Gotogate

Like it was made to ruin your day

Worst service of any website I have ever experienced, had to use this awful piece of *** via Booking.com and it made the entire experiece worse

I will never use Gotogate again

I will never use Gotogate again. It is absolutely incredible that the authorities don't stop them. They are outright stealing from people.

Appallingly bad experience! Save your money!!

UPDATE: Even the autoreply to my post is irrelevant and ignorant, don’t waste your money on this scam, unfortunately 0 stars are not possible. Original post: Booked fast track for a nice and fast way to go on vacation. GoToGate failed miserably to provide any service whatsoever on the outbound flight. As customers only receive the fasttrack info 3 hours before departure most are already at the airport and unable to make alternative arrangements. But their AI chatbot offered “lots of sympathy for my situation and sincere apologies” We were promised that everything checked out and we would experience no problems on our return flight. Lo and behold, GoToGate again failed miserably in providing anything else than lots of AI “sympathy for my situation and sincere apologies” We are now fighting to get our money back due to “technical difficulties” Sure. Save your money, just choose any other company that offers the same service.

Web site was easy to use

Web site was easy to use. We made our reservation quickly. But the price at the end was different. We paid approximately 100$ more. Found the tickets at skyscanner and came to gotogate for buying. I didnt like to pay more but i was affraid if i go back and cant find the tickets so i paid. But i am very disappointed about this issue.

This is the first time am using it my…

This is the first time am using it my flight is on 18 th August 2026 from Zambia ndola international airport to Canada Toronto international airport and have received the receipt and order number now I don't know when I will receive the airline ticket since I made my payments on 28th july 2029.

Never trust GO TO GATE

I would strongly advise everyone to avoid booking through GoToGate. A close friend of mine had a terrible experience with them. The customer service was completely unprofessional, with different agents giving different information every time they called. One representative would promise one thing, while another would later deny it. Even after taking additional payment for a rescheduling request, they failed to provide the promised service. Instead, they kept delaying the case and eventually changed their response, leaving the customer frustrated and without a proper solution. What is even more concerning is that they issued a ticket for a flight that was already fully booked, creating unnecessary stress and inconvenience. This should never happen with a professional travel agency. Their communication is poor, their handling of customer issues is disappointing, and they do not seem to take responsibility when problems arise. Based on what I witnessed, I would never trust GoToGate with my travel plans. If you value your time, money, and peace of mind, book directly with the airline or use a more reliable travel agency.

Formal Complaint and Request for Resolution – Order No. 1141-359-880

Order No. 1141-359-880 Dear GoToGate Customer Relations, I am writing to formally complain about the handling of my booking (Order No. 1141-359-880) and to request a fair resolution. Throughout this case, I received conflicting information from multiple customer service agents. Every time I contacted your support team, I was given a different answer, making it impossible to understand the actual status of my booking. After several days of waiting, I finally received a call from a supervisor named Aryan. Initially, he informed me that a refund was not possible. After discussing my case further, he stated that he had spoken with the airline and that my rescheduling request had been accepted. Based on this confirmation, I was asked to pay an additional fee, which I did in good faith. However, after waiting for the promised callback, I had to contact your support team again. I was repeatedly told to wait another 48 hours. When the supervisor eventually contacted me, he completely changed his previous statement and informed me that the airline had rejected the rescheduling request. I asked why I had been asked to pay an additional fee if the rescheduling had not actually been approved. I did not receive a satisfactory explanation. This sequence of events raises serious concerns about the accuracy of the information provided by your staff and the handling of my payment. In addition, I understand that my ticket was issued for a flight that was already fully booked. If this is correct, it represents a serious booking issue that caused significant inconvenience, stress, and disruption to my travel plans. As a customer, I acted in good faith, relied on the information provided by your representatives, and paid the requested charges. I believe I have been treated unfairly due to inconsistent communication and poor case management. I respectfully request that GoToGate: * Conduct a full investigation into my case. * Review the recordings and notes of all calls related to my booking. * Explain why I was asked to pay an additional fee based on information that was later reversed. * Provide an appropriate refund or another fair resolution without further delay. If this matter cannot be resolved promptly, I will have no option but to escalate my complaint to the relevant consumer protection authorities and pursue all available avenues for resolution. I look forward to your prompt response. Sincerely, Syed Nisar Order No. 1141-359-880

Worst service by GO TO GATE

I would strongly advise travelers to think carefully before booking through GoToGate. A close friend of mine recently had a very disappointing experience with the company. Throughout the process, the customer service was inconsistent and unprofessional. Different agents provided conflicting information, with one representative making promises that another later denied. My friend was also asked to pay additional charges for a flight rescheduling request, but the promised service was never delivered. Instead, the case was repeatedly delayed, and the responses kept changing, leaving them frustrated and without a satisfactory resolution. What was even more concerning was that a ticket was reportedly issued for a flight that was already fully booked, causing unnecessary stress, confusion, and inconvenience. Situations like this should be handled much more responsibly by any travel agency. Based on what I witnessed, the communication was poor, the customer support lacked accountability, and the overall handling of the situation was extremely disappointing. If you value your time, money, and peace of mind, consider booking directly with the airline or using a travel agency with a stronger reputation for customer service.

**Family holiday ruined after more than…

**Family holiday ruined after more than 20 days of failed support** Our family of five was due to fly with Air China on 2 August 2026 through a booking made via Booking.com. We fully acknowledge that we accidentally entered one passenger’s name incorrectly when making the booking. Just **one letter was missing**. That initial mistake was ours. However, we reported it more than 20 days before departure and spent the following weeks doing everything Booking.com asked us to do to have it corrected. What followed was one of the worst customer service experiences we have ever had. We completed approximately 13 online chats and made around six telephone calls. We were repeatedly told that the case had been escalated, prioritised and passed to a dedicated team. At different points, we were promised that the corrected ticket would be issued within two hours, then ten minutes, and then another two hours. It never arrived. The corrected e-ticket was not issued, the passenger’s itinerary did not appear properly in the Air China system, and another passenger’s date of birth was also incorrect. We never received clear written confirmation that all five of us held valid and complete tickets or that we could safely check in and travel together. The day before departure, we formally requested cancellation for all five passengers because the issue remained unresolved. Booking.com then said they could not process the cancellation because the case had already been escalated and they were still waiting for the airline. In other words, their own internal escalation was then used as the reason they could not action our cancellation. On the day of departure, my husband contacted what was presented as the formal complaints chat. The agent told him there was no process for making a formal complaint through that channel and gave him an email address to use instead. The agent then ended the chat before he could respond. We emailed the exact address provided and received an automated reply stating that the address does not handle complaints. You honestly could not make this up. We are now left without our family holiday, without a confirmed refund decision and with additional losses of £894 for kennel and cattery arrangements and £500 for pre-arranged taxi transport. We have not been offered a refund, compensation or any meaningful resolution. We do not want flight credit or vouchers. We require a full monetary refund to the original payment method. The most frustrating part is not the original booking error. We accept responsibility for that. The issue is that a name correction involving one missing letter was still not resolved after more than 20 days, approximately 13 chats and six telephone calls. We were repeatedly given promises that did not materialise, passed between teams and left without any clear or functioning complaints process when things went seriously wrong. We have retained the chat transcripts, call history and evidence showing that we were directed to an email address that does not accept complaints. We are now seeking legal advice and will consider recovering our losses through the small claims court if necessary. I would strongly caution anyone booking flights through Booking.com to think very carefully. When something goes wrong, you may find yourself trapped between Booking.com, GoToGate and the airline, with nobody willing to take clear responsibility.

Pirates

A scam! During the payment process we are requested to pay higher fees!

Refund issue

Involuntary schedule change, refund refused for weeks I booked a Gulf Air flight through Gotogate (Order No. 1134-433-309) for my wife and our infant daughter. Gulf Air changed the schedule, increasing our layover in Bahrain from 40 minutes to about 17.5 hours and delaying our arrival in Chennai by a full day. I contacted Gotogate immediately and sent them the airline's official schedule-change email. Their first response was that their "system is not updated" and that there was no change on record - despite the airline's own confirmation. One of their chat agents, Farhan S., later checked the booking and confirmed in writing that the airline had indeed changed the flight. Even after that admission, no refund was processed. Since then I have spent hours in chat queues, been told repeatedly to "wait," and gotten no case number or refund timeline. This is for a significant, involuntary schedule change with a full day's delay, travelling with an infant - something that should qualify for a straightforward refund. I've had to escalate this through a bank chargeback and a BBB complaint because Gotogate's own support has been unwilling to act on evidence they themselves confirmed. Would not recommend booking through Gotogate if there's any chance your flight schedule changes.

They are scammers and will not deliver on their promises

This is the worst travel agency they’re scammers, I have been fighting for my refunds for almost 6 months now and they have refused to refund me saying that emirate has not released the funds. Imagine withholding a first class ticket refunds for over 6 months. Guys please never work with them, they’re scammers and untrustworthy.

Its easy to book and cheaper

Mathias Hedlund, CEO of Gotogate, is a scammer who belongs in jail

Gotogate under CEO Mathias Hedlund is a deliberate scam built to steal customer money: my flight was completely cancelled by the airline with no replacement offered, the airline confirmed they fully refunded Gotogate, yet Gotogate kept every cent and refused to return it while inventing endless delays and excuses. Mathias Hedlund runs an operation that systematically intercepts airline refunds and pockets the funds that belong to passengers. He is a scammer who belongs in jail for turning cancelled flights into a profit center by stealing money from customers.

A textbook service failure, handled with rudeness and zero accountability

I booked a flight to Reykjavík through Booking.com. The airline cancelled the flight on 16 June, 2 weeks before the departure! I was never informed. The app kept showing the booking as CONFIRMED, so I travelled to the airport for a flight that had not existed for 2 weeks. Only once things went wrong did I discover that the booking was actually handled behind the scenes by a partner agency, Gotogate, something I was never clearly aware of when I paid. At the airport the airline could not help me because the booking came through this agent, and pointed me back to them. Support then sent me through a chain of call-centre agents, dropped calls, and repeated procedures, before escalating me to a supposedly specialised team for cases like this. That “specialised” agent refused any assistance, offered no alternative, and kept repeating it was the airline’s problem. Nobody took responsibility. Two failures stand out. First, the systems are siloed: my passenger details were apparently never passed to the airline, which is why I received no cancellation notice. Second, and worse, the human touchpoint was appalling. The agent was rude and intimidating, completely unable to manage an obvious service failure, and in the end closed the chat himself without offering a single solution. I was ultimately rebooked by the airline directly, not by the agent I had actually paid. Their only contribution to a crisis they caused was to waste my time, pass me around, and intimidate me. I was left to fund an airport hotel and transfers myself. Booking through a big-name platform bought me precisely nothing when it mattered. Avoid unless you are comfortable being abandoned the moment something goes wrong.

"Customer Service" - What a Joke!

"Customer service"? A thundering disgrace more like! Very, very efficient at taking your money and making false promises and reassurances, and then? Then, you find out that all they care about is getting your cash. A functioning app? NO! Boarding passes for interconnecting flights? NO! (Which means YOU have to get paper passes issued at whatever cost-penalties the airline chooses). Responding to 'URGENT' emails? NO! Responding to an urgent message that someone calls you? NO! All blather and bullsh*t I'm afraid. Avoid, avoid, avoid!

I would have given them 0 stars if I…

I would have given them 0 stars if I could. Their customer service is a joke. Every time you call, they promise that the issue will be resolved and that you will receive a confirmation email, but nothing ever happens. When you call again the next day, the new agent acts as if they have no idea what you are talking about and gives you other promises. After several months, my flight was cancelled, not booked, or whatever happened (I honestly do not even know whether they booked it in the first place). They kept telling me that my refund would be processed within 10 to 15 business days, but the refund never arrived. Eventually, they stopped answering my calls, almost as if they had blocked my number. Please avoid!

1200€ As you say you do not have the booking…

I do not have the original Gotogate booking reference anymore, but I have provided clear documentary evidence from the airline confirming what happened. Aeroflot confirmed by email that my e-voucher No. 7685257894 had been blocked so that the refund for my unused ticket No. 5559466035811 could be processed due to the COVID-19 cancellation. The airline also confirmed that the ticket status was EXCH (OK) and specifically instructed me to contact the agency where the original ticket was purchased, because the agency had to request authorisation from PJSC “AEROFLOT-RUSSIAN AIRLINES” to process the refund via the BSP agency system. That agency was Gotogate. So this is not a case of me being unable to prove the booking existed. The airline itself confirmed that the refund had to be processed by the agency. The issue is that Gotogate failed to process/return the money properly and kept avoiding responsibility. The amount outstanding is approximately €1,200 for cancelled COVID-era flights. Please stop using the lack of an old booking reference as an excuse when the airline documentation clearly identifies the voucher, ticket and refund process. I am happy to provide the documentation again privately if you genuinely intend to resolve this.

Avoid GoToGate – Terrible Customer Service and No Accountability

I had one of the worst experiences I've ever had with an online travel agency. I accidentally made a duplicate booking and immediately contacted GoToGate for assistance. Instead of helping, they repeatedly told me to contact the airline. After spending hours speaking with the airline, the airline confirmed in writing that because the booking was made through GoToGate, only GoToGate can submit the refund request through their dedicated travel agency channels. I then went back to GoToGate with this evidence, only to continue being passed back and forth between them and the airline. Neither side initially took responsibility, and I have wasted an enormous amount of time chasing a refund that GoToGate should have handled from the beginning. Their customer service has been extremely frustrating, with generic responses instead of actually resolving the issue. As a customer, I expected GoToGate to represent me with the airline, not leave me to fight the issue alone. I would strongly advise anyone considering booking through GoToGate to think twice. If anything goes wrong, don't expect them to take ownership or provide meaningful support. Reply from Gotogate An hour ago Hello Daniel Vlad, 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. Regards, Gotogate.com Dear Gotogate, I understand that Trustpilot is not your customer support channel. However, the reason I left this review is because I have already tried to resolve this directly with your customer support. I contacted GoToGate immediately after discovering the duplicate booking. Your representatives repeatedly instructed me to contact the airline. After doing so, the airline confirmed in writing that, because the booking was made through GoToGate, only GoToGate can submit the refund request through its travel agency channels. Despite providing this information to your customer support, I continued to be redirected without my issue being addressed. This review reflects my experience with the support I received, not simply the outcome of my refund request. I remain willing to resolve this matter directly. If GoToGate is prepared to review my case and process the request with the airline, I would appreciate your assistance.

DO NOT USE GOTOGATE, THE WORSE EXPERIENCE EVER!!!!!!!!!!

I have never experienced customer service this bad. It's been 8 months, and I still haven't received my refund. Every time I contact Gotogate, I either get vague responses, empty promises, or no meaningful update at all. Keeping a customer's money for this long is completely unacceptable. If you promise a refund, you should process it within a reasonable timeframe, not make customers chase you for months. The lack of transparency, accountability, and urgency is extremely frustrating. I feel ignored and misled throughout this entire process. I would strongly advise anyone considering booking through Gotogate to think twice. If something goes wrong and you're owed a refund, be prepared for an incredibly long and stressful experience. Based on my experience, I cannot recommend this company. YOU WILL NEVER AND NEVER RECEIVE YOUR MONEY BACK.