I booked multiple legs with gotogate. Now due to the covid19 virus a few of these legs have cancelled their flights. It took me almost 2 hours just to cancel one flight. I'm trying to call and cancel the remaining, because on email they say they cannot do so so I can only cancel over the phone.
Now the past 2 days it says the number *******187, which was working last week, 'had been disconnected'. When I heard this, I have no where to turn to now.
I bet that person answering all the feedback here will say along the lines of 'please contact us through email and we will get to you'. I've been trying to resolve all these issues for a MONTH now. My flights are two weeks away.
I have to say gotogate has the worst customer service of all call centres I've called through. One of the agents said she will transfer my call to some department, I couldn't even hear properly, without my permission. The transfer ended up going to a silent line and I had to hang up and call back. This whole process took 2 hours.
I should have read reviews about online 'travel agents' such as gotogate. Because there is no regulation or governing body to regulate against them, there is no arbitration to appeal against such shonky practices by businesses like gotogate.
Disconnecting their call centre for two days in a row, now I can't even get support to get my refunds.
In the future I'll buy airline tickets directly from the airline themselves. Don't go through an online travel agent such as gotogate. If you don't care about customer service and you don't care about being frustrated, then go for your life. But it is simply NOT worth it.
Book directly with the airline carriers for a slightly higher cost than lay for terrible practices, which they can get away with on the www.Think about it guys, you cannot appeal to any governing body if you have any grievances.
Save yourselt the pain and NEVER book with gotogate.
And to the person replying to feedback, stop your BS and that matters would be escalated etc etc. To me it's no more than a political speech to try to boost public image. I see through that BS. If I was able to solve my issues I wouldn't be here sharing my horrible experience with gotogate. And guys, don't believe the words they say. I don't think any 'escalation' even exists. It is merely a word for them.
How do I know this? I wanted to speak to a supervisor while I was on the phone with the call centre and they said well they are going to tell you the same thing. Another poor customer experience. And the agents actually speak over me rather than try listen to me. Oh gosh, terrible experience. Two different agents, both of them just as bad.
Fellow airline passengers, please stay away from gotogate. NEVER USE GOTOGATE.