Gotogate Reviews 49

Saw a flight that looked reasonable. It was about £600 to London from Vietnam. Go through the process, get to the payment screen, all good. Click to pay and then a pop up says the flight is not available at that price and then changes it to £6500. Be careful. It's only one click away from being scammed.

If you want a worst customer service, contact Gotogate and they will charge you £13 for each query which they speak with airlines .. Finally at the end , they will say they can’t don’t anything.

I booked flights through Booking.com, who used Gotogate to issue the tickets (something I was not made aware of at the time). My booking reference was U35SHE (Booking number 40-647545857). I purchased two tickets (adult and child), with a flexible ticket option specifically to allow a refund if cancelled.

On 7 August 2025, I cancelled the child’s ticket and received written confirmation from Gotogate/Booking.com that the refund request had been submitted to Saudia Airlines. I was told the refund would take 10–15 business days.

It has now been over 2.5 months, and I have received nothing. Gotogate continues to claim they have not received funds from the airline. However, when I contacted Saudia Airlines directly, they confirmed the cancellation was processed in August 2025 and that refunds are issued to agents within a few days. To make matters worse, I recently purchased and cancelled a different ticket directly with Saudia Airlines and received a refund the next working day – proving the airline is not the problem. I purchased tickets from them many times before and never had an issue getting a refund.

This leaves only one conclusion: Gotogate is withholding my money. Their customer service offers only generic, copy-paste responses, with no accountability or transparency. I have been forced to file complaints with the UK Financial Ombudsman Service and will escalate to the Internet Crime Complaint Center (IC3) if necessary.

Gotogate’s handling of refunds is completely unacceptable and feels like deliberate obstruction. If you value your money, do not book through Gotogate. Pay slightly more and book directly with the airline or a reputable travel agent. Watch them reply to this with their generic reply saying we could not trace it because there is no reference (and I did provide reference no).

Arnaque totale !
Tout le monde le confirme sur internet donc faite attention.

La société nous a obligé à reprendre une autre réservation et nous confirmant qu'elle va annuler la 1ère réservation et la rembourser dans la foulée. Mais, la foulée dure depuis 8 mois !!!
La société me dit qu'elle va me rembourser les 1500 euro mais toujours rien, rien et encore rien à part "nous sommes désolé" mais nous ne voulons pas des excuses mais un remboursement...

They are keeping €40 of the €60 refund for "a lot of admin" and contacting the airline. No the airline contacted you and the admin is 10 mins max.
I booked an outward flight with them and return directly with airline. The airline refunded both and returned their part in full and money was in bank in 5 days.
I knew it would take a few extra days because the other part has to come through these people. But 12 days later i have had to contact them twice and got 'do you want me to go ahead with refund" doh yes its already been refunded by airline! And btw we keep 40 for 'all the admin'
Burying my father was hard enough without people like these. Book direct!

We booked important and significant family holiday, 11 family members. Unfortunately, one of our daughters booked her family of 5 through GotoGate. We all arrived but her and her family still in London because GTG has not paid an airline for tickets booked last December for August this year. Warning - do not risk your travel booking through GTG. My daughter has been on the phone to GTG for 2 days whilst the rest of us who did not book through GTG have arrived at our destination. This has utterly spoilt a special family holiday planned over a long time. Shame on you GTG. Book through GTG at your own risk and prepare for legal battle with this company.

I booked a flight from London Heathrow to Hong Kong via Gotogate (through Booking.com) and was wrongly charged Air Passenger Duty (APD) for a child under 16 — which is clearly exempt under UK tax rules for economy flights.

Despite providing all booking and receipt details and following up multiple times over the past 10 months, I’ve received no refund and only generic replies like “under investigation.” This is a simple case of overcharging, yet the company has failed to take responsibility or resolve it.

Extremely poor customer service and a frustrating experience. I will be escalating to consumer protection bodies. Not recommended.

This has been the worse company I have ever had the misfortune to deal with.
I cancelled my flight over a year ago and they still refuse to process the government taxes that I am due back, they refuse to provide any accountability, they just say they are elcalating the issue. I booked through booking.com so I expect that they would sort this out.

Absolute joke!!!
Price went up at checkout by £300
They take the booking without securing flights then try to fill them after taking your money.
Customer service is terrible
They could not complete my booking despite taking £2296.44p I still have not had a refund over 20 days later. Disgusting!!

As per everyone else AVOID AVOID AVOID tied in with Booking.com on my flight. Airline changed return flight. I couldn't use. Wanted to charge me £185 to change it , only cost £250

I have been waiting for my money for the past 2 months and the agencies keep on saying the airline hasn't paid them,how ever the airline said they have cleared the refund process please l want my money ,this is affecting me mentally l will end up having stroke because of stress.@consumer rights England l need your help at this .

This tour company is a fake that stole your fees!
For more than one month I had several long calls with gotogate agency about refunds of a canceled flight.
Nobody know anything about refund, any other employee answered me with a new version of a lier.
On the other hand the airline company that is a second part paid my fees one month ago and I have a confirmation latter of almost 900 euro for my tickets.

This money are in togogate account.
Just they seem to do nothing with the business.
Lies and quackery!!!!!!!

Order number:
1020-790-492

LDYR6T flight outbound
HBYW2J flight inbound

I am only given 1 star because there is no option to give 0 star.

This is the worst travel agency I have ever used. Their services are so poor and inconsistent.

I booked a flight with this agency in July. Taken into account my health needs I paid a bit more to ensure my journey was comfortable. I booked a 12 hr journey to and fro.

For reasons beyond my control the trip was cancelled and go to gate changed my flight to a 20hrs flight and were unapologetic about this.

My initial ticket had baggage allowance of 23kg check in luggage but my change ticket had no check in luggage.

I contacted customer service and spoke to 2 very rude and unprofessional customer service reprentative. Mayur and labrini were so rude on the phone. The lack empathy and compassion and presented as if they did not want to be at work. They were both dismissive of customer query.

I aked for my querry to be escallated to a manager and 48hrs after no one has bothered to call me.

Please run as far as you leg can take you

Go to gate is receiving this negative review due to being a Booking.com Affiliate.

Never had any issues with booking.com until this time and this is enough to make me and my family take a decision to never use them again. EVER. I had a flight booked with possibility to change the date of the flight. I reached out to to customer service and asked them to bring the date forward. They changed the date, made me pay the difference and Go to Gate sent me the new link with new booking for amended date. At the airport I got boarding pass went through security and to the gate when we came to realise that boarding pass was printed out for the old date. Following multiple calls to booking.com flight service my ticket was raised and escalated but not resolved on the day. I ended up waiting at the airport for 8 hours and had to make a hotel reservation while they are still investigating what happened, instead of prioritising me as a customer that has been unable to fly and was not provided any resolution within 24 hours - all because booking.com has made a mistake. I will make a formal complain and make the escalation as much as possible. In the mean time I will make anyone I know aware to avoid booking.com like a plague - A multibillion company in revenue.

At this point I am not sure if this was error made by go to gate but because of the delay that this has caused and the resolution that was not presented to me on the day Go to Gate is also responsible.

We are still waiting for their answer... I reserved a whole trip to Israel using Gotogate between August 16th until September 2nd for 5 passengers. Due to the situation there, our first flight was canceled and we were asked if we would like a reimbursement. We of course said yes because there was nothing we could do. It turned out that we were reimbursed only for the first flight but not for the return. HOW could you return from a place you can't travel to? We were offered a return amount of 100 euros while there were still 800 euros in this same reservation. Their excuse was that gotogate reserved 2 different flights in 2 different reservations but this has nothing to do with me... the 2 flights were reserved by me with the same aeroline aireuropa... so nothing makes sense. They ask me to wait and be patient but the return flight was 8 days ago and we are now left with nothing...

Their support is a complete nightmare. Each time I send an email, it gets replied to by a different person who seems completely unaware of the previous correspondence. It's like they have no idea what has been said before. I send attachments, and they thank me for the attachments, but later on, they claim that there was never any attachment.

This constant back-and-forth is incredibly frustrating and unprofessional. It's clear that Gotogate's support team is disorganized and not equipped to handle customer issues efficiently. I would not recommend their services to anyone.

Dreadful support team who won't accept responsibility for their errors. Airline changed flight schedule and with a lot of direction from me agreed alternative flights that didn't require 9 hour stopover in Edinburgh as their suggestion. Got airline confirmation on MyBookings app on 21 May. Yesterday this booking disappeared and GoToGate saying airline policy won't let them book it. Now back to 9 hours at Edinburgh Airport for connection to Orkney. Provided copies of email exchanges confirming flights and screen shot of LoganAir My Bookings page showing reservations held. All to no avail. Its going to be a long haul taking 12 hours to fly from Southampton to Kirkwall and a really rubbish start to our holiday. Will never use Booking.com for flights again due to their partnership with GoToGate.

I had a terrible experience with Gotogate and their support team. I was double charged for a seat reservation using Booking.com, and dealing with their customer service has been the worst experience ever.

Their support is a complete nightmare. Each time I send an email, it gets replied to by a different person who seems completely unaware of the previous correspondence. It's like they have no idea what has been said before. I send attachments, and they thank me for the attachments, but later on, they claim that there was never any attachment.

This constant back-and-forth is incredibly frustrating and unprofessional. It's clear that Gotogate's support team is disorganized and not equipped to handle customer issues efficiently. I would not recommend their services to anyone.