GoToGateReviews 2,835

Booked my flight on Friday and paid about 3K. Saturday morning they send me an email saying that they can not issue my tickets and they have sent an email about refunds. NO, they have not! I tried to call the customer service and after 5 failed attempts and hours and hours of wait, the lady on the phone says she can't help me because her system is not working (very rude!).
No response to the emails either.
I don't know when I will get refunds. I need to book my flights and I can not do this because you SCAMMERS are holding my money.
I am going to write these reviews in every available online forum to at least make everyone aware that gotogate is a SCAM and never ever do business with them.
-10/5

We bought the round trip flight tickets for five people from Hong Kong to Casablanca with Gotogate on 22 Dec., 2018. We will set off received an email from Gotogate dated 12 May 2019 saying that "there is flights changes, if the new schedule is not suitable for you a full refund of the ticket is also possible (less credit card or internet bank fee)." We were informed to reply to their email within two days. Therefore I made the request to cancel the booking on 13 May 2019.

Since we got no reply, I sent the email to ask for them but in vain. I called the customer service twice, their staff told me they would transfer my call to another person, then my phone got cut off.

Then we received their another email saying that my original flights are again operating with the minor time change. But we have purchased the round trip flight tickets with other airline. We will set off on 15 June 2019. We sent them emails many times. They ignored our messages. Up till now we haven't yet received their response. We can't get our refund.

Our Booking number: TKPTYY
Our Order number: KSK4E6

Thanks and regards,
Corrina

Their system crashed again and agian while we were trying to make a booking and although we checked the names several times, they got the name of our infant wrong on the ticket and would not correct it and for 3 weeks before the flight we kept trying to reach them but their customer service kept giving us the run around saying they would try to find a solution and work on it but never doing anything or even sending us the emails they promised to send us.

Flights are cheap. Booked business class tickets with gotogate.

Had a problem with my booking. Was downgraded and flight was Unconfirmed.

Customer care was poor. Emailed them twice, issue was not addressed. Called them 6 times, was put on hold also. Longest was 30minutes, had to hang up due to the expense.

Issue was never addressed, compensation was never offered. Hotline agent even raised her voice. It seems gotogate does not concern themselves with these problems. It was my problem and I had to contact the airline myself.

I want future customers to be made aware so that they would not make the same mistake of booking with gotogate as i did.

Flights are cheap, hence, customer service is unsatisfactory and substandard

My flight schedule got changed to very early morning so wanted a flight later in the day. In order for GoToGate to speak with the airline you have to puchase a "support pack" for £20. I did that and despite chasing via their prefered comunication method (email) I didn't get any further response. The Email correspondance were a nightmare so tried calling them a number of times. Always got the message unusual high call volumes when you call them. When I finally managed to get through I was told they couldn't view my details because the system was down and I should call back in 30 mintues. They were not prepared to call me even though I had this "support pack". Called back after an hour and same problem. Other attempts, email and online forms were been ignored. On the day of the flight I had to get the airline desk to resolve my issue. Subsequent contact to have my money returned have gone ignored. Will be instructing my Credit Card company to arrange a chargeback.

TERRIBLE company!
No better describe than this, really!
My father was order a ticket from them and the website shows that the credit card not pass,
So he tried another card, and now he paid twice for the same flight!
It's really unable to reach them not by mail and not by phone.
After 25 minutes, someone answer my call, and said that it's not refundable and he didn't received our mails.
More than this, while I tried to talk with this agent named Aninda, he was put me on waiting music while I was talk, and just didn't come back to the conversation, after again long minutes of hoping, I hang up!
Awful service, Awful company!
NEVER trust this company, they only think how to take more money from all of us!

SCAM - Misleading sales flow and the WORST customer service. When booking it asks for your name upfront before payment which I put a Chris (assuming this was for a gotogate account/review my booking in the future etc. - not clear this is the name for the ticket) this is also the name for my bank card. I purchased a ticket and then when I tried to check in online it wouldn't let me. Usually, it wouldn't have mattered what the purchase name is... as I regularly can check in online and put my details for the flight ticket in (including my full name Christopher). This has never been an issue in the past!. On realising the name was still under Chris and not Christopher, I tried to call them twice before my flight, but all I got was hold music. So failing to get through to their customer service I decided i would check in at the airport. I got to the airport with lots of time, and the airline was really helpfully and supportive. But I was unable to fly due to not being able to change the name to Christopher (which i understand and makes sense).

The airline mentioned I may be able to claim back the taxes from the flight. I called GoToGate customer service and asked if anything could be done... i found them extremely aggressive (interrupting and generally not trying to listen to the issue) when i asked whether i could get any of the money i had paid back they said no and the full amount paid couldnt be refunded. Then when i said i had been told about the possibility of the taxes being refunded, they said that they could do this and would let me know how much (if anything) i would receive.

AVOID THIS COMPANY

Poor costumes service. Look to rip people off
Poor costumes service.
They canceled my flight without even letting me know. I called the airline because I couldn't add my passport information and they where the ones that told me that there was something wrong going on and I had to call gotogate.
Therefore I find out that my flight was canceled without a refund... luckily I called the airline otherwise I would have gone to the airport without a ticket.
Will never do business with them again. Better to buy your tickets from the main airline website, tickets are cheaper too

Purchased a flight ticket from Gotogate
Purchased a flight ticket from Gotogate and noticed 3 months before my flight that my second last name is missing from the confirmation,, contacted them to make the cahnge but they refused claiming that only the airline (TAP portugal) can proceed with the change, called the airline who confirmed that Gotogate are known for not fulfilling their obligations with the customers and that TAP portugal only access the tickets 48h before the flight. Very bad service, never deal with these companies! Ghada Idrissi

Last Friday, I reserved a flight for me and my husband on GoToGate (suggested by your site) and received by email the confirmation with the reference nr. PQYTHY and the amount of 1602, 99 was taken out of my bank account. Some hours later, I received an email from them informing that due to "technical reasons" my reserve was cancelled and that I would be reimbursed immediately. Three days after, I have not yet the money on my account. I have already informed the bank that this was a scam and that they should sue GoToGate for fraud. This is the third message I'msending without any answer from them. Therefore, I give them 6 hours to reimburse me otherwise I will complain of this scam to the police and I am going to divulge in all possible sites the type of company GoToGate is and that it was suggested by Skyscanner. You have to be responsible for the sites you suggest and if they cheat the clients you should not recommend them otherwise you will also be part of their scam.
Maria Goncalves

I booked an Economy classic ticket with go gate for Virgin Alantic, this ticket should include checked luggage and early check in, they issued an Economy light ticket to Virgin Alantic, which does not include checked luggage, and you pay extra to check in early.

I called 4 days in a rows to be told the same thing, was like ground hog day." INDIAN ACCENT" MAAM I CAN CLEARLY SEE YOU HAVE CHECKED LUGGAGE, WE HAVE ISSUED THE CORRECT TICKET" CONTACT AIRLINE"

I ALSO ADVISED THAT I HAD CONTACTED THE AIRLINE BEFORE I CALLED THEM.

ANYTIME YOU ASK TO SPEAK TO A MANAGER, THERE IS NONE AVAILABLE UNTIL 2 HOURS. EVEN IF YOU CALL BACK 2 HOURS LATER... I AM BEYOND MAD

I even got a rep from the airline on a 3 way call with there cust service. THEY said they would open an investigation - heard nothing... WHAT A JOKE.

I will now have to pay an extra $400 out of pocket for checked luggage, which is suppose to be included in the ticket I paid for.

I wouldn't be so mad if the tickets were not expensive I paid almost $4,000 for my tickets. Then id be saying well you get what you pay for...

I WILL NEVER EVER USE THIS SITE AGAIN.

ALSO NOTE I FLY 2 TIMES A YEAR FROM USA TO EUROPE... SO ILL HAPPILY TAKE MY $$$$$ ELSE WHERE.

I'm going to keep messaging you until you actually accept the fact that you have not fulfilled your part of the contract we entered into when you said you would sort out the flights with Turkish airlines.
I had to do the leg work, not you. If I had left it to you it would NOT have been resolved. My husband and I had to drive 140mile round trip to go to Turkish airlines desk to get the issue resolved because your staff said Turkish airlines weren't being helpful and were taking their time. Please explain to me then how when we went to the actual desk, they changed the flights for us without hesitation and were dumbfounded at your actual inability to provide a decent customer service. Please refund me my £19.99 now

I have just found out that I have cancer. I wrote to gotogate to explain this and that i needed to cancel my flight in Australia. Their response was: "Dear Sir/Madam, Thank you for your email.We have received your request that you wish to cancel your booking. We are always required to follow the airline rules for the ticket(s) that you have booked through us. In this case, according to the rules set out by the airline it is not possible to get a refund of your booking in case of cancellation. Please note that your booking has not been cancelled yet. We ask you to get back to us and confirm if you would like our assistance with the cancellation by replying to this email. Kind regards, Olga S, Customer Service Gotogate" I would advise anybody considering booking with these people to reconsider and book with a company that offers good customer service and acts with compassion!

Dear sir

I have cancelled the booking on 25 th Dec 2018 and till now have not received any refund for the cancellation.

I am requesting you to please organise to refund the amount due to me. Below are details of the booking

GOTOGATE ************** SA. GOTOGATE. C SWE
Flight booking Order number: KSCNX3

From To
Date Time

Chennai
Bahrain
Fri 28 Dec 2018 21:25 - 23:50

Bahrain
Riyadh
Sat 29 Dec 2018 02:30 - 03:45

Passengers
E-Ticket number(s) Book. No./air. Ref.

VENKATRAMAN Mr SWAMINATHAN

************** NJHODL /
GF/DPEMGK

V Swaminathan Mob: **************

I would not book through GoToGate. Ever. My husband and I booked a flight months ago. I booked under my maiden name, and needed to change due to a legal name change. On the Thomas Cook Airline website, it states that a legal name change can be made without a fee. We contacted Thomas Cook Airlines, who said they cannot do anything and to contact GoToGate. GoToGate, of course, said they can't do anything and to contact Thomas Cook Airlines. This went back and forth numerous times for months. We ended up needing to book a third flight because nobody could figure it out. Finally, I contacted GoToGate by phone for a last attempt. They charged me $25 to look into the issue. I sent in the required documents and $25. After 11 business days (which was supposed to be 7-10 business days) I tried to call GoToGate. I was put on hold for 20 minutes four times. Keep in mind, this cost extra money since it was an international call. FInally, I got a hold of an agent. They said that Thomas Cook Airline would allow a refund for my flight so I could rebook, but that they would withhold $71 in fees. I said ok and asked about seat assignments since we had paid to book our seats. They said I could contact GoToGate or Thomas Cook Airlines once I booked my new flight to change either seat. I contacted Thomas Cook Airlines, and they said they could change my seat but not my husband's since it was booked through GoToGate. I called GoToGate, they said it would cost $60 to change his seat. I said no way! I've already paid $25 and $71 in fees due to this change! Reminder that legal name changes are stated to be free through Thomas Cook Airlines, but apparently GoToGate is not allowed. Now we're going back and forth about seat changes and neither GoToGate or Thomas Cook Airlines can figure it out. Thomas Cook Airlines told me just now that they don't charge for seat changes, which means GoToGate must have lied to me. We're left sitting in completely different rows on our honeymoon trip and out $96.