GoToGateReviews 2,835

I purchased a flexible ticket to be able to change my flight at no cost and their phones were down for 2-3 days, which is the only way you were allowed to change your flight. They then told me that they would not honor the flexible ticket and it took them 6 months to call me back. Do not use them! The hold lines are also hours before you will ever speak to someone. I will never use them again, they are the worst!

Lorsque mes vols ont été déplacés par la compagnie aérienne, Gotogate n'a fait aucune démarche pour nous aider. Pire, ils exigeaient des frais non nécessaire. J'avais beaucoup de difficulté à comprendre les employés de leur centre d'appel, car soit leur accent était terrible, soit que j'entendais 3 personnes en même temps.

I made a booking with this awful company only to realize 5 minutes later that I made a mistake on the date. I needed to change the flight to the next day and on their site the flight was even cheaper than the one I booked. I spent almost 2 hours on the phone, only to be handled by a man in India that was rude and unwilling to hear me. All he kept saying was that I was wasting my time and if I wanted to change my flight I was gonna be charged more than the cancellation fee ($98)! So pathetic that they cannot wave the fee when the flight information hasn't even gone through the airline website yet. Save yourself the stress and book with Expedia because they will fully refund your money within 24 hrs of booking.

This is the worst ticketing agency i have ever came across. After first paying 250$ for the "flexible ticket", I was promised not to be charged again. After waiting for 1h30min on the phone, I was charged 500$ extra after asking to reschedule my ticket and when i asked to talk to the manager, the agent REFUSED to do so and was disrespectful. Oh and forget about them answering your emails, they will only do that after 3-4 days.
Terrible service, would not recommend even if it's your last choice. Nothing is guaranteed with them, be careful.

I booked an international flight for my sister. Her flight got changed by the airline three months before the trip. I had to call the company, since they booked it. The line is usually 150+ people long and I have spend an average of 3.5 hours waiting in the que each time. I had to call 7 times during two months for them to finally change the flight to the correct time. One time I waited 3 hours in line just for the agent to tell me her system is down and that I should call back in one hour. There is no communication between agents and each time you will have to explain again what your issue is. Plus, if you get disconnected during the call you have to call back and go back in line where you started. The agents have no empathy and simply answer with standard responses. I am usually very patient, but this exceeds the limit and is not good customer service. Emailing them is also useless, since they will tell you that you have to call them for rebookings, even if you specify the exact flights you want and every other detail.

Spend your money elsewhere if you can. This will cost you more time and nerves than the savings are.

The worst customer service I've ever experienced. Booked through Gotogate for an Allegience flight. Allegience refunded the cost of my tickets to Gotogate after my flight was cancelled, but no one from Gotogate will talk to me to transfer that refund back to me. VERY FRUSTRATING after spending so much on my tickets...

I exchanged about 7 emails with customer service, each time less helpful than the last. Ultimately I ended up just letting them "win" without receiving any refund or credit back because I was so exhausted by the whole process. I knew I shouldn't have purchased airline tickets through go-to-gate but now I will ensure I really never do again. Go straight through the airline - it's very likely that gotogate won't honor the purchase policies and you'll lose all money should something go wrong.

They hide behind their terms and conditions that few read. My credit card company told me that they have enormous amount of complaints. They are almost impossible to contact. PLEASE STAY AWAY. THEY ARE PROFESSIONAL SCAMMERS

Please for peace of mind do not use this company. When things are going right, no one really cares. It's when things are going wrong that you need someone to listen to you. I booked 8 business class seats for long haul. The airline cancelled the flights, and I was not informed. I had paid extra for seat reservations and one flexi ticket. They have refused to refund these despite none of this being our fault. I wish I had checked their reviews before booking with them. Their Indian call centre passes you from pillar to post and eventually refuse.

And Worst experience I have ever had. They sold me a trip - a total of two flights, different airlines, self transfer but with connection guarantee. I missed the connection because first, the first flight was delayed but second and most importantly - even if the flight made it on time (8:40) I still would have never made it because apparently the check in for the second one closed at 8:30.
I spent hours on the phone trying to reach them only to be told that they can get me on another flight only in 3-5 business days and asked me to contact the second flight airline to cancel the booking so they can give me a refund.
Of course the airline won't do anything, and it is the travel agency's responsibility to meet their own terms and conditions such as the self transfer guarantee which they fail to do and make receiving a refund impossible. A huge scam, waste of money, stress because I was stuck in Singapore with my 5 year old and more money - I had to buy a ticket to reach my final destination myself which cost me another 760$ dollars on top of the 450$ which was the second flight that I will probably never get a refund for.
Scammers and thieves.

I am traveling with my fiancee to Thailand. We suddenly get separated and put on 2 different flights. They have had 4 weeks to sort the issue but failed to do so. They told us to telephone them to get the situation resolved. I was 99 in the queue. 3 hrs later we got through to a useless Asian customer service advisor who put us through to a department that could help. Would you believe we are back to 66 in the queue. A further 4hrs and 15 mins later we get through only to be told by another rude Asian with bad english that they cant do anything.
To add to the insult. I paid for a window seat and they moved me to an isle seat but wouldnt refund me.
The worst run travel agency ever. Do not use these idiots. I wouldnt even give them one star

I am lucky I only lost $68; however, the customer service is both a lie and a scam. I was told to call back each time and on the 3rd time was told that I would be issued a refund. Lesson learned: although I always book though the primary party, I slipped this one time and paid the price. I am upset that Kayak has them as a partner, which has diminished my view of Kayak unless they remove them from their site as well. If I could put 0 stars I would. DO NOT USE THEM - THEY ARE A TOTAL SCAM!

Avoid this platform at all costs. It is not worth the saving and the customer is useless. They want to charge me $ 30 to fix a typo in my birth date. The ticket cost $ 100. It is outrageous. Run form this company

This is the worst airline booking service. It takes approx 90 mins to connect to customer care.
Unable to book the ticket, the payment was pending and no booking number or invoice received. After multiple follow-ups, we were able to cancel the booking.

Whoever owns this business should go to jail. The whole company is a scam. Customer service is basically non-existent. This organisation is pathetic and they should not be in operation anymore. These people are imbeciles!

I've been waiting for a refund since April, they say they have paid me but its not arrived, they don't reply to messages and I've spent hours waiting on the telephone, I called this morning and I was 161 in the que. I've yet to decide if they are incompetent or crooks?

Never use go to the gate. They cost me $1800. A flight was canceled in the middle of my trip from Australia to Europe they told me I had to sort it out my self and they could only refund me the original price of the ticket $1300. They current pice of the cheapest ticket was $4200. After multiple calls and begging Malaysia airlines to change my canceled ticket after the said go to the gate has to do it and they wouldn't, Malaysia airlines helped me out. I rang go to the gate said will this trip all work since I had got it changed he said yes. So I got to half way through my trip and needed to fly from Kuala Lumpur to Dubrovnik they said I could not board the plane because the the ticket wasn't altered. So I got stuck in Kuala Lumpur for two days had to pay for a hotel and another $1500 for a plane flight. Everytime you call go to the gate they hang up on you or it takes a hour to speak they don't help. When I was stuck at the airport called go to the gate there was 204 people in the cue before me, so obviously 204 other pissed off customers

I booked a flight with them, had to change the date which they said was fine. However, they said I had to call customer service to change the date over the phone. They kept me waiting in line for hours, only to have someone pick up and then disconnect the call before I could re-book. This happened 4 times in a row. They lied and said they tried to call me back - there is no way to reach them directly without waiting in an hours-long line every time you call back. I've spent all day on hold with them and have had no success changing my ticket which is now worthless. This is 100% a scam - do NOT book with them.

They sell insurance through Cover Genius, which is a fraudulent company that doesn't have a valid phone number to reach out to follow the status of your claims.

Firstly, let me say that this website is a SCAM and offers TERRIBLE SUPPORT. The flight I booked was moved the day after I booked it by the airline. The airline immediately emailed me that I am entitled to a 100% refund HOWEVER, because it was booked through GoToGate, I needed to get the refund through them. I called them twice to request a refund and was HUNG UP ON BOTH TIMES. Then when I finally reached them they told me to send an email - I did, and it was never responded to. I called back, and they told me if I want a refund, I would need to pay $45 to cover administrative fees? But the airline website was giving me 100% back, and I ordered the flight online... so what admin cost is this covering? This is a HUGE SCAM. DO NOT BOOK WITH THIS COMPANY AT ALL COSTS!