Gotogate Cancels Flight and Fails to Issue Full Refund

I purchased round-trip tickets through Gotogate for a total of nine passengers traveling between Istanbul and Tokyo with China Southern Airlines, at a total cost of approximately $5,465. About one month before our flight, on November 21, 2025, I received an email informing me that the flight had been canceled and that they could not rebook our tickets, so we would have to cancel the booking.

Later, on December 31, 2025, the amount stated as my refund was credited to my account. However, despite having paid a total of $5,465, I found that only $5,176 had been refunded. This means I am still missing $289 from my refund.

When I called Gotogate customer service about this issue, I explained that Gotogate had canceled the tickets themselves and that we had already been put at a disadvantage because of the cancellation. When I asked why the refund was short, they acknowledged that I was right and apologized, but simply stated that this was how their cancellation policy worked. I do not accept receiving an incomplete refund after Gotogate canceled the tickets themselves and we were already inconvenienced by this process.

I demand a full refund of the amount I originally paid and the immediate payment of the remaining $289 that is still owed to me.