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GoToGate Reports & Reviews (10)

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July 8th I bought 2 plane tickets through gotogate.com. Within a few hours our plans changed and the tickets were successfully canceled. The issue was that I took out an Affirm loan of $599.22 for these tickets. The refund supposedly has been complete, but I still owe the full amount to Affirm because they never actually refunded the money. This results in having to pay almost $600 for canceled plane tickets. I've called customer service multiple times, but I get nowhere. It's the same arguement that the refund has been complete. Customer service didn't know what Affirm was, which is a big red flag! They kept asking me, which Affirm? They told me over the phone that they would send email updates about Affirm's refund. I'm still waiting on any emails from gotogate.com.

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They steal money. I booked a flight 2 days ago, called them a day ago ( yesterday) to cancel my flight, was told since I called within 24 hours to cancel the flight, I would not be charged and since I was within the time frame, was told everything is alright. I called again today to make sure the flight was cancelled since I didn't get a confirmation of the cancellation through my email. I was told by this Indian agent that I can't cancel the flight nor would I get a refund unless I pay $171, when I asked to speak to his supervisor he hung up after pretending to sound like a different person. I called a second time, then was told by the same agent ( must've forgotten that he spoke to me about 15 minutes earlier ) that there were no supervisor and after checking my ticket, he proceeded to charge me a different fee than he did earlier, He told me that I'd need to pay two ( 2) separate fees , one for $43 which apparently is for cancelling and the other one for $71 apparently this is the handling fee. ( makes no sense btw). when asked where there company was located, they stated that they are unable to disclose the location of their business.

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Our mother passes away and we need to go back home for her funeral. We booked and paid $2200 with flight network from Regina, Canada to Ho Chi Minh City in Viet Nam that is not even legal to travel. When we check in, Air Canada counter person refused to check us in because the connection from Tokyo to Ho Chi Minh is over night which is not allow but Flight Network is the One that book out flight with this connection. They said I should read their fine print when I book with them that they will not be responsible any of their booking.

I talked to flight network agent four time now including today to solve the problem again but he said he can not do anything about it because the ticket show as no show. I ask the supervisor to called me which he did. They both mentioned that this booking has been classified as no show and air Canada is the one that owning the ticket. After four days for flight network to look into what happen it turn out that you guy give me the answer that (this ticket is gone as no show) with out even look into it. both the agent and the supervisor said Air Canada is the one book and owned this ticket and it now show as no show and the ticket is gone. I called air Canada and they said that the ticket is still available to rebook and they don't even own the ticket, Viet Nam Air Line is the owner of the ticket and it is still open to rebook.

IT SHOW THAT IN THE LAST FOUR DAYS YOU JUST TAKE OUR MONEY AND SEAT ON YOUR BUTT WITH OUT EVEN TRIED TO SOLVE THE PROBLEM OF THE BOOKING THAT YOU SHOULD NOT BOOK US ON.

DON'T EVER BOOK WITH. THEY WILL BOOK WHAT EVER THEY WANT AND IT WILL BE YOUR PROBLEM EVEN IF THE BOOKING IS NOT RIGHT. THEY ARE SCRAM.

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I booked a flight from Houston, TX to DSM, IA for 11.23.21 but was diagnosed with COVID-!9 on 11/17/21 so needed to reschedule my flexible tickets with GOTOGATE. The company told me to reschedule over Christmas would cost more so I paid $273.00. The rep on the phone called me back said I needed to pay another $2.88 as the price changes before the tickets could be finalized. I advised I was not going to pay anymore so they said they would not put the bags on and I could purchase them at a later time. Three days later they are calling me from Sweden to tell me they need more money and my tickets have not been confirmed.

I have never dealt with a company that keeps calling me wanting more money to rebook a flight. I have spent $580 so far and still no tickets are confirmed.

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I bought round trips to Nicaragua during summer with Gotogate - first of all, the price was WAY more than what it would be if you buy from actual airlines. I had to get it through them since the airlines had no more flights I needed. I did the COVID-19 PCR test, got to the airport hours earlier to not leave anything to chance and the airline did not let me board - THEY SAID GOTOGATE HAD NOT “ACTIVATED” my name on the flight (what that means, months later I do not know). The airline Avianca told me that I should call Gotogate and see what's happening - so I called their customer serice (which is mainly in other countries) and spent HOURS waiting for someone to pick up. By then, I had missed my flight. When they picked up, they had no idea of what was going on and offered no help. Literally none. I have since called at least 20 times, asked for a refund, or even a simple explanation. Every time I called, a different rep would give me a b[CENSORED] reason just to say something because I would not let them off the phone without an answer. They said that it was 1 because I didn't do the PCR COVID-19 test (BUT I DID! I showed them the email confirming and showing how they even confirmed that they had received my results), then they said it was for X reason. I debunked them again. Then Y reason. After a while they admitted to not knowing what happened BUT WOULD NOT REFUND ME. I had to call Chase and request a refund for scam - which Chase understood. I would even personally send proof of all of this for whoever on the internet wants to reach out to me to show you the situation if it means that Gotogate never gets another customer again. I now know other people that had other problems with them since I've been spreading the word about my awful experience. Stay away!

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I used Google Flights to book my flight. GotoGate came up as a tursted site to book with. I went through them to book with Allegiant Airlines. Allegiant end up canceling the flight with no reschedule date. So they issued a full refund. Because I booked with GotoGate, GotoGate used their card so my refund went to them. Now I can't get ahold of them the number on the website just has white noise until it hangs up after 8 minutes. This happened 5 times. I emailed them and still have not gotten a response.

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- Doylestown, PA, USA
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On February 10th 2021 I purchased 4 tickets to travel from Mercer/Trenton airport to west palm beach Florida so that our children could see their grandparents for the 1st time since Covid. When checking into our fight on April 18th, 24 hours before take off I learned that our out going flight had been canceled. I right away called gotogate. After being on hold for nearly an hour I got though. I was told they emailed me months before about the flight cancellation. When I ask what email address it was it turned out to be a made up email address. I was told by them they created this dummie email. This of course makes no sense. Heartbroken I needed to book another flight out so my kids won’t be effected. I called Frontier directly and they were able to get us booked on another flight. Gotogate informed me that we would be 100% refunded other that the 30$ fee per ticket per their policy. Well we never received the refund. We even had a 3 way call with Frontier and a agent based in India who was rude and kept changing his story. It turned out that Frontier refunded gotogate on April 22 only 3 days later in FULL. Apparently when booking through gotogate you put your credit card info in but they then use their own card (in this case it was a MasterCard) so the refund went back to that card. They never sent the money back to us. I did file a chargeback with my credit card company but that too did not work because gotogate claimed the flight did take off. I even have all of the paperwork from Frontier and email confirmation from gotogate that the out going flight was in deed canceled. It was the incoming flight that did not get canceled. Of course we couldn’t fly home from Florida if we didn’t have a flight coming into the state. Anyways there is a Facebook group with thousands of members with the same story. Just please be aware of this company. Don’t let this happen to you. Do your research and read all the reviews. It speaks for itself.

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- Orlando, FL, USA
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They sell online flight tickets but then the flights are cancelled for some reason and they don't refund the money back.

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- Huntsville, AL, USA
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A friend and I booked a flight 3 weeks in advance for a flight to Pensacola, Fl from Muscle Shoals. Order number* ****** and Booking reference: Flight ****** scheduled to leave Saturday April 10, 2021 at 9:22 AM and landing Saturday April 10, 2021 at 10:42. At 6:22 AM I received a detailed email stating there had been changes to my flight. When I arrived at the airport and looking over the email, it showed my flight had been cancelled. My friend and I walked went into the Muscle Shoals airport and spoke the customer representative at the front desk. He did not state his name when he greeted, he asked if we were trying to check-in for the cancelled flight. He stated that the flight had been cancelled due to the extreme weather. I asked if there a later flight we could and he stated because the were limited with planes. There was only one flight to depart and that is the flight that got cancelled. My friend and I were told to call gotogate and request a refund from them since we decided to drive. When Arrived to our destination, we called gotogate and sat on hold for about 30mins. When a representative answered and we both explain the situation, we were told to call boutique air to request a refund. Boutique air stated when we called that we would have to call gotogate and discuss a refund because that is who we booked through. We called gotogate again and no one answer the phone, we then sent a detailed email stated what happen. When gotogate emailed back, the email stated they would contact us in 72 hours concerning the manner. There has no contact to discuss.

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- San Jose, CA, USA
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I booked a flight for 4 people on Friday night (~$1000) and received an email immediately saying that my order has not been confirmed and that it may take up to 72 hours for it to fully finish booking. My credit card had a pending charge for the amount. Between then and today, I called 3 times to ask about the status, since I have booked many flights over my lifetime and have never experienced this. It was really fishy. They kept telling me to check my email on the 20th (today). EXACTLY 72 hours after my booking, I got an email saying that my payment never went through and my appointment was cancelled. I called again to see what was going on. The woman said that my payment never went through and they could not book my flight. (Impossible) I called my credit card company using my husband’s phone while still having them on the line and confirmed that the $1000 indeed had gone through. I asked to talk to a GoToGate supervisor and they asked me (4 or 5 times in between holds) to call back later instead of waiting because it would take 30 mins for the supervisor. I told them I’d wait each time. It took less that 10 in total to get the supervisor, so the fact that all they wanted to do was get me off the phone made me even more skeptical. The supervisor said that the payment was not received and that the money taken from my account was being refunded and it would take 2 or 3 days for the refund to get to me. I kept asking “how can you refund something that has never been charged in the first place?” And also, “how come this has NEVER happened to me with any other online payment? Credit cards are instantly approved or denied!” He said that there are “cookies” from certain websites and began defining cookies to me. Sounded like he was reading a script! He kept repeating the same excuses every time. Finally, I looked up GoToGate reviews on google to see if other people have had the same issue and they have. There is a Twitter account full of stories about how they were scammed by this company. I asked the supervisor for HIS supervisor and he told me that he’d be available in 4 hours. This is what I’m pretty sure they’re doing since others say that they never received their refund.

I believe they put the 72 hour “hold” so that the money is no longer a “pending” charge on the credit card. Then they say your flight has been cancelled and you were never charged. If challenged, they deny that the money was taken from the account at first, hoping you give up. But they eventually tell you that you will be refunded in 2 days. Then you call in 2 days and they blame it on your bank. Then they keep telling you to call back in x amount of days until you give up.

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