The company Gotogate.com ie part of the E-traveli group are tricksters and do not consider taking their service. My trip in Europe in April was cancelled due to the COVID 19 pandemic since the countries stopped issuing new visa to the tourists. There were mass cancellations of the flights by the airline company themselves and so the company were issuing refunds on such cancelled flight tickets. Scandinavian Airlines (SAS) has yet to refund me internal tickets in Europe though but they have been quite grateful to attend a person and provide them a 100% refund on tickets booked directly on their site. For some reason why I had booked tickets internally via SAS directly for their flight and through an e-aggregator GoToGate.com for the same SAS flight. Now comes the scam of GoToGate, due to mass cancellations even they have to refund the amount on tickets paid. They are such thieves that when they get a 100% refund from airlines (ie SAS gives 100% refund on tickets cancelled by them) they shall impose a fee of refund ie refund processing fee to the tune of 40-50% of the ticket value paid to get the refund. They have the worst customer service team who in first place do not pick up the phone and keep you waited for almost an hour - which means anything like this happens plan to keep all your work aside and put time fighting to get the little money what they shall give. They shall come up with such weird policies that they charge a fee to give refund. It too odd to have a company charge a fee for refunding an amount for which service wasn't delivered. Now these tricksters and none but thieves who shall device ways to get more money from their customers and give the most pathetic service in return or even no service at all. They do not reply to emails and if they do you would be very lucky, they have replied to just 1 mail mine from dozens of mails being sent to them. They are tricksters and thieves who shall extract the full from customers and give no service and they is really no way to fight them hard since they don't care to respond. My honest review is that I have burnt my fingers from such a pathetic experience and lost money too and got irritated, wasted hours, consider booking directly from the airline than an aggregator especially such thieves like Gotogate.com. Before trusting anyone just google their reviews and see reviews of such companies on trip advisor to avoid such scamsters.