GoToGate

The confirmation page stated that cancellation could be made within 24 hours, like any normal flight.

I tried to cancel within a few hours of my flight and was told it would be $57 for each of the 4 people I cancelled.
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Dear Sir/Madam,

Thank you for your e-mail.

With reference to your e-mail, we have not cancel your booking and leave as it is active.

However, we have checked 24 hours rules and it is applicable but it is left only for an hour by the time you reply back to us via e-mail, the 24 hours rules may expired. We request you to please give us call back *******089 as soon as possible within and hour, if you cancelled with 24 hours the handling fee would be USD 57 per person.

If you cancel after 24 hours rules then the ticket would be non refundable.

Kind regards,
Om S, Customer Service
Gotogate

It is pathetic, illegal in most countries, and I am sure contrary to Visa's credit card policies to charge a fee to use Visa to purchase a ticket. I was just about to buy 3 tickets but GotoGate tried to sneak in a $250 last minute charge...No thanks. Never again will I waste my time.

Excellent! The booking process was clear and easy to complete to follow. Thank you!

Am still waiting for my refund for cancelled flights
The booking was made 02/06/2020 nearly three years ago
I was informed that the flights had been cancelled on 13/08/2020
Do not book with this company they are deceitful unscrupulous lying crooks, they are so bad that their are dedicated social media sites set up to try and help people get their money back

I booked a flexi ticket that was supposed to allow me to change my booking free of any additional charges. Condition is to call to re-schedule. Only that of the three phone numbers I received, none was connected. I've recorded the message, so I can now engage consumer protection to try to get my money back.
Never use this agency!

I was entitled to cancel my return fight due to scheduled change contacted gotogate by mail and they never came back to me. I called them by phone the whole procedure took over an hour and a half. During it i was put twice on hold for once for 30 minutes and once for 40. I was transferred from one employee to the other and was told by the last one after she wanted me to start the whole process again that being put on hold for half an hour is part of there procedure if you want to cancel. After shouting on her she agreed to take care of my request. It took her another 20 minutes and she found out that i am entitled to 200$ refund for cancelling nearly half of a 1100$ ticket. She said that i'll get a mail that confirm it immediately. The mail never came and neither the refund.

I purchased a flexible ticket to be able to change my flight at no cost and their phones were down for 2-3 days, which is the only way you were allowed to change your flight. They then told me that they would not honor the flexible ticket and it took them 6 months to call me back. Do not use them! The hold lines are also hours before you will ever speak to someone. I will never use them again, they are the worst!

My flight was cancelled by the airline. I requested a refund from GoToGate and received a stating that GoToGate requested the airline to refund me, and I will receive it as soon as the airline transfers that refund to GoToGate. GoToGate's website shows the refund status as "waiting for the airline to issue a refund."
I contacted the airline directly and got confirmation that the flight had been refunded and the funds had been transferred to the booking agency.
Nevertheless, GoToGate's website keeps showing the status as "waiting." I tried to call GoToGate customer service and waited in a queue for 3 hours for the agent to answer. When it was my turn, the call was disconnected.

Horrible. I needed changes to my flight dates. The representative asked me to call the airline, so if they accept to help me then the dates can be moved. The airline said that is not the protocol as Gotogate collected the money. Called back gotogate, they say it's a no go, no changes, no refund, as it's the airline policy. The ball is just thrown around, I will have to lose my tickets. I flew a few times with gotogate, I will never be coming back with them. Very sad experience. Don't go with them, once they process your money there are no courtesies, everything is set in concrete.

I have been trying to reschedule for 4 months now to an extent that my travel dates have passed and I still haven't heard back. I have been calling to check on a weekly basis only to receive the same response every single time. They say that I would be contacted by an agent and I get nothing after. I have asked for a refund now and that too as expected has been taking forever. On top of it all, they charge a "$30 service fee" for a service that is not offered. It is the absolute worst ticketing platform.

This is the worst airline booking service. It takes approx 90 mins to connect to customer care.
Unable to book the ticket, the payment was pending and no booking number or invoice received. After multiple follow-ups, we were able to cancel the booking.

Go to gate provided my family and I with 2 different return dates. When asked which one was the right one, I received once again a confirmation of my departure for the 16th of August and then for the 17th of August. Nobody ever managed to tell me which date I was travelling and we had to go twice to the airport (of course we came on the 16th but were due to fly on the next day), with all expenses that include. Go to gate never wanted to refund my accommodation for the extra night I spent in France saying it was an issue from the flight company, when it's Go to gate who didn't keep up with information. If you can avoid go to gate, just avoid it.

We have been waiting for 3 and a half years for our refund. It is THE most frustrating experience ever. They are thieves. The call centre operators promise but deliver nothing. They are a low life, dishonest company.

These guys are crooks. Runaround, long wait time, poor customer service. I made an honest mistake while booking through them (misspelled passenger name). Caught it immediately in reading the email they send after you buy the ticket. You'd think it's a two minute call or sending an email, nope, try 4 hours and 12 minutes of being handed off, call dropped, insisting I speak with the airline, not their problem. Mind you this is all within 10 minutes of purchasing. Got hit with a 45 cancellation fee on a ticket that only cost 55 to begin with. So I got 10 back for a misspelling mistake and they kept 90% of the money even though the airline said it was fully refundable, so this tells me rather than taking care of customers they intentionally hurt them. I'll never use them again. First snd last. Absolute jerks.

This company is steeling your money, bad service, i booked a flight with my family and wanted to cancel, the flight is still 4 months away, the airline fee is low, but their fees is 250% higher. Unbelievable!

I am disappointed with GOTOGATE. I booked thru them a round trip flight tickets from GVA to KEF and it was cancelled by the airlines so I requested for full refund. I paid thru my credit card $2,403.74 in full last August 2023, I only got a partial refund of $701.54. I asks for the balance and they just answered me that the airline is slow to respond. It's their responsibility to make sure I am refunded the soonest. It's almost a month still no refund. They already got my money before paying the airlines! If you were to asks me that company deserve a ZERO rating!

The customer service was horrible but kost importantly, as Gotogate is not an authorized partner of the flight companies (in our case Ryanair), it caused a HUGE problem regarding the check-in, ruining our last day of holidays and alkost leaving us without a way to come home. Won't use the same retailer ever again, highly suggesting you to stay away.

I tested positive for Covid-19. Singapore Airlines offers a full refund with all cancellation fees waived. Go To Gate would not issue a refund because they said we had used our flexible change service. We did not use the service, we accidentally put our return dates in the departure date, and changed it within 10 minutes of the original booking. Please stay very far away from this "company". Sweden must have some sort of law that protects them because they should have been shut down a long time ago!

Please do not use this site, why are they even in business! They have horrible customer service, took 45 mins to change a flight, plus their call center is in India and I couldn't understand anything. AVOID

Do not book with this company!
I paid extra for "flexible ticket" option for changing/canceling/refundable booking and it was a complete scam. They still charged all kind of changing fees, plus tried to charge $400+ for a ticket that costs only $150.

This is the first time that i use a agency for flights. I didn't saw at the sky scanner that its an agency. And now with the corona i understand the bad decision. They don't give alternative flights. Nothing help - be aware of gotogate. All the airline try to help. They took the money and nothing

I waited almost 50 min. On international call... no contacts thru emails... besides to change 250 usd tickets date they asked me 490usd... double I paid... where I could just buy new ticket for 250... so insane... stay away... mickey mouse people...

Airline cancelled my flight due to a lack of petrol available. I have been on hold for 2 hours with GoToGate. Do not use this company, even if youre saving money on the front end. The customer service is beyond terrible. Not even worth 1-star!