Gotogate Reviews 

A awful experience I certainly will never be using this company again terrible support if you have a problem and just push the blame onto airlines which in my case wasn't the airlines problem gotogate just simply offered no help or support but just gave me empty promises they said a support team member would call me back with a answer which didn't happen so when I eventually got back through on phone lines they said they'd not received any cal previously regarding problem so keep clear from this company

DON'T BOOK WITH GOTOGATE.
Worst experience ever. My flight got cancelled so I asked for a refund. GoToGate said they need the approval from the airline. The airline, which was very helpful in this situation, sent me proof of this approval, in fact they sent me a screenshot in which it is clearly visible that they sent the Waiver Code.
After 2 months they keep saying they need the approval, even though I have proofs of the opposite... they have no shame, really.

terrible service. no solution, no refund, no rebooking just AED5,000 lost. Terribly unhelpful and inconsistent advice

Worst customer service. Avoid this site.
I have been trying to cancel my flight ticket for nearly a month, and the company is completely giving me the runaround. Every time I contact them, they just tell me their "dedicated team will contact you." It feels like they are intentionally dragging their feet until my departure date passes so they don't have to issue a refund. Save yourself the stress and book elsewhere. Ref# 40-880776051

Sadly after using these guys for years I have had enough. Cancelled a flight and was told the refund would be 2 weeks. Customer service lies every time you go on there saying they will personally follow up, and they never do. I have now lodged a complaint and it's been nearly 3 weeks and no reply. Over 2 months now. Save yourselves the time, pay the extra and book directly. I think you could call these guys scammers

They cancelled my reservation and charged the full fee, contrary to the rules and charges I had been informed of. Even after I confirmed and reiterated the rules and fees applicable to the booking, it was cancelled with the full charge applied. I will never book with this agency again.

Sold a self-transfer itinerary that was impossible to execute as designed.

Gotogate sold me a New York–Marseille self-transfer (Air Canada + Air Transat, 1h43 connection in Montreal). Two conditions they created themselves directly contradict each other:

The Air Canada segment was a Basic fare that does NOT permit a carry-on bag / only a personal item.

This was never disclosed during booking. My receipt contains zero per-segment baggage information.

At the same time, their own self-transfer notice instructs passengers to collect and re-check baggage during the connection. Impossible in 1h43, and pointless when the fare allows no carry-on anyway.

When I discovered the issue at check-in, two Gotogate chat agents told me to buy an extra bag on the Air Canada site. I did.

It was useless: a checked bag doesn't grant carry-on rights, and couldn't be retrieved in time during the self-transfer. The advice was wrong and incomplete.

I then filed a formal complaint, followed by a written follow-up. Five weeks later: no response, no acknowledgment, no case number. The online chat openly refuses to escalate or even provide a complaints address.

Selling structurally incoherent itineraries without disclosing fare restrictions, then giving incorrect guidance and ignoring complaints entirely, is not acceptable. Be very careful with self-transfer bookings here and check each segment's fare rules directly with the airline before purchasing.

Order reference: 1125-934-727
Travel date: 23 May 2026

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UPDATE : Gotogate replied here in the comments telling me to use their official contact channels... As my review already states, I used those channels twice. A formal complaint and a follow-up with no response over five weeks. Their reply simply shows they are not event reading complaints. Still no case reference, still no resolution.

This so called travel agency is a total fraud! After my flights have been canceled by the airlines due to the Events in the middle East,telling me that they are going to give me a 100% refund,gotogate refunded me only 70% of what i paid them,and this after almost 6 months,a lot of phone calls and arguing on my behalf. They keep blaming the airlines,but the same tickets bought by some friends of mine in the same planes via different tour operators have been fully refunded in days.
Never going to buy from them and also going to file complaints at local authorities!

I booked a flight with JetSmart through GoToGate. I received no check-in details beforehand from either JetSmart or GoToGate. When I got to the airport I was fined by JetSmart for not having checked in online beforehand. I had no opportunity to do that.

I have since contacted JetSmart, who said I had to take it up with GoToGate.

I contacted GoToGate, who said I had to take it up with JetSmart.

Very shoddy behaviour from both companies.

Easy to complete step by step and cheaper than everyone else

URGENT REQUEST FOR HELP

A Message to Mathias Hedlund, CEO, Etraveli Group

I never imagined I would need to write a public review to the CEO of Etraveli Group, but after weeks of trying to resolve a straightforward issue, I feel I have exhausted every reasonable avenue available to me.

This matter is not about seeking compensation or preferential treatment. It is about accountability, customer care, and the duty of care that every travel company owes to its customers.

For more than three weeks, I have made over 30 phone calls, sent numerous emails, and participated in countless online chats trying to have an approved airline ticket reissued.

Your Office - Gotogate has been provided the necessary approvals.

The airline has issued waiver codes.

The airline has confirmed that the ticket can be reissued.

Yet despite having everything required to resolve this matter, your organisation has repeatedly failed to act.

Instead of issuing the approved ticket, I have been offered a refund which I have refused as this is a HUMANITARIAN PROJECT . This is not an acceptable solution when the delays have been caused by your organisation's failure to process an already approved reissue. A refund simply transfers the financial consequences of those delays onto the customer, who must now purchase significantly more expensive flights due to the passage of time.

What concerns me most is not simply the operational failure. It is the apparent absence of ownership.

At no point has anyone with decision-making authority contacted me personally.

At no point has a senior member of your team demonstrated genuine accountability by working directly with the airline to resolve the issue.

The responsibility has instead been passed between departments while valuable time continues to disappear.

Travel companies occupy a position of trust. Customers rely on them to advocate on their behalf when disruption occurs. Duty of care means doing more than sending automated responses or reading scripted replies. It means taking ownership when an airline has already approved a solution and ensuring that solution is implemented.

This journey is not a holiday.

It is humanitarian travel to Malawi, where I personally fund my work supporting vulnerable girls and women in remote communities. I have undertaken this work for more than eleven years at my own expense.

Whether my journey is humanitarian, business or leisure should not change the level of service I receive. Every customer deserves professionalism, transparency and timely action.

Mr. Hedlund, leadership is ultimately reflected in the culture an organisation creates. When customers spend weeks trying to resolve a matter that has already been approved by the airline, it raises important questions about governance, accountability and customer care within the organisation.

I respectfully ask that this matter be reviewed by someone with the authority to resolve it properly. My request has remained consistent from the beginning: issue the approved ticket in accordance with the airline's authorisation.

Customers should not have to fight this hard to receive what has already been approved.

I sincerely hope this review prompts meaningful reflection and, more importantly, immediate action.

Your staff have sent numerous emails. Your response absolving responsibility infering there is no record is a continuous reflection of my experience

Gotogate — Horrible Experience!

My experience with Gotogate has been extremely disappointing.

Shortly after booking, I received an overwhelming number of unnecessary flight changes. However, the biggest issue happened about a week ago. I received an email informing me of a major flight change, including a request that I pay again for a flight from Dubai to Ethiopia that had already been fully paid for. An explanation would have been appreciated, but none was provided.

About an hour later, I received another notification saying my flight was cancelled and I was given two options: rebook or request a refund. Since I was travelling in two weeks, I naturally wanted to rebook. Shortly after, I was told that rebooking was not possible and that we had to proceed with a refund.

What made the situation worse was that I later received a direct booking confirmation email from the airline itself, yet when I contacted Gotogate support for clarification, I received no proper explanation. The communication between Gotogate and the airline was clearly poor, and the support experience felt extremely unprofessional.

There was no apology for the confusion, no clear update regarding my refund, and no accountability for the inconvenience caused.

In conclusion: book with Gotogate at your own risk. I would strongly recommend being cautious and considering other options before using their service.

If I could, I would give 0 stars. The amount of transfers I was put on with no solution, being told multiple different informations. The are by far, the worst customer service I have ever experienced. Do not book any flights with this company!

Ordered a fligt from Norway to Italy. This was cancelled by the airline and I was asked to chose an action. Only action was to request a payback. I have now been in contact several times with customer service. it took about 1,5 months before they actually registerred my payback request even thoug I got a mail and confirmation from customer service in april confirming it had been registered. I am still waiting for my money and every time I contact them for a status, the feedback is : "You should just wait." the answers I get from customer service seems rehearsed as they are almost identical every time i talk to them with no attempts to help with the issue at all. My recomendation is to stay away from gotogate.

Stay away from this company! I paid for flights & after they took my money, I called for my booking numbers & these sick people tried to tell me I needed to pay $138 more, 2 seconds later they said I needed to pay over $230 more. This is after I paid the price days before!!!! They then told me someone would call me back, then sent an email saying I reached out via chat & they did not receive my response. We were getting flights to help with the Venezuela earthquake relief effort! These people are sick!!!! Luckily, I remembered I also paid for seats on the flights & was able to contact the airline directly to confirm. So, what did they need more money from me for???!!!

Very bad service my dad bought a ticket and then they themselves canceled his flight and didn't refund his money they are thieves be careful because they scam

GO to GATE does not refund after flight cancelled by company SAS. Booking and payment done 11/05 569,16€.
29/06 still no answer from GO to Gate.
Will have to go for lawsuit. Such a shame...

Due to technical error an h was missing in a name. 20 min. later I was charged over 50 euro to have this corrected.
Will never use them again. Took an extra 30 min to get it sorted.

Very poor experience with Gotogate regarding a self-transfer itinerary that was sold without clear disclosure.

The booking included separate flight segments with extremely tight connections in Catania. During the purchase process, there was no clear indication that this is a self-transfer connection requiring immigration, baggage collection, and re-check-in.

The return connection included only 40 minutes between flights, which is not realistically sufficient under standard airport procedures.

Customer support refused to acknowledge the operational issue and insisted the itinerary is “valid” without addressing the practical impossibility of completing all required steps within the given time.

Overall, the booking was misleading and not aligned with real-world airport logistics. I would strongly recommend verifying connection types carefully before using this platform.

After posting this review, Gotogate responded with a generic template that did not address a single issue I raised. They even referred to "future lodging needs," although my complaint concerns flight tickets. They did not address the self-transfer issue, the unrealistic connection times, or my request for a full refund. This further demonstrates the lack of meaningful customer support.