GoToGate

We made a reservation to travel from US to Stockholm and made purchases for seats and baggage. Unfortunately, we had to cancel our trip due to some conflicts. This was done well within 24 hours.

The customer representative refunded us ticket fare and seat reservation fee but said that baggage fee is not refundable according to airline policy. And that we need to contact Iceland Air for it. So, we agreed to the refund amount (total - baggage - service fee) as we thought we will talk to the airline and sort that out.

When we called the airline, they said they do not see a receipt on their end for baggage and that we should contact Go To Gate. On our second call with Go To Gate, is when we realized that the baggage is being purchased from Go To Gate and is not refundable.

A service fee was charged to process the trip cancellation. Why is baggage fee ($228) not being refunded for a travel that was cancelled within 24 hrs? How is withholding this fee justifiable for a trip not taken? When we were making the reservation on the website, nowhere was it mentioned that the fee is nonrefundable under any circumstance.

Totally disappointed with our experience. We should have read the online reviews beforehand.

I wanted to reschedule my flight. First of all, I was not able to reschedule the flight myself online and I had to contact the customer support by chat. My original flight costs 612 euros and I could see online that the extra costs for rescheduling where total 233 euros for a date in July. In June it was about 119 euros extra. But suddenly, when I was chatting with the customer support of Gotogate, they told me that I had to pay 2394,92 euros extra to reschedule my flight to any other date this year. They told me that my service class (economy) was not available for the rest of the year. It's January 2025 now and I'm flexible in rescheduling my flight to any other month, but they told me that from now (January) to December 2025 there is no available seat in the economy class, so I had to pay minimum 2394,92 euros to reschedule. This information can't be true because I can book a new flight online in economy class for about 450 euros. So, Gotogate is a SCAM! Please never book your flight with this company!

Looked at several options and liked what I saw. Decided to book our flights on exactly what was put out on your website. HOWEVER when I filled out all the information and gave my OK to charge…….suddenly I was told due to high interest in a flight in 5 months I had to pay a extra surcharge on the flight. I booked it, not happy about this….then checked the prices again on my wife's computer AND you're still showing I can book the same trip for the original price! Is this legal?

If i could give zero stars I would. Beware if you're trip has multiple "legs" as if you make the first flight they say they do not need to buy the tickets for your next flights. They did this and when I complained they said it is the airline policy. I asked to see the policy and was told we can't show you it. Now we're out $1,000.

DO NOT USE BOOKING.COM PARTNER GO TO GATE TO BOOK YOUR FLIGHTSI am not surprised that they have terrible reviews because the incompetence and abhorrent customer service that I have experienced since I made this booking and more over the past 5 days and my flights are still not rescheduled 5 days from travel is flabbergasting! I have been charged extra for flight changes that weren't not made to my booking. When I enquired why the ch age I paid for were not made to my flight no one responded to this day I have not received a response! The staff are clueless on the escalation process and are unwilling to assist customers to resolve the issue. I have called and messaged them every single day about my flight changes, no contacts me to provide an update and no one has any helpful information to provide. I will never use Go To Gate EVER AGAIN!

Overall easy I'd give it 3.5 stars. I will return in the future,

Here's what could be improved:
There's flight protection at the start and end of the process. Would be helpful to see that all at once so you don't have to backtrack later.

The Visa service said "Mandatory" but seemed optional. Boo on "Mandatory" flags freaking people out to part with $150. Or, worse, if I actually did require that service (seems unlikely) opting out shouldn't have been a choice.

The baggage thing... I have a mid trip island hop from NZ to Melbourne. I didn't see an option to add my main bag. I'll be needing that.

I see no way to add my Global Entry info, but it has to be on all tickets to/from US or I cannot use it. This is a big deal to me.