“Booked a flight and cancelled due to boarder lockdowns (Australia) prior to flight. Confirmed with airline cancellation, airline confirmed flights cancelled and eligible for refund and to contact provider I booked tickets through (gotogate) contacted them... giving me the run around, not giving me a refund despite having all the proof required. NEVER USE this company. If I could give less an 1 star, I would”
“SCAM ALERT! DO NOT USE GOTOGATE!!! The app is terrible as well as their useless customer service , we have booked our flights through Skyscanner and were directed to gotogate. As we had connected flights, we booked check-in service, however we didn't receive it and when we tried to contact them prior our flights they hadn't responded to us at all. We had to do check-in ourselves and were left without any communication. After almost a month they replied there would be no refund for non-existant check-in. They charge you for the service they don't provide. Steer away from these SCAMMERS!”
“Their service is a joke and I am being generous.
1- I got cancelled the seats I had pre-selected due to a "technical error". Here, at least they had the courtesy to give back the money, but still disappointing.
2- On My Bookings, where it is supposed to be an option to add another luggage (according to their webpage), it is not possible to do so. Instead, it sent me back to the main webpage.
3- Immediately, I sent a message through this web messaging system and explained the issue about not being able to add another suitcase. I asked for assistance and for the price to add it. After several days, there was no answer.
I sent another message through this web reminding them my issue and said that if it was not possible to know the price of the extra suitcase or add another suitcase, I wanted to cancel my ticket immediately so I could find another one with another company. Still no answer.
4- I called to the assistance number (+44 203 455 03 90) more than 10 times until I finally got an answer from the operator. I explained the situation and he said that a different department was in charge of that, so he put me through with them. After listening to the waiting melody for 1hour 10 min, I hang up and called the number again. The same operator answered and he said "Really? They didn't answer all this time? That's strange... Well, now their line is available, please let me put you through". So here I was, listening to the same melody and waiting again for another 20 min (these are international calls). There was still no answer, so I hang up and called the same number for the third time. Nobody picked up the phone. I tried more than 7 times, but still no answer.
5- The day of the flight came and I couldn't connect on the phone with go to gate nor I received any answered from the webpage of Go To Gate. So I had no more option than going directly to the airport. The airline said they had to charge me for the extra suitcase according to the policies of my Go To Gate ticket, so I had to pay 82,800 Japanese yen (around 721 usd!!!!) for excess weight, which is similar to the price of the ticket. My flight was about to go and I had no other choice than paying this ridiculous amount.
It occurred on: 24/02/2022
This meant that I bought a ticket I could not cancel with a company that didn't allow me to add an extra suitcase. A company that didn't answer any messages I sent through their own webpage and that kept me waiting for over an hour on an international call, just to get put through again and made me wait for another 20 min. A company that charged me 721 usd for a 25 kg suitcase, which is almost like the amount of the plane ticket itself.
They answered me almost 1 month later with this message:
"We would like to inform you baggae are not refundable".
Don't use it.”
“I do not recommend buying tickets from this dealer. They charge fees for additional services and then fail. After making a complaint, they of course do not accept guilt and put a blame on the airlines. I will never use these grifters' services again!”
“One of the worst companies to have booked, this being my first time booking with them. Minimum hold of at least 25 minutes. Gives false quotes when you go for amendments. I have booked with other companies but this is the worst. Never book with them”
“I did cancel my ticket 20 hrs before the flight due to Covid-19 but they did not process due to that the airline suspended my tickets when I contact they ask me to contect air line.I did call to Air line and Unsuspend ticket and inform Gotogate. After long wait they reply me that the amount airline refund is less then our charges…I mean I booked fro gotogate they are throwing me to air line ,air line not taking any responsibility as it Gotogate responsibility.very bad experience they reply you when you keep knocking.”
“After having subscribed to a cancellation insurance. You pay 200€ more for your Ticket, just to get a voucher of 90% of the price of the ticket and Not a Full reimbursement . Even if you could have been fully reimbursed by the company. Unbelievable how this company makes money.
Absolutely do not recommend.
Very unfair treatment.
Also had to wait more than three months and call several times to still not have received the voucher.”
“Their booking website gave me an error when purchasing a ticket and booted my back to the beginning of the booking process. It could not have been clearer communication of an error. Upon purchasing what turned out to be a second booking under the same name, they had no way of fixing the problem beyond a "$90 cancellation fee".
A booking site spitting out an error as a false positive is not something I've encountered before, I suspect this bug is considered 'acceptable' as it occasionally leads to them getting extra money.
Do not book with them.”
“Horrible experience, I bought a ticket for 140$ USD with flexibility option. I called about 10 times to make a change of date and every time they put me on hold and hang up the call. They have not been helpful to make changes. There are flights on the day of the change.
They will answer your call but won’t try to assist you. I’ve emailed and got no response. DONT BUY FROM THEM!!”
“What the other reviewers state is true. Go To Gate and find you were ripped off by a scam company that has legal experts that know how to FY. Also note, AMEX allowed them to charge me for something I never received. Then again, AMEX moved their call centers to INDIA. What was once a great company needs to evaluate their services. INDIA? Can’t understand the underpaid call worker that took the call from home. Enough of your poor choices AMEX. Avoid Go to Gate. As for paying them, AMEX has and I pay my bills in full and on time always. I may not be their best customer, but, go to gate has screwed AMEX far more. Allow criminals to rip off your customers, move your call centers to INDIA and the Philippines. Smooth move AMEX. Go to gate is a scam company that charges for travel that can not be used. They know it and now you do too. Never again. Go to gate is a first class ticket to hell. SCAM Company.”
“WORST online travel agency EVER !
I cannot stress enough to future clients to not use their service. I honestly hope this helps you avoid all the pain, agony, disappointment and frustration I've had in dealing with Gotogate. This has by far been the worst experience I've ever had in booking flights, etc. Even with all the challenges in traveling with the Covid pandemic. Their customer service is beyond terrible. My flight was cancelled by the airline and despite having paid for ALL of their added "insurance", "protection", "flex(ible)", etc. Gotogate still insisted on charging me additional fees to get a refund. Furthermore, after double checking with the airline that I was entitled to a FULL refund including taxes and fees, Gotogate wouldn't refund me my full fare and amount I paid to them. They are super shady and criminal in the way they do business. I've been on hold for literally countless hours when calling their hotline, only to speak to a rude customer representative for a minute then told that I needed to be put on hold AGAIN to speak with their "schedule change department." Even though I properly inputted and followed all their prompts correctly. Hours, days, weeks, months later... I still do not have my refund. And every time I call to inquire what's going on I have to go through the same on hold jumping through their hoops process; CRIMINAL ! Please save yourself the hassle and use another company or better yet book directly with the airline. I will most likely have to report them to my credit card company to get my refund at this point. They also do not respond to any emails or messages. Gotogate should be ashamed of the way they treat their customers. I wouldn't be surprised in the future someone will take firmer legal action against them and shut their business down. Go to HELL Gotogate !”
“Do not use GotoGate - they will take your money, treat you terribly, hang up on you if you call customer service, and never refund your money if the airline cancels or changes your flight.”
“I booked flight with them to fly from Malaysia to Vietnam via Thailand. The transfer at KLIA airport was just 1h45 and I did not know that I had to change the airport from KLIA2 to KLIA. It took 45 mins already (also because of reduced express train from KLIA2 to KLIA), so when I reached the check-in counter, they were already closed for 10 min. When I booked flight with Gotogate, I paid 100USD more for flexible ticket. I called to Gotogate but could not reach them even though when I bought the ticket, they had include Connection Guarantee with 24/7 customer support that would help you to find other flights or get refund if you miss your connection. When I tried to called the connection airline to reschedule, they told me the booking number was the agent's, not their, so they could not check or change my ticket. I was told by the airline staff that Gotogate issued the ticket in three separate booking numbers, I would not be allowed to transit in Bangkok. So the ticket was not feasible since the begining. I tried to write to Gotogate but they answered I had to phone. It cost me 20USD to call to UK but could not reach any agent. They even asked me to pay extra for ticket cancellation (about 80USD) without being any helpful. They said travel documents were my responsible, but how could I know that the tickets has three different booking numbers for three flights before I booked it, and the booking numbers are not the airlines' so they could not change or refund without Gotogate, while Gotogate was not responsive and helpful. I had to buy new tickets to fly to Vietnam after being stuck at KLIA for two days and one night and lost a 800USD ticket. They sold ticket that was not feasible, when you wanted to change, you had to call. But then when you call, no one pick up. Then you wrote email to them. They said you had to call. You called to them, no one pick up. You called to the airline, they said you had to call the the agent. You called the agent again, no one pick up. You emailed customer service, they told you that you did not inform them early enough and it was all your faults.”
“DO NOT BOOK THROUGH GOTOGATE!!! WARNING, IT WILL BECOME A NIGHTMARE. I booked tickets to the Philippines, but they said it was canceled. PAL said it was not, asked customer service to help and they did absolutely nothing. Promised to email me back, nothing. When they arrived at the airport, they couldn't find their tickets and spent another hour at the ticket line fixing everything. What a mess. Book direct or anyone else besides gotogate.”
“Scam. Waiting 1 year for airline cancelled Covid refund, even though Gotogate received money from airline 7 months ago. Terrible customer support, they keep you on hold 30 minutes and front-line support knows nothing and can do nothing. They keep saying 'i will escalate', 'you need to wait some time'. Even after 2 'supervisors' calls and assured they will progress, nothing. Avoid this company. Not ABTA or ATOL protected, so you really have no recourse!”
“Awful company. I lost over£1000. When I had to change flight because of covid restrictions they sent me a voucher. When I tried to rebook they said I needed to contact airline. The airline said flight had not been changed and vouchers are worthless. Never again . This has also put me off skyscanner too as they use this company.”
“Would give 0 stars if I could.
I’m trying to visit my dying relative and they have made the whole situation far worse. Airline have changed my flight making me miss my connecting flight and they won’t change unless I pay £30 ! Disgusting customer service please don’t risk booking with them.”
