What are Gotogate customer service hours?

Honestly, their official hours are a bit of a mystery since they operate globally, but your best bet for phone support is standard business hours, whatever that means for the call center you get routed to. Just don't try calling at 10 PM on a Saturday, you'll just be listening to hold music for an hour before it disconnects, which happened to me when I was trying to sort out a flight to Spain.

Is there a Gotogate live chat option?

They have a chatbot, not a live person. It's called Gabi. It's mostly useless for anything complicated and will just keep sending you links to the FAQ page, even if you type 'talk to a human' five times in a row. It's a loop.

What's the fastest way to reach Gotogate support?

If your flight is in the next 72 hours, call them. That's the only time they seem to prioritize phone calls. Anything else, and you're basically at the back of a very, very long line. Forget email for anything urgent.

Do I need my account number to contact Gotogate?

You need your booking reference number. It's on your confirmation email. They don't really use 'account numbers' like a subscription service.

Can I email Gotogate customer service?

You can't just email them directly from your Gmail. You have to use the contact form on their website, which then starts an email chain. Be prepared for the first reply to be a completely generic auto-response telling you to check the Help Center you just came from.

Is there a Gotogate mobile app for support?

There is an app, but it feels like it's just the mobile website in a container. I tried to manage my booking through it, and it kept logging me out every time I switched to another app to check my flight details. So, yes, but don't expect a smooth experience.

What information should I have ready when calling?

Have your booking reference, the email you used, and the last four digits of the credit card you paid with. Seriously, have it all written down or open in another window because they will ask for it, and you don't want to be fumbling around while you're already stressed.

Why is it so hard to get a refund from Gotogate?

Because you're dealing with two layers of bureaucracy, the airline's refund policy and then Gotogate's own terms and fees, which they often subtract from whatever the airline gives back. It's a mess. I saw one person on a forum say they waited six months just to get a partial refund minus a 'service fee' for a flight the airline itself cancelled.

How to Contact Gotogate Customer Service

Trying to get in touch with Gotogate can feel like a challenge, especially when you're dealing with common frustrations like sudden flight cancellations or chasing down a refund that seems to have vanished. Many travelers online share stories about these exact issues. Whether you need to change your booking, dispute a charge, or just ask a question, knowing the right way to contact them is key. It's almost as chaotic as trying to book a last-minute flight for a surprise trip to see the next big pop star on tour. This guide will walk you through the best channels, from their online forms to the phone number they reserve for urgent issues. You can also manage your trip directly on their official site: Visit Gotogate.

Last Edited on 12 Dec, 2025

Olivia Harper, Senior Content Manager

10 min read

Different Ways to Contact Gotogate

Getting a hold of a real person at Gotogate requires knowing which channel to use for your specific problem. They heavily guide users toward self-service options, so direct contact is often reserved for urgent matters.

Contact Method	Details & Availability	Best for...
Phone	Number provided for urgent travel (within 72 hours of departure)	Urgent flight changes, last-minute cancellations
Contact Form	Accessible via the 'My Bookings' portal on their website	Non-urgent questions, refund requests, general support
Chatbot	Available 24/7 on their website	Basic questions, finding FAQ articles
Social Media	Facebook, Twitter/X	Public complaints, getting a company response (sometimes)

Customer Support Channels

📞 Phone Support

Gotogate reserves its phone lines primarily for customers with imminent travel plans. If your departure is not within the next 72 hours, you will likely be directed back to the website.

Department	Phone Number	Hours (Timezone)
Urgent Support	Varies by country; provided in booking confirmation or after login	Typically 24/7 for urgent travel issues

📧 Email Support

Gotogate doesn't offer a direct, public email address. Instead, all email communication is initiated through their online contact form. Once you submit a request, the subsequent conversation happens via email.

Purpose	Email	Notes
General Inquiries	Via Online Contact Form	Response can take several days or even weeks based on user reports.
Existing Bookings	Via 'My Bookings' Portal	This is the required method for managing or inquiring about a trip.

💬 Live Chat or Website Bot

Gotogate uses a chatbot named 'Gabi' to handle initial customer queries.

Where to access: On the main page and Help Center of the Gotogate website.
Types of problems it handles: It can answer basic questions by pulling information from the FAQ. It can't handle complex booking changes or refund issues.
Escalation: The bot is designed to keep you within the self-service system. Escalating to a human agent through the bot is reportedly very difficult.

📱 In-App Support

Gotogate is part of the Etraveli Group, which has an app for managing bookings.

Platform: Available for iOS and Android under names like 'My Trips'.
Steps to contact: Support options within the app typically redirect you to the same contact forms and chatbot available on the website.

⏱️ Estimated Response Times from Gotogate

Patience is key when contacting Gotogate. Based on widespread customer feedback, response times can be slow, especially for non-urgent matters.

Method	Expected Wait Time
Phone	1-3+ hours (for urgent issues)
Email / Contact Form	5-15 business days, sometimes longer
Chatbot	Instant (but automated)
Social Media	1-3 business days for a public reply

🔍 Tips to Reach Support Faster from Gotogate

Wait until it's urgent: Your best chance of speaking to someone is by calling within 72 hours of your scheduled departure.
Use the 'My Bookings' portal first: Many issues, like adding baggage or checking in, can be resolved through their self-service tools without needing an agent.
Be persistent: If you send a message via the contact form, follow up if you don't hear back within their stated timeframe.
Have all your details ready: Don't waste time searching for information once you get someone on the line.

Before You Call: What to Have Ready

Don't waste your own time. Before you even think about contacting them, make sure you have your Booking reference number and the email you signed up with handy. Trust me, they will ask for it immediately. It's also a good idea to have the last 4 digits of your credit card used for the booking ready, just in case they need to verify your identity.

Where to Quickly Solve Problems with Gotogate

Here’s a breakdown of the most common issues and the best way to tackle them.

If Your Problem Is...	The Best Contact Method Is...	Pro Tip
Requesting a Refund	Online Contact Form via 'My Bookings'	This is a slow process. Document everything, including screenshots and confirmation numbers. The final refund amount may be subject to Gotogate's fees.
An Urgent Flight Change/Cancellation	Phone Support (only if departing within 72 hours)	This is your only real option for immediate help. Be prepared for a long wait on hold.
A Mistake in Your Booking (e.g., Name)	Online Contact Form	Contact them immediately, as name changes are time-sensitive and often incur fees from both the airline and Gotogate.
Adding Extras (Baggage, Seats)	'My Bookings' Self-Service Portal	This is almost always faster and easier than contacting an agent. Only contact support if the portal gives you an error.