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:05/18/2023

  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.

  My original fair with taxes was $180.97. The new fare, with taxes, is $337.66 on gotogates website as well $340 on the airlines website. Technically, as all fees are waived with the flexible ticket I should only have to pay around $160 additionally. When I called gotogate, I was told I had to pay around $350, which is more than the fare costs. I paid for a service that is wrongly advertised and doesnt allow you to change the fares as it is supposed to do. I am deeply saddened by this and that is why I am requesting a dispute. I will not be using the ticket. If you need any more information, feel free to call me at ********** or email me at the email on file.I have tried to resolve it with the company and with my credit card company but they are unable to do anything. I come here as a last resort as I find it incredibly deceiving of gotogate.

  Business Response

  Date: 05/23/2023

  Dear ******************,
  
  Thank you for your message.
  
  We are sorry to hear that you are unhappy with the service provided and your concerns regarding the Flexible ticket products policy.
  
  We can see from our internal notes that you contacted ** by phone on 21 March 2023 asking for a rebooking of your flight from ******** to ******. Our agent has noted that the new date you asked for was checked and the fare difference of 352 USD was informed, which you denied. Please note that booking a new flight and rebooking an existing ticket are two different things. When rebooking an existing ticket, once has to consider the booking class in which it was originally booked, as it is not allowed to downgrade a ticket. Because of this, it is possible to find tickets at a lower cost online, since they may be in a lower booking class than your ticket, and thus than the ticket which we must compare price with when rebooking your ticket. This cost is not something that we as an intermediary have any control over, and we assure you there is no reason for us to find higher fares, as the amount for the difference in price will be transferred in full to the airline.
  
  According to our logs, you have contacted your bank/ payment provider and issued a dispute. During an ongoing dispute we are unable and prohibited from providing you with assistance within the full scope of our contract, and we thus have to wait for the dispute to be officially settled in our system, which shows it will be resolved no earlier than 20 June 2023 (please see our attachment).
  
  However, according to the airlines policy, your ticket is nonrefundable and as we find no notifications received from the airline indicating schedule changes or involuntary flight cancellations, we cannot offer you a refund of your ticket. As an intermediary and in accordance with our Terms and Conditions, we can only offer a refund if it is in line with the airlines policy and we can only process a refund once we have received the applicable funds from the airline. 
  
  Although we understand this may not be the response you were hoping for, we trust it has clarified your concerns.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20075260
  
  I am rejecting this response because:

  The business is giving a different reason for why the ticket fair difference was $350 every time I contact time. I also cannot get in touch with anyone other than their outsourced phone help, which doesn't provide any help as they can't make any decisions. On the call with one of the representatives of gotogate, the agent said that a new plane ticket on the same plane costs less because rebooking is always more expensive. There was no mention that the rebooked ticket might be in a new class. Additionally, when i checked prices for the ticket, I know it was the same class. I checked the prices of light economy flights, just like my previous ticket. I'm just utterly disappointed that this is possible. I know I am not entitled to a refund based on your policy as the flight was not cancelled or anything. But you did not provide the service you promise in your flexible ticket service information.

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

  Business Response

  Date: 05/24/2023

  Dear ******************,
  
  Thank you for your response.
  
  Please note that whichever department you speak with on our end, the decisions they can make are the same, as they always have to be in line with the airlines policy and our Terms and Conditions. Furthermore, when you requested a rebooking of your flights, the price informed was the difference in fare presented by the airlines system. Meaning, we have no say in the final cost. Although we understand you are unhappy with the price presented, it was done in line with what the airline would charge, our Terms and Conditions and the conditions of the flexible ticket product,meaning you were only asked to pay the difference in fare, not the change fee charged by the airline, which would be covered by **.
  
  Again, as the dispute you have issued with your bank is still ongoing, we kindly ask you to contact your bank for any further queries regarding the status of your funds.
  
  Thank you for your understanding. 
  
  Kind regards,
  Customer Relations Team
  ********************** 

• Initial Complaint

  Date:05/17/2023

  Type:Billing 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 may 11, 2023 my credit card was charged for 2 transactions by gotogate that i never made. These transactions are fraudulent. Please reverse and credit my credit card asap for $352.91

  Business Response

  Date: 05/23/2023

  Dear Mr ***************** you for your email and we are sorry to hear what had happened.

  As you have mentioned that this is a possible fraudulent case, we strongly advise you to contact your Bank immediately for further investigation, as this relates to the personal data of your card information.We hope this situation will be solved quickly and should you require any further information, we remain at your disposal.

   

  Kind regards,

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

• Initial Complaint

  Date:05/16/2023

  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.

  Date: 05/01/2023 Amount: $731.88 Called in to request a refund and was given a frame of 1-2 weeks. It has been just over two weeks. Called them again today, and all the rep told me was that the team was "working on it" and asked me to wait some more without providing ANY specificity whatsoever. I asked for details such as what the current status is (e.g. has the airline itself processed the refund) but again, all the rep told me was to wait.Additionally, the original refund confirmation email stated that I should be able to see the status of the refund through the MyBooking page on their site. I tried clicking the direct hyperlink from the email and through the website but both only gave me the information of the reservation being canceled. I tried asking the rep about this but again, I was told to just wait.I would like the business to get my refund to me as it has been over the window.Supporting photos:Refund Confirmation (omitted the name of rep)

  Business Response

  Date: 05/23/2023

  Dear **********,
  
  Thank you for your message.
  
  We acknowledge your request for a refund and your complaint regarding the handling time of the process.
  
  Upon checking your order, we can see that it was queued for a refund within 24 hours of purchase, as you confirmed the cancellation. We apologize for the slight delay, and can confirm that your refund has now been processed, in line with the conditions agreed upon the day of cancellation, 02 May 2023, which is in accordance with our Terms and Conditions.
  
  The amount of ****** USD was processed today, as shown in our attachment, and should reach your account within the next five business days, depending on the individual banks turnaround time.
  
  We hope and assume that your complaint has now been resolved, and wish you a pleasant day ahead.
  
  Thank you for your patience.
  
  Kind regards,
  Customer Relations Team
  **********************
  
  

  Customer Answer

  Date: 05/23/2023

   
  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:05/16/2023

  Type:Service or Repair 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.

  ** Aug 2022, (customer reference number ************* we booked a flight through Booking.com AKA gotogate.com to ****** via Air France airlines and paid $ *******. (Airline reference number = JZ58RA) Two weeks later, in Sept 2022, we received an email from Air France and gotogate.com/Booking.com stating our flight was canceled. The new flight option provided was not conducive to our time frame so we requested a refund which was another option provided. Gotogate.com/Booking.com stated they would submit a refund request to the airline. In Oct 2022, Gotogate.com/Booking.com sent an email stating the refund request was approved and a refund of $ ******* was processed to original credit card payment. The refund has not been received and it is now May 2023. We inquired about the refund consistently and are told their support department is looking into the matter and kindly wait until their support team completes the research. We have been kindly waiting for 7 months. This is unacceptable business for supposively a, once upon a time, reputable booking company. Due to the numerous complaints from customers, on the business website and ******** account, of not receiving their refund, I believe there is embezzlement occurring within the staff that handles refunds.

  Business Response

  Date: 05/22/2023

  Dear *****************,
  
  Thank you for your message.
  
  We acknowledge your complaint related to your refund. We assure you we strive for a higher service level than you describe and assure you that your feedback will be taken into consideration moving forward.
  
  Upon checking your order, we note that you cancelled the booking on the 14th of October 2022 after a schedule change disrupted the flight and on the 20th of October 2022 the system issued a refund to your original form of payment. After that, you reverted to ** asking for clarifications as it was not possible to locate the transaction. According to our notes, the payout was processed, but while we were still investigating, we have received a notification from your Bank on 13th December 2022 that you initiated a payment dispute, i.e. a Chargeback investigation. Until the payment dispute was finalized by the Bank, to which an estimated date of 13th March 2023 was given, we were not be able to process any refund or otherwise handle the claim. The reason for this was that you could win the payment dispute, in which case you receive the money from the Bank directly through this process. However, after three months the dispute was settled in our favor and you reverted ** to process the refund, thus the case was escalated internally to for your refund.
  
  Checking with the concerned department, we not that due to a technical issue, it was not possible to access neither the bank statement you then provided nor the new bank details. As there is an error in the accounting system, the reimbursement could not be finalized to your original form of payment. In view of the above, we kindly ask you to answer to the email we sent you to submit the bank details again to proceed with a manual bank refund.
  
  We trust this clarifies the situation and we await your answer.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with Booking.com

  Customer Answer

  Date: 05/22/2023

   
  Better Business Bureau:

  I did receive an email from Gotogate.com requesting my banking information in order for them to send refund via electronic funds to my bank account since they no longer have the original form of payment on file, which was a credit card. I have completed the form Gotogate.com provided, via a link in the email, which required my bank information. 

  Once actual refund is received, I will be satisfied with Gotogate.com's response. I look forward to the final resolution of this matter. 

  Thank you so much for your assistance in this matter.

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

  Customer Answer

  Date: 07/12/2023

  Hello *****,

  
  

  I hope all is well.

  
  

  It's been over 30 business days and refund still has not been received.  Please advise.

  
  

  Kind regards,

  
  

  *************************;

  Business Response

  Date: 07/17/2023

  Dear *****************,
  
  Thank you for your message.
  
  Following up our conversation regarding your order 40-301769144, we deeply apologize for the delay in handling this refund.
  
  We would like to inform you that this is done from our side. Please find attached the proof of the manual bank refund to the account you provided.
  
  For any further information, we remain at your disposal and we wish you a pleasant day ahead. 
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with Booking.com

  Customer Answer

  Date: 07/17/2023

   
  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:05/09/2023

  Type:Sales and Advertising 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 had booked a flight round trip ticket (3 tickets worth $2,848.91) between ***-*** for 01/07/2022 in Emirates through GotoGate.com . I had to cancel my flight due to covid and I called one of call center numbers and even paid $250 per ticket to hold ticket for future travel. In between this I received a refund from GoToGate for $900 for 3 tickets saying refund for cancelled ticket. I tried reaching GotoGate and they claim they received only $900 from Emirates. Tried reaching Emirates and they told me that they had refunded to ***************** which seems to a agent who had booked tickets on behalf of GotoGate. com. Tried reaching Huntington travels and they ask me to contact GotoGate. I am fed up of following up and have lost (~**** for ticket that I paid + $750 which i paid to keep my ticket ) . I had hoped to use voucher for future travel and ~2500$ lost is really making me lose sleep.

  Business Response

  Date: 05/11/2023

  Dear ***************,
  
  Thank you for your message.
  
  We note your complaint is in regards to the credit your received from the airline, which we understand was your order value (******* USD) minus a fee of 250 USD per ticket (750 USD total), meaning a credit of 2098,91 USD,which you lost the ability to utilize due to the cash refund issued to ** from the airline.
  
  Upon investigating your order, we can see that your outbound flight was booked for departure 07 January 2022 and that the first communication we received from your end was on 05 November 2022. We understand you had already cancelled your tickets with the airline and received the credit previously described. However,your tickets had been refunded from our end, in accordance with our Terms and Conditions (paragraph 3.6). Although the refund was claimed in accordance with the contract you agreed to upon purchase on our site, we do understand it caused some inconvenience and frustration, for which we apologize.
  
  According to our system, a refund of ****** USD was processed to you on 15 November 2022 and based on the amount you were issued as credit from the airline;it would leave an amount of **** USD remaining. As a gesture of goodwill, and in order to resolve your complaint in a satisfactory manner, we have decided to approve your claim and have today processed a refund of **** USD to the original form of payment you used upon purchase on our site. Please see our attachment showing the successful refund recorded in our system. The funds should appear in your account within the next five business days, depending on your individual banks turnaround time.
  
  We hope your complaint has now been resolved to your satisfaction but if you have any remaining concerns or questions, we remain at your disposal.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Customer Relations Team
  ********************** 

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 20035121
  
  Hi,

  Thanks for a response. I have a follow-up question. Its mentioned in the mail that GotoGate had requested for refund on ticket (for which I had paid additional $750 to keep it for a future travel) . Did Emirates treat this as a cancelled ticket and charge cancellation fee on the ticket ?

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

  Business Response

  Date: 05/17/2023

  Dear ***************,
  
  Thank you for your response.
  
  We are unfortunately a little unclear on what specifically it is you are asking. From your initial description and the attachment you have provided, Emirates provided you with a credit of your total ticket value, with a deduction of 250 USD per person. This amount has now been processed to you as a cash refund instead from our end.
  
  If you need additional information, kindly revert and clarify your query.
  
  Thank you!
  
  Kind regards,
  Customer Relations Team
  ********************** 

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20035121
  
  Hi GotoGate,

  My question was :

   

  For My ticket in Emirates I had already paid $750 ($250 per ticket) to keep the ticket as voucher for future travel.

  My question is : 1) I did not request a cancelation or refund on ticket and not sure who initiated it .

                             2) Even if it was incorrectly initiated , should it not be considered as refund on voucher not a cancellation on ticket

   

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

  Customer Answer

  Date: 05/19/2023

   
  Complaint: 20035121
  
  I am rejecting this response because:

  Hi GotoGate,
  
  My question was :
  
   
  
  For My ticket in Emirates I had already paid $750 ($250 per ticket) to keep the ticket as voucher for future travel.
  
  My question is : 1) I did not request a cancelation or refund on ticket and not sure who initiated it .
  
                             2) Even if it was incorrectly initiated , should it not be considered as refund on voucher not a cancellation on ticket
  
   
  
  
  
  Sincerely,
  
  *******************************
  

  Business Response

  Date: 05/22/2023

  Dear ***************,
  
  The refund was initiated from our end in accordance with section 3.6 of our Terms and Conditions, herein attached for your review.
  
  Regarding your second question, it can indeed be regarded as a refund of your voucher,but your voucher was your ticket converted to a credit. Nonetheless, the value offered by the airline as a credit to you has now instead been processed to you as a cash refund, which of course means that you can no longer utilize the previously held credit.
  
  We hope this answered your questions.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Customer Relations Team
  ********************** 

• Initial Complaint

  Date:05/08/2023

  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 March 15, we bought 5 tickets for a 12pm flight on May 22 from ************** to ***** for $529.56. The booking reference for gotogate is M4T70F. On April 7, this flight was changed to 9:05pm. This time no longer suits ** as its over 9 hours later. The airline, TAP ********, has confirmed we are eligible for a refund, but this must be done through gotogate. Gotogate told ** to contact the airline. We would like a full refund for these flights.

  Business Response

  Date: 05/10/2023

  Dear ************, 
  
  Thank you for your message. 
  
  We note you are requesting a refund of your tickets due to a schedule change performed in your itinerary by the airline, TAP ********, which does not suit you. 
  
  Upon investigating your order, we can see that the airline has indeed postponed your flight until 9:05 PM 22 May 2023, and we sincerely apologize if you received any misguided information from our end. Due to the schedule change in your itinerary, we have reached out to TAP ******** to request a refund authorization, in order to be able to claim a full refund on your behalf. Attached is the inquiry we sent to the airline on 09 May 2023. Once the airline responds, and if they provide ** with the requested authorization, we will issue official and proper refund applications for each ticket in your order, and if approved by the airline and refunded to **, we will mediate the transaction to you, in accordance with our role as an intermediary. 
  
  Please note that the airlines policies and decisions are completely out of our control, but until we have received a response, we will continuously monitor your order and we assure you that you will be duly updated once received.
  
  Thank you for your patience and understanding. 
  
  Kind regards,
  Customer Relations Team
  **********************
  

  Customer Answer

  Date: 05/20/2023

   
  Complaint: 20031772
  
  I am rejecting this response because:

  I have received details regarding the refund and a full refund has not been issued. We would like to be fully refunded for the total cost of our booking.

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

  Business Response

  Date: 05/24/2023

  Dear ************, 
  
  Thank you for your response.
  
  Upon checking your order, we can see that we received a refund from TAP for your flight tickets, and that amount was processed to you in accordance with our Terms and Conditions, as shown in our attachment.
  
  However, as we have not received a refund for the seating reservation you added to your booking, we have sent additional refund applications requesting a refund of these as well from TAP ********. The airline has yet to review our applications or made a decision regarding them, but once they do you will be updated accordingly. If the airline approve our applications and send ** your funds, we will once again mediate the transaction, in accordance with our role as the intermediary. We have attached images showing the application references (RAs) for the additional applications sent and the current status of the applications in the applicable system.
  
  We hope this has further clarified your concerns, but we remain at your disposal if you have any additional queries.
  
  Kind regards,
  Customer Relations Team
  **********************

• Initial Complaint

  Date:05/06/2023

  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.

  On Apr 29, 2021, I purchased a round trip **** airline ticket for my wife via GoToGate - confirmation L8LCUW Due to Covid situation, the airline canceled my reservation. I contacted Gotogate Sept 8,2021 to seek for a refund from the airline.They opened a ticket with **** with pending status from **** airline. However, I separately contacted with **** airline as I couldn't get any update status from GoToGate ever since. They don't even have a contact email, just phone number and always referred to checking status on web page.**** airline informed me that the refund has been successfully processed (Case Reference FJ20230501-29646 ), and yet, GotoGate web site refund status is not up-to-date. I also sent email to **************************************** after doing some research that etraveligroup acquiring GoToGate, but also no response.

  Business Response

  Date: 05/10/2023

  Dear Ho Thai, 
  
  Thank you for your message. 
  
  We acknowledge your complaint regarding the refund delay in order L8LCUW, and you request for it to be issued without further delay. 
  
  Upon investigating your order, we can see that it was cancelled due to an involuntary flight cancellation, performed by the airline, in your itinerary. As such, a full refund of your tickets were offered according to the airlines policy.However, we first required an authorization from the airline, which once received, was used to file an official refund application to **** Airways, in accordance with the airlines policy and instructions. 
  
  While checking your order with our refunds team,they confirmed that the funds had indeed been received in our account from the airline. We sincerely apologize for any delay on our end, and have thus processed the funds received from the airline without deducting our administrative fee, as a gesture of goodwill. Attached is the successful refund recorded in our system.The funds should clear into your account within the next five business days, depending on your individual banks turnaround time. 
  
  We hope your complaint has now been resolved to your satisfaction, and wish you a pleasant day ahead!
  
  Kind regards,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 05/13/2023

   
  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.
  I received the refund to my credit card.

  
  Sincerely,
  
  Ho Thai

• Initial Complaint

  Date:05/04/2023

  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 2, 2022 I used GoToGate to purchase two airline tickets for travel from **** to Europe for March 2023 travel dates. I used PayPal to pay $1,912.14 for the two tickets - Booking reference: PS4PGZ; GoToGate order number LN5E7G. On February 6, 2023 I received an email from GoToGate telling me my flights were cancelled. I chose to be refunded and immediately requested a refund. On February 15, 2023 GoToGate noted on my account that the refund was processed by the airline. Today is May 3, 2023 and I still have not received my refund. GoToGate noted in my account "Due to the large number of cases caused by the pandemic and the need for manual handling in many of them, this may unfortunately take a long time. We know you have waited a long time already so we do not say this lightly but at the end of the day, this is still good news, because we have your refund and will send it to you as fast as we possibly can". Three months is an inordinate amount of time to get a chargeback to a PayPal. I have read stories about GoToGate taking over a year to refund some customers. I do not want this to happen to me. Interest should be paid to me in addition to my refund. Jun 2022 PayPal record:Gotogate Inc.Jun 2COMPLETED - Payment - $1,912.14 Paid with PayPal Mastercard$1,912.14 on June 2, ******************* ***************** Seller info Gotogate Inc.Invoice ID ******** Purchase details ******** $1,912.14 Total $1,912.14

  Business Response

  Date: 05/22/2023

  Dear ***************,
  
  Thank you for your message.
  
  Please note that according to our internal logs, we responded to this complaint on 05 May 2023, but it appears not to have been recorded in the BBB portal.
  
  We acknowledge your complaint regarding the delay of your refund and apologize for any delay we may be responsible for. According to our logs, we claimed your refund the same day your confirmed the cancellation of your order, on 06 February 2023. As an intermediary, we have to wait for the airline to process your funds in return to ** before we are able to mediate the transaction to you, in accordance with our Terms and Conditions.
  
  Nonetheless, your refund has been recorded as successfully processed from our end on 05 May 2023 (please see our attachment), and as a gesture of goodwill, we chose to waive our own service fee.
  
  We therefore hope your complaint has already been resolved, but remain at your disposal if you have any further questions or concerns.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Customer Relations Team
  **********************

• Initial Complaint

  Date:05/03/2023

  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.

  Booked an airline ticket and they advertised that checked baggage fees were up to 50% less than prices published by airline. In contrary, the charged me $133.98 for a round trip checked baggage fee when Allegiant only charges $100 dollars at most at the airport. When I called, I was given a confirmation number to escalate to speak with a manager and there has been no attempt to contact me- VAOEFD is confirmation. Also, I added myself and my partner as passengers and when I paid and confirmed, myself was not issued a ticket or included. I called immediately to have it cancelled and put through with both passengers and they refused, despite there being an obvious issue on processing the transaction. I literally was speaking with someone from their company within 10 minutes of the transaction and they refused to help with the issue. The airline is unable to help because its not their policy when going through a third party. Therefore, I had to book an additional ticket through Allegiant to ensure we are on same flight.

  Business Response

  Date: 05/05/2023

  Dear ************** *******, 

  Thank you for your mail regarding your order number M7CRYR. 

  First of all, based on your claim, we would like to inform you  that our tickets are issued automatically, with the passenger details that the customer inserts while on the booking path. As a result, there is no possibility of a manual mistake during issuance. 

  
  Any deviation between the final tickets and the intended passenger information, unfortunately, means that the wrong information was inserted by the customer during the booking process.

  
  As per the Terms & Conditions [Section 2] on our website:
  During the booking process, You are provided with the technical means needed to detect errors in entry forms and to correct them prior to submitting your booking request. You are requested to check all data for accuracy before concluding your booking request. Subsequent change requests may lead to significant additional costs.

  
  The passenger names are being displayed throughout the booking procedure and can be reviewed at any given time.

  
  As soon as a customer enters our platform and starts creating a reservation, all actions taken are registered on our system logs, which can be reviewed in order to facilitate an ongoing investigation.

  
  Please find a screenshot attached in this email showing that only the data for passenger ''Breen O'brien'' were inserted and confirmed during the booking process so the booking was issued correctly, including only one passenger and there was no error or mishandling from our end. 

  Regarding the baggage cost, as we have checked, the correct airline price was 88USD and due to a price error a total amount of 133,98USD  was charged. For this reason, we have now authorized and processed the refund for the price difference of *****USD which was charged by error. Kindly note that the funds will probably appear in your account within the following 3-5 working days, always depending on your bank's turnaround times.

  We hope the above information clarifies this claim and we remain at your disposal if you need any additional information or clarification. 

  Thank you in advance ,

  Kind Regards

  Customer Relations Team 

  ********************** ** 

   

  
  
  
  

  
  

• Initial Complaint

  Date:05/02/2023

  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 11/09/2022 I purchased airline tickets from GoToGate for $412.09. The flight was canceled by *** Airlines on 03/23/2023. I've contacted GoToGate multiple times to try and get my refund. My travel partner, who was also booked on the same exact flight has received a full refund from them, but they are telling me I can't get one. I've been getting the run around. I've also contacted *** Airlines and they stated that if they canceled the flight I'm entitled to get a full refund but it has to come from Gotogate because I booked directly through them. Gotogate keeps telling me I have to contact the airline and *** keeps telling me I have to go through Gotogate.Please help me resolve this issue. Gotogate order#LW4YSF Booking#HZIJHH *** Airlines E-TICKET # *************

  Business Response

  Date: 05/04/2023

  Dear Mrs. *****************************, 

  Thank you for your mail regarding your order number LW4YSF. 

  We have looked into your order and we can verify that our refund request has been rejected by the airline, indicating that the schedule change was less than 5 hours so the full refund is not permitted. Kindly find attached a copy of the airline's reply as a proof and point of reference. 

  In addition, kindly note that as an intermediary we do not have any control over the airline's authorizations and rules , we are always obliged to follow them and we cannot challenge them in any way. 

  For the same reason, we can process a refund, only if it is authorized by the relevant airline and if we receive the funds from them. 

  We hope the above information proves useful in solving this claim and we remain at your disposal if you need any additional information or clarification. 

  Thank you in advance, 

  Kind Regards

  Customer Relations Team 

  ********************** US

   

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20007989
  
  I am rejecting this response because:
  The response from the airline states a schedule change was made for my flight. This information is incorrect because my original flight was canceled as per the email sent by tap on March 23,2023 at 9:40am.  I then proceeded to go onto the *** Airlines app and was given three choices. First to reschedule,second to receive travel credit and lastly to cancel and get full refund. According to *** Airlines Fare rules if the flight were canceled by *** a full refund is due. As I stated before my travel partner who was on the same flight already received a full refund from Gotogate. The wrong information was given to Gotogate.If the information is not corrected by *** Airlines, gotogate will not be able to proceed with the refund.
  Sincerely,
  
  *****************************

  Business Response

  Date: 05/15/2023

  Dear *********************,
  
  
  Thank you for your message.
  
  Following your answer, we reached out to TAP Portugal for further clarifications regarding your refund application. The airline, after an initial rejection, approved your reimbursement and transferred to ** the funds. 
  
  In view of the above, we have now processed the full amount of ****** USD which will reach your original form of payment within 5 business days.
  
  Please find attached the refund letter to our reply,
  
  
  Kind regards,
  Customer Relations Team
  **********************