Gotogate Failed to Pay Flight Delay Compensation for Two Passengers

I purchased connecting flight tickets through Gotogate for a trip to Seoul with China Southern Airlines for two passengers, and I also paid extra to add flight delay compensation insurance to my booking. Despite this, when we experienced a serious flight delay, we received neither the promised delay compensation nor reimbursement for the additional expenses we incurred.

On September 25, 2025, our first flight from Istanbul to China was scheduled to depart at 4:00 p.m., but it was delayed until 10:00 p.m. Because of this major delay, we missed our connecting flight from China to Seoul and were forced to take a flight the following day. As a result, we had to wait approximately 21 hours at the Chinese airport, and the scheduled departure times for both the initial and connecting flights were not honored. Because we arrived in Seoul one day late, we lost the hotel reservation we had made in advance and were forced to forfeit the entire cost of the hotel stay.

When I contacted Gotogate throughout the process, they directed me to another insurance/intermediary company called AirHelp. After waiting for months for a resolution, the latest response I received from AirHelp was that my claim had been rejected, and no payment was made. Both the additional insurance fee I paid when purchasing the tickets and the time and money I lost as a result of the delay have effectively been wasted.

As a customer who specifically purchased flight delay compensation insurance from Gotogate and was then directed to AirHelp, I request that the full delay compensation owed to both passengers be paid without further delay, and that the cost of our Seoul hotel reservation, which we lost because of the delay, also be reimbursed. I want this matter to be resolved as soon as possible and request a clear, transparent written explanation of the entire process.