“This company laughs at customers
This company laughs at customers
Unfortunately, it has unacceptable fraud
I booked airline tickets on her way And I chose Flexible Ticket
I paid an extra amount to change the ticket or flight date
An hour later I found that the date of return was contrary to what I confirmed at the time of booking, I called customer service and after half an hour of waiting, They asked me to pay an extra 124 pounds to change the date, I told them I paid an extra when I booked moments ago
I informed them that this was contrary to article 6 of the Company's rules and conditions, Especially as I ask to correct the booking with the same airlines and names , However, they requested the additional payment of 124 pounds
This company laughs at its customers
I don't recommend everyone to deal with it
Reservation number
EXRBH8G”
“DO NOT USE THIS TO BOOK ANYTHING!!!!
The worse customer service I have ever experienced in my life.
I booked a flexible ticket, and when I tried to change the date (after hours on the phone to non-English speaking call centres) I came to find out the date had in fact not been changed. I only discovered this because I rang the airline. When I raised the issue with Gotogate they refused to change the flight without me having to pay the fare difference AGAIN. I had already paid the fare difference when I changed the flight. On top of this you can't complain until 2 months after your return journey. You have been warned....it is not worth the cheap price of the flight and a flexible ticket is one huge scam.”
“Avoid. Air line cancels flight, offer full refund. Ticket purchased via GTG. GTG want to charge a processing fee to refund our money £45ea as we purchase a non refundable non transferable ticket. The airline cancelled the flight, GTG say we are asking for refund !!!!! 21 weeks later no refund. Avoid. Sadly credit card cash back is stalled due to GTG not cooperating. Shame CC does not honour cash back on scam agents. Avoid all of this. Book direct with airlines and put these scamming ticket agents out of business. £540 out of pocket. Scum.”
“If you have a problem they let you down, the worst customer care ever!
My specific case: I booked a flight including additional check-in luggage with them, but when I checked the airline website there was no mention of the additional luggage. I contacted them, they made the booking not I. The answer: go and solve it yourself with the airline!
What a customer care! I will never use them again!”
“Gotogate is a brand under the Etraveli Group, based in Sweden. Online customer feedback in their thousands demonstrate that this company’s customer service is extremely poor and unresponsive, and they regularly withhold customer refunds as standard business practice amongst many other things.
You can complain to the CEO of Etraveli Group via email address: mathias dot Hedlund at etraveli dot com, the CFO is: henrik dot wetterdal at etraveli dot com, Head of sales is: andreas dot marquardt at etraveli dot com. You can also complain to the company owners at: gmartinlof at cvc dot com.
You can also complain to the Swedish Government agencies about this company, who are well aware of them, at: Annika dot stenberg at bolagsverket dot se, also: konsumentverket at konsumentverket dot se, and: Marcus dot Isgren at arn dot se. The Swedish Government Minister for Business can be reached at: Ibrahim dot Baylan at regeringskansliet dot se.”
“One of the worst airline ticket service providers.
We have booked our tickets with gotogate and the airlines have preponed the connecting flight and the connecting time has become 50 mins from 3 hrs. Airlines told us that it is not possible to catch the connecting flight with 50 mins of connecting time. We have requested gotogate to provide us another alternative travel options, but gotogate didn't help us and asked us to contract the airlines. We have contacted customer support and all airline offices, but they inturn redirected us to contact the gotogate. But gotogate didn't help us and finally we had to cancel our ticket by loosing 50% of our money. Even after cancelling the tickets with 50% loss and after 6 weeks of cancellation of tickets, gotogate didn't refund the money till now.
Additionally we tried atleast 10 times contacting gotogate customer support and each time we had to wait atleast 45 to 60 mins to get even to connect with a customer representative and after that 30 to 40 mins of holding time for the customer support team to check with other teams internally. After listening to the entire story they accepted to call back with 72 hours with the resolution, but it never happened.
So, with my 2 month of nonstop follow up with the customer service, I can say that this is one of the worst airline ticket agent, I came across in my life. I would never recommend this gotogate to anyone. Please avoid, even though you may be see 2 or 3 percent cheaper rates compared to other sites, but you end up loosing your entire money for the fault of not yours.
Also please read the reviews from various sites, almost all review sites got bad to very bad review ratings.”
“This company is a scam. I paid extra for premium service. No such thing. Just a way to charge more. I paid extra for flexible flight option. No such thing, just a way to charge you more. I was on hold for 30 + min trying to change my flight (premium service, ya right) only to be told system was down and that I should call back in 2 hours. When I called back and after another 30 min on hold, I was told there were no flights on that date even though a simple internet search showed there were on the same airline, and not just one but several....”
“We bought the round trip flight tickets for five people from Hong Kong to Casablanca with Gotogate on 22 Dec., 2018. We will set off received an email from Gotogate dated 12 May 2019 saying that "there is flights changes, if the new schedule is not suitable for you a full refund of the ticket is also possible (less credit card or internet bank fee)." We were informed to reply to their email within two days. Therefore I made the request to cancel the booking on 13 May 2019.
Since we got no reply, I sent the email to ask for them but in vain. I called the customer service twice, their staff told me they would transfer my call to another person, then my phone got cut off.
Then we received their another email saying that my original flights are again operating with the minor time change. But we have purchased the round trip flight tickets with other airline. We will set off on 15 June 2019. We sent them emails many times. They ignored my messages. Up till now we haven't yet received their response. We can't get our refund.
Our Booking number : TKPTYY
Our Order number : KSK4E6
Thanks and regards,
Corrina”
“Terrible company. Their website and system is messed up and when we tried to book it wouldn't go through many times and finally it got the name of our infant's ticket wrong, although we checked the data we inputed several times. We have been calling them trying to get the issue fixed for 3 weeks but they keep giving us the run around and after hours on hold, we were told they were going to fix the issue with the airlines and that we would receive a response within 24 hours but we didn't receive anything - and then had to call again and again and still no help.”
“I contacted the support team to rebook my flight today. First, they don't provide a phone number that you can call free from charge from abroad. So you might spend more money calling them than paying for a new flight with a different company. I´ve had a bad experience before where I had to be on the line for over 30 mins waiting for someone to take the call, talking to people who don´t speak a proper English and find it difficult to understand (sometimes it takes 5 mins only to find your booking number) and also a very rude approach. It wasn´t different today! I said to the person that I was calling from Brazil and I needed to be quicker than 5 mins to check every single date he had available on the system as the cost of the call was really expensive and he got even slower, making me wait for longer. Basically I had to be on the line for 13 mins until I give up the call without ANY DATE I COULD CHANGE MY FLIGHT and had to ask to someone else make this call from England. I got the same feedback from my friend saying the person he spoke with was very rude and didn´t come with any day available on the system. I would have to pay for a executive flight if I wanted to change for any of those 3 days she suggested, so paying more for a flexible flight is a waste of money. If you need to rebook your flight YOU WILL HAVE TO CALL THE SUPPORT TEAM EVERY SINGLE DAY UNTIL YOU FIND A AVAILABLE FLIGHT AS THEY ARE ABLE TO CHECK ONLY 3 DIFFERENT DATES ON THE SYSTEM BY TIME. I had to call them more than 5 times to rebook my flight twice. It was the same thing before and this time I just spend around £30 on a phone call, for nothing!
Don´t be a fool... the website might be okay, but I wish you good luck if you want to buy from them and need to call their support team.”
“They stole my money!!
The airline refunded the ticket 3 months ago and they still haven't paid me back. I called them 6 times and they tell me that they are working on it. Really? for 3 months?
They don't answer to emails and they make you wait for one hour every time you call them. They are terrible”
“The worst customer service I have ever experienced. The flight was cancelled and they gave absolutely NO assistance. You cannot get them on the phone. They ignore emails. Has anyone tried having their credit card company get their money back?”
“I'm going to keep messaging you until you actually accept the fact that you have not fulfilled your part of the contract we entered into when you said you would sort out the flights with Turkish airlines. I had to do the leg work, not you. If I had left it to you it would NOT have been resolved. My husband and I had to drive 140mile round trip to go to Turkish airlines desk to get the issue resolved because your staff said Turkish airlines weren't being helpful and were taking their time. Please explain to me then how when we went to the actual desk, they changed the flights for us without hesitation and were dumbfounded at your actual inability to provide a decent customer service. Please refund me my £19.99 now”
“They charge you fees without outlining it on their terms and conditions.
Due to bad internet my ticket got booked twice and they charged me GBP 45 to cancel one of them. And when I asked them to show me where it is stated on their website about there charges I was quoted paragraph two in T & C 1.2 quoted below
“Our own portfolio of services may vary over time. Some of our own services are described in Section 8. For additional services not set forth in these T&C’s, a detailed description of such additional services as well as information about our fees and supplementary terms and conditions for booking and usage, is provided to You over the course of the booking process.”
It is so vague and doesn’t outline anywhere the said cost of GBP 45 for an error.
Also nothing is mentioned about the charges in the “course of the booking process”.”
“I booked a flight from Buenos Aires to Iguazu, I got a message from my credit card company saying the payment didn't go through and if it was me to try again. I had no confirmation from gotogate, so I assumed the booking hadn't gone through and booked again (at a higher price). I then get a confirmation with both flights on. My credit card company insist the declined the first payment, so I do not know how they managed to process it. There is no contact email or chat option so I had to call, they made me wait 20 minutes which probably cost me a fortune, and then said they will charge me £55 to cancel. I think this is totally wrong, I don't know how they authorised the payment but to me it seems illegal. I would not recommend anyone to ever ever use this site, clearly they cannot be trusted with card details. There are so many other trustworthy options, it is not worth risking using this dodgy company”
“It's a TOTAL SCAM website, Don't become a victim! I was lured into the site for a deal and they hid a trick to let you handle your own transportation from one airport (50 miles away) to another by yourself. Within 10 minutes I called, they refused to cancel it for a full refund. It's a TOTAL SCAM! By all means, avoid it!”
“Based on my recent experience, I seriously suggest avoiding this organisation. Last September, our party of seven booked flights from London via Johannesburg to Gaborone, Botswana to travel in July/August this year. The London to Johannesburg leg was with Virgin and from there to Gaborone was with Air Botswana. All this was fine, the price seemed good, we received our confirmations and thought no more of it.
Unfortunately, owing to unforeseen circumstances, some months later we had to make a small change in our travel plans, which meant we did not require the flights from Johannesburg to Gaborone, but still wanted and needed the already booked long haul flights from London to Johannesburg. This is where the problems began, as we contacted Gotogate to advise them of this and they told us that they could not simply remove the Gaborone flights from our booking, but that we would have to rebook on a new itinerary and there would be charges from both the airline and themselves to do so, as we had a non-flexible ticket.
Being experienced travellers and realising we had non-flexible tickets, we were expecting to pay something, as this is the cost of getting a low price in the first place, but we were staggered by the amount. The extra cost of the flights from the airline was £175 each, an increase of 33% on the price originally paid. This was bad enough, given that we were using the same long haul flights as originally booked and were giving up the short haul leg altogether, but apparently allowed by IATA rules, confirmed by Virgin - shame on them all. Whilst none of that could be laid at Gotogate's door, what made things much worse, adding insult to injury, was the fact that they then added their own fee of £80 each or £560 total for administering these changes. These were made in the course of a ten minute phone call to them, when I spoke to a single member of staff, who presumably pressed a few buttons on a keyboard and relieved me of payment by taking my credit card details. When challenged on the level of their charge for so little work, Gotogate had no answer and didn't want to know
So I would say, use these guys at your peril and just hope nothing goes wrong, because if it does you will be opening your wallets and paying far more than you could have done by avoiding them in the first place. That is what I shall be doing henceforth and would urge anyone else to do that also.”
“Awful awful customer service - will never use again and advice all others to stay away.
First I book a ticket with them. A change is made by the Airline I am flying with.
I send a request to Gotogate to ask if I can change my reservation because of it. They say they can't do anything until I buy a 25USD service package.
I buy it and ask that they check if I can make a change.
Now they come back to me and tell me they can't make a change unless I pay 120USD + any airline fee's (I can basically book a new flight for 130 USD).
So I call the airline directly to ask if I can change my ticket. The Airline is about to make the change free of charge but then notices that it's booked through Gotogate and she says she can't change it.
I try calling Gotogate and follow the phone instructions. Two times I get told that I am not calling the right person and need to select a different option. That I need to speak with the customer service department because there are charges involved (which would have been free if I booked directly with the airline).
When I finally select the right option I have been waiting for over 20 minutes on the phone. Phone keeps saying if you can't wait you can contact us by email while all my emails say I have to contact them by phone to make the change. Pretty f-ing stupid customer support.
I am guessing I will have to buy a new ticket as I am not even getting through to make a change.”
“Very negative experience. Their 'Flexible ticket' offer is nothing but SCAM.
When purchasing 'flexible' ticket, you supposed to be able to change dates of the flights which was what I needed.
First, to make a change you have to call them and the wait time is insane. And of course they are not be helpful. I was offered to pay a fare 'difference' which was equal to the price of the new fair. As a result, I lost the return ticket.
When emailing, they were continuously denying the fact that it is unreasonable that the difference cannot be equal to the price of the fare.
Overall, DO NO RECOMMEND. Highly recommend to consider other dealers”
“Let me share my experience! they do whatever they can to charge you... They changed my email that I gave them during the booking to their own system generated email so they block me from contacting the airline directly so they can charge me again for customer service. they are unreliable and very difficult to deal with.
If anyone hasn't booked with them yet, try to avoid them at all cost”
