Seat upgrade not provided and refund refused I booked return flights through Booking.com, with the booking fulfilled by Gotogate, and paid extra for an upgraded seat with additional legroom on my return flight with Philippine Airlines. While in the Philippines I realised my return flight date was incorrect, so I contacted the airline directly and paid approximately $600 in change fees to move the return flight by one day. No other changes were made to the booking. When I boarded the flight home, I discovered that my seat had been changed to a standard seat one row behind the extra legroom seat I had originally paid for. My itinerary still reflected the upgraded seat, and the seat itself was available on the aircraft. After returning home I contacted Philippine Airlines and was advised that a refund for the seat upgrade would be processed. As the ticket was issued through a travel agent, they instructed me to contact Gotogate to arrange the refund. After multiple follow-ups, Gotogate eventually responded saying they would not issue a refund because the flight date change meant they could not guarantee the same seat. However, the seat upgrade I paid for was not provided. This experience has been extremely frustrating, particularly as I paid additional fees to amend the flight and followed the airline’s instructions to contact the travel agent regarding the refund. I feel caught between the airline and the booking agent, with neither willing to take responsibility for a service that was paid for but not delivered. I would appreciate the company reviewing this case and honouring the refund that was confirmed by the airline.
תאריך החוויה: 06 November, 2025