Complaints

This profile includes complaints for Gotogate, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Gotogate, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Gotogate, Inc.

  4300 Biscayne Blvd STE 203 Miami, FL 33137-3255

• 

  Gotogate

  1401 - 145 King St W Toronto, ON M5H 1J8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Ref: 40-533382654 Pending Flair Refund. Subject: Urgent: Unresolved Matter Immediate Action Required Dear *********** am writing to express my deep frustration and disappointment. For the past eleven months, I have been receiving the same repeated messages from your organisation, yet no concrete action has been taken to resolve my issue.This ongoing delay is entirely unacceptable. I have made every reasonable effort to address this matter through the proper channels, but your continued inaction demonstrates a clear lack of accountability and respect for your ********** this point, I am left with no choice but to consider legal action. Your refusal to return my funds is deeply troubling and may amount to theft.I am no longer interested in receiving empty promises or vague reassurances. I am simply requesting what is rightfully mine my money.Please treat this as a final request for resolution before I escalate the matter further.Sincerely,****** *******

  Business Response

  Date: 07/22/2025

  Dear Mr. ********************* you for your message regarding the order 40-533382654.
  
  We sincerely regret that this matter has caused you frustration and understand your disappointment with the ongoing delay. We acknowledge your repeated attempts to seek resolution, and we appreciate your patience throughout this process.
  
  We have made every reasonable effort to obtain a refund from the airline on your behalf. Unfortunately, despite our repeated follow-ups, the airline has not approved the refund request, and we have not received any reimbursement for this booking. Without a refund issued to us by the airline, we are not in a position to reimburse you.
  
  Given the circumstances, we strongly recommend that you contact the airline directly to request further clarification and resolution. We fully understand your dissatisfaction and regret that we are unable to offer a different outcome at this stage. Should the airline issue any reimbursement to us in the future, we will ensure that the funds are promptly returned to your original form of payment.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  **********************

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not yet received a status of refund or an amount, if any for a trip cancelation from August 2025. I have inquired about the issue several times.

  Business Response

  Date: 07/16/2025

  Dear Ms ******************* you for your message regarding order ************.
  
  We understand you are seeking an update on a pending refund for your flights from *********** to ******* via ***** and back, which were planned for departure on 16 August 2024 and return on 27 August 2024.
  
  Upon investigation, we note that you contacted us via live chat on the 16th of August 2024, requesting a cancellation confirmation, during which you confirmed that you or someone connected to you had contacted the airline directly and cancelled the reservation.
  
  As we were not party to the cancellation agreement between you and the airline, we cannot confirm what was agreed upon. Furthermore, as your reservation was paid directly with your card to the airline, any refund due will therefore be processed directly from the airline to your original form of payment, without us as a mediator of the transaction.
  
  As such, and since we cannot follow the refund process on our end in your case, we recommend you contact the responsible airline, ***************, to ask for an update on your refund request.
  
  We hope this helps you reach a solution to your request.
  
  Thank you, and we wish you a pleasant day ahead!
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with ***********
  
  

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ticket from Gotogate on 07/09/24, but due to the war, the flight was cancelled by Wizz, and I requested a refund from Gotogate.Gotogate/******************************************************************** Travel Document Order no: ************ ****** - ******** Your airline check-in reference(s) CK4P4D FlightW42811 Operated by:Wizz Air Malta DepartureMon 7 Oct 14:10 ****** (VIE)ArrivalMon 7 Oct 18:45 ******** *** ****** International Apt (TLV)Reply:Customer Service ************************************************************************ by ************* April 24, 2025, 08:21 To me Hello Hannah,I hope this message reaches you safely.We apologize for the inconvenience caused.We would like to inform you that we have forwarded your request to the team in the relevant department, who are working on processing your refund request. We ask for your patience while the process is completed.We understand the importance of a quick resolution of this issue and will keep you updated on the progress of the process.We appreciate your understanding.If you require further assistance, please do not hesitate to contact us. Our opening hours and contact information are available on our website under the "Contact Us" ************ regards,**** *.

  Business Response

  Date: 07/09/2025

  Dear Ms ****************** acknowledge your claim 23570915 regarding your order ************.

  Upon investigating the reservation, we note that indeed your flight was disrupted by a schedule change performed by the airline and the reservation appears as canceled in our systems since October 6, 2024. We can see you requested a refund as a solution, although according to the information available in the airline's website, there are no funds and their system states the booking is not eligible. Please refer to the screenshot we attached. 

  Please note that as an intermediary, unfortunately we are in no position to challenge the airline's decisions, rules, and policies, and are obliged to operate in accordance with them.

  In view of the above, we are unable to accept this claim as we cannot process any refund from our end if we did not receive any from the service provider, which is Wizzair, and we kindly advise you to refer to them for clarifications as their authorization is beyond our control. For more details, kindly check the refund section 9.3 in our travel conditions.

  We remain at your disposal.

  Kind regards,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 07/09/2025

  Reclamao
  : ********
  
  Rejeito esta resposta porque:
  So I want a credit to buy new tickets, because I bought them with another kiwi agency with the same airline and they gave me credits back.
  Atenciosamente,
  
  Hannah Kaltchuk

  Business Response

  Date: 07/18/2025

  Dear ********************************* you for your message.
  
  According to the order details, we can confirm that you have initiated a chargeback with your bank, with an expected outcome no earlier than 14.10.2025. As a result of this payment dispute, all actions on our side are currently suspended, and there is no financial connection between you and our company until the chargeback process is concluded.
  
  For any queries related to the status of the funds or the outcome of the dispute, we kindly advise you to contact your bank directly, as they are now the appropriate point of contact.
  
  Please note that we are required to follow strict security protocols regarding monetary transactions and banking procedures. This means we are unable to take any further action on your booking until the chargeback process is resolved.
  
  We hope this clarifies the situation.

  Should you require any further details, we remain at your disposal.
  
  Kind regards,

  Customer Relations Team 

  **********************

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $166.00 for checked baggage for my daughter through this third-party company. The receipt clearly shows her name, and I have submitted this proof several times. However, when we arrived at the airport, *************** had no record of the baggage being paid for. As a result, I had to pay again at the airport.Despite contacting the company repeatedly, I have received no refund and no assistance. They took my money and did not deliver the service I paid for. I have seen many similar complaints online, suggesting a pattern of deceptive practices. I am requesting a full refund and an immediate resolution. If this is not addressed, I will pursue legal options.

  Business Response

  Date: 07/10/2025

  Dear Ms. ************************** you for your message regarding your order 40-717843179. 
  
  We would like to start by apologize for the delay and any inconvenience this may have caused you. 
  
  We note that you paid 166 USD for baggage on 22nd June 2025 and sent a claim to us regarding this payment on 28th June 2025. We would like to confirm that our customer service department has investigated your case and approved to refund this amount back to you. 
  
  We have finalized the refund of 166 USD back to you, via our partner ***********, on 10th July 2025. *********** will finalize the refund back to your original form of payment and the money will be visible on your account within 5-7 business days. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards
  Customer Relations team 
  ********************** in partnership with ***********

• Initial Complaint

  Date:06/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight with gotogate from *********** to **** ******. On Wednesday, June 25th, I received a notification from ***************** that the flight was delayed while I was driving to the airport. The new time, did not allow me to catch second flight leaving me stranded during my journey. From the airport I went to the Kiosk of the first airline, which they told me I needed to contact Gotogate as the ticket was booked by an agent operator. I then reached out to gotogate with little to no service sending me back to the airline and forcing the airline to arrange the change which they denied saying gotogate was responsible for any changes. I looked for help online, at the airport, with gotogate, calling the airlines which no help. As I booked I think it is gotogate responsibility to provide options to me to reach my destination as I booked with them. gotogate should not be able to operate in ***.

  Business Response

  Date: 07/02/2025

  Dear Mr. ****************** is in reference to your order number NYETCP, for which you submitted a complaint with this authority under reference number 23529702.
  

  We investigated the booking and found that the only note in the tickets history is the removal of the inbound flight segments further to you having been marked as a no-show.
  You informed us in your complaint that your first flight segment of the outbound was delayed so much that it made it impossible for you to have arrived to the next flight. Please be informed that no such change is reflected in the booking system.
  

  We checked the flight inventory engine and only in this way could we see that indeed your flight was delayed by more than 2 hours. However, we reiterate that this change was never documented in the ticket history.
  

  We also found that these changes were made by the airline at the last minute and assume that this is the reason the airline did not document them in the booking system (please see Exhibit 4).
  
  We respectfully remind you that we neither caused these changes, nor had knowledge about them. Focusing on the solution, we contacted the airline that owns the ticket (*******) to request clarifications and inquire about the possibility of a refund. If the airline agrees to grant us a waiver in order to request a full refund for you, we will gladly submit the refund applications.
  
  
  Sincerely,
  Customer Relations Team
  **********************

  Business Response

  Date: 07/03/2025

  Dear Mr. *************** promised, we are reverting to you with good news. The airline approved full refund of your booking's cost, and we have submitted today the refund application. As soon as we receive the funds from the airline, we will remit them to you. 

  Do let us know if you need further information and/or clarifications.

   

  Best regards,

  Customer Relations Team

  **********************

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 20, 2024 or thereabouts, I called Gotogate support to inquire about a possible refund due to medical reasons because my 86 year old father developed a heart condition and was advised by his doctor to not travel until the condition had been treated. So, at that time I called both ************** and Gotogate to find out what my options were. Both said that if we missed our flight we would have 1 year to rebook or we could seek a refund with a doctor's note. Rebooking would incur some fees, which we accepted as a possibility. I repeatedly asked both parties to confirm as this would be ideal and I obviously wouldn't want to forfeit the original amount ********* forward to 6/21/2025, I call Gotogate to rebook our missed flights and was told our reservation had been cancelled and that the only refund we could get is $140 for the taxes paid (that was even with a doctor's note that I provided to them) and that we could not rebook the existing reservation because it no longer existed! I called Latam support and was told that the booking was refunded to the agency and no other information existed. I then called Gotogate to confirm this and they deny that they received any refund and would not believe me. Gotogate kept telling me that I needed to find out from the airline how much the refund was, even though they were denying that there even was a refund issued.***** support stated that the agency legally should not have requested a refund since the reservation was never cancelled. I believe that Gotogate is fraudulently taking refunds when no cancellation is issued. Missing a flight or not showing up for a flight does NOT automatically cancel a reservation and does not entitle an agency to a refund.According to *****, our reservation should have still existed and we should have still been able to rebook. This should not have been a cancellation of our previous booking and the start of a new booking, which is what Gotogate support was pushing me to do.

  Business Response

  Date: 07/01/2025

  Dear Mr. ********************** is in reference to the order number MX2FT2, for which you lodged a complaint with this authority, reference number 23503614.
  We note that you contacted us on 21 June 2025 to request cancellation of the booking due to medical reasons.
  In accordance with the instructions given by the airline, a full refund would be possible (ultimately, the decision is made exclusively by the airline) but only in case of hospitalization or terminal illness (please see Exhibit 1). For more certainty, we advised you to contact the airline instead.
  You contacted us again on 22 June 2024 and asked about cancellation conditions. You were informed that the refundable amount would be 70 USD/passenger. This amount is taxes, because the air ticket cost itself is non-refundable.
  You then requested us to rebook the tickets, and you were communicated a price which was not convenient for you (******* USD).
  At this point, let us inform you about what is shown in our system. According to the ticket history, the two flight segments out of three in your itinerary were cancelled by the airline on 5 October 2024 (please see Exhibit 2). We highlighted in yellow the date of the action and its author. The abbreviation HDQRMLA means that the action was made by the airlines headquarters (main office).
  Responding to your statement that, missing a flight or not showing up for a flight does NOT automatically cancel a reservation, we respectfully remind you that you repeatedly requested the cancellation of the booking. The fact that you did not agree with the conditions does not invalidate your request and we did our utmost to assist you with its fulfillment.
  Given the fact that the flight segments had already been removed from the itinerary,the tickets became non-existent, and we reiterate that this action was carried out by the airline, and not Gotogate.
  Further to your repeated requests and the removal of the flight segments by the airline, we have taken action to recover any refundable portion of the tickets.These are the refundable taxes, and they amount to approx. 130 USD (at today's exchange rate).
  
  Unfortunately,as we mentioned before, the ticket cost is not refundable. However, we are willing to take on us part of the booking cost given the situation and refund you as a goodwill gesture the amount of 500 USD.
  
  Please let us know your thoughts on this.
  
  Respectfully,
  Customer Relations Team
  **********************

  Business Response

  Date: 07/02/2025

  Due to an internet loop our response was sent without the attachments. Please find attached the exhibits we refer to in our response.

  Customer Answer

  Date: 07/04/2025

   
  Complaint: 23503614
  
  I am rejecting this response because:

  First of all, that is only partially correct and not the full story. Yes, on 6/21/2025, I called to inquire if we could cancel due to medical reasons. I was then referred back to the airline who in turn referred me back to the agent. I then waited until 7/2/2024 to call again to find out if they had been able to talk with the airline about my situation. I also called Latam again to find out what they said my options were since we couldn't cancel due to the restrictions on the tickets. I understood that cancellation wasn't an option on these tickets and planned on possibly using them the following year. After speaking with Latam, they said that they couldn't do anything, but that if we missed our flights in October 2024 we would be a "no show" and that we could then rebook within one year with a fee. That was acceptable to me. On the same day I spoke with Latam, I also spoke with GoToGate again to confirm what Latam had told me. This was confirmed and I repeatedly asked the person I spoke with to make sure this was the case.

  Now, when I called GoToGate this year on 6/21/2025, I was expecting to be able to rebook with a nominal fee. To my surprise my reservation had been cancelled and all that GoToGate wanted to offer me was a NEW reservation! I then called Latam again to confirm that the reservation had been cancelled and indeed it was, but unfortunately there is no other information they could give me except that the only party who could cancel is the agent, otherwise the reservation should still have been in their system regardless of a no show. The reservation cancellations that GoToGate has shared in defense of this complaint are the reservations for the return legs of the trip from ***** to **** to *****. Those were automatically cancelled because of the no show from ***** to **** and are not relevant in any way.

  The focus of this complaint is on the cancellation of the reservation for the departing leg of the trip from ***** to **** which should NOT have been cancelled and should NOT have to be completely rebooked at full fare. When I called on 6/21/2025, the GoToGate support representative asked if I would like to cancel. I then responded yes, if that's possible. But then I asked what the refund amount would be and she said only $70 per passenger. At that point I was confused and inquired further. They then requested the doctor's note, which this entire time had never been requested in 2024, since it was agreed upon with the GoToGate support agent that not showing up for the flight would be sufficient to keep the booking open. ***** support says that the funds for the tickets were refunded back to the agent.

  With the above in mind, I really don't mind forfeiting $500, but not the full $2095.57. I don't believe that is fair given the fact that I followed GoToGate's advice last year. I would therefore be willing to accept $1500 as a partial refund. Offering me $500 as a "goodwill gesture" is an admission of wrong doing, in my opinion and quite insulting. I could understand if GoToGate didn't want to accommodate me had I inquired about the situation a week before our flight or even a month before, but this was more that 3 months before our departure! They also didn't offer to contact ***** about the situation. They simply told me to call them and I was caught in the middle having to spend hours and hours calling both back and forth.

  
  Sincerely,
  
  **** *********

  Business Response

  Date: 07/15/2025

  Dear Mr. ********************** is in reference to your response filed on BBBs portal. We will answer all the issues raised point by point.
  

  First of all, let us clarify that if you are marked as a no-show the ticket cannot be used subsequently. The so-called open ticket which is no longer an option,being an emergency solution during Covid, means literally that the entire itineraryis removed from the system, but the ticket is still there for use. Currently,the ticket is what we call purged, that mean that the reference number is erased from the system and recycled, assigned to another reservation.
  Had the ticket been indeed left open, we were at no point able to recover the funds, and mind you, the airline removed only partially the itinerary.
  
  Second,rebooking means paying the fare difference, the airlines change fee, and the service fee, which can mean in some cases a price that exceeds the price of a new ticket.
  
  Third,the amount we offered is just what we said is: a goodwill gesture. It is under no circumstances an admission of liability, on the contrary, its an honest attempt to close the dispute in an amicable manner. 

  Respectfully,

  Customer Relations Team

  **********************

  Customer Answer

  Date: 07/25/2025

  The explanation provided by the company in their last response was NEVER explained to me last year when I was inquiring about my options, considering that we would not be able to take this trip. The primary issue here is that when speaking with their representatives over the phone I was inaccurately advised and the representatives were uninformed as to what would happen if we missed our flights. I believe all calls are recorded and if we listened to those recordings we would be able to see what I'm talking about. I was very careful to repeat myself and get the person's confirmation that what I was saying would indeed happen. It was never explained to me that our reservations would be completely removed from the booking system on the airline's side. The airline told me we would have a year to rebook. GoToGate confirmed what the airline told me; so we opted to no show given the circumstances expecting to be able to use our flights this year. The recorded calls would confirm this.

• Initial Complaint

  Date:06/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a trip to ***** in November of 2024. GoToGate even sent a message to confirm the flight online, which I attempted to do but was unable. I went to the airport thinking that everything was in order, and the airline told me that my flight was cancelled by GoToGate. I called them right away, and they told me that it was cancelled, that they didn't know why, and said that the issue was escalated, that I need to wait. In the meantime, I asked them to rebook me on another flight, as my tour was going to start the next day. I even asked if I could purchase another flight due to my urgency to make it on time for my tour. They told me that I have to wait, that if I purchase another ticket, they couldn't guarantee my refund. To this day, I am still waiting for my refund of the original purchase. I've called them many times, I even have requested to speak with a supervisor or somebody higher than the representative on the phone, and I was denied. They said every time that the matter is being escalated, and somebody will contact me via email. Six months later, I am still waiting!

  Business Response

  Date: 07/01/2025

  Dear Mr. ******************* is in reference to the order number NFUYSC, for which you lodged a complaint with this authority, reference number 23502553.
  We investigated the booking and note that the itinerary was cancelled due to internal safety protocols we have in place to protect both our entity and the customers.
  Since this booking was made via ***********, multiple department are involved in the investigation and we cannot overpass any step of the procedure.
  We understand this is more than inconvenient and we are doing our utmost to solve the issue as soon as possible.
  We have been in contact with *********** and were informed that the case was taken over by them and you were contacted accordingly. Since no resolution has been reached, we contacted again *********** to request a concrete answer. As soon as they respond, we will inform you and well take the necessary steps in order for you to be refunded.
  We apologize for the situation and well contact you as soon as we receive a response.
  
  Respectfully,
  Customer Relations Team
  ********************** in partnership with ***********

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23502553
  
  I am rejecting this response because:Its been over 8 months, I was left stranded at the airport, I missed a day of my tour, they never explained why my flight was cancelled, they even send me text asking me to do a flight check in

  
  

  I am rejecting this response due to the unacceptable duration of this situationover eight months have passed since I was left stranded at the airport. I not only missed a day of my tour but was also given no explanation for my flight cancellation. To add to the confusion, I received messages instructing me to check in, despite my booking being canceled.

  
  

  At the gate, I was informed that my booking was canceled for internal reasons, yet I was neither rebooked nor refunded immediately, which would have been standard procedure. The claim that this was done to "protect" me is puzzling; being stranded at the airport certainly did not feel like protection.

  
  

  Despite my numerous calls for clarity, I was repeatedly denied the chance to speak with a supervisor. If a flight is canceled, it stands to reason that a prompt refund should be issued. The delay in resolving this matter is not only frustrating but also disheartening as a customer.. This experience was way out of logic.Go to gate said that they cancelled my booking due to internal issues, if that was the case I should of been rebooked or refunded immediately. They also claimed that they did it to protect me, I don't see how bein stranded at the airport was to protect me. O my multipes calls I was refused to talk to a supervisor. If I was cancelled, is not it logical for any business to refund the customer right away? why is this taking so long?

  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/08/2025

  Dear Mr. ******************** you for your message, and we truly understand how frustrating this experience has been for you. We sincerely regret the inconvenience caused, especially given the impact it had on your travel plans and overall experience.
  
  Please allow us to clarify that ***********, took over your handling of your case directly. Unfortunately, due to data privacy and security protocols, we are not granted access to the full details or decisions, nor can we intervene further in their process.
  
  At this stage, and in the absence of further information, since your bank has previously been involved in this matter, they may be able to provide guidance or assistance in recovering your funds. Additionally, we can only recommend that you reach out to ***** for a full explanation and resolution regarding your cancellation.
  
  We genuinely sympathize with the situation youve encountered, and we understand how important it is to have a clear and timely resolution. We hope you are able to obtain the necessary support and we remain available should you need any assistance from our side.
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with ***********
  
  

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23502553
  
  I am rejecting this response because:
  When I purchase the ticket I thought I was dealing with ***********, I didn't know it was ************************ when I completed the billing. I  dealt with gotogate never the less, and now you're asking me to deal with **********. I paid you , not ***********
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight through Gotogate on December 29, 2020, from **** to ********, scheduled for February 18, 2021, for CAD $484.97.On January 16, 2021, Gotogate notified me that the flight had been canceled and rerouted to *******, a different destination. I immediately contacted them by phone to reject this rerouting, explaining that my destination was ********, not *******. I was informed that my only options were to accept the change or request a refund. I opted for a refund.Over the following months, I contacted Gotogate multiple times by phone and email. I was consistently told that they were waiting for the airline and would process the refund once the airline approved it. On July 7, 2021, Gotogate confirmed over the phone and email that my flight was canceled and that a refund application had been submitted.On September 23, 2021, I received a partial refund of CAD $151.59, with no explanation of the reduced amount. I emailed and called Gotogate to ask for clarification and the remaining balance, but my concerns were not addressed. I was disconnected during a call when asked to be transfered to a supervisor and never received a call back.Since 2021, I have contacted Gotogate approximately every 34 months. Each time, I received vague replies that my case was being escalated or reviewed by the refund department, that it would take about 2/3 weeks to receive the refund but no progress was ever made.On March 25, 2023, Gotogate again claimed to be in contact with the airline. Finally, on July 22, 2024, I received an email stating the remaining refund had been processed on March 20, 2024, and I was advised to check with my bank.I immediately checked my account and no such refund appeared. I emailed Gotogate twice asking for proof of the refund or a payment confirmation, but they never replied.During my last phone call, I was simply told that too much time had passed and nothing more could be done.

  Business Response

  Date: 06/19/2025

  Dear Mr. ***************** is in reference to your order number L6HQ0J, for which you lodged the complaint number 23453237 with this authority.

  We note that a partial refund was processed in amount of 151.59 CAD, fact confirmed by your good self. Please be informed that we received from the airline the amount of ****** AUD (the ticket was booked in the airline's ***************** and this is the reason the amount is in AUD). As you can see, after making the conversion, we refunded exactly what we received from the airline.

  After investigating the booking, we could not locate any other refund, however, as the **************** agent informed you that the payment had been made in 2024, it is possible that it was an internal decision to refund you on our cost. Given the age of the booking, it takes a long and difficult process to cross-examine the information where a multitude of departments are involved. To expedite the resolution, we are kindly asking you to provide us with a bank statement or a similar document proving that you did not receive any refund from us in March 2024. As soon as we receive this document and it shows that no refund is received by your side, we will proceed with refunding the balance amount up to the cost of booking.

   

  Best regards,

  Customer Relations Team

  **********************

   

  Customer Answer

  Date: 06/26/2025

   
  Complaint: 23453237
  
  Dear Gotogate,
  
  
  As requested, please find attached my credit card statement covering the period around March 20, 2024. As you can see, no refund from Gotogate or the airline was received during this period.
  
  
  I have redacted unrelated personal information for privacy reasons.
  
  
  Please proceed with resolving the refund of CAD $333.38 as soon as possible.
  
  
  Sincerely,
  ***** *******
  
  
  

  Business Response

  Date: 07/02/2025

  Dear Mr. ********,

  Thank you for your response and the supporting document we requested. 

  For privacy reasons, we will not request your bank details here. We have already sent you a separate email to the address listed with the authority, to provide us with the details of an account of your choice. As soon as we receive the information, we will proceed to payment.

  Best regards,

  Customer Relations Team

  **********************

   

   

  Customer Answer

  Date: 07/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a flight through Go to Gate using their partner ***********. I was notified on October 1, 2024, that my flight was changed and was now 6 hours later with no other alternative. Contacted *********** who advised to cancel the flight and a refund would be processed. After many repeated contacts with Go to Gate, they finally cancelled the flight in December 2024. It took 3 months to cancel it, the flight was scheduled for October 23, ******* is now June 2025, and I have not received a refund after many calls each month. The refund is $185,77.I have tried speaking to supervisors....same runaround. I Cannot get to higher management as I am told no one is available. 9 months os total frustration and no refund.

  Business Response

  Date: 06/03/2025

  Dear Mr. ******************** you for your message regarding the order 40-504605250.
  
  We sincerely regret the frustration and inconvenience you have experienced throughout this process.
  
  As an intermediary, we are only able to process a refund once we have received the corresponding funds from the applicable airline, in this case, Air Cambodia. Unfortunately, the handling times of the airline are beyond our control.
  
  On the 30th of September 2024, when you first contacted us stating that the alternative flight did not suit your needs, we immediately contacted the airline via email to request a full refund due to the flight being rescheduled by them. We received a response on the 24th of December 2024, confirming that you, the customer, are eligible for a full refund and they provided us with an authorization to proceed with the refund application. During the waiting period, we sent six reminder emails to the airline.
  
  We proceeded to cancel the order and sent you a cancellation confirmation on the 24th of December 2024, and applied for the full refund on the 26th of December 2024. In response, we received the following Refund Application (RA) numbers: 4001993388 and 4001993389. However, these are still pending, and we have not received any further updates or a refund.
  
  We have continued to send reminders to the airline regarding these refund applications. Unfortunately, we are unable to provide you with a refund until we have received the funds from the airline, and we have no influence over the airlines processing times.
  
  We appreciate your patience as we work towards a resolution.
  
  Kind regards,
  Customer Relations Team
  **********************

• Initial Complaint

  Date:05/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a flight through *********** and *************** 4/2/2025 Cancelled the flight through United the same day. Its been nearly 2 months and *********** is claiming they never received the refund from United when I have the receipt from United showing the ticket was cancelled and refunded. Ive called and messaged with *********** numerous occasions and they said that they escalated the issue and will follow up, but they havent followed up since 4/4/2025 Gotogate and *********** have either lost track of my refund or are simply holding my money and giving me the runaround every time I try to contact them. Theres no way it takes 2 months to refund a flight.

  Business Response

  Date: 06/03/2025

  Dear Mr. ******************** you for your message regarding the order 40-683131264.
  
  We can confirm that on the 2nd of April 2025, we received a confirmation from the airline stating the following: "We've received your request for a refund. Your reservation, NT6LL5, was canceled and we have received your request for a refund. If you are requesting a credit card refund, please allow seven business days for processing. If your credit card refund is not posted within one billing cycle, please contact your credit card company. For all other forms of payment, including cash refunds, please allow 20 business days for processing."
  
  We further confirm that we have now received the funds from the airline and have processed a refund of 1034.08 USD to the original form of payment on the 3rd of June 2025.
  
  We apologize for any inconvenience this delay may have caused and appreciate your patience throughout this process.
  
  Kind regards,
  Customer Relations Team
  **********************