GoToGateReviews 2,841

I asked an operator to cancel my ticket because of the problem with my son's travel document and she said that they could not do anything. Then I asked to change my ticket or refund money, but they refused to help me. That day I was in a very difficult situation with my seven months old baby, but none of the members of the company did care. They don't work at all. What's more, anyone couldn't speak Polish, their English is so bad.

I booked tickets that were "flexible" on the GoToGate website. I was traveling to Brussels, on IcelandAir, with the expectation that these tickets were fully refundable. My travel dates were December 2021. Covid spiked in Europe so we canceled our plans, knowing that we bought "flexible" tickets. When we canceled, they only gave us credit for $995 of our $1222. 27 tickets that we bought, but said we had until October 2022 to use the tickets. I was upset that we didn't get the refund I thought I would receive, but ok, at least we got a credit. Now I am trying to rebook a flight in July, and I am told I can only fly the same route I originally booked (which no longer worked for me). They will not change the route without authorization from IcelandAir; and IcelandAir says they won't give me authorization, GoToGate must ask for the authorization. DO NOT USE GOTOGATE! Their service is terrible, you must wait hours to reach a representative, and then they are not helpful.

So I tryied to book my trip for 10 and the app switched to to the 24 and now there trying to rip me off warning to all they will tell you to call and keep hold for days then they hang up on you with no help now I'm out almost 200 warning to all this is a bad air travel site it should

I selected this site via a google search because it was the top advertised site. They cx'd one leg of my flight to maximize profits, without consulting me. When I checked, the flight was still available, contrary to what they told me in an email. DO NOT DO BUSINESS WITH THESE SCAMMERS

Terrible business, wont help despite positive covid test. I would book anywhere else instead of through them

We booked with BahamasAir. Airline changed departure of our flight, which wouldn't work with our travel plans. Contacted BahamasAir who told me exactly what had to happen to get my refund. Contacted Go To Gate, forwarded the information from BahamasAir to them, & Go To Gate REFUSED to give me my refund!

Go with another company. Do not book with go to gate. They take no accountability for any flight related issues even with issuance. Their reps will do everything possible to avoid assisting you and will blame you for issues.

I purchased flights for Ukrainian refugees fleeing war. The airline incorrectly Informed them that a transfer country will not accept them, the following day they admitted that the information is incorrect. I pleaded with gotogate to reinstate their flights but was denied every time and directed elsewhere to no avail. They could care less about these people and that the issues is a result of airline error.

If you book with them and experience any issues, you will not be helped. You will be blamed and will need to purchase tickets again. Avoid the headache and take your business elsewhere.

I was rejected from my flight this morning at Manchester airport, due to a rejection of my VALID COVID test... When I called "gotogate" to change my flight 3 hours before my flight, I was on hold for 45 minutes before I got through to a customer representative, we were in the process of changed the flight when they put me on hold again for 3-4 minutes, then hung up on me. I then called back and was in hold again for over an hour at which point my original flight had already taken off. I called them back and again, I have currently been on hold for over an hour and a half. They finally picked up, but there is only background noise... There is someone speaking in the background in a foreign language but they have not aknowledge my voice or continued asking if anyone is there... There are just people singing and talking...

I've tried the ibot as well, with zero luck... It ended up only being a review service... Not an actual customer service, service...

I have had to put one star for this review to be published but if it were possible, I would keep it at zero stars... There is literally zero service to star... for what I have paid for to have...

Incredibly disappointed and frustrated and have zero idea what to do.

Definitely do not use this service if you can help it, there isn't any!

After stay on the line from overseas for one hour nobody responded to my call, how someone can trust such irresponsible company, please book through a different searching engine and avoid this!

This company is an absolute scam. Over the course of several months, four different agents told me four different things about whether I could get a refund for an unused ticket, or convert it to another ticket later on. In the end, after waiting on hold for hours and hours and requesting dozens of calls with supervisors, they told me I was ineligible to do anything, and that my $400 would go to waste. They have no desire to help their customers, and their customer service line is an absolute mess. You can't even reach them by email. Never EVER book with GoToGate. Complete scam.

Never ever want to deal with this 3rd party company. They kept demand more and more many from you. When you want make cancellation they will put you on hold for 2-3 hours. I recommend everyone taking time to report them on BBB ( better business bureau). And call yours bank to dispute the transaction. That's the only possible way you could get yours money back from this scam company.

That's sad to share my experience with GoToGate, they are smart to make people fool and this is what they are doing.
Keep calling them, they don't care... they are available to respond your call in nice way but no result neither support... just nice talking no solution to your issue.

It's something like sweet poison. If you wish to get stuck with them. You can use their service and forget about any support also any solution if you need from them... but yeah they will make you cry and helpless.

I got an alert that my checked baggage service was canceled the day before my flight. Thank god I checked my email and saw this. Turns out one of my flights changed too. Between the new luggage fees and a hotel cancelation for the changed flight my luggage fee effectively more than doubled. The only reason they got a star was because 0 wasn't an option.

Their service is a joke and I am being generous.

1- I got cancelled the seats I had pre-selected due to a "technical error". Here, at least they had the courtesy to give back the money, but still disappointing.

2- On My Bookings, where it is supposed to be an option to add another luggage (according the website), it was not possible to do so. Instead, it sent me back to the main webpage.

3- Immediately, I sent a message through this web messaging system and explained the issue about not being able to add another suitcase. I asked for assistance and for the price to add it. After several days, there was no answer.

I sent another message through this web reminding them my issue and said that if it was not possible to know the price of the extra suitcase or add another suitcase, I wanted to cancel my ticket immediately so I could find another one with another company. Still no answer.

5- I called to the assistance number (+44 203 455 03 90) more than 10 times until I finally got an answer from the operator. I explained the situation and he said that a different department was in charge of that, so he put me through with them. After listening to the waiting melody for 1hour 10 min, I hang up and called the number again. The same operator answered and he said "Really? They didn't answer all this time? That's strange... Well, now their line is available, please let me put you through". So here I was, listening to the same melody and waiting again for another 20 min (these are international calls). There was still no answer, so I hang up and called the same number for the third time. Nobody picked up the phone. I tried more than 7 times, but still no answer.

5- The day of the flight came and I couldn't connect on the phone with go to gate nor I received any answered from the webpage of Go To Gate. So I had no more option than going directly to the airport. The airline said they had to charge me for the extra suitcase according to the policies of my Go To Gate ticket, so I had to pay 82,800 Japanese yen (around 721 usd!) for excess weight, which is similar to the price of the ticket. My flight was about to go and I had no other choice than paying this ridiculous amount.

It occurred on: 24/02/2022

This meant that I bought a ticket I could not cancel with a company that didn't allow me to add an extra suitcase. A company that didn't answer any messages I sent through their own webpage and that kept me waiting for over an hour on an international call, just to get put through again and made me wait for another 20 min. A company that charged me 721 usd for a 25 kg suitcase, which is almost like the amount of the plane ticket itself.

I got an answer about the issue on 21/03/2022. The answer was: "we would like to inform you that baggage are not refundable".

This is the most disappointing airline service. I had to change the dates of my flights, so this person told me that I would have to pay an extra $160 for that. Then, I purchased their platinum package to avoid the additional fees. Because they have mentioned that they will not charge an administration fee if you bought a platinum package. But after that, they said I'll have to pay $212 extra for the changes? What is wrong with these people?

Yea plz don't book ticket from this site why will not respond you properly and service is not good
Airline itself giving a full refund and all these guys are cheaters i don't find 0 rating. So giving one

Worst travel agency ever, Have to wait on a queue more than a couple of hours every time before they can pick up the phone and they charged the price difference between normal fare and rebooking fare.

Would never use them again or advise anyone of them! Idiots

I purchased Virgin flexi ticket (no cost for rebooking) through Gotogate and I had to reschedule it due to COVID pandemic. After I called them to rebook another date, they said that I have to pay a $972 fare difference plus $55 admin fee, so I asked them how much is the price per ticket (I purchased 4) they told me $489 and when I went to THEIR website and put the exact same flight (destination, time, airline) it was $390. When I tried to talk to the guy why there is the difference between the price they charged and the price shown on THEIR Website. The guy got very rude and defensive and told me there is a price difference between normal fare and rebooking fare so I asked him where I can see the rebooking fare so that I could make sure i was not been overcharged. He said he only could see the price on their system and there is no other place I could check for it.

I called Virgin Airline after hanged up with Gotogate to find out if Virgin charges any price difference or fees on rebooking. The Virgin customer service replied me that there is no any fee involved during my rebooking based on my fare type.

Gotogate is a complete scammer, Completed ripped off! Why don't any airlines company, government agency take action against them.