GoToGateReviews 2,835

I did book flight 20/Feb/2020 and on 20/March tried to cancel my trip during the state of emergency in Ontario, Canada. Send five emails, only to cancel my trip and only automatic email was the respond. Today is 27/March only four days to start my trip and no Answer. 01/April return 06/April
Tree days in a row called the number *******699 (toll free) and Waited 3-4 hours... nobody answered.
I need a help just to cancel my trip and receive the cancelation note... nothing VERY VERY VERY DISAPPOINTING

After trying to get a hold of the company for a month before my flight, I was meet with a number that did work in Australia, and a business address that doesn't exist, emails that didn't get back to me, just we'll get back to you, even though I specified I was going to leave in 14 days, no was has contacted me since, and my flight has left, not knowing if I'm getting some kind of compensation, not knowing is the hardest thing, and they should have done better, and I'm out money, with no reason.

Horrible! I cannot get a refund on a flight that was cancelled by the airline because supposedly they cant contact the airline to confirm. It has been 2 months and they are refusing to refund my cancelled flight. I contacted the airline multiple times meanwhile and was able to get a waiver code and emails for this company staff to contact. I did this a month and a half ago. Still nothing. Cannot reach a supervisor, and always am told that my request is "escalated" but nothing gets done. I am always told that someone will email or call within 24 hours. Been told that about 8-10 times, ZERO calls or emails.

Since this Corona virus went viral i have been trying to call Gotogate customer servise number and it is disconnected. I have paid over $6000 for the tickets to go with my family for a trip and who do i contact when they just vanished out of nowhere? Very unprofessional from them. I just know one thing and that is, i will get my money back even if i have to go at the end of the world to find person responsible for this! Don't worry will find you one day and when i do...!

I booked 2 flights from GoToGate travelling from Xi'An, China to Shanghai, China and then Shanghai, China to Osaka, Japan. Juneyao airlines is the carrier for both flights.

Juneyao airlines have a clear policy that I am able to cancel my flights for a full refund due to COVID 19. I contacted GoToGate 5 times during the last two weeks by telephone and email, they said i must contact the airline to cancel and request a refund. I contacted Juneyao airlines directly 5 times and was told each time that they were unable to cancel my flights directly, your travel agent GoToGate must contact the airline to cancel and apply for a refund on your behalf.

Never book with GoToGate. They refuse to help even when it is their responsibility. They absolutely refuse to help with a refund. Do yourself a favour, Don't book with gotogate!

They even disconnected their contact number and have not replied to my emails.

My family and I booked flights through this company to fly to Sri Lanka on 13 March 2020. On the 12 of March the Sri Lankan authorities cancelled visa on arrival and stated that departure point from Geneva Switzerland would result in 14 quarantine. I immediately started to call GotpGate at the number +41 315 ******* in Bern, a number *******673 in London as supplied by the company webpage, their supplied number of ************** in Kuala Lampur, and a number supplied at their Head Office in Sweden. Not a single one of these numbers has worked to date 20 March 2020. I have emailed the company at all email addresses supplied to query about the company policy in a situation such as this. I have not been contacted by or responded to by this company once during this period. This emergency will pass but we will remember companies like this for the way we have been treated.

If I could put ZERO stars I would.
In your call center people doesn't even speak english! And the waiting time is UNBELIVABLE!
You provide ZERO service for people who paid the insurance to get money back in case the flight was cancelled.
I did this insurance as I know this period is tricky and because of the coronavirus lots of countries are closing the border, I PAY AND INSURANCE AND I WILL NEVER SEE MY MONEY BACK, YOU SUCK!
And also I booked with Air Canada, a good Airline and on their website is written even in case of no insurance they will let us change the flight for free. When I called the call center the guy said there was a mistake in the system. OK. Very well guys thank you keep doing your job like this.

TERRIBLE CUSTOMER SERVICE. I tried to rebook a Lufthansa operated flight during the Covid 19 crisis because my country was closing its borders. After 3 hours on hold and being bounced around from department to department, they hanged up the call. Nobody knows what their doing and even told me I would have to pay for the rebooking even though Lufthansa was waiving all rebooking fees for reservations before March 5th (which was the case), travel dates up to April 30th (also the case) and rebooking until the end of 2020 (also the case). I understand the long waiting times in this situation but I don't understand how a staff that should be extra efficient during this time of crisis, has no idea on what to do or rebooking/refunding policis of the companies they work for.

DO NOT USE.
I had a flight to Canada booked for March 21st on Porter airlines. Porter has cancelled that flight due to COVID-19. I called Gotogate, and they claimed that it had not been cancelled, despite the fact that I was literally looking at the statement online. A quick Google search would have confirmed that I was correct.
They said I had to call Porter directly to get 'authorization', so I did. Porter, of course, told me that the travel agent needed to contact them directly and there was nothing they could do. So I called Gotogate back (each of these calls, of course, took a very long time.) Again, they claimed that my ticket was non-refundable, DESPITE THE FLIGHT BEING CANCELLED. I remained polite (I am Canadian, after all), but the agent became very aggressive and began talking over me and yelling. They again tried to tell me I needed to call Porter. When I told them that I had ALREADY called Porter, the lady again got very surly. Now I'm on hold with Visa to get the charge removed as fraud.

I sincerely hope that Gotogate goes out of business. During a global pandemic they made it impossible to obtain a refund to a cancelled flight. Even had the flight not been cancelled, THE BORDER IS CLOSED! I cannot cross the border! None of this logic seemed to be of any consequence to anyone I spoke to at Gotogate.

Massively incompetent. Zero star. Stay away. I spent 2 weeks trying to cancel my fly or change with a booking. Spoke to at least 8 different staff members by phone and email and including the floor supervisors. Everyone blames everyone else or gives conflicting advice. Cant cancel fly to miami. Lost my money. They told me to contact the company i was going to fly with. I contact the airline to cancel the fly. The airline told me is not problem to cancel but gotogate need to contact they no my self.
The airline was happy to cooperate if gotogate would contact them directly but gotogate didn't do this even after many times that they said that they would.
Dont waste time and money gotogate they..