I booked flight with them to fly from Malaysia to Vietnam via Thailand. The transfer at KLIA airport was just 1h45 and I did not know that I had to change the airport from KLIA2 to KLIA. It took 45 mins already (also because of reduced express train from KLIA2 to KLIA), so when I reached the check-in counter, they were already closed for 10 min. When I booked flight with Gotogate, I paid 100USD more for flexible ticket. I called to Gotogate but could not reach them even though when I bought the ticket, they had include Connection Guarantee with 24/7 customer support that would help you to find other flights or get refund if you miss your connection. When I tried to called the connection airline to reschedule, they told me the booking number was the agent's, not their, so they could not check or change my ticket. I was told by the airline staff that Gotogate issued the ticket in three separate booking numbers, I would not be allowed to transit in Bangkok. So the ticket was not feasible since the begining. I tried to write to Gotogate but they answered I had to phone. It cost me 20USD to call to UK but could not reach any agent. They even asked me to pay extra for ticket cancellation (about 80USD) without being any helpful. They said travel documents were my responsible, but how could I know that the tickets has three different booking numbers for three flights before I booked it, and the booking numbers are not the airlines' so they could not change or refund without Gotogate, while Gotogate was not responsive and helpful. I had to buy new tickets to fly to Vietnam after being stuck at KLIA for two days and one night and lost a 800USD ticket. They sold ticket that was not feasible, when you wanted to change, you had to call. But then when you call, no one pick up. Then you wrote email to them. They said you had to call. You called to them, no one pick up. You called to the airline, they said you had to call the the agent. You called the agent again, no one pick up. You emailed customer service, they told you that you did not inform them early enough and it was all your faults.