GoToGate

We bought the round trip flight tickets for five people from Hong Kong to Casablanca with Gotogate on 22 Dec., 2018. We will set off received an email from Gotogate dated 12 May 2019 saying that "there is flights changes, if the new schedule is not suitable for you a full refund of the ticket is also possible (less credit card or internet bank fee)." We were informed to reply to their email within two days. Therefore I made the request to cancel the booking on 13 May 2019.

Since we got no reply, I sent the email to ask for them but in vain. I called the customer service twice, their staff told me they would transfer my call to another person, then my phone got cut off.

Then we received their another email saying that my original flights are again operating with the minor time change. But we have purchased the round trip flight tickets with other airline. We will set off on 15 June 2019. We sent them emails many times. They ignored our messages. Up till now we haven't yet received their response. We can't get our refund.

Our Booking number: TKPTYY
Our Order number: KSK4E6

Thanks and regards,
Corrina

We are very disappointed to have booked AIRASIA through GOTOGATE. NONE of them has resolved and refunded our 3 canceled tickets by FORCE MAJEURE due to CORONAVIRUS PANDEMIC. None of them has answered our emails or has sent any solutions.
We are left with 3 tickets from Bali to Tokyo since MARCH 2020 when AIRASIA canceled all flights from Indonesia.
Already 5 months and no support so far!
I hope through this communication they will respond and refund the full tickets as we have heard other responsible airlines and airline agencies have done with their clients.
We have the case numbers notified by AIRASIA on March 21 2020 for the cancellation of our Booking. If anyone knows what we can do to solve this issue please let us know.

I booked the ticket in the morning and the price drops down at night. I called the agency and the airline, no refund.

Here is the policy for US passengers: https://www.going.com/guides/refund-for-fare-drop

If the fare drops within 24 hours of booking…
For all flights into or out of the United States, airlines are required to abide by what's known as the "24-hour rule" in the industry.

Under this US Department of Transportation policy, airlines must allow you to cancel or change the ticket within 24 hours of purchase without any fees (alternatively, they can allow you to lock in the price for 24 hours at no charge, but most opt for the 24-hour cancellation or both). The rule applies to any flight that originates or lands in the United States, is booked directly with the airline, and was booked at least a week in advance of departure.

In other words, if you discover a lower fare and you're within 24 hours of booking the first ticket:

Double-check that you're within the 24-hour window
Book the new flight immediately to make sure you get that lower fare
Cancel the original (higher-priced) ticket
Just make sure you book the new ticket before you cancel the old one. That way you won't be left with no ticket at all if the price rises again.

Note that some online travel agencies (OTAs) have their own version of the 24-hour rule; we've outlined the details of each in our article about the 24-hour rule, but be warned that these rules often come with a bunch of caveats. Read carefully.

No they are really bad. Sold us flights that were not even listed on the airlines website and then said that they could not do anything when they were cancelled. The lfights never existed! Apparently this is a common practice of this site which is part of a larger group Etraveli. Please beware they also represent Seat 24, travelstart, supersaver and flygresor.se... simply do not use any of these sites. They are not responsible for anything except scamming your hard earned cash. If you have had any issues then email their Chief Ex Mathias Hedlund at *******@etraveli.com These guys are the gbiggest bunch of crooks going... stay away.

This was the worst experience I have ever had with my flight booking. They sold me the wrong ticket (return flight from Melbourne-Delhi) which had transit through Singapore. During that time, no one could transit through Singapore because of COVID. They sold me that ticket and I was left stranded at the airport because the airline refused to take me on board. I called GotoGate so many times and they did nothing about it. I had to book another ticket on the spot at the airport, which cost me a lot of money. No only this, they said they cant do anything about the return flight too (which also had transit through Singapore). Therefore, I had to book another return flight as well, on short notice.

One of my connecting airline was willing to give me a refund. Go To Gate said that they will process the refund once my journey is completely (back to Melbourne). Its been 6 months and I am still waiting on my refund. Every time I call Go To Gate, they keep transferring my call to different agents and none of them solve the issue. Then suddenly the call disconnects. On top of all this, they are charging me extra fees ("Handling fees- Rs 2500") from the refund that I will receive from the airline. Which is totally unfair. I already wasted so much of my money. NEVER NEVER NEVER book from this website please!

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!
---
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!

Cancelled a flight in June and still have not received my refund. R******* down the drain.

They are 100% a scam

Emirates claim they made a refund to GOTOGATE. Gotogate deny this.

Absolute scammers

I booked a flight through them. The airline changed one of my flights, and I called to ask if I could get a refund for the full package. Scandinavian Airlines agreed, and said they'd be happy to offer me a refund. Gotogate claimed they'd "investigate offering a refund with the airline on my behalf". Two days later, they said that the airline had refused. I called the airline again and confirmed that I was eligible for a refund before calling Gotogate. They ran me between four different Indian call centers, and then refused to give me any information as to why they were refusing to refund me then hung up. They claimed that "according to the airlines rules" they couldn't offer me a refund, but refused to explain what those rules were, and refused to get on a conference call with a representative of the airline who had offered to help me (thanks SAS).

Since I'm bored most days and spiteful, I have submitted a formal Consumer Complaint Affidavit with Miami-Dade County where they're incorporated, and am having Chase Bank deal with them via chargebacks. If you've made the unfortunate choice of doing business with them, I wish you well and will commiserate with you.

I purchased a plane ticket through GotoGate with travel insurance. Unfortunately, my travel companion had a medical emergency and was unable to travel. I had to cancel my trip. I attempted to contact GotoGate from the moment I found out. I was offered to move my trip. After attempting several dates, they said I would receive a refund instead. I asked for a follow-up via email but was not sent a follow-up. I called again the next week to confirm my refund status but was told the other agent "lied" to me and that I was not eligible for a refund and would not be receiving one. I have called and emailed several times since then asking to speak to a supervisor but have not been contacted. Every time I call in over the past couple of months I am told I will be called back and they refuse to transfer me to a supervisor. I was finally called last week but it was during a time I was unavailable. I attempted to call in since then and have been told once again I will be receiving a callback. This company is not offering the service I paid for, is not offering any help, and is refusing to acknowledge that their employee LIED to me to get me off the phone. They are not truthful and should not be trusted. I need a refund since I did not receive the services.

I used these for the first time as they were selling the cheapest flights to Osaka. Downloading their app and inputing my passport details it assured me it would auto checkin.

Now I don't believe GotoGate were at full fault here I believe it has to do with the awful Air China website. To summarise the auto check in did not work as GotoGate and air china's site was not communicating with one another correctly and was advised by air china to prompt someone from G2G to push the passport details through again. We spoke to a couple of very rude G2G staff who even munched on crips loudly while on phone but I got hold of one lady whom I had to be quite firm with who actioned this. This then allowed me to mostly check in online however had to ring back for them to do same with my partners. Air china site then had an error where I couldn't choose my seat.
We ended up checking in at the airport. Our passport details had not been entered fully correctly but lady sorted this for us.

I would only use gotogate if I really really had to If you can it's always best to do so via the airline itself. I would never use Air China again.

The most abominable company to exist. DO NOT BUY ANYTHING FROM THEM. I bought tickets in April for my girlfriend and I to travel to Portugal in October 2021. Three days later, they canceled the flight and I have not seen the money since. I have made phone call after phone call, waited hours for each call, finally reach a human and they are crazy CRAZY rude, and then tell you to email the company… I have never been contacted and I KEEP reaching out via phone… which takes hours to get a hold of someone, only to send you back in circles. And still ZERO MONEY BACK.

Sorry I am so efffing upset.

This company is part of Flight Network, Etraveli AB (publ), and eventually Booking.com holdings. It's a shell SCAM company which basically have ZERO interest in customer service. I booked flight and it's STILL PENDING TRANSACTION AFTER 12 HOURS. Hahah what a Joke and a SCAM. Once they confirm close to 24 hours (which By Law I can do without fees with direct flights, but I am sure these guys will be charging some sort of fees) I am going to have to ride this out I guess. Not going to be booking again!

Hi,
I have bought my tickets back in Feb 2020 for a flight on 4th of April by Turkish Airline, due to the COVID-19 the airline cancelled the flights and contacted us directly that it was cancelled and told us the money WAS REFUNDED to the agent i. E. GoToGate. This means the airline no longer keep my money and fully refunded it to the agent. Since 16th of March my FULL REFUND has been kept by this company and they do not answer my emails nor my calls! I can imagine if they have difficulty getting the money from airlines BUT my case is a CLEAR/CLEAN case and still no news!
It is disappointing to see companies like these can get away with people's money is such a times. It is so disappointing and frustrating. They have not been honest to people.
I would like to see if someone from the company has the understanding and conscious to respond to us.

We booked with BahamasAir. Airline changed departure of our flight, which wouldn't work with our travel plans. Contacted BahamasAir who told me exactly what had to happen to get my refund. Contacted Go To Gate, forwarded the information from BahamasAir to them, & Go To Gate REFUSED to give me my refund!

This company is beyond awful! Their website has hidden information that screws you in the end. They do not post their cancelation policy without you having to dig through terms and conditions for it anf even when you go to support it doesn't give that information listed in the cancelation section. To cancel is a joke, they can't even do their job as a 3rd party to find important information about the original airline. So they make you do their job for you and contact them through some sketchy Facebook messenger. Then when you actually get to call someone they are not in the US, as stated online, and you have to strictly talk to a call center that knows nothing to truly help you. You then have to request to talk to a supervisor of the actual Go To Gate Company and they don't even have a time frame of when you will even get a call back! Could be 24 hours, 3 days, or even weeks! This is a joke and should be posted everywhere as a SCAM! I will be disputing this with my credit card company.