GoToGateReviews 2,503

Worst ever customer service. Even disconnected the call on me since they found out the issue is on GotoGate side and refused to accept the error. And in a tactic just disconnected the call saying "This call is going no where". Infact the agent also insulted me saying "Am I kidding". I want to make sure no one else has this plight by making a booking through these guys. Be aware. While I made the booking it clearly states the baggage allowance that I am entitled to and in the back end GotoGate has booked a different fare type with a lower baggage allowance and the passenger needs to be pay the price for it. They refused to accept their error and just disconnected the call.

Avoid using this company at all cost. They will give you the run around on a legitimate need for a refund and then close out your refund request after you have jumped through all of their hoops. I do not believe they are an upstanding nor legitimate company. Customer service is very poor. Run from this one...

I claimed refund for my flight to Egypt because of the war in Palestine and 2 death tourists from Israel and bombs on the territory of Egypt. After that on the website of Ministry of Forein Affairs appeared information to not travel there if it's not necessary. The called the airlines and Gotogate and both confirmed that I have right to do it because of circumstances. But I have been waiting already 3 months! I contacted them 3 times and the last time I should be the final one as I was promised by agent as he said after 1 week they have inner rule that have to provide answer and guess what? The lady on the phone was surprised and she said that I have to wait „a bit longer" were talking about 3 months. When I asked when I will receive answer they can't provide such information as they don't know. Gotogate and Eagean are the worst and try to avoid those companies as much as you can!

Honestly, I don't even know why this travel company is still allowed to operate, they are the most pathetic travel company I have ever seen. In December they cancelled my flight without telling me, I got to the airport with all my luggage when I checked in the airline couldn't find my ticket in the system, I then called Go To Get, to check what had happened, it only then they told me that they cancelled my return ticket, and I ask them why they didn't tell me and then lied they said they tried to call me on my mobile number but they could find me. I asked them why they sent me an email since we were communicating via email before. The lady I spoke with on the phone her name is Vincy Brown the one who cancelled my flight ticket, she didn't even apologize about it. She told me to buy another ticket, because my refund will take 15 to 20 days, mind I didn't even have money to purchase another ticket. I was left stranded in a foreign country I had to sleep at the Airport for 2 nights without food.
Until today they haven't refunded me my money and this Vincy Brown woman doesn't reply to my emails any more when I ask her about my refund. It is not even easy to communicate with them.

I will never use their services anymore and I will make sure that anyone I know will never use them. They don't respect customers at all

I was directed to Go To Gate from one of the bigger booking agencies (I cannot remember if it as Expedia or Rome2Rio) - entered my info and paid for 2 tickets - web site showed 100% refund if cancelled within 24 hours. Well, I realized within a few minutes that what I booked was a one way ticket not round trip. Tried to cancel and was charged a $45/ticket HANDLING fee. Called and talked to them and they would not budge on the issue - just kept saying "you agreed to the service fee when you bought the tickets!" I told the agent he better look for another job because this company will go out of business if that is the way they abuse their customers. I wish I had thought to check reviews before booking with them in the first place. Avoid at all costs!

Gotogate failed to confirm my flight despite booking three weeks in advance and I received an email the night before that the flight was not confirmed. I then booked a flight directly with the same airline. Gotogate refuses to refund the original ticket price for having performed no service at all.

I am so so disappointed with gotogate after I booked tickets for me and my wife, with kids.
I was left stranded at the airport, after gotogate claiming they booked my tickets with lift airline.
I had to to buy new tickets from my pocket with another airline after lofts air line said they didn't get any bookings for me,.
Even their call centre told me to buy myself another tickets, some even dropped the phone for me.
Disappointing

My flight was cancelled by the airline. I requested a refund from GoToGate and received a stating that GoToGate requested the airline to refund me, and I will receive it as soon as the airline transfers that refund to GoToGate. GoToGate's website shows the refund status as "waiting for the airline to issue a refund."
I contacted the airline directly and got confirmation that the flight had been refunded and the funds had been transferred to the booking agency.
Nevertheless, GoToGate's website keeps showing the status as "waiting." I tried to call GoToGate customer service and waited in a queue for 3 hours for the agent to answer. When it was my turn, the call was disconnected.

The customer service was horrible but kost importantly, as Gotogate is not an authorized partner of the flight companies (in our case Ryanair), it caused a HUGE problem regarding the check-in, ruining our last day of holidays and alkost leaving us without a way to come home. Won't use the same retailer ever again, highly suggesting you to stay away.

They scam clients by saying no details can be changed, even if you call in 1 minute after submission, they tell you the whole ticket is cancelled. I even got on the phone with the airline, and they were willing to help me out but in the end it relied on Gotogate making the changes on their end. Even though they had all the information, and had the airline company assisting, they decided not to do anything and just let the flight ticket get cancelled.

I will be filing a charge back on this pathetic excuse of a company

Na een eerste slechte ervaring en weinig vertrouwen in de beloofde afspraken, is er toch contact geweest en hoop op een goede afloop

Utterly Disappointed: Avoid GoToGate at All Costs!

I regret to say that my recent encounter with GoToGate has left me seething with frustration and disappointment. I purchased flight tickets through their platform, intending to include our newborn baby in the booking. Shockingly, their ineptitude and lack of communication with the airline prevented them from making this seemingly straightforward adjustment. Unbelievable!

When I attempted to rectify this, their customer service proved to be an absolute nightmare. Not only did they fail to assist in adding our baby to the booking, but their refusal to provide a full refund was the final straw. It's appalling that a company supposedly facilitating travel couldn't manage such a simple request and then had the audacity to deny a reasonable refund.

Communication? Non-existent. Support? Abysmal. Transparency? Completely lacking. GoToGate's disregard for customer needs is utterly appalling. What's worse is their attempt to swindle customers with additional charges when alterations are necessary. It's beyond comprehension how a company can operate with such disregard for customer satisfaction.

Save yourself the anguish and avoid GoToGate. The allure of cheaper prices quickly fades away when you're confronted with their incompetence and their readiness to exploit customers. My experience has been a cautionary tale, and I implore anyone considering their services to steer clear and opt for a more reputable and customer-centric alternative. GoToGate, you've not only lost a customer but also tarnished any semblance of trust in your brand. Shame on you!

T 's been already 2 years since 17/03/2022 that I can't get my money back for cancelled flight. Or any answer from gotogate support service since 19/05/2023.
The company doesn't provide any options or alternatives to give my money back. They ignore all my emails for months!
My order number LGZDSA and I want my refund.

Can't even cancel and they charge $45 just for service. I wouldn't recommend gotogate. Their customer service is also very bad.

DO NOT BOOK
Do not book with this scammers had the worst experience ever they stole 2000$ from me. I Wish I could give them 0 star. SCAMMERS

The cost of checked luggage is 3 times more than what is on the Westject website.
Also, they said a personal item (with a picture of a handbag) and a handbag (with a picture of carry-on luggage) are included in the ticket while it is only your backpack. Very confusing!

Negative star if I can rate. Never buy ticket from this agency, scammer! Scammed your money to pay in full and not paying to the airline. When I purchased the ticket from them and end up got cancelled by the airline, and no notification no nothing upon check in. Called 3 times and they said they can't send me a prove of payment they pay to airline

The customer service is so bad, do not try to contact them or have a manager call you because it is the biggest waste of time you have in your life. Very shady company.

I have had the same experience you have all described here. Booked a flight via booking.com, 2 days before departing, they cancel my reservation WZDEDD and LLRQIY. I think it's their modus operandi, they charge the fee, cancel the flight, blame the airline and keep the money.
Now they blame the airline, ITA airways that has many times told me, the travel agency is responsible for this.
Booking.com does not take any responsibility for it and Gotogate is not doing anything either, they just pretend to be working on it (after 1 month, refund should be in 7 days).
If anyone knows where to submit a report to get a refund, please share the info here. I am based in Spain, I have written to OCU and *******@consumo.gob.es - Thank you!
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Updating status 12/19
I have filed several complaints using many platforms I finally got an answer from Gotogate and it seems like they have already processed the refund (see last photo attached).
https://www.bbb.org/ (better business bureau in the US)
ocu.org (based in Spain) - they actually said they are processing my refund, so this worked!