Gotogate

CS is very bad

CS is very bad. My flights delayed twice and the CS always let me contact airline company. They can do nothing at that moment. Also when I received delay message, their CS indicated everything looks normal from their side. Do NOT book with them!

Caution Do Not Book - Don’t use gotogate

Absolutely horrible customer service. They kept sending me back and forth between Gotogate and the airline without resolving anything. They terminated the chat without helping or even trying to find a solution. Completely unacceptable service. Do not use

Complete lack of communication. Avoid this agency at all costs!

I booked my flights 8 months in advance. 40 to 48 hours before my flight, online check-in failed. I tried again 18 hours before departure and still could not check in. Over the next several hours, I contacted Gotogate’s live chat support five separate times (at 15:15, 17:40, 18:40, 19:00, and 20:30). Each time, they offered zero helpful information, repeatedly giving me the same copy-paste answer: "We will let you know when we have an update." With only 12 hours left until my flight and getting nowhere with Gotogate, I took matters into my own hands and contacted the airline, Pegasus, directly. Within minutes, Pegasus informed me that the flight had been completely cancelled. Gotogate failed to discover this, failed to notify me, and failed to update my itinerary. When I asked Gotogate why a customer could find this out but their support team couldn't, they simply told me to "calm down." If I hadn't pushed for answers for hours, I would have shown up at the airport tomorrow with no flight because Gotogate did not do their job. To make matters worse, they then tried to blame the airline for their own communication failure. Do yourself a favor and avoid, avoid, avoid!

Booking Reference

Booking Reference: 1112829230 This is how they treat customers who refuse to be ignored: they claim they “responded properly” and say they will no longer answer or address the issue. This is exactly what they replied: “We do take feedback seriously. Please note that we have responded properly to all of your requests. However, repeated requests for the same issue will not be answered. As it is understandable, further reviews will not alter the outcome of your request.” Let me state the facts clearly: • You have NOT responded properly — you have given lies, delays, empty promises, and kept £2,500 of my money for over 4 months. • You are refusing to answer because you know you are in the wrong and have no valid excuse. • I will keep posting the truth so everyone sees how you silence customers instead of doing the right thing. You can stop replying to me, but you cannot hide the truth. DO NOT BOOK WITH GOTOGATE — they will take your money, refuse to refund you, and then refuse to speak to you at all.

Seven months of chasing a refund- AVOID this company

Seven months of chasing a refund. Multiple escalations, repeated requests for documents I've already supplied, and endless "it's under review" responses. Gotogate acknowledged receiving my paperwork, then continued to ask for it again months later. The matter remains unresolved and has delayed my travel insurance claim. Customer service appears designed to wear customers down rather than resolve issues. I will never, ever use this company again. AVOID THEM AT ALL COSTS

Less than 1 star!!!

If you could give less than one star I would. Flight cancelled by AirAsia and promised refund in 5 working days now over 6 weeks and no communication apart from our constant calls. Tried charge back through back but this has now been blocked due to their get out of jail free card small print and being the middle men and not accepting any liability. Total scammers. When will this get sorted as we are over £3000 out of pocket and have been unable to finance a summer holiday for our family as a result!!!

Their service is poor

Their service is poor; it's been 4 months and they haven't refunded my money.

0/24 hour customer service

I went with Gotogate via the Booking.com platform for (a) low cost flights and (b) 24/7 customer service. I had problems with 3 of the 4 flights I booked for my holiday in Vietnam. Yes I could contact them at any hour but they were useless in assisting me. Every flight ended up costing me more and so much so I started thinking there must be a kick back from the airlines. I completed all fields when making the reservation with Gotogate only to find at check in that it was a ‘requirement’ that middle names be included. Gotogate’s response? It was my responsibility to know the airlines’ requirements. Seriously

Instant refund when I booked my flight…

Instant refund when I booked my flight wrongly.

Bad service

Bad service and giving impossible alternative flight hours after we lost our self transfer flight due to delay, so the guarantee didn't help. They avoid booking hotels and focus on you staying at the airport whole night by booking transfer flights with arrival past midnight and transfer 6 am so you need to spend your night at the airport. Not ever going to book through this website. Paid 100e for nothing.

Major fraudster

Major fraudster, stay well away from them if you want to save yourself headaches. I have reported them to police as they took payment without issuing flight ticket.

Easy booking and great discount rate

Do not use under any circumstances

Do not use this company under any circumstances. Booked a flight for my parents to travel to South Africa. One of them had a medical emergency and was hospitalised and as a result could not travel. We asked for a refund or rebooking and were told Gotogate would contact the airline on our behalf. 4 months later they closed the case without providing any proof they had contacted the airline and refused any requests to forward any correspondence with them. EDIT As you can see from their response below they have no interest in providing any customer service or rectifying any issues you may have. I repeat - Do not use them under any circumstances.

The airline's electronic ticket is…Electronic ticketing should offer faster and easier access, especially regarding security.

The airline's electronic ticket is difficult to obtain.

WARNING: FRAUDULENT CHARGES

I paid almost £200 to gotogate for extra legroom because my travelling companion has a health problem. When I boarded the flight, I found that we had not been allocated the correct seats. This was a 12 hour flight. Gotogate are REFUSING TO REFUND the charges, despite their FAILURE TO DELIVER the services paid for.

5 MONTHS response time to a case

5 MONTHS. That's the time it took for customer service to reply to my case, with a useless template content. Edit: their response below is the best example why they deserve only 1 star.

Booking Reference

Booking Reference: 1112-829-230 I spoke with agent Gidln today, and it was one of the worst calls yet. He was rude, evasive, repeated the same empty lines over and over — and hung up on me before finishing our conversation. This has dragged on for over four months: • Promised a supervisor call: first 24 hours, then 1–1.5 hours — no one ever called. • Only refunded £769.13, still illegally holding over £2,500 of my money. • Every agent gives a different story; every promise is broken. • Today Gidln dodged every question, offered no help, and simply ended the call abruptly. You say Trustpilot is “not for support” — but your official channels are exactly why I am here: they only give lies, delays, and now agents who hang up on customers. This is exactly what you emailed me today: “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 contacted you through every channel you list — hundreds of times — and you still refuse to do the right thing. Do NOT book with Gotogate. They will take your money and treat you with zero respect.

I am extremely disappointed with…

I am extremely disappointed with Booking.com and Gotogate. I cancelled my Air Peace flight shortly after booking and was initially led to believe my refund request would be processed. After waiting, I received an email saying the airline had rejected the refund, leaving me to lose £784.36 I feel let down by the lack of clear communication and support throughout this process. I expected much better customer service, especially for such a large amount of money. Please review my case properly and provide a clear explanation instead of sending generic responses. I hope someone from your customer service team will contact me and help resolve this matter.

Gotogate booked the "return" flights as…

Gotogate booked the "return" flights as two disconnected/separate flights without informing me. In case of issues (say the airline cancels the outbound flight due to the fires ranging on the continent but not the inbound flight - though luck). They do not send you the airline confirmation code (it's buried in their app). They want you to manage everything in their app, not on the airline app, so they can extract more fees. Not worth the slight discount vs going direct to the airline.

Very quick and