GoToGateReviews 2,847

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.

6 months and still waiting for a refund despite countless phonecalls and emails, they continously lie to you and pass the buck to the airline, customer service is absolutely shambolic nothing is recorded and they just lie to you to.
Update- after telling me for months that the refund is pending with airline and they are waiting for them to pay out, they have admited that is not true as I showed them the confirmation and it is infact them who are witholding my money for whatever reason, but ive been told you will just have to wait and they also admitted that they will be taking a 70 euro "booking fee" for all their hard work.
Absolute disgraceful way to treat customers.

I booked two flights through Gotogate in June, which were both cancelled shortly afterwards. I took it upon myself to contact the airline to request a refund, as Gotogate only offered a voucher. The airline refunded my money in early July... but to Gotogate, as they were the booking agent. And since then... I have written to Gotogate three times, and yet still have no response, let alone my money back. Absolute outrage—can only urge everyone to avoid booking through this page. You risk losing your money!

These fellas stole my money and 1000s of other peoples they are still taking a processing fee which makes no sense because in their rules during an event such as a pandemic we are also entitled a full refund and yes Gotogate I have called SCOOT AIRLINES feel free to contact them, now my name is Daniel Edwardsen gotogate I have sent you guys plenty of emails I want my refund back that I applied for 3 months ago through the Airline Air asia their has also been a petition started by other people to sue you and others are making moves to do so, DO NOT USE THIS COMPANY and feel free to look up gotogates majority of facebook groups because they are all groups calling them out for scamming.

Please do not use... Shocking organisation.
I've been trying with my brother for 5 months to get a refund. Approx £1035... Shocking organisation. Please, please, please dont use...

My carriers, Baltic Airlines and Ryan Air have been very professional stating that they have cancelled and Gotogate just need to request my refund. Sounds simple doesn't it.
Not for GotoGate

So, in 5 months I've been told to contact Baltic Airlines which I did to establish that I'm entitled to a refund. I was informed that I am. I was told to contact Ryan Air which I did again to establish that I'm entitled to a refund. I was informed that I am.

Both Baltic Airlines & Ryan Air state there is no reason why I shouldnt get a full refund ( minus administration fees)

For the record, I was asked to consider vouchers for which I declined.

Over the past 5 months I've been told that old I would get a refund in 3-4 months. To date I haven't...

I was told I would get a refund in 2-3 months. Todate I haven't.

I was told I would get a refund in 1 month. Todate I haven't...

I was told a couple of weeks ago by an apologetic rep that I would get a refund in 2-3 weeks. Todate I haven't...

I've just come off the phone after speaking with one of their reps who tells me bluntly I will have to wait another 3 - 4 months...

He then tells me there are no records for the Ryan Air flight refund which is bizarre given his colleague apologised 2-3 weeks ago stating I will be reimbursed within 2-3 weeks.

What a disgrace, they havent got a clue about customer service.

Were now going to write a personal letter to the Chief Execs of each carrier asking them to review our situation ( we believe there are many other customers in a similar situation... No carrier should be working with an organisation that conducts itself in this way.

Gotogate.
I suggest you review my account again. Mr Thompson LSMOS2 Manchester to Riga and Riga to Manchester,

We are very disappointed to have booked AIRASIA through GOTOGATE. NONE of them has resolved and refunded our 3 canceled tickets by FORCE MAJEURE due to CORONAVIRUS PANDEMIC. None of them has answered our emails or has sent any solutions.
We are left with 3 tickets from Bali to Tokyo since MARCH 2020 when AIRASIA canceled all flights from Indonesia.
Already 5 months and no support so far!
I hope through this communication they will respond and refund the full tickets as we have heard other responsible airlines and airline agencies have done with their clients.
We have the case numbers notified by AIRASIA on March 21 2020 for the cancellation of our Booking. If anyone knows what we can do to solve this issue please let us know.

Needed to cancel a flight due to Covid. My experience: excruciating long wait times; dropped calls; difficult to hear. But it gets worse: bought a premium service a suite of services that included the ability to cancel or change flights at no charge: Did not refund: baggage service - for a flight I will not take; or 'text messages' for messages that I did not receive for a flight not taken, etc. Said they processed a cancelled with the airline but could not tell me how much. Asked them when I will get me refund and they refused to give me a time frame of when I would get it back. Extremely worried that they will keep it.

Do not use Gotogate! Horrible customer service! January 2020 I booked 2 roundtrip flights through GoToGate, flying via Norwegian Airline. In April/May the flight was canceled due to Covid. Norwegian assured me that they would refund the flight but needed to receive a form from GoToGate. After 4 months of multiple follow up by emails and phone calls with GoToGate they had not provided any refund. When I called Norwegian Airline to get a status update and they said they had not received any refund request for our ticket. I've been proactive with this but have been given the run around by GoToGate.

I would not suggest using the travel agency GoToGate if a refund situation is anticipated. They charged me $103.42 for an AirAsia flight which got cancelled in January when the Taal volcano explosion happened while I was in Manila. I made alternative arrangements going back, but in spite of their e-mail AND AirAsia's e-mail both saying that a full refund option was available, they both tried to give me the runaround, and GoToGate's agent backed down on the second attempt after I threatened legal action and said I would get the money back within "8 weeks" which would have meant by March 9th. Which never happened!
Then, yesterday I get an e-mail from them saying I'm getting a refund of... wait for it... $57.14, barely over half of what I originally paid!

This is fraudulent business practice, no? "Full refund" means FULL REFUND.

And I've discovered they've been doing the same thing to other people. There are Facebook groups about the agency with other customers sharing stories about being similarly defrauded by them.

Avoid them. Period.

This is my first complaint review ever and I work in Customer Service as well.

Booked a trip(Broome to Perth) Before COVID and flight got cancelled, just received a voucher that has to use and fly in a month after issued.

Met all terms and conditions to rebook with voucher, paid extra, they rejected 3 times after I tried to book.

Asked customer service for help and they couldn't do anything even I dressed rebooking met all criteria.
They said I can still use the voucher only if I pay extra AU$1200 to meet current rate.
(Meanwhile Virgin website offers AU$730)

OK, gotogate, why would you even offer me this useless voucher I paid full price before and ask 2 times more money to allow me to fly?

Also their attitude is telling me that they are a SCAMMER while on the phone, they didn't even try to hide...

Don't book anything from gotogate unless you want to waste money and time.

DO NOT USE.

The company is awful, they offer no assistance and give out false information. I was in the Philippines when Covid-19 hit and my flights were cancelled. I was told on the phone that I could redeem a voucher and if i didn't use it, I could then use the voucher to refund my original flight home. They are now telling me I am not able to do this. If i had not booked another flight home through another airline, I would still be stuck in the Philippines as Bangkok is still shut until the end of September.

They also have a complaints section on their website that they ask you to fill out, then there isn't even a send button to pass on the information! The communication is horrendous and the staff, when you do speak to someone, have no clue what is going on. They do not care at all about their customers and i would imagine have actually made a profit with the amount of people chasing up money, which I don't think I will now get back.

If i could leave less than one star, I would.