GoToGateReviews 2,843

I booked airline tickets with GoToGate.com in March 2021. GoToGate notified me the airlines changed my flight in June 2021 and I accepted the change. In July 2021 GoToGate notified me the airlines had cancelled my entire itinerary. I requested a full refund and they told me the airlines would only give me a voucher. I live in Montana and have no use for a voucher on Carribean Air or Winair. In addition, what airlines cancels a flight and doesn't give a full refund? I had NOTHING to do with the cancellation. GoToGate finally responded in September 2021 they would look into a refund, then crickets. I then received a text message a few days ago my flight was departing in 24 hours. I was like, what? I had already made other travel plans as my flight was CANCELLED! I called GoToGate and they confirmed my flight was indeed cancelled, but they could not process a refund because the airlines had not indicated a refund was due in the "remarks" of her computer screen. She told me I had to call the airlines directly to request a refund. I made her stay on the line and we called the airlines together. At this point I had been on the phone with GoToGate for an hour and was talking to my 3rd CSR. The airlines CSR agreed to a refund within 2 minutes and sent me an email confirmation. GoToGate then told me in order to process the refund I needed to go to their website, request correspondence with their refund department and I would receive an email allowing me to copy screen shots of the refund email from the airlines so GoToGate could then process the refund. Pissed off, I complied and now have been waiting 4 days for them to respond to my request. This site is a fraud and will steal your money. They owe me $841 and without calling the Queen of England (GoToGate is a UK company), I'm pretty sure I will never see that money again.

This is a scam company. After giving them my information for a flight, they scammed me out of an additional $493 flight I never booked. Stay far away from this company. They offer what seems to be a deal, then they screw you over.

I paid extra to purchase a flexible ticket from Lisbon to NYC. When it came time to change my ticket date, I called the GotoGate call center 3 times. Each time the agent said it was not within their control to change the ticket and someone would call me back. But this never happened. I even confirmed the number with the agents twice.

They did not follow through on their promise of it being a flexible ticket

The call wait times were also extremely long, often on hold for 1 hour or more. Their US number was also defunct/broken, had to use the Canadian number

I bought round trips to Nicaragua during summer with Gotogate - first of all, the price was WAY more than what it would be if you buy from actual airlines. I had to get it through them since the airlines had no more flights I needed. I did the Covid PCR test, got to the airport hours earlier to not leave anything to chance and the airline did not let me board - THEY SAID GOTOGATE HAD NOT "ACTIVATED" my name on the flight (what that means, months later I do not know). The airline Avianca told me that I should call Gotogate and see what's happening - so I called their customer serice (which is mainly in other countries) and spent HOURS waiting for someone to pick up. By then, I had missed my flight. When they picked up, they had no idea of what was going on and offered no help. Literally none. I have since called at least 20 times, asked for a refund, or even a simple explanation. Every time I called, a different rep would give me a bullish*t reason just to say something because I would not let them off the phone without an answer. They said that it was 1 because I didn't do the PCR Covid test (BUT I DID! I showed them the email confirming and showing how they even confirmed that they had received my results), then they said it was for X reason. I debunked them again. Then Y reason. After a while they admitted to not knowing what happened BUT WOULD NOT REFUND ME. I had to call Chase and request a refund for scam - which Chase understood. I would even personally send proof of all of this for whoever on the internet wants to reach out to me to show you the situation if it means that Gotogate never gets another customer again. I now know other people that had other problems with them since I've been spreading the word about my awful experience. Stay away!

In June 2021 I bought an air ticket through gotogate.com.au, with departure scheduled at the end of August. One week earlier I was informed the flight had been cancelled and I asked for a refund. I had to pay a fee for this privilege but over five months later I have not yet been reimbursed. Gotogate kept telling me they had not received the airline's ok for the refund and that it would take time, etc. However, when I contacted the airline directly to inquire they informed me (and provided proof) that they had given the ok to www.gotogate.com for the reimbursement just a few days after the flight had been cancelled. The replies of gotogate.com customer service appear to be more and more just copy and paste. I will probably have to go to court to claim my money back. My suggestion is to avoid, avoid them.

I canceled a flight and I can not get a refund because they (gotogate) do not send the cancellation request, I spend hours on the phones and there is no answer and there is a response, beware of them

WARNING DO NOT USE BOOKING.COM TO BOOK FLIGHT.
Well I do not take a vacation very often so my wife decided she would like to go to Florida for Christmas this year. I decided to use booking.com to book our flights. I went to their website booked my trip. I figured we would do it up and I would book first class tickets. When I got a conformation email they had changed the flights down to economy seats. I called the number and explained that I had booked first class. The first 3 people I spoke to put me on hold and ended up hanging up on me. I finally got a person who said for me to just cancel the flight and rebook it first class. She then told me she could only cancel the first part of our round trip. The next morning we got news that Kellie's Dad will not be in Florida in December. I called booking.com back they said sorry sir you can not cancel the flight. I said that I was guaranteed if I wanted to cancel I had 24 hours to do so. This is where it gets crazy. When I told her we still had two hours before the 24 hours was up she hung up on me. I called back in each time I told someone I needed to cancel my flights the hung up on us. That happened numerous times with about 20 minute waits each time. This went on for hours and hours. I asked to speak to a manager. They said the manager will get back to me in a few days. I said that would be past the 24 hours. I asked to speak to someone else. That is when I was told that they are not booking.com they are GO TO GATE. I asked to speak to someone from booking.com they said there is no one to speak to. I ASKED FOR THEIR NUMBER. Sorry they do not have one. She said that they GO TO GATE handle all of BOOKING. COMS flights. That was two weeks ago. I got an email today from a manager that said sorry you are past your 24 hour cancellation time.
Please share this post with all of your friends and family……
WARNING DO NOT USE BOOKING.
My advise to anyone booking flights make sure you DO NOT USE booking.com

Yes they allegedly sell airline tickets -
But it's impossible to get them prior getting to airport. So if you enjoy getting to airport 3-4 hours early for your flight to do everything that you would have done on your phone to get your boarding pass and upload COVID docs etc. throw that idea out the window and just go to airport at least you won't waste your time twice.
Makes traveling home from international destination very enjoyable.

Beware of this website. I learnt a harsh lesson. My flight got cancelled for technical reasons and airline refunded full amount. I had to run around from pillar to post to get a refund from gotogate. Lots of aggravation and general feeling of helplessness since there is no recourse and you will be at the mercy of this faceless online entity. If you dispute the credit card charge, they will fight it and you will lose. After suffering all this for a long time, they sent a refund less a $45 CAD "handling fee". This website is just one of a number or sites owned by a European travel corporation eTravell and all of them are scams.

Terrible and dishonest bunch of fools running this business. They made me book a flight via Brunei and then emailed me stating I cant fly through Brunei as per the LATEST directions from the airline. Then I found out that it was announced last year, that none can transit through Brunei, yet, they made me pay for this trip. The best part is, they charge me 447 for cancellation. The airline says it's only 100 dollars but Gotogate says it's 350 plus their cancellation charge is 97 dollars. DO NOT EVER BOOK THROUGH GOTOGATE.

We lose our flight and 2000 € cause of this agency travel. Just careful before booking with them.
The worst service i never saw, 2 days calling them to change a flight, they always tell me ok but need to wait i try to call them on the last day and the told me it s too late to make a changement.
Never book with this company!
So bad service!

Absolutely shocking customer service. They are a nightmare to deal with. Advertised a seating plan upgrade to be added on to our tickets to allow us to select seats together. This is actually not the case. What this "service" provides is NOTHING. They say they will hopefully be able to have us sitting together when we check in but that it is not guaranteed (therefore we have paid more to maybe sit together). This is what normally happens for free with an airline. They are also declining a refund on the seating upgrade. Shameful company. NEVER use them.

Do not buy a travel ticket from gotogate.com or flyfar (is the same company) no service and they try to steal your money. My flight got cancelled to Israel and they sold me 2 different ticket to go there (my final destination was no the 1st one) and even when they sent me an email saying that my second flight got cancelled they did nothing to cancel the 1st flight. Thank God that I was able to cancelled myself and requested the money back with my credit card company.

Airline cancelled my flight due to a lack of petrol available. I have been on hold for 2 hours with GoToGate. Do not use this company, even if youre saving money on the front end. The customer service is beyond terrible. Not even worth 1-star!

My flight was cancelled by the airline and I requested for a refund, this was back in July 2019, till now i am yet to receive my refund. I had to call the Turkish Airline myself to expedite the refund, which was prompt done within a week, then i went back to GoToGate for my money, they said the airline is yet to pay them, i sent the email from the airline dated 1st of August, 2021 confirming the payment.

My last call and email to GoToGate was yesterday (28th of September 2021), they are still coming up with the same excuse that they are yet to receive a refund and my email was auto-returned and unregistered.

Please if you are reading this with an outstanding refund, please either employ a lawyer with the caveat that GotoGate will be responsible for the fee.

My family booked flight last year, Prague to Toronto, air canada cancelled flight due to covid and like many other people here they did not get their money back, maybe it is time for class action lawsuit, we contacted lawyer and we want to ask more interested parties to get together and start class action lawsuit against this company, bad reviews are ok but clearly more needs to be done, enough is enough GOTOGATE or ETRAVELI needs to refund money they hold for over the year now!

I'm surprised that booking.com has associated themselves with such scammers. Below my latest email to gotogate:

To whom it may concern,

My frustration with the lack of quality and the level of unprofessional behavior showed by gotogate.com call center agents is almost impossible to describe by email.
Following my latest telephone conversation with a gotogate phone agent, I believe his name was Micheal, it has become evident that I have been lied to the entire day.

I have been following up and chasing multiple times today about a way to contact somebody with a minimum expected level of customer service and professionalism, however, my expectation has been disappointed at every step.
I have requested multiple times for a call back from a person in charge of the call center to express my disgust with your practices and operational procedure, and despite having been reassured that "a call from a supervisor will follow within 30 minutes", I'm yet to be contacted by a capable individual.

In addition, it was to my surprise to understand that despite having requested for a refund on the 30th Aug, the request has reached the airline only on the 4th of September (5 days later).

I expect to be contacted via phone at the earliest and furthermore expect not to have to repeat my experience.
As I have mentioned previously, I will no longer accept any apologies or empathy, I want prompt solutions and end my dealing with your organization at the earliest."

Needless to say that the email address I was provided by the call center agent is another scam.
I have just received an auto-reply telling me the my "request via email cannot be processed and to call the call center".

Stay away from gotogate.

I am going to make it my personal mission to get this company removed and taken down. I will use my legal department to sue them for all the horrible customer service, scams and lies. This is a exactly like the India Scams and that's exactly who they are affiliated with. Poor India, poor people that come from India, you make every other race look at you all like scammers and that's pathetic, shame on you all for what you are doing to your own people and innocent victims.

These people are smarter so STAY AWAY.