Gotogate Reviews 

The worst customer service ever, with no way to communicate properly.
I had a booking, and they sent me a message saying one of the flights was cancelled, even though it was still available on their website for a higher price. and offered a refund, which I can't use to book the same ticket with others due to a price change.
or alternative booking.
I accepted the alternative booking. And they cheated and booked something I never agreed to do. I had a chat with their agent, and all customer service representatives failed to do anything; they repeated stupid human responses. and get in touch with you from an email that you can't reply to. DO NOT WASTE YOUR MONEY ON THEM.

DO NOT BOOK THROUGH GO TO GATE
I am extremely disappointed with my experience with GoToGate. I accidentally entered “Mrs” as my first name instead of my actual first name when making my booking. I contacted GoToGate immediately, paid the £34 name correction fee, and was repeatedly told my case was being processed and escalated.

I was given conflicting information throughout the process. Turkish Airlines initially advised me that only the issuing travel agent could handle the correction, while GoToGate later told me to contact the airlines directly. I spent days making phone calls and sending emails between GoToGate, Turkish Airlines, and EgyptAir, with each party giving different advice.

Communication was poor. I was promised urgent callbacks that never happened, and I had to keep chasing for updates myself. Eventually, I was told that both airlines had refused the correction due to the fare rules, despite previously being told the request was still being processed.

Travelling is already stressful, and this situation caused a great deal of unnecessary anxiety, especially with my departure date approaching. I would have appreciated clear, consistent information from the start and better support in resolving the issue.

I hope GoToGate improves its communication and provides clearer guidance for customers facing booking issues.

Thanks go go gate,

I hate the fact that a company like Gotogate assumes that all Swiss people speak freaking horrible Swiss German. My order was in French, and received confirmation in FRENCH, and is giving me to post a comment link in Swiss German: that is unacceptable from any company who does not respect their customers language, especially for a website specialized in booking International flights.
Beside, while ordering flights, they display that due to a reduced price, there will be an additional cost of 45€ to choose seats, which at the end was wrong since the real final additional effective cost for seats was the double from this amount.

Hello scammer, when will you refund my money? My flight from Jakarta (Indonesia) to Kualanamu (Indonesia) on June 20, 2026 was canceled and you promised to refund my money, but until now you haven't paid it. So, to those of you who are planning to buy through Gotogate, I tell you not to buy from this SCAMMER.!!!

This has been one of the worst customer-service experiences I have ever had.

I paid extra for Gotogate’s Flexible Ticket because my travel plans were uncertain. When I actually needed to use it, Gotogate could not provide a single alternative date anywhere within the two-week period surrounding my holiday.

This was not a case of me rejecting inconvenient flights, disliking the departure times or being unwilling to pay a fare difference. There was literally not one alternative date available within the relevant two-week window. The product therefore provided absolutely no usable flexibility when I needed it.

With no rebooking option available, I was forced to cancel. Gotogate then charged me a substantial cancellation fee, despite having already taken extra money from me for a product marketed as providing flexibility. I am asking for either that cancellation fee or the Flexible Ticket fee to be refunded.

I raised a formal complaint, but my emails have been ignored and nobody has provided a proper update. I later discovered that my original complaint had apparently not even been processed because an automated email required me to reply with a consent statement. That critical instruction was buried inside a lengthy generic message, which also said the complaint could be automatically deleted if I failed to respond.

Today’s live chat demonstrated exactly how badly this company handles complaints.

I initially asked for confirmation of the refund amount because the approximately £406 figure shown during cancellation had disappeared from the confirmation. The agent first claimed that only the airline could calculate the refund, then eventually found the figure in the system and confirmed that a cancellation refund of £406.38 had been agreed.

I then asked for two simple pieces of information: an update on my open complaint and the company’s service-level timeframe for handling it.

Instead of answering, the agent repeatedly returned to irrelevant information about the airline refund and the Flexible Ticket terms.

When I again asked, in the plainest possible terms, what the SLA policy was, the agent asked me to “clarify” my request. They could not explain the expected complaint-response timeframe, could not tell me meaningfully where or how my complaint would be handled, and provided nothing beyond saying it had supposedly been forwarded to a “dedicated team.”

The agent then declared that all available information had been shared, reverted yet again to talking about my refund, and closed the chat while my complaint question remained completely unanswered.

I gave Gotogate numerous opportunities to address this properly. Instead, I have been ignored, passed around and spoken to through canned responses.

I strongly advise people to avoid this company.

EDIT: Thank you for proving my point publicly. My complaint concerns a paid Flexible Ticket that offered not one alternative date within a two-week window, the resulting cancellation fee, ignored emails and a live chat agent ending the conversation without answering basic questions. Yet your support team has responded about the refund timeline instead. The apparent inability of your support team to READ and UNDERSTAND a straightforward complaint is astonishing, and this reply perfectly demonstrates the incompetence that has defined my experience from start to finish.

Booked and paid online flight to include 20kg luggage to be then informed by email a few days later they were unable to fulfill the baggage request due to a technical error. I then had to contact the airline direct to add the luggage to my trip. Thankfully the airline was able to add the luggage considering the flight was at capacity. The airline customer service said this was a common occurrence.. still waiting for refund...Lesson from this? Read poor reviews first before considering using Go To Gate and then avoid!

Accurate flight prices just as mentioned at the very start.

I tried booking a flight, card got charged, website said error. To get my money back I tried contacting customer support, which is very hard without a booking reference (which I didn't receive due to the error).

The chatbot they offer answers in Danish by default for some reason. They put me in a waiting line, I got kicked out 3 times due to my session running out. But when you click on "extend session" you also get kicked out. I've spent hours on this already.

So it is basically impossible to get into contact with them.

Avoid at all costs.

Update: It‘s been 72h, the money has not been refunded even though customer support told me they would do. (I have screenshots of the conversation as proof)

After booking a cancelled flight through Booking.com with GoToGate, I cancelled and only received a refund for 1 of the two tickets. Despite the airline confirming it should be a full refund and multiple conversations with the GoToGate helpline where they agreed and said the rest of the refund was coming I still have not received the c.£1k owed. I've now had to report to the credit card company and GoToGate are fighting this. Very disappointed as I use Booking.com a lot but never for flights again

The worst ever services ever experienced.
Horrible refund process, its going to be one year i am waiting for the refund.
Never ever go for gotogate.. such a hell.

I have use this service before with no problem.

My flight from Madrid to Caracas was cancelled due to air space flight warning. The airline returned the fare to Gotogate whom confirmed having it received (via chat, Gotogate status, and emails). After almost a year I am still waiting for my refund Gotogate status still says in progress. Careful, this company is an scam

Easy to use the app no hassle

absolutelly terrible communication, try to avoid this company if you can!

Excellent booking experience, flawless

Faced terrible experience to get refund for cancelled flight due to the Iran war. Airline has refunded fully but GO TO GATE has taken 4 months to refund me partially. Still chasing for remaining refund. Never going touse them again.

I have contacted go to gate at least 30 times to get the refund

Be careful with this business.

Absolutely terrible experience.
I booked a multicity flight with them, they gave me a booking reference that didn't exist. So I was unable to manage my flights for Check-in, baggage purchase, seat selection or anything else.
Myself and my girlfriend ended up sitting in different sections and had to buy extra luggage at the airport prices.
The Gotogate customer service was useless and didn't provide any support.

After a almost two weeks and more than 10 times conversation, they finally changed my ticket with one stop with 20 hours waiting time. So I need to reserve also hotel in stop place between two flights. The worse experience I had. I will never book flight from booking.com and Gotogate. They also charged me 211 Euro extra for this.

My reference was 40-1029838683
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This company is extremely unreliable, misleading and not transparent.

I purchased a flexible ticket and needed to change my flight date and time. Despite the flexibility of my ticket, I have been trying for almost two weeks without success. This has been my experience:

- During the first week, I was told that there were no available flights on the new dates I requested. However, I found multiple available flights on the airline's official website and shared them with the support team. They acknowledged that those flights were available.

- I contacted their customer support more than 10 times via live chat and phone. Every time, I was told that someone would call me back, but they never did.

- After nearly a week, I finally received a call. I was asked to pay an additional €200, even though the fare for the new flight was significantly lower than the price I had originally paid. The call was then disconnected, and once again, no one called me back.

- In our last live chat conversation, the support agent asked me to provide the lowest available fare for every flight on the airline's website for that day. After I did so, I was again promised a callback, which never happened.

- It has now been almost two weeks, and I still have not been able to change my flight.

Overall, this has been an extremely frustrating experience. A flexible ticket is supposed to make changing flights straightforward, but instead I have faced repeated delays, poor communication, and unfulfilled promises from the support team.