GoToGateReviews 2,502

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.

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 booked a flight online. Their website is designed in a way that intentionally there is no way to cancel the ticket online. I called and was on hold for more than one hour. I send emails and there was no response in days. Their procedures are fraud so they can keep the booking charge with no cancellation money back. I requested dispute through my credit card company.

I booked a flexi ticket that was supposed to allow me to change my booking free of any additional charges. Condition is to call to re-schedule. Only that of the three phone numbers I received, none was connected. I've recorded the message, so I can now engage consumer protection to try to get my money back.
Never use this agency!

This company has stolen money. Refunds were given to them by airlines but they never pass it on to customers, some who have waited over 2 years. Some have received refunds after threats of legal action and some with help from credit card companies. I have not been given refund after the airline cancelled my flights and gave them the refund and I have not received my money yet. They do not answer calls, most times the phone does not work. Check out Facebook and search for GOTOGATE and there you will see wha many are saying. You ALL have been WARNED. I have contacted SKYSCANNER and Google regarding them and to stop promoting this company, else they will be held liable also.

Jay

Scam! Not to buy from them, change the flight unannounced and then charge a second time, Who want to cancel don't answer the phone and by email for more than a month don't answer also waiting on the line for a few hours!
And finally won't refund the money even after we had to buy new tickets from another company and And we announced a cancellation a month ago.

I summarize (booking reference LGAIVU)

The company, Gotogate/Oy SRG Finland AB, Corp. ID no. *******-7, VAT no. FI*******7
He sold me a ticket: Barcelona-milan-tel aviv-phuket

This ticket should never have been sold, since it is not possible to transit in Israel due to COVID restrictions, something that Gotogate should know and never sell this route

Faced with such a situation, upon arrival in Israel, I was detained at immigration and deported back to Italy, thus losing my connection, destination hotel, prepaid PCR at destination, having to book a new flight, more hotels, new PCR at Italy and new PCR in destination. Without counting all the inconvenience and generation of new documentation

I have spoken with Gotogate and after going through 4 operators, to whom I have had to explain my life, they tell me no

For more indignation, I paid Gotogate for insurance and they told me that is not covered

I have never filed a complaint, I do not want to do it because of the money that is little, I want to go further since I understand that what has happened to me is an injustice

Let's see if I'm lucky and the fact of being European helps me in this case

GARBAGE company, Liars and Scammers! I hope Police will investigate them! I lost 1000$ because of their lies and they almost ruined my holiday!

I had to cancel my flight. The airline (Flair Airlines) said it had sent the reimbursment to GoToGate. I called, sent emails, did everything I could to get in touch with them. All I would get were confirmation of reception emails. I never got my money back. This was back in August 2021. They are thieves, do not ever buy your tickets with this company.

Oh, and they use COVID as an excuse.

I have booked with gotogate previously with no issues, however on my last booking the airline cancelled our flights. The airline message gave me options but would have to contact the agent if I want a refund, I have asked for a refund by their contact form and have not received a reply (only an automated one). I have tried many times to ring waiting hours on end to get through, one said my flight was not cancelled, then put in queue again and phone call dropped. Do some research, there are many similar cases waiting with no real customer service, particularly with the current covid situation putting a stain on the travel industry as a whole. Back to booking direct with the airline otherwise you will be taking a gamble.

Worst experience ever. Bought a ticket and they cancel my return without my knowledge. Tried to contact them but they have out source all customer care to India. The worst part is, they dont even help when you get through, just promises that they will contact you back. Sometimes you get through and they hang up. This was over 60 hours of trying to get through to a supervisor so they can rebook my ticket they canceled. Spend lots of money on phone calls to no avail. And once in a while they will send you a lying email saying they tried to reach you! I ended up having to rebook a ticket which costed more with the airlines. THUS, For your peace of mind; DO NOT ASSOCIATE YOURSELF WITH THIS SCAMS AGENTS!

Refused to give a voucher or refund. The flight has been rescheduled a few times, new covid rules at the destination country, my transit visa was denied. GOTOGATE SCAM

I booked flights and due to corona it was cancelled. I have spend enourmous amount of time and money (callcenters). I have legal advise from european instances that they refuse to accept.
Never ever ever again with this group of companies: avoid any of the following:: etraveli mytrips, supersaver.

Hello,

I want to make a complaint because I bought the cancellation protection with GoToGate and I haven't received the attention I needed to be able to cancel before the flight. Since 3 days ago I started having covid symptoms, so I tried contacting the airline so they could guide me on how to do it and receive information for the refund. I got a positive test so I couldn't take the flight. I sent several help tickets to the cancellation contact of GoToGate, I sent emails, I tried calling and they left me 5 hours in the waiting line so I wasn't able to speak or get any contact with anyone before the flight.
What can I do about it? I have the cancellation protection but no one has to give me a response for the service! Tried to do the cancellation without success.

My flight was canceled due to covid and I'm still waiting for my refund since May 2020! Stay away! Customer service is a joke

These guys a crooks! Skelems! Tsotsi! And all this time I thought Swedish businesses are honest!

They switched the date on my booking. When I called to find out why, After holding on for 1hr finally got through to an agent who said they cannot change it to the date I wanted and would get a superior to call me within 24hrs. I then asked if I could cancel the flight altogether, they said I could but wouldn't get anything. This was the 18th of December 2021. Today is the 2nd of January 2022, They have not even bothered to respond to me.

I tried calling them again, and after holding for 35mins, they finally answer. The man on the line asked me to hold for 2 or 3 mins, I agreed. Then he asked me to hold gain for 2 to 3 mins as it was "taking long" to find a matching flight. Then this time, he just dropped the call.

Daylight robbery! Mbavha chaidzo!

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.

Do NOT use. Refused to issue credit despite airline being willing due to COVID cancellation. Very difficult to understand customer agents and rude/condescending - total fly by night operation