Complaints

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

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  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: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.

  Complaint Against: Gotogate / Etraveli Group Order Number: ************ Amount Paid: $1,477.92 USD Travel Itinerary: Round trip from ********* to ******* (Aug 1528, 2025) with *************** Booking Date: Feb 3, 2025 Flight Cancellation Notice: Mar 18, 2025 Im filing a formal complaint against Gotogate for failing to refund a cancelled flight. On Mar 18, I was informed *************** cancelled my flight. Gotogate offered a reschedule or refundI chose a refund. Their agent confirmed the cancellation and said the refund would be processed in 7 business days.After 10 days, I followed up and was told it could take up to two weeks. Three weeks later, they claimed ****** hadnt transferred the funds yet. I then contacted ****** directlytwo supervisors confirmed Gotogate hadnt even submitted a refund request. When I told Gotogate this, they acknowledged the error and said a supervisor would now initiate the request and to wait another three weeks.I followed up again and was given the same excuse. I escalated the matter to the head of escalations at ******, who confirmedagainthat no refund request had been received. ****** assured me they were ready to issue the refund as soon as Gotogate formally submitted ***** of May 31, despite numerous calls, emails, and documented proof, Gotogate continues to stall, mislead, and provide inconsistent information. Their handling has been dishonest and obstructive. I believe Gotogate is acting in bad faith and intentionally obstructing the refund process.Resolution Sought:I am demanding a full refund of $1,477.92 USD within 14 days of this complain. If this is not resolved within that timeframe, I will move forward with legal action against Gotogate and its parent company, Etraveli Group, both in ***************** and in ******. As a dual citizen of the **** and *****, I am prepared to escalate this through appropriate legal channels in both jurisdictions. I will not take more excuses.

  Business Response

  Date: 06/05/2025

  Dear Mr. ********** style="color: rgb(34, 34, 34); font-family: Arial, Helvetica, sans-serif; font-size: small;">
  Thank you for your message regarding your booking with order number ************.
  
  We are very sorry to hear about your experience.
  
  Upon investigating your reservation, we note that you purchased this booking on 3rd February 2025 for two passengers from ********* to ******* via ****** and a return from ******* to ********* via ******, with the operating airline **********************. Your outbound flights were originally scheduled to depart on 15th August 2025 and the inbound flights were scheduled to depart on 28th August 2025.
  
  On 18th March 2025, the airline made a schedule change which we successfully informed you about via email. You have contacted our customer service on 19th March 2025, to cancel the reservation and receive a full refund.
  
  We have on your behalf contacted the airline to receive an authorization, for us as an intermediary to be allowed to claim a full refund back from the airline. We have faced some delays when it comes to the claiming process, but we can confirm that we have been able to successfully claim the refund back from the airline now. We have claimed the refund through the global booking system, but please note that one tax on your tickets is non refundable according to the airline's policy (E3 = 8.20 EUR per ticket). As this tax is non refundable, no matter the scenario, this amount is not possible to claim from our side.
  
  In line with our Terms and Conditions, we always need to receive the money back from the airline before we are able to mediate the received amount back to your original form of payment. We will follow up on this during the next seven days, to see if the funds are visible back on our account. We will process the refund back to you as soon as we have received them back from the airline and you will also be notified via email once the refund has been finalized from our side.
  
  If you have any further questions, we remain at your disposal.
  
  Kind regards
  Customer Relations team
  Gotogate US
  

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair 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.

  This group posing as employees of ***************** booked a ticket for my wife. As soon as ticket was booked, I realized I had been scammed and called Flight Networks/Go To Gate within an hour of the transaction to cancel. I asked for Alegients phone number and was given a fictitious non-working number. I was told than in order to cancel, I would need to do so thru Alegient. I immediately called Alegient, explained what had happened and was told I had been scammed. Alegient cancelled the ticket and REFUNDED the money to Flight Networks/Go To Gate. I disputed the charge with y credit card company and ***************/Go To Gate will not respond or reverse charges.

  Business Response

  Date: 06/02/2025

  Dear Mr ****************** acknowledge your claim ******** regarding the order ************.

  Upon investigating your reservation, we note that you contacted us to cancel the booking on April 30, 2025 and our customer service representatives referred you to the airline due to the limited access in the airline's booking system. After that, we received a notification in our system that you contacted your bank and issued a dispute of the charges. During an ongoing dispute we are unable and prohibited from transferring any funds in your order, and we have to wait for the bank to resolve the case in either partys favor. According to our system, the dispute has an expected outcome no earlier than August 19, 2025, and until then, for any further queries you may have in regards to the status of the funds, your bank will be the responsible addressee.
  
  If the dispute is finally settled in our favor, you are welcome to contact us again and we will mediate any refund received from the airline to you, in accordance with our Terms and Conditions. If however, the dispute is settled in your favor, you will receive the disputed amount directly from your bank.

  We trust this clarifies the situation and should you require any further information, we remain at your disposal.

  Kind regards,
  Customer Relations Team
  Flight Network
  
  

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23398546
  
  I am rejecting this response because: Vendors refund policy was never made known to consumer. When vendor told me to contact airline, they gave me a fictitious phone number. When I finally found the airline number, the airline cancelled the ticket and refunded cost of flight to vendor. Vendor refuses to credit me with that refund. I have done everything the vendor asked, and have received no reasonable resolution.
  

  I canceled this transaction on 4/30/25, within an hour or two and vendor was refunded on 4/30/25. Now I must wait?  

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

  Business Response

  Date: 06/03/2025

  Dear Mr. ********************** you for your message regarding the order ************.
  
  We understand that there may be some confusion regarding the refund, and we appreciate your cooperation in communicating with the airline.
  
  However, we must receive the outcome of the payment dispute before we can proceed, as the appropriate actions will depend on the result of the chargeback initiated by you.
  
  As informed previously the dispute has an expected outcome no earlier than on the 19th of August 2025, and we have to wait until then before processing any potential refund.
  
  We thank you for your patience and should you require any further information, we remain at your disposal.
  
  Kind regards,
  Customer Relations Team
  Flight Network

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23398546
  
  I am rejecting this response because: Vendor has received refund from airline on 4/30/25. When vendor did not provide a credit for this transaction, I then disputed the charge. WHEN A REFUND IS ISSUED TO MY ACCOUNT, THE DISPUTE IS SETTLED.
  
  Sincerely,
  
  *** ********

  Business Response

  Date: 06/11/2025

  Dear Ms. ****************** checked the status of the chargeback in the payment system and it is still pending. 

  Let me explain briefly what this means. If the chargeback case is pending, we cannot action the booking because it would pose the risk of double compensation. If the chargeback case is solved in your favor, the transaction is simply reversed and the funds return automatically into your account. If the chargeback case is solved in our favor though, that means that the bank found that your dispute is insufficiently or at all substantiated. This enables us to proceed with the refund to you. We at no point refused to process the refund or denied having received it from the airline, but we just explained, and in multiple instances, that until and unless a resolution is given by your bank to the chargeback case, a refund is not possible.

  I hope I have explained more clearly and process, so you could have a better image of the situation.

  As soon as the chargeback case receives a resolution, and this resolution is in our favor, we will proceed with the refund. It is not ill-intent, it's just a measure of preventing an eventual double compensation.

   

  Respectfully,

  Customer Relations Team

  Flight Network

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair 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.

  Gotogate tricked my son. They are a scam travel agency and should never be used.Gotogate tricked my 18 year old son into buying "Premium support" for discount airline tickets he purchased on behalf of himself and his friends for a post-graduation trip. Of course this support cost massively increased the overall bill. Did it actually add value? Nope! When it came time to try to change flights, Gotogate could do nothing to help us out. There was absolutely no value to this fee, it's a scam fee, plain and simple, and should be ********** yourself a favor and book your travel direct with providers, or support a reputable local agent.

  Business Response

  Date: 05/28/2025

  Dear Mr. ******************** you for your message regarding the order ************.
  
  We regret to hear that you are dissatisfied with your recent experience and would like to take this opportunity to clarify a few points.
  
  We understand your concerns regarding the Premium ********************* Please note that this is an optional add-on, clearly displayed during the booking process, and is intended to provide customers with prioritized assistance. This includes faster handling times and enhanced flexibility where permitted by the airlines terms and conditions. However, it is important to emphasize that this service does not override the airline's policies, particularly in the case of low-cost carriers, which often enforce strict rules regarding changes, cancellations, and refunds.
  
  Included in the Premium Support package is exemption from our standard service fees. The service also includes access to AirHelp+, a product provided by our partner. In the event of flight delays, cancellations, or denied boarding, AirHelp+ will assist in claiming compensation from the airline on the passengers behalf. You can then get up to EUR 600 in compensation with no extra charge beyond the product's price. Furthermore, the package includes a check-in service, which covers check-in for all flights, including multi-city and return journeys. Once the check-in window opens with the airline, the check-in will be completed and confirmed, and the boarding passes will be sent to the registered email no later than six hours before departure. It is important to note, however, that rebooking is not guaranteed as part of this package.
  
  Regarding your son's booking, we have no record of any contact made with us regarding a rebooking request. Our records show that you contacted us on the 26th of May 2025 with a request to cancel the order. As an intermediary, we are required to comply with the terms and conditions set by the operating airline. In this particular case, the ticket purchased was non-refundable and the airline does not offer a 24-hour cancellation policy.
  
  We regret that the assistance provided did not meet your expectations and, unfortunately, the Premium Support is non refundable. Should you still wish to proceed with a rebooking request, we kindly recommend you to contact our customer service team. We will be happy to check the available alternatives for your son and his friends.
  
  Kind regards,
  Customer Relations Team
  **********************

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair 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.

  2025-03-21 Order no. ************ Paid USD 799 for 3 passenger tickets round trip from *** to *** (May 16-May 21)2 passenger name orders were incorrect. I called gotogate as soon as I noticed in March 2025. The company said they can fix this issue with a fee and picture of the passports. I did not feel comfortable sending my passport. I called 1 airline they fixed the names easily. The other airline said the company has to contact them to approve the name change. After this I have been in contact with gotogate since March till present (May *******). They lied and said they fixed it in March. But in beginning of May I went to confirm the change and saw the name issue was not fixed. The company said I have to pay for the change. I paid USD 88 for this service. They have continued to lie to me and have not fixed the names. The airline said if gotogate does not send the waiver form then the airline can not do anything and most importantly there is no record of gotogate contacting ********************* on my behalf.

  Business Response

  Date: 05/23/2025

  Dear Ms. ************************* you for your message regarding your booking with order number ************.
  
  We are very sorry to hear about your experience and we apologize for any inconvenience this may have caused you.
  
  Upon investigating this reservation, we note that you contacted us the first time in March 2025 to correct the name on two out of three tickets. The name correction was requested for the following passengers: 
  
  - Incorrect name: Ifazul ***** ****
  - Correct name: **** Ifazul *****
  
  - Incorrect name: ****** ****** ****
  - Correct name: **** ****** ******
  
  During the contact in March 2025, we asked you to contact the airline to check if the name corrections were allowed. We note that you made the name correction on the outbound directly with **********. As these tickets were corrected, we need to assume that you used your tickets from ******* to *********** on 16th May 2025. Can you please confirm if all of you used your outbound tickets with **********? 
  
  You contacted us again on 14th May 2025, to make the name correction on the inbound flight with ****** Airline. You have also shared the required passport copies with us on this date. This case was escalated to our internal support to contact ********************* on 16th May and you have also paid our handling fee of 44 USD per person (88 USD in total). Unfortunately, our support has handled your request with a delay and we were therefore unable to finalize the requested changes before the scheduled departure on 21st May 2025. We are truly sorry about this. 
  
  We note that one ticket was used on the inbound with ********************* (******* *****), but the other two tickets are unused (Ifazul ***** **** & ****** ****** ****). 
  
  For us to be able to make a fair decision regarding this case, can you please get back to us and clarify what you claiming refund for and if you faced any expenses? If that's the case, please provide us with all the relevant receipts and we will thereafter investigate your case again and get back to you with our final decision. 
  

  Thank you for your understanding. 

  Kind regards
  Customer Relations team 
  ********************** US

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23357467
  
  We were able to directly speak with Air Canada to edit our names and use our tickets going to YYZ to LAX. However, your team was unable to provide any response even after submitting the passports and payments. I spoke with ********************* on May 20, 2025 and they said there was no record of Gotogate contacting them regarding our case.
  

  At the check in counter ****** Airline was unable to edit our names and we had to purchase 2 new tickets one way to LAX to YYZ for USD ********. The receipt for the two tickets the other passenger Kazi ****** ****** paid.

   

  Business Response

  Date: 05/27/2025

  Dear Ms. ************************* you for your message and for providing the receipt of the new tickets purchased with ********************** 

  First of all, we would like to apologize the inconvenience experienced. We assure you that we strive for the best in order to assist you, and your feedback is valuable for us. 

  We can confirm that we accept your claim for 1524,67 USD and to process this amount, we will need to proceed with a wire transfer as it exceeds the order value. We kindly ask you to revert with the bank details below, and as soon as the transaction has been completed at our end, we will forward you the proof of refund:
  
  - Account holdersname:
  - Account holdersaddress:
  - Account holders date of birth (YYYY/MM/DD):
  - Account holdersnationality:
  - Name of Bank:
  - Country of the Bank:
  -IBAN/Account number:
  -BSB/SWIFT:
  

  
  Kind regards,
  Customer Relations team
  ********************** US

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23357467
  
  

  This is information needed for the refund.

  Account holder's name: **** ******
  Account holder's address: ******************************* North ****, **, ******, M2N 3T8
  Account holder's date of birth: **********
  Account holder's nationality: ******
  Name of Bank: Neo Financial
  Country of Bank: ******
  Transit (Branch): 30003
  Institution (Bank): 383
  Acc No: **********
  Branch Address: ******************************************************************************************

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

  Business Response

  Date: 06/02/2025

  Dear Ms. ******************* you for your message regarding your order ************. 
  
  We note that the SWIFT code is missing, which we need in order to finalize the refund of ******* USD. Can you please get back to us with the SWIFT code and we will thereafter make sure to finalize the refund without any undue delays. 
  
  Thank you for your understanding. 
  
  Kind regards 
  Customer Relations team 
  ********************** US

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23357467
  
  I have attached new banking info that can accept international wires. 
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 06/11/2025

  Dear Ms. ********************* be informed that we processed the payment of the agreed amount today. We used the banking details provided in your last correspondence. Please allow up to three business days for the amount to be credited to your account.

  We wish you all the best and hope that you will not let this incident prevent you from choosing us again as your travel partner.

   

  Respectfully,

  Customer Relations Team
  **********************

   

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair 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 my ticket( 2025-04-18 ) in Gotogate and they got the dates wrong. To change the flight I have to pay a sum of money that Im not able to adquire. I paid the amount of ?US$884.44. If this had been my mistake I would assume the responsibility but I was very careful when picking the dates and Im sure it wasnt my fault. My correct dates are from the 10th of july to the 30th, going from *********** to ***** and back with four stops total. Gotogate wrongly set my date from the 8th of August to the 31th. I expect a refund or at least a change of dates without an extra cost. Thank you very much, I expect your response.

  Business Response

  Date: 05/22/2025

  Dear Ms. ****************** you for contacting us in regard to the booking number NYXFDZ for which you lodged a complaint with this authority.
  

  We investigated the booking and found that you purchased a round trip from ***********, ******, to *****, ******, with date of departure 8 August 2025 and return on 31 August 2025.
  This is confirmed by the booking process log which shows that you added in the shopping cart the above dates (please find screenshot titled Exhibit 1).
  Moreover,we note that you requested rebooking of your trip multiple times and for different dates.
  

  On 15 May 2025 our agents informed you that the rebooking cost would be USD ******* if you wish to rebook for 10 July 2025 31 July 2025.
  According to our communication records, you contacted us again on 19 May 2025 requesting cancellation of the trip. Please be informed that as per the ticket rules, the Volaris ticket is not refundable,the ********************** ticket is not refundable, the Volaris ********** ticket is not refundable, and the Tap Portugal ticket is not refundable.

  Since we could not identify any error or mistake from our side, we unfortunately cannot approve this claim.
  
  
  
  Respectfully,
  
  Customer Relations Team
  **********************

• Initial Complaint

  Date:05/18/2025

  Type:Service or Repair 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 bought a ticket from ************* to ************ through gotogate.com.The flight was delayed from 6.00pm to 8.00pm then canceled. I was left with my family of 6 persons in the airport without any alternative solution or support for catering or an overnight hotel stay.I called several times to get my refund of the total I paid of $876.81 but I got a partial refund of $719.81 after few months. I am asking for the total refund, which means I still owe them $157.00, without mentioning the damages and repairs for me which included an overnight stay and a car rental and expenses related to meals.

  Business Response

  Date: 05/21/2025

  Dear *** ******,

   

  This is in reference to your order number MCIBI7 for which you filed a complaint with this authority. We are glad to inform you that we processed today the refund of the amount of 134.57 USD. Please allow up to three business days for the amount to be credited to your account.

  We are really sorry for the situation and hope you will choose us again as you travel partner.

  Respectfully,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 05/22/2025

   
  Complaint: 23346481
  
  I am rejecting this response because:

  I am requesting the full refund of difference of $157.00 that is missing from the initial refund and not only $134.57.
  In addition, I am asking also for a compensation related to the incurred expenses that we spent as a family of 7 persons to travel back from ************* to ************, ** that included one night lodging, car rental, fuel costs and catering expenses in addition to the damages incurred by this delay and my time spent in communication and putting claims to this situation.

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

  Business Response

  Date: 05/26/2025

  Dear **********
  
  Thank you for your message.
  
  We would like to begin by expressing our sympathy for your situation.
  
  We can confirm that a full refund of the order with ****** USD has been processed in three transactions:
  
  - ***** USD on July 24th 2023
  - ****** USD on September 6th 2023
  - ****** USD on May 21st  2025
  
  Proof of these transactions can be found attached for your reference.
  
  Kindly note that our agency exclusively acts within its capacity as an intermediary. We accept no liability for schedule changes, cancellations, delays or other incidents relating to the implementation of flights as this is something that is completely beyond our control as an intermediary. We have no control over the airline's schedule changes and accept no responsibility for costs that may arise as a result of such changes. Nor are we responsible for any trips cancelled due to environmental disasters, acts of war, strikes or other unforeseen events.
  
  We do not assume any responsibility for the flights to be rendered by the airline,therefore any claim you may have in context with the performance or non-performance of the flights, such as your claim for compensation for additional costs incurred, the airline is the responsible addressee.
  
  
  Kind regards,
  Customer Relations team
  ********************** US

• Initial Complaint

  Date:05/15/2025

  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 roundtrip flights from *** (********) to **** (FCO) with "Flight Network", a heading under the GoToGate company. The flights were booked with "Flexible Fare", which under **************'s terms and conditions states that 1 time we are eligible to change our flights and only pay the fare difference as long as we make contact more than 24 hours prior to the flight.The flights took off on May 15, 2025 at 12:15am, and I spent the day speaking with them all day on May 13, 2025. More than 24 hours prior.Flight Network, despite speaking with their customer service for hours, simply claimed that they were having "technical issues" and were unable to process any request to change the flight. We were very flexible with them, stating that we were willing to accept ANY new flights over a 7 Day Span between the months of September and October that would not incur an additional charge.They continued to deny, delay, and to stall. They told me someone would call me back in 4 hours... and then 2 hours... etc. etc. all the while the clock ticked closer to being less than 24 hours prior to the end of their obligation.They outright did not, in good faith, hold up their end of the agreement. The only solution that we were ultimately provided was to book new flights on the airline's website... which would have been fine if they had been willing to refund the entire cost of the new flights. They would not. All they were willing to do, would be to refund the price we paid for the flexible fare, meaning we would be on the hook for the initial flight price AS WELL AS the price for new flights, despite paying for their service specifically so we would have the freedom to *************'s a direct violation of their terms, it's a failure to do business in good faith, and it's fraud. In addition they said on the phone that they "regularly do business this way" and as such, it seems like we are not the only ones getting scammed by this company's "flexible fare" policy.

  Business Response

  Date: 05/16/2025

  Dear Mrs. ********
  
  Thank you for contacting us regarding your order with reference ************.
  
  We acknowledge your complaint regarding Flight Networks extra product Flexible ticket which was added to this booking.

  First of all, we would like to apologize for any inconvenience experienced. We assure you that we strive for the best in order to assist you, and your feedback is valuable for us. 
  
  We note that you have contacted us during May 13th, 2025, requesting to utilize the Flexible ticket and to rebook the flights for October 2025. The requested change was checked by our customer service representatives, and we note that there unfortunately was a fare and tax difference between ***** USD and ******** USD, which varied between the dates checked. The rebooking has therefore been rejected by you on these occasions.
  
  We also note that later on the same date it was advised that you could contact the airline directly, and if you complete a rebooking directly with them, to forward us the receipt and we would refund you the airline's change penalty.
  
  As per our Terms and Conditions for the Flexible ticket:
  
  9.1.6.
  The rebooking of flights using the *********************** is subject to availability. If the desired change results in a more expensive ticket, or if the change leads to the passenger no longer being entitled to a special price (e.g. for a small child), You have to bear the additional costs yourself. We are not responsible for the effects rebooking may have on any additional services concluded directly with the airline (such as booking of additional luggage or seat reservations).
  
  The rebooking was also checked by our internal support team on May 14th,2025, where optional flights with an outbound on September 12th and a return on September 18th, 2025, were forwarded to your email address. Kindly find a copy of this email attached. The total fare and tax difference for this option was ******** USD and a payment link was also included with email, if this option was accepted on your end. This payment link was not paid, and a rebooking of the flights was consequently not finalized at our end.
  
  We have also checked the airlines fare rules for these tickets and regret to inform you that no refund is applicable. We could, however, check if a tax refund could be requested, and as a gesture of goodwill, waive our handling fee in this case. We kindly ask you to confirm if you accept this by contacting our customer service department or reply via ******************** platform.
  
  We understand that our response may not be the one that you were hoping for,however, we trust we have provided a clear explanation as to why we are unable to consider your claim.

  Kind regards, 
  Customer Relations team
  Flight Network US

• Initial Complaint

  Date:05/11/2025

  Type:Service or Repair 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.

  Purchased airline tickets and travel insurance. Flight was canceled in March 30th. Places insurance claim days later. We have been told by various call center agents that are claim is getting escalated and we were told back in April that our refund would be to us in 6 days. Never happened. We have called mytrip or etraveligroup multiple times 4x at the least to be told someone would call us back and no one has.

  Business Response

  Date: 05/15/2025

  Dear Mr. ******************* you for your message regarding the order ************.
  
  We would like to sincerely apologize for the failure to meet the deadlines previously communicated to you. In the confirmation email we sent when you contacted us regarding the schedule change made by the airline, we mentioned that most airlines process refunds within 5 business days. However, please note that the entire process may take 10 to 15 business days from the time of cancellation until we are able to process the payout. Unfortunately, we have yet to receive the funds from the airline for the partially used tickets, which is causing a delay in the payout process. Kindly note that we are unable to complete your refund until we receive the reimbursement from the airline, as stated in our Terms and Conditions.
  
  We have resubmitted our request to the airline regarding the refund and are currently awaiting their response. Once we receive the refund, we will promptly process it to you via the original form of payment. 
  
  Thank you for your patience and understanding. 
  
  Kind regards,
  Customer Relations Team
  Mytrip

• Initial Complaint

  Date:04/30/2025

  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 booked roundtrip flights for my brother and sister to *** to ********* via Go to Gate.Unfortunately, my brother had problems with his **** and we were forced to cancel the flights after rebooking the flights 3x. I have contacted Go to Gate several times for the refund and they told me that yes, they've already cancelled, and promised to process the refund within 10 working days, but unfortunately it has not gone through yet. I called the airlines directly (**********************) and they told me that NO, THEY HAVE NOT REQUESTED FOR A REFUND AND THE TICKET IS STILL OPEN. The said transactions are the following (Please refer to transactions for Go to Gate):Total amount is: PHP ********** or ******** USD

  Business Response

  Date: 05/07/2025

  Dear Ms. ******************* is in reference to your complaint filed with this authority.

  We attempted to investigate the grounds of your complaint, however, you have not provided any information about the order(s). We search by all the criteria available with the little information we had and could not identify an order that matches the itinerary stated in the complaint.

  Please provide us with a minimum of information about the order to enable us to investigate: order number, name of the passenger(s), date of travel, date of booking, complete itinerary, cost of the booking.

  Thank you!

   

  Best regards,

  Customer Relations Team

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

   

  Customer Answer

  Date: 05/07/2025

  Hello, I have attached a lot of images from my last message. 

  unfortunately, Gotogate remains unresponsive when I follow up on the Refund cost breakdown. 

  Order number ************:
  Original amount paid including 2 rebookings: 1,185 USD
  Refund amount - ****** USD

  
  Order number ************:
  Original amount paid including 2 rebookings: 1,017 USD?
  Refunded amount - ****** USD

  
  How come I only got 440 USD for each of the order numbers? What's the basis of this refund? I need the BREAKDOWN of costs ASAP because this doesn't seem right. 
  
  

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23268518
  
  Hello, I have attached a lot of images from my last message. 
  
  unfortunately, Gotogate remains unresponsive when I follow up on the Refund cost breakdown. 
  
  Order number ************:
  Original amount paid including 2 rebookings: ***** USD
  Refund amount - ****** USD
  
  
  Order number ************:
  Original amount paid including 2 rebookings: ***** USD?
  Refunded amount - ****** USD
  
  
  How come I only got 440 USD for each of the order numbers? What's the basis of this refund? I need the BREAKDOWN of costs ASAP because this doesn't seem right. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/07/2025

  Dear Ms. ********************* you for your message and for providing the order numbers to us (************ & ************). 
  
  The booking with order number ************ was purchased on 10th February 2025 for Ms. ********* ******** ******* from ****** to ********* via ****** and a return, with the operating airline **********************. The original flights were scheduled to depart on 18th March 2025 and return on 24th April 2025. This booking was later voluntarily rebooked on 14th March 2025, to a new departure on 25th March 2025. On 20th March 2025, this booking was again voluntarily rebooked to a new departure on 15th May 2025 and a return on 19th June 2025. 
  
  - The original amount paid for this reservation was ******** PHP (****** USD)
  - The cost paid for the first rebooking was ******** PHP (323 USD)
  - The cost paid for the second rebooking was ******* PHP (121 USD)
  
  The booking with order number ************ was purchased on 3rd February 2025 for Mr. **** ****** ******* from ****** to ********* via ****** and a return, with the operating airline **********************. The original flights were the same in this booking and the same changes has been made on 14th March 2025 and 20th March 2025. 
  
  - The original amount paid for this reservation was ******** PHP (****** USD)
  - The cost paid for the first rebooking was ******** PHP (311 USD)
  - The cost paid for the second rebooking was ******* PHP (121 USD)
  
  Mr. **** ****** ******* contacted us to voluntarily cancel both reservations in line with the airline's rules on 23rd April 2025. The airline's cancellation penalty was 4672 PHP (80 USD) and our handling fee was 2430 PHP (42 USD). Our customer service has also informed that some of the taxes on the tickets might be non refundable in line with the airline policy. The cancellation was confirmed in line with the airline's policy and our Terms and Conditions on 23rd April 2025. 
  
  For the order ************, we have claimed the refundable amount back from the airline on 2nd May 2025 and the eligible refund of ****** USD (******** PHP) was mediated back to the original form of payment on 5th May 2025 (proof of refund attached).
  
  For the order ************, we have claimed the refundable amount back from the airline on 30th April 2025 and the eligible refund of 439.77 USD (******** PHP) was mediated back to the original form of payment on 3rd May 2025 (proof of refund attached).
  
  When it comes to cancellations after changes has been made, we as an intermediary are only allowed to claim refund for the original tickets, which means that no refund is possible for the airline's rebooking costs. The amount we have received back from the airline has successfully been mediated from our side and the funds should be visible on the original form of payment within 3-5 days, from the date the refund was processed (3rd May 2025 and 5th May 2025). 
  
  We can see that you have been in contact with our customer service to receive a fare breakdown of the paid and refunded amounts. Our customer service department has escalated this to our refund department and they will provide you with the relevant fare breakdowns as soon as possible. You will receive two separate emails, one for each order with the relevant fare breakdowns. 
  
  If you need any further assistance from us, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  ********************** 

  Customer Answer

  Date: 05/08/2025

  Thank you for the thorough explanation. It helped A LOT. I have a couple of thoughts/questions from my side:

  - I didn't know that the rebooking fees are NOT refundable. So the refund is only based on the original ticket price of ********* PHP and *********, is it? How come the rebooking fees are not refundable?

  - If that is the case, how come I received almost the same refund amount for both-- ****** USD and ****** USD when one original ticket is more expensive than the other one? That's a difference of PHP ********. Shouldn't I receive more refund amount for order number ************?

  - I just wish your customer support team is as reliable, fast and thorough as the one I am communicating with here. I have been messaging, emailing, calling for the past weeks but almost none can really HELP me with the questions that I have and more often than that, each person says different things from the others. It's not standard, some clearly knows what they are talking about, but some do not. 

  Business Response

  Date: 05/09/2025

  Dear Ms. ********************* you for your message regarding the order ************ & ************.
  
  We truly understand your frustration and we are sorry to hear about your experience with our service.
  
  Generally, the airline's policy does not allow us as an intermediary to claim a refund for rebooking fees, when voluntary changes have been made. However, we have asked our refund department to look into this and contact the airline to see if they are able to make any exceptions for you. But please note that this cannot be guaranteed from our side, but we will do our very best to find the best solution.
  
  In our role as an intermediary, we are obligated to follow the airline's rules and policies and we cannot challenge the rules set up by the airline. We are only acting as an intermediary, which means the binding contract is entered between the traveler and the airline.
  
  As these tickets were purchased in separate orders, different rules and policies may apply from the airline's side. The airline's rules are based on the issuing date, booking class, taxes on the ticket etc. This may result in different refundable amounts, for the separate tickets. This is also stated in our Terms and Conditions, which was confirmed to have been read and agreed to at the time of booking.
  
  9.3. Refunds
  9.3.1.  Refunds are processed according to Service Provider Terms or policies. If You have a right to be refunded, your refund will be processed using the same form of payment as used to pay for the booking. Please note that air fares contain different elements and not all of them may be refundable, so even if You are eligible to be refunded according to the Service Provider Terms or policies, the refunded amount may not be exactly the total price paid for your booking.
  
  When it comes to the refunded amounts, we have asked our refund department to look into this and make sure that the correct amount has been refunded back to you, for both orders. If there are any adjustments to be made, the needed actions will be taken by the relevant department.
  
  We will keep an eye on these bookings and make sure that the relevant departments take the necessary actions and when it comes to investigating the possibilities in requesting a refund for the rebooking fees and the amounts refunded back to you. Our refund department has also been instructed to send you the fare breakdowns with priority.
  
  If you need any further assistance from us, we remain at your disposal.
  
  Kind regards
  Customer Relations team
  **********************
  

  Customer Answer

  Date: 05/09/2025

  Hi Gotogate team,

  First of all, I want to say THANK YOU and I appreciate whoever is in this particular department because you have been MORE HELPFUL, THOROUGH AND MORE EMPATHETIC than I have ever encountered since the first time I contacted your team for this issue in the past 3 months now. Going through this channel is FASTER AND MORE HELPFUL because you actually give answers and help your customers with the already stressful situation they are in. 
  

  Secondly, thanks for your updates. So basically, the next steps are:

  - Your team will help me get a refund for the 2 re-booking tickets I have made for both tickets. Please, I am hoping this is going to be refunded as well. Weve already spent so much on this failed travel plans and wed like to get refunded for the services and goods that we are NOT able to use 

  - Your team will look into the refund amount and if its the correct amount. I have received an email JUST NOW about the refund breakdown BUT, look at what they sent me (Ive attached it). Its not even a breakdown, because the literal breakdown cost is not included. This is what Ive been saying. It has been an endless cycle of back and forth without getting proper answers and help. 
  

  Please could you look into it? And will it be possible to get back on those two points today or tomorrow? 
  

  I have always been booking via Gotogate, and we travel a lot  but we never had to encounter any issues same as this one before and so far it has been a nightmare. Hope you can help us change our minds as customers about your organization. 

  Thank you,

  ******

  Customer Answer

  Date: 05/12/2025

  Hi Gotogate team,

  I am following up the status of my request/complain as shared in my last message here. Were you able to review my last email? Please could you get back to me today about the status of the following:

  - Refund status of re-booked tickets for both order numbers ************ & ************. We rebooked for both order number 2x. 

  - Status of the original refund amount; where is the breakdown and are the refund amount correct?  Your Customer Support sent me a weird email WITHOUT the actual breakdown. Its not even a breakdown, because the literal breakdown cost is not included. Please review my last message here, I've attached screenshots before. This is what Ive been saying. It has been an endless cycle of back and forth without getting proper answers and help. 

  I will be waiting for your response today. Thank you!

  Customer Answer

  Date: 05/13/2025

  Hi Gotogate team,

  
  Any update on the status of my request/complaint as shared in my last message here. Were you able to review my last message here? Please could you get back to me today about the status of the following:

  
  - Refund status of re-booked tickets for both order numbers ************ & ************. We rebooked for both order number 2x. 
  - Status of the original refund amount; where is the breakdown and are the refund amount correct?  Your Customer Support sent me a weird email WITHOUT the actual breakdown. Its not even a breakdown, because the literal breakdown cost is not included. Please review my last message here, I've attached screenshots before. This is what Ive been saying. It has been an endless cycle of back and forth without getting proper answers and help. 

  
  I will be waiting for your response today. Thank you!

  Customer Answer

  Date: 05/16/2025

  Hi Gotogate team,

  Is there someone from your team going to give me an update regarding this?

  I have been waiting for weeks for your response 

  Business Response

  Date: 05/16/2025

  Dear Ms.*******,
  
  Thank you for your message regarding the order ************ and ************.
  
  We have reached out to the airline asking them for a refund of the change fees charged as an exception. We have unfortunately not yet received their response, but as soon as we do, their decision will be mediated to you.
  
  We have also checked with our relevant department, who confirmed that the refunded amounts for each order are correct, and a new breakdown of the non-refundable as well as the refundable costs has been sent to you yesterday. Kindly find the attached copies.
  
  Thank you.
  
  Kind regards,
  Customer Relations team
  **********************
  

  Customer Answer

  Date: 05/16/2025

  Dear Gotogate team,

  Thanks for your reply. Do you know the timeline as to when usually the airline gets back on this kind of matter? When did you reach out to them?

  I will be waiting for their/your response about the rebooking refund.

  Thank you,

  ******

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23268518
  
  Dear Gotogate team,
  
  Thanks for your reply. Do you know the timeline as to when usually the airline gets back on this kind of matter? When did you reach out to them?
  
  I will be waiting for their/your response about the rebooking refund.
  
  Thank you,
  
  ******
  

  Business Response

  Date: 05/20/2025

  Dear Ms. ************************ be informed that we reached out to the airline for both orders on 14 May 2025.We have no control whatsoever of the airlines handling time and have no knowledge of how and in which order the requests are handled.
  We have received by now a response only for the order number NRUIAT and the airline confirms that the change fees, like all fees, are not refundable.
  
  We value your trust in us and assure you we did everything in our power to solve the issue in the most convenient manner for you, however all our actions are exhausted,as we cannot appeal the airlines resolution.
  
  Respectfully,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 05/20/2025

  Hello, thanks for your response. I appreciate it. 
  just to clarify, the booking reference codes are LNFOAO (for Niel ****** *******) and YVOWID (for ********* *******). This is NOT under the NRUIAT order number. Can you please double check? 
  

  I also called the airline and explained to them my situation. I am 23-weeks pregnant and my brother and sister are supposed to come here to take care of me and as emotional support before we had to cancel the trip. They told me to send an email to them and explain my situation in details so I did. I am not waiting for this response. I will again update you once I hear from them and attach any screenshot of my conversation via email with them. 

  Customer Answer

  Date: 05/20/2025

  Sorry I have a typo in my last message. I corrected them now*
  
  Hello, thanks for your response. I appreciate it. 
  just to clarify, the booking reference codes are LNFOAO (for Niel ****** *******) and YVOWID (for ********* *******). This is NOT under the NRUIAT order number. Can you please double check? 
  
  I also called the airline and explained to them my situation. I am 23-weeks pregnant and my brother and sister are supposed to come here to take care of me and as emotional support before we had to cancel the trip. They told me to send an email to them and explain my situation in details so I did. I am NOW* waiting for THEIR* response. I will again update you once I hear from them and attach any screenshot of my conversation via email with them. 

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23268518
  
  Sorry I have a typo in my last message. I corrected them now*
  
  Hello, thanks for your response. I appreciate it. 
  just to clarify, the booking reference codes are LNFOAO (for Niel ****** *******) and YVOWID (for ********* *******). This is NOT under the NRUIAT order number. Can you please double check? 
  
  I also called the airline and explained to them my situation. I am 23-weeks pregnant and my brother and sister are supposed to come here to take care of me and as emotional support before we had to cancel the trip. They told me to send an email to them and explain my situation in details so I did. I am NOW* waiting for THEIR* response. I will again update you once I hear from them and attach any screenshot of my conversation via email with them. 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/21/2025

  Dear Ms. ********************* you for your message regarding the orders ************ & ************.
  
  We apologize for the confusion caused by the order reference provided in our previous response. Please note that we use internal order references, and NRUIAT refers to order ************ // YVOWID (for ********* *******).
  
  We would also like to inform you that we have yet to receive any updates regarding our requests sent to the airline, other than the information previously provided - the airline rejected our refund request for order ************ // YVOWID. However, we have not received any response regarding the order ************ // LNFOAO.
  
  Kind regards
  Customer Relations team
  **********************

  Customer Answer

  Date: 05/22/2025

  Okay thank you for clarifying. Please keep me posted. Thanks. 

• Initial Complaint

  Date:04/29/2025

  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 Jan 30, a flight I had booked using *********** who then used gotogate as a mediator, canceled. The airline immediately issued a refund on Jan. 31 to the original form of payment (gotogate in partnership with ***********) I then waited a week or so, and called gotogate on Feb. 7th asking about the status of my refund and they denied that I was due one from them and informed me that i needed to contact the airline to get a refund. On this date, I forwarded them a copy of the refund invoice sent to me by the airline indicating the original form of payment was the recipient of the refund. I contacted the airline and they again informed me that the refund was already processed on Jan. 31 at 04:52 GMT. I again contacted gotogate on Feb 19th and was again informed that I needed to contact the airline as they were the ones who owed me the money. I again forwarded them the information showing the refund had already been processed by the airline. Then I hear nothing for 6 more weeks and on April 3rd I again contact gotogate, and they then finally admit that they owe me the refund, but they have not received it from the airline, so I needed to wait another ***** business days and I would receive the funds. 3 more weeks have gone by and it is impossible to get any information from customer service who just continues to say it's the airlines fault and I should contact them. Requesting to speak to someone higher in command is not allowed according to customer service reps. ****** fall on deaf ears, meanwhile I have invested at least 40 hours of my own time and my phone bill has increased ************************************************************** a country called *******. This company has had my money for 3 (almost 4) months now and I can't seem to get anywhere with them.

  Business Response

  Date: 05/05/2025

  Dear Mr ****************** you for your message regarding your refund, associated with your case number ******** and our reference number 40-631283710.

  We truly understand how frustrating and time-consuming this situation has been for you, and were sorry for the inconvenience and any lack of clarity youve might encountered throughout the process. Please allow us to clarify the matter and provide a final update on your case.
  
  We would like to clarify that, in this case, we did not receive a schedule change notification from the airline. In accordance with our Terms and Conditions, when mediating travel services provided by airlines, particularly low-cost carriers, we do not have guaranteed access to their booking systems. As a result, customers may be required to contact the airline directly for changes, cancellations, or refund requests and this is why our customer service representatives referred you to confirm the cancelation with the airline. 
  
  Its also important to note that a refund approval from an airline does not always mean that the funds are immediately returned to us. As per our policy, we can only issue a refund to the customer once we have confirmed receipt of the funds from the airline.
  
  According to the order history, the case was escalated to our second-line support team on 2025-04-03 for further investigation. Following the return of funds from the airline, we processed the refund of ****** USD on 2025-04-29. The amount should be visible in your account within 5 business days, and a confirmation email was also sent to you at that time.
  
  We sincerely apologize for any stress or inconvenience this may have caused. As the full refund has now been issued based on the amount returned by the airline, we consider the case resolved and no further refund is applicable.
  
  Thank you again for your patience and understanding. 

  Kind regards, 

  Customer Relations Team 

  ********************** in partnership with *********** 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23263941
  
  I am rejecting this response because: You now say that you referred me to contact the airline on my own because I needed to confirm the cancelation, I know it was canceled, I was there. You also knew it was canceled because I sent you the proof with an invoice detailing the refund alreqdy being processed on February 7th. You confirmed receipt of this multiple times. I have attached just a few of the screenshots of the dozens of hour long phone calls with your company being transferred from department to department to department only to be told that I would be contacted by a supervisor within ***** hours. For 15 days straight now I have been told this same lie. Had I been billing you by the hour for my time invested in getting my money back, the invoice would read well over 100 hours. Far too much time to spend on something that you are allegedly paying someone else to handle. You can make the compensation check out to me, and you have my address information on file. 
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 05/06/2025

  Dear Mr. ****************** you for your message regarding your booking with order number 40-631283710.
  
  We are sorry to hear about your experience and we truly understand your frustration. 
  
  As the airline never informed us about any cancellation, we were unable to confirm this to you, which is the reason we referred you to contact the airline. Based on the information we have access too, none of your flights were cancelled by the airline, but the outbound flight was delayed by 3 hours and 29 minutes. The inbound flight is mentioned as confirmed and that the flight departed as scheduled (see the statuses of the flights attached). As we were unable to see that any of your flights was cancelled by the airline, we could never confirm this to you from our side and your contact with the airline was therefore required. 
  
  As the airline has only processed a partial refund back to us, this also indicates that your flights wasn't cancelled by them. You have been refunded the same amount as we received back from the airline and no additional refund is possible to mediate from our side. If you have any further questions regarding the refunded amount, this queries needs to be checked directly with the airline. 
  
  Unfortunately, we are not able to provide you with a compensation and we would recommend you to investigate these possibilities by contacting the airline directly. 
  
  Kind regards 
  Customer Relations team 
  ********************** in partnership with ***********

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23263941
  
  I am rejecting this response because:the delay was caused entirely by your negligence as I provided you with confirmation of the refund on Feb 7th, and you waited until April 3rd to attempt to contact the airline to confirm this. Had you acted in a timely manner after speaking with me and receiving the documents I sent you from the airline, proving a refund was processed to you on Jan 31st, then waiting a month for a refund would be acceptable,  but you waited 2 months to attempt Any action on this case, resulting in me having to wait 3 months for a refund. You dropped the ball in this case, and it is you who should be providing additional compensation,  not the airline, they did everything I asked of them in a timely manner. It is only your company that continually lied and dragged everything out over an extended period of time. I am now adding to my request for compensation that I would also like audio copies of all the phone calls on file for this ticket number.
  
  Sincerely,
  
  *********** ****

  Business Response

  Date: 05/12/2025

  Dear Mr. ***************** is in reference to your order number NNOFPZ for which you lodged a complaint with this authority.
  

  We investigated the booking and found that the refund was processed on April 29,2025. I hope you have received the funds by now; it usually takes up to five business days for international transactions to be processed. Could you be so kind to confirm receipt of funds? In the unlikely event that you have not received the funds yet, please reach out to us to provide you with the ARN.This is the transaction number with which you can track any remitted amount by simply providing it to your bank.
  

  We remain at your disposal for any further information.
  
  
  Best regards,
  Customer Relations Team
  ********************** in partnership with ***********

  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23263941
  
  I am rejecting this response because:

  You clearly did not read the message, as I am not disputing the fact that a partial refund is appropriate.  I am stating that the refund process took 2 months longer than it should have die to your negligence, as I provided you with correspondence from the airline that I got when I contacted them at your request. So the phone calls and hours on top of hours I spent on the phone with your terrible customer service being told that there is 40 different departments that are all responsible for my case at the same time and I can't speak directly to any of them. I am requesting additional compensation from your company because it was your lack of effort that directly led to the delay.
  
  Sincerely,
  
  *********** ****