GoToGateReviews 2,836

I had a phone call with their customer service to get refunded as my flight was canceled and I had a horrible experience. I could not understand almost anything their employee (he refused to say his name) was saying - there was so much noise around him and almost every word was echoed. Finally, he told me that he "could not guarantee" that I would get my money back and moreover that he would charge me 30 EUR of additional "processing charges". Of course, they are legally not allowed to do this, as the flight was canceled. One month passed, 2 more calls and 3 more emails sent to them and I STILL did not get the money... They never answered any of my emails and the customer service keeps saying they are unable to do anything without me sending an email...

Just spent the entire morning calling and calling!
Worst Booking Company! Worst! If I could give a negative rating, I would!
The airlines cancelled our flight and sent us an email asking us to get refund from the travel agent (Gotogate). Gotogate used all kinds of excuses to refuse a refund. They told us to get an approval note from the airlines, a written statement from airlines, a $30 cancellation fee, etc. You name it! I called the airlines a few times and was told it is the travel agent's responsibility to release a refund, they already approved that... More worse, Gotogate let me wait over an hour and then left us in silence, literally! No sound! No response!
Gotogate, you are trying to make immoral and bloody money by taking advantage of covid-19 victims! I hope you will sleep well.

Terrible service and a complete joke. I waited on the phone for over 4 hours to get in touch with someone. (Which wasn't the real problem because I know call volumes are extremely high) but when I finally got someone, they said they could refund my flight (which was cancelled by the airline already due to coronavirus) but it was a $30USD processing fee. I will be finding a way to get the $30 back that was stolen from me from this cut-rate service

The only reason why I'm giving this a 1 star is because I can't give 0 stars. They have put me through the wringer on this one. I tried to search flights via google and I'm ashamed for them directing me to Gotogate for my flight. Yeah, it might be a cheap flight but you get cheap service too. It's not worth it. The airline cancelled my return flight and since their system doesn't show it being cancelled I had to call the airlines back to be directed back to gotogate. I was on hold for a total of 4 HOURS and got no where. My flight leaves tomorrow and after the flight passes and they have no confirmation that it was cancelled then I am marked as a no show and can't not receive a refund... so I'm to go to the gate and show up even though it's cancelled?! Just book direct with the airlines, even if it's a few more bucks, I wouldn't wish this experience on my worst enemy.

I have NEVER encountered such appalling service from any web agency before! They are giving me the runaround with regards to my flight cancellations and refund that was due to COVID-19. I have emailed and rung them SEVERAL times since Mar 16th and a bunch of incompetent call centre staff keep telling to contact the airline for a waiver authority code or else I wont get my refund! I already know that the travel agency need to ring the airline (since I paid them not the airline) but I rang the airline anyway and they told me what I already know! I am beside myself as i am not getting any help or resolution from GotoGate and might as well kiss my $$ goodbye. I WILL NEVER BOOK WITH THEM AGAIN AND WILL WARN OFF ANYONE ELSE WANTING TO BOOK WITH ETRAVELI OR GOTOGATE.

Worst company ever! I have a flight which was cancelled due to Covid19.2 days before the flight I called them and I had to wait 2h on-hold just to get a arab accent guy with defective microphone. He told me to wait like 5 minutes and I was hearing him trying to switch cables of his microphone and then told me that because my ticket was low cost, they can't do nothing and that I had to contact airlines.

What a shame! The airline said clearly we had to contact the agency and I had to wait 2 hours just to be told they can do nothing! This is a completely scam!

Also there is no way to cancel through their website just like other companies let you.

Finally the airlines helped me.

Never use Gotogate

I bought a ticket through them. I received the confirmation and the receipt. When I showed up to the airport, was told that my ticket did not work. Called Gotogate who refused to help. Ended up having to purchase a last second ticket which was worth 4x the price of the original I had paid Gotogate. Meanwhile, I've waited 2 months with no response from Gotogate, no refund for the ticket I paid them or for the last second ticket I had to purchase due to their ticket not working. I've gotten a hold of Gotogate on the phone multiple times but they refuse to transfer me to a manager. They keep telling me they will call back in a few days but never do. They have not responded to my online complaint or my emails either.

Total scam. Would highly discourage.

We have our flight in 3 days and we were never contacted. We have been trying to call for over 2 weeks and every time they told us to call within a closer time period than the one set before. We called then when 10 days before our flight (as suggested by them) to be told to call when the flight was within the next 3 days! A nightmare! We called again today to only find out that they would give us the reimbursement but would WITHHOLD 30 EUROS FOR TAX PURPOSES!? We didn't want to cancel our flight, the WORLD is in LOCK DOWN and we have to pay since we are cancelling? DO NOT BOOK VIA THIS AGENCY.

This would be the last time i use this agency. Totally scam bad service and i mean it i spent over 50 dollar just on phone calls and they never answer. You cant cancel till you call but they never answer. Honestly gotogate is absolutely reticules company. Please everyone dont even think about cheap ticket with them because if anything goes wrong u will never be able to get through them either call or email and i will upload a picture to show everyone how bad they are and am based in japan and this number is japanese number

Go to Gate... Backyard Amateurs that cannot even be compared to a Start-up.

7th day trying to cancel / Refund flights ==>> 4 hours to get to their first attendant... then 2 hours to get to their scheduling team... to then hear from a clueless individual that, he doesn't have the necessary access to put the cancelation through, ad then would have transfer me to his colleague and I was not gonna wait more then 15 min (Liars)... another 3 hours till the call was dropped!

So frustrating as they purposefully redirect you call till you get lost... and just give up cancelling.

Avoid at any Cost! Scammers