I booked a flight via GOTOGATE Canada on July 9th for a Toronto to Edmonton with Swoop Air, flying out on July 16th. This was a last minute flight due to a personal emergency. Even after I booked, I kept checking Google Flights to see whether there were better deals. The following day after I booked my flight, I found a better deal with Air Canada. So I reached out to SWOOP and was able to get a full cancellation, confirmed with SWOOP Airlines on July 10th , they would refund me the full $392. The next step after getting the confirmation from SWOOP was to inform GOTOGATE of the Cancellation via their online forms. There were no details or prompts about a cancellation fee or cancellation policy on their self-serve portal. Nor was I able to find any specific details around booking cancellations. That is why I went ahead, and cancelled the flight, informing GOTOGATE that SWOOP has confirmed the cancellation. To my surprise a few days later, my account was only reimbursed $242, because $150 was retained by GOTOGATE as a cancellation fee. This was very alarming because there was no indication to me that such a fee, or any, would be charged to me, nor would I have cancelled had I known about the fee. Since then, I have tried emailing and calling the company multiple times, with no response and just hours of wait time on the phone. I have sent follow-up emails every other day, and have made several phone calls with over 2 hours of wait-time on every occasion. And if I’m lucky to speak with an agent, they would put me on hold and my line gets cut off. This is terrible customer service and there is an extreme lack of transparency and responsibility to their customers. Issue is still unresolved and company is still unresponsive.