Always chasing with little to no progress
If you ever have a problem with your booking, be prepared to spend months chasing with little to no progress. I booked my Qatar Airways ticket through GoToGate. During the Middle East crisis, Qatar Airways cancelled my return flight. They rebooked me onto another flight, which was then cancelled again. With no reliable way of getting home, I had to purchase another flight myself at additional cost. Qatar Airways publicly announced that affected passengers could request refunds for the unused value of their ticket, so I submitted my refund request through GoToGate as instructed. Since then, this has been one of the most frustrating customer service experiences I have ever dealt with. After weeks of waiting, I was offered a refund figure that appeared to bear no resemblance to the unused value of my ticket. I requested a fare breakdown so I could understand how the amount had been calculated. That request has now been outstanding for almost two months. Every time I call GoToGate, I hear the same response: “We’re waiting for Qatar Airways.” I’m told they will chase the airline and update me. They never do. Weeks go by with complete silence until I contact them again myself, only to receive the exact same answer. Meanwhile, Qatar Airways tells me to deal with GoToGate because they issued the ticket. The result is that neither company accepts ownership, while I remain without a refund, without an explanation and without any meaningful updates. I appreciate that GoToGate cannot control Qatar Airways’ internal processes. What they can control is how they communicate with their customers and how they escalate unresolved cases. On both counts, they have failed. No customer should have to spend months repeatedly calling just to receive basic information about their own refund. I will be taking this matter further if it continues to be ignored.