“After the airline canceled bookings LGYQMJ and LGYN1G, GoToGate support confirmed multiple times over the years that they received the refunds from the airline. However, they
never passed the money to me, continually claiming it was "escalated."
Now, their agents claim they can't even see my bookings in their system and are telling me to contact the airline. GoloGate has been holding my money for years and is now trying to erase the paper trail. Avoid this company!”
“Hice una reserva a través de Gotogate� y la experiencia ha sido muy mala. Durante el primer intento de compra, la propia página web indicó que se había producido un error y que la operación no se había podido completar. Al no haberse confirmado la reserva, volví a realizar el proceso y esta vez sí apareció como validado correctamente.
Mi sorpresa llegó al comprobar que se habían generado y cobrado dos reservas diferentes. Al contactar con atención al cliente para cancelar la duplicada, me cobraron además 80 € de gastos, cuando el problema fue claramente causado por un fallo de su propia web.
Me parece totalmente injusto que el cliente tenga que asumir costes derivados de errores técnicos de la plataforma. El servicio de atención al cliente no ofreció una solución adecuada y la gestión ha sido muy decepcionante. No recomendaría reservar con ellos”
“Order 1100-689-484. Still waiting 2 months for a 1,000 EUR refund for cancelled Qatar Airways flights. Customer service only gives excuses. Please resolve this immediately before I finalize the chargeback with my bank.”
“Impossible to manage bookings in autonomy and the assistance/customer service is completely useless. It took over 30 minutes just to make them understand the problem, while I kept saying I needed to postpone my flight and I wanted to know the options available. I'm now 1 hour into this chat and the assistant has yet to give me a straight answer.”
“My complaint was handled with urgency and professionalism, and I was relieved to receive a full refund last week. The company demonstrated strong accountability and genuine care for its customers.”
“Their prompt response and professional approach made it easy to resolve my withdrawal issue without unnecessary delays. I sincerely value their transparency and the consistent support they provided from start to finish.”
“After a death in the family, I requested a refund for an upcoming trip a they claimed they submitted the paperwork on my behalf to the airline. They then said the refund had been refused. When I contacted the airline it was approved within hours. They dragged their feet at every stage and they made me fight tooth and nail for no reason to get what I was owed. When I pointed this out to them, they made no attempt to change and tried to buy me off.”
“I’m writing to express my deep dissatisfaction with the recent experience I had with your billing department. What should have been a simple transaction became a drawn-out and confusing process. The unexplained charges and refund delays were both stressful and disappointing. This experience has left me questioning the reliability of your billing procedures. I do, however, want to commend Thomas for resolving the issue efficiently once it was escalated.”
“I booked Business Class flights through Gotogate on 28 April 2025 and paid in full. Immediately after, Gotogate confirmed my booking as Business Class. However, when the tickets were issued, they were in Economy Class.
Gotogate admitted in writing (29 April and 8 May) that this was due to a technical error on their system, not my fault. Despite repeated reassurances that the Business Class cabin would be reinstated, they failed to resolve the issue. For months, I was told my case was “escalated” but never received any meaningful update.
Eventually, they closed my case offering only two unacceptable options:
A full refund, or
To pay the massive fare difference to “upgrade” back to the Business Class I had already booked and paid for.
This is a clear breach of contract. I did not purchase Economy, I purchased Business Class. The stress, wasted time, and total lack of accountability have been appalling.
Gotogate’s customer service repeatedly gave scripted responses, broken promises, and never honoured their obligations. I am now forced to pursue legal and financial recovery routes.
⚠️ Avoid Gotogate at all costs. If something goes wrong, they will not fix it — even when they admit it’s their fault.”
“Broke their own T&C, cycled me through 50 agents, said “fixed” and disappeared. No‑reply emails about irrelevant items, no answers to mine, chat drops, 27‑hour delays, expensive phone waits, and written promises denied the next day. Avoid.”
“I had a problem with a Seating. They contacted me and told me that it was an error from the system, and that I will get the refund. But 2 weeks later, they closed the case. And now If I write them back, I get an automatic reply, that I need to fill out a form. If I fill out the form, some worker tells me to write an email, but they don't tell me where. So I cannot contact them. Only if I Call to the US which costs me a lot of money.”
“I booked a flight from Istanbul to Tivat through GoToGate (Order: 1062-XXX-XXX). Air Montenegro randomly changed my flight time to something ridiculous, so I asked for a refund. That was 3 weeks ago.
Here's what's been happening for THREE WEEKS:
I call GoToGate: "We'll contact Air Montenegro and call you back" (Never happened)
I call Air Montenegro: "Talk to GoToGate"
Repeat. Every. Single. Day.
It's like being stuck in a bad joke. Nobody wants to help. Nobody gives straight answers. They just keep passing me back and forth hoping I'll give up.
I can't reach anyone who actually cares. When I finally get through, they give me vague nonsense answers and rush me off the phone. I've asked simple questions like "When will I get my money back?" and can't even get that answered.
Honestly? I feel scammed. How is this legal? Two companies just pointing at each other while keeping my money? Today was supposed to be my flight day (June 27) and I'm sitting here still fighting for a refund.
If you're thinking about using GoToGate or Air Montenegro - DON'T. Save yourself the headache. Book with companies that actually help when things go wrong.
Still no refund. Still no answers. Just the same runaround.
0/5 - Would give negative stars if I could.”
