Gotogate Reviews 

Booking a flight for 1000€ and after typing in all the details and finally in the paying process they asked for another 176€. And exactly this happens all the time you try to book a flight. They should be taken from the market.

The service I have experienced is extremely exhausting and very bad. After cancelling the flight no one wants to assist with my refund and every day is a different story given different dates.

Absolutely terrible customer service — my experience with Sharon was unacceptable

I have been dealing with GoToGate regarding my booking, and this has been one of the worst customer service experiences I have ever had.

During my latest interaction, I dealt with an agent named Sharon, and I was extremely disappointed with the way I was treated.

Throughout the conversation, Sharon repeatedly muted me while I was trying to speak and explain my situation. Her attitude came across as dismissive and completely uninterested in actually helping me. I asked for explanations about what was happening with my booking, but I was not given clear answers.

What frustrated me the most was that when it came time to take my payment, that part was handled immediately. Once the payment was taken, however, I was left without a proper explanation of what had been done, what would happen next, or what exactly I had paid for.

A customer who is paying for a service deserves to be listened to and given clear information. Muting a customer repeatedly, failing to properly explain the situation, taking the payment and then ending the interaction is simply unacceptable customer service.

I have already spent a significant amount of time trying to resolve issues with this booking, so being treated this way made an already stressful situation even worse.

Based on my experience, I would strongly advise anyone considering GoToGate to think very carefully before booking through them. A cheaper ticket is not worth it if you end up needing customer service and have to go through an experience like this.

Competitive pricing, easy to navigate site and full transparency with fees and different payment methods at checkout. Highly recommended!

@gotogate: Inmiddels is het 10 september, vele chatsessies verder, telefonisch is Go To Gate op dit onderwerp niet bereikbaar. Op mails naar klantenservice krijgen we geen reactie. 30 DAGEN zijn inmiddels RUIM overschreden! We zijn inmiddels 3 maanden verder....

16 juli : Beste Gotogate waar blijft de terugbetaling die is toegezegd binnen 15 dagen? Met je feedback kan ik echt helemaal niks!

ERVARING: Terugbetaling geannuleerde tickets door Gotogate Tickets geboekt via Gotogate. Tickets zijn geannuleerd door Gotogate ivm situatie in midden oosten. Na vele chats en mails over terugbetaling, van het kastje naar de muur gestuurd met smoesjes, nog steeds geen terugbetaling ontvangen. We zijn bijna 2 maanden verder…

REACTIE 15 JULI: Hello, We are truly sorry to hear about your experience and regret that we did not meet your expectations.
We appreciate you taking the time to share your feedback. Please be assured that we continuously strive to improve, and we would welcome the opportunity to better serve you in the future.

REACTIE 20 JULI:
We would like to inform you that the refund application was submitted on 02 June, 2026.
According to the email you received on that day, refund applications are to be authorized by the respective airline before their processing begins on our side.

Unfortunately, we are unable to determine or estimate the time in which the airline will be authorizing our refund application, as the mentioned time frame depends on each airline’s current workload; in any case, the estimated time frame of 30 working days needed for the refund to be finalized remains unchanged.

Thank you for your patience and understanding in advance.

Best Regards,
Gotogate.com

1 star – Absolutely useless customer service

My experience with Gotogate was terrible from start to finish.

During my trip I had several problems with my booking, and Gotogate did not properly solve a single one of them. Every time I contacted customer service, I received generic answers, was redirected, or was simply told that they could not help. There was no real attempt to take responsibility or actually resolve the issue.

I had problems with seat selection, difficulties with check-in, and confusing information connected to my booking and flight segments. Instead of helping, Gotogate made an already stressful travel situation even more frustrating.

The most disappointing part is that Gotogate is happy to take your money when you make a booking, but when something goes wrong, you quickly discover how little support you actually receive. I spent my own time trying to solve problems that should have been handled by the company I booked through.

After this experience, I see absolutely no reason to book through Gotogate again. Paying an intermediary only makes sense if they actually help you when there is a problem. In my case, they provided no useful assistance whatsoever.

I strongly recommend booking directly with the airline instead. At least then you are dealing directly with the company operating the flight instead of being stuck between an airline and an intermediary that refuses or is unable to help.

Never again Gotogate.

Extremely disappointing experience with Gotogate.

Our outbound flight from Valencia to Reykjavík was cancelled/changed by the airline. Gotogate told us that there were no suitable alternatives and offered to refund only the affected outbound flight, leaving us to purchase a new flight ourselves.

We had booked a multi city itinerary in one purchase and one payment, and had also paid for a Flexible Ticket.

When we asked whether we could use the Flexible Ticket to move our return flight because of the airline disruption, Gotogate initially confirmed that this was possible. We were then told that the new journey had to be completed within one year of the original booking.

We explained repeatedly that we were not voluntarily changing our plans — the situation was caused by the airline’s cancellation/change — and asked Gotogate to make an exception so we would not lose the value of our booking.

They refused to provide a reasonable alternative or escalate the matter. We also contacted the airline ourselves, but they would not authorize an exception.

The whole process has been extremely frustrating, with a lot of time spent repeating the same information to customer service without getting a satisfactory solution.

When everything goes according to plan, booking may be easy. But when something goes wrong, the customer is left to deal with the consequences. I would not use Gotogate again.

Treat people with respect.
A date-change refund should have taken five minutes. Instead I spent well over an hour in GoToGate chat. I was transferred four times. Each person said it was the wrong department. The last agent ignored me for long stretches until the chat was about to time out, then jumped in as if nothing had been said. You have to type “hello” every couple of minutes or the chat disconnects.
The airline changed the flight times and date. I was told I could cancel for a refund. The refund link then stopped working. Email and earlier agents said a refund was available. This agent cancelled with no refund, gave wrong information, and never contacted the airline as she claimed she would. GoToGate is keeping $734 that should have been returned. Rude, slow, unprofessional, and dishonest. I will not use GoToGate again.

They will not provide refunds for bookings which are cancelled by the service provider. They will explicitly tell you that they will give you a full refund, but that money never arrives, and because GoToGate manages the booking, you are unable to contact the service provider directly to initiate a direct refund. Please don't enable theft by booking through this service. I should have known better, this behaviour is documented everywhere you search for GoToGate, but hopefully I can at least save someone else the trouble.

I am extremely disappointed with GoToGate and the way my refund has been handled.

I booked a flight through GoToGate, but the flight was cancelled by the airline. Since January, I have been continuously following up with GoToGate to get my refund. Unfortunately, every time I contact them, I receive the same response: that they are “following up with the airline” and that I need to wait.

What is even more concerning is that I personally contacted the airline to check the status. The airline confirmed to me that GoToGate had not contacted them regarding my refund at all.

This has been going on for months, and until today, my issue has still not been resolved. I keep receiving the same response without any actual progress or solution.

This is a significant amount of money for me, and being left waiting for months without a clear explanation or resolution is extremely stressful. I trusted GoToGate when making my booking, and I expected them to take responsibility and properly handle my refund.

I am very disappointed with the customer service and the lack of transparency. I simply want my money back, and I hope GoToGate finally takes this matter seriously and resolves it immediately.

System error made me book twice and pay twice. Then they cancelled both my bookings for technical reasons. Customer support less than zero, Jana refused to escalate my call to her supervisor, and offered zero explanation beyond “try using a different payment method” but “not sure it will work”. My credit card was successfully charged twice already so the advice is laughable at best. Ended up booking with booking.com who I generally boycott but Gotogate is just beyond zero

Easy process to make a airplane booking for my dad 👌 at great prices.

I strongly caution anyone considering Booking.com and Gotogate for an expensive trip.

I am still waiting for a $3,503.50 refund after months of repeated calls, emails, escalations, and explanations that continue to change. I was informed that the airline processed the refund back to the ticketing agency, yet the money has still not been returned to me.

What is most frustrating is the constant “moving of the goalposts.” Every time I believe the matter is finally being resolved, I receive another explanation, another escalation, or another timeline.

After exhausting the normal customer-service process, I had no choice but to escalate the matter to the U.S. Department of Transportation (DOT). Even after that escalation, I have still been waiting for proper acknowledgment and resolution.

This is not a small amount of money. $3,503.50 is my money, and after this much time, I should not have to repeatedly chase a company to find out where it is.

I have kept documentation of the communications, refund representations, escalations, and DOT complaint. I am posting this review because customers deserve to know what can happen when a significant refund becomes complicated.

Booking travel is one thing. Getting your money back when something goes wrong is another.

I sincerely hope Booking.com and Gotogate finally takes ownership of this situation, provides a clear explanation, and returns my $3,503.50 without any further delays or changes in the story.

Until this is resolved, I cannot recommend Booking and it’s partner Gotogate for high-value travel purchases.

Never book with Gotogate if you expect the company to issue a refund for flight cancellation by airlinen and these days it happens more than often. You will never see your money again.
I have had my booking 1092-351-116 cancelled by the airline and refunded by the airline to GOTOGATE. I have evidence of it. Guess what? GOTOGATE keeps my money and 5 months later I still have no support whatsoever for this refund. This booking platform that belongs to booking.com is a real scam. Avoid at all costs

flights were cancelled 28 august reasons given were: cyber attack and "adverse weather" conditions only effecting BA. There was no alternative flights , i could not attend my sisters weather and though i was promised a refund on hotel and flights, in short "adverse weather conditions" was not their fault so no refund...,, that excuse didnt fly with me... come to think of it, neither did they.

Low cost of travel air fee,
Easy to apply and no hidden fees.
Next time I will be your loyal subscriber

Booked a London–Malta return through Booking.com Flights (operated by Gotogate). The outbound was cancelled by the airline after a 7-hour wait due to the UK ATC systems failure on 8 September.

The refund for the cancelled leg was eventually agreed, but only after repeated asks. The agent would not confirm that no Gotogate service fee would be deducted, despite being asked three times, and warned that "certain airport taxes may not be refundable" — which is the rule for voluntary cancellations, not for an involuntary refund under UK261/EU261 where the full ticket price is due.

The return leg was issued as a separate PNR. Since the outbound never operated, the return is useless. Gotogate refused to contact the airline on my behalf and told me to deal with the airline directly. The airline had already told me they cannot act on an agency booking and that I must go through Gotogate. Neither party will put the request to the other. The agent also twice tried to frame my request as a voluntary cancellation "subject to fare rules", which would have wiped out any refund.

Support was polite but the process is designed to exhaust you: initial deflection, offers to transfer, and answers to questions I didn't ask instead of the ones I did. If your trip is disrupted, expect to do all the work yourself and to document everything in writing.

They don’t even deserve 1 star. ⭐❌ This has been the worst customer service experience we have ever encountered.

What made it worse was the repeated empty promises and misleading assurances from the customer service team. We were overcharged for our flight tickets, yet instead of providing a proper resolution, we were repeatedly given promises that were never fulfilled.

When we tried to call back for an update, another customer service representative actually hung up on us, claiming that we were “emotional.” 😡

Being frustrated over being overcharged and receiving poor service does NOT justify hanging up on a customer.

This is our first encounter with such an unprofessional and disappointing service. We expected transparency, accountability and proper customer care, but unfortunately received none of these.

I selected Gotogate to book my flight to Barcelona as the fare offered was significantly lower than those available on other platforms. The total amount displayed at the time of booking was S$4,073.71.

During the payment confirmation process, I unexpectedly received two OTP requests. At that time, I did not suspect any issue. Shortly thereafter, I received two confirmation emails from Gotogate and was surprised to find that I had been charged S$4,883.17 instead of the agreed amount of S$4,073.71, resulting in an overcharge of S$809.46.

Definitely an experience we will not forget—and one we would not recommend to others.

This is my 100th time on the phone with Gotogate. I have been following up on my late husband's air ticket refund. The agents talk well and seem like they are going to help but nothing is being done. I personally called jetstar and indigo and had the refunds processed. However, one refund has come into my account but the refunds from indigo has not hit my account and it has been a month. indigo confirmed they processed the refund on the 13th and it would take at the most 48 hours for the agency to receive it. I have called the agency last week and was assured that that agent would personally deal with it and ensure the funds are put into my account. now again i spoke to an agent and he too is assuring me that he will take care of the complaint. I will never purchase a ticket from go to gate again as their lack of customer service is horrendous. Imagine I have lost my husband and to get the money back I am literally going from pillar to post. disgusting service.

Would give zero stars if I could. Flight was cancelled in April and still haven't got my refund, Go to gate has scammed me and kept the money. Have contacted customer service at least 30 times by email and they keep ignoring me. Phone number is disconnected. DO NOT USE THIS WEBSITE