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:04/24/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Made an airline reservation. The airline cancelled. Gotogate is yet to provide my refund after a month. All attempts to with customer support ends with contradictory statements, basically lying. Rather than admitting they dont have details on what is going on

  Business Response

  Date: 05/02/2025

  Dear ********
  
  Thank you for reaching out regarding your order with reference 40-673530198.
  
  First, 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 the inbound flight in this order with reference 5LK4MY was unfortunately cancelled by the airline due to operational reasons. As the outbound flight booking with reference 44IDSJ is not affected by the change on the inbound,this booking is still valid for your travel.
  
  Due to this,the airline has advised that a refund of booking 5LK4MY could be requested, and we have therefore issued refund applications as per your request.
  
  These refund applications were authorized by the airline, where the funds for this booking were received in our account on April 10th and mediated back to your account used upon booking purchase on April 28th with the total amount of 3311,67 CAD.
  
  Due to the above, there is no further remaining refund to be processed at our end.
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with *********** 

  Customer Answer

  Date: 05/02/2025

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

• Initial Complaint

  Date:04/18/2025

  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.

  Hi booked an air ticket with gotogate on their website To simply explain the issue,I booked 1 ticket for passenger A Gotogate issued a ticket for passenger B I have clear documentation showing this Now if the passenger were to go to the airport, they would have been denied boarding. So I decided to cancel the ticket because they were deciding to charge be absurd "name amendment fee" for a mistake they made. For a mistake they made, they charged me $271 cancellation fee

  Business Response

  Date: 04/22/2025

  Dear ******, 
  
  Thank you for your message regarding the order ************. 
  
  Upon investigating your reservation, we note that this booking was purchased on 24th November 2024 for the passenger Ms. ******* ********* ********* Subramannya from ******* to ********* via ***********, with the operating airline ******************* 
  
  We have successfully issued this ticket with the same name as provided to us during the booking process; 
  - First names: ******* *********
  - Last names: ********* Subramannya
  
  We can see that you have contacted our customer service on 25th November 2024 to voluntary cancel this reservation, as the name provided to us was incorrect. We have informed you about the airline's policy for voluntary cancellations with their penalty of 300 CAD and our handling fee of 59 CAD. You confirmed the cancellation in line with the airline's cancellation policy on 25th November 2024. 
  
  The refundable amount was successfully claimed from the airline on 25th November and 704.19 CAD was mediated back to the original form of payment on 28th November 2024. 
  
  On 4th December 2024, we received information from your bank that you had disputed the payment of ****** CAD and the investigation would be ongoing for 90 days with your bank. The expected outcome was no earlier than 4th March 2025. On 7th March 2025, we received information from your bank that this dispute was decided in our favor and no additional refund is therefore possible for this reservation. 
  
  When investigating your case, we cannot locate any mistakes or technical issues on our end. The name on the ticket was issued in the way it was provided to us and we successfully assisted with a voluntary cancellation, in line with the airline's policy. The eligible amount has already been mediated back to you and we are unfortunately not able to process a second refund from our side. 
  
  Kind regards 
  Customer Relations team 
  ********************** CA

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23224426
  
  I am rejecting this response because:

  I have attached the ticket issued. 

  You can see clearly that the ticket issued was for 

  First Name:  ******* *********

  Last Name: ********* S

  which is not what i had entered and passenger would have been able to board if they showed up at the airport with this ticket

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

  Business Response

  Date: 04/25/2025

  Dear ******, 
  
  Thank you for your reply regarding the order ************. 
  
  We agree that the name in the ticket differs to what you had written when making the booking. 
  
  You had provided the name during the booking process as follows. Please see the attachment which is from the system logs and shows how the customer informed the name on our website; 
  - First names: ******* *********
  - Last names: ********* Subramannya
  
  However, in many cases the tickets have limitations as how many characters are allowed in the ticket. For that reason the last name was automatically shortened to ********* *. This is a normal procedure and does not affect the travel if the name is correct, even though it is shortened. 
  
  We would like to point out that even if the last name was not shortened, and would have been written as ********* Subramannya in the ticket, it would create problems at the airport if the name is not correctly according to the passport. If ********* was actually one of the first names, and not a last name, it would create a problem when traveling. According to our knowledge the name ********* was not to be written in the last name column. 
  
  Please note that some internet browsers have autofill functions, which might cause errors when filling out the booking details. Therefore, customers must ensure that they review all booking details before completing the payment. On the final page of the booking process, customers must confirm that they have reviewed the booking details (including names) and tick the box confirming this before proceeding to the payment section.
  

  We hope that this information clarified the name issue. Thank you for contacting us. 
  
  
  Kind regards 
  Customer Relations team 
  Gotogate CA

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23224426
  
  I am rejecting this response because:

  As you've agreed, the name on ticket did not match the passenger name I entered. So it's a mistake on your end which you wanted to charge me another "name amendment fee" to fix. 

  You attempt to blame "autofill" is hilarious. There was no autofill involved. Passenger's name on passport is

  First Name; ******* *********

  Last Name: ********* Subramannya

  There is no need to involve your knowledge or lack there of in this case. Clearly you made a mistake and charged me extra to fix it which is wrong. 

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

• Initial Complaint

  Date:04/15/2025

  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.

  I booked a round-trip international flight on January 10, 2024, through Gotogate for a total of $963. The trip was scheduled for May 27, 2024, through November 3, 2024. Due to **** restrictions, I was only able to travel on the outbound portion (May 27), and I proactively contacted the airline to request that the return portion be converted into a flight credit.The airline confirmed that approximately $150 in credit remains on the ticket and instructed me to contact the original booking agency (Gotogate) to complete the cancellation and access the credit. However, Gotogate has repeatedly claimed they are unable to locate the *** (Passenger Name Record) in their system, despite my providing all booking and confirmation information. I have contacted both the airline and Gotogate multiple times, and neither party has taken ownership of the issue.There has been no transparency in Gotogates policies or processes regarding flight credit management, and I have received no written explanation as to why they are unable to resolve this matter. Ive spent a significant amount of time speaking with various Gotogate representatives, being transferred multiple times with no consistent or meaningful assistance *********** a customer, I am being denied access to my remaining flight credit due to what appears to be system inefficiency or negligence on Gotogates part. I am requesting Gotogate to either:1.Cancel the remaining unused portion of my ticket as requested by the airline, or 2.Issue a refund or equivalent credit value of the remaining $150.I appreciate your support in helping resolve this matter.

  Business Response

  Date: 04/22/2025

  Dear Li,
  
  Thank you for your message regarding the order MR4T44.
  
  We can confirm that you booked the trip on the 10th of January 2024. However, your original flights were scheduled to depart on the 25th of May 2024 from ***** (WUH) to ************* (SFO), with a return on the 3rd of November 2024. The operating airline is ************************
  
  The airline rescheduled the flights, and we sent out the alternatives offered by the airline on the 27th of April, which included either a full refund or the following alternative flights;
  
  Mon, 27 May - CZ659
  Departing: ******************* (WUH) at 11:30 PM
  Arriving: ************* (SFO) at 08:15 PM
  
  Mon, 4 Nov - CZ660
  Departing: ************* (SFO) at 11:35 PM
  Arriving: ******************* (WUH) at 06:10 AM
  
  You accepted the alternative flights, and we processed the request accordingly by sending you a confirmation on the same day, 27th of April 2024. Once a schedule change has been accepted and confirmed, any subsequent changes, such as rebookings or cancellation requests, will be subject to the airline's voluntary policies as applicable.
  
  On the 29th of April 2024, we noticed that the ticket was exchanged once again, this time by the airline. As a result, we lost access to your ticket. This means that we are unable to see which flights you may have been rebooked to, nor can we view the new ticket number issued by the airline. We are also unable to determine whether you have used the ticket or not. Consequently, the airline has taken over the ticket, and any further requests must be directed to them since they have issued your new ticket.
  
  We only act in our capacity as an intermediary, and our role and obligations are limited, as we are only permitted to adhere to the applicable rules set by the airline. In accordance with ***********************' policies for your booking, there is no mention of the possibility of receiving a credit from them. If they have offered you compensation in the form of a credit, they will need to handle this exception, as no such decision can be made on our part.
  
  Unfortunately, as an intermediary, we are unable to compensate for or cancel the requested flight. This is primarily because the return flight has already departed, and we do not have access to the details of the flight, whether you have used the flight or not, or the ticket to which the airline has rebooked you.
  
  We would recommend you to contact the airline directly for further assistance.
  
  Kind regards,
  Customer Relations Team
  **********************

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23210457
  
  I am rejecting this response because:
  Dear BBB and Gotogate,
  
  
  Thank you for the response regarding my complaint.
  
  
  However, I find Gotogates response completely unsatisfactory.
  As the travel agent and intermediary for my booking, Gotogate had a duty to assist me throughout the process, including after the airlines schedule changes. Simply stating that you lost access to my ticket does not absolve you of your responsibilities to your customer. I booked through **********************, not directly with the airline, and therefore my expectation of service and resolution rests with Gotogate.
  
  
  At no point was I informed that Gotogate would cease to support my booking after changes were made. Furthermore, referring me back to the airline without providing any meaningful assistance is unacceptable and shows a lack of accountability.
  
  
  I request that Gotogate provide a full refund or otherwise resolve this matter immediately. If you cannot do so, I will escalate this complaint further, including contacting appropriate regulatory agencies and considering additional actions.
  
  
  Sincerely,
  ***** **
  
  
  Sincerely,
  
  ***** **

  Business Response

  Date: 04/25/2025

  Greetings,
  
  We will respond to the issues raised in their order.
  

  Regarding our duty to assist, we do take this obligation very seriously and this is why you were promptly assisted with the flight segment changes when the airline made schedule changes. We also promptly responded to your request when you wished to rebook again your trip after the schedule changes. However, we are allowed a limited number of actions on a booking in the global distribution system (a system where travel-related reservations are managed jointly, but not equally, by the airlines, hotels and travel agencies) while the airline is and remains the owner of the ticket with unlimited power of disposition. We are not allowed to action a booking unless the status of flights segments is Open in the global distribution system. Please note that we are not allowed to change the status. When the airline makes changes and reissues the ticket, the status is Exchanged, as in our case. This is typically further to the customers request. We have no knowledge whatsoever of your actions directly with the airline, as of the time that the airline performs actions at, how we said above, your request, or decides exceptions or concessions to customers, the ticket is no longer available to us to view.
  As you very accurately said, you booked the trip through and not with us, your contractual partner in the contract of carriage is, and remains, the airline.
  
  Regarding the cessation of support, please be informed that we are technically unable to provide it. We render assistance within the limits established by the airline.
  

  Regarding the refund, we cannot provide such refund, as we are completely unaware of your actions directly with the airline. Since we cannot access the ticket,we have no possibility to action any request.
  

  We trust the above help you form a better image of the situation and our position.
  
  Respectfully,
  Customer Relations Team
  **********************
  

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23210457
  
  I am rejecting this response because:
  Thank you for forwarding the response from Gotogate, Inc. I am writing to express that I do not find their response satisfactory and wish to continue pursuing a fair resolution.
  
  
  Gotogate acknowledges that they acted as an intermediary and lost access to my ticket after it was reissued by ***********************. However, this does not absolve them of responsibility. I booked my flight through Gotogatenot directly with the airlineand it is Gotogates obligation to ensure that the travel services I paid for are properly delivered or refunded if undelivered.
  
  
  Their failure to notify me of the final changes to my booking, provide updated itinerary details, or assist with rebooking or cancellation left me without access to my flight or a clear way to recover my funds. Simply passing responsibility to the airline, without offering further assistance, is unacceptable.
  
  
  I am requesting a full refund for the unused flight or that Gotogate take full accountability by coordinating with the airline to resolve this issue on my behalf. As the ticketing agent, they should be advocating for the customernot deflecting responsibility once complications arise.
  
  
  Thank you for your continued assistance in resolving this matter.
  
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 business "GoToGate" is a 3rd party provider who is partnered with "**********" where you can go to book flight tickets for a cheaper price. I booked through GoToGate they gave me ******* tickets for my travel. However, due to some complications the airline cancelled my flight and I spoke to them on the phone and they managed to re-book my flight however, they could not give me back the price for my "check-in" baggage as I had booked with a 3rd party. The ******* employee and supervisor I spoke to said that GoToGate has to do the refund as the money was with them because ******* did not collect it from them due to the flight cancelation and it is considered illegal for GoToGate to pocket the money for themselves for not providing a service. I reached out to GoToGate and they kept transferring me from one department to another for about 2 hours, and also ignoring the online chats (I have screenshots for those chat messages if needed). Eventually they said "they'll do what they can, but we don't have a time frame or anything we can give a definitive answer by". So eventually GoToGate simply emailed me refusing to refund me the "check-in" baggage fee which is ***** GBP ($73.71 CAD). This company also apparently has multiple different options when being selected on the BBB platform which I don't know is another indication of it potentially being a scam or not.

  Business Response

  Date: 04/09/2025

  Dear Mr. ************************ you for your message regarding your order 40-666812347. 
  
  Upon investigating your reservation, we note that you purchased this booking on 4th March 2025 for two passengers from ****** to ******* via ********* and ********, with the operating airlines *** and ********
  
  We note that your tickets were rebooked and reissued by the airline, which means that we as an intermediary no longer have an access to your tickets. However, we have escalated this to our internal support to call ******* and request an authorization, to be able to request a refund for your baggage, due to the schedule change made by the airline. Our support will contact you after they have received the necessary information from the airline. 
  
  If we are allowed to request a refund for the baggage, we will of course take the needed actions from our side. But kindly note that the decision is made by the airline and we are only able to request a refund, if we receive the required authorization from WestJet. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  ********************** in partnership with ***********  

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23154292
  
  I am rejecting this response because: I have already reached out to the airline (*******) and got confirmation from them that it is illegal for them to take payment for a service which they were unable to provide (the cancelled flight). Upon initial contact with your company you immediately denied the refund and instead of taking accountability for taking my money you chose to use ******* as a scapegoat and pocket the money for yourselves. I want that money returned immediately as I have already stated that I have confirmation from ******* that they DID NOT collect payment for those tickets because that flight was cancelled so they returned every passenger their money including any money for check-in baggage they may have purchased. To say that you cannot return it and then to blame the airline (*******) shows that this is just an elaborate scam that is designed to take money and not return it upon failure to provide a service which was promised to the consumer.
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/17/2025

  Dear Mr ****,

  Following up our conversation, we would like to notify you that the relevant team is monitoring your request with urgency.

  Unfortunately, we regret to inform you that the refund is still pending from the airline side. We received instructions and the go-ahead from the airline to claim a refund.

  Rest assured that the customers order is being continuously monitored, awaiting a response from the airline or the funds in our account, but we cannot provide a time-frame for the airlines handling time, as it is out of our control. Once received however, you will be updated accordingly, without undue delay. 
  
  
  Although we understand this does not resolve the claim, we hope it clarified the situation and assure you and that it is not the case that your request had been forgotten and that once the airline provides us with a feedback, we will fulfill our end of the contract.
  
  

  Kind regards,
  Customer Relations Team
  ********************** in partnership with ***********
  
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23154292
  
  I am rejecting this response because: I have an email sent from your company saying that the airline has ALREADY confirmed that you are eligible to refund me for the baggage. The email mentioned that you tried to contact me via the UK number I called you with and had on file when booking the tickets, however I am now in ****** until the end of this month. It has been 4 days since that email and I have yet to receive a phone call to my Canadian number which I provided in the email thread. I am not closing out this complaint until the funds have been deposited into my account so that way your company is still held liable and responsible until completion of their duties in full.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/22/2025

  Dear Mr ****,

  Thank you for your message.
  
  Unfortunately,the refund application, with reference 0050529223, forwarded to the airline is still pending for their approval.
  
  Please be assured that as soon as the airline has approved the above refund application,and we have received the funds in our account, this will be mediated to your original form of payment. You will also be notified of this via email as soon as the funds have been processed on our end.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with ***********

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23154292
  
  I am rejecting this response because: I have been waiting for over a month now, and the airline said that they refunded the money on their end immediately so now the money is somewhere in your bank accounts. I will just keep the complaint open to assure this complaint is complied with as I have already had multiple dealing in the past which were executed in bad faith by various different employees representing your business - case an point, the screenshots I originally provided. I will await for my bank to notify me immediately as soon as the funds are deposited. I have also provided my phone number in the previous response in case you need to get in contact with me whilst I am in ****** until the end of this month. I did not receive a follow up call since the original one on my UK number failed to go through.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/29/2025

  Dear Mr ****************** you for your message and for your patience. 
  
  According to the order details, unfortunately, the refund application with reference **********, which was forwarded to the airline, is still pending their approval.
  
  Please be assured that as soon as the airline has approved this refund application, and we have received the funds in our account, we will process the refund to your original form of payment. You will also be notified via email once the funds have been processed on our end.
  
  The pending refund application is related to the bag ticket, not the air ticket. As soon as we receive the full refund from the airline, including both the air and bag tickets, we will refund you as soon as possible.
  
  Thank you again for your understanding, and feel free to contact us if you have any further questions.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with ***********
  
  

  Business Response

  Date: 04/30/2025

  Dear Mr ****************** you for your message and for your continued patience.
  
  We would like to follow up on this matter by sharing further clarification and documentation to support our position regarding the baggage refund. Attached, you will find:
  
  Proof of payment for the baggage ticket made to the airline, as recorded in the General Reservation System used by both us and the airline (Proof of Bag EMD ticket)
  
  Proof of the refund application submitted to the airline (RA **********)
  
  As previously mentioned, the refund application under reference ********** concerns the baggage ticket only, not the air ticket. This application has already been forwarded to the airline and is currently still pending their approval.
  
  Please also note that the airline independently made a schedule change and subsequently took full control over the air ticket, excluding the baggage ticket. As this decision was made by the airline, we cannot be held responsible for the schedule change or the handling of the air ticket itself.
  
  The baggage fee was paid directly to the airline, and we are now awaiting their confirmation and return of funds. Once we receive the approved refund and the amount is credited to our account, we will immediately process the reimbursement to your original form of payment. You will receive an email confirmation as soon as this has been completed on our side.
  
  Thank you again for your understanding. Please feel free to reach out to us if you have any additional questions.
  
  Kind regards,
  Customer Relations Team
  ********************** in partnership with ***********
  
  

• Initial Complaint

  Date:04/02/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/17/2024, I purchased a one way and received an email with confirmation of my purchase. I have yet to receive an itinerary number for ************. Why did not they just sent me an email after my purchase? Then, I tried checking the airline number from GOTOGATES websites and it is asking me to verify first with my identity by clicking a link). First of all, I refuse to click links as I know nothing about this company. I cant risk clicking links to obtain the itinerary number. The following day, I contacted support (with a different third party number) and was advised that the purchase is non-refundable! On top of that, the agent did not give me the itinerary number after verifying my full name!! He said that I should have received an email from ************. At this point, I wanted my money back. I reached out to my bank and they were able to successfully do a chargeback for the amount of $298.99. However, GOTOGATES refused and denied the claim! Why did you guys take back $298.99? Since the funds are back to GOTOGATES, please refund $298.99 back to my mastercard. Thank you for your understanding.

  Business Response

  Date: 04/07/2025

  Dear Mr. ********************** you for your message regarding your order ************.
  
  Upon investigating your reservation, we note that you purchased this booking on 17th November 2024 from ***** to ***** via ******, with the operating airline ************. Your flights were scheduled to depart on 28th November 2024. At the time of booking, we have sent your booking confirmation, where your order number is stated (see attachment). You also have full access to your booking details via "My Bookings" on our website (link: *****************************************************). It's clearly stated that ************'s reference number is 2MSMNO.
  
  According to our internal file records, you have never contacted our customer service for any assistance. Our customer service if of course able to provide you with the airline's reference number, if you are able to verify your booking by providing our order number, which is stated on the booking confirmation. 
  
  We note that you have raised a chargeback dispute of ****** USD, on 15th January 2025. According to the information received from your bank, the expected outcome is no earlier than 15th April 2025. At this point, we do not have an outcome of the dispute raised by you. 
  
  In the meantime your bank investigating this, we have contacted the airline to check if any refund is possible for this reservation. According to the information shared by ************, you have used your ticket and no refund is therefore possible. Kindly note that we as an intermediary can only apply to receive a refund back from the airline, but the decision regarding the actual refund is always made by the airline. We have no opportunity to challenge the airline's policies or decision. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards
  Customer Relations team 
  ********************** US
  

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23151498
  
  I am rejecting this response because:

  I did contact customer support. Whether the ticket was used or not, I asked you guys to provide my AIRLINE CONFIRMATION NUMBER. I am very dissatisfied with your service. I asked support to refund the charge. I refuse to click a link in order to obtain it. I noticed that I have been receiving an email pretending to be from ***** whenever I made a purchase from Gotogate. I am not sure but this will be my last time buying from Gotogate.
  
  Sincerely,
  
  Jun An

  Business Response

  Date: 04/22/2025

  Dear Mr.An,
  
  Thank you for your message.
  
  We are sad to hear that you are disappointed with our service. Please note that for security reasons, we are unable to provide any information regarding a booking unless the order number is provided.
  
  If you have any further questions, we remain at your disposal.
  
  Kind regards
  Customer Relations team
  ********************** US

  Business Response

  Date: 04/24/2025

  Dear ***** / BBB team, 
  
  Thank you for your message.
  
  We note that the chargeback raised by the customer on 15th January 2025 for the sum ****** USD has been closed by the customer's bank. The chargeback dispute was decided in our favor on 17th April 2025, which means that we only have a possibility to mediate a refund back to the customer, if we have received any money back from the airline. We can confirm that no refund has been received from ************ and no refund is therefore possible to mediate from our side. 
  
  If you have any further questions, we remain at your disposal. 
  
  Kind regards 
  Customer Relations team 
  ********************** US

• Initial Complaint

  Date:04/01/2025

  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.

  On 3/4/25, I booked a one way flight through GotoGate - this flight was then changed by the airlines and no longer worked with my schedule so I tried to rebook and GotoGate told me there was no option to rebook. They did say they could refund the taxes if I chose to cancel though and I said I'd look into it further and reach back out. Then I decided to just book a new reservation since they said changes weren't allowed, and in working to cancel this reservation, they've been giving me the go around. I reached out 5 times within 10 days and each agent tells me something different. Most say they aren't the right folks to deal with the inquiry and that I'll receive an email response. Then a week later (today), I finally received an email after following up with them multiple times that simply says they can't do anything. Each time, I'm told something different - I don't have screenshots of all of the chats but a few are attached. This is a scam of a company and I need a refund.

  Business Response

  Date: 04/07/2025

  Dear Ms ******

  Thank you for reaching out and for your patience while we reviewed your case regarding case number: 23145704, related to reference number: ************.

  After investigating your order and reviewing the attached screenshots, we would like to address your concerns in detail.

  The first screenshot refers to the terms and conditions that you agreed to upon completing the reservation. As part of the process, you acknowledged these terms, which include the policies related to cancellations and changes.
  
  The second screenshot highlights an action that, as an intermediary, we are technically unable to fulfill. According to the airlines policy, changes to the reservation are allowed, yet the airline's luggage product is issued with this order and it cannot be transferred to another. In such cases, if there is any exception made by the airline, we recommend contacting them directly for assistance.
  
  The third screenshot shows the escalation of your voluntary cancellation request, which we have reviewed internally.

  We would like to clarify that the airlines schedule change was minimal, with only a 10-minute delay on the arrival time from ***** to ******* while the departure time remained the same. According to the airline's policy, in this situation, the applicable cancellation policy refers to voluntary changes, meaning the ticket is non-refundable. However, a partial refund of certain taxes (minus our handling fee) may be possible. In this case, the handling fee exceeds the refundable tax amount, so unfortunately, no refund is applicable.
  
  Since you agreed to our terms and conditions at the time of booking, we are unable to provide a refund due to the airline's minor schedule change. We understand your frustration, but we cannot be held responsible for the airline's policies or changes, especially when the adjustment is within their guidelines for a schedule change.

  Your reservation remains intact and ready for use, as it pertains to a future flight. Should you wish to make any changes, we will gladly assist, always aligning with the airline's policy.
  
  If you have any further questions or need assistance, please dont hesitate to reach out. We remain at your disposal for any further assistance.

  Best regards, 

  Customer Relation Team 

  ********************** 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23145704
  
  I am rejecting this response because:
  
  Gotogate has given me the run around for several weeks regarding the cancellation and refund. They said it would be refunded by at least the taxes of around $25 per passenger and now theyre stating other nonsense that, if true and valid, they couldve said from the start instead of saying taxes would be refunded. 
  

  I understand their inability to do anything about the luggage transfer piece but I need the taxes refunded as they stated they would be.

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

  Business Response

  Date: 04/09/2025

  Dear Ms ******

  Thank you for reaching out.
  
  Following our conversation, we would like to clarify that you were properly informed of the airline's cancellation rules, including our terms and conditions. As stated, in the case of voluntary cancellation, our handling fee applies, which is higher than the refundable taxes. This was communicated to you in accordance with the applicable policies.
  
  Regarding your request to transfer your baggage from one reservation to another, we would like to explain that this is not a matter of inability on our part. It is simply not possible due to the limitations of the global reservation system and the rules set by the airline, which we are obliged to follow.
  
  In summary, we find no error or mishandling on our end. However, as a gesture of goodwill, we have decided to exceptionally waive our handling fee. Your reservation has been canceled as confirmed by you, and any refundable amount from the airline, once received, will be refunded to your original form of payment.
  
  We truly appreciate your understanding and patience in this matter.

  Thank you for choosing us, and we look forward to assisting you with your future travel plans.

  Best regards 

  Customer Relations Team 

  ********************** 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23145704
  
  I want to add that I have contacted the *************** several times and they said Gotogate, having booked the extra checked bag, can easily transfer it to another reservation with the same airlines. The airlines would know their own policy best so Im still not sure why youre saying its not possible to transfer the checked bag to reservation 3HP2RH.

  if you cant transfer the bag like the airlines said you should be able to, can you just refund it please so I can buy another under my new reservation?

  Thanks for cancelling the reservation and refunding the taxes at least. I will keep an eye out for that refund. 

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

• Initial Complaint

  Date:03/29/2025

  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.

  I am filing a formal complaint against MyTrip.com for agent miscommunication that caused significant inconvenience to my senior parents and wasted weeks of my time.On Jan 20, 2025, I had a detailed chat with MyTrip agent **** about free rebooking options following a schedule change. I clearly asked if I could rebook later, whether there would be fare differences, and explored other dates. However, the agent failed to mention that confirming the flight would remove the ability to rebook later for free. Based on this incomplete info, I confirmed the revised itinerary.Later, I contacted MyTrip several times after realizing I had been misled. Agents repeatedly cited fare rules and pushed me toward refund which was not viable due to higher flight prices. My parents ended up traveling on March 9 with long layovers and stress that couldve been avoided.Over the course of this issue:I spoke to 20+ agents via chat Sent 10+ emails Spent 15+ hours on follow-ups Received only scripted replies, no resolution On March 20, agent ********* admitted in writing:We failed to inform you that if you accept the changes, there will be charges if you wish to make any changes again.Despite this, MyTrip refused to acknowledge or resolve the issue.They kept mislabeling my complaint as a refund or airline issue when clearly, it was their own agents failure to communicate consequences of *************** requesting $800 CAD compensation for:Stress and inconvenience caused to my senior parents (60+)Time and energy wasted on a mistake MyTrip acknowledged Attached: Chat with **** (Jan 20) Chat with ********* (Mar 20) Email thread Please help hold MyTrip accountable.Sincerely,******* ****

  Business Response

  Date: 04/07/2025

  Dear Mr. ****************** you for contacting us regarding the booking number NBD1U2 for which you lodged a complaint with this authority.
  Upon investigating the booking, we found that your first interaction with our customer service was on January *******, regarding an involuntary rebooking of the trip.
  

  Let us explain the schedule change policy in order for you to have a clearer image on the situation.
  

  Typically, when an airline makes a schedule change, it is for objective reasons: operational, technical etc. We are not responsible for such schedule changes and have no control over them, as they are made exclusively by the airline.
  

  When a schedule change occurs, the customer is given three alternatives: 1. To accept the flights offered in lieu of the initial flights; 2. To rebook to a more convenient date free of charge,but subject to the airlines conditions (this means that rebooking cannot be done to any date, but within a reasonable period of time, typically 3 to 7 days from the initial date of departure); 3. To be refunded the affected flights or event the entire trip, if the affected flight makes taking the other flights impossible (a so-called misconnection).
  

  Please bear in mind that for scenarios 2 and 3 we need the airlines authorization and as long as we dont have, we would not action any schedule change.
  Please also note that the above three scenarios are exclusive to another, so it is either 1 or 2 or 3, never cumulated, as this would mean an excessive advantage for the customer.
  

  The chat agent in the interaction dated January 20, 2025 asked you not once, but three times if you confirm the existing flights (offered by the airline, scenario 1) and you confirmed those flights.
  

  After confirmation of the flights,any changes are voluntary, and they are subject to the airlines rules and implicitly the airlines change fees. You were explained repeatedly that any change following the acceptance of the flights offered would be as per fare rules.
  

  The chat agent searched for alternative flights for you, but they were not available, as the combination of four legs and three airline companies is difficult to find. Bear in mind that the schedule change policy allows us to change the date, but never the airline,so we searched the exact same combination of airlines.
  

  We also note that you requested already the chat transcripts for multiple interactions you had with our service. That means you are more than aware that you have confirmed the flights. We would be more than happy to highlight exactly the paragraphs where you confirmed the flights.
  
  With all the above in mind and the fact that the customers did take the flights, we unfortunately are not able to accept your complaint.
  
  Respectfully,

  Customer Relations Team
  MyTrip 

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23133806
  
  I am rejecting this response because:

  Dear BBB,
  Thank you for forwarding MyTrips response. I respectfully reject their reply, as it contains a factual error and fails to address the actual issue I raised.
  
  1. Wrong Booking Number LTY9Z2 Was in My Evidence
  MyTrip referred to booking number NBD1U2. However, my correct booking number is LTY9Z2, which was clearly included in the evidence I submitted, including chat transcripts and screenshots. This suggests that MyTrip either reviewed the wrong case or provided a generic response, which undermines the credibility of their investigation and conclusion.
  
  2. My Complaint Is About Miscommunication Not Airline Policies
  My complaint is not about airline schedule change policies. It is about a critical miscommunication by MyTrips own agents specifically during the chat on January 20, 2025 with their agent ****.
  In that chat:
  I was exploring a free rebooking due to a schedule change.
  The agent discussed alternate dates with me, making it clear that rebooking was on the table.
  At no point was I warned that confirming the itinerary would forfeit my right to rebook for free.
  This omission is key: I would have acted differently had I been informed of the consequences.
  This miscommunication is the core issue. MyTrips response completely ignores this and instead focuses on policy explanations after the fact which is not what Im disputing.
  
  3. Acknowledgement by MyTrip Agent *********
  Importantly, in a follow-up chat on March 20, 2025, MyTrip agent ********* acknowledged the miscommunication and showed understanding of my situation. This further confirms that the fault lies in how the situation was handled by their agents, not in airline policy.
  I have already submitted screenshots of both the January 20 and March 20 chats, clearly showing the miscommunication and subsequent acknowledgment.
  
  4. I Request a Proper Response Based on LTY9Z2 and the Correct Issue
  I respectfully ask that MyTrip respond based on the correct booking number (LTY9Z2) and address the actual issue of agent miscommunication during a schedule change discussion.
  Thank you again for your time and for allowing me the opportunity to clarify.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 04/22/2025

  Dear Mr. ****************** you for your message regarding the order LTY9Z2.
  
  We would like to begin by apologizing for any confusion regarding the order number. We can confirm that your check-in reference for this booking is LTY9Z2, while the actual order number is ************. Please note that we also use internal order references, and your booking is registered under the following internal reference: NBD1U2.
  
  As previously informed, we checked multiple dates and explained in the chat that there was no availability. This is due to the involvement of multiple airlines in your booking, and we are obligated to maintain the same booking conditions. Therefore, the options provided by the airline, either alternative flights or a refund, were the only ones we were able to offer. As you correctly pointed out, we offered a free rebooking due to a schedule change initiated by the airline, not a voluntary rebooking, requested by you.
  
  It is clearly stated on our website and in our Terms and Conditions, under section 3.4 and 3.5, that your agreement with the respective airline may allow them to cancel or amend your booking. We will notify you of any such changes as soon as we are informed by the airline. In the event of a schedule change or cancellation initiated by the airline, we do not charge any fee for rebooking you to the alternative option provided by the airline. However, if the change or cancellation is initiated by you, the applicable airline rules and any associated fees will apply. The airlines policies are available for you as a customer during the booking process, and also on our website after the booking is completed, this is also stated in our Terms and Conditions;
  "3.2.2. Before You conclude the booking, the terms and conditions of the relevant airline(s) will be made available to You."
  
  Our agent, with whom you had a chat on the 20th of March 2025, did not confirm that any mistake had been made on our part. However, she apologized for not meeting your expectations and kindly asked you to await a response from the relevant team, as she is not in a position to make decisions regarding your complaint.
  
  Our role as an intermediary, along with the information stated above, is clearly described on our website as well as in our Terms and Conditions. At the time of booking, and prior to payment, you confirmed the Terms and Conditions and acknowledged that you had read and understood them. As a result, we regret to inform you that we are still, unfortunately, unable to accept your complaint.
  
  Kind regards,
  Customer Relations Team
  Mytrip

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23133806
  
  I am rejecting this response because:

  ?? Your own agent admitted fault.
  On March 20, 2025, your agent ********* clearly stated in the chat:
  I understand that we failed to inform you that if you accept the changes there will be charges if you wish to make any changes again.

  
  This is a direct and unambiguous admission that I was misinformed earlier which forms the basis of my complaint.

  
  ?? I was misled during the January 20, 2025 chat.
  I contacted your team specifically to rebook for free due to an airline-initiated schedule change.
  Your agent **** offered alternate flight options but never informed me that confirming one would permanently remove my ability to rebook again for free. I would not have confirmed anything had I been properly informed.

  
  ?? Your claim about attempted calls is false.
  You claimed to have tried calling me, but I have never received a single missed call or voicemail.
  All communication has been handled in writing, and I have consistently replied promptly and clearly.

  
  ?? Your support failed to follow up despite admitting fault.
  After ********* acknowledged the mistake, she said I would be contacted by the email team with a solution.
  No such response came. In fact, every time I followed up, your team started new email threads, disrupting the case history and giving the appearance of avoiding accountability.

  
  ?? I spoke with 1520 different agents.
  Over the past month, Ive spent more than 25 hours on this issue, repeating myself over and over with each new agent.

  Many gave copy-paste replies, avoided the issue, or passed blame to the airline instead of owning up to MyTrips agent error.

  
  ?? My elderly parents (60+) were directly impacted.
  The misinformation and failure to rebook properly caused real stress for my family. This was not just an inconvenience it affected travel plans for senior citizens and led to unnecessary mental distress.

  
  ?? This issue is not about airline policy.
  The core issue is MyTrips internal failure to provide correct information not the airline's terms. Shifting blame to the airline is not acceptable when your agent admitted fault in writing.
  
  ? Requested Resolution:
  I am requesting a partial refund of $800 CAD as a reasonable and fair resolution for:
  The loss of my free rebooking opportunity due to agent misinformation,
  The significant time and effort Ive spent trying to resolve this,
  The stress and impact on my senior parents,
  MyTrips continued failure to provide any meaningful response despite admitting error.

  
  I request that the BBB keep this case open and ask MyTrip to respond factually to the above points specifically addressing the agent admission already in their records.

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

• Initial Complaint

  Date:03/28/2025

  Type:Order 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.

  The ticket didn't reflect the correct last name, i attempted to reach out to the company and have them assist me in making the correction however they did not outline that there were any fees associated with the correction. I am extremely upset at how the situation was handled, a big company like this is held up on 44 dollars and the supervisor and the representative were difficult and disrespectful, i will be reaching out to the airline as well as the ***, the pricing was False advertisement and was changed when it was charging the card. I have never dealt with this in all my years of flying and will never be buying from this company any airline tickets at all anymore, im simply asking the company to make the correction on the ticket from Jnfyad Glyana ****** to Jnfyad Glyana ****** ******. If this possible i will not make a complaint to the *** or the CEO as its just bad business etiquette and practice. Im hoping the company does the right thing.

  Business Response

  Date: 03/31/2025

  Dear Mr *************************** you for your message regarding order ************. 
  
  We sincerely regret the issue regarding the passengers name. After reviewing the booking history, we see that you previously contacted our customer service team to correct the name, as the last name was missing/incorrect, and the process is pending due to the disagreement of the handling fee.
  
  Upon further investigation, we found that the name was submitted to us as shown in the attachment, with the incorrect last name. This was also reflected on the last page of the booking process, where the customer confirmed that all details were reviewed and accurate. Unfortunately, as we have not identified an error on our part, we kindly inform you that our standard handling fee of 44 USD will apply. For your reference, we have attached the price list from the Travel Conditions, which the customer accepted prior to confirming the booking. The price list can be found under this link: ******************************************************************************;
  
  Thank you for your understanding, and please do not hesitate to contact us if you have any further questions. 

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

   

   

  
  

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a round trip through MyTrip/Gotogate. The outbound flight (operated by **************) was canceled by the airline nine days after purchase. I was never notified in time and was unable to board the flight on March 6. On that same day, ************** confirmed that they had refunded the ticket to MyTrip/Gotogate three weeks earlier. (I can provide proof.)When I contacted MyTrip on March 6 with this information, they acknowledged the issue and agreed to process a refund. However, despite this confirmation, they never refunded ***** make matters worse, they then responded to my ****** dispute with misleading information. They claimed the service was properly provided, even though the airline clearly canceled the flight and refunded them. They kept the money and I was left with no outbound flight and no refund.This has caused me significant stress, additional expenses (as I had to book new flights last minute), and I find their behavior deeply unethical. They received a full refund from the airline, and yet have not passed it on to me, the customer.I am requesting that MyTrip/********************** return the full amount for the outbound journey, which includes two flights that I was unable to take due to their failure to notify me and their poor handling of the refund.

  Business Response

  Date: 04/01/2025

  Dear ******************************** you for contacting us regarding case number: ********, concerning order reference: ************. 
  
  Thank you for getting in touch. We completely understand your frustration with the situation, and were sorry for the inconvenience caused.
  
  After reviewing your case, we want to let you know that we cant take further action at the moment since a chargeback for the total order cost was processed on 2025-03-07. According to our team, the payment dispute is still pending, and we wont have an outcome before 05.06.2025.
  
  Because of this chargeback, all actions on your booking are temporarily suspended, and there is no financial connection between us and your booking until the chargeback process is resolved.
  
  For any updates on the status of your funds, your bank will be the best point of contact moving forward, as theyre now handling the situation. We have to follow specific security protocols for monetary transactions and banking systems, so we wont be able to take any action until the advised date.
  
  Thank you for your patience and understanding.
  
  Best Regards 
  Customer Relations Team 
  Mytrip 
  
  

  Customer Answer

  Date: 04/07/2025

   
  Complaint: 23107765
  
  I am rejecting this response because:  there is no chargeback. Let me be clear: This is a deliberate attempt to delay the process and avoid fulfilling your responsibility. The money is with MyTrip, and no bank or payment system has frozen any funds. Please stop lying to cover up the fact that you have received the refund from the airline and are withholding the money that rightfully belongs to me.
  The outbound flight was canceled because ****** sold a ticket it was not authorized to sell. The airline refunded that ticket to MyTrip, not to me. ****** promised a refund for that portion of the trip, and to this day, I have not received anything. That is not just poor service,  it is fraud.
  I demand that you return the money immediately, as previously promised. If this is not resolved promptly, I will pursue legal action and I am already looking to connect with other customers who have been similarly defrauded and scammed by MyTrip/Gotogate. This is not just negligence, it is a pattern of deceptive and unethical behavior that ***** consumers. This level of dishonesty and abuse of customers cannot continue.
  
  Sincerely,
  
  ***** ********* ******* Hoenicka

  Customer Answer

  Date: 04/07/2025

  I am shocked by MyTrip's response and completely rejected the excuse provided.
  First of all, there is no chargeback in process, this is simply false. They have the money. The payment was made through ******, and the dispute with them is completely separate. They lie to delay this process. This is a clear strategy to buy time and avoid responsibility.
  Lets be absolutely clear:
  I purchased four flights.
  The first flight, operated by **************, was canceled not by the airline, but because the airline determined that MyTrip/Gotogate were not authorized to sell that ticket.
  ************** refunded them, not me.
  They promised to refund me for that part of the trip, and they have failed to do so.
  I was forced to buy a new ticket out of pocket because of their negligence.
  So far, I have only received partial service and no refund for the canceled outbound segment. MyTrip/Gotogate received the refund from Breeze and chose to keep the money instead of returning it to the rightful customer. That is not just poor service, it is fraud.
  I am requesting,  that they issue the refund you promised.
  Sincerely,

  Business Response

  Date: 04/08/2025

  Dear ********************

  Thank you for your feedback. We sincerely apologize for any confusion and frustration this situation may have caused.
  
  After reviewing your case, we understand your concerns regarding the refund. However, we must clarify that, as mentioned previously, a chargeback was processed for the total order cost on March 7, 2025. According to our team, the payment dispute is still pending, and we will not have an outcome before June 5, 2025.
  
  As a result of this chargeback, all actions regarding your booking are temporarily suspended. There is no financial connection between us and your booking until the chargeback process is resolved. We understand that this delay is frustrating, but we are required to follow specific security protocols related to monetary transactions and banking systems. Unfortunately, this means that we cannot take any action on your booking until the dispute is concluded.
  
  We kindly recommend reaching out to your bank for further updates on the status of the funds, as they are now handling the situation.
  
  We assure you that we are committed to resolving this matter as soon as possible once the chargeback process is complete.
  
  Thank you for your patience and understanding.

  Best regards 

  Customer Relations Team 

  Mytrip 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23107765
  
  I am shocked by MyTrip's response and completely rejected the excuse provided.
  First of all, there is no chargeback in process, this is simply false. They have the money. The payment was made through ******, and the dispute with them is completely separate. They lie to delay this process. This is a clear strategy to buy time and avoid responsibility.
  Lets be absolutely clear:
  I purchased four flights.
  The first flight, operated by **************, was canceled not by the airline, but because the airline determined that MyTrip/Gotogate were not authorized to sell that ticket.
  ************** refunded them, not me.
  They promised to refund me for that part of the trip, and they have failed to do so.
  I was forced to buy a new ticket out of pocket because of their negligence.
  So far, I have only received partial service and no refund for the canceled outbound segment. MyTrip/Gotogate received the refund from Breeze and chose to keep the money instead of returning it to the rightful customer. That is not just poor service, it is fraud.
  I am requesting,  that they issue the refund you promised.

  
  Sincerely,
  
  
  ***** ********* ******* Hoenicka

• Initial Complaint

  Date:03/24/2025

  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.

  Subject: Flight Cancellation and Refund Request Dear Madam,Sir,I hope this message finds you well.I am writing to inform you that I purchased our tickets through the Gotogate website on 9/172024, for our travel to ****** to attend a friend's daughter's wedding 4/11/2025. Unfortunately, I received an email today 03/24/2025 stating that our flights have been canceled due to a change in the schedule of our connecting flight. Instead of resolving the issue, the flights have been canceled.When I contacted customer service regarding a refund, I was advised to reach out to their cancellation department rather than receiving an immediate refund.I would appreciate your assistance in processing my refund or providing guidance on the next steps.Thank you for your attention to this ************ cost for the tickets (2 person $ 2651.78)Sincerely,******* ******* ****** ***** Date:3/24/2025

  Business Response

  Date: 03/28/2025

  Dear Mr *******, 

  Thank you for contacting us regarding case number: 23107436, concerning reference number: ************. 

  According to the order details and our findings, we can see that following the airline's schedule change, we have already contacted them to request their authorization to proceed with the refund claim on your behalf. As soon as we receive approval from the airline, we will proceed with processing the refund accordingly.
  
  As an intermediary, we do not have control over the airlines schedule changes and cannot be held liable for any costs incurred as a result of these changes. Please note that all refunds will be issued by the relevant service provider, and we have no influence over their processing times.
  
  Once we receive the refund from the airline, we will promptly issue it to you. We understand how important this matter is and appreciate your patience while we work to resolve it.
  
  Should you have any further questions, please don't hesitate to contact us.

  Best regards

  Customer Relations Team 

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