WORST online travel agency EVER ! I cannot stress enough to future clients to not use their service. I honestly hope this helps you avoid all the pain, agony, disappointment and frustration I've had in dealing with Gotogate. This has by far been the worst experience I've ever had in booking flights, etc. Even with all the challenges in traveling with the Covid pandemic. Their customer service is beyond terrible. My flight was cancelled by the airline and despite having paid for ALL of their added "insurance", "protection", "flex(ible)", etc. Gotogate still insisted on charging me additional fees to get a refund. Furthermore, after double checking with the airline that I was entitled to a FULL refund including taxes and fees, Gotogate wouldn't refund me my full fare and amount I paid to them. They are super shady and criminal in the way they do business. I've been on hold for literally countless hours when calling their hotline, only to speak to a rude customer representative for a minute then told that I needed to be put on hold AGAIN to speak with their "schedule change department." Even though I properly inputted and followed all their prompts correctly. Hours, days, weeks, months later... I still do not have my refund. And every time I call to inquire what's going on I have to go through the same on hold jumping through their hoops process; CRIMINAL ! Please save yourself the hassle and use another company or better yet book directly with the airline. I will most likely have to report them to my credit card company to get my refund at this point. They also do not respond to any emails or messages. Gotogate should be ashamed of the way they treat their customers. I wouldn't be surprised in the future someone will take firmer legal action against them and shut their business down. Go to HELL Gotogate !