Gotogate Reviews 

My airline rescheduled the flight that I was on. The new times were not convenient so I needed to cancel and rebook on another carrier. I emailed asking how i could cancel and for a customer service number. They went ahead and confirmed the rebooking. After getting a phone number , I was told on the phone that I had accepted the reschedule.

Reference: Booking 1112829230 | £2,500 still unpaid This empty apology changes nothing — it is just another trick to look polite while you keep lying, stalling, and refusing to pay what you owe.

Every agent I speak to gives a different story, makes false promises, and passes me around endlessly. This is not "poor service" — this is deliberate deception.

To everyone reading: DO NOT BOOK WITH GOTOGATE. They will take your money, then make up excuse after excuse, and never give you what you are owed. Save yourself the months of stress and lost cash — stay far away from this company.

Fix my refund immediately, or I will keep posting every lie, every broken promise, and every confusing reply you send me here for all to see.

Easy bookings

(french version below...)
I reserved a flight from Malaga to Sweden with Gotogate the 14 july 2026
Great, except the coming back flight, when i have one stop in London with a connection flight to Malaga.
First problem, even for transit I have to ask a visa to England... : Amazing procedure, especially because I believe is just transfer and I do not need... But no ! In any case I need this visa so I had to do this on the checking desk... Besides the price : 36 euros !!

Next, the problem is that the connection flight is not on the same airport I landed, but at one other airport : London Gatwick !
- First you have to know that London Gatwick is not the airport I land from Goteborg...
- Second, in the middle of the night, you have to know where is London Gatwick terminal...
After some asking - taxi, bus... They told me that London Gatwick is at more than 100 km (!) - yes, hundred km from the airport I just landed !
Worse : No bus go there... and only the train but start 4 hours later... Not ok to be at time to the flight at Gatwick ! So the only solution is to take a taxi... and it cost me 147 euros !!!
And even with the taxi I arrived at the door gate at the time they close the boarding...
HOW can Gotogate proposed a flight change transit with two airports distant for more than 100 km ???? How is it possible ?
So I ask many time via el customerservice - chat, phone, mail... that they have to refund me the price of the taxi, 147 euros .
I let them 3 open days to refund me this 147 euros on my N26 Bank IBAN :...
I NEVER RECIEVE ANYTHING.
This company is scammers and I strongly advise you to avoid absolutely this disreputable company.
Dominique Loup
French version :
J'ai réservé un vol Malaga-Suède avec Gotogate le 14 juillet 2026.

Parfait, sauf pour le vol retour, avec une escale à Londres et une correspondance pour Malaga.

Premier problème : même pour une simple correspondance, il me faut un visa pour l'Angleterre… Quelle procédure incroyable ! Je pensais qu'il s'agissait d'un simple transit et que je n'en avais pas besoin… Eh bien non ! Il me faut absolument ce visa, j'ai donc dû faire les démarches au comptoir d'enregistrement… Sans parler du prix : 36 euros !

Ensuite, le problème est que mon vol de correspondance ne part pas du même aéroport que celui où j'ai atterri, mais d'un autre : Londres Gatwick !

Il faut d'abord savoir que Londres Gatwick n'est pas l'aéroport d'arrivée de Göteborg…

Ensuite, en pleine nuit, il faut savoir où se trouve le terminal de Londres Gatwick…

Après avoir demandé plusieurs fois – taxi, bus… –, on m'a dit que Londres Gatwick était à plus de 100 km (!) de l'aéroport où je venais d'atterrir ! Pire encore : aucun bus ne va là-bas... et il n'y a que le train, mais il ne part que 4 heures plus tard... Impossible d'arriver à l'heure pour mon vol à Gatwick ! La seule solution est donc de prendre un taxi... et cela m'a coûté 147 euros !!!

Et même en taxi, je suis arrivé à la porte d'embarquement juste après la fermeture des portes...
Comment Gotogate peut-il proposer une correspondance avec deux aéroports distants de plus de 100 km ? Comment est-ce possible ?

J'ai donc demandé à plusieurs reprises au service client (chat, téléphone, mail...) le remboursement du prix du taxi, soit 147 euros.

Je leur ai laissé 3 jours ouvrables pour me rembourser ces 147 euros sur mon compte IBAN N26...

Je n'ai jamais rien reçu.

Cette entreprise est une arnaque et je vous conseille vivement de l'éviter à tout prix.

Dominique Loup

Extremely Disappointing Experience with Booking and Gotogate — Avoid Relying on Them for Cancellations and Refunds

My experience with Booking and Gotogate has been extremely disappointing, especially when it came to handling my flight cancellation, refund, and customer support.

My flight from Toronto to Montreal with Porter Airlines was cancelled, and I immediately contacted Booking.com on 21 June to request cancellation. Despite this, Booking and Gotogate failed to properly process the cancellation of my return flight from Montreal to Toronto scheduled for 25 June.

When I contacted Booking and GoToGate again on 24 June, I was told that I had never requested cancellation of the return flight. This was extremely frustrating and unreasonable. Since my outbound flight was cancelled and I could no longer complete my journey, the disrupted itinerary should have been reviewed and handled as a whole. Customers should not be expected to separately request cancellation for connected travel arrangements when the entire trip has been affected.

I contacted Booking and GoToGate again through chat on 29 June and 30 June, but instead of resolving the issue, I was repeatedly told that I had never requested cancellation. This information was later proven to be incorrect.

On 1 July, after another phone conversation with an agent and explaining the situation again, I was finally informed that Porter Airlines had accepted the cancellation and that my refund would be processed within 10–15 business days.

After further investigation, Booking and Gotogate later confirmed in writing that my cancellation request was received on 21 June, airline approval was obtained on 24 June, and the cancellation was processed on 1 July. This written confirmation directly contradicts what several customer service representatives told me between 24 June and 30 June, when I was repeatedly informed that I had never requested cancellation.

This shows a serious lack of communication, coordination, and accuracy within Booking and Gotogate’s own support system.

Furthermore, on 9 July, Booking and Gotogate sent me an apology letter acknowledging the failure in their customer service. While I appreciate the apology, it does not resolve the ongoing issue or compensate for the stress, time, and effort I have spent repeatedly contacting support.

Today is 22 July, and I still have not received my refund.

I contacted Booking.com again and spent approximately 4 hours on the phone, only to receive the same vague response that my refund would be “initiated soon.” They could not provide a confirmed refund date, a clear explanation for the delay, or any specific resolution. Instead, I was given another general estimate of 10–15 business days, despite already waiting beyond the original timeframe provided.

This experience has seriously damaged my trust in Booking and Gotogate. The lack of ownership, poor internal communication, repeated delays, and inability to provide a clear refund timeline have made an already stressful travel disruption even more frustrating.

Customers should not have to spend hours repeatedly contacting support to recover money that has already been approved for refund.

I strongly recommend that customers think carefully before booking flights through Booking and Gotogate, especially when cancellations or refunds may be required. A travel company should provide accountability, clear communication, and proper support during unexpected disruptions — not make customers chase their own money.

Mind it all the customer executive who Interacted with me was from GoToGate and I can provide all the email trails as well as calls details if required.

Worst ever platform to book your flight!!! Gave me anxiety and no response at all. Will not book here again.

On July 21, I used Skyscanner to book round-trip tickets for two people from Izmir to Cologne through your website because it appeared to offer the lowest price.

During the booking process, no cabin baggage was included. Your website clearly showed that adding cabin baggage would cost 807 TL per person. I purchased only one cabin baggage allowance for one passenger.

However, after completing the payment, I discovered that 1,644 TL had been charged instead of 807 TL. This is completely unacceptable and does not match the price displayed during the booking process.

To make matters worse, after checking other travel agencies, I found that they charge 600–800 TL in total for two passengers for the same baggage service. Not only did I pay significantly more than every other provider, but I was also charged double the displayed price for a single passenger's baggage.

This is misleading and deceptive. Your website displayed one price but charged another without any clear warning or explanation. I expect an immediate explanation and a full refund of the overcharged amount. If this issue is not resolved promptly, I will file formal complaints with the relevant consumer protection authorities and report this misleading pricing practice to Skyscanner and the appropriate regulatory bodies.

Real lousy i.e. non-existent customer service. Don't bother saving a few hundred dollars just to book through this useless booking engine - book direct through the airline. I have been trying for a week to change my return flight, but keep getting the same robotic answers from their customer agents, and plenty of promises that my case has been escalated and I will 'hear back shortly'. No-one rang me back, and one even had the cheek to tell me that I had missed their call (nothing on my phone's missed calls list!?). I am now less than 48h to my flight, and the only upside is that the last agent I spoke to was honest enough to tell me that all he could do was raise a ticket to pass it on to the next team, but he couldn't promise that they would look at it before my flight takes off. Gotogate is a sham, do not buy your flights from here because if you need to make any changes....it's not going to happen and you're not going to get any help! If I could give 0 stars, I would!

I am so disapointed. GOTOGATE wont let oyu check in without paying. I had no choise as to pay them CHF 38.00 for check in and afterwards they claime they have called you to get Passpor tinformation which is a lie but they sent you emails but when you are on the way to the airport you got no time to do all that. I called customer service for a refund of my CHF 38.00 and then they are telling unformtunately we can refund oyu the money because you did not answer the phone or filled out the E-mails we sent you.What a bull shit. i reques all of oyu wo read this never book a flight through them. I never experienced such a bad custoemr service in my life. thats how they get rich by taking over customer financely.

I booked a flight through GoToGate for my wife and daughter and paid for extra baggage. However, GoToGate failed to add the baggage to the airline booking. Even after I contacted customer service before the flight, the issue was not resolved, and we had to pay the airline again at the airport.

When I requested a refund, the customer service representative, Mr. Paul, was rude and unprofessional.

Very disappointing service. I would not recommend booking with GoToGate. Refund

My booking was cancelled on the 4th June due to flight cancellations. Gotogate had told us that we would receive my money back within 15 working days. It has almost been 2 months and i have had no update on the refund process. They have been unwilling and rude whilst i have continuously asked them when i would receive my money back and have refused to give me a date and time. I have several emails proving that they are nothing but liars. Do not book through them or Booking.com since they are in partnership with each other. They will not give your money back.

One star is too many for Gotogate! “Rescheduled” two legs of our trip, they can’t tell the airlines apart, over 1 week in internal review for a full refund on one of our legs. No itinerary update. A provider like this should not exist!! Gotogate means literally, just go to the gate, they don’t work the booking, avoid at all costs!

Very bad customer service and you can't really understand them as they have a very bad accent and they can't speak very good English and they try to hustle you.

website comprehensive and easy to negotiate

I gave 1 star because I can't leave none.
They have cancelled my whole trip to USA to be a best man because after 7 hours of them putting me in touch with different people to negotiate my issue they cancelled my whole trip and have 3 weeks after being told I will get my money back not received it.

My issue was that 1 leg of my trip cancelled due to the airline - fair, needs to be rearranged. I asked them to rebook it on another airline 2 months prior to the trip... They said they couldn't. I said "I found a replacement, there was only 1 seat left so can I get a partial refund since you couldn't provide the whole service promised". They said it wouldn't be an issue. They have then sent an email (new chain) asking for my consent for a refund which I agreed to and they cancelled my whole trip. I'm out of pocket the other leg of the trip aswell.

Currently legally looking at how best to tackle the problem. No stars from me because they didn't provide a service and they robbed me of both my time and money.

Get travel insurance and use a different provider!

Still waiting to get my money back. Almost 2 months now.

The worst company ever.

My flight was canceled by the airline, and I was told to contact the travel agency to rebook my flight. However, the agent informed me that they were unable to rebook because their system did not allow it, and they told me to contact the airline directly since they were the ones who canceled the flight.

When I contacted the airline, they told me that it was the travel agency’s responsibility and that they should assist me with the rebooking.

I am now stuck—I cannot rebook my flight, nor can I get a refund. I do not recommend this company at all. Their customer service is terrible, and this has been an extremely frustrating experience.

they increased the fare by 15% at the last step at checkout which is manipulative

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.