Useless customer service..
The customer service phones keep dropping out. I have repeatedly tried to contact them. I am tired of trying to contact them. Why not take my contact my number and call me back like other over taxed call centers.
Dont use this travel agency EVER
these guys are really dodgy
booked flights to Perth from Gold Coast for a a swimming event in April but everything was cancelled due to Covid
I have tried on numerous occasions to contact this company to no avail.
Today I finally got through on their Sydney number and I was told to wait for a email from them as the airline (Quantas) will issue refund
I will not hold my breath after reading everyone elses reviews but if I do hear from them I will change my review
I cant claim through my NAB Visa apparently the reason being its longer than 4 months old the transaction that is.
Disappointing customer service during COVID-19
I will not be booking flights again through this company. Their dealing with my booking during COVID-19 has been disappointing and frustrating. The airline contacted me to say that my flight had been cancelled (not Gotogate themselves). I received no information regarding refunds, so I contacted Gotogate myself. After two weeks I emailed again because I had not received a response. I finally received an email stating that the airline I had booked with had not confirmed their COVID-19 policy and I should contact Gotogate again in three weeks tim...e (which I have just done). The options on their website only allow people to cancel their bookings or re-book, but do not address people who have had their flight cancelled. The airline will not allow me to contact them because the booking is through Gotogate. I understand that it is a very challenging time for travel companies, but I have had no difficulty getting vouchers/refunds from any other travel company (I had 3 months of travel booked). Based on other reviews, this is not a one-off occurrence that can be blamed on COVID-19.
Have we all been scammed?
I booked two flights within Australia through GoToGate, with additional insurance, which were both cancelled by the airlines due to the Coronavirus state border closures.
The airlines are not refunding me directly because I booked through a third party; have been trying to contact this company for over two months now to get a refund and had no luck. Only one number listed on their website to contact which they have disconnected, no response to emails.
Contacted my credit card company to open a dispute, one day later GoToGate sent me confirma...tion that the flights were cancelled... two whole months after they were due to fly? Still no help from them for a refund though. There needs to be a serious investigation into this company, reading the other reviews posted it sounds like i'm not the only one in this situation.
Finally their Australian number is now connected!! Called them 4 times (was on the line for more than 6 hours) to just rebook my ticket. Then they told me that I have to pay extra $$ to rebook as that was the Airline extra cost!! Their customer service is very poor and their system was very primitive as I had to transferred to 2-3 people in each call and wait almost 40min to speak to each person. Apparently after making the payment, my ticket was rebooked but no confirmation email received yet.
Still awaiting refund non covid since january
Had flights booked from Costa Rica to Cuba!
On check in found out there was no longer a flight - airline had cancelled route 1 month ago! No one informed us! Due to booking 3rd party with gotogate (DO NOT BOOK THROUGH AN AGENCY) we had to rebook another flight on the day costing 3x original price! We contact gotogate over the phone from another country with cost a fortune. They logged it and I received an email stating I would receive my refund and I still have not! This was January!!!
Worst agency ever
When Covid-19 started, the destination country closed its borders and I tried to contact Gotogate just to see what are my options. Their phone was disconnected and when I sent an email I just got an automatic reply. I tried that for 15 days and nothing happened. I informed them that departure day is in 5, 4, 3, 2 days. I sent an email the last day as well. Nothing. So I contacted Qatar Airways. They were very helpful. They changed my flight without any expenses and I am very grateful for that. 5 hours later I got the message from Gotogate custo...mer service that they know that we changed the tickets and they sent me tickets numbers as well. That was the email that some person wrote and not automatic reply message. That says to me that they've seen my messages but didn't want to bother to answer back leaving me to worry what is going to happen with my flight and my money. Terrible service and terrible agency. Don't deal with them no matter how cheap their tickets and their service is because if something happens you are on your own and your tickets are going the double the price. Stay away!!! Alex
Do not use this company
Emailed 6days before flight requesting refund as flight was cancelled due to coronavirus. No response for weeks, phone in Australia disconnected. Called US and NZ numbers both refused to process refund said I had to call virgin, virgin said they won’t deal with me as I booked through Gotogate. Disgusting behaviour from a company that clearly should be refunding customers
These guys are cowards
GoToGate management are terrible human beings and they should be ashamed of themselves.
Paid in full in November, airline issued cancellation and refunded 100% of the fees back to GoToGate and GoToGate is uncontactable for past 3 weeks. Please report this scam else they will keep trading and keep scamming other people.
GoToGate Pty Ltd
ACN: 616 342 717 ABN: 38 616 342 717
Address CASTLE COVE 2069 NSW Australia
Worst experience in 25 yrs of travelling
I have been impacted like many of us due to the virus. I have sent four emails prior to my trip and after requesting Gotogate to cancel and provide a refund. No response after two weeks. The contact number on their website has been disconnected.
The airline is offering a refund but has no record of me. Another mess thanks to Gotogate. I suspect they have my refund but are holding for as long as possible. Their strategy to continually ignore can only be deliberate.
Avoid using Gotogate (even if they are 10% cheaper). They are unscrupulous.
Terrible Company Do Not Use Them
Our flight Sydney to Darwin was cancelled due to coronavirus, QANTAS have offered re-booking until Dec 2021. But since we foolishly booked with Gotogate we need to re-book with them. Many attempts to phone have only resulted in long waits and dropouts. Got through one time but all they said was that we had to re-book with the airline to fob us off. Re-checked with QANTAS who re-confirmed that unfortunately they could not help as they had no access to original booking system. I will never use a booking agency again will only book directly with airline, even if it costs a bit more. Lesson learnt, will try to lodge a complaint with Fairtrading but not very optimistic.
Disgusted with service
They won't offer a refund and state a re-schedule can only be done by phone prior to original departure date. Malaysian airlines have extended the re-booking into 2021 so attempting to contact Gotogate by phone but no. on website is not in service. I too will be contacting consumer affairs. Hopefully someone will take them on and prosecute them.
Unable to receive customer service or refund assistance with flight cancellation:(
The numbers given to obtain a refund haven't answered for 2 weeks. Specifically the past 24hrs as I've been trying to contact anyway I know as flt leave midnight today
I am trying to reach these idiots and complain in consumer affairs too.Like minded pls call me on 422387129.
They are not reachable via phone or email.i am trying since 1 month,I have complained in consumer affairs but no action yet.it's disgusting people operating in this great country.punish them
The reviewer stated that an incentive was offered for this review
1. Because of coronavirus, My flights were cancelled, and the airline which I booked sent a email on 23rd March. this email said all my flight has been cancelled due to the virus and they apologize for it. However, I've contacted gotogate by my friend's and my phone since I got the email, it kept saying 'optus advises that the number you have dialled has been disconnected.'
2. Actually I've contacted to gotogate by email on March. I've tried to cancel it so many time, but they just sent auto- message, my cases were closed or nothing. I felt f...urious, but I paid AU$ 1069.62 and I don't want to lost my valuable money. 3.Anyway, gotogate finally answered today morning. I felt happy before I read their mail but, it was kind of auto-message (because I have same messages) and it said I should pay cancellation fee(AU$323). funny thing is I've already got conformation documents of cancellation from the airline and the airline said you don't need to pay cancellation fee. Their service is like trash. I've never experience this kinds of terrible service. many people said it's not gotogate, it's gotohellgate. now I understand why they said like that. Thank you for read it and please avoid to book everything from Gotogate.
The reviewer stated that an incentive was offered for this review
I will not book with them again
Our flight has been cancelled and we emailed them, called them many times but did not get any respond.
You can not contact them in Australia , it directs you to India and they do not have a proper line. You can not hear them or understand a single word. We were going to fly from new z to Melbourne and now we don't have a refund or credit. 0 STAR wasn't available.
Disconnected customer service number says it all
Highly recommend avoiding them. Put in a cancellation request for flights weeks ago, had no response other than automated emails and they disconnected customer service number. I joined the Facebook group “Gotogate is a scam” and finally tracked down a personal email address to direct requests to shared by another member. When they finally responded, they clearly did not read emails and were sending scripted emails that didn’t address my queries. Still haven’t had a clear resolution. The way they handle customer service has created an unnecessarily stressful experience.
Questions & Answers
Hi I booked through you guys from Melbourne to Delhi and just confused as on my itinerary written
2 bag(s) at 23kg.
Hand luggage included 1x 55x40x20cm 5kg
So does it mean 23 + 5 or its 23 in total.
Thank you in advance if some one can clearly explain me.
I believe This is one of indian scam company. AFP should investigate about this company. My flight has been cancelled by quantas airline operational reasons. Airline has advised I am eligible for full refund through gogate. But go gate still not processed my refund 2000 dollars. I am waiting since last 5 months.
Given that they have not refunded your money in the past 5 months they clearly have no intention of doing so. I personally would have emailed or phoned them after one month had elapsed informing them that I would take legal action if a full refund was not given in the next 5 working days and that they would be liable for all legal and other costs incurred in recovering the monies owed to you. You can still try this approach and see if they respond and refund your money. If not, you should take legal action and report them to the authorities.
How reliable is this for domestic flights? Literally just booked and looked at the reviews after. Help!!
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