Gotogate
1,771 reviews
AI reviews summary
Recent reviews for Gotogate indicate overwhelming dissatisfaction, with users consistently reporting severe financial losses and systemic service failures. The sentiment is universally negative, focused on a perceived lack of accountability and the inability to resolve even basic ticketing or refund issues.
Pros
Cons
Verdict
Gotogate is not recommended due to a consistent pattern of failing to provide the services purchased and withholding refunds for extended periods. Consumers should be extremely cautious, as any change or cancellation—even those initiated by the airline—appears to result in significant stress and financial risk.
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.
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 !!
Gotogate, Booking.com and Etihad are companies I willl never use again. Lies, Buck passing and blame shifting seem to be their mottos. I am stuck in Iran due to the war and they have been nothing but unhelpful, incompetent and inconsiderate at every stage when trying to rebook my flight back to Australia Show details
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 ticket, and online I also see the ticket is cancelled on 15-May which I have kept 3 evidences. 3.… Read more
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.
Latest follow-ups
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
Terrible experience. They booked me the wrong flights, then charged me $70 to correct it and still booked a wrong fight,refusing to refund the change fee. I'm disputing that charge. Highly NOT RECOMMEDED Show details
Follow-up · I'm disputing the charge for the change of flight, since they didn't change it to correct flights. I can no longer change the flight without a much bigger fee, so I'm just going to make do with the wrong flight they gave me.
Find out how Gotogate compares to other Booking Services
Know better, choose better.
The airline cancelled my flight in November. I was told I would get a refund within 14 days. I still haven’t received it. Not a single person has been helpful. Will never book through them/booking.com again. Show details
Follow-up · Took 5 months for the refund. To emphasise, I was told 10-14 days. Ridiculous.
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.
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
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 mistake and refund given. Second time: 1 out of 4 flights cancelled, 3 weeks to respond to emails,… Read more
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
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
Recent reviews
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
Find out how Gotogate compares to other Booking Services
Know better, choose better.
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.
Second review, first during disruption they wouldn't talk to me (not just delay, but would not talk to me at all) causing increased prices of new tickets. Now they refunded the original tickets, but not everything. They said that Ethihad does not refund the extra services purchased (e.g. seats). However, I contacted Ethihad and they say they… Read more
refund everything. So basically it seems like Gotogate customer service is lying and they themselves do not refund these services. To me this type of behaviour is unacceptable and also ensure i will not book again with them and surely will book seats and extra bags directly with the airline in the future. Again, this service seems fine as long as you do not need any form of service. If anything goes wrong or needs changing, there is no service, transparency or honesty it seems.
This is the worst agency I have dealt with so far in my life. They could not even manage a basic schedule change that led to sequence of events which caused me to lose over 7000$ AUD. Do not even consider using them. Pay a bit extra and have a peace of mind instead Show details
Terrible experience – denied boarding due to GoToGate’s error. They issued my boarding pass with my surnames shortened, even though I entered my full name correctly, and Swiss refused to let me board because it didn’t match my passport. On the day, I spent hours on the phone with GoToGate, was repeatedly told the issue was “escalated,” couldn’t… Read more
speak to a manager, and was falsely assured it would be resolved quickly. In the end, nothing was fixed, they marked it as a no-show with no refund, and I had to buy last-minute replacement tickets and lost my hotel and other bookings. This ruined the start of a long‑planned holiday and cost me thousands. I found GoToGate careless, unhelpful, and completely unwilling to take responsibility. I strongly advise booking elsewhere.
The worst company to dealing with if you tried to contact them, they never pick up the phone and you have to chasing your own money to get back. Never booked through that company.
The nastiest booking service provider I ever encountered and I would say the same to Booking.com and I am amazed how Booking.com ended up with them. This is surely the last time I will book with them. Point is, I booked a ticket to save few bucks and I actually ended up paying much more due to their ridiculous service. In the end, you are the only one affected, they don’t care. Show details
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.