Gotogate

Thieves

Thieves. They keep disconnecting the call and the chat when you are seeking to get back your money.

Easy and quick process..Price is…

Easy and quick process..Price is affordable..

Makes things very clear...love it

Booked a flight through GoToGate

Thanks for the reply, but this response is exactly the problem. You point me back to your contact channels, but I have been using those channels for 8 months now. Customer support made no progress, gave no real answer, and at this point has simply stopped replying to me completely. So telling me to go back to the same channels that already failed is not a solution. It is just another way to avoid taking responsibility. I booked with GoToGate, you took my money, and the refund is your job to handle with the airline. I am still waiting, still with no refund, and now with no replies at all. Booked a flight through GoToGate. The flight was delayed 8 hours, which meant I would have missed all my connecting flights and my full journey would have been delayed over 24 hours. One of their own agents told me I was eligible for a refund. They submitted a refund request to Ethiopian Airlines several months ago and since then nothing. No follow up, no updates. When I chased it, they just sent me in circles. First they tell me to contact the airline directly, even though I booked with GoToGate and not the airline. The airline then tells me the agency has to handle the refund, which is correct, because that is exactly how it works. GoToGate takes the money from you but then refuses to take responsibility for chasing the refund with the airline. That is literally their job as the agency. So I am stuck in the middle, months later, still no refund and still no real answer. Very poor service and very frustrating. I would not book through them again.

Unable to get refund from GoToGate

Booked with AirAsia via GoToGate. After AirAsia cancelled my flight on 6 March 2026, I have still not been able to get a refund from GoToGate. AirAsia directs me to GoToGate to get my refund, and its equally as useless customer service (Bot only) tells me that the refund has been processed. I have lost all confidence in GoToGate and will never use them again. I think I have lost my $AUD1,000 in flight costs and will never see it again. Edit - I see GotoGate has responded suggesting the above is not true. my name and airline are in the above review. My flight(s) that were cancelled were from Melbourne to Da Nang on 9th October 2026. I was notified by AirAsia via GotoGate on about 26 June that the cancellation and refund had finally been processed. I still have received my money from GotoGate. Miraculously after writing the above review GotoGate emailed me yesterday to advise that I should receive my refund in a few days. Nothing has happened since. I have engaged a company to help me in my dealings with GotoGate.

Incompetent Backend Processing and Denied Accountability

Gotogate displayed shocking organizational incompetence and unprofessional conduct that forced me to purchase a last-minute ticket directly from the airline during a family emergency. On June 7 at 11:15 AM, their agent confirmed my change payment of 378.66 AED but hit a backend error, promising a top-priority escalation that resulted in eleven hours of total silence. When I logged back in at 10:25 PM, the staff admitted my file sat completely ignored all day, lazily claimed the flight was sold out, and aggressively refused a refund by hiding behind third-party rules. Their claim was completely false, as I easily booked the exact flight directly through IndiGo Airlines myself minutes later. While a separate agent eventually returned the standalone change fee, the central service failure remains entirely unaddressed. Gotogate has ignored my subsequent email follow-ups completely, proving they take customer money without securing seats and leave passengers stranded without a second thought.

I have booked multiple times and always…

I have booked multiple times and always the process has been super easy

Absolutely terrible company

Absolutely terrible company! Horrendous communication, what ever you do do not book flights via booking.com because for any reason you need to change/cancel anything you will have to deal with these idiots. I’m still waiting for my refund - easyJet refunded gotogate 12 weeks ago, yet they are still adamant they haven’t had it!

The worst experience I have ever had…

The worst experience I have ever had trying to change dates for a ticket. I had no idea Booking.com used this company but now that I know I will never use their services again. Edit: As mentioned, my experience with Gotogate is through Booking.com - I have filed my complaints with them. It shows how important it is to be very careful when outsourcing services.

Quick and easy to use

Quick and easy to use, all detailed.

Awful experience

I am writing a review and not seeking customer support on Trustpilot. Gotogate does not even have customer support. Here is my review: Awful experience. DO NOT BOOK THROUGH THEM. Sure, the tickets may be 12 euros cheaper but is it worth it when the airlines do not even recognize your tickets when booking through them ? They are thieves and incompetent.

Disgraceful policy of withholding…

Disgraceful policy of withholding refunds. Flight cancelled over 4 months ago and Qatar Airways have issued a voucher ready to be redeemed by booking.com to be then returned to me. I have sent this to booking.com months ago and the airline has confirmed they havent redeemed. Months and months of phone calls and emails and chats. Just been told to wait any time I speak with an agent. One agent told me to wait 48 hours and said I could stay on the phoneline for the 48 hours if I wanted. I see so many many complaints with the same issue. Class-action suit anyone?

The ticket price was displayed as **TRY…

The ticket price was displayed as **TRY 86,200**\. However, due to the bank’s exchange rate difference, I ended up paying an additional **TRY 3,000**\. There was no information or warning indicating that such an exchange rate difference could apply\. Had I been informed about this in advance, I would haveurchased my ticket from another company instead

Booked a flight with baggage through…

Booked a flight with baggage through booking.com so did not even realise I was using Gotogate. When I arrived at the airport, no baggage was included. I had to pay on the day a lot more as requested by Gotogate. When I requested they reimburse me, the claim process found no issue on their end and told me to contact the airline. Weeks later, no resolution.

Contacted them 1.5 months before my…

Contacted them 1.5 months before my flight to change my return trip. All along the way they said it was possible to do so and said it would happen "within a few hours" everytime. They blatantly lied to my face about this. Two weeks before my trip they called to inform that suddenly it was not possible to change this and that my money will be refunded in 2-5 business days. That suddenly puts me in the spot to arrange everything differently without any help from gotogate. Only their "apologies".

1 Star – Never Again, GotoGate!

Absolutely terrible experience. We booked our round-trip flights through GotoGate and ended up paying more than €1,000 in additional costs—almost as much as the original flights themselves. The reason? More than half of our flights were changed after booking to such an extent that our entire travel itinerary no longer worked. Flight times were changed significantly, and in some cases even the destinations were changed. At one point, we would have ended up flying to a completely different island than the one we had originally planned to visit. The customer service is a complete nightmare. Before you can even speak to someone, you have to spend around two hours on hold. And once you finally get through, you’re charged a €30 service fee just to change a flight. We reluctantly paid this once, only for more schedule changes to happen shortly afterwards—meaning we would have had to pay the fee all over again. What makes it even worse is that GotoGate keeps telling you to contact the airlines directly because they supposedly can make the changes themselves. That is simply not true. After spending even more time on hold with the airlines, all three airlines involved told us exactly the same thing: because the booking was made through GotoGate, they are unable to make any changes and everything has to go through GotoGate. In the end, for most of the affected flights, we had no choice but to book completely new flights at our own expense, because neither GotoGate nor the airlines were able to offer a workable solution. That’s how the additional costs became so ridiculously high. What was especially frustrating was how little flexibility we had because we booked through GotoGate. Had we booked directly with the airlines, making changes would have been much easier. In addition, our outbound and return journeys would have been managed independently, allowing us to cancel or change individual flights if necessary instead of having to deal with the entire booking as one package. In the end, you’re stuck between GotoGate and the airlines, with neither side taking responsibility—and the customer is the one who pays the price. This was by far the worst flight booking experience we’ve ever had. From now on, we’ll only book directly with the airlines. Even if it costs a little more upfront, it’s worth it to avoid wasting so much time, money, and frustration. Never again, GotoGate.

Clear and well presented …

Clear and well presented information. A bit to mny opt outs

Very disappointed service

Very disappointed service! They charge people money when you only have to go to the airline website to do it! It should be free of charge when you select seat, meal choices and check in. But they charge you altogether £30-40 per person! This is a scam totally dishonest and deceptive behaviour of a company.

Paid on time, they failed to process — then blamed me with a ‘no-show’ policy

I paid for a Flexible fare to modify my return flight and paid the additional €21 fare difference on time, within their own stated deadline. Despite this, they failed to process the change. I spent 4 days trying to resolve it through phone, email, and live chat — no solution. My flight departed without the correction being made. Their own support team admitted in writing that the original payment link had incorrect charges, that they corrected it, but that the correction arrived after my flight had already departed. Despite this admitted internal error, they are now applying “no-show” fees to my booking. I paid what was asked, on time. Their failure to act cost me my flight. I’m still waiting for a full refund.

Beware of sham agency guaranteeing transfers for flight delays

My son was flying from Zakynthos to Athens, Athens to Malaga with Gotogate. The plane was delayed in Zakynthos on the first flight to Athens and as a consequence he missed his flight to Malaga. He was left stranded in Athens Airport overnight despite both I and him spending hours trying to communicate with Gotogate customer service. This service is an absolute sham, Skyscanner should not support this agency. My son did not receive any communication whatsoever from Gotogate and the transfer guarantee they promise never happened. I had to fly my son, at my cost, on the next flight out of Athens. I raised this matter with Gotogate but like all dealings with this sham agency, they ignored me. it is important this is brought to public attention