I strongly advise against using Gotogate.
I booked a round-trip flight (Geneva – Shanghai) which was cancelled by the airline. Despite this, and despite providing all required documentation (including official cancellation confirmation), I am still waiting for a refund of CHF 3,263.00 weeks later.
Customer service is either unresponsive or deliberately avoids addressing the actual issue. Instead of processing the refund I am legally entitled to, they redirect me toward unrelated compensation claims via third parties — which is completely irrelevant to my request.
This creates unnecessary delays and gives the impression that the company is trying to avoid its obligations.
I have now been forced to escalate the matter through my bank (chargeback), the Swiss Federal Office of Civil Aviation, and legal channels.
This experience has been extremely frustrating and time-consuming. I will never use Gotogate again and strongly recommend booking directly with airlines to avoid this kind of situation.
Be very cautious before booking with them.
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