Gotogate Reviews 

Nightmare experience at Oslo Airport — False document rejection and zero accountability
​Rating: 1 / 5 stars
​My booking with Qatar Airways through GoToGate turned into an absolute nightmare when ground staff at Oslo Airport wrongfully denied boarding due to an erroneous NICOP address rejection. Even though our documents were 100% valid—officially verified afterwards by both NADRA and the Pakistan FIA—Qatar Airways ground handlers refused to listen and blocked the flight.
​When trying to fix the mess, it felt like walking into a deliberate trap of corporate finger-pointing: GoToGate claimed they couldn't touch the ticket once check-in opened and told us to deal exclusively with the airline, while Qatar Airways washed their hands of the issue and claimed they had no responsibility since the ticket was booked through a third-party agent. Looking at both companies' review histories, this exact loop is a classic pattern—online agencies and airlines frequently point fingers back and forth to exhaust passengers so they eventually give up trying to claim their money back. It creates an environment where they effectively shield each other from accountability.

if their system or ground staff makes an error, they will leave you stranded and trap you in an endless cycle of deflection.

After booking a flight from Rio to Buenos Aires with GotoGate (flight operator is Flybondi), the flight was cancelled and GotoGate refure to provide the reimbursement. They say I need to contact Flybondi and Flybondi says i need to contact GotoGate but neither will talk to each other. I have been sending emails back and forth for months with no avail. Don't trust this company!

It was easy to use and the price was great

1/5 stars - Avoid if anything goes wrong with your booking

We booked flights for 6 people (including 2 young children) from London to Bogotá, paying extra for a Flexible Ticket for one passenger. While we were in Colombia, a serious earthquake struck and my mother needed to delay her return flight. What followed was weeks of the worst customer service I've experienced from a travel company.

- Pricing errors: We were first quoted a price difference of £6,489.79 to rebook ONE passenger - later admitted by their own agent to be a miscalculation, as it had been priced for all 6 passengers. It took over a week and multiple calls to get a corrected price.

- Constant escalation loops with no resolution: Call after call, we were told things were "escalated" and that a manager would call back within 24 hours. That callback never happened. Instead, one week later, after one spam number and an international missed call on a sunday we received two voicemails saying they'd "tried twice" and would not call again, putting the burden back on us to chase them.

- Baggage booking lost in the process: Due to a failure in Gotogate's own booking system, we'd previously had to purchase baggage directly with the airline. When the flight was rebooked, that baggage could not be transferred, and we were told we'd have to pay again for baggage we'd already paid for. When I pushed back, an agent eventually admitted in writing: "due to an error on our part, we were unable to add baggage to your reservation" - yet still tried to apply a standard non-transferable policy to a problem their own error had caused.

- Sent a formal written complaint by tracked post, as they have no email support - only phone and a chat widget that disconnects and loses your conversation history.

We ultimately had to resolve the baggage issue ourselves, directly with the airline, in person, in Colombia - Gotogate never actually fixed anything.

If you book with Gotogate and everything goes perfectly, you may never see this side of the company. But if you need to change anything, especially in a genuine emergency, be prepared for inaccurate pricing, no accountability, and hours of your life lost chasing basic resolutions.

Booking, payment was smooth and easy, but I lost my confirmation email with my booking number, and without booking number, I cannot reach for customer care to get it back - to get an email address to write, even to make a phone call. I can only check in online and hope nothing will change, because if does, I won't be able to handle my booking.

Terrible customer service . If you book a flight through booking.com you end up dealing with goto gate if there's any kind of cancellation or flight change good luck sorting it out . Avoid at all costs . Never again

Utterly useless customer support.
I was in queue for 40 minutes to get a refund for a flight that was postponed by Ryanair.
After 5 minutes chatting I was transferred to the scheduling team, to be again 10 in the queue.
At that point the A.I. assistant detected that I was idle and wanted to close the chat.
When I said that I was in the queue for the scheduling team, it out me back in the queue for the standard assistance.
16 in queue again.

WHAT A JOKE.

never again.

I really don’t understand how these companies Don’t get it that having a good customer service is a competitive advantage.

I am writing this review to expose the unacceptable behavior of Gotogate regarding booking n. 1148-695-248

On September 9, I received a hospital certificate certifying the sudden and serious illness of my parent and my subsequent need to provide care. The flight with LATAM was scheduled for today, September 13. I immediately and promptly communicated the impediment to both Gotogate and Latam Airlines on that same day (September 9), attaching the official medical documentation, a full 4 days before departure. In the email exchange between September 9 and September 11, Gotogate’s customer support unlawfully refused both to initiate the cancellation process for supervening impossibility (serious illness of a parent)—pursuant to and in accordance with Article 945 of the Italian Navigation Code and Article 1463 of the Italian Civil Code—and to proceed with the refund. They raised unfounded procedural excuses (including the fabrication of a mandatory 7-day advance notice, which does not exist under the law), shifted the responsibility onto the airline LATAM, and provided untruthful contact information.

For its part, LATAM confirmed to me in writing that the claim must mandatory be submitted by the intermediary agency, Gotogate.

It should be highlighted that in none of the communications received did Gotogate ever raise objections regarding the merits of the request or the validity of the medical certificate provided, thereby de facto acknowledging its correctness.

This behavior clearly violates Article 945 of the Italian Navigation Code, which guarantees a full refund in the event of supervening impossibility of the passenger (extended to travel companions included in the same booking). My "no-show" status on today's flight is solely attributable to Gotogate's refusal to process the request within the proper timeframe, given that both Gotogate and Latam Airlines were notified as soon as possible.

Since Gotogate failed to fulfill its professional duties, leaving me unprotected, I have already reported this conduct to Nexi, initiating a financial dispute (chargeback). Furthermore, I have officially reported Gotogate to the AGCM (the Italian Antitrust Authority) for unfair commercial practices and violation of consumer rights.

I demand that Gotogate, senior manager to look into my file, acknowledge the documentation already sent, and authorize the refund immediately

worst experience in 40 years of travelling! attitude and refund-policies are nerve- wrecking! After they rebooked me after a cancelled flight to a wrong destination, they REFUSED to book me a flight to the correct destination. left me stranded on the airport for 19 hours, had to book and pay for the correct ticket myself. no refund as they claim the airline does not refund! Of course the airline will not refund for a mistake of gotogate, really unbelievable, never again with this *****-agency

It was the easiest way to buy tickets online! I really recommend it!!!

amazing , fast , secure

Paid for 2 tickets Madrid- Cancun with return,with my Visa Card.Although in the final stage,there is a clear discount for Visa Card(in my case around -28 euros of discount)this amount was not discounted.

Couldn't fix a small typo error after the booking. Forced me to cancel my booking and charge the cancellation fee. It was a scam.

Very simple to follow and confirmed quick replies to my bookings

Gotogate

Booking Reference: 1112829230

Gotogate is an utterly dishonest and deceitful company. They are liars—plain and simple. They took my money unfairly and have refused to give it back; it amounts to nothing less than theft. All their promises are false. They trick you at the time of booking, ignore every message you send later, and make up endless excuses just to keep money that doesn’t belong to them. There is no honesty, no accountability, and absolutely no proper customer support. I have been treated outrageously—they literally stole from me. Clear warning to everyone: Stay far away from Gotogate. They cheat their customers and cannot be trusted at all.

We were trying to book a flight on GOL, and by mistake were directed to the Go to Gate website. They charged almost $200 in extra fees (baggage and seats) above what GOL charges for the same flights, and when we realized our mistake and cancelled we were charged $90 even though it was less than 1 hour since we had made the reservations.

Title:
Self-Transfer Guarantee Ignored – Booking 1157119332
Body:
> Ref: 1157119332
> Our LATAM flight (LA3593) was delayed, causing us to miss our Avianca connection. We hold official written proof of delay from LATAM.
> We paid for the Self-Transfer Guarantee, but support keeps dropping our chats and calls. We are stranded on our honeymoon in Brazil during a holiday with no assistance.
> We demand immediate contact to process a full refund and expense reimbursement. If unresolved today, we will initiate a chargeback with our credit card company.
>

Absolute nightmare with Gotogate and Booking.com—avoid at all costs!We booked an airline ticket with Gotogate through Booking.com, and a few days later, our flight was changed from 10:30 AM to 6:30 AM without our consent. This new time does not work for our schedule. When we reached out, Gotogate flatly refused to cancel the booking or issue a refund, claiming the airline wouldn't allow it. However, we contacted the airline directly, and they explicitly confirmed that a cancellation and refund were permitted due to the schedule change. Despite having the airline's approval, Gotogate still refuses to process our cancellation. Their customer service is dishonest and unhelpful. We will never use them again and strongly warn others to stay away.