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.