GoToGateReviews 2,837

Widen cancellation fees "service fee" even airline cancelled flight. Outsourced unprofessional call services

I made the huge mistake of buying through this site since it came up when i used Google flights to search for flights. Each time i called i waited over 1 hour 20 mins to even get through to "customer service". Then they want to charge me $$$ to change flight and are calling me to collect more money after spending 3+ hrs to change flight.

Booked through gotogate... credit card charged and its the last you will hear from them... just like the other reviews... stay away...

I have been trying to reschedule for 4 months now to an extent that my travel dates have passed and I still haven't heard back. I have been calling to check on a weekly basis only to receive the same response every single time. They say that I would be contacted by an agent and I get nothing after. I have asked for a refund now and that too as expected has been taking forever. On top of it all, they charge a "$30 service fee" for a service that is not offered. It is the absolute worst ticketing platform.

BEWARE! I basically got stuck with a couple $600 tickets I could not use or exchange. I originally booked a flight to Puerto Vallarta through GoToGate and needed to reschedule. I called customer service, who suggested I contact the Mexican airline I was originally scheduled use. Upon calling them I quickly realized AeroBus has no customer service… just an automated operator, which disconnects after 15 minutes on hold (I must have called 4 or 5 times, and got disconnected every time). When I called GoToGate to tell them I couldn't get in contact with anyone from AeroBus, they told me there was nothing they could do. I spent the whole day trying to reschedule online, but no luck. To sum things up—BEWARE!

I bought an Air Alaska connecting to Fiji Airways ticket to join a cruise in Fiji through Kayak. Fiji Airways then canceled my flight. The itinerary said Etraveli in Sweden. No phone number. No email. Fiji Airways would not talk to me and said it was Etraveli/Goto gate's problem. I could not contact Etraveli ($50 in long distance phone on hold to Sweden-no answer). I finally figured out that GoToGate was the actual agent. Then GotoGate either did not pick up or said they would research it and get me an answer in 2 months. On one call they said not to call them anymore as it was being investigated by the Better Business Bureau. No idea how they came up with that. Anyway, I had to buy another $1200 ticket. GoToGate never got an answer back to me.

THIS BUSINESS IS SCAM

PS Amex platinum did not stand up for me and gave me some big long response about how the merchant provided me with another flight which they didn't because any replacement flight 24 hours later meant I missed my tour. So I am canceling my AMEX Platinum 4 months into the year. This is a $400 loss for me but worth it because how dare AMEX not help me with this.

Had a horrible experience dealing with customer care. The reps were extremely rude and disrespectful. The rude rep I talked to was Susheel Singh (Atleast thats what he said his name was). Provided zero help. I finally cancelled my ticket and booked a new one with the airline directly.

This is a scam, I had to wait for more than 2 hours on the phone to learn that they cant refund my money even though the flights were cancelled by the airlines. Then one guy said he can process my refund with a $55 charge but I am still waiting for over $1000. Authorities should take action to delist these fraudulent companies

Charged my credit card, but didn't give me a confirmation on the site. Had the wrong email so insists it's my fault. What a scam! Take your card and run. Orbitz should be ashamed for directing consumers there.

They booked me on a flight that did not exist, just to get my business. Showed up to the airport to find out that Flare Air does not fly on Sundays. They felt it was okay to advertise and sell me a flight that didn't exist and stick me on a flight on Monday instead. They refused any kind of refund for me having to deal with this inconvenience as they stated I cancelled the flight and that goes against the return policy. Please book directly through the airline to avoid these major mess ups. The amount you save will never be worth the hassle. I feel there should be a class action lawsuit against this company and others like it.

I will never use gotogate again and will tell everyone to avoid it.
I purchased a ticket and my flight was canceled. They kept telling me I will get refunded when the airlines gives them refund. So I called the airlines and they informed me they did, so I called again. After calling 4 times, waiting 30 minutes each time, being hung up I got 190 out 480 I paid. Next time iam in Miami I will go visit this agency in person iam that angry. I will be filing with better business bureau.

It is a pure scam full business. They DO NOT help anything at all. Flight rebooking was a complete failure. It is so much and too much to tell in here. My advice is to stay away, stay away, and stay away. You will regret it if you go with them.

Basically GoToGate fleeced me of the money for a flight that was impacted by Covid in 2021. They would not respond to any communication from me (email and phone) which rendered me unable to contact the airline to explain that I wouldn't be on the flight. I would NEVER use GoToGate again and would warn anyone to NEVER choose to give them any business. It was an absolute disgrace. I still feel upset by the whole experience because there seems to be no accountability at all. Plus, like most hard-working people, I couldn't afford to lose the money on the tickets. I give GoToGate a zero star rating.

Don't use this company. Very bad service and expensive. If you want changes you are forced to go via gotogate and this cost a lot more then directly via the airline itself. You pay extra is you want help, so extra payment for almost no service. Furthermore it takes on average 1h if you want to speak the help desk which you need to contact because they never answer to mails. Even on review websites they send automated response messages. Check the reviews on reviewwebsites before using them.

These guys are frauds, stay away, was stranded by them in Srilanka as they sold a fake ticket and they didnt even refuns my money

Booked a return flight at Christmas time from Sydney to London on Cathay Pacific through Go to Gate. Cathay Pacific sent me an email directly cancelling one leg of the return flight two days before leaving date. Tried to call Go to Gate and had to wait an hour before I could speak with anyone. This person denied the flight was cancelled when I had the proof from Cathay Pacific. Told me to call back the next day which I did and suffered another hour waiting to speak with anyone and this person hung up on me. The next day I called back ( again waiting an hour before I could speak with anyone) This time I asked the representative if I cancelled the all flights on this trip to see my family at Christmas time would I receive a refund. I asked twice and she said YES. I asked if it would be a full refund and she said YES but I would probably have to pay $64 AUD Go to Gate Fee. I agreed to cancel my flights based on this information.
A month later I received an email say I was a NO SHOW and not eligible for a refund in fact I would have to pay a cancellation fee per person. This I disputed as I was not a NO SHOW. I provided evidence of the cancelled flight from Cathay Pacific and asked for a transcript of the conversation I had with their representative advising I would get a full refund. I have not received this to date.
Go to Gate do not reply to you. Do not use them. I am still fighting this 4 months later. They are fraudulent, cheating innocent parties out of thousands of dollars. I will NEVER recommend them

This company works fine, as long as the flight goes as planned. The minute anything changes, like a flight delay, cancellation, rescheduling that doesn't work, then if you need ANYTHING, they will charge ridiculous fees to change with the airline. The airline will not deal with you directly because you bought through GoToGate. If you spend HOURS on the phone with GoToGate, you may get some of your flight money back (after their fees), but you will never see your seat that you bought for that redeye refunded. RUN the other way unless the ticket is worth throwing away should there be a problem. Book directly with the airline.

My fault that I got my flights booked through GoToGate without checking their rating! But THEY DID LIVE UP TO IT! Worst services that can be provided to the customer - The agent Banged the phone right to my face because I wanted to get wheelchair assistant service added to the ticket (which are provided free by every airline). What else can they do or offer if they can't even assist with FREE SERVICE!

Booking and payment was smooth...
But when there was a need, Worst customer service, phone keeps disconnecting. The customer service representative is not willing to help.
They ask you to list the name of the agent you last spoke. How can you expect to remember each of their names, when you had to call multiple times for a single issue.!
They also give false confirmation and donot follow up on it. Cut the line and do not call back.
Very unprofessional! I would say they are cheats!

I booked flights on KLM through GOTOGATE and before payment it offered the FLEX option. Only available at the time of payment. Flex option offers 1 free change. Pay the difference in fare only. I thought it was a good idea and paid the extra $494. After payment I realized that I made a huge mistake as the airline offers free changes. I immediately phoned GOTOGATE to cancel but they were not willing to help even though I just made the booking. They just said the Flex option is non-refundable. I requested to speak to a manager who only tried to phone me back 2 days later. I am very upset because they offer the Flex option on a already changeable ticket. What a waste of money. I could have booked the same flights for the same price through the airline and make free changes. GOTOGATE also only offer 1 free change with the Flex option and will probable charge a service fee thereafter. And terrible customer service. Stay away!