Gotogate

Complaints

I am being shunted backwards and forwards between Air France snd GoToGate. It involves a name correction. Air France says it can be done but GoToGate has to do it, and GoToGate says that Air France has to do it. Here are the details: This complaint relates to a problem with a booking to fly with Air France from Edinburgh UK to Paris France on 9 April 2024. I booked the flight for my wife and myself through Booking.com whom I have used for many years. To my horror I discovered that they had placed my middle name where my last name should have been. I contacted booking.com as well as Air France on their chat lines, and each referred me back to the other. Eventually I managed to get Booking.com via their subsidiary GoToGate to ask Air France for a name correction. They requested a copy of my passport which I provided. GoToGate messaged me to state that Air France would not allow the change. I subsequently got hold of an Air France agent who told me that the change was possible and he left a note on my reservation for booking.com to deal with. I subsequently spoke to a GoToGate agent who told me that Air France had denied my request to make a correction and refused to contact them again. I have paid for a ticket that is now useless and if the name correction does not take place then in my opinion this amounts to fraud. I do not believe that booking.com cannot get Air France to act on this issue which is ethically reprehensible. My booking reference is LKTQMO. My full name is Cyril Jeffrey Shilansky. The ticket issued to me has me down as Cyril Jeffrey. Jeffrey is my middle name, and the reservation needs to be changed to Cyril Shilansky (or Cyril Jeffrey Shilansky) to match my passport. Here is an email I sent yo GoToGate: Hi, Please find attached an email from Air France stating that my name can be corrected on my ticket. Yesterday at your request I sent a copy of my passport as proof of my correct name which is Cyril Jeffrey Shilansky. My last name is Shilansky, not Jeffrey. The ticket issued to me has my last name as Jeffrey. I was contacted by GoToGate to say the airline would not allow a name correction. That is wrong! I am not asking for a name change, just that you rectify Booking.com’s mistake. I have been told by two different Air France staff that a name correction can be done and my travel agent has to do it. The second Air France staff member sent me the letter below. Please attend to this as soon as possible as I have already had enough aggravation. Cyril Shilansky Tel: +61412250450 Dear Mr. Cyril, Greetings from Air France! As for the name correction please coordinate with you travel agency as we unable to take over the ticket. Again it is possible to correct your name in the ticket but please call your travel agency. Thank you. Yours sincerely, Chel Air France Sales & Service Center

Go To gate booked incorrect flights for my daughter, they then went on to book a different flight for my son, husbands and i on a totally different time to what i paid for. I booked a 11:55am flight and some how i logged into vietair and the the time was now 9pm? my daughter thrown onto a 11:40am flight by herself. These were booked in May i am still waiting for someone to call me or email me back to fix it and i leave in two weeks time! what a joke, i am told we have escalated it. Vietair wont help directly because i booked through booking.com who is a third party with go to gate.

I had booked my minor son's ticket from mumbai to Dubai,which was on 3rd July 2024 ,order number 1013-703-223 the name of passenger is malekulashtar jamali,go to gate is not refunding me the eligible amount after deductions even after airline have refunded them the front line customer representatives on toll free number are giving only one answer that they have escalated the issue and are giving the worst responses I only want my refund as soon as possible asking for refund have made my life hell and I have to keep on asking for my refund