Gotogate Reviews 

A hidden scam! Booking.com and Gotogate are a nightmare. Avoid at all costs!

Absolute crooks! I booked a flight through Booking.com, fully believing I was buying a ticket directly from Lufthansa. Only AFTER completing the purchase did I find out that Booking used a shady third-party intermediary called Gotogate. Everything is intentionally hidden during the booking process so you don't realize what is actually happening.

Soon after, my flight was canceled. Getting a refund from Gotogate was an absolute nightmare. They flat-out refused to return my money. Customer support is practically non-existent-I sent multiple emails, and nobody ever bothered to reply. When I called Booking.com, they washed their hands of the situation and just told me to contact Gotogate.

In the end, I had to file a chargeback claim with my bank and MasterCard. Thankfully, MasterCard approved the claim and returned my money, but the amount of stress this company caused is unacceptable. Do not buy flights on Booking.com and never trust Gotogate. They operate like a total scam!

Warning Hidden Self Transfer flights and zero customer supportAvoid Gotogate at all costs I booked what was advertised as a regular connecting flight only to discover later that it was actually a self transfer. This means I am responsible for collecting my bags clearing customs and re checking in for the next flight myself which is highly risky and NOT what I agreed to buy.When I realized this and tried to contact them their customer service completely ghosted me. They refuse to answer and flatly deny any refund. They mislead customers during the booking process and offer zero support when issues arise. Do yourself a favor and book directly with the airlines. Terrible company and a complete scam

Unfortunately, my experience with Gotogate (via Booking.com Flights) has been extremely disappointing.
My flight was cancelled by the airline over three months ago, and I am still waiting for my refund.
The most frustrating part has not only been the delay itself, but the completely inconsistent communication.
Throughout the process I have received different explanations from different agents:
I was first told that Gotogate was waiting for the refund from the airline.
Later, another representative confirmed that the airline had approved the refund on 14 May 2026, that the payment was already "in progress", and that I would receive the refund within 5–7 days.
That deadline passed without any payment.
The latest response simply asked me to "please wait" due to their workload, without providing any explanation, timeline or evidence of the refund status.
After more than three months, I still have no refund, no concrete timeline, and no clear information about where my money actually is.
I understand that delays can happen. However, what I cannot accept is the lack of transparency, the contradictory information, and repeatedly receiving generic responses instead of factual updates.
I sincerely hope this review encourages Gotogate to finally resolve my case. I will gladly update this review once the refund has been completed.

The proposed flight alteration or rebooking incurs a charge of $450, which appears to be an exorbitant amount. This fee raises concerns regarding its fairness and potential impact on customer finances.

Most unprofessional travel agency. The agency is filled with uneducated support specialists who just read scripts.

I want to warn other travelers about my experience with Supersaver, Gotogate, and the Etraveli Group.

I booked Condor flights through Gotogate - booking number YJWEVS. Due to unexpected medical circumstances, I contacted customer service for assistance before my flight.

Their representative advised me to cancel my booking, assuring me that this was the best option to avoid penalties and that I would be able to rebook my tickets within seven months.

I relied on this advice and cancelled my booking.

About a month later, my request for rebooking was completely rejected.

To make matters even worse, the original Condor flight was cancelled by the airline the very next day due to a strike. Despite the flight itself being cancelled, I was still denied both rebooking and a satisfactory refund.

I have spent months contacting both Gotogate and Condor, filing complaints, and seeking help from consumer protection organizations. Instead of receiving assistance, I have been passed back and forth between the airline and the booking agency.

Many travelers may not realize that Supersaver and Gotogate are brands of the Etraveli Group. Although they operate under different names, customers may ultimately be dealing with the same company and the same customer support system.

Based on my experience, I strongly advise travelers never to rely on verbal promises from customer service. If you are told that you can rebook your ticket or receive a refund, insist on getting that confirmation in writing before cancelling your booking.

In my case, following the advice to cancel before the airline officially cancelled the flight left me in a much weaker position when seeking a refund and made a potential chargeback with my bank much more difficult.

Has anyone else had a similar experience with Supersaver, Gotogate, or other Etraveli Group brands? I would appreciate hearing how your case was resolved.

Horrible, horrible, horrible !

Very disappointing experience with GoToGate.
I requested a flight change almost two weeks before my departure date. GoToGate confirmed that my request was being processed and kept reassuring me that a solution would be found.
However, only two days before my flight, they suddenly told me to contact the airline directly. The airline then told me that the change had to be handled through the agency where I booked the ticket, creating a frustrating situation where both sides were sending me back and forth.
Despite making my request early and following GoToGate’s instructions, I am now very close to my departure date and still unable to change my flight. The main issue is the lack of transparency, poor communication, and the fact that I was left without a solution at the last minute.

Horrible in every sense, cannot believe booking.com uses them

I got redirected to gotogate from skyscanner. I went ahead to book as per the flight I booked, I noticed 2 minutes after I booked the gave me the wrong flight, and I reached out to the website and they said they are responsible for tech issues

Booked a flight with Booking.com to Jordan. Gov.uk advice was Not to Travel. So we didn’t. We were no show. Not eligible for flight refund but claimed for unpaid departure tax by airline. GO TO GATE act as an intermediary for Booking.com flights. Put claim in for £90 pp.
Since then been on to GO TO GATE six times. Every time it is a case of matter with dedicated team, don’t worry your refund will be with you soon. Obvious script by chat box operatives, front line. They always say we will keep you updated. They have never once contacted me.
Two weeks ago GTG told me the refund had been received from airline and was with the finance team. I was to get my refund in 5-7 days, maybe even sooner. On every occasion GTG claimed to have escalated my case.
Today, contacted the again…where’s my money? The usual vague reassurances and false promises. I asked when did they receive my refund from airline…answer 7 April 2026. In other words they have had my refund for two months and done nothing. Conclusions obvious.

⚠️ warning any one see this review be careful to book a ticket with gotogate is totally a scam. My flight been cancelled on 27/03/26. I spoke to an agent named ashish he than promised me to get my refund in 10 to 15 days but it’s been nearly 4 month now I have not received my refund yet I have called them more than 60+ times each agent give me different answers and I have spoken to 5 of there supervisor but guess what I spoke to another agent named attul he than said since my cancellation I haven’t spoken to any supervisor apparently the 5 person I spoke to were not a supervisor they lied to be a supervisor clearly they have my money hostage as they are not willing to refund me they blaming the airline not to refund them so they can refund me. But guess what I spoke to the airline they confirmed with prove they never asked for refund also they said they have every power to refund you within 24 hours on their side so gotogate is a totally scam. Be careful to book with them. And I do have prove for all my words.

Afer several long waits, I finally manged to speak with an agent and explained the situation ( have a look at the email trial below). He acknowledged Gotogate's advice and was going to escalate the issue - since then nothing!

In your reply are missing the point, your agent adviced me to cancel within the 24 hrs grace period and confirmed I would receive a 100% refund. Subsequently your representative said he would escalate the complaint and I would back - I am still waiting

---------- Forwarded message ---------
From: Leo
Date: Mon, 1 Jun 2026, 16:41
Subject: Cancelled flight

Hi there,

I recently booked flights to Split Croatia via Booking. Unfortunately I made a mistake with one of the names in the booking. Your "Go To Gate" colleague adviced me to cancel the booking and rebook the flights with the correct names (see message below). This cancellation was within the 24 hrs grace period and therefore is entitled to a 100% refund including fees.

I was however only refunded € 2569.48 rather than the full € 3596.76.

Can you please transfer the balance?

Thanks,

Leo

---------- Forwarded message ---------
From: Gotogate in partnership with Booking.com.com
Date: Wed, 13 May 2026, 07:45
Subject: Chat Response for Order 40-968714787
To: Leo

image
Gotogate in partnership with Booking.com
Hi Leo,

We are contacting you because you reached out via chat. Unfortunately, we did not receive your response. Please find the answer to your question below:

I see that you made this booking today. It is possible to cancel and receive a full refund without any cancellation fee until today, 05/13/2026, at 11:59 PM. After that, you may proceed to make a new booking with the correct name.

Kindly do not reply to this email. If you have any further questions, please call us or contact us via chat.

Thank you,

Noorifatema S

Gotogate in partnership with Booking.com

Please note that this is a no-reply email.
If you would like to contact us, please click here.
Gotogate / OY SRG Finland AB, PL 720, 00101 Helsinki, Finland Corp. ID no: 1925 453-7 VAT no. FI1925 453 7
© 2026 Gotogate. All Rights Reserved.

Doesnt get back as promised. Really unpleasant customer service without any peopleskills.

Update: keeps lying doesnt respond to emails

Worst booking service. Recommended from slyscanner. Wouldn’t do a change before ticketed will go direct to airline and am very disappointed.

Good prices

Coincidenza persa per ritardo del volo. Assistenza penosa, fanno di tutto per non aiutarti. In accoppiata con Ryanair pessimi.
---------
I missed my connection because my flight was delayed. Customer service was appalling—they did everything possible to avoid helping me. Combined with Ryanair, it’s an absolutely terrible experience.

My flight was booked through Booking.com but handled by Gotogate via some partnership. Indonesia AirAsia flight QZ821 (Denpasar to Jakarta, 26 June) had its departure moved from 18:00 to 17:20. The app still showed the wrong 18:00 time just 20 minutes before the flight actually left, and I missed it. I have timestamped screenshots.

The most revealing moment came in Gotogate's own customer chat: the agent admitted in writing that the app had not been updated with the correct time because they were waiting for my confirmation. So they knowingly displayed a departure time they knew was wrong, right up to the gate.

Despite this clearly being a platform failure, Gotogate hid behind "airline fare rules" and refused any refund or compensation. I asked to be escalated to a supervisor and was told this was not possible. They offered only to cancel my ticket under standard non-refundable fare rules – effectively penalising me for their own error.

If your booking is handled by Gotogate, be aware: when something goes wrong, they point to airline rules and will not take responsibility for their own platform's mistakes. Confirm flight times directly with the airline and never rely solely on what their system shows you.

Booking reference: KGIGRA

Pathetic company to get the refund. They simply hold the money if the airline cancels the flight.

One of the worst customer service experience I had. When booking flight they did not give me any clear information about my baggage and even if I wanted add extra baggage by paying extra, no one is there to help.

When I called the customer care, they said call needs to be transferred to front office, but no one will pick up the call. I have waited for more than 45 mins.

I am writing this review as a matter of urgency regarding an unresolved refund for flights cancelled by the airline (Warsaw–Dubai–Manila on April 5, 2026, and return on April 27, 2026). The booking references are RRUHHA and XKX5QI. The order number 1119-483-211. The refund request for the exact amount of 5,693.99 PLN was submitted over four months ago, on March 19, 2026. We were promised a refund within 14 business days. Since then, we have experienced nothing but unfulfilled promises and radio silence.On April 29, 2026, the Civil Aeronautics Board formally intervened in this matter under case reference: CAB-EML-2026-04-000533, demanding immediate action. Still, Gotogate chose to ignore it. On May 18, 2026, a formal letter "FINAL DEMAND FOR PAYMENT" was sent via post directly to your headquarters in Sweden (with acknowledgment of receipt). You completely ignored our legal letter.The airline confirmed they do not hold our money anymore, meaning Gotogate is illegally withholding our 5,693.99 PLN. This is our absolute final public notice before our legal representative takes full court action, and the European Consumer Centre (ECC) escalates this internationally.I demand an immediate update and confirmation that the full amount of 5,693.99 PLN has been sent to our original payment method. I submitted a chargeback request to my bank, but after a long waiting period of more than 50 days, it was rejected by your company.
I have since filed an appeal against that decision, and I sincerely hope it will be reviewed favorably so that I can recover my money.