GoToGateReviews 2,844

In December 2019 we purchased tickets to Ireland for October 2020 flying Air Portugal. We received an email stating the flight was cancelled due to COVID. Air Portugal states the flight is not cancelled. Gotogate says the refund vouchers have been submitted to the airline. My travel partners called customer service on 10/12/2020 within 5 minutes of my call. She was told that she would receive her refund to her credit card withing 45 days. I was told I would receive mine in 3 to 5 months. I will be filing complaints with every agency I can find to take the complaint.

I booked flights with Gotogate which were cancelled in April due to COVID19. I haven't received a refund nor have I even received confirmation that I'm going to get a refund. I understand the challenges of the current climate, however it's now been 6 months where absolutely nothing has been done about this. I've called customer services and they're not able to assist with a refund but instead insist of charging me a £30 admin fee for their cancellation! I'm extremely disappointed with Gotogate and never want to use them again.

DO NOT USE! The worst customer service I have ever experienced... and total scammers.

Having our flights cancelled by the airline (5 tickets) I was sent a email stating that I needed to call them to rearrange, the email clearly stated that the airline would rebook the flights for free or put the tickets on hold. I therefore called Go to Gate and had to wait for over 2 hours to get through, I managed to rebook the flights, however Go to Gate said I had to pay them a administration fee and charged me £17!

The following day my outgoing flights got rescheduled (by the airline) to a time which was not convenient for me, so I called Go to Gate and again had to wait for over 2 hours to get through, this time only to have the call cut off by the agent!

I called again and again waited for over 2 hours, this time only to be told by the agent that I would have to pay another £270 to reschedule the flight. I explained that I could not get a coach from my city to the airport at the rescheduled times and that we had lost money not only on the coach tickets to the airport but also domestic flights we had booked to get to our destination and therefore I was not prepared to pay another £270, especially as it was not my fault that the original flight was cancelled. The agent was not willing to assist at all, so I then asked to cancel the flights and get a full refund instead, I was then told I needed to be put through to a different team who could cancel the booking, and again I was put in a waiting que for another one and a half hours!

When I finally got through I asked to cancel the flights, however I was told that they had to contact the airline for authorisation to cancel the booking and that even if the airline agreed to provide a full refund, Go to Gate would deduct a £30 administration fee and they would not refund the £17 they already took from me. I have been told that they would email me in a few days to confirm if I can get a full refund... I still don't currently know where I stand with this... A complete nightmare of a company... STAY AWAY AT ALL COSTS

They are still holding onto the full refund that the airline has confirmed and I've been chasing for months. They even tried to persuade me to cancel the tickets (and so void my right to a refund). Crooks. Don't do it!

The service of this company is terrible and awful! Non-service behavior, disregard for the customer, his money, and time. For your benefit, do not use the services of this company! The representatives are antipathetic and not helpful, and all that matters to this company is to steal the money of its customers!

On 29/09/2020 I went to skyscanner.com to purchase a pair of flight tickets from SOF to TBS with a stop at FRA, the ticket cost $ 737. When I clicked on: "Select" I was taken to the site-. gotogate.com where I was offered the same card at a variety of prices, at least I was convinced. After filling in the names of the passengers and making a payment, I received a different flight ticket than the one I booked, with the flight duration being 20 hours (double the ticket time I booked). After a few minutes, I located the customer service phone and waited over half an hour to receive the answer, when I asked the representative to register the phone so she could get back to me if it hung up because the waiting time is long and my call cost is a dollar per minute - she refused and asked for the order number. After I explained to her about the mistake she made and asked to rebook the requested flight ticket, she claimed that the requested flight ticket did not exist in her system (it is important to note that the relevant flight tickets were in the system at the time of writing this email - 3 and a half hours after the booking). Therefore, I asked her to cancel the flight tickets, in order for me to re-book through the website. Unfortunately, the call was disconnected. At this point, I called again and waited another 30 minutes. The representative who answered me showed 0 empathy for the situation I got into and his answers were robotic and useless. He claimed that I had to pay $ 114 if I wanted to cancel and rebook (why do such a thing to the customer? This is a theft!) and again, he also claimed that the requested flight ticket did not exist in the system, and showed zero willingness to help me (really sounds like I disturbed him to sleep!) When I asked him to transfer me to the manager, he repeatedly refused on the grounds that no one would give me a different answer than his own, and that he himself was a manager so there was no reason to transfer me to the manager. After deliberation, the representative said that he was transferring me to his colleague and that the wait would last about a minute. I waited over ten minutes and then realized he just found a great way to get rid of me without giving me basic service. Non-service behavior, disregard for the customer, his money, and time. For your benefit, do not use the services of this company!

I've been a client of this company for…
I've been a client of this company for many years but now they are just scamming.
I booked the ticket and cancelled it again because of covid-19 they said they would hold a commission of 35£ meanwhile the refund had to be 100%. They haven't refund me yet.
The British Airaways did a refund at gotogate but they deny it saying the refund isn't done yet. This is a scam company never book anything at this company. Their support is really bad they always lie and hang up the phone. Order number L3UFR2

Unfortunately, I booked a Flight inside Australia through this platform. Due to Covid-19 we were not even able to get to the departure destination (Broome). I contacted Gototgate twice before the flight, with no reply. I have submitted 3 (!) times a request for a refund through their platform getting useless automated messages in reply. The company for which they sold us a ticket (Airnorth) is not even mentioned on their website. As others said: Liars and Scammers! Don't use them ever!
Doris from Switzerland

I bought a plane ticket to Europe via Gotogate, the flight was canceled, the airline sent me an email telling me that due to the pandemic, flights to Europe had been suspended. I immediately emailed gotogate informing them of the canceled flight and requesting a refund of my money. I received several emails from them saying that if they get the money from the airlines, they will refund me. I bought my ticket through Gotogate and they should refund me, the rest is a matter between the airlines and Gotogate, not me. Yesterday I received another email from Gotogate;
Dear Sir / Madam,
Thank you for contacting us.
We have received your request that you wish to cancel your booking.
However we can see that your tickets are exchanged by the airline directly.
We request you to please contact the airline directly.
Kind regards,
Aakriti S, Customer Service
Gotogate

Worst company to deal with, Never book your tickets. 3rd class low-grade agency just trying to mess up your plans. Its been 2 months and still waiting for my refund. Btw flight was canceled by the airline but these scumbags still charge you a refund processing fee and yet you have to wait 2 months to get a refund... am still waiting for a refund from July and its September. Never make the mistake of booking with them. Dont be penny wise and dollar foolish. If this was the only company offering you tickets, its better to cancel ur plan than to book with them. Trust me.

Customer service is attrocious. Trying to contact them is difficult. The airline repaid them but they keep hold of the money for longer despite giving the impression they will help you get refunds quicker through them and then charge you for the dreadful service. It seems to me that they like other companies in the airline industry will only repay when you finally manage to speak to someone in person otherwise its just delay after delay.