| Information |
Why it helps |
| Gotogate order reference |
Identifies the agency booking |
| Booking email |
Needed for My Bookings lookup |
| Airline record locator |
Lets the airline locate the itinerary |
| Ticket number |
Needed for refunds, exchanges, and vouchers |
| Flight number and route |
Needed for schedule-change and cancellation questions |
| Departure date and time |
Determines urgency and policy windows |
| Payment date and amount |
Needed for charge or refund questions |
| Airline cancellation or schedule-change notice |
Shows whether the airline changed the trip |
| Voucher or open-ticket code |
Needed for credit questions |
| Travel insurance or add-on receipt |
Add-on products can have separate rules |
If the trip involves multiple airlines, save the record locator and ticket information for each carrier.
Cancellations, Refunds, and Service Fees
Gotogate's cancellation FAQ says that if you want to cancel your ticket, you should contact Gotogate as early as possible. In some cases, you may need to contact the airline directly to cancel the ticket first. Once the airline confirms cancellation, you can contact Gotogate to request a refund.
Gotogate also says it charges a fee for this service. Its travel conditions state that when an airline cancels the flight, Gotogate will not charge a fee for the cancellation refund request, but other cancellation or change help can involve Gotogate fees and airline rules.
If you cannot reach Gotogate before departure, Gotogate says to contact the airline directly. If more than one airline is assigned to the booking, contact each airline directly to proceed with cancellation.
Airline Schedule Changes, Vouchers, and Open Tickets
Gotogate's schedule-change FAQ says an airline may offer an alternative flight after a schedule change. If the alternative does not work, Gotogate may help find a new option, but it may charge a fee for that service.
A full refund of affected flights may be possible depending on the schedule change and airline policy. Gotogate says it can request the refund from the airline on your behalf, and you can also contact the airline directly to request a refund.
Some airlines offer refunds as open tickets or vouchers instead of cash. Certain add-on products may be non-refundable or non-transferable, so review Gotogate's travel conditions and the airline's rules before assuming the entire booking will be refunded.
For flights to, from, or within the United States, U.S. Department of Transportation refund rules may apply when the airline cancels or significantly changes a flight and the traveler does not accept the alternative. Keep the airline notice and payment record.
Payment, Check-In, and Self-Transfer Issues
For payment questions, use My Bookings and provide the order reference, charge date, amount, card last four digits, and whether the charge appears from Gotogate, Etraveli, the airline, or another processor.
For check-in and baggage, check the airline's own app or website as well as Gotogate. Some airline services can only be completed directly with the airline.
If your itinerary is a self-transfer, check every segment independently. A delay or cancellation on one airline may not automatically protect the next separate ticket.
Use this script:
"I need help with a Gotogate booking. My Gotogate order reference is [number], the booking email is [email], the airline record locator is [code], and the ticket number is [number]. The issue is [change, cancellation, refund, schedule change, voucher, payment, check-in, baggage, or self-transfer]. The flight is [route/date/flight number], and the outcome I am requesting is [refund, cancellation confirmation, alternative flight, voucher status, or written explanation]. Please confirm the airline rule, any Gotogate fee, and the next step in writing."
Helpful questions:
- "Does the airline require me to contact them directly first?"
- "Is this refund cash, open ticket, or travel voucher?"
- "Will Gotogate charge a service fee for this request?"
- "Does the airline's schedule change make a full refund possible?"
- "Which add-on products are non-refundable?"
- "What is the ticket number and airline record locator?"
- "Can you send written confirmation of the cancellation or refund request?"
