Gotogate Questions & Answers

Which airline you booked with? I wish you or the airline doesn't cancel or change your booking then perhaps it should be okay. In my case Thai Airways cancelled my flights even though they were flying on the date I booked, haven't received my refund yet. It has been almost 2 years. Wish you all the best!

I’m flying with Saudia Airlines partly operated by Malaysian airlines. hopefully, apparently it’s very rare for the airline to cancel, a lot of bad reviews are from COVID thank you for you response

We finished our flight from Australia to London UK with the Malaysian Airlines. However, it cost us extra over 1500 AUD because the Booking.com and their partnership GoToGate.com purchased us flight tickets with a Economy Lite checked luggage allowance (0 kg) instead of a Economy Basic checked luggage allowance which includes 20 kg pp. They didn't acknowledge their mistake and also refused us refund for the excess luggage.

Also be aware of ranking these OTAs as top and trustworthy services because the Booking.com is frequently ranked top but it is not mentioned about their failed flight services ⁉️

Would you please be aware that there are many websites that are ranking the Booking.com as a number one or top OTA. And one of such sites is the bookinglayer.com

They do not warn customers about risks and deficiency particularly on handling flight services from many OTAs like the GoToGate.com or the Booking.com

So be aware and do not fall into their traps.

No it wasn't as they kept telling me they'd sort it out soon and just never getting back to me about it and by the time I was truly over it would have made the planed trip over double the price I'd paid to start with

and what can i do now? Im super scared now

I’m not saying anything. But please please read the other feedback and reviews. Go to Gate is 1 star ⭐️ I’m so disappointed from myself why didn’t read the feedback and reviews before buying my ticket or why didn’t check Go to Gate stars .

Same here i didnt see the review beforehand before booking my flight. Super scared rn

can you let us now if you made it to your destination without any troubles? cause we're freaking out rn too

bryan did you make it?

GoToGate.com and Booking.com should not get even one star for the flight services. Booking.com with a top ranking but the worst failed flight services ⁉️ Would you please be aware that there are many websites that are ranking the Booking.com as a number one or top OTA. And one of such sites is the bookinglayer.com

They do not warn customers about risks and deficiency particularly on handling flight services from many OTAs like the GoToGate.com or the Booking.com

So be aware and do not fall into their traps.

I too am freaking out after using them to book a couple flights whilst in Europe

It was a terrible mistake dealing with go to gate

Looks like not when you called them answer will be different all the times

We received our refund, only after we had found out they were had not contacted the airline at all. They claimed the airline had not returned the money and that they were waiting for them to. We called the airline ourself after months and turns out they never charged the money for the ticket. We called go to gate that day and told them what we had been informed of. A few days later our money was back. May have also been the bank’s pressure because we had informed the bank of what had happened but I certainly believe that it was the fact we found out the airline hadn’t charged them.

i have never heard of anyone getting their money back and the accc will not do anything

i have been waiting for 3 years and constantly chasing and still not getting any refund and after 3 years i am asking for travel credit.. still have no response and my booking online disappeared

I recieved my $3000 refund a day after mine was cancelled , i was suprised as i saw all this bad feedback

You are very luck I just booked my ticket online I have not even traveled ye but weirded thing happen it too a some hours for the confirmation to come and it said that I booked return 29 of January 2025 so guys they also alter the dates Specially if they know you’ve booked business class they are targeting people that have booked and paid a lot of money for their tickets so after paying £1138 The following day when I saw the booking went back to them and told them no I’m supposed to just go for a few days and back. I want to change the date. They asked me to pay another£ 518. And they’re very very rude. I’m sure that company is not even in the UK. I’m sure the company is somewhere in India or whatever.

Seems they do it intentionally and charge you for their worst service.

$42 for my cancelled flight to rebook!

We are so many problems with this airline, did your flights go to plan ? We fly out 20th Dec

This is not an airline just a worst agent.

just dont take the chance hey are a internet scam

Do u completed your trip?

Not as yet - I am considering taking them to the Ombudsman.

Having same problem with GOTOGATE. There is no real person to talk to apart from a call centre in India. How did the Ombudsman go?

Ask the airline itself if they had charged the travel agency. If they haven’t, then inform go to gate and tell them what you’ve been told. If they’ve charged but then also refunded the ticket, then inform gotogate of that aswell. Had been stressed for 4 months because of their stupid system and alleged intentions to fraud their customer .

Go to the airline direct and demand to deal with them. I managed to make it work that way.

Hi Ivan, I am pleased to read your response. Did you wait to the very last minute though to seek your refund direct with your airline? Cos in my case Qantas said they will only deal directly with me if it is within 24 hours of travel date otherwise you must get your travel agency - (pfft Gotogate are not a travel agency in my experience). So as I am getting absolutely no where with the Indian Call centre, I thought I would call Qantas within 24 hours of the flight date. what do you think?

Hi Carla and Vik, call your airline and ask them if they’ve charged the agency or refunded the money to the agency. In my experience they hadn’t charged them and it was the travel agency that was keeping the money.

Do you have any updates on this?

Still trying. I have an email from them saying they will refund me but they refuse to pay. When I call the person agrees and says they will pass it to their manager, and a few days later I receive an automated email saying they won't.

Really painful as each phone call takes about an hour. Seriously recommend avoiding GtoG. They are persistently lying to me.

Any tips would be great!

Ben sorry to hear about your situation with these clowns. Suggest you contact the relevant authorities in your country and also lodge a complaint to the airline as they are damaging their brand with their antics

No. My first experience with GTG was finding a great fare, and being directed by the search engine to GTG. When I paid, my payment was halted multiple times. GTG gave conflicting reasons for halting the payment. They said I should delete cookies and do another search. The same flights came up $1000AUD dearer in an hour. I did not go any further with them. The next occasion saw another good fare with a 21GBP discount off a 1082GBP fare for using Visa (meaning I should have paid 1061GBP). That discount was not given in the final payment. Complaints led nowhere. GTG said the discount was given. Then they said it wasn't. Then they said an 84GBP discount was given off a 1145GBP fare. That makes 1061GBP fare should have been charged – that is, what I was originally offered, but not given. That was their own maths that proved that. They then spent email after email from up to half a dozen different people - with Sub-Continent names (are they an out-sourced, call centre type set up?) - avoiding your questions. They just keep restating what you already know. They make no attempt to resolve issues. How they are allowed to operate when you consider the 10s of millions of pounds that must be put into their hands each week, is astonishing. Somewhere there is a Govt agency not doing its job - and it is innocent citizens who suffer.

Laughably, they have asked me to ignore their declarations on the 84GBP discount they said they had given me, and now want to put the over charging down to "dynamic pricing". That despite the ticket confirmation showing that the price remained the same, albeit without the discount. This mob is not just immoral, they are stupid.

No. NEVER AGAIN. I ended up having to purchase another most expensive ticket. Still trying to sort it out with GTG but there is no Customer Complaints process and all you get is the same Indian Call Centre where they do no put your call through to the COO/Manager or even a supervisor.

Hi AJ, yes we1ll join in! aw@kulpana.com

jprice89@hotmail.com

Yes I'll join in too...still waiting for my refund...its been 5 months!!! Ashleyjohns24@yahoo.com.au

Yes! Great idea. I’m in. timothyrenwick@hormail.com

Fantastic idea, I am from Australia as well. catmacdonald72@gmail.com

I will join too

great idea, I will join you too

Good idea I will join too. golmatt.au@gmail.com

j.slingsby@hotmail.com count me in if I’m not too late please

stella.yw.cho@gmail.com pls count me in too. When I booked tickets for my husband, I double checked everything and made the payment. After that, I noticed my husband's name changed to my name- not even my full name which I never do with official bookings like this. I called them but they just said we are not allowed to change names and there's no choice but to buy another ticket. We are also in process to dispute transaction. Its really frustrating.

Hi, me too! Bought 3 tickets for $422 and they charged me $1100! After days and hours of trying to call them, someone from a customer service in India informed me that they can't do anything as the process is automated and between the time that we clicked the pay button and that it was processed, the airlines changed their ticket price... I mean almost 300%??? We are talking about low cost plane tickets with no food, drink our baggage allowance in this price. On a regular plane with the aforementioned benefits these tickets would cost $700! I asked for a cancellation then, but they don't have access to cancel the tickets (clearly they have only access to scam you), so would I please contact the airlines directly? I did so, but guess what? Both airlines confirmed that they charged only around $140 . By the way, if I proceed with the cancellation, I still have to leave them S213 or $71 per passenger...

I'm hesitating between Consumer Protection Agency, fraud alert for our bank or civil suit in court... (or all 3 at the same time, haha!!)

marcebg03@gmail.com. I have sent an email and im trying to determine which ombudsmen or organization regulates this type of company.

l.ning1@wustl.edu; based in U.S.

I’m in for a class action. I recorded my last conversation and will continue to do so until I get my refund. I am collecting a paper trail too after convincing different operators to send an email confirmation. They are always so generic.

count me in! egm.marinas@gmail.com

Same Alessio.biagi1@gmail.con

Krystal.yang@optimascap.com Pls count me , too. Thanks.

Hi AJ

Have you lodged a complaint as I am also having many issues with this company and happy to be included?

Anne

I finally got them to refund my money after theatening with a class-action lawsuit and going over their heard to Skyscanner. It took months, they flat-out refused to refund me, gave me incorrect refunds twice, etc. It's an absolute scam.

To anyone dealing with them, don't bother going through GotoGate; it's an actual *scam*. They are doing this *on purpose*. Go over their head to wherever you found them, like Skyscanner. Tell Skyscanner they are working with a scam company.

Threaten legal action with a class-action lawsuit, etc.

If anything is going to be done against them, I'll throw my hat into the ring. john.mw@hotmail.com

pauloneil71@gmail.com , still waiting for $2500 refund for flight airline cancelled in February.

yep. add me to the list. cjthawksworth@gmail.com

Yep add me too, rockonaustralia@hotmail.com

Add me too! Scammed $600, maripest338@gmail.com

yes, Ive been trying to report them but they dont fall under ACCC. Ive been fighting in circles for 12 months now. winklebears@yahoo.com

Yes, add me to the list as well, scammed for 2500AU $, I am based on Brisbane. Contact me on dilrabotosheva@gmail.com

I have been trying for months to use our open ticket but unable to booked the return flight from Perth to Melbourne.Wasted our booked accomodations and our work leave due to their excuses such as no flights. No reply for email, they hung up and say it got disconnected. They never call back. Yes add me too: ryanxander1@hotmail.com

Is this case still going ahead? I have tried to see if there is an Ombudsman in the UK that handles this aspect of goods and services - but there isn't one.

Please add me too. I'm out of pocket $1600. mirellaxixax@hotmail.com

I think I looked up on Google their number for USA and read through to finally find something. None of the foreign numbers work. But just be advised even if they do answer you still have a 70/30 chance of being hung up on anyways. It’s apparently an integral part of their customer service. As well as lying and doing nothing.

Thanks. Im going to log a complaint with the bank and see if they can dispute it

How did you go with the bank in disputing the issue? I was gonna do the same thing

My refund is still in progress since 27th Dec. I had two part of ticket. First Scoot - no refund as gotogate is saying to contact scoot directly. No one at scoot picks up phone. Second was Thai Airways - gotogate is saying they'll provide partial refund once Thai Airways respond and from that also they'll deduct their cancellation charges. So no fault of mine I'll get almost nothing in refund.

That’s horrible, sorry to hear that! Airfares are always a lot of money, and it’s so stressful having to deal with so many non-sense. Good luck with getting a refund!

schedulechange@gotogate.support

Call their American number - +1 (786) 405-8511 This is the only number you can reach the customer service. No I haven’t received my refund.

If you find out let me know. You could try the accc

Of course

We absolutely have to! Multiple people should report them to consumer affairs. I will put in a report shortly. I have already sent my story to a Acurant Affair media, hopefully they look into it. This company is probably withholding million of dollars from their customers. From my 20 plus hours on the phones to GTG I have come to learn that their staff are instructed to send you on red herrings and pretend they are helping but have no "authority" to actually help you. It is completely criminal. The ceo is a person called Mathias Hedlund who runs the eTraveli group which includes GTG and many similar companies (others are also withholding refunds). This guys linked in is full of angry customers, posting in the comments of an article which praises Mr Hedlund for his business spirit. We need to bring this down.

I'm pretty keen to launch a claim too

hopefully someone will and we are prepared to back them up. have kept every email from gotogate who admit they owe us a refund but unfortunately are just "too busy" to send it to us. The airline have sent them the OK at least twice, but so far we have received nothing. Booking was made March last year.

I also would like to lodge a formal complaint and claim. They are conmen

I agree this is unacceptable. My parents paid for flights to Canada for July last year and have since been messed around with this company, of course, they have not received a refund at all much like many others on this page. The company must have scammed hundreds of thousands of dollars from honest trusting people which is just wrong.

Try contacting Consumer Affairs. We have now received about 1/3 back so far.

would be fantastic to put this on current affair as they are amazing scammers. Cannot believe they are allowed to take money for flights that they dont refund. We need to make it a world wide review so nobody ever uses them again and they get shut down.

have been in contact with airline manager who says if flight cancelled because of covid they have to refund fares in full. He is going to contact Gotogate and says they will see that we get Full refund. 2 weeks ago -still waiting.

They seem to be a scam. Not sure if consumer affairs in Australia can help because they are an American based company and not subject to Australian law

They say on their website they operate according to Australian law but that’s probably a lie too

We have now (thanks to Airline manager) received all but $120 from Gotogate. Still fighting on our behalf to gain that back too. Very grateful to Link Airlines.

Hi Kay, what is the Airline Manager you are referring to here? I can't even get through to Go to Gate to get them to send me my voucher or rebook flights. So Frustrating.

give up on gotogate contact Link Airlines for help.

Yup I’m out of pocket $1000 worth of flights with these guys too

Press / hold down 0 on your phone dial 61 then number by no-one will answer