Gotogate

Don't fall for the 拢300 name change price

I had the worse experience with Gotogate. Myself and my partner bought a return plane ticket to Manila PH from London UK with GoToGate via SkyScanner. I had noticed my surname was spelt incorrectly; misspelled 'ilio' correct spelling 'illo' – fine – my fault.

I had called customer service and they were charging me 拢300 to change one letter or quote 'to risk it on the day'. I then called the airline we are flying with and they couldn't change it for me because it was booked though a travel agent. The airline also explained that they have a process in place for travel agencies for name changes which is FREE OF CHARGE. I asked the airline to email this to me. I then attached this email from the airline to the GoToGate customer service team. GoToGate then told me there are no more seats available for them to change the name, which makes no sense at all.

Instead I drove to Heathrow 2 weeks before my departure date to speak to an airline representative at their ticket office (I assumed as one of the busiest airports in the world this issue must be small compared to what they get). The airline representative said it was weird for GoToGate to be charging and saying they cant amend the name. And that I should come early on the day of my departure so that the airline ticket office can amend my name as a goodwill gesture as its one letter.

GoToGate caused me a lot anxiety, airports have strict policies with names, identity and passports. Each country is also different and GoToGate as travel agent did not help in any way. I will not and advice others to not book with them.

I have been traveling for many years and i have never ever spelled my name incorrectly – a bit surprised that they were charging me that amount hmmm.

Gotogate, part of Etraveli group, nightmare company if you want their support, you just get fobbed off. I wanted a refund as there is an outbreak of Ebola in Uganda, I was told the airline gave the refund, the airline told me it is the agent, so I was passed one to the other 3 times, with the airline telling me that the agent(Gotogate) booked the ticket and it is their responsibility. Gotogate won, I gave up in the end loosing a great deal of money. They will now respond to this email saying contact their customer service for help, as I did last time, what a waste of time. Rubbish customer service, there isn't any.