WARNING - My Experience with Gotogate (Flight Network UK Ltd) & Important Advice for All Travelers
Hello everyone, I’m writing to share my recent experience and issue a serious warning about using Gotogate for travel bookings – they also operate under the name Flight Network UK Ltd, based in London. On February 25th, 2026, I had not received any emails or messages about the two flight tickets I’d purchased for my daughters, three days after booking. Concerned, I called Gotogate and spent 26 minutes on the line with a representative. I explained I hadn’t received the tickets and briefly asked if changing the travel date was an option. The representative told me this would cost an extra £420 on top of the original £1,649 I’d already paid. I immediately said no – I wanted to keep the booking exactly as it was and simply get the tickets I’d paid for. They put me on hold for three minutes, then came back saying I would now need to pay an extra £210 because I’d requested a date change – even though I had clearly declined to make any changes and only asked for information! When I insisted I had never asked to alter the date and just needed my original tickets, they refused to release them unless the £210 was paid. They even threatened that if I contacted solicitors or reported them, I’d be charged more than £210. I asked to speak to a manager and was told I'm speaking to the manager in person and he said his name was Mr Jack Desouza, but he still refused to help. Thankfully, my credit card bank took my query seriously and has credited all my money back. But I want to make sure no one else goes through this stress or loses their hard-earned cash. Please be careful – these practices feel like time-wasting scams. If you’ve already paid a travel agency like this and haven’t received your tickets, contact the airline directly immediately. You could otherwise miss your flight and lose your money. Never use Gotogate or Flight Network UK Ltd travel agents – there are plenty of reputable travel agencies and airline websites you can trust instead. Stay safe and informed when booking your travels,"I urge all travelers – please do NOT use Gotogate or Flight Network UK Ltd for any of your travel bookings. There is no reason to risk being subjected to unfair charges, poor service, or threats like I experienced."
Peter Colleen
I wouldn’t even give them one star
I wouldn’t even give them one star. They added hidden fees, provided poor customer service, and made the refund process unnecessarily difficult. I cancelled my trip within an hour after noticing they had charged over £300 for seat selections for me and my two children. I was told—by email—that my refund would be £2,900, but I only received £2,569. The discrepancy has still not been resolved. I wish I had read the reviews before booking. Please avoid this company at all costs. I found them through Skyscanner and have now reported them through multiple channels to recover the remaining amount.
Patricia Jacob
LEGAL NOTICE: REFUND WITHHELD FOR 16 DAYS - BOOKING UZCVCI
On 12 Feb 2026, Gotogate confirmed they received my £344.99 refund from the airline and promised it within 6 days. It is now 28 Feb and they are withholding my money. A Formal Letter Before Action has been issued. If the funds are not returned by 7 March, I will file a claim in the UK Small Claims Court for the principal + 8% interest + court fees. Escalate this to Finance immediately. BOOKING UZCVCI
Binta Ba
⚠️ WARNING TO ALL TRAVELLERS
⚠️ WARNING TO ALL TRAVELLERS - AVOID GOTOGATE AT ALL COSTS! ⚠️ Booking order number: 1119-847-675 | Overall Rating: 0/5 Stars What should’ve been a simple round-trip airfare booking/modification turned into a nightmare. E-ticket wasn’t processed, causing 45min check-in delay – airline staff said NO booking existed with Gotogate.Calls went unanswered, leading to me MISSING MY FLIGHT due to their incompetence and dishonesty scams. IMPORTANT NOTE: Booking reference 1119-847-675 is NOT associated with any actual airline flight or official customer record/e-ticket. There are countless reputable travel agents and airline websites out there – don’t put your plans or money at risk with Gotogate.110% scammers
Permanent Young
Booking 1111-888-651 – Unacceptable Customer Service
Booking 1111-888-651 – Unacceptable Customer ServiceGotogate is incapable of providing reliable customer service. Despite multiple follow-ups for an immediate correction of passenger names, nothing has been done. The error is on their side, and Etihad Airways confirms that only Gotogate can correct the names.If I do not receive a response by February 24, I will initiate formal proceedings with European consumer protection authorities and a dispute with my Visa card issuer for fraud.
Andre Rodrigues Ferreira
THE WORST platform to buy a flight…
THE WORST platform to buy a flight ticket. They would NEVER refund you even tho it's illegal. Support representative is rude, unhelpful and they always find excuses why they can't refund you! THE WORST EXPERIENCE EVER!
David Kocsis
i been informed that my flight been…canceled
i been informed that my flight been canceled by the airline.and after many communication they didnt give any other dates to re book the flights and they refuse to give me a refund of my flight ticket very poor Unprofessional company. Avoid Avoid Avoid
aaaammmmm
Cancelled our flight
Booked our flights to Thailand months in advanced then with few weeks of travel they cancel it. No option to rebook only refund but for me to get the same flight will cost almost double!
Anton M
Unsolicited advertising
Unsolicited advertising, which - according to their own customer service - can not be cancelled. Really unprofessional.
Kevin Williamson
Horrible site
Horrible site, far too many hidden fees for basic necessities everyone else offers for free- once you actually select all the things you need it ends up costing the same or more than booking from the airline themself- use it to find the airline with the cheapest flight then go direct to that airline to book
Ee Rush
Absolutely unacceptable service – felt like a scam
My experience with Gotogate has been one of the most stressful and frustrating situations I have ever gone through with a travel company.Due to Gotogate’s confirmed booking error, my Lufthansa ticket became unusable. As a result, I suffered multiple financial losses and severe distress. I formally requested:Full reimbursement of the unused Lufthansa ticketFull refund of all additional luggage fees paidReimbursement of the price difference for an emergency replacement ticket purchased at Stansted AirportCompensation for stress, inconvenience, and consequential losses caused by their mistakeFour months later, I am still waiting for my money. Nothing has been refunded.Despite repeated follow-ups, Gotogate has failed to take responsibility or resolve the issue. Their responses were slow, unhelpful, and felt deliberately designed to delay and avoid repayment. At this point, the experience felt like dealing with scammers, not a legitimate travel company.Because of their error, I went through an extremely stressful time, including last-minute panic at the airport, unexpected expenses, and weeks of anxiety trying to recover money that should never have been taken from me in the first place.I trusted Gotogate to manage my booking correctly. That trust was completely broken.If you value your money, time, and mental health, avoid Gotogate at all costs. I will be escalating this matter to UK ADR and relevant consumer protection authorities, and I strongly encourage others who have had similar experiences to do the same.This company must be held accountable.
Zahra
Saw a flight that looked reasonable
Saw a flight that looked reasonable. It was about £600 to London from Vietnam. Go through the process, get to the payment screen, all good. Click to pay and then a pop up says the flight is not available at that price and then changes it to £6500. Be careful. It's only one click away from being scammed.
The king
Worst customer service
If you want a worst customer service, contact Gotogate and they will charge you £13 for each query which they speak with airlines .. Finally at the end , they will say they can’t don’t anything.
Nivazzz
Avoid AVOID AVOID Absolute scam
I booked flights through Booking.com, who used Gotogate to issue the tickets (something I was not made aware of at the time). My booking reference was U35SHE (Booking number 40-647545857). I purchased two tickets (adult and child), with a flexible ticket option specifically to allow a refund if cancelled.On 7 August 2025, I cancelled the child’s ticket and received written confirmation from Gotogate/Booking.com that the refund request had been submitted to Saudia Airlines. I was told the refund would take 10–15 business days.It has now been over 2.5 months, and I have received nothing. Gotogate continues to claim they have not received funds from the airline. However, when I contacted Saudia Airlines directly, they confirmed the cancellation was processed in August 2025 and that refunds are issued to agents within a few days. To make matters worse, I recently purchased and cancelled a different ticket directly with Saudia Airlines and received a refund the next working day – proving the airline is not the problem. I purchased tickets from them many times before and never had an issue getting a refund.This leaves only one conclusion: Gotogate is withholding my money. Their customer service offers only generic, copy-paste responses, with no accountability or transparency. I have been forced to file complaints with the UK Financial Ombudsman Service and will escalate to the Internet Crime Complaint Center (IC3) if necessary.Gotogate’s handling of refunds is completely unacceptable and feels like deliberate obstruction. If you value your money, do not book through Gotogate. Pay slightly more and book directly with the airline or a reputable travel agent. Watch them reply to this with their generic reply saying we could not trace it because there is no reference (and I did provide reference no).
TA
They are keeping €40 of the €60 refund…
They are keeping €40 of the €60 refund for "a lot of admin" and contacting the airline. No the airline contacted you and the admin is 10 mins max.I booked an outward flight with them and return directly with airline. The airline refunded both and returned their part in full and money was in bank in 5 days.I knew it would take a few extra days because the other part has to come through these people. But 12 days later i have had to contact them twice and got 'do you want me to go ahead with refund" doh yes its already been refunded by airline! And btw we keep 40 for 'all the admin' Burying my father was hard enough without people like these. Book direct!
Carol Goodman
Do not book with this nightmare travel agent
We booked important and significant family holiday, 11 family members. Unfortunately, one of our daughters booked her family of 5 through GotoGate. We all arrived but her and her family still in London because GTG has not paid an airline for tickets booked last December for August this year. Warning - do not risk your travel booking through GTG. My daughter has been on the phone to GTG for 2 days whilst the rest of us who did not book through GTG have arrived at our destination. This has utterly spoilt a special family holiday planned over a long time. Shame on you GTG. Book through GTG at your own risk and prepare for legal battle with this company.
VeronicaCM
Overcharged for Child Ticket – Still No Refund After 11 Months
I booked a flight from London Heathrow to Hong Kong via Gotogate (through Booking.com) and was wrongly charged Air Passenger Duty (APD) for a child under 16 — which is clearly exempt under UK tax rules for economy flights.Despite providing all booking and receipt details and following up multiple times over the past 10 months, I’ve received no refund and only generic replies like “under investigation.” This is a simple case of overcharging, yet the company has failed to take responsibility or resolve it.Extremely poor customer service and a frustrating experience. I will be escalating to consumer protection bodies. Not recommended.
Alfred Yeung
GOTOGATE should not be partnered with Booking.com, they bring down the service.
This has been the worse company I have ever had the misfortune to deal with.I cancelled my flight over a year ago and they still refuse to process the government taxes that I am due back, they refuse to provide any accountability, they just say they are elcalating the issue. I booked through booking.com so I expect that they would sort this out.
Dave
Absolute joke!!
Absolute joke!!! Price went up at checkout by £300They take the booking without securing flights then try to fill them after taking your money.Customer service is terrible They could not complete my booking despite taking £2296.44p I still have not had a refund over 20 days later. Disgusting!!
Mr D T HALL
Not refund my ticket
Not refund my ticket
Customer
