GoToGateReviews 2,246

With airline changes for an existing reservation: GoToGate's notification email was lost; after the phone call we were informed that we will be charged $30 per ticket cancelation fee by GoToGate even thou the airline agreed to a full refund, and it will take GoToGate 4 to 6 WEEKS to process the refund.
Very disappointing.

About a year and a half ago, a friend and I bought 2 flights. A few days before leaving, they inform us that the flight plan has changed and they do not support us. This forces us to buy two other obviously more expensive flights. Upon returning from the trip, we turn to a lawyer and undertake a legal procedure that ends with a sentence in our favor. We have sent the executive sentence but to date no one has yet replied to us, furthermore, of the three email addresses we hold, two do not exist.

AVOID AT ALL COST!

I am not even complaining about the lack of service during and prior to my travel with them, this is about my refund that have been due for over two months now. Not even a single line of correspondence during that time.

When you email them, the standard response is that right now they have a longer than usual response time, and that is it, no further communication for months unless you email them.

Not too mention that their customer service on the phone is completely unhelpful, usually spending about 30-45min on the phone with literally no better or different outcome than prior to the phone call.

I will keep putting up this review on as many sites as possible.

I paid a "flexible ticket option" (130,80) to be able to change the date of my flight without any fee. But when changing my ticket, they asked me to pay 147 as a "flexible ticket option fee" and sent me a link saying that I had only 3 hours to proceed, else the price of the new ticket would likely to increase.

I had to call the customer service:
- They actually had added a 2nd "flexible ticket option fee" to my order, while I never asked for it, neither gave my consent for it
- In total by 3 times, without saying anything, the Gotogate customer service lady added some extra options fees that I never asked for, neither gave my consent for (1. A "flexible ticket option fee", 2. A fee to choose my seat, 3. An insurance fee)
- When I asked her to remove them, she kept insisting on keeping them, saying they were required and even lied saying I would probably have issues at the airport if I would not take those extra options
- She put time pressure on me saying I had to approve the purchase very quickly with these extra options, else the price of the new ticket was likely to increase
- I had to insist like crazy to make her remove them and proceed with my ticket change without adding any other extra options fees

Overall, a very exhausting and stressful experience. They didn't manage to charge me the extra options fees because I double checked the amount and insisted to remove them. But I couldn't help thinking about these kinds of methods used on elderly people or people having limited English that would just pay under the time pressure without knowing what they are actually paying for.
Gotogate should be ashamed to use these methods to try to make people pay for hidden fees.
I will never use Gotogate anymore and will spread the word so that people are aware of these scam methods.

NEVER EVER, EVER AGAIN
Duped into their slightly cheaper quoted price. Needed check in bag and booked one bag as always the same as airline charge in past bookings with others. OH NO! Checked my booking on KLM website and NO check in bag appeared. Saw that the KLM price is £44.20 and Gotogate charged £78! Email response from them said for me to ring KLM and sort it out and refusal to refund difference. Explanation was that is how they make money!

No, not at all, this agent charges more than what price is coated on their web site. I have booked 2 tickets from delhi to london, on payment page it shown Rs. ******* but when payment is made, they charged to my debit card ******* which is completely rip off. When talked with Customer Service, they said that we only charged ******* and rest may be charged by Bank. On bank statement it clearly indicated that payment is made to GOTOGATE.

Do not book any flight with this website.

I found a flight on skyscanner, so I went to gotogate to try to book it. I should have been suspicious when the price for the same flight was 3x as much on the airline website. When I tried to book the flight, it said the flight could not be book I called my bank, and my bank said the merchant had cancelled the transaction. When I called gotogate, they INSISTED it was my bank cancelling the transaction.

I went back to book another flight, and, magically, it was $300 more.

If the flight seems to good to be true, it probably is.

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 a flight with Kuwait Airways using Go to Gate. The flight was rescheduled to a time that fell outside of my allocated time off work. Go to Gate refused to give me a refund and have effectively stolen £300 from me. Representatives at my local Kuwait Airways branch said that had I booked directly through Kuwait Airways, they would have given me a full refund without any problem. I've trying explaining the situation a dozen times to people at Go to Gate, and provided evidence of the change, but they are not willing to behave in a fair way. Avoid them like the plague!

2:11 PM (23 hours ago)

Gotogate, Miami, Fl. A partner of ta large Swedish travel agency. I used to like Swedws

I buy 2 tickets for about $130. GOTO says one has 24 hours to make changes. To play safe I buy more time. Within the 24 hour period, I find I booked the wrong date. What these Pirates do not disclose is that they charge more than the original price of the ticket to change it. People who think everyone else is stupid are really stupid. So, I tell them I will not be ripped off and either change the flights as promised or cancel and refund. They then stonewall, obfuscate, lie anything to steal from me. Finally, they say they will only charge $120 to change one ticket. I have asked for that ticket change, for the one ticket, innumerable times with no result. Can not get a physical address; they are tied in with a large Swedish company. Surely, these people should not be permitted to rip off the citizens of Az. My preference is being refunded the whole amount and rebuying from a semi-honest outfit. I will settle for them issuing the 2 tickets at the time requested or the one ticket they have agreed to change. In the latter case, I am confident I will get my money back eventually. Again, please get these people out of Az.

AVOID GOTOGATE LIKE THE PLAGUE THEY ARE!

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.