“Booked flights for 3 people from UK to China.
Second leg of the flight was cancelled, and told I could reschedule or get a refund.
Requested a refund, and 2 weeks later call "customer service" to be told I can't get a refund. nothing they can do. I have lost just over £2000 through no fault of my own, and they can't/won't do anything to help. All they did was give me the number for the airline in China, to call myself and talk to them. Unhelpful and borderline scammers. All customer service said is "Sorry, we are just a travel agency".”
“We booked tickets through Go To Gate in June for a departure on July 24th. Unfortunately, they provided incorrect information to the airline. We have been in contact with their customer service team for the past week, who assured us it would be handled as an emergency. Despite this, we have not received confirmation even five hours before our departure. When we called again, they suggested we contact the airline in China directly. This is unacceptable and highlights the agency's severe incompetence.
We had to cancel the tickets and request a refund. This is a joke—it has ruined our planned holiday. All our schedules had to be changed, including hotels, car rentals, and other tickets. When we inquired about compensation, they informed us that we would not receive any for the hotel and car rental costs. That's unacceptable.
We will be filing a formal complaint with the Civil Aviation Authority (CAA) and Trading Standards. Such a poorly managed agency should not be allowed to continue operating. This has been an incredibly stressful and frustrating experience. We strongly advise others to avoid using Go To Gate.”
“Do not buy tickets from GoToGate!!!
In December 2019, I bought 4 flight tickets on the route Tel Aviv-Bucharest-Cluj Napoca ( in Romania) for the dates of 29.05.2020-09.06.2020 for which I paid the amount of $1034 through the company GotoGate, the company that is from Uppsala. The flight was with the Romanian transport company TAROM.
On February 21, 2020, I received an email from GotoGate that our flight was canceled due to Covid.
I had a lot of correspondence with the people from GotoGate and with the people from TAROM to return the money for the plane tickets, but unfortunately I have not received the money for the plane tickets even until today.
My prayer is if you can get me the refund of the flight tickets .
How is it possible, dear gentlemen, for a Swedish company in the 21st century to make fun of those who knowingly bought 4 flight tick
Shame on them!!!
Many thanks and best regards,
Kalderon Samuel
Order nr. L1U5K2/25.12.2019”
“I do not recommend you to buy tickets through GoToGate
GoToGate online agency
When everything goes well, then everything is rosy in life.
But when things get complicated......that's when the bureaucracy begins.
I ordered 4 tickets for Romania on 25.12.2019 for 29.05.2020. In the meantime, COVID 19 appeared and the airline canceled our flight.
We are in the year 2024, even to this day I have not received the money back on the tickets.
It's a horrible company!! I do not recommend you to buy tickets through him!!!!”
“**Scammers Alert**
Be aware, this company doesn’t actually exist in the UK. It's falsely registered as a mobile repair company at a non-existent address. It’s shocking how they can get away with this. Who knows how many people they have scammed already? They canceled my flight and refuse to give me a refund. Now, when I call, they just put me on hold and never answer.”
“Avoid this incompetent dodgy company at all costs.
I failed to enter frequent flyer details and also entered incorrect email address and then no matter how many times you contact them they just patronize you and tell you it's been escalated and you'll get an email when it's done but weeks like a nothing is done.
Byron contactable except through a ridiculous chat service which is nothing more than a patronizing kicking the tooth because all i said here is thank you for your time is there anything else you want and you tell them nothing's being done and they'll give the same response.
Do NOT TRUST or USE Go To Gate
Customer service is non-existent and the incompetent errors made in the bookings are in excusable”
“1. Does not provide with necessary information for the flight by default. You have to chase them through email and phone. I had to call them 4 times just to get my ticket number which is needed to look up the ticket on the airline's site. They inconvenience you on purpose and take hostage in order to make money, force you to just not refund, or make any changes unless it's through their extra paid services which are free to do on every airline's website, as well as 10+ other third party sellers I have used. AVOID GOTOGATE.
2. Terrible support. They are unprofessional, lie on purpose, give you as little support as they can to get away with which forces you to just give up or go through the terrible experience of contacting them again and again, begging them for the bare minimum.
3. No refund. Expect no refund no matter what if you purchase from gotogate. Flight delay, flight cancellation, missing baggage, no matter what the issue is, regardless of your own fault or not, you will go through hell.
4. Please do not buy from gotogate, I will beg you.”
“I paid extra fees for seat allocation, unfortunately not done .
No direct way to contact go to gate only chat
Bad customer service
Answers to my chat disappointing
Bad experience”
“The worst travel agent I have ever booked a flight with. I needed a name change on my booking which I still believe was an issue with their website. Anyway for arguments sake let's assume it was my mistake. They told me it had to be done directly with the airline which I know is not the case. That was confirmed by the airline but Go To Gate refused to acknowledge this. They told me I would have to buy a new ticket if the airline wouldn't make the change. This went on for 3 days with Go To Gate telling me every time they wouldn't help me. Eventually Emirates suggested they send them an SSR message and it was only then that Go To Gate acknowledged that they could make the name change. It took me 3 days to convince them they were wrong and it nearly cost me $1000 in a new ticket.
They are arrogant, rude and incompetent.”
“DO NOT PURCHASE ANY TICKETS FROM THEM AT ALL! YOU CAN'T SPEAK TO ANYONE IN UPPER MANAGEMENT TEAM AS FAR AS SUPERVISORS OR ANYTHING. PLEASE DO NOT BUY FROM THEM TO SAVE YOU THE HEADACHE
.”
“wish I could give 0 stars. Our cruiseline changed the itinerary but we were unable to change our flights via Go To Gate. Now we are out over $400. WORST CUSTOMER SERVICE EVER!!!!”
“this seems to be a common problem, everyone complains about. and they just dont care. if you want to lose your money. use go to gate that i used through Rome2Rio.
when booking my flight through Rome2Rio that i have done for years, without a problem.
this time i thought I would use PayPal thinking it would be safer. when booking my first flight from London to Bangkok. every time i would go into there PayPal link, as i chose pay in three the full amount would come off. then the money come off my account . half an hour later it would reverse, this happened many times. clearly a glitch in there system. eventually i went on by paying the full amount and it went through. then i wanted to book a flight to Koh Samui. we were traveling with friends and were deciding which dates to fly i had two tabs open, waiting for us to decide which one. i was in one tab, i realised i was in the wrong date and the price had doubled and tried to go back. and the transaction went through, but it never reversed and tickets were issued. i contacted them immediately. explaining the situation. they then responded saying they were to investigate, but would take 4 months (good customer service) just a ploy to keep your money. i then booked another flight on the correct days, trusting this would be above board. i contacted them a few times and was told to wait to the 10th of April. nothing happened, I started calling every day, been told they have escalated it. nothing was happening i asked for why there is a delay. then all the stories started from they are busy with it and they would call me back in 24 hours, this never happened. then i was told they are waiting for a answer from Bangkok airlines, then i was told they cant refund me till they refund them. i then contacted Bangkok Airlines who knows nothing about it.4 and half months later they have done nothing to resolve the matter. then they told me to contact my bank, who told me the vendor must refund me, the same with Bangkok Airlines who told me only the vendor can refund me, the vendor must open a case with them, then they can do something about it. there is no intention from Go to Gate to refund me, i have paid for six return flight and i am only using two. because they have made no effort to resolve the matter, there intention was to defraud me. this must be allowed to happen hard working people to be scammed out of there money, DO NOT USE GO TO GATE they will steal your money.”
“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”
