GoToGateReviews 2,823

It took them one year and a half to admit they have to do a refound (probably the flight company refounded to them) and then they send you an email that they will refound in 5 days but they never do.and they don't provide you any bank info to show you they really did the refound.they provide a reference id that your bank can't use to trace the money...If a transaction even exists. Don't expect their help in case you hit an issue.

The worst chat based customer service. I had one person completely starting chatting me in Russian. I had to speak to 20 or more agents to finally get my issue resolved and I'm still not sure if it is being refunded. The website gave me an error along with my Apple pay but it went thru both times. I would answer questions and they would ask me directly after the same thing I already answered them. Terrible customer service!

Basically we had a flight scheduled from Detroit to Minneapolis at 4:30pm. When we arrived, we found out the flight was changed to 7:30am... We never received an email from GoToGate regarding this change, in fact we received several emails confirming the original flight time. Logging into their app even shows no changes to the flight and shows the original time... Calling customer service was an absolute joke. They basically said there's nothing they could do, and even straight up lied about sending emails regarding the change. I can literally log into their app and see the same flight time we booked, but the rep tried to lie and say that was incorrect. This company is absolute scam. Avoid booking through them and go straight to the airlines for bookings. Cheap prices are not worth completely missing your flight and having no refund or change options.

Please please do not use Gotogate for airline tickets, holidays - anything. They are awful. I have been trying to cancel my airline tickets for almost a month as the airline (Loganair) changed our outward flight, meaning I would have to pay for extra nights etc. GTG have been utterly appalling. Their system has STILL not updated any changes made. I have explained the situation to them on so many occasions but they still do not acknowledge that there is an issue. They have told me I need to deal with the airline, so I have and they have agreed a full refund. But GTG have still not actioned this request. My flight is less than 2 weeks away and their system still shows the wrong dates. And still shows that I am flying. They have said they are on it but the airline has categorically denied any discussion with them. So here I am £700 down, expected to accept a flight back from Norway when I can't get there in the first place.
I implore you do not use them. Don't believe them when they say they are 'on it'. Appalling service. Terrible systems. Not responsive to requests for help. Repetitive with same answers although they have not done anything about it. Not willing to carry out their duties as an intermediary to airlines.

Very disappointing customer service experience. Cancellation charges are almost the same if not excess for the cost of booking. Avoid GOTOGATE!

I booked a ticket using their website and it was stated that you could get 8kg bag but when I paid I could only get a backpack on board (small carry on less than 8kg) and when I tried to contact them they kept fighting with me and didn't help even though I just wanted a refund or atleast more weight I called them 4 times used their email and everything but they don't even answer anymore they also stated a price on the website but afed I paid I realised its a higher price than what was stated so in conclusion they are scammers never work with them and their customer service is just bull$#*! never booking a flight with them again and I don't advise anyone to work with them horrible experience

Cancelled my flights without my permission the told me they had rebooked then when they hadn't and messed me around for weeks

I booked return flights to Rio de Janeiro. On November 16th,22 to flight August 16th, 23.
In July 23. When I contact the Airline for upgrade, I find out that I didn't have a return flight, I checked the booking confirmation from Gotogate, that shows that booked and paid for return flights.
I first contacted Gotogate. To asking what was happening, and the LYED saying was a change made by the airline! And I have to pay e extra £150! After complaining a lot they dropped to £125. I then contact the airline (TAP) that send me the prouve that my return flight never been booked!
Gotogate even treated me after I paid the extra £125. If I did not send them a email confirming that I accepted the T&c they would not send me my flight details.
Rubbish, disappointed disgusted

At the airport under pressure to book return tickets back home, misspelled 3 letters in total between my son & I, called to correct advised to pay a service fee charge of $62 AUD EACH to change the name. Then got an email a few days later to advise we had to pay $1900 AUD to correct our names on the airline! I paid $1820 for return flights for 2x adults & 2x children and they wanted my to pay $1900 to change 3 letters! Canceled the flight, still waiting on service fee refund and was advised they couldn't refund me my flights back even though I had cancelled three days before the flight. Will NEVER USE THEM AGAIN! Complete frauds & their customer service reps are $#*!! Don't know how to read & answer questions! Total scammers and fraud agency!
DO NOT BOOK OR USE! -5 STAR RATING

I was foolish enough to pay for a "flexible ticket" with this booking agency; it promised the possibility of rebooking without penalty or administration fees. But if the rebooked flights themselves cost more than your original purchase you have to pay the difference...sounds fair, no? Well not really. Because GoToGate will only offer you flights for rebooking at a widely inflated price, forcing you to pay a ridiculous price differential. In fact this differential is so high it is cheaper to simply purchase new flights from the original airline. So NEVER buy a flexible ticket from GoToGate, it's a complete waste of money. Only use this booking service if you are 100% certain that you can stick with the original itinerary.

Had if I had option of negative review, I would definitely would have given. Hopeless company and nothing short of fraudsters. They dont know country/airline specific policies and neither airlines with whom they are tagged have knowledge of visa policies. Specifically Saudi Airlines. Worst customer service. Had to shell out $300 for no reason because of incorrect and inconsistent information by customer service of both airlines and gotogate. Bunch of thieves. Do not ever go with this company when booking flights tickets.

People typically complain when something is wrong but say nothing when something good happens. Here's what happened to us...

I purchases three tickets with them almost two months prior to the departure date. The night before trying to check in, I encountered issues I thought would be resolved at the ticketing counter. Only to discover my "itinerary was invalid". I was appalled and very angry. I contacted someone through the app. Soon after I recieved a phone call, explaining that my tickets had been canceled and that the airline refunded my payment to the third-party site. They said I would receive full reimbursement AND a flight voucher. I was skeptical. Then I found all these bad reviews. Then I got an email saying my refund was on the way to my account. Then, it came. I actually recieved the refund and a travel voucher. Not sure what happened or what's going on. Something seems off, but maybe not a scam. I'm satisfied.

I wont never book a flight here anymore. Customer Service Agent will give you fake name and no Employee ID. You tell them your problem and never resolve your the problem. This Travel Company email me and asked us, if we can change my family flight early due the Qatar Airlines request. Promise us, if we dont want to take the early flight and l get my refund. So we decided to cancelled our trip. Gotogate email us that our refunds will be put back 6 days to the credit cards we used. After 2 weeks of waiting, l called them and Customer Service never give me an answer to resolve my problem and keep transferring, put me in hold, and want to end the call. L lost $5,910 but l hope l can help other travelers to be careful with this travel Company. This Company will scammed you just like happened to us.

This gotogate is a dishonest travel company. For their cancellation guarantee, they deliberately crafted the terms and conditions part so as to confuse the consumer. There is nothing written there that states you will be penalized for cancelling the 2nd/return leg of the journey. As a consumer, I searched in detail but I wasn't able to find any wording to determine this fact so I went ahead and purchase their cancellation guarantee, thinking they're siding with the consumer. I was wrong. I will never purchase from this site/company again and I would let everyone know about their dishonest practice.

When I purchased the original flight from GoToGate, I purchased a "Flexible Ticket" - meaning I was allowed to change my flight once. I called their Customer Service department and requested to change my flight, and after the call, they sent me an updated itinerary of new flight. However, this flight change was never actually processed to the airline. I called the airline (Japan Airlines) and they confirmed that they never received the change from GoToGate. Therefore, I was never able to take this flight, so it had to be canceled and refunded by the airline. I've tried calling GoToGate's customer service again and again, and every time, I am placed on hold and transferred at least 3 times. By the time I actually get to speak to someone, they hang up on me.

GoToGate kept my money and now they refuse to help me because they claimed the reservation was canceled and they cannot make any amendments. THEY ARE HUGE SCAM ARTISTS. I LOST $979.67 AND WASTED HOURS OF TIME.

No e-mail address. Helpless Chat box. I got dropped the 1st time. I got "escalated" the second time, and e-mails followed. Outrageous price gouging for a change of date, with a "take-it-or-leave-it" attitude. This company does not care about its customers, period.

These guys are crooks. Runaround, long wait time, poor customer service. I made an honest mistake while booking through them (misspelled passenger name). Caught it immediately in reading the email they send after you buy the ticket. You'd think it's a two minute call or sending an email, nope, try 4 hours and 12 minutes of being handed off, call dropped, insisting I speak with the airline, not their problem. Mind you this is all within 10 minutes of purchasing. Got hit with a 45 cancellation fee on a ticket that only cost 55 to begin with. So I got 10 back for a misspelling mistake and they kept 90% of the money even though the airline said it was fully refundable, so this tells me rather than taking care of customers they intentionally hurt them. I'll never use them again. First snd last. Absolute jerks.

It's very cheap price,and genuine, when I booked ticket after I read the reviews, manymore negative comments and 1/5 reviews only I was afraid but God grace last week I went back Riyadh to trivandrum. Overall I'm satisfied

This is the #1 worst company ever! Terrible customer service! How come this company exist on earth? Only dumbs and unprofessional s work at this place (not even worth to call a company). Purchased a flex tkt allowing me for changes and still they want to charge 1k per passenger! The explanation was total non sense. These ppl are terrible! Stay away from GoToGate! Worst experience ever! Juan's explanation made no sense, he was very repetitive, he didn't even believed what hi was saying! Terrible company!

I am writing this review to express my extreme dissatisfaction with the service provided by Gotogate. My recent experience with them was nothing short of a nightmare.
I purchased a ticket through Gotogate, and what followed was a series of miscommunications and errors on their part that left me utterly frustrated. The misinformation they provided about my departure led me to miss my flight. Instead of taking responsibility and assisting me in finding a solution, their agent shifted the blame onto the airline, claiming technical errors on their end.
The agent's response shocked me further when they insisted that I send a compensation request to the airline and handle the situation myself. On top of that, they suggested that I purchase a new ticket on my own. I reluctantly bought a new ticket for $300 and filed a request with the airline, only to receive a written response from the airline stating that the mistake was on Gotogate's end. They pointed out that the agent had given me incorrect information, absolving themselves of any responsibility.
The stress and inconvenience caused by this ordeal were unparalleled. Finding myself stranded at the airport in a city as expensive as Vancouver, without a ticket or accommodation, was a nightmare I hadn't experienced in years. Astonishingly, I was not alone in this predicament; there were at least seven others in a similar situation.
What adds to my frustration is the lack of a timely response from Gotogate. Despite the seriousness of the situation and the numerous attempts to contact them, I am still awaiting a reply.
This is my personal, subjective opinion, but I cannot emphasize enough: I strongly advise against using Gotogate's services. They are not accountable for their employees' mistakes, resort to falsehoods, and shift responsibility onto others. My experience serves as a cautionary tale, and I hope others can learn from it. Avoid Gotogate and choose a more reliable and responsible travel agency for your peace of mind.