“I applied for a refund on May 24 with gotogate.ae (an airline ticketing company) an online website since I could not travel due to illness of a close relative. Since May 24 Gotgate claims they have applied for refund with qatar airways who have not responded to them on refund. On checking directly with Qatar airways, they say they have issued a voucher (after deductions) for future use. While my request was a refund with gotogate.ae I am stuck between gotogate & airline & not got the refund for last 4 weeks. Gotogate.ae chat representatives do not go beyond that they have not got response from qatar airways while their UK tel no: 00442034550380 is unattended. One cannot speak to any manager too. Pls refrain from booking tickets with Gotogate.ae. As a reference i attach below a correspondence
Gotogate
Sat, May 24, 12:13 PM
to me
Hi Ajay,
As agreed, we've canceled your booking V736S5. Any other passengers will keep their booking reference numbers.
We will now send your refund request to the airline. If approved, the refund will be credited directly to your original payment method, minus an airline fee of 495.12 AED per person and our service fee of 160 AED per person. Please note that some taxes and additional services may not be refundable according to the airline's policies. For more information, please check our Terms and Conditions here .
We aim to process refunds within six (6) days of receiving the funds from the airline, and we promptly forward all requests as soon as you confirm the cancellation. While most airlines complete their part within five (5) business days, the full process—including our issuance of the refund, may take up to 10-15 business days.
You'll receive an email confirmation once your refund has been processed to your payment method. Kindly avoid contacting us before receiving this email. In the meantime, you can track your refund status in real time on the "My Bookings" page of our website.
Please keep in mind that once we've issued the refund, the final processing time may vary depending on your payment provider or bank.
If you have any questions or need further assistance, please don’t hesitate to contact us.
Kind regards,
Kha Thuong L
Gotogate”
“Do not use Gotogate. It has been over six weeks since I requested a refund, and I still haven’t received my money. Despite multiple follow-ups, there has been no clear update or resolution. The delay is completely unacceptable, and their lack of communication shows a total disregard for customer service.”
“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.”
“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.”
“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.”
