I had a flight booked from London to Milan through GoToGate in May. Just days before departure, I had to urgently fly back home to Sydney as my Grandmother became critically ill. Tragically, she passed away. Given the circumstances, I reached out to GoToGate to explain the situation and asked if I could receive a refund, credit, or even partial reimbursement—anything that showed basic human decency and understanding. Their response? A cold, automated refusal with zero flexibility, zero empathy, and zero willingness to help. Not even a credit towards future travel. I completely understand airline policies, but there’s a line between policy and inhumanity. Other companies show compassion in exceptional cases—GoToGate clearly does not. I will never book with them again, and I would strongly caution anyone else to think twice before doing so. When you need customer care the most, they will let you down in the most unforgiving way.