GoToGate - Extremely Poor Handling of Refund & Compensation After Flight Cancellation I had one of the worst travel booking experiences with GoToGate after a return flight cancellation. I booked return flights (Manchester → Dhaka) through GoToGate and paid £1,216.99. The outbound flight was fine, but the return flight was cancelled with only two days’ notice. The alternative rebooking offered included a 15+ hour layover, which was completely impractical compared to the original itinerary. When I declined the rebooking and requested a refund: • Only a partial refund (£524.13) was issued, with no transparent calculation or explanation for how it was determined • Communication from GoToGate was slow, repetitive, and template-based • GoToGate repeatedly blamed “airline reimbursement” without actively helping to resolve the issue • No meaningful guidance was provided on passenger rights or regulatory compensation entitlements I filed a complaint with the Saudi aviation regulator (GACA), who explicitly instructed Saudia Airlines to pay compensation under their Passenger Rights Regulations (Article 12(6/b)). Instead of cash compensation, Saudia and GoToGate pushed a 559 SAR voucher — far below what was owed and not in cash as the regulation implies. Customer service was frustratingly evasive. Their responses seemed intent on deflecting rather than solving the issue, often focusing on the fact that a bank chargeback was involved instead of the core problem. Overall, this experience was unprofessional and stressful. I would not recommend GoToGate if your travel plans change, as they appear unwilling to assist in securing fair refunds or compensation on behalf of their customers.
Дата опыта: 21 September, 2025