Gotogate Reviews 149,101

I find it exceptionally annoying that there is a 'ticket price' only to find I HAVE TO PAY AN ADDITIONAL FEE if I want a seat. You can't go past this stage of the purchase unless you nominate a seat AND pay the levy charged. Why don't you just be upfront and transparent and simply add this 'seat price' to the ticket price?
This annoyance is then raised further by having to nominate for or actively deny the offer to many different 'additives' to your ticket, many of which I would expect should automatically be included in the ticket price. It reminded me of purchasing a new car where there are countless 'accessories' on offer from the dealer. We all know accessories and their inflated prices are there to improve on the profit margin of the sale, not primarily for the purchaser's benefit.

Horrible. Just missed our flight cause go to gate app didnt update the time change of our flight. Airline is not reimbursing the extra cost nor does go to gate.

They didn't refund all my payment. 600$ less.

Booked flights…. They got cancelled due to the conflict in the Middle East. They advised to apply for a refund and paid me around £300 LESS than what I paid. They refuse to do anymore and asked me to contact Qatar Airways directly. AVOID THIS COMPANY. AWFUL SERVICE AND A PACK OF THIEVES

Dishonest and misleading.

Told me my flight was eligible for a full refund of the ticket price.

That was £178.

The refund i received is only £98 with no explanation as to why.

Dishonest scamming company.

Im now in hold for ages trying to get an explanation as ro why they lied to me and ripped me off like this.

Don't lie to customers.

They scamming customers so that they could keep commissions while their customers lose their refunds. They do not tell customers that getting the refund actually requires you to contact also Wizzair and tell them whether you want your money back or some wizzair credits. Instead, they lie to you that all is fine, say that it is not their problem, refuse to help you, and tell you to wait more, in fact forever. Avoid these scammers unless you want to get scammed.

I would rate with 0 stars but that's not possible.
We booked two tickets. When we arrived at the airlines check-in-desk, they told us they could not find details on their system. The e-ticket issued by Gotogate had the wrong flight number. There was no flight from the Airport with those details on that day.
It is clear that they issued a fraudulent booking.
We contacted them from the airport, 45 mins on the phone but could not get through and the flight was missed.

Later when I finally got through to an agent that seemed to be from India, she was trying to get me to say that we missed the flight or the flight was cancelled. I felt that was a ploy on their part to avoid responsibilty and to get those words out of my mouth for the recorded call.
I kept reminding her that there was no booking made and that flight number was incorrect but she kept saying the same thing like a robot, and then she was completely oblivious to why I was so furious.
When I asked for a refund she said, they will raise the request with the airline despite me reminding her that this was not the fault of the airline and that they should issue me a refund straight away.

They then emailed me a link which encourages me to seek compensation for cancelled flight. I believe this may just be to scam me further. I will not be providing them any details as they can refund to my original details. Instead I have contacted my credit card company to try to recover the money.
Agents like these with such poor ratings should not be on search engines such as Skyscanner so I will avoid Skyscanner in future and just book with my local agents who may charge me a £50 booking fee but a peace of mind is with much more as not only was our trip delayed but I'm also out of pocket for a lot of money which I'm not sure I will get back.

Title: No refund after cancellation – unacceptable customer service

I am extremely disappointed with Gotogate.

My flight from Paris to Dubai via Istanbul, scheduled for March 4, 2026, was cancelled. I was informed that this was due to weather conditions, although the actual situation appears to be related to the ongoing conflict in the region.

Since then, I have been trying to resolve this issue, and as of April 16, I am still without any solution.

I was initially provided with a link to manage my booking directly with the airline (AJet). However, as shown in my attached evidence, it is impossible to rebook or make any changes — the system clearly states that no suitable flights are available.

As a result, I requested a refund, which is my right following a cancellation.

Instead of handling my request, Gotogate has been systematically redirecting me to the airline. When I contact the airline, they clearly state that, since the booking was made through Gotogate, the request must be handled by the agency.

This creates an endless loop where both parties refuse to take responsibility.

I have contacted customer service at least 15 times, and each time I receive the exact same scripted response, with no real action taken. This feels highly organized and shows a complete lack of accountability.

More than a month later, I am still being denied a refund without any valid explanation.

This situation is unacceptable. I have now reported this case to SignalConso and the European Consumer Centre and will continue to escalate it.

I strongly advise others to avoid using Gotogate, as their customer service fails completely when problems arise.

I am still waiting for a proper resolution.

Do not use this company. I deeply regret it.

Gotogate charged me around $50 just to correct a name on my passport, while the airline (Eastar Jet) only required about $6.
I still don’t understand how they justify such an excessive fee — it feels completely unreasonable.
Is this really fair or acceptable?

At the time, I had no choice but to pay the fee.
A few months later, I filed a complaint with theKorea Consumer Agency
However, I was informed that Gotogate refused to respond twice during the dispute process.

This company shows no sense of responsibility and no willingness to improve.
They delayed the process, postponed resolution for several days, and kept repeating the same scripted response:
"It is our company policy."

Are consumers really expected to accept such unfair practices without question?

I would not recommend this service to anyone

Absolutely ridiculous. I booked a multi-flight booking and paid for them and received confirmation only to receive an email (Not even the courtesy of a phone call) 2 days before the flight to tell me the airline has rejected the booking and cancelled the flights.

Having been an aviation employee for many years, I cannot believe the fact and the method you do business. Then you send out a Trust Pilot review requests. Well here it is, you are pathetic and a joke. Specially Mujtaba your Jetabroad Customer Support member.

Absolutely ridiculous. I booked a multi-flight booking and paid for them and received confirmation only to receive an email (Not even the courtesy of a phone call) 2 days before the flight to tell me the airline has rejected the booking and cancelled the flights.

Having been an aviation employee for many years, I cannot believe the fact and the method you do business. Then you send out a Trust Pilot review requests. Well here it is, you are pathetic and a joke. Specially Mujtaba your Jetabroad Customer Support member.

Customer service is poor. No empathy from staff, not trying to help, only standardized answers. They changed our flight dates, we asked for alternative route on the original departure date, they would try to make that happen. A month later and three weeks before departure it still hasn't been confirmed and we have no tickets. Customer support is everything but helpful and their attitude is indifferent - they act like they couldn't care less. Very frustrating to deal with.

My father’s flight 1091-220-567 got cancelled by the airline on February 2nd 2026. On March 1st 2026, my father received an email from GoToGate which said he was eligible for a full refund. The email states “To ensure we have enough time to process your request, we kindly ask you to respond within five days or at least five days before your original departure date”. My dad responded on March the 5th, which is within 5 days of original departure date. Today, April 17th, we called GoToGate, as my father had not heard anything back from them yet. They stated they couldn’t process a refund, because it is now more than 5 days since the original departure date. Yet we did respond to them and requested a refund within 5 days since original departure date. So we are not at fault - they are. Horrible customer service.

Title: SCAM - Refusing refund for cancelled flight (Order 1097-993-727 and 1099-818-830)
Text: Air Arabia cancelled my flight G9732. Gotogate customer support is lying to me. Agent Chirag promised a confirmation email and a refund request, but refused to provide a Case ID and never sent the email. They are intentionally blocking my refund. I am now filing a chargeback with my bank and reporting this to the European Consumer Centre. Avoid this agency!

Gotogate’s handling of my booking has been a total failure of service, resulting in the complete cancellation of our holiday and financial loss.
Despite confirming in early February that we accepted a flight change, Gotogate failed to action the re-scheduling. We were left with no flights, inconsistent information, and a cancelled trip.
Most importantly: Vietnam Airlines has confirmed to me directly that they provided Gotogate with full refund instructions on 01 APR and 09 APR. As of today, Gotogate has failed to process this refund. They are effectively holding our funds despite the airline's authorisation.
I have sent multiple formal complaints with nothing but automated response. This lack of communication and refusal to return my money is unacceptable. I demand an immediate refund and a proposal for compensation for the distress and financial loss caused by your error.
Booking Ref: 40-832125704 Airline Confirmation: Vietnam Airlines advised refund instructions sent twice (01/04 & 09/04).

Airline cancelled my flight and they delayed my refund for almost 4 months. By UK law, the airline must refund cancelled flights within 7 days but because Gotogate only started processing it once I initiated pre-arbitration to take them to court. They lied during my communications with them for 3 months saying that they are waiting on airline approval of refund. They even lied to my bank saying I was the one that cancelled the flights to avoid paying back.

My advice for booking with them is to use a credit card so you have extra protection regarding refunds. Otherwise, raise the chargeback IMMEDIATELY and go through the arbitration process as soon as possible. They will hold on to your money as long as they can otherwise.

It's absolutely ridiculous that they cannot be held to the law and suffer no consequence for breaking it.

Unfortunately, I made a reservation through Booking.com with these people.
My flight was canceled, and they rebooked me on an earlier flight with a terrible schedule that overlapped with other bookings.
I contacted Booking.com customer service to cancel the reservation and get a full refund due to the changes in my flight conditions, but they refused. They had reassigned me to another flight, and there were no other options.

In short: My flight route was canceled by the airline, and Booking.com refuses to refund my reservation and reassigns me to another flight (which is also cheaper!!!) without offering me free cancellation.