GoToGateReviews 2,844

I strongly recommend that you avoid Gotogate:

The problem that I have experienced was when I booked flights through GoToGate

GotoGate then emailed about a possible cancelation and that I would beed to apply for a voucher for Turkish Airlines flight

Tried to call to resolve the issue - First call on hold - 2 hours no answer

Tried again to resolve the issue - Second call - answered after 2 hours

Horrendous with a lack of knowledge - makes you try and rearrange your own flights whilst adding fees.

Promised his manager would call back - no call

Tried again to resolve the issue - Third call answered after 45mins - told voucher may take 2 weeks and that I will have to buy a completely new flight (not mentioned before).

Such a bad experience that it must be a scam

I spent 8 hours straight trying to rebook a flight that has been canceled (I didn't succeed yet FYI). The airline compagnies said that they can do nothing since the request came from Gotogate. It seems that all their employees have issues with their "booking system", It makes you believe that the whole thing is just a big scam (which I think is definitely the case). Plus for no reason they hang up in the middle of the conversation and you have to call again and wait 1 hour as if nothing happened. I never had such a bad experience with any travel agency, I DO NOT RECOMMEND GOTOGATE to anyone! This company is a JOKE and a big SCAM.

I booked a flexible flight so I could change the day of my return: turns out (after 20 minutes of waiting on the phone and 20 minutes of the woman telling me "Oh, sorry, give me more time there's a technical problem" obviously buying herself time, thinking I'll hang up) they wanted me to pay £185 on top of the initial price just to let me change the booking. Although when I called the company directly they said I didn't have a flexible ticket and would have to pay the supplement again to make it flexible! Massive scam, they obviously book the cheapest price thinking you won't notice so they can have more of your money. Don't book through them.

Unfortunately I have bought a flexi ticket London to Madrid with your agency. I got in touch with Gotogate two keeks algo. The assistant was complete clueless and unprofessional. I have request clearly to rescheduled my ticket to Bilbao( conversation is recording for SECURITY and training purposes) he never advised me that I can not exchange my ticket to a different destination, he either did not care or just was interested in his commission only. I have to make sure asking him when I was going to receive email confirmation, as he did not confirm nothing, his name was NELSON, I strongly advise to remove this so called professional from your travel company as he is a disgrace like your company is. I have paid £29 for the trip different, to find out In your policy I could not change destination. I've been in the phone for days and hours, and they told me he booked to Madrid, not to Bilbao. You said you understand my frustration! No you don't. 2 weeks already pass by and still I am waiting for my refund. Many adviser told me my refund is on the way, lying in my face I have talk to more advisers whom hanged up the phone on me. Also I wanted to finally reschedule my flexi ticket( which I paid fairly for it) though they want to charge me more money, explaining me that they have to charge for the difference on the new trip, knowing that a new trip cost same as the original one. As far as I can see you are an Scam company with the only intention to steal money from people. Saying that, knowing that I've lost my money. I am gonna make sure posting that incident in social media and also acknowledging many people to not book services with people without principles and full of bull$#*! like you! YOU SHOULD BE ASHAMED OF YOURSELVES

My flight was cancelled due the covid situation. I have been in talks with Gotogate seeking a refund. I know this is not guaranteed but the customer service is horrible. They are not sympathetic at all to the situation and it seems as though they are not on the same page as the airline either - because although the airline have put in an investigation for me they keep referring me back to Gotogate and for every situation Gotogate replies with "that is against our policy". I even asked for a supervisor to call me back but that was also against their policy.
I will not be booking through this company again and highly recommend to avoid them.

I have had two flights cancelled that I booked with them, one by the airline Jetstar and one by myself with Qatar.
Jetstar refunded me the luggage charge booked separately on 12/05/20 and state they refunded the agency 09/05/20. I have had no contact from Gotogate on this, and more importantly no refund. The Qatar flight is more complicated. I couldn't get in touch with either Qatar Airways or Gotogate to transfer my flight home from Perth to Melbourne, where we were now essentially stuck. I resorted acting under British F. C. O. Guidelines to book our tickets home direct with Qatar Airways £2182. 59 (Three times the original price). I didn't cancel my original flight from Perth 04/05/2020 until I arrived home, as I had had flights cancelled prior to this. I arrived home 07/04/20 and cancelled the original flight the next day. The original flight cost around £700.00 and I have requested a refund for this. I am still not sure whether Gotogate have requested this or not, as their communication skills are poor. The last I heard was that Gotogate should apply for the refund through Qatar Airways, that from Qatar Airways, Gotogate tell me I should apply through Qatar Airways direct. As a previous complainant has said, Gotogate were incommunicado for all of the time I was in Australia trying to get home. I can't see this company existing much longer. Any emails I have had come from Etraveli Group, what is that all about?

Booked an internal flight in Canada as part of a trip, which for obvious reasons, was cancelled. Go To Gate have refused to answer my emails, or my attempts to contact them via the online form on their site. The only contact i have been given is to tell me that i have to rebook my flight, which is obviously not possible. They are refusing to contact me to discuss any kind of a refund.

Absolutely avoid this nonsense third party ticket company in future; TravelUp, BA, Hotels.Com, Canadian Affair, and Air Canada were all a part of the trip we had planned and all (almost) immediately either refunded me, contacted me with refund information, or issued vouchers to be redeemed on a new trip.

Please do yourself a favour and DO NOT EVER purchase from this scam company.

I had tickets with Fiji Airways, booked via Gotogate. In February 2020 I logged onto the Fiji Airways website and discovered that my flights were no longer there. Over the phone Fiji Airways admitted to me that cancellation this was their error and I was entitled to a full refund, however that I had to get the refund through Gotogate. It has been over three months since then, chasing up Gotogate for my money. All I have had from them is misinformation, generic emails and silence. They have now been ignoring all of my emails for over a month.
I put in a chargeback request with my bank as a last resort. The bank found in my favour, funnily enough Gotogate contested this straight away so I didn't get the money. This scam company will ignore your emails for weeks, yet move at the speed of light to respond to a ruling in your favour by the bank.
Please please do not use this company. They are nothing but a bunch of crooks with no customer service. I would give them negative stars if I could.

Hi,
I have bought my tickets back in Feb 2020 for a flight on 4th of April by Turkish Airline, due to the COVID-19 the airline cancelled the flights and contacted us directly that it was cancelled and told us the money WAS REFUNDED to the agent i. E. GoToGate. This means the airline no longer keep my money and fully refunded it to the agent. Since 16th of March my FULL REFUND has been kept by this company and they do not answer my emails nor my calls! I can imagine if they have difficulty getting the money from airlines BUT my case is a CLEAR/CLEAN case and still no news!
It is disappointing to see companies like these can get away with people's money is such a times. It is so disappointing and frustrating. They have not been honest to people.
I would like to see if someone from the company has the understanding and conscious to respond to us.

This company is an absolute disgrace. I have requested a refund as Air Canada have cancelled my flights. I have to go through GoToGate as I booked my flight through them but they are charging £30 to request a refund even though the flights have been cancelled by the airline. They can give me no idea when I will get a refund and were extremely unhelpful when I challenged them on this cost. These are difficult times and this company is making money from other peoples distress. I will never use this company again and if I could have given them 0 stars I would.

I tried to get a refund for my trip during covid. The airline said I need to go through gotogate. They won't give me a refund. They said, go through my bank (credit card). My credit card said I have to go through gotogate or dispute and build a case with proof. I asked Gotogate to just refund and they won't. So now I have to file a dispute. You've got to be kidding me. They are not reputable. That is stealing! Don't use this company or any third party booking agency ever! Go to the airline directly! Norwegian Air is very professional and truly helps people with their trips and cares. This trip was going to be to for us to be married in France. It was already bad we couldn't go because of the virus but then to get charged. We saved three months for that trip working overtime. Our travel number was NBU3OM.

Received an e-mail two weeks ago confirming my refund. Still have to receive it. The customer service guy said they are short handed and will send another e-mail when it confirmed whatever that means. They used their card info to pay frontier to that the refund will go to them and they can charge an $80 fee before sending it back to you. Frontier responded right away to my e mail. They never did. Never booking through a site again!

My flight was cancelled and the airline said I was entitled to a full refund. However, I had to obtain the refund through Gotogate (which I didn't even know I'd booked with--I thought I was still on the airline's website). I contacted Gotogate and they refused to refund my money, even though they are eligible for a full refund of my money from the airline. They just won't give that money back to me. The airline can't talk to me because of the third party. Don't EVER do anything with Gotogate! They're a scam.