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CB Travel Agencies and Tour Operators GoToGate Gotogate cancelled by flight without consent
GoToGate

GoToGate review: Gotogate cancelled by flight without consent

N
Author of the review
10:55 pm EST
Featured review
This review was chosen algorithmically as the most valued customer feedback.

Summary of Issues with Booking on December 25:

I booked a flight from Osaka to Okinawa for 6 people from January 27 to January 31 on Peach Aviation.
I tried to change the booking to December 27-31 instead.
I was told I could only cancel the booking and that it was a non-refundable ticket. I could get Peach points back but not cash, and I was uncertain about claiming any tax refund.
I asked to speak to a supervisor and received a call within two hours.
The supervisor repeated the same information. I asked about the transparency of the ticket restrictions and how to claim a tax refund. I was told to submit a claim through the website and that the booking didn’t mention any restrictions at the time of purchase. I considered contacting the airline directly as a last resort.
When checking the booking before contacting the airline, I found that it had been canceled.
I called an agent who said the booking was only canceled on Booking.com and still active with the airline.
After verifying, I found out the booking was indeed canceled with the airline. I asked for a refund, and the agent said they would investigate and call me back in 1-2 hours. I also requested the claim process details promised by the supervisor.
After waiting, I called again and was told my case was still pending, and they would request an urgent callback from a supervisor.
Four hours later, I called again and was assured I would be contacted soon and that the issue was escalated. I requested the claim process email again.
On December 26:

After 24 hours, I called and was told there was an investigation. They read a summary that suggested I had agreed to cancel the booking, but I was actually answering a question about the lack of transparency.
I asked why I hadn’t been contacted. The agent checked but said no supervisors were available and assured me I would receive a call in 1-2 hours.
Two hours later, I called again, and they claimed they tried to contact me but couldn’t reach me. I hadn’t received any calls and was told to wait another 24-48 hours for a supervisor to call. I asked for the claim process email and was informed there was no claim process on the website — only through customer service.
Key Issues:

Lack of transparency regarding ticket restrictions and ambiguous wording.
Misleading information about refunds, cancellation status, claim processes, and callback times.
The cancellation process involved unclear questions that felt deceptive.
Customer Service Feedback:

Agents talk more than they listen.
Agents struggle to understand the issues and internal processes.
There is a lack of a clear escalation process.
Supervisors seem unable to effectively manage issues while serving customers.

Claimed loss: $600

Desired outcome: get a refund or compensation from booking for the wasted time and money

Confidential Information Hidden: This section contains confidential information visible to verified GoToGate representatives only. If you are affiliated with GoToGate, please claim your business to access these details.

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GoToGate Category
GoToGate is ranked 11 among 61 companies in the Travel Agencies and Tour Operators category
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Most discussed complaints

I have been dealing with this matter since December 3, 2020
3
(opinions to this review)
 Irresponsible customer service
1
(opinions to this review)
 Unhelpful and misleading customer service
1
(opinions to this review)
 payment debited but no ticket processed
1
(opinions to this review)
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