Their service is a joke and I am being generous. 1- I got cancelled the seats I had pre-selected due to a "technical error". Here, at least they had the courtesy to give back the money, but still disappointing. 2- On My Bookings, where it is supposed to be an option to add another luggage (according to their webpage), it is not possible to do so. Instead, it sent me back to the main webpage. 3- Immediately, I sent a message through this web messaging system and explained the issue about not being able to add another suitcase. I asked for assistance and for the price to add it. After several days, there was no answer. I sent another message through this web reminding them my issue and said that if it was not possible to know the price of the extra suitcase or add another suitcase, I wanted to cancel my ticket immediately so I could find another one with another company. Still no answer. 4- I called to the assistance number (+44 203 455 03 90) more than 10 times until I finally got an answer from the operator. I explained the situation and he said that a different department was in charge of that, so he put me through with them. After listening to the waiting melody for 1hour 10 min, I hang up and called the number again. The same operator answered and he said "Really? They didn't answer all this time? That's strange... Well, now their line is available, please let me put you through". So here I was, listening to the same melody and waiting again for another 20 min (these are international calls). There was still no answer, so I hang up and called the same number for the third time. Nobody picked up the phone. I tried more than 7 times, but still no answer. 5- The day of the flight came and I couldn't connect on the phone with go to gate nor I received any answered from the webpage of Go To Gate. So I had no more option than going directly to the airport. The airline said they had to charge me for the extra suitcase according to the policies of my Go To Gate ticket, so I had to pay 82,800 Japanese yen (around 721 usd!!!!) for excess weight, which is similar to the price of the ticket. My flight was about to go and I had no other choice than paying this ridiculous amount. It occurred on: 24/02/2022 This meant that I bought a ticket I could not cancel with a company that didn't allow me to add an extra suitcase. A company that didn't answer any messages I sent through their own webpage and that kept me waiting for over an hour on an international call, just to get put through again and made me wait for another 20 min. A company that charged me 721 usd for a 25 kg suitcase, which is almost like the amount of the plane ticket itself. They answered me almost 1 month later with this message: "We would like to inform you baggae are not refundable". Don't use it.