GoToGate review: Customer service

I have never in my life experienced such poor customer service.

I booked flights through Go to Gate in partnership with booking. com for an upcoming holiday and have had to contact them multiple times since to request changes which has been a complete nightmare.

Firstly, I wanted to change our flight home by 1 day. Our original return flights cost £280 (for 2 passengers) yet I was quoted in excess of £1,500 just to change the return flight. Not only this, but every time I called to try and speak with someone I was given a different answer. I could see online that there were economy seats available on the flight that I wanted to change to so I have no idea how they were looking to charge £1,500. I must have called 15 times and the level of customer service given on the phone is absolutely ridiculous. The teams on the phone have no idea what they are doing. Multiple times my call was cut short and not once did I receive a call back, I then had to start the whole process again.

Eventually I gave up with the change as I had wasted so much time already and was clearly getting nowhere so I kept my original flights.

I then needed to add 1 suitcase to our booking, again this took more than 15 phone calls which is a complete joke and a waste of everyones time. My sister also tried to call and was quoted £1,876 to add 1 suitcase to our booking. Clearly we knew this was incorrect but again due to the completely unsatisfactory level of service given on the phone this was supposedly all that the company were able to offer. After various other phone calls and emails I then added a bag (yesterday) at a price of £105.

Never in my life have I experienced customer service so awful, I genuinely have no idea how this company are still allowed to operate. I must have had over 30 phone calls with this company and various emails too just to try and get a price for a flight change and the addition of a suitcase to our booking.

I would never ever use this company again.