Gotogate Reviews 

Appalling service and system name-truncation error
I am a long-time Level 3 Genius customer with Booking.com who booked a return flight through their platform, mediated by Gotogate.
* The Error: On September 22nd, I was denied boarding at check-in because my first name had been system-truncated from "June" to "Ju" due to a data glitch between the platforms. My full, legal name has always been correctly held on my Booking.com profile.
* Customer Service Failure: I contacted support 1 hour and 40 minutes before departure and received zero helpful assistance, forcing me to buy an emergency replacement ticket.
* False Accusations: Afterward, Gotogate falsely claimed I did not reach out until after the flight departed—an assertion I have time-stamped screenshots to disprove. Agents have also blamed me for truncating my own name while simultaneously addressing me as "Ju" in some emails and "June" in others.
I have saved all communication logs and timestamps. If this compensation claim and refund for my emergency ticket are not resolved promptly, I will pursue a bank chargeback and share the full documented timeline publicly.

I have been asking for weeks for a flight change, they told me if the flight is within 24 hours the request gets a priority. Now after talking all day with customer service it is 5 hours to the flight and I still don't know whether they can change it!! Keep saying they need airline approval but airline say I need to talk to them. This is causing me big issues at work!!

Terrible customer service – Still no cancellation 3 days before departure
I am extremely disappointed with Booking.com’s service.

Due to a 10-hour change in my flight departure time, I submitted a formal cancellation and refund request on 23 September. Today, just 3 days before my flight, my ticket has still not been cancelled, and I have not received my refund.

Even worse, the airline has confirmed that it has not received any cancellation request from Booking.com. So where has my request gone?

This delay is completely unacceptable. I am left chasing both Booking.com and the airline, with my departure date approaching and no clear answer or solution.

Booking.com should take responsibility for handling customers’ requests properly instead of leaving them in this stressful situation. I expect immediate action, a clear explanation, and confirmation of my cancellation and refund.

I would not recommend booking flights through Booking.com if you expect reliable customer service when something goes wrong.

100% SCAM COMPANY
My flight got cancelled and they never issue the refund and not even compensation. Washed their hands. I called many times, useless customer support for sure.

Gotogate is a scam. Never book a flight through them or do any kind of business with this company. My AirAsia flight was cancelled, and it has been more than two months without receiving my refund. Gotogate keeps claiming they have not received the refund from AirAsia, while AirAsia says refunds are not normally held for such a long period. I do not know who is telling the truth, but since I booked through Gotogate, it is their responsibility to process and return my money. Despite numerous attempts to follow up, I have received no meaningful response or resolution.

I just wanted to speak to a customer service agent via live chat, but after waiting for 1.5 hours, I’m still stuck at number 1 in the queue. At this point, I honestly suspect there’s nobody there to respond.

It feels like they’re pretending to offer online customer service when, in reality, no one is available to help. You can book your tickets through their website, but don’t expect to get in touch with anyone if you have a problem. It’s incredibly frustrating and disappointing to see a company advertise customer support that appears not to exist. You know what, just be honest that there is no customer service and stop wasting my time.

Ruined our holiday and still no refund! Got sold a flight by GoToGate from Zanzibar to Nairobi to Heathrow. The transfer time was 40 minutes which we later found out was not long enough so were essentially sold a non-valid flight. We found this out the day before we were due to fly out.

We were told we would 100% be able to get a refund so took that option and booked another flight, only to then get an email the next day saying the refund had been denied by the airline. Trying to battle with GTG knowing we're potentially losing over £2k ruined what was meant to be a dream holiday, and it's still not sorted now, months later.

To top things off, the flight actually got cancelled because of trade action in Nairobi and there's still no sign of a refund. Keep getting fobbed off saying to wait 30 days, These scammers need investigating.

The site featured very accessible content and was helpful in guiding and simplifying the process. The availability of options also gave me a sense of being in control.

Seems like a scam, I booked a roundtrip but did not receive an airline ticket despite multiple follow-ups. They are not sure when they can issue the ticket, my money is in limbo.

⭐ Avoid: forced flight change, then they tried to charge me €600 to go back to my original ticket

I booked a trip to Mauritius a year in advance through GoToGate, with Saudia Airlines tickets departing on 23 October 2026 at 04:05.

A few months later, GoToGate changed my ticket without my consent, telling me the decision came from the airline. My departure was moved up to 22 October at 9 p.m., with a very long layover. For a family with three young children, that was extremely difficult.

A few days before departure, I noticed that the original flight on 23 October at 04:05 was in fact still operating. I asked GoToGate to put me back on that flight, the one I had chosen and paid for. Their answer: a €600 fee.

I refused and contacted Saudia directly. Their agent confirmed the change was free and that the airline charges GoToGate nothing for it. She even offered that I call her back two days before departure so she could make the change herself, at no cost, in her system, which is exactly what I will do.

Asking for €600 to restore a flight I had already paid for, when the airline charges nothing, is unacceptable. I will never use GoToGate again, and I recommend booking directly with the airline.

I booked a flight with a connection with a garantee in case of delay of the first flight e.g.

I did miss my connection flight and after 3 hours on the phone and chat with various employees who hang up or redirected me into nowhere, while the last one told me to stay at the airport (my connection flight was at 18.20, now it's nearly 22.00), I'm giving up. Being left alone like that in an unknown city as a young woman is quite scary. I'll now have noother choice than to book a new flight myself and find shelter somewhere.

Conclusion : not only being left alone, not applying the agreed guarantee, I was also being lied to and wasted many hours on the phone.

Never again. This is clearly fraud.

I had a flight booked from Amsterdam to Delhi which was cancelled just few before the departure date. Now I have been waiting for refund from last 3 months even with repeated follow ups on multiple occasions yet no return. Worst experience never going to book again.

GoToGate’s customer service has been extremely disappointing, demonstrating a lack of accountability, professionalism, and willingness to resolve customer concerns. Despite providing clear evidence and a transcript from Riyadh Air confirming that GoToGate must contact the airline to facilitate my refund, your representative repeatedly instructed me to contact the airline again.

The agent failed to address my concerns, offered repetitive and unhelpful responses, and escalated the matter only after considerable frustration. Customers should not have to repeatedly explain themselves or act as intermediaries between a travel agency and an airline.

I expect GoToGate to take responsibility, contact Riyadh Air directly, and resolve my refund request promptly. This experience has seriously damaged my confidence in your company. If the matter is not handled appropriately, I will escalate my complaint to the relevant authorities.

GoToGate must demonstrate accountability through action, not empty assurances.

I booked a flight from Colombo (Sri Lanka) to Malé (Maldives) through Booking.com, operated by FitsAir, in June 2026 for travel on 30 July 2026.

The airline subsequently changed the departure date. Despite repeatedly requesting a refund, I have received no satisfactory resolution. Customer service has consistently told me that they are still waiting for approval, without providing a clear timeframe or a definitive answer.

Unfortunately, the most disappointing aspect has been the customer service. I was not properly advised about the available options, and I was discouraged from cancelling the trip to obtain a partial refund, partly because I hoped to receive the full reimbursement later. Months have passed, and the issue remains unresolved.

The amount involved is less than €350, yet the lack of transparency and effective customer support has turned what should have been a straightforward process into a frustrating experience.

**My recommendation is to use Booking.com to compare flight prices, but to book directly with the airline whenever possible.** In my experience, dealing directly with airlines has provided better customer service and clearer documentation.

Please consider my experience before booking. Saving a few euros is not worth the risk of dealing with a lengthy refund process and inadequate customer support.

AVOID booking.com / AVOID GoToGate
Absolutely appalling experience with booking. com and GoToGate. Since March 2026, I have been chasing an outstanding Qatar Airways refund for a family of 4! It is a lot of money for us and as of 12th of October 2026, it remains unresolved.
I have contacted them countless times, submitted three formal complaints (which I have had no response to either!) I have been told at least 12 times that my case has been escalated. Yet nothing resolved.
I have been refused by gotogate and directed back to the main airline so many times, to which Qatar Airways has confirmed in writing that its Trade Support Team has already contacted booking.com regarding the refund already, yet I have been made to chase up with the airline and told by GoToGate that they need it in writing! I was extremely frustrated when Qatar Airways confirmed in an email that they had already previously done that. Qatar Airways have been so helpful and keep reiterating to me what booking. com/GoToGate needs to do, they even provided me with the email address that they need to use, to which booking.com / GoToGate would of already had in the first place.
On 24th of Sept 26, booking. com promised an update within a few business days. No update arrived (I have never received an update I am always chasing!) I followed up and received no response. Contacted them again on Friday and once again was to be patient, keep waiting and that it would be escalated AGAIN. THREE formal complaints, over EIGHT months of chasing and the same empty promises, I am extremely exhausted by the constant back-and-firth and complete lack of accountability,
I would STRONGLY advise people to think twice and avoid booking flights with booking. com When your flights get cancelled and situations are out of your control and then you are owed a refund, be prepared to spend EIGHT MONTHS (8 months and counting!) chasing your own money while receiving nothing but generic responses and repeated promises, I would never book through them again.

There is absolutely no customer care in the company at all. You have to re-explain your situation every single time you are trying to get an update - which is exhausting because they are like robots with generic answers every single time, they direct you to call all the wrong numbers, so you are always wasting time trying to explain and make them understand your situation but they don't listen! There is absolutely no difference in trying to talk to someone on the phone or using the online chat, they are both as useless as each other,

AVOID BOOKING. COM!

I flight was canceled and we were unable to book again

Very disappointing experience with GoToGate.

While I was making my booking, their website failed twice. The booking process did not work properly, so I tried again, thinking the first attempts had not gone through. I later discovered that I had been charged and ended up with two bookings.

I immediately contacted customer service to cancel the duplicate booking. Instead of taking responsibility for the technical problems on their website, I was told that I would have to pay a cancellation/service fee.

Very poor customer service and very disappointing handling of the situation. I will not use GoToGate again

Easy booking and payment
Clear policy
Reasonable price

Disgusting service selfish dishonest and corrupt company onve they have your money they will throw you under a bus staff are brain dead transfer gaurentee is corrupt designed to never pay out self transfers are negligent designrd to make you miss your flight this company needs to be sued the directors put in prison for fraud and endangerment of psssengers and articles published in world side press and removed from being able to deal with airlines the staff are employed are nasty scum bags who are liars and part of a corrupt company.Once they have your money or if anything goes wrong they will not pay out you will have to take them to court.

Waiting for 45 mins on the call for cancellation of booking and refund request. For last 45 mins ,its saying you are the next caller! Horrible service