Gotogate disregarded its legal obligations (Order number 1045-736-848) It is both shocking and deeply disappointing that a company as established as Booking.com has chosen to subcontract Gotogate—a provider that blatantly disregards its legal obligations under the Package Travel and Linked Travel Arrangements Regulations (EU Directive 2015/2302). My flight was delayed by more than six hours. The airline, Wizz Air, informed Gotogate of the schedule change well in advance—over 14 days before departure—which means the airline holds no responsibility under EU Regulation EC 261/2004. In fact, Wizz Air complied fully with the regulation. Airlines are permitted to make significant changes to schedules if they do so at least 14 days in advance and if they offer the customer the chance to cancel or rebook. In this case, Gotogate failed to communicate the change, and I was only informed the day before departure. As a result, I lost the opportunity to cancel, reschedule, or seek compensation in a timely manner. They have failed to provide the services required by law and are now responsible for covering the compensation I am entitled to for flights delayed by more than six hours. The issue has been ongoing since 21 April, and despite a promised call back on 9 May, there has been no resolution, no clarity, and no accountability. Based on my experience, I expect any response from Gotogate to follow one of three predictable patterns: Avoidance – claiming they cannot trace the issue without an order number (which has already been provided). Incompetence – stating the issue is “being worked on” without providing any concrete update. Deflection – attempting to shift blame to the airline, even though Gotogate is the party that failed to act on the airline’s notification. I also expect them to fail to directly address their failure to comply with Directive EU 2015/2302, and to completely ignore the fact that the issue has been open since 21 April, with a callback promised since 9 May. The call back took place 4 weeks after it was requested (the lead time for these is 24 to 48 hours), but it was cut short due to technical problems and needs to continue. This in itself is proof of the poor quality of service they provide. Customer service has been disjointed, dismissive, and misleading. I have received contradictory messages, broken promises, and no meaningful communication. There is no ownership, no urgency, and clearly no functioning internal process. I strongly advise others to avoid Gotogate, and urge Booking.com to reconsider its partnership with this provider. I am escalating this matter to the Civil Aviation Authority (CAA) and the Competition and Markets Authority (CMA) for formal investigation and redress.