Avoid GoToGate at all costs.
This company has demonstrated a complete and utter failure to deliver even the most basic level of service. What should have been a straightforward return flight booking turned into a stressful and unacceptable situation where we were effectively left stranded overseas with no confirmed return flight and no refund.
Our flight was not cancelled, but rescheduled by the airline. However, GoToGate failed to communicate any required action, then later claimed our booking was cancelled due to a “process” or “form” that was never provided, never explained, and never accessible. This is not just poor service—it is fundamentally misleading and unacceptable.
Since then, we have been subjected to a relentless cycle of deflection and avoidance. GoToGate refuses to take accountability, repeatedly directing us to the airline, while the airline clearly states the booking must be managed by the agent. The result is a deliberate deadlock where the customer is left to carry all risk, cost, and stress.
We have spent hours of our holiday chasing answers, receiving inconsistent and contradictory information, and being given no viable resolution. At no point has GoToGate acted with due care, transparency, or any genuine intention to resolve the issue.
There is a clear and well-documented pattern of this behaviour across countless other customer experiences—failure to communicate, refusal to refund, and shifting responsibility to avoid liability. This is not an isolated incident, but a systemic issue in how this company operates.
We have now formally escalated this matter and are pursuing regulatory complaints and legal action. All correspondence has been documented and will be relied upon in seeking full reimbursement, compensation, and damages for financial loss, time wasted, and the significant distress caused.
This company should not be trusted with something as critical as travel. When things go wrong—and based on the volume of complaints, they often do—you are left entirely unsupported.
Disgraceful conduct from start to finish.
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