Last Updated: February 22, 2024
Are you attracted to the seemingly cheaper flight rates GoToGate offers but not sure whether it is a legit platform for booking flights?
If so, this post is EXACTLY for you.
Here is what will be covered in this writeup:
- Is GoToGate legit, safe, and a reliable company, or a SCAM?
- What you should be aware of before booking through GoToGate?
- And, should you book your flights directly with an airline or through GoToGate?
Let’s get into it!
Is GoToGate Legit?
GoToGate is a legit online travel agency as it is owned by Etraveli Group, one of the largest flight-centric online travel agencies in Europe. However, the risks of problems associated with booking through GoToGate are much higher than booking directly with an airline.
Although issues can occur even when you book a flight with an airline directly, the chances are significantly lower than booking through GoToGate.
Let me explain why:
GoToGate basically acts as a middleman between you and the airline.
Being a middleman, GoToGate collects your payment and is responsible for your booking, not the airline you booked with since your contract is not directly with them, it is with GoToGate.
In case any issues arise between you and the airline, you’ll have to reach out to GoToGate then they will reach out to the respective airline you’re booked and then GoToGate will get back to you.
Basically, you’ll have to rely on GoToGate since it is a middleman between you and the airline.
And if something goes wrong, the involvement of a third-party (GoToGate) makes things complicated to resolve.
But what makes things even more complicated to resolve is the worst customer service of GoToGate.
So in case something odd happens even beyond your control, it will be extremely difficult for you to resolve the problem, especially if it is urgent, and your whole booking may most probably go in vain due to the poor customer service of GoToGate.
Just like that, making changes to flights booked through GoToGate can be a headache.
In fact, it is nearly impossible to make changes when you’re booked through GoToGate even if you have a Flexible ticket.
For those who don’t know, GoToGate’s Flexible Ticket is an additional paid service in which they claim that you can change your flight tickets (changes to date and time only) no matter what the airline’s rules are.
But, that is not true.
GoToGate’s Flexible Tickets are not flexible at all.
Here’s why:
First of all, it is hard to reach out to GoToGate’s support team since its customer service is extremely poor.
And even if somehow you get in touch with them, GoToGate still turns down customers’ requests (in most cases) for making changes even if he/she has a flexible ticket.
The same is the case with cancellations as well.
GoToGate offers a Cancellation Guarantee which is also an additional paid service in which they claim that you can cancel your trip up to 4 hours before departure – regardless of the reason.
But that’s also not true.
When it comes to cancellation and refund, GoToGate typically refuses to cancel your trip even if you have purchased the cancellation guarantee.
So even if you’ve got the Flexible Ticket service and are traveling with a Cancellation Guarantee, still, making changes, cancellations, and getting a refund from GoToGate can be a hassle and is generally unsuccessful.
To conclude everything, I would say:
GoToGate does offer cheaper rates (in some cases) than airlines but it works out just fine as long as everything goes smoothly and you won’t request for making changes or cancellations to your flights.
In case something goes wrong or any unexpected circumstances happen, your booking will most likely be a failure due to the worst customer service of GoToGate.
Likewise, making changes, cancellations, and getting a refund is generally unsuccessful when your flights are booked through GoToGate.
But as far as its legitimacy is concerned, GoToGate is a legit company in the sense that it is owned by Etraveli Group which is acquired by Booking Holdings.
In case you don’t know, Booking Holdings is the world’s leading provider of online travel and related services.
It owns the world’s top online travel agencies such as Booking.com, Agoda, Priceline, and much more.
So if GoToGate were a scam company, its parent company (Etraveli Group) probably won’t be acquired by Booking Holdings for $1.8 billion dollars.
Moreover, GoToGate has been in business for over 23 years and scam companies don’t survive this long.
By taking these two major factors into consideration, we simply can’t deny that GoToGate is legit.
To put it simply, GoToGate is a legit company but not reliable at all.
So, Should You Book Directly or Through GoToGate?
I highly recommend you to AVOID BOOKING THROUGH GoToGate even if it offers you cheaper prices than booking directly with the airline.
And you know the reasons why:
First of all, GoToGate has the worst customer support which makes things extremely difficult to resolve in case you’re stuck in a problem and need any help.
Apart from that, making changes or cancellations to flights booked through GoToGate is generally unsuccessful even if you’ve purchased the Flexible Ticket and Cancellation Guarantee.
Therefore, I strongly recommend you to book your flights directly with the airline to avoid losing your hard-earned money on GoToGate’s unreliable booking service.
So that’s it from my end.
If you still have any questions or want to share your experience with GoToGate, feel free to let me know in the comments down below.
GoToGate FAQs
Is GoToGate reliable?
GoToGate isn’t reliable at all as it doesn’t help its customers resolve their issues if something odd happens to their booking and they generally refuse to make changes, cancellations, and give refunds.
Is GoToGate safe?
As far as the safety and security of your personal information is concerned, GoToGate is definitely safe. However, it is not completely safe for booking flights because it makes things extremely complicated if anything goes wrong or you need to make changes or cancellations.
Who owns GoToGate?
GoToGate is owned by Etraveli Group which was recently acquired by Booking Holdings.
Does GoToGate give refunds?
GoToGate often doesn’t give refunds to its customers and illegally keeps it with itself even after being issued by the airline.
Earlier the comment section didn’t open so I sent a question to you via Comsay. The return leg of my flight was cancelled by the airline in October 2023 and after a lot of contacting GotoGate via email, chat and phone I received an email on 29th November that I had been credited with $339 into my bank account. Of course the money has not appeared and now they do not answer my emails and refuse to deal with refunds on the phone. In the MyBooking section it is written that I have received the money, so as far as they are concerned my case is closed. They do not have an active Facebook page. Can you give me any suggestions about what to do now? It is a lot of money to lose. I cannot believe how many complaints there are against this company. I certainly won’t use them again. Thanks.
I am currently in dispute with Goto Gate due to cabin change (downgrade)by Air Canada. For over 1 week I was told “contact Air Canada”. When I did eventually get in touch with the airline I was told I’m entitled to a full refund (from Gotogate) & it’s them to deal with it.I have been back in touch with Gotogate & requested my refund & just get fobbed around. I have started proceedings with my bank to recover my money. We’ll see what happens.
Did contacting your bank help?
Go to gate is not reliable despite calling 20 times no body care s to help and support it looks they boldly hold money without refunding even if you are right side of whole issue several agents try to fool you one way or there whenever call the booking .com they come into picture when asked for their supervisor they don’t even answer they waste time and drag on with the issue preventing refund one said my flight is cancelled from jfk to Dohaas I have to travel to from Dallas to Hyderabad india American Airline from dfw to jfk was confirmed from jfk to bubai was not confirmed and from Dubai to Hyderabad confirmed when I asked they said that flight is cancelled moreover they say I travelled they asked me to call indigo to refund money as they said I called they refunded from Dubai to Hyderabad way back on June 2nd but these guys holding money and did not pay me for the same when enquirer about Jfk to Dubai refund they keep me hold for long time and don’t tell me the right answer it’s very hard to call them for help instead they keep you in loop and aggravate the problem forever it’s almost a month I am waiting calling frequently they ask to wait but they don’t respond or follow up. I’m suffering so much they don’t even care to refund indigo money.Very bad experience.They intentionally put you through a lot of pain.
Any luck with and email address for them? I can’t seem to find one on the website and on the “contact us” option.
100% agree that GoToGate are completely unreliable when it comes to customer service in the event of a cancellation. I booked flights to Australia for my gap year daughter and flight times were changed by the airline making connections impossible so I had to pay £1000 for a single flight with Qantas to get her home. Hence a request for cancellation and a refund. I even tried an Amex chargeback to which GoToGate responded with a lot more energy and detail than they have to my simple request for a refund. The airline in question agree that a refund is available but has to be requested by GoToGate who, despite my repeated request, have not done so. I’m now targeting high level execs of Etraveli, the owners, on social media but it seems that they have rhino skins. Avoid at all costs!
How did you find contact details of the Etraveli executives? I looked for those details and could not find them.
I fully endorse your comments. Gotogate is the worst company I have ver dealt with. Its impossible to get an answer from them. They have refused to issue me with a new ticket with my Open ticket, constantly telling me that ‘The Support Team is dealing with it”. I month on, and daily calls, and still no ticket!