On August 18 I booked a flight from Tel Aviv to Eilat with Arkia airlines through Gotogate (booking number NATC52). As I arrived to the check-in counter in the airport, I was that there is no reservation under my name (i.e. I do not have a ticket). I immediately called Gotogate’s customer service, and was told that is seems as if my reservation was confirmed by the airline and that there should not be any problem. This was obviously not true, so I had to argue and the representative told me he was “checking with his team” and then left me waiting on hold for more than 20 minutes. Finally, he suggested me to buy a new ticket in order to not miss the flight (which is what I did), and said again that he should “check with his team” whether or not I should get a refund and that they will contact me.
A week has passed and nothing has happened. When I tried to find an email to complain to in Gotogate’s website, I was shocked to discover that the only way presented there to complain is by sending a handfilled(!) form to a post(!) address in Sweden(!) or to call them (which means an expensive international call in addition to a big waste of time waiting on hold as I already experienced).
I was then told that the relevant team is checking the case and later informed, on August 29, that the airline agreed for a refund and that it will be proceeded within 2-4 weeks (which is, by any standard, a ridiculously long period of time to give me back only 60 dollars).
On September 27, after complaining to them again, I was surprisingly informed that “We have raised a refund application to the airline that issued your tickets and awaiting response from them” (but according to the email from August 29 the airline has already agreed for the refund).
Although this seems like a long text, it is actually just a summary of my “adventures” with their customer service, they even asked me to contact the airline myself(!!!!) in order to get a proof I did not appear on the passengers list for the flight, and I did so (the airline’s representative told me herself that this is an odd request to ask from a customer).
Today is October 15, and I have not gotten back my money yet. It is not the case that I payed for something and got something a little different in return. It is also not the case I payed for something and just got bad customer service. The case is that I payed for something and got absloultly n-o-t-h-i-n-g in return, my money was actually stolen. From my experience, I feel that Gotogate is a website that is meant to scam people and hope they will forget about the money if enough time has passed. Their responses contradict one another and sound as if they are made up in order to make the customer feel someone is handling his problem.