GoToGateReviews 2,842

I rebooked 3 out of my 5 flights to NZ from 3wks to 2wks, paid $411 rebooking fee (1.Darwin to 2.Melbourne to 3.Auckland to 4.Christchurch to 5.Melbourne to Darwin). Going to NZ is smooth, but when I went to check in for my flight (Auckland to Christchurch) on the new date that I asked the travel agency to rebook, the airline said I was not on the flight. Agency didn't actioned the rebooking. I have to buy 3 new flights because of booked accommodation, rental car and adventures. I raised a refund request for the 3 flights that I have to buy ($1400+). After multiple emails, phone calls and stress, the travel agency only refunded me $411 rebooking fee. They also got the money from the flights that I didn't use. They responses to my email are also generic.

DO NOT USE THIS TRAVEL AGENCY.

These people are the most useless people l have dealt with. I wanted to change my flight. I called them 9 times and they kept telling me their system has broken down so l should call later. They are liars who don't care about customers. Avoid them.

Absolutely terrible customer service. They have had weeks to deal with a simple change & have now left it too late despite me chasing daily over the last week. They will tell you the request has been prioritised & marked as urgent & that someone will call you back but I never received a call from them, I always had to chase. I can't believe a company like this is still allowed to trade. Save yourself the hassle & book elsewhere!

Customer service understand nothing, don't buy anything here. No help to get, just $#*!. I regret. Never again

Airline canceled all flights on my travel date. GotoGate never send me an email notification. Airline does to have my contact info to notify me of changes. I found out from a friend taking the same flight. When I call to rebook, they said I need to call airline myself. Airline refunded in full, per airline website, to a credit card own by GotoGate. I call GotoGate for the refund and they change a $40 processing fee for the refund. I never received flight service, dealt with changes myself. What service did GotoGate provide?

I tested positive for Covid-19. Singapore Airlines offers a full refund with all cancellation fees waived. Go To Gate would not issue a refund because they said we had used our flexible change service. We did not use the service, we accidentally put our return dates in the departure date, and changed it within 10 minutes of the original booking. Please stay very far away from this "company". Sweden must have some sort of law that protects them because they should have been shut down a long time ago!

If you are reading this review, it's probably too late and you have already been victimized by this chance internet promise of saving $10. In fact, the face savings may appear to be $10 or so, but one will end up loosing your sanity and more $$$.
Horrible experience, bad business practices.

Doesn't even deserve the 1 star. Words can't describe how awful, stressful and disgraceful this company are. Messed up their end, countless times they told me they'd ring back, they didn't. Messed up their end by accidentally cancelling the flight, not admitting it and went to the airport unknowing if we were actually going to make it. They do not care about you, messed up absolutely everything and I strongly advise no one ever to use this company. A holiday should be relaxing not the complete opposite. How awful to tell your kids at the airport that go to gate have messed up our flight and we can't go on holiday. Customer service is shocking and disgraceful. I strongly advise anyone to never ever go through this company. Worst company out there. No one use if you're actually wanting a stress free holiday- or a holiday at all for that matter.

My fight was canceled, and they did nothing to help me reschedule. I ended up paying out of pocket to get home. GoToGate took no responsibility. A 60-minute phone call with their customer service ends with a "my-manager-will-back-to-you" email (which goes no where).

Please be aware! This agency has a Very poor customer service! I purchased a ticket and added an additional extra as flexible ticket plus so I can cancel the flight and get a full refund in case of unexpected changes. So frustrating when they told me I need to provide for a medical before they will give me a refund. Medical reason should not be due to Covid-19 and should be other illness. They said this is according to Ryanair's policy which in fact in the same day I cancel a flight to other part of europe with the same airline and got a full refund. This website and agency is A BULL$#*!! PEOPLE Please don't be a victim oike me and ended up giving away humdreds of euros to them.

Terrible experience, both the outbound and return flights were cancelled, bad customer experience and they refused to provide an adequate refund for a completely cancelled service. I was unable to fly to my destination despite ensuring that I did everything correctly and without error. Looking at their other ratings online, both on SiteJabber and TrustPilot, I should have never used them in the first place.

Purchased flexible tickets. Call customer service for a earlier flight. It sounded like a call center in India. Hard to understand. The rep said she would call the airline and call me back. She never called back. Just a rip off.

I booked 3 tickets in SPIRIT airlines from KAYAK website Las Vegas to Minneapolis. KAYAK booked the tickets through GoToGate.com. I had to cancel the tickets and I was told to call SPIRIT airlines directly with the booking code. SPIRIT canceled my flight and immediately refunded the amount. But because I booked through this GoToGate.com the refund went to them. It's been more than a month to see my money back. Whenever I call them they say SPIRIT has not returned the money to them. BIG SCAM! MONEY SWINDLERS! Better to book your tickets through airline website.

We were bumped from our flight and the refund was issued via check to them. They have refused to refund us even though we provided the check numbers and confirmed they were cashed. Considering legal action

Wish I could rate zero stars. One is too high. We booked through this scam artist of a company and they stole our money. When the airline cancelled our flight, Gotogate charged us $25 even though it wasn't our fault. We had no control over the circumstances. When we inquired as to why we would be charged money when it was the airlines fault, we were met with a "too bad, so sad" attitude. Avoid this ripoff company at all costs! They should change the name to Gotohell!

I purchased a plane ticket through GotoGate with travel insurance. Unfortunately, my travel companion had a medical emergency and was unable to travel. I had to cancel my trip. I attempted to contact GotoGate from the moment I found out. I was offered to move my trip. After attempting several dates, they said I would receive a refund instead. I asked for a follow-up via email but was not sent a follow-up. I called again the next week to confirm my refund status but was told the other agent "lied" to me and that I was not eligible for a refund and would not be receiving one. I have called and emailed several times since then asking to speak to a supervisor but have not been contacted. Every time I call in over the past couple of months I am told I will be called back and they refuse to transfer me to a supervisor. I was finally called last week but it was during a time I was unavailable. I attempted to call in since then and have been told once again I will be receiving a callback. This company is not offering the service I paid for, is not offering any help, and is refusing to acknowledge that their employee LIED to me to get me off the phone. They are not truthful and should not be trusted. I need a refund since I did not receive the services.

Booked a flight with gotogate and never received a confirmation email yet its been 4days and the money has been deducted from my account...
Why won't you respond to my emails?
Where is my flight confirmation number?
Can you please contact me or give me my money back ASAP?

Avoid at all costs! We had a nightmare with this company. Our flight was cancelled and Lufthansa changed the flight to later one in the day but advised us that GoToGate had to issue the tickets as they were purchased through them.

We rang gotogate and were advised that new tickets were going to be emailed in 8 hours. 8 hours later nothing came through. We kept ringing up customers service who cannot speak proper English end then they advised us to keep waiting for the new tickets to arrive.

After about 10 calls it turned out we were not booked onto the later flight!

We had to purchase new tickets and fly from the other side of UK.

Worst customer service I have ever experienced by any company.

Never, ever buy tickets via this company and buy directly from the airline. We learnt this the hard way.

First time also the last time, I've bought tickets but go go gate wrote my name wrong on tickets, they've asked to pay more for correct their mistakes. Each time sends useless emails with different name and just try not refund money even I've bought tickets cancellation insurance.
What a terrible agent, I don't like go to gate, but I need my money back.