Gotogate

Quick update to an earlier post. Tickets cancelled by BA in June 2020 were never refunded by Gotogate. Instead they kept me hanging with emails claiming they were waiting for BA to refund them first. In reality, I learnt from BA that they already refunded Gotogate in July.

Fortunately, I had booked via my credit card company, and they finally refunded the money owed to me now… 7.5 months after the original booking, and with still no satisfactory answer, let alone excuse from Gotogate. Never ever will book through them again.

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Firstly, we've learnt our lesson and will always book directly with the airlines in future!
Probably like everyone else, we booked Emirates flights in Feburary 2020 to fly to Dubai on 8th April with GTG as they were considerably cheaper. Happy days.
Obviously the flights were cancelled due to Covid-19 and we took the option of keeping the flights open instead of choosing a refund.
Fast forward to mid June and we decided to rebook our flights with our travel voucher. This was where things went downhill (like everyone else) :
Near impossible to get through to GTG on the phone (waiting times up to 2 hours) and also getting cut off mid conversation etc.
As our flights were with Emirates, we knew their open ticket policies for rebooking tickets, regardless if it was direct with Emirates OR through an agent. As long as the flights were rebooked BEFORE July 31st, no additional fees, fare difference etc should be paid.
During several frustrating calls with GTG, we were told we would have to pay 拢1000 (one thousand!) extra to rebook the flights scheduled in August. Each phone call would result in us being told varying extra costs and/or taxes would need to be paid – each time we questioned why and we were told the extra charges were coming from the airline (Emirates) not GoToGate!!
We made several calls to Emirates to see if this was false information & of course we were informed by Emirates that they do NOT charge any extra fees to either agents or direct customers.
Another excuse GTG gave was that we would have to pay a re-routing fee, as the new flights would be departing from London Heathrow, whereas our original flights were departing from London Gatwick. The change in origin departure was not our choice – it's the fact that currently Emirates are only flying from Heathrow.
Again, we contacted Emirates to confirm that we shouldn't be paying for this fee & again we got the confirmation.
Simple fact was that GTG were telling us false information regarding Emirates' policies. The problem we then faced was as much as Emirates were being very helpful, they would not contact GTG directly to inform them of their false policies. In turn GTG were telling us that we would have to get Emirates to contact them to validate the correct policy for our booking so we wouldn't have to pay the random extra fees (to be clear, everytime we called GTG, the quoted fees were different EVERY time!)
Upon further investigation with Emirates who were able to see the orginal booking on their system, we were informed that the tickets were actually issued by Global Travel Network in New Zealand.

HERE'S THE ADVICE (well done for reading this far!) :

It is likely the airline tickets you have purchased from GTG are actually issued by another agency!! When we confronted GTG, they admitted that there is an "agent desk" that is a middle man between them and Emirates when communicating. Of course this "agent desk" was Global Travel Network.
We phoned the agency in New Zealand (拢53 call for 15 minutes) and they were very helpful. After explaining the situation, they kept us in the loop via email and had contacted Emirates who in turn confirmed in writing the correct policies. (N.B. Emirates were now willing to do this as they were now communicating with an agent, not a customer).
Global Travel Network then confirmed that they would send this the GTG on our behalf.
Lo and behold we received an email the following morning from GTG saying we could rebook our tickets with no additional fees as they had been informed of the "updated" policies. Win!!

Anyway, we confirmed we wanted the new flights and begrudgingly paid the 拢30 handling fee, but by this point we just wanted it done. We recieved a confirmation email but….

….we still haven't recieved the tickets!! We can't even log onto the GTG website using the booking / order numbers – it states it does not match their records.
When logging onto the Emirates site, it recognises the new flights, but states that the agents still have to issue the tickets.

So, you guessed it – we have been on the phone constantly over the past 4 days to GTG, waiting hours, getting cut off, passed from department to department and always being told the tickets will be issued within 2 hours….and we have nothing.
The most recent call today I got a supervisor to email me stating that the company promises to issue the tickets within 24 hours else we are free to get a full refund.

I'm not going bother crossing any fingers.

Moral of this essay review – just book direct with an airline….but if you are in a similar situation, thoroughly check your booking(s) and see if it states a different agent to GTG that issued the tickets – it could help you (slightly)

I requested a refund on 19th march after my flights being cancelled due to covid. I was expecting the process to take sometime due to the situation and am willing to wait patiently to an extent.
1 month later I hadn't heard anything so called back on 20th April for an update, was told it was being processed, ok.
1 month later still not heard anything so call back on 20th May, and am told that in actual fact no refund has been requested from the airline because I have apparently accepted a voucher? Completely untrue and I have an email from back in march which clearly shows that I requested money back not a voucher. The exact same thing happened to a friend who I was travelling with, so this is clearly a tactic they employ in the hope that they either buy themselves extra time or you just give up all together. When they eventually request a refund from the airline, they tell me that they cant predict how long it will be as depends entirely on how long it takes the airline to refund them, but that once they get the money back from the airline they will send me it within a couple of weeks.
One week after this I receive an email from the airline to say they have refunded the agent, i.e. gotogate. I waited a couple of weeks and then rang gotogate for an update. They tell me they're still processing the refund.
Another 3 weeks later ive just rang back again and same answer They've had the money from the airline for over a month now. This is clearly another tactic to delay or hope people forget. How many times will I have to ring up? Understand the situation that the airline industry is going through, but have already had refunds back from other flights I had booked direct with the airline in a much more organised and timely manner. I have learnt my advice to never book through an agent again and would advise others to do the same.

I am owed over 拢2,500 since early April, i have just been informed by a very helpful customer services adviser to "just wait for a refund" it has been 3 months? how much longer do i have to wait. I then called Emirates and they have informed me no refund has been requested!! Who is actually telling me the truth. Cannot got a decent response from Go to Gate no matter how hard i try. I am a NHS worker and the last few months have been bad enough, without having to keep fighting for a refund which i am entitled to……

I am unable to get either refund or any answer from Gotogate after cancellation my flights due to COVID. All my support tickets are closed without explanations with some statement like "you agreed to get voucher". I am unable to get any voucher too. Really bad company – stay away!

Just spent the entire morning calling and calling!!! Worst Booking Company!!!!!! Worst!! The airlines cancelled our flight and sent us an email asking us to get refund from the travel agent (Gotogate). Gotogate used all kinds of excuses to refuse a refund. They told us to get an approval note from the airlines, a written statement from airlines, a $30 cancellation fee, etc. You name it!!! I called the airlines a few times and was told it is the travel agent's responsibility to release a refund, they already approved that…. More worse, Gotogate let me wait over an hour and then left us in silence, literally! No sound! No response!! Gotogate, you are trying to make immoral and bloody money by taking advantage of covid-19 victims!!!! I hope you will sleep well.

It's a scam. Don't use Gotogate. Do NOT purchase a ticket with them unless you are prepared to go to the airport and find out they sent you a nonfunctional ticket and that you will have to buy a last second expensive ticket. I bought a ticket through them. I received the confirmation and the receipt. When I showed up to the airport, was told that my ticket did not work. Called Gotogate who refused to help. Ended up having to purchase a last second ticket which was worth 4x the price of the original I had paid Gotogate. Meanwhile, I've waited 2 months with no response from Gotogate, no refund for the ticket I paid them or for the last second ticket I had to purchase due to their ticket not working. I've gotten a hold of Gotogate on the phone multiple times but they refuse to transfer me to a manager. They keep telling me they will call back in a few days but never do. They have not responded to my online complaint or my emails either. Total scam. Would highly discourage.

We are 2 pensioners who have been ripped of by Gotogate. Our return flights from Bangkok were cancelled firstly by gotogate who after lots of ignored correspondents eventually sent a conformation that this cancellation was correct and they would send us a full refund as soon as they received from Air China. We also received some emails from Air China with flight alterations an eventually conformation of cancellation, it also stated it had given Gotogate the go ahead to refund us, the conformation code was included. Its now been 6 weeks and having no refund contacted there customer service (customercare at support.uk.gotogate.com ) This is their reply; 'With reference to your email we would like to inform you that refund is not possible airline has already declined your refund request as booking is no show hence refund is not possible. Kindly contact to airline directly if you have any other query regarding refund. Kind regards, Gambhir S, Customer Service Gotogate' We did manage to purchase return flights with another company and got home on 8th March. These however cost us over twice as much as the refund that is due to us.

We are 2 pensioners who have been ripped of by Gotogate.
Our return flights from Bangkok were cancelled firstly by gotogate who after lots of ignored correspondents eventually sent a conformation that this cancellation was correct and they would send us a full refund as soon as they received from Air China. We also received some emails from Air China with flight alterations an eventually conformation of cancellation, it also stated it had given Gotogate the go ahead to refund us, the conformation code was included. Its now been 6 weeks and having no refund contacted there customer service (customercare at support.uk.gotogate.com ) This is their reply;
'With reference to your email we would like to inform you that refund is not possible airline has already declined your refund request as booking is no show hence refund is not possible. Kindly contact to airline directly if you have any other query regarding refund.
Kind regards,
Gambhir S, Customer Service Gotogate'
We did manage to purchase return flights with another company and got home on 8th March. These however cost us over twice as much as the refund that is due to us.

Go to Gate …. Backyard Amateurs that cannot even be compared to a Start-up. 7th day trying to cancel / Refund flights ==>> 4 hours to get to their first attendant … then 2 hours to get to their scheduling team … to then hear from a clueless individual that, he doesn't have the necessary access to put the cancelation through, ad then would have transfer me to his colleague and I was not gonna wait more then 15 min (Liars)… another 3 hours till the call was dropped !!!! So frustrating as they purposefully redirect you call till you get lost… and just give up cancelling. Avoid at any Cost !!! Scammers

I did book flight 20/Feb/2020 and on 20/March tried to cancel my trip during the state of emergency in Ontario, Canada. Send five emails , only to cancel my trip and only automatic email was the respond. Today is 27/March only four days to start my trip and no Answer. 01/April return 06/April Tree days in a row called the number 1-888-829-8699 (toll free) and Waited 3-4 hours …. nobody answered. I need a help just to cancel my trip and receive the cancelation note ….. nothing VERY VERY VERY

Disgusting, terrible customer service. I can't fly to NY from London due to COVID 19 restrictions. I called them they said call the airline, I did, airline said call ur third party as they have to cancel it. Now trying to call gotogate number – it says cant take call at these times. Feed up. Such a bad company with no conscious of treating people in such a global pandemic. Also they say on the website to call them -but funnily enough they haven't put a number which connects to there call centre.

Total scam. They take your money, cancel the flight and leave you in the dark, with no place to call or get reimbursed. Stay away everyone. They ought to be prosecuted

Scam artists. No refund no customer service. Terrible all the way around. Never again.

DO NOT USE. I had a flight to Canada booked for March 21st on Porter airlines. Porter has cancelled that flight due to COVID-19. I called Gotogate, and they claimed that it had not been cancelled, despite the fact that I was literally looking at the statement online. A quick Google search would have confirmed that I was correct. They said I had to call Porter directly to get 'authorization', so I did. Porter, of course, told me that the travel agent needed to contact them directly and there was nothing they could do. So I called Gotogate back (each of these calls, of course, took a very long time.) Again, they claimed that my ticket was non-refundable, DESPITE THE FLIGHT BEING CANCELLED. I remained polite (I am Canadian, after all), but the agent became very aggressive and began talking over me and yelling. They again tried to tell me I needed to call Porter. When I told them that I had ALREADY called Porter, the lady again got very surly. Now I'm on hold with Visa to get the charge removed as fraud. I sincerely hope that Gotogate goes out of business. During a global pandemic they made it impossible to obtain a refund to a cancelled flight. Even had the flight not been cancelled, THE BORDER IS CLOSED! I cannot cross the border! None of this logic seemed to be of any consequence to anyone I spoke to at Gotogate.

DO NOT USE. I had a flight to Canada booked for March 21st on Porter airlines. Porter has cancelled that flight due to COVID-19. I called Gotogate, and they claimed that it had not been cancelled, despite the fact that I was literally looking at the statement online. A quick Google search would have confirmed that I was correct. They said I had to call Porter directly to get 'authorization', so I did. Porter, of course, told me that the travel agent needed to contact them directly and there was nothing they could do. So I called Gotogate back (each of these calls, of course, took a very long time.) Again, they claimed that my ticket was non-refundable, DESPITE THE FLIGHT BEING CANCELLED. I remained polite (I am Canadian, after all), but the agent became very aggressive and began talking over me and yelling. They again tried to tell me I needed to call Porter. When I told them that I had ALREADY called Porter, the lady again got very surly. Now I'm on hold with Visa to get the charge removed as fraud. I sincerely hope that Gotogate goes out of business. During a global pandemic they made it impossible to obtain a refund to a cancelled flight. Even had the flight not been cancelled, THE BORDER IS CLOSED! I cannot cross the border! None of this logic seemed to be of any consequence to anyone I spoke to at Gotogate.

Very very bad company be aware before buying tickets with them.The airline changed our schedule.I am asking forthe refund of two of the passangers Since3 days I am trying their contact no. only once I managed to talk to their representative after a long time being in the queue, she then put me in another queue to transfer me to the refund department. I waited in the queue again for 1 and a half hour. Then the other person picked up and just said he is transferring me to another person to the refund department. He put me again in the queue for more than an hour. In this 3 hours call just two people spoke that they are transferring ne tho the refund department and then I disconnected the call after a useless waiting for more than an hour.

We tried for more than 3 weeks to change a flight, but could not made contact. This must be a scam

Never ever again. Our inbound flight was canceled by the airline and the suggested next flight there was after our backtrip date. So we agreed with the flight company to cancel the trip completele. They confirmed all money was sent to Go To Gate. We had to call 3 times Go To Gate before the money was received. However we received only half of our money as Go To Gate kept half of our payment for administration fee. Which admisnitration fee??? Who knows!!! We didnt request cancelation of the ticket of change, we had to cancel it as the aircompany canceled one of the flights. Ridiculous! Very bad call center, you always have to wait in the calling queu for 15 minuts. We lost 350 USD. Stay away from this agent.

I spent more than 3 hours on phone waiting ask from call center. Horrible service, don't use this travel agency.

THIS IS THE WORST TRAVEL AGENCY EVER, THE SERVICE IS HORRIBLE AND THE AGENTS OVER THE PHONE SUPER DISRESPECTFUL AND NEVER ABLE TO HELP, THEY DIDN鈥橳 RETURN MY MONEY EVEN WHEN THEY COUNTRY I WAS TRYING TO GO CHANGED THEIR POLITICS AFTER I BOUGHT MY TICKETS. THE TRAVEL AGENCY ONLY TOLD ME 鈥淲ELL MAM UNFORTUNATELY YOU LOST YOUR MONEY, THATS NOT OUT FAULT鈥?. IN MY OPINION DONT NEVER USE THIS TRAVEL AGENCY CALLED 鈥淕OTO GATE鈥?THE WORST EVER!!!!!!!

The costumer service informed me that they have a 60鈧?fee for cancellation of flights. This makes practically impossible to get refund for airport fees if one does want to cancel a flight.

bad service and cheating One of the the bad Air ticketing company Regarding my air ticket rebooking I spoke with one of the call centers agent Ms. Jashvidya She told me I have to pay extra 1530 Aed and she sent me link 1890 Aed. They are charging for rebooking huge amount I compare amount with Air line company is cheaper. I call from UAE to UK one and half hour They are Unsatisfied answers Never recommended to anyone Cheating ….

We made an initial booking for 4 adults and a baby (on lap) one of the adults needed the return date changed. When we contacted gotogate we were messed about so much being asked to call the airlines instead, and we did make calls back and forth. As the baby was under the name of the adult who needed the date changed A GOTOGAE EMPLOYEE advised that we make the first leg of the journey and then call back and change the return ticket. When we did that and called back another GOTOGATE employee said that no changes can be made as part of the ticket has been used. Once we bought another return ticket spending money again, gotogate called and offered to change the ticket. When I asked for a refund, they asked to send a complaint through- I sent it on the 9/1/2020 and still haven鈥檛 received a reply. They don鈥檛 even acknowledge the complaint. This is one the worst companies with absolutely useless employees, who don鈥檛 know what professionalism means.