“The worst customer service I've ever had to deal with. I've been hung up on, waited on hold for over 45 minutes many times and even when I do get through, I have not been helped. They have told me that their systems are down so they couldn't process my cancellation. They then told me after 4 calls that they don't actually process the cancellation even though I paid them for a cancellation policy. They said I would have to call each airline directly to cancel and then call them back to tell them what the airlines said. So now I have to wait on hold with two airlines and still call them back after. When I asked if there was an email or direct phone number I could call to deal with this after so I did not have to wait another 45 minutes on hold they told me no. Would never use again and would highly recommend that no one use them as your booking service.”
“I bought round trips to Nicaragua during summer with Gotogate - first of all, the price was WAY more than what it would be if you buy from actual airlines. I had to get it through them since the airlines had no more flights I needed. I did the Covid PCR test, got to the airport hours earlier to not leave anything to chance and the airline did not let me board - THEY SAID GOTOGATE HAD NOT "ACTIVATED" my name on the flight (what that means, months later I do not know). The airline Avianca told me that I should call Gotogate and see what's happening - so I called their customer serice (which is mainly in other countries) and spent HOURS waiting for someone to pick up. By then, I had missed my flight. When they picked up, they had no idea of what was going on and offered no help. Literally none. I have since called at least 20 times, asked for a refund, or even a simple explanation. Every time I called, a different rep would give me a bullish*t reason just to say something because I would not let them off the phone without an answer. They said that it was 1 because I didn't do the PCR Covid test (BUT I DID! I showed them the email confirming and showing how they even confirmed that they had received my results), then they said it was for X reason. I debunked them again. Then Y reason. After a while they admitted to not knowing what happened BUT WOULD NOT REFUND ME. I had to call Chase and request a refund for scam - which Chase understood. I would even personally send proof of all of this for whoever on the internet wants to reach out to me to show you the situation if it means that Gotogate never gets another customer again. I now know other people that had other problems with them since I've been spreading the word about my awful experience. Stay away!!!”
“Gotogate is totally horrible. My flight was cancelled by the airline and they are giving me the runaround on getting a refund. Been waiting for MONTHS and I don't think I'll ever see my money again. Not a legitimate company. Customer service is rude and when they give a response it's nonsense. I hope this won't happen to anyone else. SCAM! AVOID AT ALL COSTS!!!”
“Bad service. No call backs all emails are from no reply.
LDSMIN is my Booking number. They Failed to book my luggage on the way home. That’s fine no big deal. But then it’s $100 to pay the airline and gotogate only wants to refund me $60
Called the airline (flair) they’re great.
Called gotogate 2times long holds. “Schedule call backs” no email contacts.
Also I got the itinerary from flair vs what I paid. Gotogate has a 50% margin.”
“On top of the standard ticket charge, I paid extra for the Flexi Ticket option.. Through no fault of my own, a week later, they reached me stating the date of departure got changed, but even more alarming, they wouldn't be able to offer a window, over a period of 3 days, for a change of return date to be accommodated for me.
So after they failed to get me a return date change, I requested a full refund. They mentioned they would pay the refund, however from it they would strip me of a cancellation fee of R550 ($36) .
And then they provided no set date for when my refund would be returned.
It appears like the flexible Ticket option extra charge they offer is worthless/a farce - it means nothing, brings no benefit, over just having paid the standard ticket fare without any extras.
However, looking at this forum, and all the customer feedback? It actually appears like I am being fleeced of my money - so I've already informed them:
(a. . In addition to here, I'm going to jump onto a number of other social media forums and write down my honest opinion about the negative experience I've just encountered, and
(b. seek independent professional, advice on how to get my money refunded in full, within a set time frame”
“WARNING DO NOT USE BOOKING.COM TO BOOK FLIGHT.
Well I do not take a vacation very often so my wife decided she would like to go to Florida for Christmas this year. I decided to use booking.com to book our flights. I went to their website booked my trip. I figured we would do it up and I would book first class tickets. When I got a conformation email they had changed the flights down to economy seats. I called the number and explained that I had booked first class. The first 3 people I spoke to put me on hold and ended up hanging up on me. I finally got a person who said for me to just cancel the flight and rebook it first class. She then told me she could only cancel the first part of our round trip. The next morning we got news that Kellie’s Dad will not be in Florida in December. I called booking.com back they said sorry sir you can not cancel the flight. I said that I was guaranteed if I wanted to cancel I had 24 hours to do so. This is where it gets crazy. When I told her we still had two hours before the 24 hours was up she hung up on me. I called back in each time I told someone I needed to cancel my flights the hung up on us. That happened numerous times with about 20 minute waits each time.This went on for hours and hours. I asked to speak to a manager. They said the manager will get back to me in a few days. I said that would be past the 24 hours. I asked to speak to someone else. That is when I was told that they are not booking.com they are GO TO GATE. I asked to speak to someone from booking.com they said there is no one to speak to. I ASKED FOR THEIR NUMBER. Sorry they do not have one. She said that they GO TO GATE handle all of BOOKING.COMS flights. That was two weeks ago. I got an email today from a manager that said sorry you are past your 24 hour cancellation time.
Please share this post with all of your friends and family……
WARNING DO NOT USE BOOKING .
My advise to anyone booking flights make sure you DO NOT USE booking.com”
“Almost 12 months and no refund yet!
March 2020 I purchased 2 international air tickets on Gotogate.it for a total of € 2054.99.
November 2020 I called their customer service and requested the cancellation and refund, agreeing to pay 250 € / each as a penalty (which they would have discounted from the refund).
Almost 12 months have passed, I have called, solicited many times by email and through their chat and we still have not received any refunds or concrete updates on the procedure other than "we are dealing with, sorry, covid, we will talk to a superior, etc."
Not to be trusted. I contacted the consumer defense.”
“Failed to inform us that a transit visa was required. We purposedly bought a ticket through Canada only to be informed that the ticket was routed through the United States. They even admitted they do withhold that information.”
“Absolutely shocking customer service. They are a nightmare to deal with. Advertised a seating plan upgrade to be added on to our tickets to allow us to select seats together. This is actually not the case. What this "service" provides is NOTHING. They say they will hopefully be able to have us sitting together when we check in but that it is not guaranteed (therefore we have paid more to maybe sit together). This is what normally happens for free with an airline. They are also declining a refund on the seating upgrade. Shameful company. NEVER use them.”
“absolute scam. Paid for extra hand baggage but when I checked in it says no hand baggage. Therefore had to pay for even more hand baggage, which Gotogate refused to refund either.”
“This is a fraud company.
The fact is, I submitted the flight refund process from July 2021. After that, I saw that my refund process was not progressing at all on their website. The process just stuck with the refund application they had submitted to the airline, but never got a reply from the airline. The Cathay Pacific airways from which I booked the ticket has clearly told me that they only need up to 14 days to process the refund application. While I call Gotogate almost every 2 weeks, they always tell me they haven’t gotten a response from the airline yet.
In desperation, I asked the airline’s finance team to check the refund status. Then Cathay Pacific replied that they had already returned the refund to Gotogate during 16th – 31st of August 2021. It was mid-October, Gotogate lied to me all the time since they got the money.
Gotogate uses lies to get as much of your refund as possible, so that they can hold the money longer.
This agent is immoral and illegal. Stay away from them.”
“Gotogate withholding refunds
Gotogate will continue to use Covid related reasons for the delay in your refund. I myself have been waiting for a refund for over 6 weeks with the same excuses. So I decided to challenge Gotogates response that they are waiting also from the respective airline. I contacted the airline in question. They responded by saying that any refunds due to booking companies are made within 7 days of the error. However this now may take up to 10 days due to a heavy load of refunds.
I mentioned Gotogates position . They responded by saying they have had numerous enquiries and complaints regarding Gotogate and refunds. They assured me they held no funds on booking registration or ticket number that any overcharge for luggage by Gotogate has already been refunded.
So there you have it Gotogate adopt a policy of withholding funds until you tire or give up.
My advice is to contact ABTA, TTA or The Global Travel Group you should contact them for advice. If not, try Consumer Direct on 08454 040506.
Email address for the managing director of the parent company
mathias.hedlund at etraveli com”
“Terrible customer service, retrospectively added terms and conditions to charge 'administration fees' despite performing no administration or handling and insisting the customer has to arrange everything with the airline directly. Do not answer phones, responded to emails after about 9 months. Shocking company, steer clear.”
“I cancelled my trip due to covid 19 travel concerns during the lockdown, the airline agreed on refunding the money however Gotogate for almost 9 months has not yet paid the money despite several attempts to talk to them. Please stay away from them.”
“Total scam. Undisclosed fees except in small print at end of lengthy document. Inconsistent policy - in small print terms and conditions saying they will not provide refunds and saying opposite in emails. Cannot contact customer service. And the supposed vouchers you automatically receive are computer code gibberish. Top to bottom - a total scam. $500 lost.”
