Gotogate

Misleading, refund dishonesty

We had to change our flights due to family issues, and was told we would receive a part refund of $150 between two passengers, we spent 2 hours on the phone, which we thought was a fair out come, just a load of lies, we received two dollars and thirty three cents between us in may 2026, they had plenty of time to sell these seats again about 14 weeks in before we were going to travel, we were fed so much dishonesty, please buyer beware, I hate mentioning this but it's all true, avoid like the plague, such a bad company to deal with, for me and my wife we will never deal with this business again, we are trying to post this with upmost honesty and truth. And hope this helps you

Excellent Support

After losing my father in Nepal, I urgently booked a return flight from London Heathrow to Kathmandu, hoping to see him one last time. I later discovered that my passport needed at least six months’ validity, so I had no choice but to cancel my journey. At the time, I was deeply distressed and struggling to manage the cancellation. Anandita S. supported me with such warmth, humble, patience, kindness, and professionalism that she felt like a member of my own family. While I was already facing an unimaginable personal loss, she helped make a very difficult situation easier and ensured I received a partial refund. I could not leave feedback earlier because I was not in a state of mind to do so, and the link expired. I am truly grateful to GO TO GATE and especially to Anandita S. for their compassion and exceptional support. I cannot thank her enough.

Good service

Correct name at checkout, wrong ticket, then blame and delay

AVOID GOTOGATE. Two Icelandair tickets were booked through Booking.com. The checkout screen showed both passenger names correctly. After ticketing, Passenger 2 appeared with Passenger 1’s surname. We reported it with the checkout screenshot weeks before travel. Instead of correcting the name of the same passenger, Gotogate gave contradictory explanations, shifted responsibility between Booking.com, Gotogate and the airline, and repeatedly classified it as a prohibited “name change” even though no passenger substitution was requested. The affected passenger remained the same traveler and passport holder throughout. Gotogate claimed its system captured the name exactly as entered, but the only screenshot it later supplied showed a downstream backend record containing the wrong value. It did not show the original checkout input, timestamp, source or audit trail and could not rebut our contemporaneous checkout screenshot. Gotogate also suggested buying a new ticket or cancelling, transferring the cost and travel risk of the booking-process discrepancy to us. After weeks of chats, emails, missed deadlines, a GDPR data request and executive escalation, Gotogate finally reissued the ticket under the correct name on 4 August. Icelandair’s official system then confirmed the corrected passenger and both original flights. The eventual correction does not change this one-star rating. The speed of the final fix shows that the preceding weeks of contradictory explanations, unsupported blame and avoidable travel risk should never have happened. I will never use Gotogate again and strongly advise others to book directly with the airline.

Gotogate Refuses to Correct Its Own Mistake and Threatens to Block the Correction

Gotogate issued my flight booking with an incorrect passenger name, even though I had entered and carefully checked the correct name. They refused to correct their mistake and handled the issue irresponsibly. The airline confirmed that the name could be corrected, but Gotogate still refused to do so. Even worse, they threatened to misrepresent the correction as a “name change” to the airline so that our request would be rejected. This behaviour is appalling and completely unacceptable.

1 star

1 star. They double-charged me, then blamed the airline for three weeks. Their checkout told me my Apple Pay payment had failed and sent me back to pay again. I paid with a different card. Both payments went through. Two identical bookings, same passenger, same flights, three minutes apart. Their system error, my money. What followed was a masterclass in wearing a customer down. Every reply from their agents said the same thing: the airline's Waiver Department rejected the refund, the ticket is non-refundable, your only option is to cancel and get nothing back. Different names each time, identical script, weeks between responses. Not one of them engaged with the actual issue, which was never a fare rule. It was their payment system telling me a transaction failed when it had succeeded. So I contacted the airline directly. They reviewed it, approved the cancellation of the duplicate booking without any fees, and sent that approval to Gotogate. In writing. Gotogate kept telling me the airline had refused, and even suggested I go ask the airline myself for written authorisation. The authorisation had been sitting with them for three weeks. That is either an internal process so broken they cannot see what the airline sends them, or agents reading from a refusal script regardless of the facts. Neither is acceptable for a company holding thousands of euros of other people's money. Registered in Sweden, customer service outsourced far away, consumer somewhere in the middle with no practical route to a court. That gap is where this company operates. The bank chargeback is in progress. Book direct with the airline. The few euros you save here will cost you weeks of your life.

Terrible refund process

Flight was cancelled. Organised refund through the airline, but then had to separately deal with poor customer service of Gotogate to actually get my money back.

A typical example of GotoGate

Here's my experience.. the flight looks cheaper, so you go there to book, then you get weasel tricks like these (these were the prices in my experience) A) Limited carry on baggage of 3 kgs forcing you to upgrade baggage at a cost of $180 for 20kgs B) Forced to book seats at $80 each or you will be purposely allocated separated seating C) Onerous insurance with several escape clauses D) Ridiculous "upgrading" of services E) Nonsense fees for allowing a booking with reschedule F) So many more, I just ignored and clicked through uncountable other "fees and options" So I had to reschedule my flight, and guess what ?? The fees were more than the cost of abandoning the gotogate booking altogether I went directly to the airlines booking page and the basic flight was only a few dollars more AND there was no seat allocated "fee", 10kgs of carry on baggage, 20kgs baggage was less than ½ gotogate's charge and the flight van be changed for a very modest fee. Gotogate wanted over $1000 to change the flight, I abandoned it and just booked it on the airlines website. I did not tell them this because I know that they could cancel the flight and get a refund which they would keep

The worst app

The worst app, only to get more money out off everything, my logic fortunately stopped me before it was too late. Be careful

I travelled with go to gate

I travelled with go to gate for the first time and ordered 2 gluten-free meals. But I didn’t recieve any of them. I contacted costumer service as soon as I got to the hotel. They let me wait for 3 days with an email they would refund and cancell. So I could contact China Southern Airlines MYSELF?! I paid with Gotogate for the tickets and the meal right? I don’t want a refund I just want my gluten-free meal fixed. Not because of a chosen diet but because of a medical condition. Besides that I also need medicine with food. So it was a huge problem for me on the way there, and the are also creating a problem for me for the return. I think next time it’s best to book immediately with China Southern Airlines to make sure they will fix it for me. Let’s see where this goes.

User friendly

User friendly31/07/2026

An update to my previous reviews

An update to my previous reviews - I finally received my refund from GotoGate in the 3rd week of June after numerous calls and emails to the company including a couple to the CEO. Im still not sure why it took so long. I was bounced between GotoGate ( who told me they were awaiting authorisation for my refund from Gulf Air) and Gulf Air ( who insisted they had authorised the refund). Either way its not good enough. I have booked flights recently via SkyScanner and GotoGate have not appeared. Not sure why. Anyway my advice is DO NOT USE THEM. Their customer service is truly awful.

GotoGate owes my son NOK 29500

GotoGate owes my son NOK 29500, as they have not reimbursed him for 6 flight-tickets that they confirmed were cancelled in June 2026. They are claiming that the tickets were not cancelled with the airlines in the booking, although they themselves confirmed they had cancelled them and that he should wait for the refund of the tickets. They now seem to be planning make my 18 year old son pay the price for their own mistakes. I strongly recommend to not use this company. Book directly with the airlines!

Terrible experience, no responsibility taken

Terrible! Acknowledged the mistakes, stress caused etc, kept me waiting on and off for over an hour, only to sign post me to the airline! I booked through Booking.com, partnered with these and no compensation offered. No responsibility taken. Awful customer experience. Started very apologetic but actions speak louder than words. Having looked at the reviews, its not an isolated case, justa very poorly managed company!

Can you do negative stars

Can you do negative stars ? How this fraud of a company is able to keep operating is beyond me. I purchased ‘refundable’ tickets which, apparently are non refundable and travel insurance won’t pay out until these con artists have refunded. Total waste of time and space

Booking Reference

Booking Reference: 1112829230 This is exactly what they replied to me “Please note that Trustpilot is not a 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.” I have already done exactly that — hundreds of times! • I have called, emailed, used every form and channel they list. • Every time I get lies, delays, conflicting answers, empty promises, and agents who hang up on me. • All their staff work from the Philippines, using fake UK numbers, and treat customers with total disrespect. • They still hold over £2,500 of my money after 4+ months, and refuse to give it back. Their own official channels are the reason I am here — they do not work, they only exist to stall and lie. I will keep posting the truth here every single day, so no one else falls for their tricks. DO NOT BOOK WITH GOTOGATE.

Wanted £34 to change 1 letter on a name…

Wanted £34 to change 1 letter on a name less than 1 hour after booking made

no refund after a year

Gotogate cancelled my booking (Order 40-702288341) in July 2025 after a schedule change on my behalf, and confirmed in writing that the cancellation could not be reversed. I had to book and pay again with a separate agent to actually travel. The refund for the original booking has never arrived — over a year and more than ten follow-up emails later, I'm still told it's "being processed." If your booking goes smoothly, fine, but if you ever need a refund, be prepared to chase it indefinitely.

Terrible company

This was the first time i used these and will be the last time terrible service i am still waiting for my refund I have never had a problem with bookings.com but this firm is a scam the airline cancelled my flight 2 months ago so was expecting a quick refund but hey live and learn i will have to go through my cc.

Holding my refund since March! Booking 1120-683-227 — Refund sent to CLOSED account

I have been waiting for my refund since March 2026 for Booking ID: 1120-683-227. Gotogate attempted to process a refund to a bank account/card that was ALREADY CLOSED. My bank explicitly confirmed that the payment was REJECTED and bounced back to Gotogate's account months ago. However, support in chat ignores these facts and repeatedly tells me to "wait a bit longer" without escalating my ticket to the Billing Department or updating my payout details. I demand an immediate manual intervention from the Finance Team to update my IBAN and issue the payout. If this is not resolved promptly, I am filing formal complaints with ECC-Net (European Consumer Centre) and initiating a chargeback dispute through my bank.