I had a very disappointing experience booking flights through Booking.com via their partner GoToGate.
Our flight from Brisbane to Doha with Virgin Australia was cancelled due to the Middle East conflict. While we understand that cancellations can happen, the way this situation has been handled is completely unacceptable.
We contacted GoToGate immediately and were told that our flight would be rerouted and that we just needed to wait. It has now been over 10 days with no solution, no rebooking, and no clear communication they asked us to 'wait" and they would try to adjust the flight
Today, after calling again, we were told that there is nothing they can do and that we simply have to keep waiting. This is extremely frustrating and unprofessional. We have hotels already booked and risk losing a significant amount of money due to their lack of action.
There is no accountability, no urgency, and no proper customer support. In situations like this, customers need proactive assistance — not silence and indefinite waiting.
I would strongly advise others to avoid booking flights through third-party agencies like GoToGate, especially for international travel. The lack of support when things go wrong is simply not worth the risk.
please gotogate fix the problem in order to have this review deleted.
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