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1.1 23 Reviews 523 Complaints
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GoToGate Complaints 523

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J
1:38 pm EDT
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GoToGate Travel canceled

We couldnt travel because Spain was closed to tourism by May 15, 2021, we tried to change the dates or get a refund. The airline says that since we bought the tickets by www.gotogate.com they are the ones that have to gave us options. Its been like a back and forward and still haven't had any options (a refund or alternative tickets). We called and wrote many times.

Desired outcome: Refund or alternative tickets

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Tonny25
Anasco, PR
Aug 08, 2021 6:20 pm EDT
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Similar situation, they dońt answer emails and when you call, they keep you waiting, when you get a representative, they transfer you to another extension and never get an answer.

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12:55 pm EDT
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GoToGate Unable to speak to someone to resolve my refund claim.

Received an email from Air Canada on 14th May (attached below) saying that I am eligible for a refund for flights in March 2020. I forwarded this to GotoGate and received an automated reply saying that there was a backlog and to be patient. On 13th July I forwarded the email again and received no response. I forwarded the email again on 4th August and received a reply saying that I should contact GotoGate by telephone. Impossible to get through to anyone.
Booking Reference Number: W32FGS
-----------------
Air Canada is now issuing refunds for all tickets with travel dates on or after February 1, 2020 and purchased before April 13, 2021 for flights cancelled either by Air Canada or by you for any reason. Our records indicate that your booking reference number W32FGS is eligible for a refund.

Additionally, if you've received an Air Canada Travel Voucher, Aeroplan points, or eCoupon for a cancelled flight during the dates mentioned above, you may also make a refund request.

To get your refund started, please contact your travel agent or online travel agency. ---------------

Desired outcome: Refund

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10:12 pm EDT

GoToGate my flight refund

Renatus Murindangabo booking Ref MUIPCA Confirmation order no L2BZBL
My complaint i bough return ticket from your company departure on 4th Feb. 2020 from Brisbane international airport to Kigali international airport and return on 4th April 2020 from Kigali international airport to Brisbane international airport which flight cancelled because of covid19 since then i tried to contact them but proper answer they been giving me. please on my humble request is to refund my flight return.
thanks
my contacts
Renatus
[protected]@gmail.com
+[protected]

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4:09 am EDT

GoToGate No answering when calling customer services

I have tried to contact the customer service via email and request to move my ticket to an alternative date. Because of South Africa's covid situation, Kulula flights has suspended all flights during August. My flight was scheduled for 27 August flying from Cape Town to Johannesburg with Kulula and back from Johannesburg to Cape Town with SA Airlink.

They responded with several emails always stating that I must call them to reschedule my airline ticket.

I have called them on these following dates and times everytime my call was cut off after R100 airtime was spend holding on for someone to answer the phone:

14 July 2021 - 08h34
19 July 2021 - 14h18
22 July 2021 - 10h53
28 July 2021 - 12h30
4 August 2021 - 09h08

I do not know what to do anymore. I have no success with emails or telephone calls and my airline ticket is going to expire on the 27th of August. My order no is: L8KSZU.

Can someone please help me - I do not want to lose my airplane ticket worth R2, 000 because of incompetence of an agent.

Thank you

Marlise Haasbroek
Tel: [protected]

Desired outcome: To reschedule my airplane ticket to 8 October 2021 - 10 October 2021.

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2:35 am EDT
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GoToGate Change of flight without informing me

My name is Alexandre Maestle.

I booked a flight from Orly airport to Rome Fiumicino and Rome Fiumicino to heraklion with gotogate (reservation number n°AIE88U ).

I received an email Indicating that my flight from Paris to Rome had to be changed, which I accepted.
I am currently at Rome airport and realized that my 6:30 am flight has been switched to a 10:10 am flight. I have never been informed nor accepted that change.

I had to take a bus at 10am at heraklion, and will now have to take one at 4pm...

This is simply shocking and disrespectful to customers.

My contact :
alexandre.[protected]@gmail.com

Desired outcome: Funding

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12:27 am EDT

GoToGate No refund for flights that never took off

Purchased tickets for return flights to Fiji from Melbourne.
Flights never took off.
This trip was to celebrate my grandsons 13 birthday. Check birthdates of passengers. As this cannot happen. The trip is now invalid.
I am over 70 years old. Not good health. So travel is now not a good option.
The children who were to travel are getting older so children's fares are not an option anymore.
Have tried to contact gotogate on at least 20 occasions.
Without reply.
I want a refund or at least an update on what is happening.

Desired outcome: Refund

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4:42 am EDT

GoToGate Refund for cancelled flights

Order number L2LAV1
Ref No OUV507
Flights cancelled by BA during 2020 pandemic
British Airways confirmed refund to Gotogate was issued February 2021

Gotogate have still not returned our money as of 30/07/2021

It is impossible to talk to anyone and we have tried countless times to correspond with them on their website without success

We are seriously considering taking them to court

Desired outcome: Return of our money

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9:34 am EDT

GoToGate Complaining about not getting a re-book on my ticket

Hi! I bought Brussels Airlines ticket through Booking.com in partnership with Gotogate. The ticket is a flexible ticket which is re-bookable With booking code:J2HJRO, Flight confirmation number 082-[protected].

I went to Oslo Airport on the 19.07.21 to check in but i was not allowed to check in due to covid-19 restrictions in my destination country. I was given
I immediately contacted Brussels Airlines and i was told that there were available flights to brussels that very day but unfortunately since i did not buy the ticket directly from them they can not help me.

Eventually, i was told by Brussels Airlines to contact the agent i bought the ticket from to re book my ticket immediately. I called GotoGate in partnership with booking.com several times that very day when i was still at the airport but couldn't get any help.

The next day on the 20.07.21, i called again and this time i was told to pay charges kr800 but when i clicked on the link that was sent to me to make the payment, the total bill was kr1770, 00. I called again to ask why 1770 kroner? I was told by the agent that according to the conditions on my ticket i had to pay the charges in order to re-book my ticket.

Ever since after the additional payment, anytime i call called Gotogate about the ticket they will tell me give us 24hrs, 48hrs, 72hrs just like it has been for more than a week now. Each time i call Brussels Airlines they will tell me to contact my travel agent to do the re-book.

Desired outcome: A re-book or a refund

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Update by Tabitha Hawa Sellu Noer
Jul 28, 2021 9:38 am EDT

Hi!

This case has been resolved by Pretty in India. Hello Pretty thank you so much for helping out, i have confirmed my new flight details with Brussels Airlines. It took a whole stressful week but i finally got help! Hello to all the GoToGate agents out there in India #Pretty... From satisfied customer...

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advokat77
US
Jul 30, 2021 5:55 am EDT

I HAVE THE EXACT SAME PROBLEM FOR MY FLIGHT FROM MANILA TO LAX WHICH LEAVES IN 4 DAYS! CUSTOMER SERVICE HAS NOT BEEN ANSWERING MY CALLS. I HAVE PAID FOR THE EXPENSIVE REBOOKING FEE BUT HAVE NOT RECEIVED THE REVISED TICKET! WHO DO I HAVE TO CALL? THIS IS URGENT.

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2:03 pm EDT

GoToGate The customer service number does not work

Good day, I was supposed to travel on Surinam Airways on August 14, 2021. the airline has cancelled all flights. I called your customer care number and no one is answering the phone. my flight is 380294 (PY). This trip cost me $832 and I would like to cancel my entire trip along with a full refund. Thank you. I spoke to the airline here in Guyana and they said I will need a refund of my money. I would really appreciate a refund or even rebooking of my flight, please. The airline's number here in Guyana is [protected]. Gotogate provided a fraudulent email to Suriname airways. The airways emailed them about the cancellation and Gotogate made no effort to change my flight.

Kind regards,
Ashley Cameron
[protected]@yahoo.com
[protected]

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1:21 pm EDT

GoToGate Flight canceled due covid

Mijn vlucht werd gecanceld wegens covid. De luchtvaartmaatschappij betaalde gotogate maanden geleden terug, maar gotogate stort het geld niet door. Ik kan hen nergens contacteren : "mijn boeking" herkent mijn reservatie niet, alle telefoonnummers van europa heb ik geprobeerd ofwel zijn ze buiten gebruik ofwel krijg jee een bandje "we helpen u zo dadelijk". Als je mailt krijg je een automatisch antwoord "je boeking is 60 dagen oud en dus geen I info meer beschikbaar"... Het gaat over 2 business vluchten van 4000€ die gotogate schaamteloos achterhoudt. Enige mogelijkheid zal de rechtbank worden. Boek nooit meer met gotogate!

Desired outcome: Transfers my money that you get payed back from AIR EUROPA on 2021 April 23

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6:19 am EDT
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GoToGate Ticket change

I have been on hold for more than 30 minutes to change a flight on order LAEFZ2 booking AXRLSE. I submitted the change request online today and it said the response period could be 4 days; my flight is after tomorrow.
The roaming costs for my cell on this call exceeds my ticket cost!
What is the point of paying an additional fee for a flexible ticket and then having this painful costly waiting period on the phone while roaming, when we already know there are numerous needed flight changes during this covid period? These additional costs are exactly what I was trying to avoid when I paid for the flexible ticket.
Forcing this phone policy on travelers is enough reason for me to never use Gotogate again.

Desired outcome: Make my flight change as per submitted request and reimburse me the 50 euros I paid for this ridiculous call

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10:58 am EDT

GoToGate Refund

This is to be forwarded to Gotogate:
From Denitsa Vasileva attorney at law
In regards to refund status L3UV1K
Please refund me 100 percent or $179.49
I have been told that TAP PORTUGAL should refund me directly in the amount of $179.49 or the amount I originally paid, I should not be charged any $35 dollar processing fee, you did not refund me at all for 8 months, I filed a complaint with the Department of transportation then TAP PORTUGAL told me they are refunding me directly, by the law I demand my 100 percent amount which is $179.49 TAP has to refund me directly and you should deposit 100 percent the amount I paid, I do not owe you any fees, you did not refund me, TAP PORTUGAL has sent the email about the refund. If I do not receive 100 percent the amount I paid for my ticket because of a cancelled flight because of COVID-19 I plan to file another complaint with the Department of transportation.
I am expecting 179.49 in my account not $149.49, TAP is refunding me directly 100 percent you should not take my money. If I do not receive the amount of 179.49 but a reduced amount of $149.49 this is a violation of the EU laws demanding TAP to refund me 100 percent because of COVID-19. Please deposit my $179.49 or 100 percent the amount I paid for my ticket or I will file another complaint against you with department of transportation.
I am an attorney, department of transportation also imposes civil penalties - for non - refunding passengers fully 100 percent because of COVID-19 which is the case. By the law TAP should refund me depositing the money back into my account directly, I should not pay you any fees. That is illegal.
Thanks,
Denitsa Vasileva
Attorney at law
denitsa. [protected]@gmail.com
Show quoted text

On Mon, Jul 19, 2021, 8:55 AM Gotogate wrote:
Show quoted text

Hello I am an attorney, I filed a complaint with the department of transportation about my refund for a ticket for TAP Portugal flight because of COVID-19.
Show quoted text
Yes, I confirm.
Show quoted text

Desired outcome: Please by the law Gotogate should refund me 100 percent because of COVID-19 cancelled flight,TAP Portugal has to refund me $179.49 no 149.49 ,I do not owe you fees

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2:39 pm EST

GoToGate Release Money

Waiting 16 months now for a refund on a flight that was cancelled.

The airline has refunded the money about 8 months back, but gotogate has not released the money.

Desired outcome: Refund of flight tickets!

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2:44 pm EDT
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GoToGate Failure to return ticket money.

I was at the airport to board, but I couldn't board because of the change in boarding rules to Brazil due to coronavirus. I bought the ticket on Saturday and the rules changed on Monday, the day I should have boarded. So I'm not requesting a cancellation because I didn't want to board, but because the law didn't allow me.

[LATAM]Ticket #[protected]

This is with reference to your booing number LGOGBJ with Latam airline, please find below your ticket airline ref LGOHSW and your e-ticket number 045-[protected]

Desired outcome: Refund of all money paid to Go to Gate £380 plus compensation for all the time I have wasted.

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9:45 am EDT
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GoToGate Annulled Ticket/No Refund Four Months Later

We purchased two round-trip tickets from Newark to Rome with return. The Gotogate number is L797EY. The airline, TAP, annulled the tickets claiming the fare quoted was a "mistake".
I Have never received my money back from TAP or Gotogate.
When no refund was forthcoming a couple of weeks after my tickets were cancelled, I filed for a charge-back through my Citi credit card. For unclear reasons, the bank denied my chargeback claim, advising me to request a refund from the airline or Gotogate.
I called the airline customer service. They told me that TAP never received any funds for the ticket, and that I should request a refund from Gotogate.
I again requested a refund from Gotogate, but I was referred back to my bank, stating the company would not handle the claim as a refund because I had asked my bank to reverse the charge.
At their request, I sent Gotogate the letter I received from my bank denying my charge-back, but have not received a meaningful response from Gotogate.
Bottom line: Gotogate owes me $995.37.

Desired outcome: Refund of money paid for canceled tickets.

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1:36 pm EDT
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GoToGate Airline tickets

The breakdown I received in my GotoGate receipt when I purchased Allegiant tickets is:
carrier fee $53.58; taxes and carrier imposed fees/person: $36.42; Discount/person $3.33; $29 hand baggage fee and reserve your seat$23 for a total of $$138.67.
Then within 24 hours, I call them to cancel and they tell me that i have to call allegiant to cancel and then call them back within 24 hours and i will be charge $56. After 24 hours, it would be significantly higher.

When I spoke with Allegiant, he told me it should be:
The ticket with fees and taxes is $90.00. A preferred seat is $9.00 and a carry on bag is $20.00 for a total of $119.

Not only was this agency dishonest about Allegiant pricing, they added hidden costs without disclosure. I feel this is very unethical.

Desired outcome: I want a full refund.

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3:37 am EDT
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GoToGate No help in attempting to get credit or refund for cancelled flight

Hello team,

For the past fourteen months I have been attempting to claim credit or refund for cancelled flights which i purchased through Go To Gate.

Order number: KXPTJ1, Booking references: Flight: GPVQRI, Flight: LQJ8VY.

At no stage have the staff attempted to assist, rather deflecting and then simply hanging up the phone and not returning my calls.

At times it seems like progress is being made, but simply these are lies as no further email or phone call is forthcoming as I have been advised on six separate occasions.

Unless a resolution is presented, I will be coming to Melbourne to visit head office. I will not be leaving the building until my reasonable request is settled.

Last March our flights totalling $3, 000.00 Australian Dollars were cancelled, do the right thing and return the money.

If anyone would like to get in touch (I will be truly shocked if this happens) my mobile number is [protected] or [protected]@gmail.com

This is a tough time for everyone, stealing people's money is a low act and not the right way to go about this.

Patrick Barrie

Desired outcome: Refund

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7:46 am EDT

GoToGate Flight refund

FROM MR PW KING
EMAIL [protected]@HOTMAIL.COM
BOOKING REFERENCE NUMLHY
Dear Gotogate, i have been asking you to please give evidence to my complaint or please rectify the complaint that you constantly play time wasting games in order you help Qatar airways with the money making scam from the Bangkok manager on tickets i booked and paid you for.
in n attempt to look into this complaint by the manager of scyscanner you made a statement to defend Qatar airways that the reason the tickets sold bu you was cancelled and no boarding allowed was a visa issue, this same comment you made to the ecc.net and also now given to me but gives no evidence of your claim a visa issue and i am sorry evidence is needed as i did not need or have a visa as British to Europe no visa by me needed this i have in writing from immigration police Madrid another
letter was obtained from 1atar Hamad airport on the transit stop no visa needed. Another piece of evidence on your comment of visa issues was the booking reference NUMLHY purchased and supplied by gotogate was for flights morning of June 11th and cancelled at check in at airport but a brand new booking again reference NUMLHY was issued by the airport, manager it was the same booking for the same day the 11th june this could have been ok except i had to pay again the cost of $1250 and pay the airport manager this indicates a scam by the airport manager who did offer a full refund of my money to be paid by gotogate who has once again made a statement they did not get the funds from qatar air

Desired outcome: REPLACE MY FLIGHTS DO THE OFFERED REFUND

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2:52 pm EDT

GoToGate Refund for trip RCOJAZ/LONRDT

Over two months has elapsed and still no refund in the amount $11, 081.01. Company does not respond to emails. GotoGate informed me in March that the airline reimbursed the money, now I had to wait for GOTOGATE to process the refund. Gotogate has disabled thge link for checking on the refund. I have emailed requesting an update and there is no response. Numerous emails were sent on the company's sight for inquiries. No response. Turkish Airlines cancelled the flights in January 2021.

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3:39 am EDT
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GoToGate Check in scams by qatar air staff

Gotogate in a responce to my complaint on booking reference numlhy you have made a comment in writting to me that qatar airways manager bangkok cancelled the booking on a visa issue, this same sratement was made to syscanner and the ecc.Net but you fail to give evidence as i am a resident of the uk i did not need a visa to travel into europe and this has been confermed to you by the immigration police in madrid, the fact that the tickets was cancelled by the bangkok staff of qatar airways and replaced by a new booking by qatar airways using the same reference number indicates it was a scam for the sum of $1250 the double charge for the same booking that was cancelled a scam to obtain money please give evidence now

Desired outcome: REPLACE MY FLIGHTS DO THE OFFERED REFUND

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About GoToGate

Screenshot GoToGate
GoToGate is a leading online travel agency that offers a wide range of travel services to customers around the world. With a user-friendly website and a comprehensive selection of flights, hotels, and rental cars, GoToGate has become a popular choice for travelers looking to book their next trip.

One of the key features of GoToGate is its extensive network of airline partners. Customers can choose from a variety of airlines, including major carriers like American Airlines, Delta, and United, as well as budget airlines like Ryanair and EasyJet. This allows customers to find the best deals on flights to destinations all over the world.

In addition to flights, GoToGate also offers a wide range of hotel options. Customers can choose from a variety of accommodations, including luxury hotels, budget hotels, and everything in between. With options in popular destinations like Paris, New York, and Tokyo, customers can find the perfect hotel for their needs and budget.

GoToGate also offers rental cars, making it easy for customers to book their entire trip in one place. With options from major rental car companies like Hertz and Avis, customers can find the perfect car for their needs and budget.

Overall, GoToGate is a reliable and convenient option for travelers looking to book their next trip. With a wide range of travel services and a user-friendly website, customers can easily find the best deals on flights, hotels, and rental cars.
How to file a complaint about GoToGate?

Here is a comprehensive guide on how to file a complaint against GoToGate on ComplaintsBoard.com:

1. Log in or Create an Account:
- If you already have an account on ComplaintsBoard.com, log in. If not, create a new account to proceed.

2. Navigating to the Complaint Form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the Title:
- Summarize the main issue with GoToGate in the 'Complaint Title' section.

4. Detailing the Experience:
- Provide detailed information about your experience with GoToGate. Include key areas such as transactions, nature of the issue, steps taken to resolve it, personal impact, etc.

5. Attaching Supporting Documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filling Optional Fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review Before Submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission Process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for responses or updates related to your complaint on ComplaintsBoard.com.

Ensure to follow these steps carefully to effectively file a complaint against GoToGate on ComplaintsBoard.com.

Overview of GoToGate complaint handling

GoToGate reviews first appeared on Complaints Board on Oct 17, 2016. The latest review 2 year wait for a refund for cancellation of flights was posted on Jul 10, 2024. The latest complaint Fully Paid Flight Seat Selection were not performed. Full Refund Demanded was resolved on Jan 14, 2023. GoToGate has an average consumer rating of 1 stars from 546 reviews. GoToGate has resolved 10 complaints.
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  1. GoToGate Contacts

  2. GoToGate phone numbers
    +1 (646) 558-7089
    +1 (646) 558-7089
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    +32 28 953 972
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    +86 400 120 1638
    +86 400 120 1638
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    +420 296 180 467
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    +45 70 807 312
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    Denmark
    +33 359 814 399
    +33 359 814 399
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    France
    +91 800 100 9609
    +91 800 100 9609
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    India
    +353 15 268 328
    +353 15 268 328
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    14%
    Confidence score
    Ireland
    +39 230 578 287
    +39 230 578 287
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    Italy
    +81 345 107 594
    +81 345 107 594
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    Japan
    +60 392 121 602
    +60 392 121 602
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    20%
    Confidence score
    Malaysia
    +52 554 164 2233
    +52 554 164 2233
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    33%
    Confidence score
    Mexico
    +31 207 989 105
    +31 207 989 105
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    9%
    Confidence score
    Netherlands
    +47 81 552 988
    +47 81 552 988
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    14%
    Confidence score
    Norway
    +63 22 313 126
    +63 22 313 126
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    Philippines
    +48 123 987 792
    +48 123 987 792
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    20%
    Confidence score
    Poland
    +65 31 572 707
    +65 31 572 707
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    33%
    Confidence score
    Singapore
    +27 318 197 058
    +27 318 197 058
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    South Africa
    +82 707 488 3572
    +82 707 488 3572
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    South Korea
    +34 935 452 890
    +34 935 452 890
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    20%
    Confidence score
    Spain
    +41 315 449 887
    +41 315 449 887
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    Switzerland
    +886 801 127 693
    +886 801 127 693
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    Taiwan
    +90 312 900 1732
    +90 312 900 1732
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    Turkey
    +44 203 365 0130
    +44 203 365 0130
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    50%
    Confidence score
    Israel, Saudi Arabia, UAE
    +44 207 943 2838
    +44 207 943 2838
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    33%
    Confidence score
    Bulgaria, Slovakia, Ukraine
    +852 30 081 583
    +852 30 081 583
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    Hong Kong, Indonesia, Thailand, Vietnam
    More phone numbers
  3. GoToGate emails
  4. GoToGate address
    Miami, Florida, 33131, United States
  5. GoToGate social media
  6. Maria
    Checked and verified by Maria This contact information is personally checked and verified by the ComplaintsBoard representative. Learn more
    Nov 12, 2024

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