GoToGateReviews 2,891

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.

First of all, i wish I had read the reviews on internet about Gotogate before I booked my flight. Booked a one way ticket thru Gotogate in march. The flight have been canceled due to COVID-19 pandemic situation. Since april i am trying to get a refund from Gotogate. This agency is catastrophic for the refund of flights and after aproximate 5 months of waiting i still havent received my refund. They do not answer to emails or phone calls either and i couldnt get in touch with them. More than that they also refused refused the chargeback.
And AVOID THIS AGENCY AS MUCH AS YOU CAN!

I had the unfortunate pleasure of using Gotogate for the first time recently. I have never dealt with a company as incapable and impotent as them. After trying to contact them multiple times about my flight cancellation and being on hold for a total of 5 hours, I finally managed to get through to someone about my request only to be told that they cannot help me on the phone and will send a follow up email detailing the "cost" to change my flight with British Airways, something which is typically done free of charge.

Of course, I did not receive an email from them so decided to chase this via phone once again to ask what has happened. One of their supervisors pretended he could not hear me and thought it was appropriate to hang up the phone. I then had to go on hold for an additional 20 minutes to speak to someone else about a refund.

He was unable to tell me how much will be credited to my card and how long it will take. For Gotogate's troubles, they decided that it would be appropriate to charge a £30 admin fee for their fantastic efforts. I should be invoicing them that amount for the additional charges to my phone bill this month.

I cannot stress how highly I WOULD NOT RECOMMEND dealing with this company of buffoons. Save yourself the time and effort and please look elsewhere for a painless holiday booking experience.

Never go with GOTO GATE. Absolutely the most useless company I have ever purchased from.

I tried to get them to help me and they forced me to pay fees. When I refused to pay these fees because these changes were out of my control, I spoke to management and supervisors who assured they would help me. 2 months go by and have received absolutely no help or communication. In the end I lost $320 AUD because of service fees, non-refundable taxes and non-refundable extras I bought from this company.

Absolutely please do not use this company. Extremely exploitative to charge money for a refund I was forced to get because the Australian government will not let me travel due to Corona Virus. I bought these tickets prior to flight restrictions and it meant absolutely nothing. Do not use Go To gate. You vote with every dollar.

I had a flight from Melbourne to Florence

Then

Spain to Melbourne

I will NEVER use this company EVER again. You have been warned. Good luck and safe travel WITHOUT GOTO GATE

Don't ever trust this company! I booked a flight via gotogate with wizzair from London to Vienna. Wizzair cancelled my flight 3 days before and never got informed by Wizzair or Gotogate. I've been trying for weeks to contact gotogate to get a refund, they never answered my cas. Once the answered and hanged off the phone! They even said that I have to pay 30 application fee of I want to get a refund for my ticket. I've been traveling for years and gotogate is by far the worst company I've ever used

I wish I could give zero stars! Absolutely horrendous customer service. Over 20+ hours on hold over the course of the past two months, literal lies told to us about future travel vouchers and rebookings. They even told us it was our responsibility to get in touch with the airline to release our tickets in order for gotogate to issue us a voucher? The airline even laughed at this stating that was the whole point of booking through a travel agency such as gotogate. Never use this joke of a business.