GoToGateReviews 2,835

Avoid this website/company at all means!
I booked a ticket through their website, adding the "flexible ticket" option which cost me 50$ on top of the flight, but supposedly let me change the ticket dates.
I carefully read their Terms & Conditions and followed the process carefully, asking 2 weeks in advance for a change of the ticket dates. I then received an email confirmation that my ticket has been converted into an "OPEN TICKET" successfully, allowing me to reschedule my flight. I was surprised that this worked so smoothly, but when I then called again, to let them know the new flight dates, "customer service" claimed that there had been a mistake and the flexible ticket option on this ticket is no longer valid. Asking what this particularly means, I got the reply "there is nothing we can do for you anymore" - LOL - so my ticket had expired, and my money was "lost" according to customer service. I called them again 3 times, always talking to someone else - always the same reply that my ticket expired and the money was gone (250$) - even though I have the email confirmation about the flexible ticket option. They always told me that I would get a callback from an "authorized officer", which never happened. So I called the airline of my flight ticket directly and they happily changed my ticket date within 10 minutes. Hilarious... To sum it all up: AVOID GOTOGATE AT ALL MEANS! Sincerely.

I have booked two flights with GotoGate for March 2020 that were cancelled due to Covid. Since then I haven't got my money back.

DO NOT BOOK WITH ANY OF THE ETRAVELI'S SITES!

In July 2020, I booked a flight (through Gotogate, an Etraveli subsidairy) only to have it cancelled. After waiting on the phone for nearly 5 hours, they rebooked my flight for the next week (for a fee) and then cancelled that flight as well. I then spent the better part of a day trying to get a REFUND (over 4 hours on and off hold with them).

After several months (in 14 November 2020) I receive an email that they have received the funds from the airline and they are "Waiting to process payout" (I confirmed with All Nippon Airways that the refund to them occurred on the 2nd November). At the time of this review (29 January 2021) I am still waiting.

Do yourself a favor and never use this company for any travel bookings.

L4G7TB

Be careful of this company. They will suck all your energy and you will never get what they promised. Never did I had a bad experience such as this with a booking agent. BE CAREFUL!

This company does not respond to emails or phone calls and if you do eventually get a response they are extremely rude and unhelpful. They simply steal your money. Buyers beware book through the official site and do not deal with Gotogate. Would give negative star rating if I could

Don't use GoToGate if you're booking for domestic airline bookings in India. If you're using Google Flights, you would definitely get GoToGate as the lowest to get the ticket. Don't fall prey for it. Their "Assistance Charges" is GBP 30 flat. In my case it was INR 2,445 for the direct cancellation made by the airline. It's painful for anyone.

We bought a flexible ticket due to the threat of COVID upsetting our plans - this meant we could change our tickets once for free (it cost us £40).

The COMPANY then told us that we had to change our outgoing flight, AND they charged a £30 admin fee, despite it not being our choice, nor was this fee stated anywhere in the ticket terms and conditions. This also added a 9-hour layover to what was originally only a 3-hour flight. So now we have to pay them a £30 admin fee and pay for a hotel through no fault of our own.

Our flights were cancelled due to COVID, and we were trying to reschedule our flights, which they informed us would cost £30. What was the point in paying an extra £40 for a flexible ticket?!?! Now, having been on the phone with them for an hour, they hung up on me when I asked for a refund. Awful company, avoid at all costs!

They offered a full refund and after charged me £30 for handling the refund! Horrible company! Please don't use it.it's a scam!

This possibly is the worst company ever, they canceled my ticket twice and always say you have to pay a agency fee, then cancel your flight again to ask for more money, a scam of a company

Un vol annulé par la compagnie en juin 2020, aucun remboursement en 2021. Arnaque, le service client ne réponds pas a ces questions par téléphone et les mails ne sont pas traités.

Very bad Agency, very bad customer service you have been warened

I would strongly advise you NEVER to book travel through this agency. The company do not respond to emails and all my calls, booked a flight for my husband to Monteral. I cancelled the ticket before 24 hrs because of covid and they don't want to make for me refund, I loose 1000 $! Don't try and call - there is no answer. I feel I have been robbed by GOTOGATE.

Ones they get your money, you will never hear from them! That are big scammers! They will make reservations for you that's it! You will never be able to change your flight or cancel or get additional services you paid for. All their phone numbers are fake and they don't respond to emails. SCAM!

After providing me with a voucher for cancelled flight due to COVID, this voucher is a scam!
They asked me to pay another 180 euros on top of the voucher as 'extra costs', then they send me and email that the order is unable to confirm, but they did take 180 euros from my account. Customer service is no help... they tell me to email but no response on the email. After the fake voucher (580 euros) they stole another 180 euros... Go to gate are frauds! Don't ever book with them.

I purchased a round trip flight from SLC to Tokyo for July 29,2020 on November 30,2019 for three passengers. I paid GoToGate $2,446.22.

COVID happened - on June 6 I submitted a request to cancel my booking on their website. On June 11 I received a confirmation email from them stating that my booking has been cancelled and they have already sent a refund application to the airline with a note stating "As the airlines are subject to massive workloads we are unable to provide you with a pay-out date, but we are of course doing our very best to get your refund as soon as possible".

From June 15 on I received an email on the first and the 15th of every month that my refund was still in process and they are just waiting on the airline (All Nippon Airways - or ANA) to process the refund.

On December 14 I had had enough waiting so I called ANA to inquire about the status of my refund. I was SHOCKED to find out that ANA had fully processed my refund and sent the money to GoToGate on JUNE 10,2020.

I immediately called GoToGate and the person that I talked with insisted that I will receive an email within a couple of days with an update. I received no email.

I called GoToGate again a week later and they told me the same thing, but this time I actually got an email with a name attached, but no helpful information or process to follow.

Thank you for your email,
I apologize for the late reply,
We are coordinating with the airlines on this matter. However, there is no response from their end as of yet. Given the covid reason, there is a delay due to understaffing with most of the carriers.
Be rest assured we will update you upfront as soon as we receive further communication from the airlines.
We thank you for your patience and understanding in this challenging time.
Regards,
Simarjeet S,
Gotogate

I just want my money back. They have had my money for over six months and have not given it back. At this point I am disputing the charge with my credit card company, but this has got to stop.

I don't want others to go through what I have had to endure with this SCAM of a company.

I booked flights for Thanksgiving for my son and myself. 10 minutes before takeoff the airline said the pilot was sick. I would not make my connecting flight and had to drive 1500 miles. I understand that was not gotogate's fault. On November 27,2020, I called the airline and was told I had to submit claim to go to gate. I spent over three hours on the phone with an employee of go to gate that barely spoke English. I was transferred to several other employees and had to start the entire process over again each time. I was actually told I made my connecting flight, which was 700 miles away, and was physically impossible. The go to gate website says refunds should take 5-10 business days. It has now been over six weeks. When you call the customer service line, they tell you they cannot update you on a refund, but that you will be updated the first and fifteenth of every month. I received one email saying ONE CLAIM had been submitted to the airline. I have a total of four claims, two for my son and myself as they were round trip tickets. This is complete crap. There is no end in sight. Do not book through this horrible, horrible service. You will never receive your money back. If I ever do get it back, I will update this review.

They cancelled the first part of my Multi City Flight, and not the second. How am I supposed to reach the second flight destination if my first was cancelled? Thats the whole point of buying a Multi City package. Also, after 1.5 months, still no refund on my cancellation. Also, this happpend during college exams and made my life more stressful. Also, they charge ME for the cancellation. Also, they charge ME to rebook my second flight. Also, because of this I had to pay for a covid test, and quarentine for 14 days. Literally ruined my year with MASSIVE stress.

Gotogate is a complete scam! After my flights initially planned to depart and return in April 2020 were cancelled, they did not answer my emails for refund nor did their phone numbers work. After 3 months they offered me the opportunity to get a voucher or rebook immediately. They simply ignored my request for a refund after several times of emailing still! Eventually, I took the voucher. Now I wanted to use the voucher by booking a flight and it simply does not work and gives me error messages. If that is not enough, they also are still not replying to my emails and complaints. I would therefore advise everyone to not use this website for booking your flights.

I booked flights via GoToGate just before the pandemic hit and so I was offered a voucher to rebook flights at some point. I've now attempted to use this voucher twice and both times I have endured the same process...
1. I book the flights;
2. I receive a message saying they will "confirm" the rebooking within 24 hours (with a sly caveat that the prices may go up in that time... guess what happens next!);
3. I receive a message saying I have 24 hours to pay £XX as the prices have increased or they will cancel the booking (not to mention they already charge a "rebooking handling fee");
4. I check the prices with the airlines and see nothing has changed;
5. I attempt to complain but they don't respond to emails and/or leave me in lengthy waiting lines which never get shorter (I think I could end up in an asylum if I have to endure hearing "your estimated wait time is 12 minutes" over and over again every minute for over an hour);
6. After stubbornly waiting it out, I eventually get through on the phone to someone who tells me they need to redirect me to a different team and then the waiting time varies anywhere from 1 hour to 3 hours...
7. Despite attempting to dispute this mysterious increase in the ticket prices (which is totally fabricated as I'd been checking the airline websites and running the search on GoToGate again to find there has been no change in prices), because I did not pay the additional cost they cancel the booking and take over a week to allow me to rebook using the voucher again;
8. I attempt the rebook and undergo the exact same process again.

So here I am, with two days to go until my voucher expires and no doubt once it has expired they'll tell me it is invalid and I failed to rebook in time. So there we have it, GoToGate will have managed to worm their way out of having to provide me with new flights for a service I had already paid for with them.

All I can say is that they are appalling. I am not one to often write reviews but here we are, disgraced by these charlatans performing an act which I can only hope is illegal but I imagine, even if it is illegal, they will evade consequence and remain unscathed. So I hope that in spreading this message, word-of-mouth will simply decimate them for their crooked practices.

I will never use a 3rd party provider to purchase flights again, after my experience with Go to Gate.

Like many others, our flights were affected by COVID and border closures. We contacted Go to Gate on numerous occasions who repeatedly denied any assistance or compensation, stating that the airline in question (Virgin Australia) did not support cancellations or flight credits due to COVID, which was categorically untrue.

Even after providing evidence on the airlines website that their "Passenger Promise" offered free cancellations or flight credits, GtG still denied that this was the case and denied any support.

I originally spent over an hour waiting to speak to their agents, who subsequently hung up on me after I provided evidence that their claims were untrue, and am currently on hold again, waiting to resolve my issue.

Please note also that I paid extra to upgrade our support package, however the expedited service promised has not been provided by the vendor.

In summary, please do not use this company to book your tickets... EVER. Even if their fares seem slightly lower, you will pay through the nose in case of disruption and receive a fraction of the support that an airline would provide if you purchased directly through them.

I am currently still on hold waiting to resolve my issue after several days on trying, I wouldn't wish this experience with this unethical vendor on anyone.