“Their booking website gave me an error when purchasing a ticket and booted my back to the beginning of the booking process. It could not have been clearer communication of an error. Upon purchasing what turned out to be a second booking under the same name, they had no way of fixing the problem beyond a "$90 cancellation fee".
A booking site spitting out an error as a false positive is not something I've encountered before, I suspect this bug is considered 'acceptable' as it occasionally leads to them getting extra money.
Do not book with them.”
“Horrible experience, I bought a ticket for 140$ USD with flexibility option. I called about 10 times to make a change of date and every time they put me on hold and hang up the call. They have not been helpful to make changes. There are flights on the day of the change.
They will answer your call but won’t try to assist you. I’ve emailed and got no response. DONT BUY FROM THEM!!”
“What the other reviewers state is true. Go To Gate and find you were ripped off by a scam company that has legal experts that know how to FY. Also note, AMEX allowed them to charge me for something I never received. Then again, AMEX moved their call centers to INDIA. What was once a great company needs to evaluate their services. INDIA? Can’t understand the underpaid call worker that took the call from home. Enough of your poor choices AMEX. Avoid Go to Gate. As for paying them, AMEX has and I pay my bills in full and on time always. I may not be their best customer, but, go to gate has screwed AMEX far more. Allow criminals to rip off your customers, move your call centers to INDIA and the Philippines. Smooth move AMEX. Go to gate is a scam company that charges for travel that can not be used. They know it and now you do too. Never again. Go to gate is a first class ticket to hell. SCAM Company.”
“WORST online travel agency EVER !
I cannot stress enough to future clients to not use their service. I honestly hope this helps you avoid all the pain, agony, disappointment and frustration I've had in dealing with Gotogate. This has by far been the worst experience I've ever had in booking flights, etc. Even with all the challenges in traveling with the Covid pandemic. Their customer service is beyond terrible. My flight was cancelled by the airline and despite having paid for ALL of their added "insurance", "protection", "flex(ible)", etc. Gotogate still insisted on charging me additional fees to get a refund. Furthermore, after double checking with the airline that I was entitled to a FULL refund including taxes and fees, Gotogate wouldn't refund me my full fare and amount I paid to them. They are super shady and criminal in the way they do business. I've been on hold for literally countless hours when calling their hotline, only to speak to a rude customer representative for a minute then told that I needed to be put on hold AGAIN to speak with their "schedule change department." Even though I properly inputted and followed all their prompts correctly. Hours, days, weeks, months later... I still do not have my refund. And every time I call to inquire what's going on I have to go through the same on hold jumping through their hoops process; CRIMINAL ! Please save yourself the hassle and use another company or better yet book directly with the airline. I will most likely have to report them to my credit card company to get my refund at this point. They also do not respond to any emails or messages. Gotogate should be ashamed of the way they treat their customers. I wouldn't be surprised in the future someone will take firmer legal action against them and shut their business down. Go to HELL Gotogate !”
“Do not use GotoGate - they will take your money, treat you terribly, hang up on you if you call customer service, and never refund your money if the airline cancels or changes your flight.”
“I booked flight with them to fly from Malaysia to Vietnam via Thailand. The transfer at KLIA airport was just 1h45 and I did not know that I had to change the airport from KLIA2 to KLIA. It took 45 mins already (also because of reduced express train from KLIA2 to KLIA), so when I reached the check-in counter, they were already closed for 10 min. When I booked flight with Gotogate, I paid 100USD more for flexible ticket. I called to Gotogate but could not reach them even though when I bought the ticket, they had include Connection Guarantee with 24/7 customer support that would help you to find other flights or get refund if you miss your connection. When I tried to called the connection airline to reschedule, they told me the booking number was the agent's, not their, so they could not check or change my ticket. I was told by the airline staff that Gotogate issued the ticket in three separate booking numbers, I would not be allowed to transit in Bangkok. So the ticket was not feasible since the begining. I tried to write to Gotogate but they answered I had to phone. It cost me 20USD to call to UK but could not reach any agent. They even asked me to pay extra for ticket cancellation (about 80USD) without being any helpful. They said travel documents were my responsible, but how could I know that the tickets has three different booking numbers for three flights before I booked it, and the booking numbers are not the airlines' so they could not change or refund without Gotogate, while Gotogate was not responsive and helpful. I had to buy new tickets to fly to Vietnam after being stuck at KLIA for two days and one night and lost a 800USD ticket. They sold ticket that was not feasible, when you wanted to change, you had to call. But then when you call, no one pick up. Then you wrote email to them. They said you had to call. You called to them, no one pick up. You called to the airline, they said you had to call the the agent. You called the agent again, no one pick up. You emailed customer service, they told you that you did not inform them early enough and it was all your faults.”
“DO NOT BOOK THROUGH GOTOGATE!!! WARNING, IT WILL BECOME A NIGHTMARE. I booked tickets to the Philippines, but they said it was canceled. PAL said it was not, asked customer service to help and they did absolutely nothing. Promised to email me back, nothing. When they arrived at the airport, they couldn't find their tickets and spent another hour at the ticket line fixing everything. What a mess. Book direct or anyone else besides gotogate.”
“Scam. Waiting 1 year for airline cancelled Covid refund, even though Gotogate received money from airline 7 months ago. Terrible customer support, they keep you on hold 30 minutes and front-line support knows nothing and can do nothing. They keep saying 'i will escalate', 'you need to wait some time'. Even after 2 'supervisors' calls and assured they will progress, nothing. Avoid this company. Not ABTA or ATOL protected, so you really have no recourse!”
“Awful company. I lost over£1000. When I had to change flight because of covid restrictions they sent me a voucher. When I tried to rebook they said I needed to contact airline. The airline said flight had not been changed and vouchers are worthless. Never again . This has also put me off skyscanner too as they use this company.”
“Would give 0 stars if I could.
I’m trying to visit my dying relative and they have made the whole situation far worse. Airline have changed my flight making me miss my connecting flight and they won’t change unless I pay £30 ! Disgusting customer service please don’t risk booking with them.”
“This company has stolen money from refunds given to them by airlines but they never pass it on to customers, some who have waited over 2 years. Some have received refunds after threats of legal action and some with help from credit card companies. I have not been given refund after the airline cancelled my flights and ages them the refund and I have not received my money yet. They do not answer calls, most times the phone does not work. Check out Facebook and search for GOTOGATE and there you will see wha many are saying. You ALL have been WARNED. I have contacted SKYSCANNER and Google regarding them and to stop promoting this company, else they will be held liable also.
Edit
Jay”
“They will take your money and never look back! Good luck trying to get someone on the phone. And when you do they don’t actually do what they say they are doing. I was told I was getting a refund when they never put it in. Now I lost out on 600 dollars because they are scammers. They are only out to take your money. Do not do business with this company.
Update! 1/25/22 - thank you for your reply Gotogate! More lies! Tap Portugal never got a review request from your company. I was informed this last week when my tickets were still active. Your company never put in for a refund. When I called to ask why this was never put in when I have emails from October saying it should have been put in I got hung up on. Called back again…was told it was now an eligible refund (even though they said it was before as well) and they would expedite it. Big surprise….they didn’t. My last try was using my bank and trying to get them to help. Didn’t work either. So again. NEW update. They will take your money. Don’t use this company. I am going to find anywhere I can to write a review for them. I have never experienced such a sad excuse for a company. I will be informing the better business bureau of how this company chooses to do business and treat its customers. That way hopefully others don’t meet the same fate I did. You should be ashamed of yourselves Gogogate.”
“Scam !!! not to buy from them , change the flight unannounced and then charge a second time , Who want to cancel don't answer the phone and by email for more than a month don't answer also waiting on the line for a few hours!!
And finally won't refund the money even after we had to buy new tickets from another company and And we announced a cancellation a month ago.”
“BE CAREFUL WITH GOTOGATE
I summarize
The company, Gotogate/Oy SRG Finland AB, Corp. ID no. 1925453-7, VAT no. FI19254537
he sold me a ticket: Barcelona-milan-tel aviv-phuket
This ticket should never have been sold, since it is not possible to transit in Israel due to COVID restrictions, something that Gotogate should know and never sell this route
Faced with such a situation, upon arrival in Israel, I was detained at immigration and deported back to Italy, thus losing my connection, destination hotel, prepaid PCR at destination, having to book a new flight, more hotels, new PCR at Italy and new PCR in destination. Without counting all the inconvenience and generation of new documentation
I have spoken with Gotogate and after going through 4 operators, to whom I have had to explain my life, they tell me no
For more indignation, I paid Gotogate for insurance and they told me that this is not covered
I have never filed a complaint, I do not want to do it because of the money that is little, I want to go further since I understand that what has happened to me is an injustice
Let's see if I'm lucky and the fact of being European helps me in this case, I'll go ahed with an official claim”
“In a pandemic making money on people who test positive for covid !!! Will not help you
Try charge more another £452 in our case each person for a flight I could buy online for £547
Wouldn't reply when I said about covid help just goes quiet and couldn't even talk !!!
Avoid at all costs
Booking.com should be ashamed as I went through them”
“Had a terrible experience with Gotogate. Booked a flight and had to cancel. thankfully it was within 24 hours. But unlike other companies they don't even have free cancellation within 24 hours. It was my fault for not reading their cancellation policy. They charge 57 for agency fee which is listed on their website. In my opinion that was already already excessive. On top of that, they are charging me $35 for airline fee. The reason why this is infuriating is that I contacted TAP portugal airline (the airline I booked the flight for), and they said the cancellation is free if made within 24 hours. This is also listed on their website.
Essentially gotogate is double charging me in the amount of $92 with a bunch of made up fees. I don't remember the last time I paid this much for a service that provided with little to no value, a service that can be done with a couple presses of a button.
Completely outrageous, and with an icing on the cake. I email them with proof of the airline's policy, they didn't reply for 10 days. I called them, and was put on hold, then was disconnected in the middle of the call.
After calling again, I explained the situation and asked why I am getting charged this much for airline cancellation when the airline explicitly states that the cancellation is free, the representative basically repeated the same response multiple times without answering my question.
Will never, ever use this company again. Better yet, no more third party travel agency.”
