GoToGate
Reviews and Complaints

I tried using a voucher BDGMHKKMAV issued to me for a flight UDHEWH when I rebooked on your site the booking of LJBHE44 but I was charged the full amount without the credit of the voucher.

I ask for an immediate refund of the voucher value

The issuance of the voucher was a mistake in the first place, as the reason for my request for rebooking was a change of flight by Ait France, a flight I had in my original booking

Tal Mund

+[protected]

On 23/4/22 I tried to book flying tickets from Tel Aviv to Vienna via GoToGate. After filling my credit card number I clicked the button for paying but I got a "processing error, try again in a few minutes" message. I tried again and got the same message. I then booked the flights directly from the flying company. I found out that GoToGate charged and issued the tickets although I didn't get any confirmation in the website. I find this "processing error..." Misleading.

Etihad have cancelled our flight.

We have to rebook through GotoGate. We have been waiting over 3 months for this and I keep being to be more patient and wait more time. Customer service have been terrible. They have not made an effort to contact the airline apart from sending emails which are going unanswered. I paid money for the "admin" fee of the travel agent to request the change.

I have spoken to Etihad and they have said the rebooking should be able to be done directly with no emails through a portal.

I have been promised a supervisor will call me back on numerous occasions (maybe 10).

I have never been contacted by Gotogate on this matter.

I booked 2 roundtrip tickets through GoToGate, total of $911.55. Order#L2APQE.

Flights cancelled due to pandemic.

Airline initially said I was not entitled to refund but could request a voucher from GoToGate.

Then Airline said I AM entitled to a refund, but instructed that I have to request it through GoToGate.

*** I have been trying for 11 months to secure the refund, hundreds of emails and phone calls, countless hours on hold, phone lines that drop off when on hold, customer service agents who give numerous excuses, say they will process it but I never hear back, say they will have a supervisor call me back but no call. Still stuck with the same result: GoToGate refuses to give me a refund, and they have not managed to process a re-booked flight. The voucher will expire soon, there is no solution.

I demand a refund. And I hope that you can help me secure it.

I booked a flexi ticket with GoTo gate and when I needed to change the ticket dates 2 months before the original trip and I finally got through to their customer support after 5 hours! they said that it was the responsibility of the airlines in question and that I should call them. I did and they said that this was not the case. Please stop this company from trading they are destroying lives!

booked for 2 people AKL - LHR return in May 2020, all flights were cancelled and you gave us an extension until September 2022 to rebook. we have now tried to rebook and there are flights from AKL to LHR but you are unable to provide a return journey. also the original booking was via Shanghai on AIrnz and this leg no longer exists. As you are UNABLE to provide the service i paid for and UNABLE to made a rebooking i can't see any possible reason that you can't give me a refund. i have rung numerous times and though the call centre staff are pleasant enough they can't help i have requested a supervisor to ring to no avail

BOOKING REF: HWWLIT

Hello,

I booked flights from Montreal YUL to Sao Paulo GRU.

Tickets bought on 17 of february 2022.

Purchased the flights through GOTOGATE. All flights with Aeromexico.

For the return flights, I wasn’t advised of the flight having been cancelled.

(see photo of the message I received)

I had paid an extra 150$ to be able to change departure dates.

(Which is what I am hoping to be refunded here.)

On the 15th of march, I have no idea what was to come.

My flight was supposed to leave the following night at 1am, (March 17, 2022.)

Since we can only confirm flights 24 hours before the said flight, I went to bed at a normal time

and I thought I would confirm them when I wake up the following morning.

I had not received an email about flight cancellation.

When I opened the Aeromexico app int he morning, it said flight on March 16. What does this mean ?

Further Research: March 16 @ 9:55am. It's already 8:30am.

I rush to take Uber to the airport. (No way to contact Aeromexico by phone)

I arrive at GRU (airport) and the Aeromexico counter is closed.

I intercept a lady leaving the counter (since she is wearing the uniform, I figured she could help me).

She tells me that there is nothing they can do. Only the travel agency can do what.

I managed to call GOTOGATE.

In the space of 2 hours I spoke to 5 people. They are of no help whatsoever.

I see a man wearing the Aeromexico uniform who informs me of where there is Aeromexico personnel who could help me.

I hadn't eaten or drunk anything. The two ladies at the aeromexico counter organize a return flight for me on Friday morning (March 18th).

Because of all this, I missed an important meeting with investors that could not be done on ZOOM.

I hereby request a refund of the fee I paid for date-flexibility. (150$)

I am in no way reponsible for all these inconveniences.

Additional fees I had to cover :

(Going to the airport and back to town and back to the airport again on the 18th of march.

Hotel expenses, food, drink, clothing, etc.)

My booking number was BYBXAS.

GOTOGATE NUMBER was LHR5PU

Reservation number was 2VBFO2

Thank you for your help in finding some justice in all of this.

My name is SYLVAIN ARCHAMBAULT

+[protected]

[protected]@gmail.com

Due to Covid my flight was cancelled on 4 October 2021 from Reno, to London Heathrow.

UNITED Airlines emailed me a confirmation t hat a refund request had been made on the same day.

Despite constant calls to GoToGate, each time 45 min on the phone, every week since October, their status still says "Waiting for United Airlines to process the application".

I spoke to United Airlines twice and they said there was a problem with the refund transaction and GoToGate need to contact them. I passed this on to GoToGate (I don't know why they can't communicate between themselves).

I've spoken to Ahmed - 15/12/21, Achal 24/12/21, Guarchin - 30/12/21, Azim -supervisor 15/01/22 and various other support team and refunds team including

Sagar and Desmond.

It's now been 6 months and I'm still awaiting the £628 refund.

Good evening,

Passenger name: Rawal Gill

Booking reference: LIXJ0V

Manchester - Istanbul

W34KW7 (Lufthansa)

Istanbul - Manchester

W34KW7 (Lufthansa)

I am writing this email in regards to this email booking. I was not allowed to travel on my ticket hence I requested for a refund. I paid the full amount that was shown for my ticket and I was not advised the class or range of the ticket.

Upon requesting a refund I was in kept waiting for 2 weeks and was given wrongful information that the refund has not been processed by Lufthansa. Once I spoke to Lufthansa, they confirmed me that they had already processed the refund to your company within the 5 days.

I was advised by Lufthansa to push this matter to their legal department as Gotogate is tarnishing their image and they will address this matter further.

I was refunded today from the company - after 3 weeks of misleading information and they paid me 89.58£. I was confirmed by Danish in customer services that Lufthansa paid Gotogate 120£. This again was a lie as I confirmed the refund from Lufthansa and they paid you full 1060£. Then on what grounds have I been paid 89.58£? I was never informed as it’s a non-refundable ticket or so on. Lufthansa has forced me to take this matter further and I will.

This misleading information has not only tarnished the image of Lufthansa but also effected my mental health as it has given me anxiety and stress over the weeks. Lufthansa is aware of this misleading information hence I will be pressing charges against the the company. Shortly, my solicitors will be getting in touch.

A few month ago (12.1.2022) I have bought two tickets from Gotogate but a few days later I hade to cancel them due to my father health and I did get a voucher for 90% of their worth (19.1.2022). Yesterday (17.4.2022) when I wanted to use this voucher Gotogate representatives deny that I ever received a voucher.

Can you help me ?

I booked my Air ticket through Gotogate.i cancelled ticket due to covid pandemic. And I make it a open ticket. Again I tried to use my Air ticket. Airways saying they refunded my money to travel agent. Gotogate is my travel Agent. I sent more than 5 emails. They didn't reply yet. This is the case of cheating. How do I put case against them

I NEED TO CHECK IF CANCELLATION FEE OF MY TICKET IS 177 USD

IF THIS IS THE CASE I WILL CANCEL THE BOOKING .The phone no that you gave us is not working .Order no LJX8T8

Michael Coleman passenger

Credit card holder PayPal

Cindy Coleman

The flight 4/6 from Sacramento to Las Vegas was overbooked, they referred us to Southwest which did not have a seat available.

This is the reservation for 4/6 with return 4/9.

---------- Forwarded message ---------

From: Flightnetwork Info

Date: Mon, Apr 4, 2022 at 12:32 AM

Subject: Your trip to Las Vegas (Nv) is just around the corner! Do you have everything you need?

To:

The countdown has begun

With only a few days left before your departure, we are here to make your trip as smooth as possible.

Check your booking information below, as well as some useful tips for your trip!

My Bookings

Order number: LJV6JK



Flight booking

From To

Date Time

Sacramento International Apt Las Vegas Mccarran International Apt

Thu 07 Apr 2022 19:08 - 20:33

Las Vegas Mccarran International Apt Sacramento International Apt

Sun 10 Apr 2022 16:41 - 18:14

Find more for your trip

You have added already



Checked baggage

Seat reservations

Available services for you



Check-in

Baggage service

See all available services

When the flight was overbooked this confirmation code LJV6JK WAS deleted. Customer service phone would not help me because that confirmation code was no longer under Coleman so I went to the counter at the airport for Spirit airline and when she entered that number, it was no longer under Michael Coleman, but another name and the flight was to Fort Lauderdale, Florida not Las Vegas.

She said she was able to refund $441.18 to my card, but since the flight code was deleted she couldn’t do anything.

We received this email regarding the flight.

From: Spirit Airlines

Date: Thu, Apr 7, 2022 at 7:39 PM

Subject: Spirit Airlines Cancellation : HFJ6HZ

To:

Spirit Airlines

BOOK TRIPS DEALS PARTNERS

Spirit Guest |

0 Points | #

Itinerary Cancellation

Please review the contents of this document carefully.

Please do not reply to this email. The reply email address is used solely for outgoing email documents.

YOUR CONFIRMATION CODE

HFJ6HZ

Booking Date Wednesday, March 30, 2022

Customer Information

NAME ASSISTANCE FREE SPIRIT #

Michael James Coleman None

Purchase Price

Original Purchase $441.18

MasterCard refund -$441.18

Refund -$441.18

Additional Information

If you have additional questions, click here to chat with an agent now.

You can also review our online FAQ or Contract of Carriage for additional options and information related to your travel.

This was Spirits response when I asked about the refund.

Your request is currently being reviewed by one of our representatives. Please note you don't have to call back in, feel free to go about your day and we will come back to you here with the resolution or next steps.

Hi Michael, Thank you for choosing Spirit Airlines. I am Kaiden M, I will be happy to assist you. Please allow me a moment to review the information you've shared earlier.

May I know the reason you would like to have a refund ?

The flight was overbooked, they referred us to Southwest which did not have a seat available then we ended up going red eye in Southwest. The notation was that the refund was to my Mastercard but I used Visa.

The return flight was also canceled.

Your refund was already processed on the 7th of Jan 2022.

To what card? And you mean April 7?

The card ending with 4700 was used for payment and refunded on the same one.

How can I see where it was “refunded”

You will have to check your statements.

We processed a refund with an amount of $441.18 USD to the credit card on file and you will be receiving a confirmation email shortly that could take up to 60 minutes. Please note: Refunds are processed immediately; however, the time it takes to post to an account may vary, depending on the financial institution. It is at the discretion of your credit card company as to how long it takes to process your credit. As a general rule, it can take up to 7 business days to receive your credit. Please be advised that once a refund is issued, we are no longer in possession of the funds.

I don’t have a card with that number. Another thing that happened was when your company put in the reservation number it had been issued to someone else. Sebastian Martinez?

Can you check the reservation number LJV6JK and see if his credit card number is 4700 and a Mastercard?

Mine was 5591 and Visa.

May I have the email id please ?

We can refund it to the original source only and it was refunded to the one which was used for payment.

How can this payment be from a number I don’t have. There is a big mistake. Did you check what I asked?

May I have the registered email id for Sebastian ?

I am not Sebastian. This is a mistake. Your company gave me that name. I don’t know who that is. It was a mix up.

HFJ6HZ is under your name Michael Coleman.

But Can you check the reservation number LJV6JK and see if his credit card number is 4700 and a Mastercard?

I will need his email id please.

I do not have it. He is no relation to me. I do not know him. Somehow he got assigned Michael Coleman’s reservation number it was there and then it was changed.

The app had Michael Coleman’s name and reservation and then when I tried it after the flight was canceled the app said the number did not match the name.

We ended up purchasing a new ticket going red eye in Southwest.

In September 2020 I bought a connection flight (totally 4 flights connected) one way from Mexico City to Istanbul for 10th December

Booking ref was : L56GXA

I bought on gotogate

one flight was rescheduled so I wasnt able to use all the flights

Since then, I started writing to gotogate for a refund, but they keep on avoiding it

I filled complains in their website, by email, they keep answering that due to a full load of work their answer could delay

Never a solution, never a compensation, or a refund

This company is a Scam, they do not have any respect for the customer

By telephone is quite impossible to reach

I am still trying and writing to have a compensation

Booking Ref: OXVHD2

Order number LD3UK4

Hello,

I ordered a flight for my brother and his 3 kids from Barcelona to San Francisco on March 24 2022. My brother and his family had one 20kg luggage that I paid for to gotogate.

When they arrived at the airport and were trying to drop of their bag airline representative told them they have to pay again because there is no payment. After 30 min of conversation and sending airline confirmation latter and receipt indicating that luggage was paid, my brother still ended up paying because they said they never received payment from gotogate agency.

A few days after I called gotogate and asked them for refund since we double paid.

After being on hold for over 40 min and going on hold multiple times during conversation they told me the luggage was included and hang up the phone.

DO NOT EVER ENGAGE IN BUSSINESS WITH THIS AGENCY.

They never paid the airline but engaged in criminal activity by keeping money for themselves and making customer pay again.

I booked a return ticket via Saudi Airline for my wife Poonam Bagale using Gotogate last year , the flight was cancelled due to covid please see details below.

Booking canceled

London – Mumbai (Bombay)

Thu 16 Dec 2021 – Thu 30 Dec 2021

Return

1 passenger

Order number: LDXF64

Use your order number for all communication with us.

Airline booking reference

Use the airline booking reference to contact the airline, and when you check in at the airport.

London - Mumbai (Bombay)

TDEWVX (Saudi Arabian Airlines)

Mumbai (Bombay) - London

TDEWVX (Saudi Arabian Airlines)

I was advised by Gotogate my ticket would be refunded in full i.e. £978 minus £20 which Gotogate would charge ad admin fee.

Despite calling them numerous time i was always give the same reply that Gotogate hadn't received the refund from Saudiairline.

I contacted Saudi Airline who advised me they had indeed refunded my ticked and I needed to contact Gotogate for a refund, they actually sent me a email confirming this please see attachment.

Even when I confronted Gotogate with this information they still insist Saudi airlines haven't paid them.

Please contact me at [protected]@gmail.com

I booked flights with Gotogate on 06/29/2021 with bookings number M8ZGKV. One of my flights on the way back from New Orleans got cancelled without me being notified.

Flight schedule:

Nr 1: New Orleans to Toronto Pearson Intl

Nr 2: Toronto Pearson Intl to Montréal Pierre Trudeau Intl Apt

Nr 3: Montréal Pierre Trudeau Intl Apt to Brussels

I did my check-in one day before departure, however, I was only able to check-in for flights nr 2 and 3. I was not able to check-in for flight nr 1, so I went earlier to the airport to check-in there. When I arrived at Louis Armstrong New Orleans International Airport, I was told that my first flight did not exist as Air Canada did not operate in New Orleans anymore. I tried to reach Gotogate without success. Needing to be back home for Christmas, I was forced to buy a flight on the spot for 1874.00 USD.

I tried to contact Gotogate on 12 /26/2021 to get a refund. After the third call I finally got the customer care on the phone that gave me another number to contact, which did not exist. I called again and had another employee on the phone that told me that Gotogate will call me back within 2 weeks about the matter or will send me an email if I do not reply. I never received a call or email. I tried to call back after 2 weeks multiple times (sometimes waiting for an hour and half on the phone!) but no one ever picked up. Since then I have been trying to contact them via email. They either don’t reply at all or they say that they will get back to me soon, which they don’t.

The flight was carried out with Air Canada, so I contacted them as well. They told me that they notified Gotogate from the flight cancellation on September 21st, 2021. Hence, they say that it is the responsability of Gotogate to refund me.

We paid our money for our flights to Go To Gate around the 01/02/2020 for the departure date of 13th April 2020 to Return 24th April 2020.

Perth to Bali Garuda ESNFLB

Bali to Perth Malindo Air GGONXE

Passenger $708.23each

Support Package Premium $95.00

Check - in boarding card to be issued 3 hr before departure $20.00

Booking ref by text $4.00

Mobile Travel Plan $4.50

Total $3664.65

Booking No. ESNFLB/GGONXE

Order No. L2AIP9

Dear Sir,

Referring to the subject matter above, I would like to seek help from your kind office to assist me on this matter.

On 28th March 2022 at 1.00am (Malaysian timing) I was trying to make a roundtrip booking Kul-Perth via MyTrip from SkyScanner.com. The several attempts made was unsuccessful as the browser kept getting processing error on the webpage (Please refer to "Exhibit A"). Then at 1.15am on the same day I received an email detailing that "The requested URL was rejected. Please consult with your administrator." (Please refer “Exhibit B”). I triple-checked and there was still no confirmation nor travel documents sent to me. As a result of the rejection request email, I was led to believe that no bookings were confirmed.

Due to the non-confirmation at 9.45am on the same day I proceeded to make another attempt to book the same travel itinerary via Gotogate.com of which by 9.48am a confirmation email and travel documents were sent immediately after. (Booking number : LJPT33)

To double confirm, I called my bank and was quickly alerted that my card was charged twice for the same amount. Upon checking, there are two successful floating charges to my card and the bank informed me that I need to discuss this with the 3rd party website and have one transaction to be reversed as soonest. I have also reached out to both Scoot and Malindo Airlines and they are adamant for me to settle with the third party website as the bookings were not done directly at their website.

The disadvantage was instantly apparent due to the double charges and double booking issues. I managed to speak to several of your customer service agents (Mr, Prathan, Ms Roshini) At 12.31pm, Ms. Roshini from your good office sent me the travel documents for the 1st booking after hearing my issue (which was initially deemed unsuccessful) and directed me to Mr. Abishek regarding the request for reversal of charges for the technical glitch of the double booking. I was advised to explain the dire situation in detail for the investigation to proceed.

In light of my current financial predicament, please look into the matter and I plead for this whole reversal of charges application to be completed as soonest and I believe that your team will assist me at best to avoid a similar experience of indeliberate double bookings made by these two previous customers due to technical glitch (https://www.complaintsboard.com/gotogate-i-made-double-booking-reservation-c1028152). Please let me know if there is anything that I can assist on my side to expedite the investigation results.

I am reiterating my position in having one booking to be reversed immediately and for another booking to be maintained as I will still proceed with one of the bookings from KL-Perth via Scoot (28/04/2022) and Malindo (06/05/2022)

For ease of reference, I have summarised the whole incident in the timeline below:

On 28th March 2022:

(1) At 1.00am attempted to book but there were processing errors on web page. (Please refer “Exhibit A”)

(2) At 1.15am, received email detailing "The requested URL was rejected. Please consult with your administrator." (Please refer “Exhibit B”). No travel documents or confirmation email received.

(3) At 9.45am attempt to book the same flight itinerary via GoToGate was successful

(4) At 9.48am travel documents and email were received instantly (Please refer "Exhibit C")

(5) At 10am called bank to double confirm and was informed that both transactions went through and floating

(6) At 11.16am-1pm spoke to few customers service person in charged and was advised to send email for further investigation

I hope to hear from your team soon and I can be contacted via +[protected]. Thank you in advance for your help.

--

Regards,

Naim Azizi