Easy infrastructure and very fast…
Easy infrastructure and very fast access, thank you.
About Gotogate
Data updated- Website
- www.gotogate.com
- Category
- Travel & Vacation
- Location
- United States
- Status
- Unclaimed
- Last 12 months
- 204 reviews
- Replies to negative
- 78% (129/166)
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Is Gotogate legit?
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.
What people say
Time of flight change means land 1800km away…
Gotogate emailed to say that my flight time had 'changed'. In reality, they had changed my connection — I would land in Jakarta instead of Medan, which is over 1,800 km away. I have attached a screenshot: their email headline does not match the itinerary. Fixing this directly with the airline would have taken two minutes and cost nothing. However, Gotogate had blocked me from making changes myself. Their support team denied that the block existed. The airline confirmed it twice. With the second booking, they changed my dates so that I arrived a day late. I missed my prepaid accommodation and had to spend the night on the airport floor. Same block, same denial. Their policy gives you five days to respond to their notification emails; otherwise, you have to pay extra to rebook, which the airline does for free. This business model profits from customers at their most vulnerable: stranded, confused and under time pressure. It is helped along by misleading emails like the one attached here. Support: You have to wait 45–60 minutes to speak to an agent, and they can't explain why 'time change' means 'different destination'. When I pushed back, I was told that it was an automated email and that this was normal. I was also told that I should read it more carefully. Three flights booked. One usable. If you're looking for the best prices right now, book directly with the airline and save yourself the trouble.
Reply from Gotogate2026-07-29
Hello Maxi Dietlmeier, 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
Usually a great experience.
I love G2G in general, but I haven't booked with them in a while because they just weren't as competitive... Until today! Amazing price, great layovers, perfect itinerary. Tried booking, got to the payment and it just errors, no reason why. I have to try three times and as it's processing the third time, the price increases by almost $300... Do I go on the hunt again or just finalise the purchase? I finalise it. After all the effort, I wasn't going to hunt around again for a complex itinerary. One of the better booking sites for sure, but today was not the best day.
Stuck in a Forever Loop with Customer Service
GotoGate Customer service, absolute nightmare to deal with. I have no idea why Booking.com use them. Have spent days trying to sort out a flight change without any success and with rising blood pressure. Online chat is a complete waste of time, even when you ask for complaints process, they send you to their partner's complaints process! Calling is just as bad. When they did eventually email me with an option, it was totally unsuitable, there was no return email address and they had tried to call a US number to reach me, this is despite me giving my number to the agent on the call and it being the number associated with my booking.com account. To respond to the email, you have to call customer service and go through the whole cycle of frustration all over again. At one point during a conversation the agent asked me if I could email her the email that they had sent me! I have a saga that I could write a book about. Save your mental health and please do not use Booking.com or GotoGate for flight bookings. You will instantly regret it if you run into issues or want any changes made. Update - thanks for your reply GotoGate. Still no resolution and absolutely no chance of me using your company again.
Reply from Gotogate2026-07-28
Hello Geoffrey Stewart, 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. Regards, Gotogate.com
The airline has changed my flight and…
The airline has changed my flight and Gotogate will not refund me.
Reply from Gotogate2026-07-31
Hello Jas Kang, As you have failed to provide us with casa 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. Regards, Gotogate.com
I am absolutely appalled by the level…
I am absolutely appalled by the level of customer service I received from Gotogate. I contacted them to resolve what should have been a simple issue with my booking, only to be told there was nothing they could do and that I would have to contact AirAsia myself. This response completely defeats the purpose of booking through a travel agency. I expected Gotogate to provide support and assist with resolving issues, not simply redirect me elsewhere. What made the experience even more frustrating was being told that if the issue couldn’t be resolved, I should just buy a new flight. To make matters worse, they also informed me that I would not be entitled to a refund because I hadn’t paid for that particular level of service. Suggesting that a customer spend even more money instead of helping to resolve a minor booking issue is unacceptable. The entire experience has been frustrating, stressful, and incredibly disappointing. I expected far better customer care and accountability from a company that advertises itself as a travel booking service. Based on my experience, I would not recommend Gotogate to anyone and will not be using their services again. If I could give a Zero I would!!!
Reply from Gotogate2026-07-31
Hello OB, As you have failed to provide us with casa 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. Regards, Gotogate.com
Do not use this company. Book direct with providers.
We made a reservation, then almost immediately realized it wouldn't work. Called the customer service number, on hold for an hour. They told us to cancel directly with the airline. I tried to get through on the chat function, no luck. Finally I called the airline and cancelled. Now a month later we get a notice about our upcoming flight. I spent an hour cancelling the flight with Go To Gate tonight. They are keeping $100 and say they'll send the rest later.
Reply from Gotogate2026-07-27
Hello Marilynn, 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
Selling un-flyable same-day flights and withholding R21,000 in unfair fees!
Avoid Booking.com / Gotogate for international flight bookings! They sold me a same-day flight requiring a Canadian transit visa that is impossible to get on the same day for a South African passport holder. The product was defective from the second it was purchased. They did not prompt a visa was required just for an airport transfer. Despite cancelling immediately, they withheld R21,057.08 as "cancellation penalties" and only refunded part of the money. You cannot charge cancellation fees on a flight you sold that was legally impossible to fly!
Reply from Gotogate2026-07-31
Hello AJ, As you have failed to provide us with casa 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. Regards, Gotogate.com
Airline refunded weeks ago, still waiting for my money
Update 1 August 2026: The refund was processed and money was returned. Glad that it was solved but the communication is something that can be improved. Changed my rating to 3 stars Original: I am extremely disappointed with my experience with GoToGate. When my flight was cancelled, I trusted GoToGate to handle the refund process professionally. In fact, I booked my replacement flight through GoToGate as well because I believed I was dealing with a reliable company. According to GoToGate's own refund portal, the airline (qatar/garuda) approved and processed my refund on 30 June, and the refund was received for my booking. However, weeks later, I am still waiting for my money. GoToGate's own refund portal confirms that the refund was received and that payment to my original payment method was being processed. I have contacted customer service multiple times. Every time I receive the same response: Don't worry, the case has been escalated internally and I need to wait another 2–3 days. Unfortunately, nothing changes. No explanation, no ownership, and no resolution. What disappoints me most is not only the delay itself, but the loss of trust. I acted in good faith, cancelled my booking, and even chose to spend more money with GoToGate because I trusted the company to do the right thing. That trust is now completely gone. Customers understand that issues can occur. What is difficult to accept is the lack of transparency, accountability, and meaningful communication.
Reply from Gotogate2026-07-27
Hello D. van der Hoeven, We would like to inform you that we have escalated your issue to our internal department for further review. Our team is currently looking into the matter and will get back to you as soon as possible with an update. We sincerely apologize for the inconvenience caused and appreciate your patience and understanding while we work to resolve this issue. Regards, Gotogate.com
Y3X9CR
Booking reference: Y3X9CR Case reference: OUPUQQ Extremely disappointing customer service. I've contacted Gotogate multiple times to request a simple name correction after my wife changed her surname following our marriage. Every time I call, I'm asked to provide exactly the same information and documents again, and I'm told the request will be sent to Qatar Airways. Then... nothing. I never receive an update, and when I email for a status update, I receive an automated response saying, "This case has been closed." When I call back, the previous request appears to have gone nowhere, and I'm asked to start the entire process from the beginning by providing all the same details again. I've now repeated this process several times without any progress. It feels like requests are never actually being followed up, and there is no continuity between support agents. Having to explain the same situation over and over again is incredibly frustrating. I understand that a name correction may require airline approval, but I expect clear communication, proper case management, and updates—not an endless loop of resubmitting the same information with no outcome. If anyone from Gotogate is reading this, I'd appreciate someone taking ownership of this case and finally resolving it. Based on my experience, I would strongly recommend avoiding booking through Gotogate and booking directly with Qatar Airways instead. Any initial savings simply aren't worth the stress and lack of support if something needs to be changed after you've booked.
Reply from Gotogate2026-07-27
Hello Jacob Ritchie, We would like to inform you that we have escalated your issue to our internal department for further review. Our team is currently looking into the matter and will get back to you as soon as possible with an update. We sincerely apologize for the inconvenience caused and appreciate your patience and understanding while we work to resolve this issue. Regards, Gotogate.com
Worst experience with Gotogate
Worst experience with Gotogate. Despite informing them that refund payment related to cancelled flight (departure from Riyadh to Beirut) was not provided, they just replied to my review mentioning that refund was provided for another canceled flight (return from Beirut to Riyadh) without any investigation or communication with me despite sending emails and following up with their teams for more than 10 times. Worst experience; not recommended at all.
Reply from Gotogate2026-07-28
Hello Joseph Aouad, We would like to inform you that we have escalated your issue to our internal department for further review. Our team is currently looking into the matter and will get back to you as soon as possible with an update. We sincerely apologize for the inconvenience caused and appreciate your patience and understanding while we work to resolve this issue. Regards, Gotogate.com
They are holding my $1,600 in United…
They are holding my $1,600 in United flight credits hostage. They have confirmed that I have $1,600 in flight credits, but when I try to use them to book a new flight, they make the process nearly impossible. There is NO WAY TO SPEAK TO THE TICKETING TEAM. They email me telling me to contact them, but when I call, I’m told the ticketing team is INTERNAL and cannot be contacted directly. So how exactly am I supposed to resolve the issue? It’s a ridiculous CLOSED LOOP designed to drive you insane. I have $1,600 in confirmed flight credits that I cannot properly access or use. They are SCAMMERS and THIEVES. STAY AWAY.
Reply from Gotogate2026-07-28
Hello Vince Melkumyan, 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
Cancelled 1 week before departure
Cancellation of my flights less than one week before departure, no rebooking possible due to some internal policy. Although we booked 6 months in advance and already accepted changes in flight schedules to less favorable hours 2 times over the months. Gotogate is a site to avoid at all times, it will only cost you time & even more money in the end when you have to book last-minute via another channel.
Reply from Gotogate2026-07-31
Hello Koen Van den Breen, As you have failed to provide us with casa 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. Regards, Gotogate.com
Poor customer service and Misleading advice cost me my right to a full refund
Absolutely terrible customer service. I will never use Gotogate again. I contacted Gotogate within the airline's 24-hour cancellation period because I needed to add baggage to my booking. The booking process indicated that baggage could be added later, but when I tried to do so, it wasn't possible. Instead of helping me or advising me of my refund options, I was repeatedly told to wait while my ticket was generated or while they contacted the airline. I followed their instructions in good faith. Days later, I was told to contact the airline myself. By that point, the 24-hour cancellation period had expired, and I had lost my opportunity to receive a full refund. Had Gotogate simply informed me of the cancellation policy or advised me to cancel immediately, I would have been able to recover my money. When I asked for the issue to be escalated, I was refused and told there was nothing they could do. To make matters worse, a Gotogate representative later admitted in writing that they had not informed me about the cancellation policy, preventing me from making an informed decision. The entire experience was stressful, frustrating, and cost me hundreds of pounds because I relied on the advice I was given. After everything that happened, including further issues obtaining refunds and clear information about additional services, I have completely lost confidence in this company. Don't use Gotogate. Based on my experience, I would never book with them again. Update: Gotogate responded with a generic message asking me to contact customer support. As my review explains, I had already contacted customer support multiple times before leaving this review. Their response does not address any of the issues raised.
Reply from Gotogate2026-07-27
Hello Dylan Anderson, 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
I had a terrible experience!!
I had a terrible experience with this company. I booked a flight, and for some reason the app duplicated my details by entering my first name and last name in both the first name and last name fields. As a result, the name on my ticket did not match my passport, even though my passport details were correct. Emirates would not allow me to board the flight because of this mistake, and I was told I would have to buy a new ticket if I wanted to travel. I contacted customer service immediately and asked them to correct the name, but they told me it would take 72 hours to process the change. I then requested to cancel my ticket and receive a refund, but they refused. I am extremely disappointed with the quality of their customer service. Be aware that if you need urgent assistance, you may not receive the help you expect. If you're posting this as a Google or Trustpilot review, this version is clear, factual, and more likely to be taken seriously.
Reply from Gotogate2026-07-30
Hello Microsyd, As you have failed to provide us with casa 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. Regards, Gotogate.com
Horrible service
Horrible service, overpriced upgrades, does not even give the booking PNR number, you need to go through an order number for every communication, which the airlines don't even take. Will never use the service.
Reply from Gotogate2026-07-30
Hello Jasper Boonstra, As you have failed to provide us with casa 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. Regards, Gotogate.com
Avoid Gotogate / Mytrip – Unfair ransom demands and fake cancellation claims
Title: Avoid Gotogate / Mytrip – Unfair ransom demands and fake cancellation claims Review: I am writing this review to warn the public about my experience with Gotogate / Mytrip. After I booked and paid over £3,150 for airline tickets, I received an email demanding an additional £600 payment, threatening to cancel my booking if I did not pay. When I refused to pay this extra fee, my booking was cancelled. Because I was travelling for an important family event, I had no choice but to go directly to the airport on the same day and spend another £3,250 out of my own pocket to buy seats on the exact same flight. When I requested a full refund, the agent claimed I "voluntarily cancelled" the tickets through self-service. No customer voluntarily cancels a flight to forfeit thousands of pounds, only to buy the exact same seats at the airport hours later for double the price. Please be extremely careful when booking with this agent. Keep every email, save all receipts, and escalate your claim through your card issuer or the Financial Ombudsman if you run into issues "My review is purely to share my true experience and warn other consumers. My dispute is already being handled formally by the Financial Ombudsman Service, so I do not need to contact your customer support, as I have already contacted you several times."
Reply from Gotogate2026-07-27
Hello Liya Michael, 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
1 star is generous
1 star is generous. I have booked a holiday to Bali through Booking.com / go to gate for early August. Last week I received an email asking me to accept a flight change with a 45 minute time difference which I accepted. Then I got a confirmation email saying that it was 45 minutes time difference but also a full day later. When I questioned this change they told me they could not do anything about it as I had accepted the change request. It would be $600 additional charge for me to change back to the day that I had initially booked to travel. Today I got a notification that another flight has been automatically rebooked for today - 10 days earlier than I’m scheduled to travel. The customer service they offer is so ridiculously bad – it’s slow, the Help Centre people don’t understand the booking process, keep repeating themselves, keep transferring you to different departments… do yourself a favour and just book directly with the airlines
Reply from Gotogate2026-07-27
Hello Natalie Bird, 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
No Support
Booking with GoToGate felt like a good deal until something went wrong. Then it became clear that there is simply no one there to help you. We contacted support multiple times over the course of a week. Phone, chat, every channel. Every time we were told to wait for an expert team. No one ever followed up. No one ever resolved anything. We're now mid-trip with a cancelled return flight and still no solution in sight. The trust is gone. When it matters most, GoToGate isn't there. That's the one thing you really need to know before you book.
Reply from Gotogate2026-07-27
Hello Philipp, 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
Severe service failure – lost flights, hotels, and 6 days of my trip
Gotogate confirmed by email that my flights had been rebooked, but this never happened. When I checked with the airline, I discovered that no valid ticket existed under my name — neither for the original flight nor for the rebooked one. I spent 6 days trying to fix the issue while traveling with my family, speaking to multiple agents who kept repeating the same scripted message. In the end, Gotogate told me to “sort it out with the airline,” abandoning the case completely. Because of this failure, I lost prepaid accommodation, missed my flights back to Dublin, had to pay for extra hotels and transportation, and had to buy new flights. My documented financial loss was more than €1,500, not including the emotional impact and time wasted. Gotogate offered no solution and took no responsibility. I do not recommend this company.
Reply from Gotogate2026-07-27
Hello Eduardo Saqueti, 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