Go To Gate UK

They overcharged me by £500 then didnt even book the services that IO had paid for.
They then refused to refund me for what they hadnt paid for.
I shall be taking this up with my credit card company.
They also cut you off on the phone and their attitude is awful.
Avoid at all costs!

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.

My flights were cancelled in March 2020, Still no refund, no reply from customer service and no telephone number to contact them. Refund from the airline given to gotogate in June 2020. Still waiting for nearly £3000 refund. Absolutely awful customer service. I dont know why they think they can keep my money. Cannot find a phone number to ring!

Stole the refund from the airline company and deleted my booking from their website

In September 2022, soon after I got confirmation on Gotogate's website my refund from Thai Airways has been processed (for a booking reservation cancelled in March 2020 - almost 3 years ago), Gotogate deleted my Order Number from their website and I cannot track my claim anymore: "No matching order was found. Check your order information and try again."

See attached image from their website in September 2022 stating 'Refund processed by Thai Airways' and from January 2023 stating 'No matching order was found. Check your order information and try again.'

I've followed up on my last email in September after I got my refund confirmation and reply back was: "The booking number you have provided we are unable to retrieve your booking details."

Essentially, after almost 3 years of emails, calls, claims, etc, waiting for my money back, they took my refund (~800£) and told me my booking details don't exist.

Please consider next time you have the option to book with Gotogate.

I bought a ticket in February, for Argentina to Israel, with two stops. A week after I had paid for it (Thousand of dollars) they cancelled one of the legs, since there I'm calling and emails then to re-book my ticket or get the refund, and it's IMPOSSIBLE! Because they wanted to keep my money, they stole me!

I had spent probably hundreds of dollars in calls, but they don't care.
The WORSE agency in the world.

I suggest you do not risk and buy with another agency that provides a good service and customer care!
A trip started when you planning it, but not with Go To Gate, HORRIBLE SERVICE!

I am owed over £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...

Update. Finally received Jetstar refund 21/08/2020, not sure if it is full amount, as the original fee for all flights didn't include a breakdown for each flight.
Qatar Airways refund has been authorised 20/02/2021, but not yet received. If it is the same as the Jetstar refund it will take three months from authorisation. Why?

Of course, for three years I have been chasing them to return my flight money.
How can they be sued? What is their formal address?

I've just used gotogate again this time for 3 individual flights on the same airline. LHR-KWI. KWI-BAH. BAH-LHR. Always a bit wary of OTAs but again I'm proved wrong. Price was best via skyscanner search. Direct searching on gotogate.co.uk produced the same price as directly booking with the airline. I booked with gotogate.co.uk to save some money. Again I'm not disappointed.
The ticketing was instant as you would expect. And the ticketing immediately contained the airline booking ref which allowed me to then manage the booking with my FF program number passport etc. I also booked my fav seat at no additional cost.
Very happy with gotogate.co.uk as an OTR. I would use again. Seems all is well unless you might have a problem.

Date of experience: 31 January 2023

I booked a flight through gotogate.co.za and they sent me a message that emirates cancel my flight and they applied for my refund from emirates its now over 3 months no refund no reply I am still waiting
Gotogate plz help

On the 26th of September, I booked a return flight from Geneva to Addis Ababa from Go to Gate. I've received an email from them informing me that the booking has changed with a link to change my tickets. The web link leads nowhere, and the contact number is non-existent. When I use the Ticket Code from the Airlines, it shows the option to change my booking, but the first flight goes only until my connection, Istambul. It means they haven't booked the whole flight I paid for. I've been trying to contact the company for days and sent them an email explaining what is happening, but the only response I get it's a phone number that doesn't exist. I've tried paying for a Platinum contact service to contact them quickly, but it seems like an extra scheme from this company. It looks hopeless trying to call them, and they don't provide effective customer service. It's four days before my flight, and it seems like they won't give me a solution until then, forcing me to book another ticket and change all the plans and appointments I have arranged previously. I strongly advise people never to use this company, it is a big fraud, and they make it impossible for you to have a solution on time even if you book the extra services.

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!

They take advantage of people and will decline your card only to push it through days later, I talked with my bank and this was all this websites doing. They will not refund you even if it is totally their fault.

Charged an amount higher than shown during payment confirmation. When called their customer service said they charge a Credit Card Fee... which is not legal in the UK.

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.

Booked a flight from Chiangmai to Singapore and it was a connecting flight.

First flight: 2UC8CS 13:05 - 14:25 had a delay big time and resulted me unable to catch on my second connecting flight - 47TJTX.

GoToGate's reply was they will help me get a refund and it's all just talk. They ignored me thereafter, replies to my emails were just as bad. All they claimed is the first flight's delay did not affect my second flight and hence no refund.

This is total bull$#*! And clearly a planned scam by GotoGate. Look it up alot more people are getting scammed by this Airline daily.

SEE SCREENSHOTS OF DELAY! How can someone be able to board the connecting flight with this kind of delay? Makes no sense.

Reference Code: LYQ9P1

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.

They charge you fees without outlining it on their terms and conditions.

Due to bad internet my ticket got booked twice and they charged me GBP 45 to cancel one of them. And when I asked them to show me where it is stated on their website about there charges I was quoted paragraph two in T & C 1.2 quoted below

"Our own portfolio of services may vary over time. Some of our own services are described in Section 8. For additional services not set forth in these T&C's, a detailed description of such additional services as well as information about our fees and supplementary terms and conditions for booking and usage, is provided to You over the course of the booking process."

It is so vague and doesn't outline anywhere the said cost of GBP 45 for an error.

Also in the so called "course of the booking" nothing is mentioned about cancellation fees and charges

To avoid absolutely! They have no flexibility whatsoever and will always find a reason not to pay you back even if the flight company agrees on a full refund. Even when they confirm a refund, make sure you double check they pay back entirely as not been the case for me.

They can also cancel the flight with a very short notice and won't pay back the flight tickets in full due to "administration fees"! This is just scam.

A small saving when buying the ticket is really not worth it, avoid all the travel agencies of this type!

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 £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 (£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 £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)

After completing all details and paying for all the additional fees (check in, sms, baggage, seat reservations, etc etc etc) i made the payment but it said there was an error and to contact them. They told me it was in the system and i had to wait 3 hours for confirmation. I asked if it was possible that after 3 hours the flights i booked would not be available, they confirmed my concern. Therefore they are selling flights and seats that they do not have. Still showing in basket but when clicking on remove button it will not remove. Waited 5 hours for confirmation but nothing sent - NEVER USE

We are so disappointed, we have been chasing you for many days in vain.
We have tried for a month to upgrade our booking to business but no response, then now Qatar airways is no more operating from UAE, all the other booking websites have contacted their customers to propose alternative flights or refund. Only GOTOGATE ignored us and whenever we call, they keep a on transferring the call to different department then disconnect. Very bad customer service really, nobody is taking care of customer's requests.we will never book or recommend GOTOGATE

Don't know how I got in there. But the site is tricky and they will find a way to steal your money.

Is one of those sites where you can end up without any booking and paying them for nothing, which is their admin fee which they are charging for completely bunch of losers who call themselves customer service.

Meanwhile if still with doubts read this before booking:
https://www.independent.co.uk/travel/news-and-advice/holiday-booking-scams-add-ons-deals-online-travel-agents-which-gotogate-cheap-flights-a*******.html
I wonder how such junk companies still exist.