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Flights Booked using Skyscanner via "Gotogate"

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Hi All,
I am planning on travelling to Malta on 10th September and returning 15th September 2020 for a music festival. Flights are difficult to come by so I went on skyscanner and found some flights which I had to fly from Manchester to Germany then Germany to Malta, then on the way back direct from Malta to Manchester. I was redirected to Gotogate website, from which I purchased the flights. Since purchasing on Tuesday I have received 4 emails off them the first saying they were handling my booking, the second and third were booking tickets and information for the two departure flights and the fourth was an email saying "your payment couldn't be processed". All emails contained very little information. I have not even received a confirmation / receipt email for my purchase. I have tried to contact them via there website but had no luck, tried ringing too but the also can't get through. I have checked the departure flight bookings on the original Airline's website and these seem to be booked. However, I have received no information relating to return flights and have also received an email saying my payment couldn't be processed? At the moment I do not know where I stand, hopefully someone can give me some advice?

Thankful for any advice.

Jordan

Replies

  • Voyager2002Voyager2002 Forumite
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    The best advice is to avoid Gotogate. If they were unable to process your payment then thank your lucky stars.

    I suggest that you log on to the bank account or card that you used to attempt to pay for these flights and see if the payment has been taken.

    In future, book directly with the airlines or at the very least read some reviews of your chosen travel agent before making a booking.
  • jordan12291257jordan12291257 Forumite
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    The best advice is to avoid Gotogate. If they were unable to process your payment then thank your lucky stars.

    I suggest that you log on to the bank account or card that you used to attempt to pay for these flights and see if the payment has been taken.

    In future, book directly with the airlines or at the very least read some reviews of your chosen travel agent before making a booking.
    Sorry not enough information by me, the money is "pending" in my bank account. However, I seem to have still received tickets for my departure flights?
  • edited 10 July at 7:08AM
    Caz3121Caz3121 Forumite
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    edited 10 July at 7:08AM
    Gotogate, as with many third parties don't have live pricing.
    They pay to advertise on skyscanner and you made a "booking request" asking if they can see if it is possible to purchase the advertised flights at the advertised price. They will have confirmed receipt of your request and placed a hold on the funds.
    When they go to process your request (usually within 48 hours) they will see the real prices and often contact the passenger to ask for more money saying that the "fare had sold out", "payment failed and the flight has now gone up" etc 
    You then have to be careful that you don't mention "cancel" (they charge fees to cancel) - make sure that they know you do not wish to proceed and wait for the hold to drop from card / involve card company.
    When you say flights are difficult to come by, did you check on the actual airline website. If the airline are not selling the flights that GotoGate are not going to be able to purchase them. If the airline is selling them and the price is higher than GotoGate advertise then that will be the reason they are unable to complete your request.
    You can read more about GotoGate here https://www.tripadvisor.co.uk/ShowTopic-g1-i10702-k7753309-GOTOGATE_anyone_had_a_GOOD_experience-Air_Travel.html
    If still looking to travel then have a look at the airline website, given that there is a likelihood that your festival could be cancelled you would be best to ensure that you are purchasing tickets with clear rules on refunds and not be incurring third party "service" fees
    worth a read here too on still scheduled festivals
    https://www.standard.co.uk/go/london/music/europe-music-festivals-this-summer-still-happening-coronavirus-uk-a4492116.html
    "As we know, the Covid-19 situation is fluid and subject to change at little notice. It means that there’s absolutely no guarantee that these festivals will ultimately go ahead — the risk of a second wave could yet scupper their plans if the respective governments enforce new lockdown measures. Be sure to thoroughly check all terms and conditions before buying tickets, to be sure you can get a refund if the event does get postponed or cancelled."

    edit: you mentioned you have reserved tickets. Can you see a ticket number? long number starting with 3 numbers (that link to the airline) and then another 10(?) numbers.
    This is different to having a reservation showing in the airline system - which would auto-cancel if ticket not issued (involves paying in full) within certain timescale (24/48 hours)
  • WestinWestin Forumite
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    Great reply Caz3121.

    GotoGate is also an online agent based overseas (in Sweden) which will only add further complexity and frustration as you try to deal with and unravel the problem.

    I do hope you get this sorted but also hope you can see how chasing the cheapest price from an unknown and overseas based online seller can come with pit falls. Ask yourself if the saving is worth it.
  • jordan12291257jordan12291257 Forumite
    18 posts
    10 Posts
    Caz3121 said:
    Gotogate, as with many third parties don't have live pricing.
    They pay to advertise on skyscanner and you made a "booking request" asking if they can see if it is possible to purchase the advertised flights at the advertised price. They will have confirmed receipt of your request and placed a hold on the funds.
    When they go to process your request (usually within 48 hours) they will see the real prices and often contact the passenger to ask for more money saying that the "fare had sold out", "payment failed and the flight has now gone up" etc 
    You then have to be careful that you don't mention "cancel" (they charge fees to cancel) - make sure that they know you do not wish to proceed and wait for the hold to drop from card / involve card company.
    When you say flights are difficult to come by, did you check on the actual airline website. If the airline are not selling the flights that GotoGate are not going to be able to purchase them. If the airline is selling them and the price is higher than GotoGate advertise then that will be the reason they are unable to complete your request.
    You can read more about GotoGate here https://www.tripadvisor.co.uk/ShowTopic-g1-i10702-k7753309-GOTOGATE_anyone_had_a_GOOD_experience-Air_Travel.html
    If still looking to travel then have a look at the airline website, given that there is a likelihood that your festival could be cancelled you would be best to ensure that you are purchasing tickets with clear rules on refunds and not be incurring third party "service" fees
    worth a read here too on still scheduled festivals
    https://www.standard.co.uk/go/london/music/europe-music-festivals-this-summer-still-happening-coronavirus-uk-a4492116.html
    "As we know, the Covid-19 situation is fluid and subject to change at little notice. It means that there’s absolutely no guarantee that these festivals will ultimately go ahead — the risk of a second wave could yet scupper their plans if the respective governments enforce new lockdown measures. Be sure to thoroughly check all terms and conditions before buying tickets, to be sure you can get a refund if the event does get postponed or cancelled."

    edit: you mentioned you have reserved tickets. Can you see a ticket number? long number starting with 3 numbers (that link to the airline) and then another 10(?) numbers.
    This is different to having a reservation showing in the airline system - which would auto-cancel if ticket not issued (involves paying in full) within certain timescale (24/48 hours)

    Hi Caz,

    I will be taking on board your comments and next time I will be going direct to the airline and pay that little extra to save all the problems and confusion. As for the ticket situation I’ll ask my friend to send me the T&C’s so I can have a read as he friend bought ours together. Regarding my departing flights I have been on the Airline’s website and used the booking number it seems they are booked, I have also received emails from the airline company asking if I want car hire when I arrive etc so it seems they are sorted. After reading what you said I think maybe when GoToGate have tried to book the return flights the price has increased that is why “the payment could not be processed”. It has been 72 hours since the booking and I still haven’t received any updates from GotoGate, what should I do now?

     Thanks


  • jordan12291257jordan12291257 Forumite
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    Update 
    Yesterday I received a full refund from GotoGate, however when I go onto the Ryanair website it still shows my departing flights as booked, and is going to let me check in on the 8th September? I am not sure what to do, should I book other flights in case they get cancelled or chance it and wait?

    Cheers
  • WestinWestin Forumite
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    So have you received a full refund for those three flights booked? If so, why would you be needing to check the airline reservation and be concerned about checkin? What are you considering ‘chance it’?
  • jordan12291257jordan12291257 Forumite
    18 posts
    10 Posts
    I have had a full refund for the booking, however the departing flights are still booked and they haven't been cancelled? I was thinking Gotogate may have made a mistake and forgot to cancel the booking for the departure flights? 
  • NgoziNgozi Forumite
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    Might take a while for the system to update?
    Flights look weird as you can do direct from Manchester, a bit pricey or just travel to London and fly from there, bit of a pain bit surely better than connecting flights.
    Look at flying on 9th too, bit cheaper, getting a price hike for the festival by the looks of it.
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