Firstly, we've learnt our lesson and will always book directly with the airlines in future!
Probably like everyone else, we booked Emirates flights in Feburary 2020 to fly to Dubai on 8th April with GTG as they were considerably cheaper. Happy days.
Obviously the flights were cancelled due to Covid-19 and we took the option of keeping the flights open instead of choosing a refund.
Fast forward to mid June and we decided to rebook our flights with our travel voucher. This was where things went downhill (like everyone else):
Near impossible to get through to GTG on the phone (waiting times up to 2 hours) and also getting cut off mid conversation etc.
As our flights were with Emirates, we knew their open ticket policies for rebooking tickets, regardless if it was direct with Emirates OR through an agent. As long as the flights were rebooked BEFORE July 31st, no additional fees, fare difference etc should be paid.
During several frustrating calls with GTG, we were told we would have to pay £1000 (one thousand!) extra to rebook the flights scheduled in August. Each phone call would result in us being told varying extra costs and/or taxes would need to be paid - each time we questioned why and we were told the extra charges were coming from the airline (Emirates) not GoToGate!
We made several calls to Emirates to see if this was false information & of course we were informed by Emirates that they do NOT charge any extra fees to either agents or direct customers.
Another excuse GTG gave was that we would have to pay a re-routing fee, as the new flights would be departing from London Heathrow, whereas our original flights were departing from London Gatwick. The change in origin departure was not our choice - it's the fact that currently Emirates are only flying from Heathrow.
Again, we contacted Emirates to confirm that we shouldn't be paying for this fee & again we got the confirmation.
Simple fact was that GTG were telling us false information regarding Emirates' policies. The problem we then faced was as much as Emirates were being very helpful, they would not contact GTG directly to inform them of their false policies. In turn GTG were telling us that we would have to get Emirates to contact them to validate the correct policy for our booking so we wouldn't have to pay the random extra fees (to be clear, everytime we called GTG, the quoted fees were different EVERY time!)
Upon further investigation with Emirates who were able to see the orginal booking on their system, we were informed that the tickets were actually issued by Global Travel Network in New Zealand.

HERE'S THE ADVICE (well done for reading this far!):

It is likely the airline tickets you have purchased from GTG are actually issued by another agency! When we confronted GTG, they admitted that there is an "agent desk" that is a middle man between them and Emirates when communicating. Of course this "agent desk" was Global Travel Network.
We phoned the agency in New Zealand (£53 call for 15 minutes) and they were very helpful. After explaining the situation, they kept us in the loop via email and had contacted Emirates who in turn confirmed in writing the correct policies. (N. B. Emirates were now willing to do this as they were now communicating with an agent, not a customer).
Global Travel Network then confirmed that they would send this the GTG on our behalf.
Lo and behold we received an email the following morning from GTG saying we could rebook our tickets with no additional fees as they had been informed of the "updated" policies. Win!

Anyway, we confirmed we wanted the new flights and begrudgingly paid the £30 handling fee, but by this point we just wanted it done. We recieved a confirmation email but... we still haven't recieved the tickets! We can't even log onto the GTG website using the booking / order numbers - it states it does not match their records.
When logging onto the Emirates site, it recognises the new flights, but states that the agents still have to issue the tickets.

So, you guessed it - we have been on the phone constantly over the past 4 days to GTG, waiting hours, getting cut off, passed from department to department and always being told the tickets will be issued within 2 hours... and we have nothing.
The most recent call today I got a supervisor to email me stating that the company promises to issue the tickets within 24 hours else we are free to get a full refund.

I'm not going bother crossing any fingers.

Moral of this essay review - just book direct with an airline... but if you are in a similar situation, thoroughly check your booking(s) and see if it states a different agent to GTG that issued the tickets - it could help you (slightly)

We are a couple living in Tel Aviv trying to book tickets for my parents in Mexico to come to our wedding in August. We were searching for the best fares for a flight from Mexico to Tel Aviv Through googles new search engine for flight fares for more than two weeks and when the price finally went down to what we could afford we booked it with this so called company because we trusted them. They sent us confirmation emails of the booking and less than 10 hours later all we get is an sms and email telling us that our booking got cancelled and we will be refunded because of an error they had with THEIR system and instead of fixing the issue they told us to call directly to the airline when even they mentioned ONCE AGAIN in the email it was THEIR systems error and it reads as follows:
Dear Sir/Madam,
Due to technical problems we have not been able to confirm your booking in a correct way. We are sorry about this that we are not able to complete your reservation. We recommend you to contact the airline directly to book this journey.

Your booking is now cancelled due to this technical error and we are going to refund the full amount to you.
If you have paid with creditcard the money will be refunded automatically.
If you have paid through your bank please answer this email with your clearing number, account number and the name of the account holder.

We are sorry for the inconvenience this may cause you.

Kind regards,
Sapna T
Gotogate

First of all, they never consulted us before canceling and the worst of all they didnt even call us to offer any sort of solution. Leaving us to spend more money on international phone calls in order to reach them in order to settle the issue ourselves. After talking to a many useless and rude/deaf representatives who had no other phrases to offer but "Im sorry I cant do anything" "call the airline" or "we fixed it, you will get a refund" in spite of us repeatedly saying we do not want a refund and that we wanted the flight rebooked for the price we payed for of 2,340 USD instead of the now escalated price of 2,930 USD which is precisely 590 dollars more, might be easy for them to say but not for us. We asked to speak to a supervisor who once again did nothing and told us to file a complaint instead of handling the issue himself. We also called Iberia and spent more money on international phone calls of course, and they confirmed the eticket number Gotogate provided us in emails and confirmed also the cancelation was done on your behalf. We also have been writing them through their official facebook page which has nothing but bad reviews (if we only knew), someone wrote back to us and said they would be glad to help, they called us and once again fed us the same useless lines as before and all they did was tell us within 24hours we would get a call back from another department, up to date it has been more than 48 hours and no call back has been made nor reply through the complaint we wrote to their website. So now here we are on the losing side of course, sending complaints trying to settle the only flight we needed which is now far more expensive and what is worse we got a horrible experience during a time in our lives that should have been anything but unpleasant. Unfortunately many people fall for Gotogate because on sky scanner and many other platforms they offer the lowest prices but now we know they are only scams and the reviews on facebook and many other source confirm it, they are not only the first company that is forcing us to buy new tickets at an insane escalated price because of a technical error they had but are also the worst experience we ever had in customer service, we will never recommend them to anybody, instead we will do exactly the opposite through social media and any means we can. We can only hope now now they will take responsibility for their horrible service and system issues and respect the price and flight we payed for.

Having booked a return flight for a client from the Caribbean to the UK - the client needed to stay longer than initially planned. From the airport four hours prior to departure I called the agent and attempted to rebook the flight. First off the clerk I first spoke to quotes me an amendment charge of £300 which I was willing to pay, as I started talking the call was cut off. I immediately called back and speaking to another clerk was quoted amendment charge of £176 I questioned the change in charge and began reading out my c. C details when the call was cut off again.

Perplexed I called back again and was told I couldn't amend the ticket because the cut off time for flight changes had passed, arguing the point I was passed to a supervisor who then gave me some $#*! and bull story about the ticket having been cancelled by the airline. As I was at the airport it was easy enough for me to check this information which the airline West Jet assured me was untrue. And so I called back the agent and was horrified to be told that the cut off time had passed the ticket was now null and void.

On arriving home I took up calling to speak to someone in management concerning the issue and after being pushed from pillar to post and supervisor to supervisor for three days was called by a supposed manager who assured me of a refund (in return flight) due to the mishandling of enquiry by their staff. I asked for confirmation via email.

That same Saturday afternoon I called back to explain that no email confirming ticket refund had been received and was told to check my spam that the email had been sent out. I called back Sunday morning to ask again why I could see no confirmation email and was told by a rather rude agent that he could see the email had definitely been sent, I obviously didn't know what to look for. I politely asked him to resend the email to which he said okay ma'am.

I waited three full working days to see whether or not this 'confirmation email' would mysteriously materialize. Calling GoToGate back this morning 15th of October (two weeks after flight date) to be told I would not be receiving a refund because the airline would not give a refund.

The airline West Jet assured me on September 30th that as according to my booking reference details that the ticket stock was not theirs but GoToGates responsibility. And so I am left here stressed out and at my wits end in not knowing what to do

These people based in India are taking people for idiots there policies change from clerk to clerk and they practice to deceive something needs to done by law because ultimately this business is not complying to the regulator