GoToGate

I booked a $750 flight only to get an email stating it did not go through and to try again, I tried again and got the same email, only to check my account and find $1500 gone and it now being at an almost zero balance.

After calling my bank they have said this is fine and the money will get released back to me in 10 days unless I can get Gotogate to email them stating that I did not get my flights and that they are permitted to release my funds straight away (which then cuts the 10 day timeframe down to four hours).

After AT LEAST a dozen calls and emails to Gotogate they still refuse to do this saying they never got any money so is not their problem, which I appreciate they didn't get the money, the bank even admit that the company does not have the money, but as mentioned, the bank refuse to give it back until they get authorisation 'just in case I am fibbing and I did get my flights' which I accept as being good practice from the bank.

Unfortunately Gotogate have thrown their hands up and said tough s**t, your problem, we are not sending an email with your requirements to the provided bank email address simply stating that I did not get flights and to release any funds they may be holding on their behalf. So now I am stuck in a foreign country with zero funds and zero flights and am forced to wait here 10 days until I can get any money to book the flight that was within my budget given I had not been charged twice and given nothing. I have even gone to the point of begging them just for the sake of me being a person stuck in a foreign land needing help, but I am just stonewalled each time to the point of sitting on the street and writing this review.

I booked airline tickets with GoToGate.com in March 2021. GoToGate notified me the airlines changed my flight in June 2021 and I accepted the change. In July 2021 GoToGate notified me the airlines had cancelled my entire itinerary. I requested a full refund and they told me the airlines would only give me a voucher. I live in Montana and have no use for a voucher on Carribean Air or Winair. In addition, what airlines cancels a flight and doesn't give a full refund? I had NOTHING to do with the cancellation. GoToGate finally responded in September 2021 they would look into a refund, then crickets. I then received a text message a few days ago my flight was departing in 24 hours. I was like, what? I had already made other travel plans as my flight was CANCELLED! I called GoToGate and they confirmed my flight was indeed cancelled, but they could not process a refund because the airlines had not indicated a refund was due in the "remarks" of her computer screen. She told me I had to call the airlines directly to request a refund. I made her stay on the line and we called the airlines together. At this point I had been on the phone with GoToGate for an hour and was talking to my 3rd CSR. The airlines CSR agreed to a refund within 2 minutes and sent me an email confirmation. GoToGate then told me in order to process the refund I needed to go to their website, request correspondence with their refund department and I would receive an email allowing me to copy screen shots of the refund email from the airlines so GoToGate could then process the refund. Pissed off, I complied and now have been waiting 4 days for them to respond to my request. This site is a fraud and will steal your money. They owe me $841 and without calling the Queen of England (GoToGate is a UK company), I'm pretty sure I will never see that money again.

I checked and booked my flight via Skyscanner with one of their advertised agents called Go To Gate (part of ETraveli). Flight booked was for 22nd May 2020 Sydney - Vancouver - Calgary and return on 13 June Calgary - Vancouver - Sydney with Air Canada. Next day in the morning I found out that my return flight needs to be from Whitehorse instead of Calgary, so the return flight should be 13 June Whitehorse - Vancouver - Sydney. I called Go To Gate and they requested to pay AUD $464.00 more. New flight Whitehorse - Vancouver is AUD $203.00. I requested to cancel my flight as I was within 24 hours of booking in order for me to rebook the flight from Whitehorse. Go To Gate refused to cancel my ticket. I called Air Canada to confirm free cancellation. Airline confirmed my right and advised me to request travel agent to cancel my flight. I called GO TO GATE, however the travel agent REFUSED TO proceed with free cancellation, saying 'its almost 24 hours'. I called Air Canada for the second time and the airline confirmed again that Go To Gate has to cancel it. I called for the third time Go TO GATE, but they refused. This isn't acceptable and Skyscanner and Air Canada should not be selling tickets via travel agents who refuse to obey the customer rights!

I booked two flights from GOTOGATE website
The first one from Sydney to Ho Chi Minh city, and the second one from Ho Chi Minh city to Copenhagen.
I bought additional service of "Cancelable" due to Covid-19 pandemic and this option is available up to 2 hours before departing time at 2h50 pm. The came Sydney 3 hour earlier to take a PCR test before this departing time and talked with the flight attendant. She said my flight was canceled because I was not able to transit in Bangkok as my flight included two different airlines Thai Airline and Vietnam airline). Thailand only allowed transit for Thai Airline. I tried to contact the GOTOGATE hot line to cancel this booking with the hope that I could get the refund but this hotline is a "fake" one as it is unable to call.
Then I tried to cancel via email by filling the information in Cancellation Section by Email. There was no response after 48 hours except for an automatic confirmation of my cancellation request. Finally, a member from GOTOGATE replied that my booking is not refundable because of "according to the rules set out by the airline it is not possible to get a refund of your booking in case of cancellation".
I wondered why they took the additional money for the "Cancelation" option and response that this flight is not a cancellation. I felt like they were cheating their costumer.
As I could not go to Vietnam, I can't depart for the next trip from Ho Chi Minh to Copenhagen, so I also cancel this trip, but they also give me the same reason for not refunding.

I paid $200 extra for a flexible ticket and bought the travel insurance gotogate.com sells (through a 3rd party company called both xcover.com and cover genius. It was another $90 for trip insurance. I thought both of these would cover me... but they don't. I called gotogate as soon as I learned that my daughter's university had cancelled their study abroad program in Florence. After a very frustrating conversation with their customer service I was told by the first person I spoke to that the flexible ticket was only good for tickets before last spring (months before I purchased the ticket - so they sold me an already expired service). Interestingly, a few days later the 2nd person told me a different story. They both told me the trip insurance wasn't through them and I'd need to contact the other company and file a claim. I did, but have not heard back from the insurance company in several days. Now we are two days out from the date of the flight and Gotogate refuses to help resolve the issue. I'm out more than $1400, and the worst part of all of this was how absolutely awful the customer service representatives both were. They talked in circles, talked over me again and again, interrupted me, and were generally rude as they stuck to a script and didn't listen. They were also condescending and told me "you aren't ready to understand". I'm not saying they were rude just because they didn't help me resolve the issue. I called United and Lufthansa directly, and they were unable to help either but both companies had courteous customer service reps who didn't speak over me or interrupt. Gotogate is JUST AWFUL and soooo shady. I will write to United, Lufthansa, and the Better Business Bureau to report my experience with Gotogate.com and express my opinion that they should not work with gotogate.com any longer. I'm also going to take the time to write reviews of this company in as many online sites as I can find. I hope this review helps someone else not lose a lot of money.

Although I must start by admitting when buying the tickets from GotoGate I miss typed in passenger details (middle name where surname should be). Having said this I do not feel that the following responses/experience I had to deal with from Gotogate was acceptable:
- Over 40 minutes waiting on the phone line to speak to someone before giving up
- Email was responded to within 24 hours to explain my ticket must be cancelled and there will be no refund
- I was dishonestly informed by GoToGate that it was the airlines who would not allow the tickets to be changed. This was dishonest because I spoke to both KLM and Flybe (the airlines) directly who both informed me that they could happily change the names but it must go through the travel agent with which it was booked aka GoToGate.
- I was called by GoToGate's centre to ask if I should cancel the flight at 4.00am, which is extremely inconsiderate. I understand GoToGate has people working 24/7 but they should really check if someone is likely to be asleep or not The incompetence shown by Gotogate is simply outstanding.
- My colleagues needed to fly over as it was an extremely important meeting we had arranged and we no other method of resolving the issue than cancelling the flight and buying a new ticket for double the original price.
- Following the cancelation I received an even more worrying display of incompetence by receiving an email for a gentleman I do not know to tell him Gotogate have cancelled his flight from Moscow to Stockholm. This was the most shocking part of the whole ordeal (his name and surname was the same as on my cancelled ticket from Amsterdam - Manchester)

It really was an expensive, painful and shocking ordeal for what should be such a simple transaction.

If you are wise you will pay the extra few pounds, euros or dollars and buy direct through the airline to avoid the stuff of nightmares that is Gotogate.

Gotogate is a brand under the Etraveli Group, based in Sweden. Online customer feedback in their thousands demonstrate that this company's customer service is extremely poor and unresponsive, and they regularly withhold customer refunds as standard business practice amongst many other things.

You can complain to the CEO of Etraveli Group via email address: mathias dot Hedlund at etraveli dot com, the CFO is: henrik dot wetterdal at etraveli dot com, Head of sales is: andreas dot marquardt at etraveli dot com. You can also complain to the company owners at: gmartinlof at cvc dot com.

You can also complain to the Swedish Government agencies about this company, who are well aware of them, at: Annika dot stenberg at bolagsverket dot se, also: konsumentverket at konsumentverket dot se, and: Marcus dot Isgren at arn dot se. The Swedish Government Minister for Business can be reached at: Ibrahim dot Baylan at regeringskansliet dot se.

Unfortunately I have bought a flexi ticket London to Madrid with your agency. I got in touch with Gotogate two keeks algo. The assistant was complete clueless and unprofessional. I have request clearly to rescheduled my ticket to Bilbao( conversation is recording for SECURITY and training purposes) he never advised me that I can not exchange my ticket to a different destination, he either did not care or just was interested in his commission only. I have to make sure asking him when I was going to receive email confirmation, as he did not confirm nothing, his name was NELSON, I strongly advise to remove this so called professional from your travel company as he is a disgrace like your company is. I have paid £29 for the trip different, to find out In your policy I could not change destination. I've been in the phone for days and hours, and they told me he booked to Madrid, not to Bilbao. You said you understand my frustration! No you don't. 2 weeks already pass by and still I am waiting for my refund. Many adviser told me my refund is on the way, lying in my face I have talk to more advisers whom hanged up the phone on me. Also I wanted to finally reschedule my flexi ticket( which I paid fairly for it) though they want to charge me more money, explaining me that they have to charge for the difference on the new trip, knowing that a new trip cost same as the original one. As far as I can see you are an Scam company with the only intention to steal money from people. Saying that, knowing that I've lost my money. I am gonna make sure posting that incident in social media and also acknowledging many people to not book services with people without principles and full of bull$#*! like you! YOU SHOULD BE ASHAMED OF YOURSELVES