Almost 12 months and no refund yet! March 2020 I purchased 2 international air tickets on Gotogate.it for a total of € 2054.99. November 2020 I called their customer service and requested the cancellation and refund, agreeing to pay 250 € / each as a penalty (which they would have discounted from the refund). Almost 12 months have passed, I have called, solicited many times by email and through their chat and we still have not received any refunds or concrete updates on the procedure other than "we are dealing with, sorry, covid, we will talk to a superior, etc." Not to be trusted. I contacted the consumer defense.