GoToGate
Reviews and Complaints

Dear Sir/Madam,

Order Number: LLQ9SQ

My wife and I had tickets Tunis-Cairo-Muscat on 8 May 2022 on Egypt Air and Oman Air, Flights # MS844 and WY406 respectively. Egypt Air was 1 hour late, so when we reached Cairo, Oman Air counter manager denied us boarding the plane on the basis that we had been late and the counter had closed.

It took us more than 6 hours (from around 6 pm to past midnight) trying to find a solution with the 2 companies but in vain.

Eventually, Egypt Air gave us a hotel for 1 night at 1 o'clock am after paying US$ 50 for 2 visas, Because we didn't have enough money to buy new tickets, we had to call our son in Germany to buy us 2 new tickets, which he did on Etihad Airways from Cairo to Muscat for the next day.

Oman Air has just refunded us for Etihad tickets, now we would like to be refunded for for half the ticket that was not used (Cairo-Muscat) and compensated for the considerable anxiety and stress we suffered from during this inconvenient experience.

Best regards

Dr. Farah Bahrouni

[protected]@gmail.com

I booked 2 airline tickets over 2 years ago, and for a year I have been chasing a refund and getting messed around. Told one thing on one call and get a contradicting story on the next. Waiting time to get through usually over an hour, there is no email or physical address to contact them. They seem to have a set line "your refund is being processed we will get back to you" they NEVER do. I have tried to escalate the complaint there is NEVER anyone available

The Flexible ticket advertised by GOTOGATE states that no costs will be associated with changing one's ticket, except those arising out of a difference in the current fare. This is simply not so for those customers who reside outside the 786 area code in the United States, who are surely a majority of the customers who purchase GOTOGATE tickets online.

The only way to contact GOTOGATE to avail oneself of the advertised change is to call a long-distance number in the United States (+[protected]). Then a robot hangs up on you and if you are fortunate you can get through asking for "Agent" and talk to a human being. The human being, however, will put you on hold for a time and then check back with you and tell you they must put you on hold yet again. After that, you may get cut off and receive an email from a no-reply email service that will apologize for getting cut off and ask you to repeat the process, thereby resulting in a waste of time and money, the latter of which counts plainly as a cost which was unadvertised but plainly felt by this consumer. A link in the no-reply email informs you that you may respond to the email by clicking there but then you are rerouted to the +[protected] phone number which they expect you to call yet again.

Incidentally, in my own case, after I asked the representative to call me back as the cost of an international phone call was more than I could bear, twice on hold, and having taken some time to connect, I received a call from +44 20 [protected] which immediately hung up and in seconds I received the email I have attached below. I don't want to think evil of anyone, but I can hardly think good of a person who calls me one time and hangs up almost at the very same instant I receive an email from them apologizing for trying to reach me without success. Of course, when one calls the +44 UK number back they receive a message that the number is unreachable. My order number is LQE58R; my email is [protected]@protonmail.com and I would be happy to offer even more details if contacted. Thank you.

I have booked a flight from gotogate to Germany but my husband's grandmother passed away and we have to cancel the trip. I have contacted them numerous times, email them only to hear back that they wont be able to help in anyway even though the law says full refund for a non refundable ticket is possible in case of a family member's death. But Gotogate simply refused to refund or reschedule the trip. This company is a scam and should not be allowed to prosper by ripping off people their money.  I would be highly obliged if I get the full refund or at least a voucher or reschudle option for the trip.

Gotogate Staff,

When i checked my Visa Card (Mastercard) for Ayda Dawoud in Egypt, i discovered that you had withdrawn much more than the fees mentioned in invoice (2663 SAR) which should be only a charge with about 13550 Egyptian pounds or more less after exchanging the currency from SAR to EGP . You have withdrawn an amount of 14000 EGP (Fourteen thousand Egyptian pounds) instead. So i need to retrieve about 450 Egyptian pounds in my account.

So, i need to cancel my booked flight tickets .

Complaint in relation to not having received a full refund from LOT Polish Airlines.

Email Tracking Number provided by GotoGate - [protected], this tracking number is in relation to the refund process that has been initiated by GotoGate to claim refund from the Airlines.

GotoGate Booking Reference - LI8MNK, 3 tickets booked from London to Delhi for 19/07/2022.

We were not allowed to board the flight due to conflicting schedule of interconnecting flights (mis-connection) due to airlines error, details below:

19/07/2022 London to Warsaw - 18:10 LO280

19/07/2022 Warsaw to Delhi - 18:25 LO071

I have had numerous conversations with GotoGate, last one being on 31/07/2022 with Prateek at 12:00 on 31/07/2022.

I am complaining about the refund that I have still not received. Can the issue be escalated and refund made within the next 5 working days, otherwise I will be escalating the issue to the regulator.

Thanks,

Harsha Gautam

[protected]

I had to cancel my flight tickets in December of 2021 because 4 days before the flight I got Covid.

I talked to Turkish Airlines and Booking.com, made sure that Turkish airlines refunded the money. Booking.com told me that they see it in the system and I just need to call to book the tickets again.

I started to call 1.5 month ago, on July 28th 2022, I already called 6 times and every time I told that support team need to get confirmation from airline that they refunded money.

Every time I am told just to wait 28-48 hours and somebody will call me back.

Never happened. My flight is less than a month away and I am not getting anywhere. It's like a brick wall.

I am absolutely disgusted at gotogate

They have no customer service

Some indian answers then hangs up

I have sent 57 emails over past week as I made a flight booking accidentally with a 3rd party, something I would never ever do and I want Qantas to take over the booking. I get an automated response from every email, now the booking can't be found in the system $3,000 booking! I am livid. If there is no customer service now there sure as hell won't be any if im stuck at an airport in Europe, so that is why I need Qantas to take over the booking. Your staff are [censored], no knowledge and also operating rather fraudulently and I have lodged a story with A current affair, as well as afta and atas. I have copied this to the ATO as the company is so dodgy I bet they don't pay tax in Australia. I have lodged an ACCC report and Office of Fair Trading.

As I tried to cancel my booking with gotogate within 24 hours, I am covered by consumer protection legislation. But as it is impossible to talk with gotogate it is also impossible to do this! Then they try to tell me despite the extra $400 ticket insurance I paid there will be a $200 fee, plus I lose the insurance fee, oh next day it was a $400 fee plus insurance. They have absolutely no idea of anything and I am livid. I am waiting for ACA to give me a date and time to do an interview for Channel 9 and I will be sure to tape this and send it across all social media platforms. GotoGate needs to be put out of business immediately. All I want is either my full $3k back or Qantas to take over the booking. I have had to take a week off work to deal with all the rubbish emails that are automated and to try get some sense out of someone there! I will not be suing for compensation, just want my money back in accordance with my consumer rights. Another thing, they have a yaamba postal address and victorian physical address - do they actually exist? Or is it just another scam. I guess ACCC and OFT investigations will bring it all out in the open

My flight booking was canceled due to undesired changes to the flight schedule in April 2022. (booking number ULZKDQ), but still awaiting for refund.

Every time I call gotogate (difficult and long waiting)/ everyday checking my booking online , they advise:

1)that refund has different department but there is no contact details for customer

2)they are waiting for Emirates Airline to process the refund - I called Emirates Airline several times and they say they had completed refund process to agency late April/early May.

I really need my money back and also clear answer when do Gotogate wants to pay back.

I booked flights for two people on Spirit Airlines and Alaska Airlines thru GoToGate order # LKBFOX on April 7. I canceled these by calling the airlines directly on April 8 because of errors in the tickets. I was notified by both airlines that they issued refunds April 8. I have called and emailed GoToGate more than a half dozen times asking for them to process my refund. It's been over three months since the airlines issued refunds and still no refund from GoToGate. When I call they tell me, "It will only be a little longer." I rebooked flights on GoToGate, which I didn't have to do.

Hi today 14 July I have booked tickets to Singapore from Auckland. I have booked 5 person tickets 2 adults and 3 kids. While I went to check in for the flight SB411 to noumea they said I can’t be boarded cause of the transit visa for Indian passport holders. I have an emergency situation and my father is on life support I mentioned this to airlines but they said booking is done through gotogate please contact after calling customer care holding for 1 hr. The gotogate agent said they can’t re book tickets without connecting noumea. I have Singapore visa and while booking it’s not even mentioned for self transfer or transit visa like other agencies. The gotogate agent said they can’t refund money also only they can refund 2200 out of 4437 and wasn’t understanding the emotional values. Very unfair could have changed my dates or destination I was willing to pay extra fee but wasn’t handled well

Hello. My name is Tatiana Smirnova.

I booked flights Basel - Poznan on 26th June 2022 (flights LH1207 and LH1380 via Frankfurt) and back on 30 June 2022 (flights LH1637 and LH2398 via Munich), all flights are hosted by Lufthansa. Additionally I paid 91 CHF for service called Stornogarantie. As per description of the Stornogarantie if I cancel my flights reservation latest 4 hours before the departure, I will be refunded with 90% of flights costs.

I got covid, also my kid got heavily sick before the trip, and I tried to call, as recommended, GotoGate +[protected] service and they are simply looping the intro message without connecting me with anyone. I tried to use Chat - Chat gets closed 1 second after I open it, due to overload of messages. And this during 2 days in a raw. Finally I sent email to the Customer Service more than 6 hours before the flight, asking to cancel the flight reservation and pay the refund. The answer I received after a week. Of course they rejected to pay, as I contacted them too late. I truly believe this is not my problem that their service doesnt work, and my actions were following GoToGate rules. How can I get my refund?

Many thanks for your kind advice,

BR, Tatiana

+[protected]

[protected]@gmail.com

I made a reservation in error, I would like to cancel my reservation and get a refund.

Order number : LOXJG3

I sent several emails and no positive response

We bought a flight on your website with date-change insurance and never received any email confirmation. Now we are stuck at the airport we cannot check in and cannot change our dates since the website doesn't even recognize our info (booking reference/email) and cannot get access to our booking at all from go to gate at all.

Cannot contact the company anywhere, also not responding by phone.

We are asking for a refund now or to change our flight dates, we have paid to be able to change the flight dates.

Please contact us as soon as possible.

I have been trying to contact the customer service of gotogate for the past week. After several messages on their website, I have been told I needed to speak to someone over the phone. I have called over the last 3 days (a total of over 8 hours spent on the phone) and only managed to speak to one person on the phone this morning and was told my modification (departure date change) would cost £900. I reluctantly agreed to make the change and pay for it in full - only because this is an urgent matter: this is a ticket for my mother who is currently facing psychiatric problems and cannot be left alone - only to find out the person who made the change now booked me two departures ! I have tried contacting them online again but have obtained no answer.

customer reference = [protected]

PNR = UA9FIQ

STAF ERROR- (An Agent 'Anup') - who made an error & miss-communicated that the ticket is now reflecting as OPEN TICKET as per our change in plans but in fact the ticket is forfeited by the airline. It is to note that more than 48 hours notice was given in the cancellation of our journey as well as paid additionally to get a service for ( 1 x change/amendment allowed) on the ticket.

I have called almost 30 x times and waited almost 4 x months but in vein. Very bad customer service received as they have tried to conceal the staff error information, wherein, 2 agents were extremely rude and raised their voices at me .

I have recorded the calls for reference

My contact details are

[protected]

Raashid

Never use go to the gate . They cost me $1800 . A flight was canceled in the middle of my trip from Australia to Europe they told me I had to sort it out my self and they could only refund me the original price of the ticket $1300. They current pice of the cheapest ticket was $4200. After multiple calls and begging Malaysia airlines to change my canceled ticket after the said go to the gate has to do it and they wouldn’t , Malaysia airlines helped me out . I rang go to the gate said will this trip all work since I had got it changed he said yes . So I got to half way through my trip and needed to fly from Kuala Lumpur to Dubrovnik they said I could not board the plane because the the ticket wasn’t altered . So I got stuck in Kuala Lumpur for two days had to pay for a hotel and another $1500 for a plane flight . Everytime you call go to the gate they hang up on you or it takes a hour to speak they don’t help . When I was stuck at the airport called go to the gate there was 204 people in the cue before me , so obviously 204 other pissed off customers

Dear Sir/Madam,

Your flight with booking number BVEHGU, has now been cancelled due to the Covid-19 situation.

We will send a refund application to the airline and if the request is granted by the airline, we will process your refund in accordance with the airline’s policy and our Terms and Conditions

This was on the 14th Oct 2020 and I'm still waiting for the refund. I booked my ticket on the 5th Oct and my order is L5DHQD. So I ask them to give me the refund ID from the airline company Tap Portugal to get a status of my request.

Below is the refund application sent to the airline which the airline has rejected:

[protected]

We advise you to confirm the reason for the rejection with the airline as well. There is no other number which we have with us.

After asking TAP Portugal, they answer that this request number is invalid.

So Gotogate doesn't provide any information. I really doubt that they sent the refund application since TAP has no information.

I am writing regarding flight TO 3521 on 1st May 2022 from Athens (ATH) to Paris-Orly (ORY) with the scheduled departure time of 12:05pm with reference LJTXIO. This flight was booked in the website Gotogate. This flight was cancelled by Transavia Airlines. Transavia airlines have refunded Gotogate five days after the date of the cancelled flight. However, Gotogate has not yet refunded me. I have contacted the service client by telephone but they did not help me. I have also contacted their service client by email but Gotogate told me that I have to pay 30 euros in order to assist me. I re explained them the situtation but there is no anwser. As a result, Gotogate is keeping my money for over two months and their service client is not even trying to undestand the case. I would like to be get my money back.

I booked series of flights from Cebu, Philippines to Montreal, Quebec for June 30, 2022 through gotogate (mytrip) on May 9, 2022. Itinerary showed layover in Japan (with arrival in Haneda and departure in Narita). However, when I reached the embassy of Japan, I was told that Japan does not allow passengers to change airports due to quarantine measures. Upon knowing this, I called gotogate (mytrip) customer service on May 17, 2022 and told the agent (Saud P.) that I could not take the flights booked because I could not transfer from Haneda to Narita during the layover. The agent told me that I could cancel the tickets and get a refund or have open tickets. Initially, I wanted to cancel and have the refund but when I asked about open tickets whether I could use different routes and airlines he told me those were possible. So I ended up picking the open tickets.

After a few days, I called again to use the open tickets but the agent told me I could only use the same route and airlines. I insisted that they review my call with the agent who converted my tickets to open tickets because I wanted to use different routes since it wasn't possible for me to have layover in Japan and change airports. The agent told me it wasn't possible same with a few more agents whom I spoke to. These agents were telling me contradicting things so I told them that I wanted to cancel and ask for a refund instead. However, they all told me cancellation was not possible contrary to that agent Saud P who converted my tickets to open tickets told me. I also tried to cancel using their website but customer service told me cancellation was not possible. I've been sending numerous emails about my situation and about what the agent who converted the tickets to open tickets but they seem to ignore me.

It was very stressful and costly talking to the customer service representatives and no resolution has been made. It was mainly their mistake to advertise flights which are not possible for travellers to take. In my emails, I was persistent in asking for a refund, and the last email I got from them said rerouting was possible and that I should do rebooking by contacting them via phone which was not possible also. Wait times are too long and I don't get to talk to an agent. I sometimes get international calls which I think were from them but were not long enough for me to pick up. I also requested a detailed explanation about how to use the open tickets but I never got a feedback.

Now I still get emails about the upcoming flights as if they were not converted to open tickets. I feel that they are not considering my request and they don't want to resolve my issue.

I have to be back in Canada soon and while I was waiting for a resolution flight prices are going up. They have caused me a great deal of stress.