“Cancelled flights. Nearly 3 months on, still haven't got refund. Diabolical service, avoid this company at all costs, full of excuses for not paying out.”
“I didn´t get the correct information about my seat reservations I made for our flight to Greece last month. I always make window reservations for my wife an me because we are seniors and I don't want problems with other passengers when we need to go to the bathroom. On the outbound flight we did indeed get the reserved seats, but on the return flight we got the most uncommon seats available in an airplane and of course no window seats. In addition, I was charged an additional $100 when I booked and paid for the trip. So no more Gotogate for me, because it is very difficult to contact them.”
“Booked a ticket to Thailand from South Africa. Websute states 24/7 support and assistance, which is not true. You wait 4 days for a reply from them. There was a flight change and they only send you a message. Never contact you directly to solve the issue. They come with an excuse if they can't call outbound. We need to call them. Which is unprofessional and waste of time dealing with this agency with no assistance. Not recommended!!!”
“I had an initial conversation with a representative who informed me that the rate difference would be £103. However, she abruptly disconnected the call and later called me back with a revised rate of £144. I had already paid for a flexible option when booking my flight, and as far as I know, flexible means I would only need to pay the fare difference. However, the amount I was charged feels excessively high to me. This is completely unacceptable. As someone who also works in customer service, I can confidently say that we would never treat our customers this way. I strongly advise against booking through this website—please book directly with your preferred airline instead.”
“I booked 4 tickets from London to Toronto based on their advertisement that included luggage. After payment, I received an email stating there was a "technical problem" and they couldn't include luggage as advertised, blaming Air Canada. They offered a refund if luggage was essential, so I canceled. They mentioned a £35 handling fee per ticket, which should have been £140, but my refund was short by £164.
This company lures customers in with low prices, then adds hidden fees when you cancel due to their false advertising. Completely unethical – feels like a scam. Stay away!”
“I recently purchased four tickets for my family from London to Toronto through this agency. After receiving the booking confirmation, I was informed via email that, due to a "technical issue," our luggage booking had been cancelled. When I contacted customer service for clarification, I was told that I could either purchase luggage directly through Air Canada or cancel the booking,incurring a £35 cancellation fee per person.
This situation feels like a clear case of mis-selling. The package was advertised and sold with luggage included, only for that to be withdrawn after payment was made. I was then left with no reasonable alternative but to either pay additional fees or accept a costly cancellation.
This experience has been deeply disappointing and feels deceptive. I strongly advise others to avoid booking flights through this website, as my experience suggests highly unprofessional and potentially unethical practices.”
“They are fine until things go wrong then they are useless, don’t get back to you until months later. Paid for seats didn’t get them on the flight, paid for baggage and was made to pay again at the airport. Really poor, strongly advise just book direct with airline not this company …”
“I booked a flight through Gotogate, and the airline changed my itinerary to an inconvenient flight with a stopover. I requested a rebooking on March 2, and despite multiple follow-ups, they kept stalling with the same excuse: "waiting for confirmation." The airline confirmed that Gotogate has full authority to change my ticket, yet Gotogate refuses to act.
After more than two weeks of delays, empty promises, and no clear timelines, I am still waiting for my flight to be rebooked. Every time I contact them, they ask me for the same details again as if my request never existed. This is unacceptable and completely unprofessional.
If you value your time and money, do not book through Gotogate. Their customer service is useless, and they will leave you stranded. Avoid them at all costs!”
“I had a terrible experience with Gotogate when I needed to update my booking details. They tried to charge me an outrageous amount for a simple changed Their customer service was unhelpful and seemed more interested in making money off unnecessary fees than actually assisting customers. I would strongly advise against using this company. Save yourself the frustration and book directly with the airline!”
“This company provided the worst customer service experience I've ever encountered.
While I initially booked flights through booking.com, I later discovered they use Gotogate for ticketing. Two weeks ago, the airline cancelled our outbound flight and move us to the following day, a completely unusable option.
Despite available flights on the original date with codeshare airlines, Gotogate or Japan Airline failed to transfer us. Worse, during a phone call with their representative, incorrect dates were submitted to the airline, which Gotogate then denied, ultimately leading to the cancellation of my outbound flight.
I'm now thousands of pounds out of pocket with no outbound flight. Gotogate simply blames the airline, while the airline claims they can't assist because the booking was made through an agency. This endless cycle of blame highlights an outdated and inadequate process between Gotogate and the airlines for handling flight changes after a schedule alteration. This has been, without a doubt, the most stressful and frustrating customer experience imaginable.”
“When I believed my investment was gone forever, Lilo Grace Recovery Team came through with unparalleled expertise and compassion. They listened to my concerns, guided me through each step, and showed relentless determination in pursuing my case. The peace of mind and trust they provided were invaluable, and, incredibly, they helped me recover my lost funds. Their dedication and skill brought me relief I never thought possible. I’m profoundly grateful for their support and highly recommend their services to anyone in need. Contact them for help
W-h-a -ts -A-p-p: + 1 6 1 5-4 1 4 -15 - 6 2
Email: lilo grace 75 @ gmail .com”
“Total waste of time, and worst customer service. Any modification to the ticket costs SO much that it's ridiculous and takes a VERY long time to do. My change has been progressing for over 27 days now, and they can't give me any progress update. I've been contacting them every day, and they can't provide any detail. They just keep saying to wait. Useless. Beware of booking through them. Total scam!”
“Gtg failed to book seats blamed everyone else but them selves...refund issued but no apology, told to sort my own seating reservation out with airline....
Be warned and insincere customer service and a deny all company”
“My experience with Booking and GoToGate has been extremely disappointing. I booked a flight through their platform, and the airline made significant changes to the itinerary that completely disrupted my plans. Instead of offering an effective solution or a fair refund, both companies simply adhered to rigid policies that clearly favor the airline and not the customer.
What’s worse is that they make it seem as if the customer is the one canceling the reservation, when in reality, the changes are the airline's responsibility. This is not only frustrating but also leaves the customer feeling completely helpless. Additionally, their customer service is slow and not focused on resolving real issues.
I do not recommend using these platforms to book flights. It’s clear that customer interests are not their priority, and this experience has left a bad impression that I will share widely to prevent others from going through the same.
I won’t be trusting these services again. If you’re looking for fair treatment and quick solutions, I strongly advise seeking other alternatives.”
“Scammers, deviated my itinerary replacing a 4 hour flight segment with a 27 hour two-connection flight. I asked for cancellation but they wanted to charge 400 Euros to cancel a flight that cost me 1409 Euros! despite its their fault, and me asking to cancel a mere 20 minutes after the booking, for a flight that is two weeks away! They are crooks and totally devoid of integrity and are very slimy. Avoid like the plague.”
“BOOKING : 1022-384-904!
If I could only give 0 stars I would . An absolute disgrace of a company. Made our lives hell when i accidentally put a wrong letter in my sons name upon booking. Made us wait weeks and weeks and charging us ridiculous name change fees , lying to us blaming Emirates when emirates were not at fault . They then advised us to take a risk and travel on an incorrect name and risk leaving our 7 year old son at the airport ?! Unbelievable! This company should be shut down for its lies and conduct.
The way they treat customers is appalling. Disgrace to the travel industry.”
“DO NOT TRUST THEM
They sold us a ticket for a flight which didn't exist!!!!!
LIARS LIARS LIARS
They tried to cover it up blaming the airline for cancelling the flight, the airline confirmed they never, ever had that flight scheduled
Massive stress!”
“Extremely annoyed with the way this company kept refusing to accept any responsibility for a refund request I made for a change in reserved seating. They kept referring me back to the airline then refused to contact them when asked to do so. They also provided bogus email address so was unable to contact them. Fortunately, the refund sum was not substantial but given the way they treated me I shall be avoiding them in the future and advise anyone to do the same”
“"Avoid Gotogate at All Costs: A Nightmare Experience"
I cannot stress enough how disappointed and frustrated I am with Gotogate. They promised the world—special meal & seating, priority boarding, and other perks—but delivered nothing. It's as if they took my money and vanished into thin air.
Their customer service is a joke. Endless hold times, unhelpful agents, and broken promises are the norm. Don't expect any resolution to your problems, no matter how severe.
I urge anyone considering using Gotogate to reconsider. Save yourself the stress and frustration. There are countless other, more reliable travel agencies out there.”
