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Malcolm W.

Sheffield, United Kingdom

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Total Points

2 Reviews by Malcolm


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?

Tip for consumers:
The original price was OK and I am to have refunds on both of the flights that went wrong. However it doesn't show the airlines or the agency in a good light when there doesn't seem to be a clear policy on refunds. I understand that the pandemic has been a terrible event and no one could have foreseen the impact it would have and clearly whatever policies that were in place were clearly inadequate.

Products used:
Flight booking, a total of six flights, of which two were cancelled due to the pandemic, obviously not the agency's fault. The refund procedure was very hard to figure and has taken a long time. The Jetstar refund although approved by Jetstar in May 2020 wasn't received until August 2020, I am not sure why this should be so and am also not sure I received a full refund as there wasn't a price breakdown for each flight on the original invoice. Qatar Airways have approved a refund 20/02/2021, I don't know the amount or when it is to be paid. I should be glad I suppose to have a refund of any sort, but it all sounds inefficient to me.


I have had two flights cancelled that I booked with them, one by the airline Jetstar and one by myself with Qatar.
Jetstar refunded me the luggage charge booked separately on 12/05/20 and state they refunded the agency 09/05/20. I have had no contact from Gotogate on this, and more importantly no refund. The Qatar flight is more complicated. I couldn't get in touch with either Qatar Airways or Gotogate to transfer my flight home from Perth to Melbourne, where we were now essentially stuck. I resorted acting under British F. C. O. Guidelines to book our tickets home direct with Qatar Airways £2182. 59 (Three times the original price). I didn't cancel my original flight from Perth 04/05/2020 until I arrived home, as I had had flights cancelled prior to this. I arrived home 07/04/20 and cancelled the original flight the next day. The original flight cost around £700.00 and I have requested a refund for this. I am still not sure whether Gotogate have requested this or not, as their communication skills are poor. The last I heard was that Gotogate should apply for the refund through Qatar Airways, that from Qatar Airways, Gotogate tell me I should apply through Qatar Airways direct. As a previous complainant has said, Gotogate were incommunicado for all of the time I was in Australia trying to get home. I can't see this company existing much longer. Any emails I have had come from Etraveli Group, what is that all about?

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