Gotogate Reviews 49

Poor customer service.
When things go wrong and you require assistance with a booking they are inaccessible, slow and incredibly frustrating.
My reservation was changed by an airline to a different flight on a different day , ok so I understand this happens but the new flight messed up my travel plans and was unsuitable.
GoToGate didn't inform me of the changes and I then struggled over 2 weeks to communicate with them to get them to accept the changes we're not acceptable to me and since I have heard nothing for 4 weeks regarding the refund.
Avoid avoid avoid.
I have made additional bookings through another provider to ensure my holiday isn't ruined.

I would strongly avoid using Gotogate.

I booked flights through them, and two weeks before my trip they cancelled my return flight. Since then, I’ve been calling customer service repeatedly for weeks, and all they keep telling me is to “wait” with no actual solution or timeline.

What makes this even worse is that my departure is only days away, and they still expect me to fly to the other side of the world without confirmation of a return flight.

The customer support experience has been extremely frustrating. Most responses feel automated or AI-generated, with agents repeating the same scripted answers instead of helping resolve the issue. I was also given multiple false promises about callback times and updates that never happened.

Very poor communication, poor customer service, and no sense of urgency for a serious travel issue. I would not trust this company again for future bookings.

Bonjour,

Malgré la modification des horaires effectuée sur votre plateforme, les sièges que j’ai payés n’apparaissent toujours pas comme confirmés sur le site de la compagnie aérienne.

Cette situation résulte directement d’un défaut de transmission ou de synchronisation de votre part entre votre plateforme et la compagnie aérienne, alors même que les billets ainsi que les options sièges ont été achetés via votre service.

Je vous demande donc de procéder immédiatement à la régularisation complète de cette réservation auprès de la compagnie aérienne et de faire le nécessaire afin que les sièges payés apparaissent correctement et définitivement dans le dossier.

Références de réservation :

Référence Gotogate : 1111-888-651

Le départ étant prévu le 08 juin 2026, soit dans moins d’un mois, cette demande présente un caractère urgent.

Je vous rappelle qu’en vertu des obligations prévues par la Directive européenne 2011/83/UE relative aux droits des consommateurs ainsi que par le Règlement (CE) n°261/2004, le prestataire ayant vendu les services est tenu d’assurer la bonne exécution des prestations achetées et de fournir des informations exactes et complètes au transporteur concerné.

Je vous remercie de me confirmer par écrit, dans les plus brefs délais, que :

les sièges payés sont bien enregistrés auprès d’Etihad Airways ;

la réservation est entièrement synchronisée ;

aucun paiement supplémentaire ne sera demandé à l’aéroport.

Sans résolution rapide, je me verrai contraint d’engager une réclamation formelle ainsi que les démarches nécessaires auprès des organismes compétents de protection des consommateurs.

Dans l’attente de votre retour urgent.

Cordialement,

I paid for a flexible flight and I tried for 2 weeks, sometimes calling 3 times a day to change my flight and every agent fobbed me off and said they would call back with my new flight details. Not one find. No emails. No calls and on the day before my flight I spent an hour talking to 4 people, two of which hung up on me. Disreputable and should not be allowed to do business. Not to be trusted. Do not buy a tiicket with them

I got a messaged through booking.com to say they have asked for a refund. This has gone on since September and when a flight is cancelled you are supposed to be refunded 7-10 days. I’ve now waited 8 months

AVOID! Awful company. We booked flights through booking.com from Singapore to Maldives in July 2025 for departure in April 2026. A couple of weeks before departure I tried to add special assistance for my daughter. The airline told me that the booking ref wasn’t valid. I tried to get hold of someone via online chat and on the phone for several days but was told “it’s with the flight team”. I wrote to the CEO and a lady called me the following day. She reassured me our flights were fully booked and confirmed and to check in 24 hours before. A week before we were due to leave for Singapore, I received a voicemail from Go to Gate telling me our flights were canceled! In panic I called again, nobody could give any answers. The flights I paid £1600 for were now £6000. Go to Gate refused to rebook them but offered to book another indirect flight as they knew it was there error. We were desperate so close to our departure date, so had to accept. We ended up flying via Sri Lanka to the Maldives. Moral of the story, always book direct with the airline. We will never use booking.com or Go to Gate again

Have had my flights cancelled due to the ongoing war on Iran - I expected my full refund but gotogate have not refunded the full amount de deducted taxes and other admin not providing full clear breakdown - I have ended up with less than 50% of what I expected - the same with another flight I had - airline cancelled and again have not received a full refund they are taking money without clearly stating what I have been charged for - this is just unacceptable will be writing to the CAA and skyscanner regarding this until
Trustworthy company . Also now doing a Charge back - surely an agency should monitor these bad practices and find these companies .

I booked a return flight with baggage through Gotogate. The outbound flight was on March 25 with Royal Jordanian, and the return flight was scheduled for April 11 with Aegean Airlines from Athens.

The return flight was cancelled. I contacted Gotogate and requested to be rebooked on an alternative airline so I could still return as planned, even suggesting Royal Jordanian. However, they refused to assist or provide any suitable alternative.

Instead, they only offered a refund for the return flight, which is not an acceptable solution. I clearly explained that I cannot travel without a confirmed return ticket, as I have a business to run and I am travelling with my children. This situation made it impossible for me to proceed with my trip.

Despite providing all necessary details and having full email records and evidence, their customer service was unhelpful and very rude. Their refusal to resolve the issue caused significant disruption, including financial loss, stress, and the cancellation of my children’s school holiday plans.

I hold Gotogate fully responsible for all the damages and inconvenience caused. If this matter is not resolved properly, I am prepared to take legal action.

This experience has been extremely disappointing and unacceptable.

I should of checked this site first, sad to say I have had almost exactly the same expensive experience with this company. Even requesting a change of flight for the same day they wanted to charge almost the same as the flights almost doubling the cost. GotoGate and Booking.com great bedfellows (as one is a sister company to the other I believe), perhaps book direct with providers and not the intermediaries in future

Not refunding the payment for cancelled flight.
I have booked a flight on booking.com site. I was meant to fly from Dubai transferring in Istanbul and back to UK. I have not even been made aware all was passed by booking.com to "gotogate"! And they were the ones who acted on my behalf?! Makes no sense. The airline, AJet had to cancel the flight because of the war. Reached out to booking.com and I was waiting on the chat for 2 hours last night. Only to receive an e-mail today from "gotogate" that I have to request a refund from AJet... Slap on my face, in their response e-mail they were dare to include this : "We remain committed to supporting you and ensuring your travel experience is as smooth as possible."...???!!! Really? I made a contract by buying the flight from booking.com, paid to bookin.com and now both of them washing their hands and creating excuses. Never in a million years ever again, I mean ever, I'd take any service through "gotogate". Hand in hand with booking.com they are ripping me off and no doubt very many other customers as well.

Hello everyone,

I’m writing to share my recent experience and issue a serious warning about using Gotogate for travel bookings – they also operate under the name Flight Network UK Ltd, based in London.

On February 25th, 2026, I had not received any emails or messages about the two flight tickets I’d purchased for my daughters, three days after booking. Concerned, I called Gotogate and spent 26 minutes on the line with a representative.

I explained I hadn’t received the tickets and briefly asked if changing the travel date was an option. The representative told me this would cost an extra £420 on top of the original £1,649 I’d already paid. I immediately said no – I wanted to keep the booking exactly as it was and simply get the tickets I’d paid for.

They put me on hold for three minutes, then came back saying I would now need to pay an extra £210 because I’d requested a date change – even though I had clearly declined to make any changes and only asked for information!

When I insisted I had never asked to alter the date and just needed my original tickets, they refused to release them unless the £210 was paid. They even threatened that if I contacted solicitors or reported them, I’d be charged more than £210. I asked to speak to a manager and was told I'm speaking to the manager in person and he said his name was Mr Jack Desouza, but he still refused to help.

Thankfully, my credit card bank took my query seriously and has credited all my money back. But I want to make sure no one else goes through this stress or loses their hard-earned cash.

Please be careful – these practices feel like time-wasting scams. If you’ve already paid a travel agency like this and haven’t received your tickets, contact the airline directly immediately. You could otherwise miss your flight and lose your money.

Never use Gotogate or Flight Network UK Ltd travel agents – there are plenty of reputable travel agencies and airline websites you can trust instead.

Stay safe and informed when booking your travels,

"I urge all travelers – please do NOT use Gotogate or Flight Network UK Ltd for any of your travel bookings. There is no reason to risk being subjected to unfair charges, poor service, or threats like I experienced."

I wouldn’t even give them one star. They added hidden fees, provided poor customer service, and made the refund process unnecessarily difficult. I cancelled my trip within an hour after noticing they had charged over £300 for seat selections for me and my two children. I was told—by email—that my refund would be £2,900, but I only received £2,569. The discrepancy has still not been resolved. I wish I had read the reviews before booking. Please avoid this company at all costs. I found them through Skyscanner and have now reported them through multiple channels to recover the remaining amount.

On 12 Feb 2026, Gotogate confirmed they received my £344.99 refund from the airline and promised it within 6 days. It is now 28 Feb and they are withholding my money. A Formal Letter Before Action has been issued. If the funds are not returned by 7 March, I will file a claim in the UK Small Claims Court for the principal + 8% interest + court fees. Escalate this to Finance immediately. BOOKING UZCVCI

⚠️ WARNING TO ALL TRAVELLERS - AVOID GOTOGATE AT ALL COSTS! ⚠️

Booking order number: 1119-847-675 | Overall Rating: 0/5 Stars

What should’ve been a simple round-trip airfare booking/modification turned into a nightmare.

E-ticket wasn’t processed, causing 45min check-in delay – airline staff said NO booking existed with Gotogate.
Calls went unanswered, leading to me MISSING MY FLIGHT due to their incompetence and dishonesty scams.

IMPORTANT NOTE: Booking reference 1119-847-675 is NOT associated with any actual airline flight or official customer record/e-ticket.

There are countless reputable travel agents and airline websites out there – don’t put your plans or money at risk with Gotogate.
110% scammers

THE WORST platform to buy a flight ticket. They would NEVER refund you even tho it's illegal. Support representative is rude, unhelpful and they always find excuses why they can't refund you! THE WORST EXPERIENCE EVER!

i been informed that my flight been canceled by the airline.
and after many communication they didnt give any other dates to re book the flights and they refuse to give me a refund of my flight ticket
very poor Unprofessional company. Avoid Avoid Avoid

Booked our flights to Thailand months in advanced then with few weeks of travel they cancel it. No option to rebook only refund but for me to get the same flight will cost almost double!

Unsolicited advertising, which - according to their own customer service - can not be cancelled. Really unprofessional.

Horrible site, far too many hidden fees for basic necessities everyone else offers for free- once you actually select all the things you need it ends up costing the same or more than booking from the airline themself- use it to find the airline with the cheapest flight then go direct to that airline to book

My experience with Gotogate has been one of the most stressful and frustrating situations I have ever gone through with a travel company.

Due to Gotogate’s confirmed booking error, my Lufthansa ticket became unusable. As a result, I suffered multiple financial losses and severe distress. I formally requested:

Full reimbursement of the unused Lufthansa ticket

Full refund of all additional luggage fees paid

Reimbursement of the price difference for an emergency replacement ticket purchased at Stansted Airport

Compensation for stress, inconvenience, and consequential losses caused by their mistake

Four months later, I am still waiting for my money. Nothing has been refunded.

Despite repeated follow-ups, Gotogate has failed to take responsibility or resolve the issue. Their responses were slow, unhelpful, and felt deliberately designed to delay and avoid repayment. At this point, the experience felt like dealing with scammers, not a legitimate travel company.

Because of their error, I went through an extremely stressful time, including last-minute panic at the airport, unexpected expenses, and weeks of anxiety trying to recover money that should never have been taken from me in the first place.

I trusted Gotogate to manage my booking correctly. That trust was completely broken.

If you value your money, time, and mental health, avoid Gotogate at all costs. I will be escalating this matter to UK ADR and relevant consumer protection authorities, and I strongly encourage others who have had similar experiences to do the same.

This company must be held accountable.