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
H
Hans Dekruijf · 1 review · Experienced 2026-06-14 ·
★★★★★
I have never experienced customer…
I have never experienced customer service this bad.
I have contacted GoToGate countless times regarding my booking. Two weeks ago, I called again and was assured that my case would finally be resolved. Since then, I have heard absolutely nothing.
Today I logged into my account, and there is still no update whatsoever. It appears that no action has been taken, despite all the promises made over the phone.
As a result, I have lost more than €700. What is most frustrating is not only the financial loss, but the complete lack of communication and follow-up. Every time I call, I receive another promise, but nothing actually happens.
I cannot recommend GoToGate to anyone. If you book with them, be prepared for extremely poor customer service if anything goes wrong.
Booking reference: 1102-464-163
Reply from Gotogate2026-07-27
Hello Hans Dekruijf,
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
My flight was cancelled by Wizzair due to the ongoing conflict in the middle East. Even though Wizzair refunded me the full amount, gotogate kept and is still holding some of the refund even after chasing and them promising me that it will arrive between 7-10 days. Several weeks later, I'm still chasing, they refunded another installment of £86 but still holding £168. They have no right to hold the money as stated in their terms and conditions as the flight was cancelled by the airline and not me and Im entitled to the full refund. If I've still not received the remaining balance I will be taking gl3gal action and report them to the national aviation authority for refusing to pay my remaining balance. My account number remains the same, you just haven't returned all my refund. I will not stop pursuing it until its fully recovered.
Reply from Gotogate2026-07-27
Hello Musaid Musaleh,
Regarding the refund for your reservation, which was cancelled on 2025-09-25 , please be informed that the refund was completed twice on 2026-06-29, back to the card which you used for the original payment.
If the original credit card used for the initial payment has expired, but the bank account remains the same, it is within your bank’s jurisdiction to correlate the refund to the same bank account.
Also, please note that refunds are not processed on weekends and that it might take 1-5 working days for the refund to reflect to your account, depending on your bank's regulations.
In case there are no deposits during this time, you can send us via the contact form on our website a copy of your bank statement of that period (+7 days from the above mentioned day of the refund) so that we can further investigate this issue.
Thank you for your understanding.
Regards,
Gotogate.com
Detailed instructions to proceed with the order and information on services
U
Ugur Aydin · 1 review · Experienced 2026-07-25 ·
★★★★★
The airline changed my flight time
The airline changed my flight time. When I asked to rebook, Gotogate refused to help, claimed there were "no seats available," and said it would be subject to a fee.
I contacted the airline (AZAL) directly, and they confirmed seats ARE available and that I am entitled to a free change. Gotogate gave false information and left me stranded instead of helping.
Reply from Gotogate2026-07-30
Hello Ugur Aydin,
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
G
Gavin Young · 3 reviews · Experienced 2026-07-25 ·
★★★★★
Don’t book with them
Don’t book with them. If anything goes slightly wrong with your flight their customer service is awful, slow and after my flight was cancelled I am still having to chase them for my refund 3 months later…. With no progress. AVOID
Reply from Gotogate2026-07-27
Hello Gavin Young,
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.
Thank you for your patience and understanding in advance.
Regards,
Gotogate.com
Avoid Gotogate by Booking.com at All Costs
My experience with Gotogate by Booking.com has been one of the most frustrating and stressful travel experiences I've ever had. I strongly advise anyone considering booking through them to think twice.
Our Thai Lion Air flight was cancelled by the airline on 3 June, well in advance of our scheduled travel on 2 July. However, we were never informed by Gotogate or Booking.com that our flight had been cancelled. There was no email, no SMS, no phone call, and no attempt to offer an alternative flight or assist us in any way.
The only reason we discovered the cancellation was when we tried to complete web check-in before our trip. Imagine the shock and panic of finding out that your flight doesn't even exist just days before your vacation. Because of this complete failure in communication, we were forced to book expensive last-minute replacement tickets, costing us significantly more than what we had originally paid.
The worst part began after that. It has now been over two months, and despite countless follow-ups, we have still not received our refund. Every single time we contact Gotogate, we are given the same scripted response: "We are waiting for the airline to refund us." They refuse to take any ownership of the issue or provide any meaningful update.
To make matters worse, they repeatedly provide incorrect information, claiming that the flight was cancelled on 3 July, when in reality it was cancelled on 3 June. Even after correcting them multiple times, they continue to rely on inaccurate records instead of investigating the matter properly.
As the company that accepted my payment and issued my booking, Gotogate/Booking.com should be accountable to their customers. Passing all responsibility to the airline while leaving customers without information, assistance, or refunds is simply unacceptable. Customers should not be expected to bear the financial burden and uncertainty because an intermediary fails to do its job.
The entire experience has caused unnecessary financial loss, countless hours spent chasing customer support, and tremendous mental stress. Every interaction has felt like talking to a wall, with no accountability, no empathy, and no resolution.
I have completely lost trust in Gotogate and Booking.com for flight bookings. Saving a small amount on a ticket is not worth the risk of being abandoned when something goes wrong.
My advice to anyone considering booking flights through Gotogate or Booking.com: Don't. Book directly with the airline or use a travel agency that actually supports its customers. If your flight gets cancelled, be prepared for poor communication, endless excuses, delayed refunds, and zero accountability.
This has been one of the worst customer service experiences I have ever had, and I will never use Gotogate or Booking.com for flight bookings again. I will also actively recommend that my friends, family, and colleagues avoid them if they value their money, time, and peace of mind.
Reply from Gotogate2026-07-28
Hello Kaushik makam,
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
A
Ahmed Kadwa · 2 reviews · Experienced 2026-07-25 ·
★★★★★
Extremely frustrating to deal with this…
Extremely frustrating to deal with this organization. I need to make a change to my travel date. The change fee is $20.86 - seats are available. Their system does not allow you to make any changes. You have to contact them via a Chat line. You then get asked the same questions over and over again to frustrate you. Finally I got a message saying they needed to escalate this. I got an email much later from Gotogate advising me they could not proceed because “some information was missing”. I have no idea what was supposedly missing. There was no way for me to reply to their email. That is not an option. So I tried yet again today and went through the same frustrating hoops again only to receive a message just now after chatting with them for 1.5hrs which says “you need to provide additional information. They did not specify what “additional information”. Basically their system is designed to frustrate you until you just give up and lose your money!!! This is an extremely inefficient and unprofessional organisation. I will NEVER book any flight with Gotogate . They need to be removed from Booking.com
I will escalate this with Booking.com
Reply from Gotogate2026-07-30
Hello Ahmed Kadwa,
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
T
Tony Nguyễn · 12 reviews · Experienced 2025-08-25 ·
★★★★★
THIS IS A SCAM!!! DO NOT TRUST THIS WEBSITE!!! YOU'VE BEEN WARNED
I booked my flight on this website and right away I got a text from Korean Airline saying my spot has been reserved to book a ticket. I'm like what? My money had been gone and all I got is a reserved spot? I tried to contacted GoToGate support team - no respond. Fast forward 3 days after, I still have no fukin idea if I have a ticket or not so I have to buy another ticket. Arrived at the airport and yea, no ticket had been purchased under GotoGate!!! scammer!!!
Reply from Gotogate2026-07-30
Hello Tony Nguyen,
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
It’s was good, but I noticed there’s was not a an add on for a hidden disability passenger like myself.
Not sure how this will be available to me.
Would appreciate some help with this as I would require assistance :
Code would be WCHR
Above all it’s good and just waiting for confirmation as it’s saying reservation pending ( 25/07/2026)
Thank you
Regards
Customer service should have been a little better However they did make it right thank you. I will use again because the 2nd person i spoke to was a sweetheart.
Good interface, easy to find things and the price was better than I found on the other sites.
D
DS · 14 reviews · Experienced 2026-07-01 ·
★★★★★
Clear case of false advertisement
Clear case of false advertisement! I booked an paid for a business class flight on Booking.com, which unfortunately was via GoToGate! That was my first mistake! This company must be avoided totally, and I and my company have 'blacklisted' them!! Upon cancellation, given the advertisement (Cancel / Amend with a Fee) of a £1290 business class flight, I received £8.70 back.. lol. NO more business for this company and please avoid them! I have full booking details and screenshots. I contacted GotoGate 3 times on their Webchat and went thorough the issues: they offered zero help and told me they can not refund the cost of the unused ticket!!
NEVER use this company!!
Reply from Gotogate2026-07-27
hello David,
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
Process was easy and very competitive prices, the upselling is over the top but I guess that’s life nowadays.
J
James · 5 reviews · Experienced 2026-07-01 ·
★★★★★
Highly fraudulent company
Highly fraudulent company, they do not honor refunds although covered.
Multiple times they have claimed to have issued this over a two month period and funds have failed to arrive.
They have been reported to action fraud,
Stay away from them.
Reply from Gotogate2026-07-27
Hello James,
Regarding the refund for your reservation, which was cancelled on 2026-06-27, please be informed that the refund was completed on 2026-06-27, back to the card which you used for the original payment.
If the original credit card used for the initial payment has expired, but the bank account remains the same, it is within your bank’s jurisdiction to correlate the refund to the same bank account.
Also, please note that refunds are not processed on weekends and that it might take 1-5 working days for the refund to reflect to your account, depending on your bank's regulations.
In case there are no deposits during this time, you can send us via the contact form on our website a copy of your bank statement of that period (+7 days from the above mentioned day of the refund) so that we can further investigate this issue.
Thank you for your understanding.
Regards,
Gotogate.com
ק
קטי סייביץ · 1 review · Experienced 2026-04-15 ·
★★★★★
Terrible experience with GoToGate
Terrible experience with GoToGate. Avoid!
My flight was cancelled, and the airline refunded the money to GoToGate more than 3 months ago. However, GoToGate still has not returned my money to me.
Booking number 1083-331-575
For more than 3 months I have been contacting customer service, but I only receive the same unclear response that they are “trying to convert credits into a cash refund.” This is completely unacceptable.
The airline has already processed the refund, but GoToGate is holding my money and delaying the process without providing any real explanation or proof.
I do not recommend using this company. If something goes wrong with your booking, you may have to fight for months to get your own money back.
I am still waiting for my refund and a clear explanation from GoToGate.
I am still waiting for my refund and a clear explanation from GoToGate
Reply from Gotogate2026-07-27
Hello קטי סייביץ
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
I
Ian Wedgbury · 3 reviews · Experienced 2026-07-24 ·
★★★★★
Terrible company to deal with
Terrible company to deal with. Qatar Airways cancelled our flight, then Gotogate tried to hang on to our funds for as long as possible. First offering alternative flights which eventually didn't materialize, then had to go through a long time consuming process of emails, chatbots, and whatsapp messages. This company is related to booking.com. After 3 weeks of stress and anxiety to my family, I will never make a reservation on either booking.com or gotogate again.
Reply from Gotogate2026-07-25
Hello,
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.
Hello,
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.
A flight on one of our legs was cancelled and gotogate offered no help in offering compensation or rebooking our flight. Kept referring us to the airline and the airline referred us back to gotogate. Do not use gotogate!
Reply from Gotogate2026-07-28
Hello Anastasia Nikitaras,
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
It's impossible to change the language on the website. If you're booking from the Netherlands, you're automatically shown a language and currency based on your location, with no option to switch them. Not everyone living in the Netherlands speaks Dutch. Having to rely on auto-translation makes the booking process frustrating and unnecessarily complicated.
I'd rather pay a bit more elsewhere than deal with this hassle.
Reply from Gotogate2026-07-28
Hello Nik,
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
G
Guest · 4 reviews · Experienced 2026-07-23 ·
★★★★★
Flight Agent avoiding the issue.
My airline rescheduled the flight that I was on. The new times were not convenient so I needed to cancel and rebook on another carrier. I emailed asking how i could cancel and for a customer service number. They went ahead and confirmed the rebooking. After getting a phone number , I was told on the phone that I had accepted the reschedule.
Reply from Gotogate2026-07-27
Hello Guest,
As you have failed to provide us with a 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
