Jane L.

BUYER BEWARE! Absolutely disgraceful customer service and a total rip-off. I booked a return flight which was cancelled due to Covid. I contacted the airline for a refund who advised l was entitled and they would make a note against my booking, but that l had to go back to the agent to start the process. Long story short, Gotogate advised l could have a refund for one flight and a credit for the other. After an exhausting 9 months of emails, online submissions and phone calls in trying to get a refund for both flights, l finally received a refund less the hefty handling charge for one flight. I was told in writing that l could use the other flight as a credit prior to 3 June 2021. I was further advised that even though l had paid for flexible flight changes, l wasn't entitled to change
Outside of 24hrs of flying. Today l rang to book a flight with my credit but was advised l was too late and the credit had expired. I queried the date as this was contrary to their email and was within the 12 months of the intended departure date. I explained this had been dragged out by them because they had not provided a suitable resolution in time for me to use a credit which they have now withdrawn. I was told if l wanted to complain l could do it online. Do not book with Gotogate, ever! No matter what response Gotogate come back with, the fact is they did not help me at all through the process, nor pass on the refund that the airline had said l was entitled to, they delayed the outcome then retracted the credit. If they are interested in rectifying this, l want my refund.