GoToGate

WARNING DO NOT USE BOOKING.COM TO BOOK FLIGHT.
Well I do not take a vacation very often so my wife decided she would like to go to Florida for Christmas this year. I decided to use booking.com to book our flights. I went to their website booked my trip. I figured we would do it up and I would book first class tickets. When I got a conformation email they had changed the flights down to economy seats. I called the number and explained that I had booked first class. The first 3 people I spoke to put me on hold and ended up hanging up on me. I finally got a person who said for me to just cancel the flight and rebook it first class. She then told me she could only cancel the first part of our round trip. The next morning we got news that Kellie's Dad will not be in Florida in December. I called booking.com back they said sorry sir you can not cancel the flight. I said that I was guaranteed if I wanted to cancel I had 24 hours to do so. This is where it gets crazy. When I told her we still had two hours before the 24 hours was up she hung up on me. I called back in each time I told someone I needed to cancel my flights the hung up on us. That happened numerous times with about 20 minute waits each time. This went on for hours and hours. I asked to speak to a manager. They said the manager will get back to me in a few days. I said that would be past the 24 hours. I asked to speak to someone else. That is when I was told that they are not booking.com they are GO TO GATE. I asked to speak to someone from booking.com they said there is no one to speak to. I ASKED FOR THEIR NUMBER. Sorry they do not have one. She said that they GO TO GATE handle all of BOOKING. COMS flights. That was two weeks ago. I got an email today from a manager that said sorry you are past your 24 hour cancellation time.
Please share this post with all of your friends and family……
WARNING DO NOT USE BOOKING.
My advise to anyone booking flights make sure you DO NOT USE booking.com

Recently, I booked a flight ticket through GOTOGATE travel agency from Narita (Tokyo) to Ishigaki, details are mentioned below
As I have to cancel the flight ticket due to the increase of Covid-19 cases in Japan as my Wife got Pregnant and the Doctor highly recommended not to travel anywhere because of the increase of corona cases. GOTOGATE agency told me to contact the airlines directly to cancel the tickets, And as requested by the airlines, I got the doctor's certificate and submitted to the Airlines (Peach Aviation) and the airlines have agreed to pay the full refund as I have the valid reason for cancelation

I am attaching a copy of the Doctor's certificate and confirmation from Peach Aviation regarding the refund which has made, but the travel agency (GOTOGATE) is asking for the 80% deduction fee (16,200 JPY) even though the airlines have paid the amount fully (20,980 JPY) which is highly unacceptable.

I requested multiple times with the GOTOGATE but they are not agreeing to reduce the fees

Ease of communicating with host and quick responses to claim or inquiry

I purchased a round trip flight from SLC to Tokyo for July 29,2020 on November 30,2019 for three passengers. I paid GoToGate $2,446.22.

COVID happened - on June 6 I submitted a request to cancel my booking on their website. On June 11 I received a confirmation email from them stating that my booking has been cancelled and they have already sent a refund application to the airline with a note stating "As the airlines are subject to massive workloads we are unable to provide you with a pay-out date, but we are of course doing our very best to get your refund as soon as possible".

From June 15 on I received an email on the first and the 15th of every month that my refund was still in process and they are just waiting on the airline (All Nippon Airways - or ANA) to process the refund.

On December 14 I had had enough waiting so I called ANA to inquire about the status of my refund. I was SHOCKED to find out that ANA had fully processed my refund and sent the money to GoToGate on JUNE 10,2020.

I immediately called GoToGate and the person that I talked with insisted that I will receive an email within a couple of days with an update. I received no email.

I called GoToGate again a week later and they told me the same thing, but this time I actually got an email with a name attached, but no helpful information or process to follow.

Thank you for your email,
I apologize for the late reply,
We are coordinating with the airlines on this matter. However, there is no response from their end as of yet. Given the covid reason, there is a delay due to understaffing with most of the carriers.
Be rest assured we will update you upfront as soon as we receive further communication from the airlines.
We thank you for your patience and understanding in this challenging time.
Regards,
Simarjeet S,
Gotogate

I just want my money back. They have had my money for over six months and have not given it back. At this point I am disputing the charge with my credit card company, but this has got to stop.

I don't want others to go through what I have had to endure with this SCAM of a company.

DO NOT BOOK
Do not book with this scammers had the worst experience ever they stole 2000$ from me. I Wish I could give them 0 star. SCAMMERS

I wish I read the reviews before booking my tickets with this fraud travel agent. I booked flight tickets for my family for Chennai to Delhi from July 13th-july 16th on July 13th. The website showed a return date of Aug 12th, but I cleared that option and chose July 16th. Before confirming the ticket I checked the departure time and passenger details. I noticed it only after I got the confirmation email. So I called them immediately to cancel or change (as there is no way you can do it online, their website is awful that there is no option to change your ticket. The only way is to call them) and had to wait endlessly. Since nobody attended the call, I disconnected after 3 hours. I paid $800 for our tickets and wanted to cancel the ticket within 24 hours to get back my money. They didnt attend my call the entire day. When I called the Airlines, they said they toId me to work with the travel agent. I called them again after returning from vacation. After waiting for an hour the customer service staff spoke to me. He said that I should have called within 24 hours of booking the ticket to cancel or change tickets. I explained my situation to the Customer service representative almost 5-8 times, he kept saying that they couldnt help me. He asked me for proof when I told him that their website has some issue and it incorrectly assigned the return dates. I got frustrated and asked him if I could speak with his supervisor. He took my phone number and told me that his supervisor would call me in the next 5 minutes. They never called me back. I was left to deal with severe stress and anxiety due to loss of money. I was helpless, disappointed and extremely frustrated with GoToGate. This website comes first in google search. PLEASE DO NOT SPEND YOUR VALUABLE MONEY ON THIS FRAUDULENT WEBSITE. They should be reported as SCAM website...

The service of this company is terrible and awful! Non-service behavior, disregard for the customer, his money, and time. For your benefit, do not use the services of this company! The representatives are antipathetic and not helpful, and all that matters to this company is to steal the money of its customers!

On 29/09/2020 I went to skyscanner.com to purchase a pair of flight tickets from SOF to TBS with a stop at FRA, the ticket cost $ 737. When I clicked on: "Select" I was taken to the site-. gotogate.com where I was offered the same card at a variety of prices, at least I was convinced. After filling in the names of the passengers and making a payment, I received a different flight ticket than the one I booked, with the flight duration being 20 hours (double the ticket time I booked). After a few minutes, I located the customer service phone and waited over half an hour to receive the answer, when I asked the representative to register the phone so she could get back to me if it hung up because the waiting time is long and my call cost is a dollar per minute - she refused and asked for the order number. After I explained to her about the mistake she made and asked to rebook the requested flight ticket, she claimed that the requested flight ticket did not exist in her system (it is important to note that the relevant flight tickets were in the system at the time of writing this email - 3 and a half hours after the booking). Therefore, I asked her to cancel the flight tickets, in order for me to re-book through the website. Unfortunately, the call was disconnected. At this point, I called again and waited another 30 minutes. The representative who answered me showed 0 empathy for the situation I got into and his answers were robotic and useless. He claimed that I had to pay $ 114 if I wanted to cancel and rebook (why do such a thing to the customer? This is a theft!) and again, he also claimed that the requested flight ticket did not exist in the system, and showed zero willingness to help me (really sounds like I disturbed him to sleep!) When I asked him to transfer me to the manager, he repeatedly refused on the grounds that no one would give me a different answer than his own, and that he himself was a manager so there was no reason to transfer me to the manager. After deliberation, the representative said that he was transferring me to his colleague and that the wait would last about a minute. I waited over ten minutes and then realized he just found a great way to get rid of me without giving me basic service. Non-service behavior, disregard for the customer, his money, and time. For your benefit, do not use the services of this company!

Their service is a joke and I am being generous.

1- I got cancelled the seats I had pre-selected due to a "technical error". Here, at least they had the courtesy to give back the money, but still disappointing.

2- On My Bookings, where it is supposed to be an option to add another luggage (according the website), it was not possible to do so. Instead, it sent me back to the main webpage.

3- Immediately, I sent a message through this web messaging system and explained the issue about not being able to add another suitcase. I asked for assistance and for the price to add it. After several days, there was no answer.

I sent another message through this web reminding them my issue and said that if it was not possible to know the price of the extra suitcase or add another suitcase, I wanted to cancel my ticket immediately so I could find another one with another company. Still no answer.

5- I called to the assistance number (+44 203 455 03 90) more than 10 times until I finally got an answer from the operator. I explained the situation and he said that a different department was in charge of that, so he put me through with them. After listening to the waiting melody for 1hour 10 min, I hang up and called the number again. The same operator answered and he said "Really? They didn't answer all this time? That's strange... Well, now their line is available, please let me put you through". So here I was, listening to the same melody and waiting again for another 20 min (these are international calls). There was still no answer, so I hang up and called the same number for the third time. Nobody picked up the phone. I tried more than 7 times, but still no answer.

5- The day of the flight came and I couldn't connect on the phone with go to gate nor I received any answered from the webpage of Go To Gate. So I had no more option than going directly to the airport. The airline said they had to charge me for the extra suitcase according to the policies of my Go To Gate ticket, so I had to pay 82,800 Japanese yen (around 721 usd!) for excess weight, which is similar to the price of the ticket. My flight was about to go and I had no other choice than paying this ridiculous amount.

It occurred on: 24/02/2022

This meant that I bought a ticket I could not cancel with a company that didn't allow me to add an extra suitcase. A company that didn't answer any messages I sent through their own webpage and that kept me waiting for over an hour on an international call, just to get put through again and made me wait for another 20 min. A company that charged me 721 usd for a 25 kg suitcase, which is almost like the amount of the plane ticket itself.

I got an answer about the issue on 21/03/2022. The answer was: "we would like to inform you that baggage are not refundable".