GoToGateReviews 2,837

24 days of GotoHell
I made a reservation with them for April 2nd. Due to the Covid, the borders were closed I called the air flight company and was reimbursed for luggage i bought directly. But the tickets fees as I was told several times are with GotoGate. Ever since than Im trying to get hold of them. They're not anwering the phones (tried dozens of time 24/7 busy) or e-mails i wrote. I honestly believe they are a SCAM

I ordered tickets with GoToGate and it was really bad decision. Let me explain you why.
I had a flight: Punta Cana - Madrid - Sofia - Kyiv, of course with different airlines
I added 1 luggage and the next day after the purchase they just sent me an email that my luggage is cancelled "please register with airline". In my case with 3 airlines, not that fast, yes?)
When I started doing it I noticed that my flight from Madrid to Sofia was rescheduled. I contacted gotogate and you know what? Nothing! They did not reply me for more than a week!
Then they replied "if you need to view your options you should call us"
And I called, from Punta Cana with Viber out, spending my money to deal with their problem (because they guarantee your correction"
And you know what? I was waiting for 2 hours to have 0 help! 2 hours, I am seriously. I was redirected 3 times before 1 guy could explain me using normal English language that they will call me when they have options.
And you know what? They never called back!
We bought other tickets on our own, I called then and email and I did not get any help, any options for refund and just nothing!
Never ever again, now I am gathering all info to have an official complaint to them

My flight was on 18/04, i called their customer service guys on 17/04 to change my date, since I paid extra to book flexible ticket,, after talking over phone and letting me hold for 1hr 30mins someone said my flight has been changed to 25/04 and I will get confirmation within 24hrs,, then I haven't got any email from them and then I called again on 18/04, someone said the same thing that the manger will give a call and lookafter it and will book for me, and I will receive the tickets in 24hrs, still I haven't received any tickets yet and I called them on 19/04 and 20/04 as well and one of the customer service guy said the same thing. I haven't got any call or email from these people,, they are just stealing money from people in the name of booking tickets, I booked the felixible ticket to have the peace of mind, but these people literally harassed me and ruined my whole holiday,, Big NOOOOOOOOO to book tickets from here, Worst experience ever!

SCAM SCAM SCAM SCAM SCAM THEY WILL NOT GIVE REFUNDS FOR FLIGHTS. MY FLIGHT WAS CANCELED BY AIRLINE, THE AIRLINE REFUNDED MONEY TO GO TO GATE, GOT TO GATE WILL NOT GIVE ME MY MONEY. THEY KEEP SAYING THEY DONT HAVE IT, EVEN THOUGH THE AIRLINE SENT ME PROOF THAT THEY SENT IT TO THEM. IT'S BEEN A YEAR. I'VE CALLED, EMAILED. EVERYTHING AND NOTHING! STAY AWAY

Do not give this company your business. You will regret it. Always. They are horrendous. Their "customer service" is a joke. They do not actually help and seem to think that their customers are not important. Also... the customer service rep flat out admitted that he does not have a supervisor because the company is not structured that way and so there is no one that he reports into.

Flight was canceled almost 1 year ago due to cover. Still no refund, no customer service to call. This is a scam.

I have applied refund from SAS airline through gotogate, which received the refund in Jan 2021, and up to now, my refund still has not been paid by go to gate, no actual person dealing on phone, this is more than just frustrating.

I can not understand why a refund takes more than 4 months, and still counting...

The ruined everything i worked for.
The most dishonet people in the world
The scammers operating from underground in united states
No phone works and never replied emails
Scammed me of $1800 with no apology
I cant find negative ratings. They dont deserve a zero

Been waiting 8 months for a refund. Contacted them and all I get is a run around that its up to the airlines.
I would not use them even if my life depended on them

I purchased plane tickets online and they could not immediately confirm the order. After calling in twice they asked for two hours to resolve the issue or they would cancel the order. After wait up until after midnight and sitting on hold for an hour they could still not get a manager on the line to take care of the issue. They said it would take a minimum of 2 to 24 hours to get a call back and up to 72 hours to get a confirmation or rejection of my order. The agents are handcuffed and cannot do anything to help the customer. Calls are routed to a call center in India where they are understaffed and useless.

You cannot access any assistance or information from this company. They will not help you in any way. Go straight to airlines and accommodation sites rather than using them.

Scam. They have held on to my refunded ticket money and will not refund it. Airline has confirmed it was refunded to GotoGate in August of 2020 and customer service will do nothing except say we are going to escalate it. Purely theft.

The worst experience I had ever with them. They steal more than 500 dollars from me. They manipulated the last name of me in the ticket..

These people scam your money and charge you more money for a refund or to change flight times, biiig fn scam. Burn the business down

Avoid Gotogate Travel Agency if You Don't Want to Lose Your Money
Due to travel restrictions imposed by the governments of Portugal and France, my wife and I were forced to cancel our flight to Paris (two months in advance from departure). All I got from Gotogate was a template email (twice) telling me that they could cancel for a $250 (per person) fee plus a $75 (per person) for the airline, Air Portugal. We are a retired elderly couple with limited resources and now, we are bound to lose $650 on this booking and no one in Gotogate seems to be interested in our plea for a full refund. This booking was forced by COVID-19 European government regulations, not by our own choice. However, they don't seem to be interested in this fact and, instead, GotoGate seems to be trying to profit from the pandemic misery and imposed government restrictions by charging "cancellation fees". Lousy people to deal with. I wouldn't recommend anyone to book with them. User's recommendation: Avoid this online travel agency!

I have booked a trip with GOTOGATE in OCTOBER 2020, and I had to cancel and book another trip one day later. I AM STILL WAITING FOR MY REFUND, which I am entitled to, FIVE MONTHS AFTER GOTOGATE CONFIRMED THAT THEY ARE PROCESSING MY REFUND! The company claims that the refund claim is still pending with British Airways (BA), however, I cancelled another booking with BA in December, and received my refund within five days! Thus, I do not believe that BA needs that long to process my claim. GOTOGATE unethically and illegally claim that there is nothing they can do, as the claim is with BA. When I call BA and ask to get my refund, they tell me that this needs to be processed through GOTOGATE, as the company which did the booking for me (which is correct). BA state that they cannot access my booking refund claim from the private customer service. This makes sense to me. GOTOGATE are simply letting me down, and whilst my hands are tight and I cannot request my refund myself, they pretend not to be able to do anything more than what they have already done. Whenever I write to them, they copy and paste standard responses already provided, i. E. that they already escalated the matter. THIS HAS BEEN TAKING FIVE MONTHS! Trust me, you do not want to book with this unprofessional, unreliable, unethical company. Not if you like to get your money back, get things done fast and only want to deal with a customer service that knows what it is doing.

They are taking A cancellation fee of £55 even though we did not cancel the flights, they were cancelled by the airline because of Covid regulations... surely they cannot get away with this

Worst company I've ever dealt with. Picked a flight--TWICE--through Google Flights. Clicked on Book now, which took me to Gotogate's website. Then I paid for the flight. Suddenly, Gotogate sends me confirmation of a flight that would take off TEN DAYS after the date I selected. When I called them--WITHIN 5 MINUTES OF THE PURCHASE--to have them fix or refund, they refused to do either. Google should cut all ties. I'm never booking through them again! They're scam artists!

BUYER BEWARE! Absolutely disgraceful customer service and a total rip-off. I booked a return flight which was cancelled due to Covid. I contacted the airline for a refund who advised l was entitled and they would make a note against my booking, but that l had to go back to the agent to start the process. Long story short, Gotogate advised l could have a refund for one flight and a credit for the other. After an exhausting 9 months of emails, online submissions and phone calls in trying to get a refund for both flights, l finally received a refund less the hefty handling charge for one flight. I was told in writing that l could use the other flight as a credit prior to 3 June 2021. I was further advised that even though l had paid for flexible flight changes, l wasn't entitled to change
Outside of 24hrs of flying. Today l rang to book a flight with my credit but was advised l was too late and the credit had expired. I queried the date as this was contrary to their email and was within the 12 months of the intended departure date. I explained this had been dragged out by them because they had not provided a suitable resolution in time for me to use a credit which they have now withdrawn. I was told if l wanted to complain l could do it online. Do not book with Gotogate, ever! No matter what response Gotogate come back with, the fact is they did not help me at all through the process, nor pass on the refund that the airline had said l was entitled to, they delayed the outcome then retracted the credit. If they are interested in rectifying this, l want my refund.

Legal proceedings begin tomorrow after a flight they cancelled in September with no compensation to follow. 6 months of documentation will be filed with Small Claims Court. Blatant robbery - will do everything in my legal power to help take this company down.