They are borderline scammers
If you ever have the chance to deal with Gotogate—don’t. Stop immediately. They are, at best, borderline scammers.
I purchased four business-class tickets from them, only to realize afterward that two passengers’ given names and family names were swapped. I immediately requested a name change and paid an unreasonably high fee. While it was my oversight not to double-check the names, the real nightmare began afterward.
A month after making the request, and just a week before departure, I saw that the names still hadn’t been corrected. The chat agents were useless, repeating endlessly that it was “pending airline approval.” I started calling instead—only to be routed 70% of the time to a call center in India, and the rest to the Philippines or other countries in Asia. These agents had no direct line to the team that could actually reissue the ticket. Their only action was to “escalate” the case, and every agent gave me different answers: one promised resolution within 24–48 hours, another claimed the airline hadn’t approved it yet.
When I called the airline directly, they confirmed that only the ticket seller could make the change and told me to go back to Gotogate. After speaking with more than 50 agents, one finally discovered that Gotogate had received the airline’s waiver code three weeks earlier. This code allowed them to reprint the ticket without any airline fee—meaning their justification for charging me a high “name change fee” was false. Yet they had completely overlooked this information and kept telling me to wait.
I thought the ordeal was over once they had the waiver code, but the names still weren’t fixed until the day before departure. At 2 a.m. on the day of my flight, an agent in India called to say they couldn’t change the name in the system and advised me to cancel and request a refund—minus their refund fee, of course. Imagine the frustration. They could have fixed the issue three weeks earlier, but instead, on the day of departure, they told me to cancel.
In the end, I was fortunate to reach an airline manager who, as a huge favor, corrected the names on their end—something they normally wouldn’t do—though it meant complications for any future changes or cancellations.
If you run into any problem with Gotogate, abandon hope of resolving it through them. You will not succeed. The best strategy is simple: avoid them at all costs.
Date of experience: 22 July, 2025
Verified Company
