Avoid GoToGate – Terrible Customer Service and No Accountability
I had one of the worst experiences I've ever had with an online travel agency. I accidentally made a duplicate booking and immediately contacted GoToGate for assistance. Instead of helping, they repeatedly told me to contact the airline. After spending hours speaking with the airline, the airline confirmed in writing that because the booking was made through GoToGate, only GoToGate can submit the refund request through their dedicated travel agency channels. I then went back to GoToGate with this evidence, only to continue being passed back and forth between them and the airline. Neither side initially took responsibility, and I have wasted an enormous amount of time chasing a refund that GoToGate should have handled from the beginning. Their customer service has been extremely frustrating, with generic responses instead of actually resolving the issue. As a customer, I expected GoToGate to represent me with the airline, not leave me to fight the issue alone. I would strongly advise anyone considering booking through GoToGate to think twice. If anything goes wrong, don't expect them to take ownership or provide meaningful support. Reply from Gotogate An hour ago Hello Daniel Vlad, 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 Dear Gotogate, I understand that Trustpilot is not your customer support channel. However, the reason I left this review is because I have already tried to resolve this directly with your customer support. I contacted GoToGate immediately after discovering the duplicate booking. Your representatives repeatedly instructed me to contact the airline. After doing so, the airline confirmed in writing that, because the booking was made through GoToGate, only GoToGate can submit the refund request through its travel agency channels. Despite providing this information to your customer support, I continued to be redirected without my issue being addressed. This review reflects my experience with the support I received, not simply the outcome of my refund request. I remain willing to resolve this matter directly. If GoToGate is prepared to review my case and process the request with the airline, I would appreciate your assistance.