“I booked a flight, they told me the flight was canceled and that they would reimburse which they never did. I lost my money AND had to buy a new (a lot more expensive) flight. SCAM!”
“You will probably be also shocked by this lack of customer care of booking.com third party partner Gotogate..
This is what I wrote to them..
Sunday , 15 April, at 23.53, I called to highlight your flight errors for my booking. You changed all my premium economy seats both ways to economy seating.
For my mental health disability well-being, the economy seats are not suitable for me, and besides, I've paid over 2K for these seats.
AGENT 1
The agent clarified that it's an error on your part. Apparently, when I extended my return flight, keeping it as premium economy, you changed all my flight seats to the economy.
Agent 1 promised me an escalated call back regarding errors made on your part. My flight was booked for 16th April at 19hrs, hence the escalation.
You have acknowledged it is an error on your part and that you would take full responsibility to fix it.
I was instructed to wait for a call back.
NO CALL BACK RECEIVED.
Monday 16th April at 11.30hrs I called again.
AGENT 2
I was advised that Agent 1 had NOT escalated my urgent query, even having recorded on your system my urgent situation and that it needed to be acted upon urgently, he made an error by not escalating it.
Agent 2 apologised for Agent 1 mistake and errors in my booking, and that she would make sure to escalate and noted on their system that it is a PRIORITY for my flight will be departing in 7 hours' time.
She also promised I would receive a call back and sort out my booking. Not to worry, all will be fine for I'm to depart in a few hours' time.
NO CALL BACK RECEIVED
18hrs, I called again
AGENT 3
The agent apologised again and said the email AGENT 2 had written a PRIORITY email to the flight team and promised this time it would be dealt with.
In our conversation, there was no offer of an alternative flight, only to wait for a call back promising they would call back quickly. Obviously and strongly, I expressed my concerns so far. I have not received any information nor emails on how "you will fix this. "..
NO CALL BACK RECEIVED
I left without knowing if I would fly.
The impact of neglect from you has put me in a precarious position not only emotionally but also other areangement and bookings whilst in Japan.
NO CALL BACK RECEIVED
Tues 14.27hrs I called again
AGENT 4
Apparently, the flight team did not read the email sent by AGENT 3.
Agent 4 says, " The flight team didn't call because they thought I was on the flight to Japan"!!! This obviously doesn't make any sense as none of the agents instructed me to go to the airport. I was to wait for a call back
..and then he said
"They didn't call because of their opening hours"!!!
I'm was instructed again to wait for a call back.
16.12hrs
NO CALL BACK RECEIVED
It is beyond belief and outrageous how I've been treated.
Words can not express the anguish, stress, and trauma I've experienced with your partner.
Gotogate.com as a third-party travel agent is not fit for purpose.
There are only two solutions. I'm also taking this my situation to ATOL, my Lawyer, and Social Media.
I more than expect to be flown 1st Class for ALL THE flights I've booked with you. And for my Journey stay, NOT TO BE SHORTENED.
Compensated for ALL FLIGHTS INCLUDING PEACH AIR DO AND JAL AND HOTEL BOOKINGS INCLUDING JAPAN RAIL PASS. Including the mental torment and indescribable stress and trauma your lact of action and care has caused.
Surely that's the very least I deserve?!”
“I had an extremely unsatisfactory experience with Gotogate, and I feel compelled to warn others before they consider using their services. Here are the key points every potential customer should know:
1. No Response to Claims: After experiencing issues with my booking, I followed their process to file a claim, hoping for a resolution or at least an acknowledgment of the problems I faced. However, my efforts were met with silence. Despite multiple attempts to reach out and follow up, I received no response, leaving me feeling ignored and undervalued as a customer.
2. Dishonesty in Service: I encountered several instances where the information provided by Gotogate was misleading or downright false. Promises made at the time of booking were not kept, and the terms and conditions seemed to shift, leaving me in a difficult position without the expected support.
3. Poor English Communication: Communicating with their customer service was a struggle. The representatives I interacted with had very poor English, making it challenging to get my issues across and to understand their responses. This led to a lot of frustration and unresolved problems.”
“terrible site, you can never get your money back even if your reservation is flexible with possible cancellation, ask always for huge amounts of money to change the dates of reservation.
very bad site and very bad service i don t advice
poeple at all. i contacted them for date change of my ticket
i first baught a flexible ticket with two checked baggage on the two ways , then surprised they deleted the service on one of the way, then i tried to change it i paid an amount then after two minutes they asked to pay more then i requested cancellation they refused, although my ticket was flexible with possible cancellation
and they refuse to refund me
i advise poeple not to use this site”
“I booked a ticket. But was stoped at airport by Lufthansa staff and they cancelled my ticket. They said i need a transit visa. I had inquired on and asked about transit visa and customer executive lady said its not needed.
Now i have lost my money, I need my refund”
“You'll definitely save a few bucks while booking a ticket, however, don't expect any customer service. I wanted to cancel my ticket and had a few questions. I sent them an email with screenshots showing how much refund value the airline is showing. You cannot show that on a voice call. The screenshots were in .png format. They replied after 2 days saying they cannot open the files and that I should submit documents in jpg or pdf format. I then sent my request with screenshots in a pdf file as attachment. However, I got the same response after 24 hours. I then replied saying that the attachment is in pdf format now. What else do they expect? The response was the same email the 3rd time. I don't think anyone ever read my emails. I wasted 4 days with them and ultimately had to travel because the refund they were offering was pretty low.”
“Avoid using this company at all cost. They will give you the run around on a legitimate need for a refund and then close out your refund request after you have jumped through all of their hoops. I do not believe they are an upstanding nor legitimate company. Customer service is very poor. Run from this one...”
“GO TO GATE only want to sell you things in a barrage of emails. I checked my flight details within 24 hrs of flying, and the times and flight number had changed, which GO TO GATE haven’t even picked up on. Also despite GO TO GATE informing me I could check in 48hrs before flying that, was incorrect as well. In essence they, are either incompetent or useless. I won’t use them again.”
“I dread the day I booked a flight with gotoggate, after several anxiety attacks, calling every day for more than a week, several times per day mind you, I am still nowhere near where I need to be. I got a flex ticket, which is the biggest scam ever, and every time I have called to change it 1 of 2 things happen, either the system is not working (this is the case when the ticket prices are good) or I have to pay 300-400 $ to change it.
They keep coming up with different information every time I call, firstly I was told I could change either the departure or the coming back or both at the same time, now they are telling me I cannot change only one of them, it has to be both.
When I was finally given some sort of decent price to change my ticket, I was having connection issues so I asked if this information could be saved for me for 15 minutes which was what I needed to get home and make the payment. I was assured that this was not a problem and everything was saved for the next representative to send me directly to payment. Not even 15 minutes passed when I called back and I was told the price was double what I was told 5 minutes ago. Clearly, nothing was saved, they lied to me.
These people are running a very nice scam, PLEASE DO NOT FALL FOR IT. Book directly with the airline, the few $ that you will save with them are going to cost you much more in mental health.
NEVER AGAIN GOTOGATE”
“I had an extremely negative encounter with Gotogate. They impose numerous hidden charges, and if you spend more than 5 minutes on a page, they inflate the amount by 13,000 INR. Furthermore, they processed my credit card transaction without requiring an OTP, which raises serious security concerns. This application appears to lack proper security measures, with anyone potentially able to use your credit or debit card for bookings without OTP verification. In addition, their customer service leaves much to be desired. I strongly advise avoiding Gotogate at all costs and seeking out alternative platforms that prioritize security and trustworthiness.”
“An absolute Scam!!!
our flight was cxl by Cathay Pacific due typhoon 10 signal. They are refunded us only a miser 15%. I do appreciate that as agent they have their fees but if we do the calculation of what they should have refunded us they STOLE the 50% on $ the value, neglecting the airline company T&Cs stating a full refund should be provided.
Not only an unhelpful customer service, but they were rude and dismissive.
Do not fall for this!!!”
“Request a chargeback from your credit card provider. If you didn't pay by credit card, make a small claim online for a £50-£80 fee and they will settle in full including the fee and 8% interest per year (which you must specify) - no solicitor/lawyer involved.
Took 1 month from claim submission to settlement, which is faster than their complaints procedure. Go to the Citizens Advice website for further guidance.
Gotogate is a trading name owned by the company Flight Network UK Limited (company number 10329158). When you file your small claim online, address it to Flight Network UK Limited T/A Gotogate.
They also won't respond to a GDPR Subject Access Request, so you can report them to the ICO if they don't respond in one month's time. 10/10 would sue again.”
“I booked return flights to Rio de Janeiro. On November 16th ,22 to flight August 16th, 23.
In July 23. When I contact the Airline for upgrade, I find out that I didn’t have a return flight, I checked the booking confirmation from Gotogate, that shows that booked and paid for return flights.
I first contacted Gotogate. To asking what was happening, and the LYED saying was a change made by the airline! And I have to pay e extra £150! After complaining a lot they dropped to £125. I then contact the airline (TAP) that send me the prouve that my return flight never been booked!
Gotogate even treated me after I paid the extra £125. if I did not send them a email confirming that I accepted the T&c they would not send me my flight details.
Rubbish, disappointed disgusted”
“Never buy from gotogate!
I bought my tickets of Turkish airlines through gotogate. Less than in 24 hours I needed to cancel it. They told me Turkish airlines don't have such a cancellation policy. I called to Turkish airlines, they said they do have a free cancellation policy during 24h but they cannot cancel it because I bought it through a third party. I called to gotogate again and they just insist it's on the end of Turkish airlines with their policy. Incredible liars. Will cancel it through my bank. Never ever again I will by from you.”
“I've been waiting and repeatedly calling to get my change fees refund back (150 $) for 8 month. After more than a dozen phone calls, they actually processed my refund, refunding me 26$ (the price of their flexible ticket insurance)! After calling back, they acknowledged a mistake, said they will escalate the issue, but again refused to provide any timeline for when this issue will be corrected. Every time I call now, they are lying to my face saying the issue will be resolved in 5 - 7 days and nothing happens. Don't believe me? Look at thousands of other reviews!”
“GoToGate swindled $ 5,699.23 from me.
Try these companies to file a claim against them:
Florida Dept. of Agriculture and Consumer services
Miami-Dade County Dept. of Regulatory and Economic Resources
BBB of Southeast Florida”
“I bought on their site attractive tickets for 2 A/R Geneva/Jakarta, 5 days before departure but with 2 stopovers. At check-in the cold shower, boarding refused because 2 stopovers in China and in this case you need a Visa... I call them urgently to find a solution (1st call: 22nd on the waiting list, after 25 minutes of patience and stress, I am told that there is no solution as it is up to the travelers to check the visa conditions). Yet when you search on the internet most of the information you find is that a French national does not need a visa to transit through China... With much more in-depth research you can realize that when there are 2 stopovers in China, the visa is obligatory). I point out to them on the phone that selling plane tickets with 2 stopovers in China 5 days before departure without taking the precaution of warning their potential customers that a Visa is mandatory is obvious theft, their answer is that they are sorry but do not give any solution! It's up to us to see with Air China....
Fortunately we came across a very competent and caring person in the Air China offices at Geneva airport who was able to take into account the amount spent and offer us the possibility of shifting our 4-day trip on departure and return with a largely affordable surplus... Otherwise we could only sit on 1900 € + the A/R costs for the airport and reservations made in Indonesia...
I have been traveling for years, this was the first time I went through Gotogate and the last!
A big thank you, however, to this adorable person from Air China in Geneva who did his best to find a solution even outside of his working hours!”
“Please help me to get my money from this company please...
This company is fraud.
Iv booked a flight online for the first.looking at cheap flights .com
I was redirected to goto gate to finalise my flight, IV paid for my flight in full R4000.00 , unfortunately I could not fly due to work, IV call the goto gate they could not help in assisting if and insisted that I change the the date of my flight that costed me an additional R2500.00 including they admin fees, in total R6500.00 I had to pocket out to this company, so I called the airline directly and froze my flight to used it when I needed to so on the 27th June 2023 I wanted to book a new date IV called the airline to book my flight and I was told that my flight had been refunded from goto gate imagine this company says no refunds but they have the right to refund from the airline, and now they have my hard earn money to enjoy they refuse to refund me back, please if anyone can help this never use this company that are frauds if only I new this I would of never used this company out desperation I booked my flight here but never again and I want my money back this company has no right to refund my money from the airline and kept it please stay away from this company.”
