Go To Gate UKReviews 34

A complete rip-off. They will entice you with lower prices flights, but then charge you abusive fees for any change/add-on. Want to pay £215 per person to add checked baggage? £41 for the privilege of selecting your seats, as well as double the seat price the airline charges on their own website - all the while saying that's the airline's fee. Plus, their T&Cs state you are merely expressing a preference and not actually securing your seats, as they can be changed by the airline at any moment without compensation! Forget doing anything directly with the airline as well, as buying a ticket with them will stop you from being able to do it. They even charge £22 extra if you want to claim compensation if your flight is delayed! Something that happens automatically in case of delays. There is simply no transparency regarding extra costs and it's full of hidden fees and inflated prices AFTER you book and are trapped with them. Do yourself a favour and never access this website - you will regret not doing so.

I've just used gotogate again this time for 3 individual flights on the same airline. LHR-KWI. KWI-BAH. BAH-LHR. Always a bit wary of OTAs but again I'm proved wrong. Price was best via skyscanner search. Direct searching on gotogate.co.uk produced the same price as directly booking with the airline. I booked with gotogate.co.uk to save some money. Again I'm not disappointed.
The ticketing was instant as you would expect. And the ticketing immediately contained the airline booking ref which allowed me to then manage the booking with my FF program number passport etc. I also booked my fav seat at no additional cost.
Very happy with gotogate.co.uk as an OTR. I would use again. Seems all is well unless you might have a problem.

Date of experience: 31 January 2023

Booked a flight from Chiangmai to Singapore and it was a connecting flight.

First flight: 2UC8CS 13:05 - 14:25 had a delay big time and resulted me unable to catch on my second connecting flight - 47TJTX.

GoToGate's reply was they will help me get a refund and it's all just talk. They ignored me thereafter, replies to my emails were just as bad. All they claimed is the first flight's delay did not affect my second flight and hence no refund.

This is total bull$#*! And clearly a planned scam by GotoGate. Look it up alot more people are getting scammed by this Airline daily.

SEE SCREENSHOTS OF DELAY! How can someone be able to board the connecting flight with this kind of delay? Makes no sense.

Reference Code: LYQ9P1

Stole the refund from the airline company and deleted my booking from their website

In September 2022, soon after I got confirmation on Gotogate's website my refund from Thai Airways has been processed (for a booking reservation cancelled in March 2020 - almost 3 years ago), Gotogate deleted my Order Number from their website and I cannot track my claim anymore: "No matching order was found. Check your order information and try again."

See attached image from their website in September 2022 stating 'Refund processed by Thai Airways' and from January 2023 stating 'No matching order was found. Check your order information and try again.'

I've followed up on my last email in September after I got my refund confirmation and reply back was: "The booking number you have provided we are unable to retrieve your booking details."

Essentially, after almost 3 years of emails, calls, claims, etc, waiting for my money back, they took my refund (~800£) and told me my booking details don't exist.

Please consider next time you have the option to book with Gotogate.

My flights were cancelled in March 2020, Still no refund, no reply from customer service and no telephone number to contact them. Refund from the airline given to gotogate in June 2020. Still waiting for nearly £3000 refund. Absolutely awful customer service. I dont know why they think they can keep my money. Cannot find a phone number to ring!

Terrible experience, both the outbound and return flights were cancelled, bad customer experience and they refused to provide an adequate refund for a completely cancelled service. I was unable to fly to my destination despite ensuring that I did everything correctly and without error. Looking at their other ratings online, both on SiteJabber and TrustPilot, I should have never used them in the first place.

On the 26th of September, I booked a return flight from Geneva to Addis Ababa from Go to Gate. I've received an email from them informing me that the booking has changed with a link to change my tickets. The web link leads nowhere, and the contact number is non-existent. When I use the Ticket Code from the Airlines, it shows the option to change my booking, but the first flight goes only until my connection, Istambul. It means they haven't booked the whole flight I paid for. I've been trying to contact the company for days and sent them an email explaining what is happening, but the only response I get it's a phone number that doesn't exist. I've tried paying for a Platinum contact service to contact them quickly, but it seems like an extra scheme from this company. It looks hopeless trying to call them, and they don't provide effective customer service. It's four days before my flight, and it seems like they won't give me a solution until then, forcing me to book another ticket and change all the plans and appointments I have arranged previously. I strongly advise people never to use this company, it is a big fraud, and they make it impossible for you to have a solution on time even if you book the extra services.

They overcharged me by £500 then didnt even book the services that IO had paid for.
They then refused to refund me for what they hadnt paid for.
I shall be taking this up with my credit card company.
They also cut you off on the phone and their attitude is awful.
Avoid at all costs!

I bought a ticket in February, for Argentina to Israel, with two stops. A week after I had paid for it (Thousand of dollars) they cancelled one of the legs, since there I'm calling and emails then to re-book my ticket or get the refund, and it's IMPOSSIBLE! Because they wanted to keep my money, they stole me!

I had spent probably hundreds of dollars in calls, but they don't care.
The WORSE agency in the world.

I suggest you do not risk and buy with another agency that provides a good service and customer care!
A trip started when you planning it, but not with Go To Gate, HORRIBLE SERVICE!

I booked a flight through gotogate.co.za and they sent me a message that emirates cancel my flight and they applied for my refund from emirates its now over 3 months no refund no reply I am still waiting
Gotogate plz help

Update. Finally received Jetstar refund 21/08/2020, not sure if it is full amount, as the original fee for all flights didn't include a breakdown for each flight.
Qatar Airways refund has been authorised 20/02/2021, but not yet received. If it is the same as the Jetstar refund it will take three months from authorisation. Why?

Quick update to an earlier post. Tickets cancelled by BA in June 2020 were never refunded by Gotogate. Instead they kept me hanging with emails claiming they were waiting for BA to refund them first. In reality, I learnt from BA that they already refunded Gotogate in July.

Fortunately, I had booked via my credit card company, and they finally refunded the money owed to me now... 7.5 months after the original booking, and with still no satisfactory answer, let alone excuse from Gotogate. Never ever will book through them again.

I requested a refund on 19th march after my flights being cancelled due to covid. I was expecting the process to take sometime due to the situation and am willing to wait patiently to an extent.
1 month later I hadn't heard anything so called back on 20th April for an update, was told it was being processed, ok.
1 month later still not heard anything so call back on 20th May, and am told that in actual fact no refund has been requested from the airline because I have apparently accepted a voucher? Completely untrue and I have an email from back in march which clearly shows that I requested money back not a voucher. The exact same thing happened to a friend who I was travelling with, so this is clearly a tactic they employ in the hope that they either buy themselves extra time or you just give up all together. When they eventually request a refund from the airline, they tell me that they cant predict how long it will be as depends entirely on how long it takes the airline to refund them, but that once they get the money back from the airline they will send me it within a couple of weeks.
One week after this I receive an email from the airline to say they have refunded the agent, i. E. gotogate. I waited a couple of weeks and then rang gotogate for an update. They tell me they're still processing the refund.
Another 3 weeks later ive just rang back again and same answer They've had the money from the airline for over a month now. This is clearly another tactic to delay or hope people forget. How many times will I have to ring up? Understand the situation that the airline industry is going through, but have already had refunds back from other flights I had booked direct with the airline in a much more organised and timely manner. I have learnt my advice to never book through an agent again and would advise others to do the same.

I am owed over £2,500 since early April, i have just been informed by a very helpful customer services adviser to "just wait for a refund" it has been 3 months? How much longer do i have to wait. I then called Emirates and they have informed me no refund has been requested! Who is actually telling me the truth. Cannot got a decent response from Go to Gate no matter how hard i try. I am a NHS worker and the last few months have been bad enough, without having to keep fighting for a refund which i am entitled to...

We are 2 pensioners who have been ripped of by Gotogate.
Our return flights from Bangkok were cancelled firstly by gotogate who after lots of ignored correspondents eventually sent a conformation that this cancellation was correct and they would send us a full refund as soon as they received from Air China. We also received some emails from Air China with flight alterations an eventually conformation of cancellation, it also stated it had given Gotogate the go ahead to refund us, the conformation code was included. Its now been 6 weeks and having no refund contacted there customer service (customercare at support.uk.gotogate.com) This is their reply;
'With reference to your email we would like to inform you that refund is not possible airline has already declined your refund request as booking is no show hence refund is not possible. Kindly contact to airline directly if you have any other query regarding refund.
Kind regards,
Gambhir S, Customer Service Gotogate'
We did manage to purchase return flights with another company and got home on 8th March. These however cost us over twice as much as the refund that is due to us.

After completing all details and paying for all the additional fees (check in, sms, baggage, seat reservations, etc etc etc) i made the payment but it said there was an error and to contact them. They told me it was in the system and i had to wait 3 hours for confirmation. I asked if it was possible that after 3 hours the flights i booked would not be available, they confirmed my concern. Therefore they are selling flights and seats that they do not have. Still showing in basket but when clicking on remove button it will not remove. Waited 5 hours for confirmation but nothing sent - NEVER USE