Gotogate
1,777 reviews
AI reviews summary
Pros
Cons
Verdict
Feedback regarding Gotogate is predominantly negative, with customers frequently highlighting severe difficulties when managing flight changes, cancellations, and refunds. Many reviewers report that customer support is unresponsive or ill-equipped to resolve complex travel issues, often leaving passengers stranded or out of pocket. While the platform may offer competitive initial pricing, the consensus strongly advises booking directly with airlines to ensure reliable support and accountability when travel disruptions occur.
really bad experience during grace period .. couldn’t change/fix just loose your money completely and book new for a small little typo on your phone screen while booking .. so frustrating.. no customer service .. you run against brick wall and they refer you back to the airline. The airline can‘t do nothing for you cos gotogate operates as the… Read more
travel agency .. only 3 hrs before you actually flight what is a joke. I get it with these cheap carriers .. but you get send around in circles possible till you finally give up .. cut the middleman book DIRECT with the cheap carrier.. works better .. had good results with easyJet so far but NOT with WIZZ air .. time wasting, nerve wrecking.. same via booking.com in conjunction with gotogate .. I will just not give them my hard earned money anymore and will try something else! Save money, time and frustration and better do the same. Not worth the stress
Worst booking service for airlines. Will not use booking.con again either after this. Told me they could not book my luggage (after I paid for it). Then refunded me $400. I found out there was a pending payment directly on the website that I had to pay (which was $700 USD). I asked them to remove it and they said I created it (which was wrong). Never again. Show details
I had a terrible experience with this company. I booked a flight, and for some reason the app duplicated my details by entering my first name and last name in both the first name and last name fields. As a result, the name on my ticket did not match my passport, even though my passport details were correct. Emirates would not allow me to board the… Read more
flight because of this mistake, and I was told I would have to buy a new ticket if I wanted to travel. I contacted customer service immediately and asked them to correct the name, but they told me it would take 72 hours to process the change. I then requested to cancel my ticket and receive a refund, but they refused. I am extremely disappointed with the quality of their customer service. Be aware that if you need urgent assistance, you may not receive the help you expect. If you're posting this as a Google or Trustpilot review, this version is clear, factual, and more likely to be taken seriously.
Reviews with attachments
Don't trust them, I couldn't get my money back after its be cancelled. No one is responsible after 45 days of cancellation! I had to open a case by PayPal, I am lucky that paid with PayPal, otherwise I could not follow it up.
Whatever you do, never book a flight through Booking.com, as it's these scammers that handle all of it. I am currently stuck in Quito, Ecuador with NO SUPPORT at all from these people. I went to check in Saturday night for my rescheduled Sunday Iberia flight (had already been cancelled once with no explanation) and my booking reference said I had… Read more
no flight booked! Since Saturday night Quito night until now (Monday afternoon) I have had at least 6 or 7 live chats - in their broken English - and they all gave no help at all. As you can see from the screenshot, they are even telling ME that I should be the one rebooking a new flight with Iberia not THEM, who I have paid. Iberia said Gotogate had not rebooked the flight for 22/3 correctly and it was NEVER officially booked, even though my booking.com still says flight confirmed. I am now stuck in Quito with no onward flight to Madrid and then home to Malta (I have also already paid for 2 x Madrid to Malta flights with baggage that I have missed because of these issues). They refuse to acknowledge any blame and so WILL NOT PAY for my extra accomodation and replacement onward flight, which I'm pretty sure they are legally obliged to. I have requested a manager call me at least 5 times and again, been fobbed off and today I went to the British Embassy, so that I could try to call these scammers, rather than be told the same thing as live chat, but even the phone call was no help.
Please avoid booking a flight through booking.com because it's these scammers that deal with everything and booking com wash their hands of you.
They should be investigated for fraud.
- +1
My name is Diego de Araujo Nogueira My order numer is - 1095-500-305 One of the worst companies I have ever dealt with. I have tried contacting them multiple times and received absolutely no help. Initially, I contacted them to add an extra baggage allowance to my flight. They told me they couldn’t assist over the phone and that they would… Read more
forward my request to the appropriate department and respond by email. After waiting a full day, they finally replied only to say that we would need to purchase the extra baggage at the airport.
Of course we know that it is possible to buy baggage at the airport, but the whole point of contacting them was to purchase it in advance, since it is usually cheaper. Their response was completely useless and showed no willingness to help.
To make matters worse, for the past two weeks we have been trying to contact them again. Every time we call, the system ends the call saying they are too busy. The same thing happens with their online chat.
With Latam, one of the airlines operating our flight, they are able to see our reservation. However, with Qantas our ticket does not appear in their system at all. In the Gotogate app there is also no information about our flight from Brisbane to Melbourne.
At this point, the whole situation feels extremely suspicious and unprofessional. I strongly advise people to avoid this company. Do NOT book anything through them.
It’s been more than 45 days and I haven’t received my refund. The worst agency around the world. Show details
Took them 2 years to refund ticket money, see screenshot below. Happy birthday to me.. Buyer beware, do not use this company !!
Latest follow-ups
Took my money and gave me nothing – Avoid like the plague! My flight time was changed by the airline. The new flight was not suitable and as it was changed by the airline the airline said I would be entitled to a refund through my booking agent. Go to gate said they were not able to give a refund and offered no assistance at all. I called 5 times but in the end I just lost my money. Show details
Follow-up · The original flight time was early morning, the new flight time was the following day. I contacted the airline after go to gate said they were not responsible but the airline said it was the booking agent’s responsibility to refund. Go to gate would not give me a refund even though the flight was changed and the airline informed me I was entitled to a refund via the agent.
GoToGate is the most doggy company I ever known in my life time. My experiences as following: 1. On 12-May I booked a temporary ticket for flying on 23-May. 2. 15-May I rang (Indian guy answered the phone) and emailed GoToGate to cancelled the… Read more
ticket, and online I also see the ticket is cancelled on 15-May which I have kept 3 evidences.
3. As per online purchase policy: any time cancelled the ticket before 24 hours of the departure I will get the full refund. But GoToGate only refund to me $54.25, not the full amount of $452.88.
4. I have been contacted then many times via email but they don’t even bother to answering. When finally GoToGate replied, they said the refunded already sent to me which they didn’t fully refunded to me.
They breaching their own policy and law by scamming me! Their actions are unacceptable and disgusting! I hope everyone be aware of this company! If you have any other options please use other resources to avoid your loss.
Follow-up · Will never use GoToGate ever again!
First experience: changed a flexible flight I'd already paid for only to arrive at the airport and then tell me it hasn't been paid for. Had to pay to get on the flight then two months of back and forth before Gottogate finally admitted they made a… Read more
mistake and refund given. Second time: 1 out of 4 flights cancelled, 3 weeks to respond to emails, 3-5 mins respond to chat and condescending(saying they told me things but I have access to chat history where they definitely didn't tell me). Absolutely useless. Will never book through them or booking.com again. If you use them compare only then direct book with airlines
Follow-up · Almost 2 months since cancelled flight and still waiting on refund. Chat is unhelpful as they 'don't want to make promises'. Even with a refund not having the money has cost me more in not having it for interest. Will never use them again. Suggest a research only then go direct to the airline/ hotel as then is cheaper
Positive reviews
Use GO TO GATE – I have a really good experience with them, almost lost my flight to my last destination because of a weather issue, kindle they helped me and I could continue, more than once I’ve been using GO TO GATE and from other agencies experience they are been the kindness and helpful team. So I can share my experience in a difficult time and they did all… Read more
the best to help and they never let me down in a conversation, trying to make me understand the policies and their limitations, but always being honest and helpful.
Find out how Gotogate compares to other Booking Services
Know better, choose better.
I am happy with Go to Gate service staff – I have booked with GotoGate about twice already. I find this company reliable on both times. My latest booking is for my upcoming January 2025 trip to the Philippines. Due to my personal circumstances, I had to rebook my return flight 2 months ago (with fee of course), then rebook departure flight 2days ago. I spoke to about 4 different people… Read more
trying to get it right. They are open 24/7. They were all polite and respectful and I know tried to help me. Now I am set with my flights as I needed. Thank you so much Go to Gate staff.
Sometimes people complain how inefficient people are especially when we the customers also has some angry attitude already and put it on the person responding to help. As customers wanting things resolved, we also need to be calm and polite to anyone responding to our call. They are the people we want to help us, not be spoken badly. Patience from both sides. Sorry for long spill
Surprisingly amazing experience!! – I was hesitant to use an online discount travel agency but GoToGate were amazing when Oman Air rescheduled my flight to 5 days later. They assured me it was grounds for requesting a refund and even chased it up on my behalf (I expected to be fobbed off to deal with it myself) It took weeks (because of Oman's process) but they kept reassuring me it… Read more
would happen - and it did. I was so happy, I booked my replacement flight with them without question and will prefer to use them over any other agency in future. I think it's important people understand this is an AGENCY, not an airline and so they don't have control over things the airline does
Negative reviews
Grubs Tried to get a credit or some kind of reprive, hold on my booking something. My son tried to take his own life 2 weeks out from my flight Do you think they'd show any simpathy or empathy, SCREW ALL!! Woman on the phone who could not speak English kept saying "I understand" Rubbish! Unless you've been through this situation then you… Read more
DON"T understand! The experience was horrifying, the expectation was typical from these corporate grubs You people are absolutely disgusting and should be ashamed of yourselves. I think we all know why you have a 1 star rating. Seems like I'm not the only person you've p*ssed off!
The airline cancelled my late night flight on the afternoon of my departure and the replacement flight would get me to my stopover several hours after my connecting flight had departed. I contacted Go to gate customer service and the only help they could offer was to give me 2 third party numbers to call , one of which was unattended outside of… Read more
normal business hours , the other number did not exist. No further assistance was offered and no further solutions were suggested. I was on my own . After much Googling and several overseas calls I was able to find a solution , no thanks to Go To Gate. I will never use this company again .
Poor customer service. Customer service agents are in a hurry to close the chat without even checking with the person on the other side if they are happy with the information provided by them. They need to really work on their customer service. Show details
Recent reviews
I had made a flight booking through Booking.com for travel from Osaka to Sapporo on April 24th for self and wife. The booking was confirmed and payment collected by Booking.com. When I checked the status on the Booking.com app, on April 22nd the status was shown as booking failed. As I was in a foreign country, was not able to call Booking.com.… Read more
I had to conceal the booking and got only a partial refund of airfare. When I took up the matter with the Booking.com representative, GotoGate, there was total denial. After push back, they promised to investigate and revert to me. This was nearly two months ago and I am yet to get a response.
Just avoid them! It's truly a scam! They sell you a flight that doesn't exist, then sending an email to you for cancellation or reschedule, if you want refund, they just play with you to give up! Show details
Since 2022, I have been trying my best to get a refund from GoToGate after our family flight was canceled by the airline. GoToGate’s customer service repeatedly assured me that they had received the funds from the airline and that I would receive my refund soon. My mistake was being patient for too long. After four years of empty promises, they have now simply deleted my bookings from their system. Avoid this company at all costs. Show details
Booked AirAsia flights through Gotogate. The return flight was cancelled by AirAsia, who confirmed the refund process had been completed. Weeks later, I still have not received the refund from Gotogate. The most frustrating part has been the lack of transparency. AirAsia says payment was completed, while Gotogate says they have not received the… Read more
funds. There is little proactive investigation.
This experience has highlighted the downside of booking through a third party.
Strongly recommend booking direct with the airline.
Find out how Gotogate compares to other Booking Services
Know better, choose better.
There is no zero-star option, unfortunately. Never try to book with this agency again; they are like scammers. After booking any changes, there is no support; whoever is talking in customer care is always saying they are unable to provide any details and the support team will contact ASAP. But they never contact us even after multiple calls and… Read more
emails. One of my flights was cancelled by the airline. And I requested a rebooking, but now more than one week has passed with no updates from them.
Avoid Gotogate at all costs. I tried to change my flight dates multiple times, but I was stuck in a loop of useless scripted messages. They quoted ridiculous prices packed with administrative charges. They will keep talking about policy and charges. Terrible service from start to finish. This is my first and last time using them. Book elsewhere. Show details
Gotogate has not only stolen money from me (this is not an exaggeration), but have showed incompetence, apathy and negligence. DO NOT USE THIS COMPANY. We had a domestic flight booked, one that was important to make it to a tour for our honeymoon.… Read more
When we got to the airport we were told that our tickets no longer existed. Upon further investigation we were told that GotoGate had cancelled our tickets and 'issued a refund' without our consent or authorisation two days prior. We were forced to spend $1,100 USD on last minute tickets (5x the price of the original tickets that we booked months prior) in order to make our tour and not disrupt our entire honeymoon.
What tops this off is three months later we are yet to receive the mistaken refund GotoGate authorised that put us in this mess in the first place. Not only has GotoGate not responded to about a dozen emails for compensation for the last minute tickets, GotoGate has fraudulently stolen and held our monies for the original ticket.
Now for their incompetence. Upon further investigation we identified how this all happened. Our flight itinerary was changed and my husband messaged to inquire about the ability to reschedule or cancel the tickets and what that would cost. As the transcript clearly showed, my husband said no less than three times to GotoGate to not action anything and that he was only inquiring. The support person acknowledged this and agreed but obviously did not understand, nor did they understand that a refund cannot be processed without consent or notification of said refund. What was even more confusing was that in our GotoGate account the tickets were live when we were at the airport so we had no way of knowing what had been done by gotogate without our consent.
Upon repeated emails to check the transcripts and issue compensation, it was even more clear that customer service from GotoGates has absolutely no idea what they are talking about or doing. After a couple of (for lack of a better word) pathetic attempts to respond (none made any sense), GotoGate have for two months ghosted me, forcing me to write this comment in the hopes of someone that can actually interact with a customer sees this, responds, and gives me my money that they have said they owe to us
Follow-up · Still heard nothing :))) I called them and they lied and said that the airline cancelled our flights and not them, and then to wait another 45 days for any other sort of response
Thought I would go thru Bookings.com as always had great experience DO NOT USE THEIR FLIGHT SERVICE!!! Disgraceful and Bookings.com should be embarrassed to have PARTNERSHIP......
i wish i could see all the reviews before I purchased my ticket through them. They are all true. I have been trapped too. airline cancelled my flight. refund process started 1month ago, everytime I called they told me it is going to be 10-15business days. I called about 10 times now, each time the answer was 10-15 days. it is a scam company. Please DO NOT book through them. Trust the reviews! Show details
I strongly advise against booking with this company. I booked a ticket in February last year, but the airline cancelled the booking. I was promised a full refund by October; however, I still haven’t received it. I’ve made multiple attempts to follow up, but there has been no response. The customer service is extremely poor and unhelpful. Very disappointing experience. Show details
Scam and worst customer service for the site . Curious and Becareful using the site. Use at your own risk . I got unauthorised charge to my card twice and they dont admit is their fault . My advise dont even buy from them even is cheap. I make 1 flight purchase , in the end , there is 2 same flight charges to my bank . I call them , they ask me to… Read more
wait for a few hour . I waited 36hour with 11 call in , they keep telling you , do wait . I ask for full refund of the addition unauthorised charges , they say they cant do full refund . They will charge you for USD50+ per pax for cancelling . Firstly they unauthorised charged to my card and now they want to charge me to cancel the unauthorised transaction. Please use the site at your own risk .
Not resolving the issue when contacted by phone. More than 10 days without an actual answer for the re-routing of flights. Difficult to find contact details. Slow management of simple re-booking of flights. Not worth the price, better to book directly with the airline, this third party company that BOOKING.COM uses will not help you within the time frame they mentioned. BOOKING.COM will not help you as they don't care.
Extra Information
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.