November 2, 2021
Re: Complaint against Gotogate, Inc. 4300 Biscayne Blvd. Suite 203, Miami, Florida 33137. USA: Refund for the order L938FJ
Cc:
[email protected]
Dear Sir / Madam:
I want to report a bad business practice and ask for help from your office in recovering my money for cancelled flights from Gotogate, Inc travel agency with a US office located in Miami, FL. In May 2021 I booked European multi-city flights for my summer vacation using a Gotogate website. I paid $501.18 to Gotogate for this reservation. On June 14, 2021 – two weeks before the first flight - the second leg of my trip was cancelled and neither the airline company nor the Gotogate wanted to help me with the rebooking. Consequently, I had to cancel my entire three-leg flight. I have been in communication with the airline company (who directed me to resolve this issue with Gotogate) and Gotogate since mid June and I have not been able to get any refund even the airline company transferred EUR124 to Gotogate for one cancelled flight back in June. My last email to the Gotogate customer service from 10/19/2021 is attached and it includes all the details of my ordeal of my failed trip and, as usual, I got a standard answer that my request was forwarded to the Gotogate Refund Team and no other information could be provided. The same answer I have been getting for the past 5 months for all my previous emails and phone calls to Gotogate.
The electronic copies of my reservations and all previous emails with Gotogate and the airline company are available upon request.
Thanks in advance,
Dr. Michael Rabinovich
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Gotogate, Inc. 10/19/2021
4300 Biscayne Blvd. Suite 203, Miami, Florida 33137. USA
[email protected]
[email protected]
Re: Refund for the order L938FJ
Dear Sir / Madam:
On May 21, 2021 I bought airplane tickets for me and my wife for our trip in Europe using Gotogate website. My trip – order L938FJ - consisted of three flights with two different companies:
Palermo, Italy – Rome, Italy on July 1,2021 at 10:20 am by Alitalia, flight AZ1782 – booking GAAIGE
Rome, Italy – Dubrovnik, Croatia on July 1 at 1:45 pm by Vueling, flight VY6736 – booking XGHDPG
Dubrovnik, Croatia - Rome, Italy on July 8 at 3:45 pm by Vueling, flight VY6737 – booking VYRDTI.
I paid to Gotogate $501.18 for this reservation.
On June 14 I got email from Vueling informing that my flight XGHDPG Rome – Dubrovnik was cancelled and they suggested me to take a very early flight Rome – Barcelona – Dubrovnik. On the same day I replied to Vueling that we cannot take this early flight from Rome to Barcelona to Dubrovnik because at that time we would be still in Palermo. Instead, I suggested to Vueling to give us an alternative flight from Palermo to Barcelona to Dubrovnik (they did have an early morning flight from Palermo to Barcelona) but they refused to do that and suggested me to cancel my flight. On June 17 I sent email to Gotogate trying to get their help. I also called them several times during June 16-19 but they were not available. I had no choice but to cancel my flight Rome – Dubrovnik as well as all other legs of my trip.
On June 20 I got email from Vueling informing me that the refund for the booking XGHDPG in the amount of EUR 123.98 was issued through Gotogate. Withing the next month I exchanged several emails with Vueling requesting to issue the refund for the return Vueling flight Dubrovnik – Rome since I couldn’t make it to Dubrovnik but they refused to do so and suggested to resolve this issue through Gotogate.
On July 5 I got an email from Gotogate “Major schedule change XGHDPG [eTrackNr:50340909]” where they informed me that I could get a full refund for all the legs of my trip. I obviously gladly agreed. Since then, I have not heard from Gotogate and I got no refund – not even EUR 123.98 that were refunded to Gotogate by Vueling at the end of June. I called several times to Gotogate – the last two times were on 9/28/21 and 10/19/2021 – and each time the only information I was able to extract from the Gotogate agents was that my request was elevated to the refund team and they would contact me. Obviously, nobody has contacted me.
I request that somebody from Gotogate customer service contact me ASAP and explain why no refund has been issued to me. If I won’t hear from Gotogate within the next 7 days I will send the copy of this complaint to BBB, FTC and Florida Attorney General.
Regards,
Dr. Michael Rabinovich
