Gotogate (www.gotogate.com) has a 1.7 out of 5 rating on OK.one, based on 204 user reviews collected here. It is listed under Travel & Vacation and its reputation is poor. 79% of reviews are 1 star, a relatively high share; The business has replied to 78% of negative reviews. Last updated 2026-08-10.
Worst Customer Service Ever – Absolute Silence While Withholding Money for 4 Passengers!
I have never experienced such shocking, unprofessional, and non-existent customer service in my life. If I could give Gotogate zero stars, I would.
Our family booking for 4 passengers ( has been completely mishandled. Due to an unexpected delay with a pending travel visa/ETA, I contacted Gotogate well in advance of our flight to proactively seek options—either to cancel the booking for a refund or to convert our tickets into open travel vouchers.
Instead of helping a customer in distress, Gotogate has subjected us to absolute silence. They completely ignore urgent emails, provide zero answers, and refuse to communicate. To make matters worse, the Saudi Airlines flight we were booked on was severely delayed by 2 hours (rescheduled from 02:20 to 03:20, and didn't take off until 04:20), which would have caused us to miss our critical connecting flight to Toronto anyway.
Even with the airline's own massive operational failures, Gotogate refuses to step up as the booking agent. They are trying to force us into a "No-Show" status just to steal our money, or trap us into paying outrageous, unaccepted changeover fees.
Do not trust this company. They take your money instantly, but the moment a flight gets delayed or you need urgent support, they vanish. I am now forced to escalate this directly to aviation consumer protection authorities and initiate a credit card chargeback with my bank for services not rendered.
Gotogate, respond to my emails immediately and resolve our booking!
Reply from Gotogate2026-07-15
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.
This company has taken my money, cancelled MY flight and then NOT refunded me. I called and spoke to an an 'advisor' named "John" who barely spoke English, talked over the top of me, fobbed me off with lies about payments and then out the phone down on me. What a disgrace! I will making an official complaint to the ombudsman, going to the press and suing this scam of a company. AVOID AT ALL COSTS!!!!!
Reply from Gotogate2026-07-14
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.
Scurrilous - Fully flexible ticket changed into an unusable booking with no baggage
Scurrilous - Fully flexible ticket changed into an unusable booking with no baggage
I booked through Booking.com and the booking was handled by GoToGate. My experience was appalling.
I had purchased a fully flexible flight. When I asked for the booking to be changed, GoToGate failed to reproduce the essential terms of the original booking and issued replacement travel without checked baggage. This was not a minor detail: we were travelling internationally and could not take the flight without luggage.
I explained the problem repeatedly to multiple agents. I was passed from person to person, given conflicting information and repeatedly told that a supervisor was dealing with it. Nothing meaningful happened. The agents apologised, but they did not fix the booking, provide a clear written resolution or explain how compensation would be handled.
The most frustrating part was being assured that the matter was receiving urgent attention when, in practice, the problem remained unresolved. We were left facing the cost and disruption of buying different flights because GoToGate had failed to provide a usable replacement booking.
This was not simply poor customer service. It was a failure to deliver the travel arrangement we had paid for, followed by hours of delay, contradictory advice and empty assurances.
Booking.com should take greater responsibility for the third-party agents operating through its platform. Customers may believe they are booking with a trusted global company, but when something goes wrong, they can find themselves dealing with an intermediary that appears unable or unwilling to resolve even a fundamental ticketing error.
My advice is simple: do not use GoToGate for expensive, international or flexible travel. Book directly with the airline. Any apparent saving is not worth the risk, stress or potential additional cost.
Rating: negative stars unavailable
Reply from Gotogate2026-07-19
Hello Christine Harris-Smyth,
As you have failed to provide us with a valid booking code in the private section of the review, we are unable to locate your booking in our system and see what truly happened.
Best Regards,
Gotogate.com
If you ever have a problem with your booking, be prepared to spend months chasing with little to no progress.
I booked my Qatar Airways ticket through GoToGate. During the Middle East crisis, Qatar Airways cancelled my return flight. They rebooked me onto another flight, which was then cancelled again. With no reliable way of getting home, I had to purchase another flight myself at additional cost.
Qatar Airways publicly announced that affected passengers could request refunds for the unused value of their ticket, so I submitted my refund request through GoToGate as instructed.
Since then, this has been one of the most frustrating customer service experiences I have ever dealt with.
After weeks of waiting, I was offered a refund figure that appeared to bear no resemblance to the unused value of my ticket. I requested a fare breakdown so I could understand how the amount had been calculated.
That request has now been outstanding for almost two months.
Every time I call GoToGate, I hear the same response:
“We’re waiting for Qatar Airways.”
I’m told they will chase the airline and update me.
They never do.
Weeks go by with complete silence until I contact them again myself, only to receive the exact same answer.
Meanwhile, Qatar Airways tells me to deal with GoToGate because they issued the ticket.
The result is that neither company accepts ownership, while I remain without a refund, without an explanation and without any meaningful updates.
I appreciate that GoToGate cannot control Qatar Airways’ internal processes. What they can control is how they communicate with their customers and how they escalate unresolved cases. On both counts, they have failed.
No customer should have to spend months repeatedly calling just to receive basic information about their own refund.
I will be taking this matter further if it continues to be ignored.
Reply from Gotogate2026-07-08
"Hello,
Please note that Trustpilot is not an functional customer support channel for our company, and it is merely for reviews for already delivered service.
Kindly contact us via the provided contact channels that you can find on our official website.
Best regards,
Gotogate"
