToGate
Reviews and Complaints

I've booked for me and my 3 daughters to travel on 2/11/22 to new york from Heathrow on united airlines. I got confirmation of being on flight out at 12pm. I sent flight details to my sister so she could join me. My sister booked onto the flight. When I went to check in, only the return flight was there. This was confusing and initially gotogate could not explain... Simply advising me it was "complicated". Goto gate told me the airline had cancelled. They could not provide any further details of whether I could still get an outward flight. They said they would call back but did not. I called united airlines. They sent me details of my new flight at 910am. However I subsequently realised the 12pm has not been cancelled as my sister is still on this! I have checked on the United website and with their customer service- both confirm 12pm flight is still on! . Customer service at United told me to go back to gotogate. They told. I am e, treme that if is the travel agency (gotogate) that have cancelled my booking on the flight. I have contacted them twice, waiting in long queues to be told the matter has been escalated and I will get a call before my flight. I havnt and I fly in 2 days. One of my daughters now can't travel because of the change and my sister is on a completely different flight. Gotogate are not being honest and not trying to resolve this. It is extremely upsetting and stressful. I can't get a refund got my daughter and I now can't travel with my sister. I am extremely worried I won't get there at all and that my daughters will be disappointed and my money will be lost. The matter is not being taken seriously

I called them last night for the 30th time and again somebody has offered me to put me in a new flight but still I do not have a confirmation or email saying you ara working is solve my problem which was caused for you faulty system and one of your agents processing the cancellation of my flight ticket.

This week has been a nightmare for me and I need to take that flight as with my partner arranged all for out holidays and he is still on the first booking we made.

Your agents cannot lie to me the way the did without any prove of what they said more than the recorded phone calls.

This is making me think the worst. I cannot afford another flight ticket and Go To Gate is responsible for the faulty website and the agent who cancelled my flight without contacting me first to be sure of that. That is the way it should be I was told for many other agents.

Please I need somebody solving this big issue.

Hello,

I booked a flight from Lisbon to Bucharest via Naples on 29th Oct from Gotogate. Ref no LUMPFN. First leg of the trip was operated by TAP Portugal and the one from Naples to Bucharest by Wizz air. TAP Portugal cancelled their flight on 29th oct and tried to forcefully move me on flight to Naples on 27th oct. Unacceptable, taking into account that I am only flying to Naples for my connecting flight on 29th Oct. I can not be expected to fly two days earlier, book hotels and taxis on my expense for a TAP Portugal fault. Also TAP has a flight to Naples on 28th Oct, TP 0882, but they are refusing to make that change saying they only have tickets left in the business class. They also have 3 connecting flight s to Naples on 28th oct. I have contacted Gotogate and TAP and been on the phone for 6 hours with both companies without a proper solution. Gotogate is only talking about requesting a change flight from TAP but NOT really doing anything about it and asking me to wait for 24/48 hours. My flight is in 3 days! I need an immediate change to my flight to Naples on 29th oct or 28th oct. There are plenty of flights to Naples on those days. Gotogate and TAP need to take responsibility for this mess up. Thanks.

Hello , in April of this year I bought 6 airline tickets through Skyscanner that took me to Gotogate. I bought 3 normal Tickets and THREE FLEXIBLE TICKETS for my college aged kids that couldn’t tell me at the time when they would be in finals . At the moment I knew the dates , I got in touch with Gotogate to ask that my FLEXIBLE tickets be changed . This was around Sept 3rd . I have been calling daily . A month and half have gone by , …and they still haven’t been able to change my tickets . I called with months in advance as to make sure there are spaces . I’m desperately worried they will not honor my flexible tickets and my kids will miss their uncles wedding .

On the 26th of September, I booked a return flight from Geneva to Addis Ababa from Go to Gate. I've received an email from them informing me that the booking has changed with a link to change my tickets. The web link leads nowhere, and the contact number is non-existent. When I use the Ticket Code from the Airlines, it shows the option to change my booking, but the first flight goes only until my connection, Istambul. It means they haven't booked the whole flight I paid for. I've been trying to contact the company for days and sent them an email explaining what is happening, but the only response I get it's a phone number that doesn't exist. I've tried paying for a Platinum contact service to contact them quickly, but it seems like an extra scheme from this company. It looks hopeless trying to call them, and they don't provide effective customer service. It's four days before my flight, and it seems like they won't give me a solution until then, forcing me to book another ticket and change all the plans and appointments I have arranged previously. I strongly advise people never to use this company, it is a big fraud, and they make it impossible for you to have a solution on time even if you book the extra services.

8/sept/2022 my flight left birmingham airport, destination. Mytililni airport, I had connecting flights x2. The complaint I have. My journey was supposed to be — depart bhx 06:05 arrive via brussels and athens to mytilini airport 15:45. Due to cancelled flights, change of airline (I was not informed) I arrived in mitilíni airport on the 9/sept/2022 approx time 12:15. Further to this, my luggage was lost. I want to explore compensation for this outrageous delay and the significant lack of communication. Not sure how to do this.

booked a ticket for a couple friend to come and visit. Had to change flight twice due to covid. After second time got offered an open ticket. When tried to use it, i spent 13 weeks calling to try and organise the flight. Always got told " please be patient, one of our tema member will be in contact with you". Never received a call. I had to purchase another ticket as new departure date was imminent. Asked for refund, after 15 weeks, i have received 17% ot tot cost.

Dear Sir / Madam,

I am writing to you to raise an issue about: Travel agents

The issue that I have experienced was: Hi

I have contacted Gotogate to cancel my ticket with booking number LF6ND9, 4 days before my flight was due. And since DEC 21 and im waiting for the refund, they don’t reply to me and they are just wasting my time, they want to steal the money.

I received this from Gotogate:

Hi Mr A Abdelrahim ,

Thank you for contacting us.

Your flight with number [SUSBYC] in booking number [LF6ND9] has now been cancelled.

We will now send a refund application to the airline. If the request is granted by the airline, we will then process your refund.

It occurred on: 2021-12-03

This meant that They are lying to me, and wasting my time and keeping my money with them for nearly 9-10 months.

I want them to refund my ticket £755.74

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,

Abdelaziz Abdelrahim

Booking Reference LF6ND9

SUSBYC

We purchased two returned tickets from Toronto to Palma de Mallorca. Our flight was scheduled on September 30 with Westjet. Our hotel was already booked for two weeks vacation as well. On the way to airport on September 30 we discovered that our flight with Westjet from Toronto to London Gatwick has been canceled due to technical issues. Go To Gate did not contact us about cancellation and did not provide any assistance or trying to resolve the issue. I called Westjet and explained that I had connected flight from London (Gatwick) to Palma de Mallorca next day and because of canceled flight I would not be able to get on the next flight. Westjet customer service said that they did not take take any responsibilities for other connected flights. I was also advised to contact Go To Gate and asked them for help. I could not find any contact number to call Go To Gate and sent them email. Their reply was:"If you want to request a refund for booking from London Gatwick(LGW) to Palma De Mallorca(PMI) the changes will be applicable as per airline fare rules.

Also, your return flights on bookings are scheduled on time. Any changes or cancellations on these bookings as well will be applicable as per airline fare rules.

For further information you can contact us by phone our opening hours, as well as phone number, can be found on our website, under 'Contact us'."

My husband and I booked vacation time from work, we booked hotel and our vacation time was simply ruined by Go To Gate. I just wanted to get the full refund for the service we purchased.

I would like to put the following on record :

Background: Two return flights were booked with Jetstar for 8 July, to get my pensioner husband and myself to a funeral in Perth. After waiting 5 hours at the airport the flight was cancelled. Another hour and a half to the counter to find out no more flights that day. Next step was to cancel everything and move to Qantas which had a flight in an hour, only to find out one cannot buy an airline ticket at the airport! Stress won out with trying to organise a flight on the phone and home we went after waiting around the airport for 10 hours by now.

A flight the next day was duly found on what I understood to be the Qantas site. As I was about to hit ‘Pay’ I was flabbergasted when up came a message “This flight has now increased by $300. Do you still want to pay?” As this was the only flight to allow me to attend the funeral, I had no choice. The incredible price of $1384.22 one way fare to Perth! meant my husband could now not come (the pension only goes so far! Our original return fares with Jetstar had only amounted to $880 between us.) Nevertheless the Qantas boarding pass came through and I caught this flight with no further problem.

Since my return I have not been able to add Qantas FF points to my card and upon investigation was astounded to find that what I had thought was the Qantas site carrying out the booking was actually a GoToGate site which must have hijacked my original search and therefore would be the ones responsible for this incredible last second $300 addition to the fare.

As that $300 is a great deal of money to a pensioner, I would like an explanation for this addition at very least, and preferably a refund. I trust you haven't hijacked the Qantas frequent flyer points as well as they have not appeared in my account.

I would just like to make a complaint. We booked our flights from Edmonton to Dublin (September 16 - September 26). We booked with Go to Gate.

When arriving to the airport on September 16, we were told by westjet that we are not in the flight list. We showed them our travel documents from Go to gate and they said that Go to Gate did not put us on the flight. We then had to purchase another flight to get to Dublin.

We then arrived for our return flight leaving Dublin and the same thing happened to us again! We were told that Go to Gate did not put us on the flight. Again, we had to purchase another flight to get back to Edmonton .

Go to gate took €1,086.00 euro and did not put us on any flights. We purchased new flights costing $3,000 CAD and in total are out $4,500 CAD because of Go to Gate.

We have contacted Go to Gate multiple times and they have make no effort in resolving this at all.

I have attached a picture of the travel documents we revived from Go to Gate. Again when arriving to the airport we were not on both flights.

Thank you.

I booked a round flight on may 15th 2022, the same minute I realized that I booked a wrong flight, I called the customer service and asked them to correct that booking for me, they said we can't you can cancel this booking and it will be fully refunded and you can book the correct flight. I did that and received an email of the cancelation and the approval of the full refund of $ 3150.41. I didn't get my refund back, so I called them and said everything thing looks good you will get your refund within 2-3 days. I didn't get the refund, so I called them again, they said that the processed my refund and sent me an email with an ARN number to give it my bank, I did that but I didn't get my refund yet

More than 4 months and didn't get my refund yet. So bad really very bad experience.

Hi, I bought an air ticket of Turkish Airlines via Gotogate.com on October 21st, 2021 and then re-booked to Business Class on November 2021. Passenger Name: Gaurav Agarwal Flight Details: SFO --> Nairobi via Istanbul Date: 22nd December 2021. Customer Feedback Number: TK-6844588 On the day of departure the flight was delayed by 4+ hours and at the Airport Turkish Airline staff was not able to find me an alternate flight. They assured me that I would get a 100% return on my flight including any additional charges like seat selection as well as all taxes. Since it was a change at the last moment where they have complete control of the ticket, they assured that this refund shall be taken care of by them independent of my booking agency. On being called up on their customer service later, they assured that they have refunded the entire amount to the agency within 3 weeks of the departure. Agency provided me with proof that Turkish Airlines has only partially refunded the ticket and have refused to refund the remaining amount.  I reached out to Turkish Airlines directly about their customer service and one of the executives clearly stated that an amount of $1327.83 USD is pending for refund and he promised that he has raised the request for the refund and the refund would be received in the next few working days. However, I haven't received any refund or communication on the timeline from Turkish Airlines since then. I look forward to getting this matter resolved ASAP. Thanks, - - Gaurav

I can't express my frustration enough regarding Goto Gate, let me just start off by saying I will NEVER IN MY LIFE use goto gate again and I will make sure I spread the word. I have phoned 9 times since the 14 of September and NOT ONE person could help me to change my flight date AFTER I PAID £120 for a flexible ticket. Now I've been told that I will pay £110 plus admin fees for no show. I will make sure to escalate this matter all over social media, hello peter and everywhere I possibly can. I am a frequent flyer who travels abroad atleast 6 times a year and never have I experienced this horrible customer service.

My flight was cancelled in April 2022 & I am still awaiting my refund - UEBY64!

Through The Data Protection Act - request for personal data (Right to Access), I received my data file. The last entry was 1st April 2022 stating a "Refund allowed as per policy", with absolutely no follow on at all.

You get advised to look online at the status on the refund, but when you try you see no progress.

The amount owing is £1852.99 & I see this as fraud!

I WANT MY MONEY BACK ASAP!

I booked a ticket, and the payment was accepted and taken from my account, but I never received any confirmation email (and no, it's not in my spam folder). In order to check anything on the flight, you need the booking number or confirmation number, which was not provided.

Even contacting customer service on Gotogate requires the booking number, which was not provided. The phone number they have on their website does not work or has no one on the other line (been on hold for hours).

How can they deduct payment without a receipt and without any way to get in touch with them?

Had an open ticket - order number LG2UN0 (price 524 dollars), waited for 2 hours (position 47 in queue) to get through the representative. Finally someone picked (Nishtha), asked her to book a flight from perth to melbourne. The price of the flight was 389 dollars (took a screenshot of the price as per real time availability) on gotogate website. While Nishtha asked me to pay 100 dollars more to book this fare. I already had a credit of 524 dollars, the price of new flight is 389 dollars, I did not get how come do i need to pay another 100 dollars to book a cheaper flight than my previous flight. I asked the fare price on which she was booking, she refused to tell me. I have all the recording of that call.

I asked her to refund the credits on my account and I will book the flight myself through website - refused again. Failed to provide any reasoning for all of this. Continuously asked her to help me in any way. Told her to book another flight for that day, which might be even more cheaper than this. Refused to even see the flights.

Asked her to transfer the call to some one who can help me in this regard. Refused completely. Asked her to arrange a call with the supervisor pr transfer him. Completely refused, after wasting one hour on phone. arguing continuously. she finally agreed to arrange a call back from the supervisor in next 2 hours. Waited for 4 hours - no call was received. Called the helpline again = started the whole process again. No one tried to help, no one provided with the exact information. The new person asked for the same flight 400 dollars more as a fare difference (which means price of flight is above 900 dollars) while I can see on gotogate website the price of flight as still 389 dollars.

He again stated he will call me back in 2 hours - no call received. Asked my partner to call them next morning. waited onphone for 2 hours to be in queeue only to listen we will call youy back in 2 hours on priority basis. While no one calls. I will go legal now regarding this, if there's no action.

I bought an airline ticket Salvador - Maputo Order number: LP03ZE on 07/05/2022 (e-Ticket number(s): [protected]/69 Book. no. UIWBVD Check-in Ref. 3ATIQD(DT), MRYLOE(G3), SMAKVS (LA) Name: Silvia Barbosa) and the company on 07/09/2022 cancelled the order due to suspicion of fraud and since then I have been waiting for the refund of the amount paid, I hope they adopt the same agility they had to cancel my ticket without even contacting me. Given the inertia of the agency in not performing the refund with agility. In August I was forced to open a complaint to my bank, because I was without the ticket and with the charge on my credit card bill. The bank has already closed the dispute and made the recovery so now return my money that is not to be used as petty cash ... So I request my refund and a date when it will be made,

Bought tickets from LA to Bucharest and back. On paper, the ticket came with baggages and flexi option. Once we got to the airport, I found that the the tickets were basic with no baggage and no flexi. Mind you the tickets weren't the cheapest. But it was the fastest route.

But the worst was the return flight. I couldn't check in online for some reason and I ended up losing the flight. When we got to the airport check in, they had already booked the whole flight. We did arrive late due to some medical complications. Trying to get rebooked was an endless back and forth between Austrian Airlines and gotogate, in which both were telling us to solve it with the other party. The problem was that gotogate lied about the ticket being flexible and the included baggages. I paid extra for the tickets which they pocketed, without it getting to the airline. Do yourself a favor and book a ticket elsewhere. GOTOGATE makes travelling as a stressful experience as it can be. Never again!

I paid £89.94 for allocated seats with both the outbound flight with RyanAir to Ibiza and my return flight with Jet2 to Manchester. when I received confirmation directly from each airline I had to pay a further £13 with ryanair as our seats weren’t together and jet2 advised gotogate had not reserved any seats at all I’d have to pay again or choose random seating.

It occurred on: 2022-08-23

This meant that I’ve spent hours on the phone to both gotogate and jet2 trying to resolve this issue. It’s been incredibly stressful and I had to pay ryanair further money to get allocated seats. After speaking with many jet2 representatives I was told to book random seating or pay and luckily after booking random seating we were allocated seats together by jet2. These seats are completely different than what gotogate advised I would have which prove they didn’t book the seats that I paid them for.

Booking Reference LRN3YA