Gotogate Reviews

meltem 2026.03.27

     

If I could give negatif -10 stars, I would I strongly advise against using GoToGate. Due to a pilot strike, my flights were affected. I clearly stated that my priority was to have my flights changed/rebooked, and only if that was not possible, I would consider cancellation. However, GoToGate proceeded directly with cancellation instead of trying to fix the itinerary. Even worse, although I personally managed to resolve the situation by contacting the airlines directly, GoToGate continuously interfered and disrupted the process, creating further confusion and instability in my booking. Their customer support was inconsistent and unhelpful, with different agents providing conflicting information and no clear resolution. Additionally, the baggage allowance included in my original booking (2 x 23 kg per passenger) turned out to be incorrect. At the airport, I was forced to pay approximately $100 per person for checked baggage, which should have been properly handled and clearly communicated. Overall, this experience caused unnecessary stress, extra costs, and serious inconvenience during an international trip with my child. I have initiated a formal complaint and chargeback process. Avoid this company.
Date of experience: 13 March, 2026

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IOANNIS GRIGORIADIS 2026.03.25

     

Extremely poor service experience The experience with Gotogate was extremely frustrating. When our airline canceled our return flight from Japan, the airline itself offered a free flight change. However, handling this through Gotogate turned into a nightmare. It took three months of daily phone calls and emails to complete a simple change due to poor management and unhelpful customer service. We faced conflicting information from different representatives, with no accountability or progress. The disorganization and lack of professionalism made the process unnecessarily stressful and time-consuming. I would strongly caution against using their services.

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Ronny Picek 2026.03.17

     

Absolutely Horrible Experience – Never Again! I booked a flight with Go To Gate from Auckland to Turkey, but they decided to cancel it for "technical reasons" without any real explanation. This comes after my flight from Auckland to Amsterdam via Qatar was already cancelled TWICE by a different airline. I’ve been waiting and hoping to finally visit my family, and now this. They cancel my flight at the last minute, send me my money back as quickly as possible, and that’s it – no real apology, no solutions, nothing. I’ve already incurred costs for this booking – I paid for an American visa, a flight from Istanbul to Amsterdam, a hostel in Istanbul, and a bus ticket to Auckland airport. I did everything right, but Go To Gate couldn’t care less. When I contacted customer service, they just repeated that they refunded my money and refused to do anything else. No empathy. No assistance. Just “book a new flight” and “we’ve done our part” – as if they couldn’t care less about my situation. It’s absolutely disgraceful. Especially with the current tensions in the Middle East, I expected some human decency. But this? This is a complete lack of respect for your customers. Never again. Stay far, far away from this company.
Date of experience: 17 March, 2026

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Cherise 2026.03.16

     

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.
Date of experience: 06 November, 2025

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ture pontén 2026.03.05

     

avoid impossible to contact customer service
Date of experience: 05 March, 2026

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Roham 2026.02.27

     

Be aware of the service fee even with free cancellation Avoid Gotogate! I booked a ticket via Gotogate with Turkish Airlines that had free cancellation according to the airline’s policy. Gotogate charged me a €40 “service fee”!!! First of all I had to talk to the support staff otherwise I coudln't get my money back, then I cancelled, the airline refunded as promised! but Gotogate kept the €40 for “service,” even though no service was provided beyond clicking the same buttons I could click myself on the airline website. This feels misleading: you pay extra, and when things go wrong, the agency hides behind “policy” instead of helping. Lesson learned: book directly with airlines or look at the ratings! in this case unfurtunately I had no choice to choose them.(Because my departure was from Iran and the internet blockage didn't allow to choose websites freely!) I will never use Gotogate again and don’t recommend them to anyone.
Date of experience: 14 February, 2026

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Abdulla Al Aradi 2026.02.27

     

AVOID AT ALL COSTS, NOT WORTH ANY SAVINGS YOU MIGHT GET Gave us tickets with wrong names (not matching what I entered in GoToGate) and airline made us pay the airline amendment fee. Support is nearly non-existent and incredibly unhelpful not to mention a concerning lack of comprehension, I clearly described the situation and what I wanted to them multiple times but agent still did not understand, and they make you jump through hoops just to reach any sort of support, with a lot of hidden links and forms. Not worth the hassle at all, just buy directly with the airline and save yourself the headache.
Date of experience: 09 February, 2026

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RH 2026.02.25

     

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.
Date of experience: 21 September, 2025

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David Kocsis 2026.02.10

     

THE WORST! THE WORST platform to buy a flight ticket. They would NEVER refund you even tho it's illegal. Support representative is rude, unhelpful and they always find excuses why they can't refund you! THE WORST EXPERIENCE EVER!
Date of experience: 10 February, 2026

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Damir Pavlović 2026.01.30

     

Impossible to change flex ticket I didn't book my flight through Gotogate but Booking, but Booking used them as a 3rd party provider, which, to my knowledge, wasn't mentioned anywhere? I paid extra for a flexible ticket so that I can change my flight if needed. For 7 days now I've been trying to have my flight changed, without success. All the agents use the same script of empty promises "we'll come back to you as soon as possible" etc. To my requests to have this escalated,again empty promises and no-reply emails with claims that their supervisors "tried contacting me" - my phone shows no records whatsoever of anyone trying to contact me. As Booking/Gotogate are considered "travel agencies" one cannot have the flight changed by directly contacting the issuing airline. Having a flight changed takes literally a few minutes, therefore Gotogate's inability to do so is not justified. I do not recommend using this provider.
Date of experience: 30 January, 2026

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Pratheep Selvaratnam 2026.01.26

     

Stay Away from Gotogate Scammers I had a very frustrating experience with this agency. I specifically paid extra for flexible tickets, but discovered later that they had booked me on non-changeable fares with the airline. When I needed to change my dates, I was forced to buy a brand new ticket at full price, meaning I paid twice for the same trip. The only redeeming quality is that they are very responsive and answer the phone every time you call.
Date of experience: 12 January, 2026

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Aamir Zindani 2026.01.16

     

They are fraud This website is fraud they took the money out of my account then the prices went up and they cancel my booking saying airline didn't except my payment this is crazy then why they took the money out of my account and now I have to waiting for 24 hours or more for money to get back in my account, and it took them 24 hours to let me know they have cancelled my booking, don't use this website they are fraud they will leave you in bad situation, now I have booked all my hotels and all this is crazy
Date of experience: 15 January, 2026

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rik tromp 2026.01.02

     

bad treatment of customers Go to Gate made a flight change ten days before departure without my consent, which would have resulted in a delay of more than 6 hours. Based on this, Go to Gate confirmed that my return flight could be canceled with a 100% refund. So far, however, I have only received part of the amount, and the remaining balance has been pending for over a month. I have been repeatedly assured that the full refund would follow, but in practice, I only receive standard responses stating that my case is “being processed.” There is no visible progress, and agreed-upon arrangements are not being honored. This is beginning to give the impression of fraud. Very disappointing customer service and an unreliable handling of refunds. Exercise extreme caution when booking through this company.
Date of experience: 30 November, 2025

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David 2025.12.23

     

AVOID AVOID AVOID GTG. Skyscanner is GREAT - we use it for dozens of flights a year. BUT they need to be aware / take action about truly AWFUL agents that they recommend for the tickets. Case in point GO TO GATE. Skyscanner lists these people as a reliable supply, giving several stars & reassuring services. NOT IN MY EXPERIENCE!!! The ONLY way any customer would give even * for these people is if they never have to contact them after booking! It's near impossible to get CS. 1 Customer "NO Service" ONLY has NO-REPLY emails. 2 They DO NOT give you a phone number in your destination country. Useless when I've arrived on the other side of the world. 3 The "chat service" guy was nice but had no clue 4 Unlike others, they DO NOT have ANY dedicated contact lines for Business / First Class passengers. 5 So when you do try to phone about your €5000 ticket - at roaming charges of ££ a minute - you sit on the line TWENTY-PLUS mins in the queue with everyone else's $100 query. 6 When you finally are connected, they listen & promise to sort out your issue (I merely wanted to change the date of a flight) then NOTHING HAPPENS. 7 The airline had already told me "No Problem, probably No Charge on your €5000 class". 8 FIVE times over 3 days I called CRAP TO GATE. EACH time I had to give them the same info. ONLY when I started asking for Manager's names and being assertive instead of polite did I finally get this simple change made. Many hours £ wasted over 3 days! 9 and the kicker then was that GTG (not the airline) charged me ONE THOUSAND EUROS! 10 now I look on the Net and I see MANY MANY similar tirades about GTG. Sites like skyscanner should ONLY include agents whose: 1 advertised services they have checked EXIST 2 that the agent does not have a record of serious complaints from serious people. Of course, skyscanner works on commission. Well, guess what, don't expect ANY of my people to use you again unless & until you take action against mis-representing agents. That's tens of thousands in tickets a year you're losing. Thank you
Date of experience: 05 December, 2025

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Gloria Merendino 2025.12.21

     

TERRIBLE Experience!!!! I recently had a very serious issue with Gotogate after a delayed flight made my connection impossible. The connection was covered, and I was told multiple times by customer service that I would be rebooked on a direct flight the next morning. That confirmation never arrived. From the afternoon until 1:30 AM, I made countless phone calls, sent emails, and used the chat. Every time, I was told “this is not the correct department” and transferred again, with no one taking responsibility. Because of this, I lost the only direct flight available and had to postpone my trip by three days, with zero support and no solution. If everything goes perfectly, you might be fine. But if anything goes wrong, you are completely on your own. I strongly recommend to never use this agency Gotogate.
Date of experience: 20 December, 2025

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Yuval Weissman 2025.11.24

     

One of the flights got canceled One of the flights got canceled and i am trying to re the refund for it for months no help and no response
Date of experience: 24 October, 2025

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kurt 2025.11.23

     

refund We booked a flight with emergency exit seats, so we had extra legroom. Three days before our return flight, Lufthansa informed us that our seats had been changed to a regular seat. We paid €248 for it, and Go To Gate refused to refund it. They referred us to Lufthansa. They asked for our booking number, which we didn't have, and no one helped.
Date of experience: 22 November, 2025

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Philip Setton 2025.10.28

     

Scum. Utter Scum. After a death in the family, I requested a refund for an upcoming trip a they claimed they submitted the paperwork on my behalf to the airline. They then said the refund had been refused. When I contacted the airline it was approved within hours. They dragged their feet at every stage and they made me fight tooth and nail for no reason to get what I was owed. When I pointed this out to them, they made no attempt to change and tried to buy me off.
Date of experience: 28 October, 2025

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Giacinto De Paris 2025.10.22

     

Worst Customer Care experience I've ever had I paid for three additional pieces of checked baggage for two different flight bookings but they weren't added. I called customer care and they asked me to provide proof of payment (and this is already ridiculous). I did it but still nothing happened. This can persecuted as illegitimate appropriation of my money without providing the requested service. Customer care operators are totally incompetent and not able to help in any way. I spent money and time to call them explaining all details but no action was taken. Worst experience ever!!!
Date of experience: 22 October, 2025

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Jennifer 2025.10.08

     

Scammers Made a booking I'm a frequent traveller so I know how important correct details of travellers. Always mindful and checking spelling and numbers. Today entered my details only to see on the email confirmation with the wrong spelling!!!!! Just few seconds on finding this out quickly tried to contact GOtOGate who are not helpful at all. And was advised to contact airlines...transaction was only few minutes old! Stay well away from this booking agency you are not going to save but instead lose your money!!!!!!
Date of experience: 08 October, 2025

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