GoToGateReviews 2,843

My wife and I had booked an American Airlines itinerary from Indianapolis to Providence, RI, via Booking.com, a company with whom I'd had generally satisfactory experiences in the past. My wife woke up too sick to travel, so I called American to rebook on the same flights, the following day. This was a little after 5:00 am.

The customer service rep at American told me there were plenty of seats available on those flights and that the price was actually more than $60 cheaper on Tuesday. She told me American would issue credits for future flights for the difference in price. She also said American would charge me $50 per seat ($100) to make the schedule change because I had booked the flights through a third party agent. She suggested I make the change through Booking.com, so I would not have to pay the rebooking fee.

So I called Booking's customer service line instead. I found myself at an Indian call center. I explained the situation, and passed along the advice I had gotten from the American Airlines agent. After two lengthy holds, the agent returned and said he was transferring me to the "Rebooking Department."

Another agent -- after two even longer holds -- came back to the phone and told me that there were seats available, but that the airline would charge "some fees for rebooking," in the amount of $567.

I got quite irate with the agent and hung up. I called American Airlines back and did the rebooking with them.

The charge that the agent attempted to impose on me was completely bogus. I verified this with American. I made it clear I regarded the attempt as fraudulent and advised Booking.com to investigate the business practices of its customer service organization, or at least this particular call center. I got a couple of emails from Booking.com, but ultimately they indicated the problem was with their partner, and there was nothing further they could do.

Their partner is GoToGate.

Really that's the worst company ever. My flight was cancelled and I cannot get a refund. Worst website, worst CUSTOMER SERVICE. Don't book flights with them.

Horrible customer service. They sell you offerings and then won't deliver. Their customer service, when you finally get them says all they can do is escalate the case, and you never hear from them again. They took me for hundreds of dollars.

We booked a flight for a stag party of 16 to krakow booking with gotogate flying with Wizz air. The flight out was fine and we had no issues of any sort. The return flight however ended up a nightmare! We were flying back to Luton but due to the very hot weather Luton's runway melted so the flight was delayed. We were then notified that the flight had been cancelled and that we needed to collect our luggage and head to the Wizz air information desk where we would be advised on the next steps and sorting a return flight. Having stood in a queue for 2.5hrs we finally got to the desk where we were advised that the we would have to contact gotogate as they had placed our booking. The website was next to useless simply advising that we call the customer service team. We called the number several times and on each occasion following the brief introduction message the line cut us off. We have sent multiple emails as this appears to be the only method of communication this bunch of rip off merchants use requesting a refund for the cancelled flights. I have been told that we need to speak with Wizz air directly to sort this situation (WE DONT... as we never dealt with them, we booked through gotogate) I have been told that as the cancellation was COVID 19 related we would get no refund? WHEN DID COVID 19 MELT TARMAC?! We have been offered wizz air credits which we can access via our wizz air account that we used to buy the tickets. Except we don't have an account GOTOGATE DO so these are totally pointless and not what was requested. Currently we have been waiting 6 months and have received absolutely nothing back from gotogate.
They are an absolute disgrace and should be avoided at all costs!

Scam scam scam. I will never purchase a ticket from the agency. They just wanted to up charge me for everything. Even after the airline had canceled my ticket. They wanted to charge me for the cancellation. What a joke. Also they barley can speak/understand english.

Worst service ever. NEVER EVER BOOK THROUGH THEM. I bought a flight with a value of over +800 euros on Monday. On Tuesday afternoon (the flight was scheduled for Wednesday), I received an email stating that the flight was not confirmed and I needed to make the payments again...I checked, and my booking was never confirmed. I checked the flight cost, and the cost was + 400 euros higher for the same flight. I first called customer service via chat, but they could not even understand the problem; they said I needed to wait for a reimbursement. I called the call center in Italian, and they were not even able to help...indeed they told me that they couldn't do anything and it was almost not their problem. Then I called English customer service. They were nicer; they explained to me that apparently, the airline company had an issue but not clear if this was because the price in the meantime was higher... and that this can happen and they can notify you up to 24 hours later. In short not able to support me...even if not my fault. But their problem managing the booking. Now I'm without a flight, and the only way to leave is to pay 1/3 more than the price I already paid. By the way, they couldn't even support me via phone with another booking since they don't have the service. What a SCAM!

GO TO GATE ES UN FRAUDE TOTAL! ME VENDIERON UN VUELO CON HORARIO DE ATERRIZAJE DISTINTO AL REAL! Y COMO TENIA ESCALA CON ELLOS MISMOS PAGANDO EL SEGURO, NO ME HICIERON NINGUNA GARANTÍA!

They sold me a expired ticket!
Is a scam! Never use it
Reservation LKK2WY on 17 of november!
They never answered back

They sold me a refundable ticket but purchased a non-refundable one from the airline. And now they refuse to refund me.

GotGate is a Scam agency
It is been an year and they have still not refunded my cancellation even after multiple calls and emails

I wish I had read reviews before booking with them. Worst experience ever, but now is too late. Stay away from this provider Go to gate.

I bought my plane ticket for Rio de Janeiro from Ushuaia in March 2022 for November 2022. In October go to gate informed me that the airline had changed the first leg of the journey such that I would miss the second flight. I called customer service and they said I could either cancel for a refund or they could rebook. At the same time they said they had no options available for rebooking. Basically I had to cancel my booking. They lied and said I would receive a refund. This company stole my money: $1000.89. They are crooks. Do not use them.

I wish I could give zero scores. Totally scam! Keep far away from it!

While I was booking a flight at GOTOGATE, it increased the price without noticing me and confirming. The booking process by GOTAGATE is an intentionally designed fraud.

Cancellation right after booking grabs you all kinds of tax, processing and handling fee! No customer care at all!

Email it will get a response like 'Will take three months processing'. Never seen an immoral booking provider like this.

Booked a flight with gotogate and had multiple problems:
1. Purchased travel insurance via the gotogate platform, but they didn't give me the insurance number. Contacted their support team and the lady in the other side was the least helpful possible, even sounded like she was doing me a favor. Not to mention she gave me the wrong email to contact the insurance company.
2. On the way back had a connection flight with easyjet and had to purchase extra hand lugage. Now, because gotogate books flights in a stupid way, they assign the easyjet reservation with an email I don't have access to (diogo.raposo1(at)booktripairlines.com) nor can I use to login to easyjet. Now I need the invoice for that luggage that was sent to the above email. Contacted their support and once more they couldn't have been of least help, refusing to listen to my explanation.

Highly disadvise that any reservations are done via gotogate as not even their support team seems to be internally hired. Just some random people following scripts that could easily just a be a robot.

By far the worst company ever! My flight changed they did not inform me and did not want to refund me and I had to call the airline myself and fighting for my refund now! How can i book my flight with you and you dont update mme that it changed so i missed my flight and then you say its not your problem? What joke!

Do not ever to think to buy any tickets from this company you will loose your money it happens with me so I want warning everyone to not to use this scammer please safe yourself and your money.
I lost my money and had to buy another ticket out of bucket my trip was on 08/15/2022

Stay a way please.

Gotogate literally take your money I've been waiting over 2 years for a refund gotogate
must have got from the airline already they just rip people off and get away with it