Gotogate keeping an admin fee from covid cancellations

Butts

catterlen said:

Yes I’ve seen the Ts&Cs from Gotogate - it should be £30 for the one booking, as they’ve charged 3x this, and the weird number they’ve come back with is no multiple of £55 for the per customer. We were offered a full refund bar the £30 charge, as a one off, and I’m just sick of chasing them, as Logan air (who I initiated the refund with myself after 9 months and 2 failed chargeback attempts) confirmed that I hadn’t made any additional requests for seats, luggage etc, so was entitled to the full refund as far as they were concerned. Therefore I was expecting £450, not £390. 

This is what gotogate informed me on phone call and via email in January. 

So the rest of the admin fee is not applicable I don’t believe.

What went wrong with your chargeback attempts if you don't mind my asking ?

I had flights from Birmingham to Inverness booked direct with Loganair last October and they refunded pretty speedily. Luckily for me they had changed the date of the flight which enabled this.

catterlen

@Butts
yes no problem - I initiated the chargeback and G2G told the investigator they had started the refund process - which basically meant I got Logan air to issue a refund and G2G held on to the money for another 4 months... so Halifax closed the investigation. When I reopened it and said I hadn’t received the refund and the company were non-responsive, G2G again told them they’d initiated the refund and it would be processed ASAP, and the CC company said I wouldn’t be eligible to try again.

I know I needed to wait a while due to covid, I wish I’d initiated the chargeback within the  120 days rather than just taking the automated emails and updates that it was “in progress” as correct. They did process for me and attempt it under “services not received” I think, but the second time of being assured it was in progress meant they gave up and it was definitely out of the 120 days....

Well, nearly there now I guess! Just need to understand the extra £50 charges!

Butts

catterlen said:

@Butts
yes no problem - I initiated the chargeback and G2G told the investigator they had started the refund process - which basically meant I got Logan air to issue a refund and G2G held on to the money for another 4 months... so Halifax closed the investigation. When I reopened it and said I hadn’t received the refund and the company were non-responsive, G2G again told them they’d initiated the refund and it would be processed ASAP, and the CC company said I wouldn’t be eligible to try again.

I know I needed to wait a while due to covid, I wish I’d initiated the chargeback within the  120 days rather than just taking the automated emails and updates that it was “in progress” as correct. They did process for me and attempt it under “services not received” I think, but the second time of being assured it was in progress meant they gave up and it was definitely out of the 120 days....

Well, nearly there now I guess! Just need to understand the extra £50 charges!

Sad state of affairs they stitched you up like a kipper, at least you got something back.

Why didn't you book directly with Loganair - was it cheaper on GTG ?

catterlen

@Butts
yes it was quite a bit cheaper with gotogate. But I think, although covid will hopefully not be repeated, I’ll book direct with airlines in future. BA and SAS both refunded me within 2 weeks of the covid cancellations, and booking through a third party has proved incredibly difficult in the long run. I don’t think I’m the only one sadly. Lessons learned I guess.

inknow all companies especially travel are suffering, but it has really frustrated me how each time I rang for an update I got cut off, or put on hold and cut off, or told “it’ll be there within 5 days” then “we can’t say that we don’t know”.... to “my supervisor is asleep I can’t wake him”, “I don’t have a supervisor”, and being impossible to put me in touch with anyone else. All of which you may be able to live with, if I hadn’t have been in touch with Logan air and got my own refund processed within 24 hours.

Thrugelmir

catterlen said:

@Butts
yes it was quite a bit cheaper with gotogate. But I think, although covid will hopefully not be repeated, I’ll book direct with airlines in future. BA and SAS both refunded me within 2 weeks of the covid cancellations, and booking through a third party has proved incredibly difficult in the long run. I don’t think I’m the only one sadly. Lessons learned I guess.

inknow all companies especially travel are suffering, but it has really frustrated me how each time I rang for an update I got cut off, or put on hold and cut off, or told “it’ll be there within 5 days” then “we can’t say that we don’t know”.... to “my supervisor is asleep I can’t wake him”, “I don’t have a supervisor”, and being impossible to put me in touch with anyone else. All of which you may be able to live with, if I hadn’t have been in touch with Logan air and got my own refund processed within 24 hours.

Probably run on a minimal staff team. Not geared up for global pandemics and the resulting admin. Not that recruitment and training has been possible either. 

Butts

Thrugelmir said:

catterlen said:

@Butts
yes it was quite a bit cheaper with gotogate. But I think, although covid will hopefully not be repeated, I’ll book direct with airlines in future. BA and SAS both refunded me within 2 weeks of the covid cancellations, and booking through a third party has proved incredibly difficult in the long run. I don’t think I’m the only one sadly. Lessons learned I guess.

inknow all companies especially travel are suffering, but it has really frustrated me how each time I rang for an update I got cut off, or put on hold and cut off, or told “it’ll be there within 5 days” then “we can’t say that we don’t know”.... to “my supervisor is asleep I can’t wake him”, “I don’t have a supervisor”, and being impossible to put me in touch with anyone else. All of which you may be able to live with, if I hadn’t have been in touch with Logan air and got my own refund processed within 24 hours.

Probably run on a minimal staff team. Not geared up for global pandemics and the resulting admin. Not that recruitment and training has been possible either. 

Are they(Go to Gate) not based in Sweden ?

From what I can gather there was a minimal lockdown compared to the UK in Sweden.

Thrugelmir

Butts said:

Thrugelmir said:

catterlen said:

@Butts
yes it was quite a bit cheaper with gotogate. But I think, although covid will hopefully not be repeated, I’ll book direct with airlines in future. BA and SAS both refunded me within 2 weeks of the covid cancellations, and booking through a third party has proved incredibly difficult in the long run. I don’t think I’m the only one sadly. Lessons learned I guess.

inknow all companies especially travel are suffering, but it has really frustrated me how each time I rang for an update I got cut off, or put on hold and cut off, or told “it’ll be there within 5 days” then “we can’t say that we don’t know”.... to “my supervisor is asleep I can’t wake him”, “I don’t have a supervisor”, and being impossible to put me in touch with anyone else. All of which you may be able to live with, if I hadn’t have been in touch with Logan air and got my own refund processed within 24 hours.

Probably run on a minimal staff team. Not geared up for global pandemics and the resulting admin. Not that recruitment and training has been possible either. 

Are they(Go to Gate) not based in Sweden ?

From what I can gather there was a minimal lockdown compared to the UK in Sweden.

People will still have been been off work sick. Given the cost even less reason to recruit more staff for no benefit.  Alexa doesn't have all the answers.