I booked two multi-city tickets through GoToGate and paid approximately $82 extra for what was advertised as a “flexible ticket” option. When I later attempted to change my flight, I was informed that additional costs would apply.
After contacting the airline directly, I was told that my ticket was issued as a standard fare and did not include airline-level flexibility. When I contacted GoToGate, I was informed that the flexibility purchased is an agency product and that customers are still responsible for paying any fare difference and applicable change fees.
Although this may be stated in the terms and conditions, the labeling of this product as a “flexible ticket” can be misleading. Many travelers reasonably expect a flexible ticket to provide airline-level flexibility, such as reduced or waived change fees. In this case, the product appears to function as a change-assistance service rather than true fare flexibility.
I encourage future customers to carefully review the detailed terms before purchasing this add-on and to consider booking directly with the airline if flexibility is important.
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