Gotogate Reviews 143,097

I booked a flight with ITA through Gotogate. The flight was canceled, and I submitted a refund request months ago. ITA clearly told me that only the travel agency (Gotogate) can request the refund — but until now, I have not received my money back (almost $4,700).

I’ve contacted Gotogate multiple times asking for an update or at least proof that they submitted the refund request to the airline. I’ve received no proper response — and for over a month, they’ve completely ignored my emails.

This is highly unprofessional and feels like they’re just waiting for customers to give up.

Date of experience: September 24, 2024

The EuroWings flight was cancelled and we found it out ourselves and we had very long calls with the helpdesk to get us rebooked. Gotogate forgot to provide us the booking number to check in and once we had that we found that our baby was not rebooked. Gotogate was not helpful in rebooking our baby and we finally did arrange it ourselves after having been for 5 hours on the call with the helpdesk. Only 2 days later when the flight was already done they called us back instead of the promised 1 hours. The helpdesk is poorly manned with over friendly Indian amateurs providing excuses. We will never book with gotogate again.

Date of experience: July 04, 2025

GO TO GATE- There is a lack of transparency in their communication, particularly regarding hidden fees. Customer service is extremely poor. Obtaining refunds for canceled flights seems impossible. Once they have your money, you may never see it again. My friends, who were unable to travel due to an emergency, tried to cancel their flights five months before their travel date, and even up to the day of travel, but received nothing back—they lost everything. I was charged $170 for one checked bag, and I was informed at the airport that my checked luggage was included in the ticket price. This feels like a scam! Beware of their seemingly cheaper prices; it's not worth it. I’ll pay a little extra and book directly with the airlines from now on.

Date of experience: June 08, 2025

This company is a complete scam. I purchased two tickets via Gotogate for a round trip with LATAM for myself and another passenger, and the booking clearly included 12kg baggage allowance per person. Upon doing the check in, I discovered the baggage was NOT included, and I had to pay for it myself.

I contacted Gotogate immediately. Their representative admitted the error and promised I would have to anticipate the money and will be reimbursed, as since i did the check in already they could not do it themselves for the first flight. . I’ve now spent over a month chasing this refund of 148.68 USD.

I have emailed repeatedly, spoken with customer service almost every day, and submitted all receipts (Ticket #71804234 and now #72221937, $148.68 USD). Every time I get the same empty excuses: "it’s being processed," "someone will call you back" – no one ever does.

Gotogate has lied to me multiple times and is clearly delaying refunds in bad faith. I’ve sent all required documents and followed up countless times with no result. Do not book with them unless you want to lose money and deal with endless frustration.

They will sell you services you don’t receive and then ignore you when you request a refund. Shameful.

Date of experience: June 03, 2025

I booked a flight from gotogate couple of days ago and I got an email saying "Due to technical reasons, your trip with booking reference D8RJQH has been canceled. The trip with booking reference T9C28P , is still confirmed." "If you do not wish to keep the reservation with booking reference T9C28P, please get back to us within 72 hours." so I emailed them saying cancle both. Send multiple follow ups. But still didn't get a reply from them. They haven't still cancel the flights. This was due to their technical error.
There is no email, phone number chat to contact them.

Date of experience: July 02, 2025

Date of experience: July 06, 2025

Avoid Gotogate – Data Protection Failures, Poor Service, and Unresolved Issues

I am extremely disappointed with Gotogate’s handling of my booking and personal data. After keeping my support ticket open for two months, they abruptly closed it without finding a solution to all items, clearly to avoid addressing my concerns.

Gotogate does not comply with GDPR or basic data protection standards. My personal data was mishandled, and none of the agents I spoke to understood GDPR policy or how to deal with a data breach. In fact, I was even given the email address of another passenger—an obvious breach of privacy. When I asked about their internal investigation and reporting obligations, I received evasive or incorrect answers (all recorded on calls I now possess).

They also failed to communicate my family’s details correctly to the airline, which led to significant issues at check-in. When I requested help, my support was rejected outright. I had to spend a considerable amount of my own money to resolve the situation, and I have not been fully reimbursed to this day.

On my return flight, Gotogate failed to inform me in time about a schedule change of more than six hours. This is a direct breach of their contract with me and a violation of their obligations under EU regulations. For this major disruption affecting me, my partner, and my child, they offered a token compensation of just £30—frankly offensive.

Despite their claims to take customer service seriously, my experience has been the opposite. Their escalation process for instance is built around avoidance. Their process is a loop: calls are put in a queue with promises of a 24–48 hour response, but when my turn comes, a supervisor falsely claims to have called or says the issue is “being handled,” dropping me from the queue. The next agent puts me back in, repeating the cycle since 9 May. This is how seriously Gotogate takes customer service.

I urge anyone considering Gotogate to look elsewhere. The company fails to protect customer data, does not resolve issues, and does not respect its contractual or legal obligations.

Date of experience: July 05, 2025

Good service

Date of experience: July 06, 2025

Receipt number 0572319248681

booking number was VICU8P(AF)

Please stay away of this agency, they will take your money and if there is a problem. They won’t answer your claim. You will find yourself talking to people from all the world balancing you and lying to you. They won’t help you even with what is your rights. I’m going to complain to the aviation agency.
I lost 1100£ because I missed my flight due to my son diabetic had hypo attack.
They promised help to book a flight or give voucher but made me suffer and rise my blood pressure, the kept asking me to update medical certificate. Even when updated they said they will book me another flight and they were lying to me all the time. I lost a big part of my holiday because of them and ended sick. They are really layers and cruel.
I didn’t get any refund nothing. More than 1000£ stolen from gotogate. My son diabetic was so sad and all my kids.

Date of experience: July 21, 2024

Simple and easy booking to satisfy our needs and wants.

Date of experience: July 06, 2025

Terrible service and system. Couldn’t check in and get my boardingpass and even after multiple tries contacting them and them promising to fix the problem, nothing happened. Never using them again, might be a scam for real.

Date of experience: July 06, 2025

Very good. Perfect

Date of experience: July 06, 2025

This website just scammed 1k cad out of my pocket. I booked a flight via their website and all I got is an email for ticket purchasing reservation. They never buy the ticket for me and still charged me. Avoid this website at all cost

Date of experience: July 05, 2025

Very difficult company to deal with, said they would refund my flight several months ago and despite constantly chasing them they do not issue the refund. Will be reporting them to the relevant financial authority accordingly.

Date of experience: July 06, 2025

Date of experience: July 06, 2025

It was simply very easy to book. Happy

Date of experience: July 05, 2025

Never heard of used this company before today. Great service and prices. Definitely will use them again.

Date of experience: July 04, 2025

The service is exceptional and your prices are affordable, i highly recommend anyone who wishes to travel to visit your website to find the best prices.

Date of experience: July 05, 2025

Dear Gotogate Team,

I am writing in response to your recent message stating that I failed to provide a valid booking code. I would like to clarify that I have emailed you multiple times regarding this issue, including detailed explanations of the problems I have encountered. Unfortunately, I have not received a single response, and I have felt completely ignored throughout this process.

I also attempted to call your customer service number listed on your website, but it was constantly busy, and I was unable to reach anyone despite numerous attempts.

I sent a detailed email to schedulechange at gotogate dot support, outlining the entire situation and the difficulties I’ve faced. If this is not the correct contact address, please let me know the appropriate one — but also ensure that it’s a channel where customers are not ignored.

For your reference, my order number is 1061-883-939.

Due to the lack of communication and support on your part, I had to spend an entire day rebooking my flight by personally contacting two different airlines. Despite my efforts, I have lost five days of my holiday and I am still stuck at home, dealing with the consequences of this situation.

I would like to know how you plan to compensate me for the extreme inconvenience, time lost, and added stress caused by this experience.

I look forward to your prompt and serious response.

Date of experience: July 03, 2025

Usually prompt and efficient handling ,often dealing with awkward airlines to get best fares..Problem sometime when I book for another family member as my email needed to view or change booking.

Date of experience: July 03, 2025