Gotogate Anmeldelser 

Worst service provider

I booked a return ticket from Dubai to Cape Town. Due to unforseen circumstances I had to cancel my booking on the 16 July 2026. I was told that my refund will take about 21 working days.
Today is the 13 September 2026 and I still did not receive my refund. I keep getting the same response when chatting to an agent: That they are waiting for the airlines to process the refund. I am tired of this same excuse. They keep pushing the blame to the airlines because that's the easiest way to push the blame of the incompetence of their company elsewhere.
Gotogate is very quick to take money, but for refunds it feels like we need to fight for our own money.
I would not be using this service provider ever again nor will I ever recommend anyone to use their services due to their miscommunication, failure to stand by their information shared, and extremely poor turn around time.
1137-029-971

Following a recent flight cancellation the costs of the return journey with another airline were all down to me. As was the hotel and food for the duration until the replacement flight took off. Gotogate will not refund a penny.
For flights and customer service that follows the law use the real airline site to book flights.

Avoid this company at all costs. They are a flight reseller not a travel agent, any issues you are forced to deal with horrendous customer service agents who ultimately tell you they can't help and force you to contact the flight operator. Save yourself the hassle and buy direct from the flight operator. If you need connecting flights, use an actual travel agent as this company will bring you into a world of pain.

TERRIBLE, JAMÁS LO RECOMIENNDO, MÁS DE 2 MESES DESPUÉS DE HABER REALIZADO UNS SOLICITUD DE REEMBOLSO, ME SIGUEN ENREDANDO CON MENTIRAS Y LARGAS PARA NO HACERLO. SON UNOS DESCARDOS.

The worst experience ever! My flight was cancelled , they booked another one without asking me and now they are refusing to send my refund

Absolutely bogus service. needed to change the time of a flight, go to gate said we had to cancel, get a credit and re-book They did that, the credit expired 6 days before our travel date!!!! Customer service, nah, cant do anything (even though they recommended the cancellation). Contact customer service, all I got was the computer says we will get back to you!!!! That was s2 weeks ago, been chasing them but still no response. Dodgy as all get out.

WARNING: Do not buy flights from GoToGate – Consumer Fraud
I want to share my experience with the travel agency GoToGate to warn others and ensure they avoid using their services. If your flight is cancelled, you risk losing your money.

What happened:
March 2026: I purchased 3 plane flights through GoToGate.

April 2026: The airline cancelled the flights.

GoToGate offered us alternative travel options, but they were extremely disadvantageous for myself and my two travel companions, so we rejected them.

We requested a full refund. According to European Regulations, the money must be returned within a maximum of 7 days from the date the request is submitted.

Current situation:
GoToGate flatly refuses to refund our money. Faced with this absolute outrage, we have had to take the case to several official bodies:

European Consumer Centre (ECC) in Spain: A formal complaint has already been filed.

Konsumentverket in Sweden: Since GoToGate has its headquarters in Sweden, we have lodged an official complaint there.

Credit card issuing bank: We have initiated a chargeback process for fraud due to non-compliance/failure to provide the service.

To this day, I am still waiting for the refund for the three flights, as the agency is completely ignoring the statutory legal deadlines.

My clear advice: Steer well clear of GoToGate. If something goes wrong with your flight, they will do everything they can to keep your money illegally. Save yourself the headaches, financial losses, and months of claims processes by booking directly with the airline or through reputable agencies!

The most dodgy service provider together with MyTrip (they are the same company) - manipulating prices and when at checkout they pop up a message "A new price has come up .. increased fare".
Surely what they are doing is illegal. I hope international authorities will get them soon!!

They responded re my request for a changed flight. Guaranteed an email would be sent from them in 2-3 hours. Avoid this shabby, shady "service" - they are the pits of fraud!

Canceled flight last minute.
Didn't send refund. It has been two months. NEVER USE GOTOGATE!!!

Poor customer service.
When things go wrong and you require assistance with a booking they are inaccessible, slow and incredibly frustrating.
My reservation was changed by an airline to a different flight on a different day , ok so I understand this happens but the new flight messed up my travel plans and was unsuitable.
GoToGate didn't inform me of the changes and I then struggled over 2 weeks to communicate with them to get them to accept the changes we're not acceptable to me and since I have heard nothing for 4 weeks regarding the refund.
Avoid avoid avoid.
I have made additional bookings through another provider to ensure my holiday isn't ruined.

I would strongly avoid using Gotogate.

I booked flights through them, and two weeks before my trip they cancelled my return flight. Since then, I’ve been calling customer service repeatedly for weeks, and all they keep telling me is to “wait” with no actual solution or timeline.

What makes this even worse is that my departure is only days away, and they still expect me to fly to the other side of the world without confirmation of a return flight.

The customer support experience has been extremely frustrating. Most responses feel automated or AI-generated, with agents repeating the same scripted answers instead of helping resolve the issue. I was also given multiple false promises about callback times and updates that never happened.

Very poor communication, poor customer service, and no sense of urgency for a serious travel issue. I would not trust this company again for future bookings.

Bonjour,

Malgré la modification des horaires effectuée sur votre plateforme, les sièges que j’ai payés n’apparaissent toujours pas comme confirmés sur le site de la compagnie aérienne.

Cette situation résulte directement d’un défaut de transmission ou de synchronisation de votre part entre votre plateforme et la compagnie aérienne, alors même que les billets ainsi que les options sièges ont été achetés via votre service.

Je vous demande donc de procéder immédiatement à la régularisation complète de cette réservation auprès de la compagnie aérienne et de faire le nécessaire afin que les sièges payés apparaissent correctement et définitivement dans le dossier.

Références de réservation :

Référence Gotogate : 1111-888-651

Le départ étant prévu le 08 juin 2026, soit dans moins d’un mois, cette demande présente un caractère urgent.

Je vous rappelle qu’en vertu des obligations prévues par la Directive européenne 2011/83/UE relative aux droits des consommateurs ainsi que par le Règlement (CE) n°261/2004, le prestataire ayant vendu les services est tenu d’assurer la bonne exécution des prestations achetées et de fournir des informations exactes et complètes au transporteur concerné.

Je vous remercie de me confirmer par écrit, dans les plus brefs délais, que :

les sièges payés sont bien enregistrés auprès d’Etihad Airways ;

la réservation est entièrement synchronisée ;

aucun paiement supplémentaire ne sera demandé à l’aéroport.

Sans résolution rapide, je me verrai contraint d’engager une réclamation formelle ainsi que les démarches nécessaires auprès des organismes compétents de protection des consommateurs.

Dans l’attente de votre retour urgent.

Cordialement,

I paid for a flexible flight and I tried for 2 weeks, sometimes calling 3 times a day to change my flight and every agent fobbed me off and said they would call back with my new flight details. Not one find. No emails. No calls and on the day before my flight I spent an hour talking to 4 people, two of which hung up on me. Disreputable and should not be allowed to do business. Not to be trusted. Do not buy a tiicket with them

I got a messaged through booking.com to say they have asked for a refund. This has gone on since September and when a flight is cancelled you are supposed to be refunded 7-10 days. I’ve now waited 8 months

AVOID! Awful company. We booked flights through booking.com from Singapore to Maldives in July 2025 for departure in April 2026. A couple of weeks before departure I tried to add special assistance for my daughter. The airline told me that the booking ref wasn’t valid. I tried to get hold of someone via online chat and on the phone for several days but was told “it’s with the flight team”. I wrote to the CEO and a lady called me the following day. She reassured me our flights were fully booked and confirmed and to check in 24 hours before. A week before we were due to leave for Singapore, I received a voicemail from Go to Gate telling me our flights were canceled! In panic I called again, nobody could give any answers. The flights I paid £1600 for were now £6000. Go to Gate refused to rebook them but offered to book another indirect flight as they knew it was there error. We were desperate so close to our departure date, so had to accept. We ended up flying via Sri Lanka to the Maldives. Moral of the story, always book direct with the airline. We will never use booking.com or Go to Gate again

Have had my flights cancelled due to the ongoing war on Iran - I expected my full refund but gotogate have not refunded the full amount de deducted taxes and other admin not providing full clear breakdown - I have ended up with less than 50% of what I expected - the same with another flight I had - airline cancelled and again have not received a full refund they are taking money without clearly stating what I have been charged for - this is just unacceptable will be writing to the CAA and skyscanner regarding this until
Trustworthy company . Also now doing a Charge back - surely an agency should monitor these bad practices and find these companies .

I booked a return flight with baggage through Gotogate. The outbound flight was on March 25 with Royal Jordanian, and the return flight was scheduled for April 11 with Aegean Airlines from Athens.

The return flight was cancelled. I contacted Gotogate and requested to be rebooked on an alternative airline so I could still return as planned, even suggesting Royal Jordanian. However, they refused to assist or provide any suitable alternative.

Instead, they only offered a refund for the return flight, which is not an acceptable solution. I clearly explained that I cannot travel without a confirmed return ticket, as I have a business to run and I am travelling with my children. This situation made it impossible for me to proceed with my trip.

Despite providing all necessary details and having full email records and evidence, their customer service was unhelpful and very rude. Their refusal to resolve the issue caused significant disruption, including financial loss, stress, and the cancellation of my children’s school holiday plans.

I hold Gotogate fully responsible for all the damages and inconvenience caused. If this matter is not resolved properly, I am prepared to take legal action.

This experience has been extremely disappointing and unacceptable.

I should of checked this site first, sad to say I have had almost exactly the same expensive experience with this company. Even requesting a change of flight for the same day they wanted to charge almost the same as the flights almost doubling the cost. GotoGate and Booking.com great bedfellows (as one is a sister company to the other I believe), perhaps book direct with providers and not the intermediaries in future