Mely M.

We are a couple living in Tel Aviv trying to book tickets for my parents in Mexico to come to our wedding in August. We were searching for the best fares for a flight from Mexico to Tel Aviv Through googles new search engine for flight fares for more than two weeks and when the price finally went down to what we could afford we booked it with this so called company because we trusted them. They sent us confirmation emails of the booking and less than 10 hours later all we get is an sms and email telling us that our booking got cancelled and we will be refunded because of an error they had with THEIR system and instead of fixing the issue they told us to call directly to the airline when even they mentioned ONCE AGAIN in the email it was THEIR systems error and it reads as follows:
Dear Sir/Madam,
Due to technical problems we have not been able to confirm your booking in a correct way. We are sorry about this that we are not able to complete your reservation. We recommend you to contact the airline directly to book this journey.

Your booking is now cancelled due to this technical error and we are going to refund the full amount to you.
If you have paid with creditcard the money will be refunded automatically.
If you have paid through your bank please answer this email with your clearing number, account number and the name of the account holder.

We are sorry for the inconvenience this may cause you.

Kind regards,
Sapna T
Gotogate

First of all, they never consulted us before canceling and the worst of all they didnt even call us to offer any sort of solution. Leaving us to spend more money on international phone calls in order to reach them in order to settle the issue ourselves. After talking to a many useless and rude/deaf representatives who had no other phrases to offer but "Im sorry I cant do anything" "call the airline" or "we fixed it, you will get a refund" in spite of us repeatedly saying we do not want a refund and that we wanted the flight rebooked for the price we payed for of 2,340 USD instead of the now escalated price of 2,930 USD which is precisely 590 dollars more, might be easy for them to say but not for us. We asked to speak to a supervisor who once again did nothing and told us to file a complaint instead of handling the issue himself. We also called Iberia and spent more money on international phone calls of course, and they confirmed the eticket number Gotogate provided us in emails and confirmed also the cancelation was done on your behalf. We also have been writing them through their official facebook page which has nothing but bad reviews (if we only knew), someone wrote back to us and said they would be glad to help, they called us and once again fed us the same useless lines as before and all they did was tell us within 24hours we would get a call back from another department, up to date it has been more than 48 hours and no call back has been made nor reply through the complaint we wrote to their website. So now here we are on the losing side of course, sending complaints trying to settle the only flight we needed which is now far more expensive and what is worse we got a horrible experience during a time in our lives that should have been anything but unpleasant. Unfortunately many people fall for Gotogate because on sky scanner and many other platforms they offer the lowest prices but now we know they are only scams and the reviews on facebook and many other source confirm it, they are not only the first company that is forcing us to buy new tickets at an insane escalated price because of a technical error they had but are also the worst experience we ever had in customer service, we will never recommend them to anybody, instead we will do exactly the opposite through social media and any means we can. We can only hope now now they will take responsibility for their horrible service and system issues and respect the price and flight we payed for.

We are a couple living in Tel Aviv trying to book tickets for my parents in Mexico to come to our wedding in August. We were searching for the best fares for a flight from Mexico to Tel Aviv Through googles new search engine for flight fares for more than two weeks and when the price finally went down to what we could afford we booked it with this so called company because we trusted them. They sent us confirmation emails of the booking and less than 10 hours later all we get is an sms and email telling us that our booking got cancelled and we will be refunded because of an error they had with THEIR system and instead of fixing the issue they told us to call directly to the airline when even they mentioned ONCE AGAIN in the email it was THEIR systems error and it reads as follows:
Dear Sir/Madam,
Due to technical problems we have not been able to confirm your booking in a correct way. We are sorry about this that we are not able to complete your reservation. We recommend you to contact the airline directly to book this journey.

Your booking is now cancelled due to this technical error and we are going to refund the full amount to you.
If you have paid with creditcard the money will be refunded automatically.
If you have paid through your bank please answer this email with your clearing number, account number and the name of the account holder.

We are sorry for the inconvenience this may cause you.

Kind regards,
Sapna T
Gotogate

First of all, they never consulted us before canceling and the worst of all they didnt even call us to offer any sort of solution. Leaving us to spend more money on international phone calls in order to reach them in order to settle the issue ourselves. After talking to a many useless and rude/deaf representatives who had no other phrases to offer but "Im sorry I cant do anything" "call the airline" or "we fixed it, you will get a refund" in spite of us repeatedly saying we do not want a refund and that we wanted the flight rebooked for the price we payed for of 2,340 USD instead of the now escalated price of 2,930 USD which is precisely 590 dollars more, might be easy for them to say but not for us. We asked to speak to a supervisor who once again did nothing and told us to file a complaint instead of handling the issue himself. We also called Iberia and spent more money on international phone calls of course, and they confirmed the eticket number Gotogate provided us in emails and confirmed also the cancelation was done on your behalf. We also have been writing them through their official facebook page which has nothing but bad reviews (if we only knew), someone wrote back to us and said they would be glad to help, they called us and once again fed us the same useless lines as before and all they did was tell us within 24hours we would get a call back from another department, up to date it has been more than 48 hours and no call back has been made nor reply through the complaint we wrote to their website. So now here we are on the losing side of course, sending complaints trying to settle the only flight we needed which is now far more expensive and what is worse we got a horrible experience during a time in our lives that should have been anything but unpleasant. Unfortunately many people fall for Gotogate because on sky scanner and many other platforms they offer the lowest prices but now we know they are only scams and the reviews on facebook and many other source confirm it, they are not only the first company that is forcing us to buy new tickets at an insane escalated price because of a technical error they had but are also the worst experience we ever had in customer service, we will never recommend them to anybody, instead we will do exactly the opposite through social media and any means we can. We can only hope now now they will take responsibility for their horrible service and system issues and respect the price and flight we payed for.