Gotogate Reviews 

One star is far too generous. Absolutely atrocious customer service.

Be warned: the booking process can easily lead you to select the wrong month. I searched for a specific date, but the site showed dates for the following month, which led me to book the wrong flight. This is now the second time I have been caught out by this.

Their customer service is handled by Gotogate, and it has been completely useless. The replies feel automated, every request is passed to another department, and nobody seems willing or able to take ownership of the issue.

I contacted them immediately, within less than 10 minutes of booking, after noticing the date was wrong. After around 15 chats, several days, and endless back-and-forth, I still have no resolution.

I am beyond frustrated and have lost £400 because of this.

Avoid Booking.com and Gotogate. I would strongly advise anyone to steer clear.

It's an extortion business masquerading as a travel agency. Trustpilot should really consider negative ratings for businesses like these, and Google Flights should blacklist them.

They make sure that any changes, even involuntary ones, go through them only so they can collect a 'handling fee.' For instance, the airline made an automatic involuntary change to one of the connecting flights, resulting in a 25+ hour layover. The airline's customer care wants to amend the flight with just a 2-hour layover for free; however, they are unable to do so because Gotogate made the booking under a special category and can only be triggered by Gotogate. And GotoGate say they will only do it when we pay them a 'handling fee'.

absolute rubbish service. Had to change a flight time and couldnt do that with the airline as the booking was made with GO TO GATE (third party). GO TO GATE just kept referring me to the airline website and provided no help. Constantly pestered them and they finally said all that they could do is cancel the flight for me and request a flight credit. They did that, airline issues a refund to GO TO GATE (the booking agent). I wasnt told this and chased GO TO GATE for 3 weeks and was constantly told that I had to just wait!! Got on to the airline and they said the refund had been issued 3 weeks prior and issued to the booking agent. These muppits never told me this, never contacted me and I am still trying to get my money!!! Never use this mob, and i did it via bookings.com.

PS a lovely reply 4days after my review, but still haven’t fixed the problem and still haven’t contacted me. Rubbish business this one

So far so good. GoToGate accepted my booking where 2 other booking sites (booking.com and trip.com)failed before payment. GoToGate also accepted my QR FF # when the others could not. Fingers crossed for an uneventful flight(s).

I got the best price availavble for the flight I wanted and the booking process was very easy.

The support is 100000% useless. They are just there to answer the phone and provide no help. This company is partnered with Booking.com! Why would they extend their reputation to this terrible company!!!

Book and paid a flight through Go to gate. Airline cancels the flight....Refund....good luck!! You will be a tennis ball between go to get and the airline!

My flight was cancelled on 17/03, and more than three months later I still have not received my refund.

Every week I call Gotogate for an update, and every time I hear the exact same scripted response: “Your refund is still in process.” No one can provide any real information, there is never a manager available, and customer service seems to have no clue about the status of the case.

They even send automated no-reply emails claiming that a refund has been requested, but there is no follow-up, no timeline, and no actual resolution.

Calling them is a complete waste of time. You can spend up to two hours waiting in the queue just to hear the same meaningless script again and again.

This has been one of the worst customer service experiences I have ever had. Holding customers’ money for months without providing clear answers is unacceptable. I would strongly advise anyone to avoid booking through Gotogate.

I booked an Air India flight through Booking.com, with Gotogate handling the flight booking as Booking.com's travel partner. Due to a flight delay that would have caused me to miss my connecting flight, I cancelled the booking and requested a refund.

It has now been more than three months, and I still have not received my refund of DKK 7,483.

During this entire period, I have contacted Gotogate numerous times by phone and through customer support. Every time I receive the same response: "We are waiting for Air India to approve the refund." However, when I contacted Air India directly, they informed me that bookings made through travel agents must be handled by the issuing travel agent.

As the customer, I have been left caught between Booking.com, Gotogate, and Air India, with each party pointing me elsewhere while my money remains unpaid. Despite countless follow-ups, I have received no meaningful updates, no evidence of progress, and no clear timeline for when I can expect my refund.

Keeping a customer's money for over three months without providing a satisfactory explanation or resolution is completely unacceptable. This experience has caused significant financial stress and has seriously damaged my trust in both Booking.com and its travel partner, Gotogate.

I strongly recommend that anyone booking flights through Booking.com carefully consider the potential difficulties if something goes wrong. When a refund is required, customer support has been slow, unhelpful, and unable to provide a clear resolution.

Terrible. Avoid them at all costs. Do not pay to use them. They will not help you. they have zero customer service. It's all AI and call centers and they don't have the power to give you the service they advertise. They will just wait until your flight leaves

Spent about 40 min.trying to book a flight here and it was just a waste of time. The website was loading forever and constantly popped up annoying ads for extra paid services. When I finally reached the payment page, the price suddenly jumped up for no reason. I closed the tab and bought the same ticket directly from the airline in 5 minutes. Don't waste your time!

BOYCOTT GOTOGATE! Half my flight was cancelled and Gotogate promised to arrange a new one for weeks. This never happened. I was left stranded in Singapore and had to sort my own flights to my destination - they had weeks to organize, I even spoke to a manager in Sweden who promised to get me to Barcelona to catch my Ryanair flight - never happened. Then I’m told I won’t get half of the cancelled flights. I’ve waited over 2 months for a refund for the cancelled flights - they state they have sent the refund but I never received it. This business is super dodgy - never use Gotogate

You are doing well love to continue booking from youse thanks for the help

Do not use this business if you want proper customer service. Our flight home was cancelled and it took 7 weeks to sort out replacement flights - do not pay for the additional service assistance as there is never a response to your correspondence and when it does happen you get generic emails etc.
Total waste of money and will never use again.
Please beware and determine all other options as GTG is not a good one.

During booking a flight they say that prices went up, so ‘continue’ and pay more.
Checking again, I booked again the lower price, and again ‘prices went up’.
Thieves!
Btw, they all do the same.
Just book through the airline itself.

xxxxxxxxxxxx

Answer I got from Gotogate:
"Hello,

We were unable to locate any reservation with the information you provided.

Kindly use our official contact channels found on our website to reach us for assistance.

Best regards,
Gotogate"

xxxxxxxxxxx

Of course they couldn't find a booking:
I eventually booked through the airline itself. What a relieve.
Btw, the same experience with Booking.com and others.
Except then for the airlines itself.

They need to train their staff, and also tell them they are not allowed to lie to customers. As long as Booking.com continues to use them as an agent for their flight bookings, I will never book another flight with them. If I could give them a score of zero, I would. Sorry to say this because I use Booking.com for 95% of my accommodations bookings and sometimes attractions as well and I really like them. Sad for them to have unhappy customers because they are forced to have gotogate handle their flights.

Booked a flight through Booking (Gotogate handled the flight transfer), and two weeks ago I received an email stating that I had been rescheduled to a flight over 2.5 hours later. This would have extended my layover in Bangkok from 1.5 hours to over 4 hours. So, I called them and said I wanted to be moved to an earlier flight (there were incredibly many available), pointed one out, and told them I wanted to travel on that one. I then had to wait two weeks. It shouldn't be any harder than just moving me to another flight, since the issue wasn't due to a natural disaster but rather for 'administrative reasons.'

After two weeks of total silence, I received a confirmation email saying my request was accepted and that I would be moved to the flight I asked for. Then I received my new itinerary from Gotogate, and they hadn't even moved me to the flight I requested. So now I have to submit yet another request to be moved, and I'm flying in less than 3 weeks—and last time it took them two weeks just to reply. DO NOT BOOK THROUGH THEM."

I am extremely disappointed with Gotogate. I booked a flight via Booking.com and paid for checked baggage in advance. However, due to a system error on Gotogate's end, the airline (KLM) had no record of my payment at the airport. I was forced to pay another €80.00 on the spot just to board my flight!
For 4 long weeks, I have tried to resolve this with their customer service, but they completely ignore the issue and refuse to refund my money. This is unacceptable. I have already filed a formal dispute (Chargeback) through my bank (Sparkasse) and submitted a legal complaint to the European Consumer Centre (ECC).
Booking Number: Y62K46
Customer Reference: 40-983271511
Do not trust this agency!

It would be a perfect institution if it weren't for the last-minute price increases.