Gotogate Charges Customer Twice for China Southern Airlines Flight

On February 15, 2026, I purchased a ticket through Gotogate for a March 23, 2026, flight from Istanbul to Tokyo with China Southern Airlines. Due to a system error during the payment process, I was charged twice in a row. I was supposed to pay a total of approximately $1,340, but $2,681 was charged to my account.

Following this issue, I contacted customer service approximately 20 times by phone and sent numerous emails. During these interactions, I was repeatedly told that a total refund of approximately $1,258 would be issued after a $36 deduction per transaction. However, as of today, only $804 has been credited to my account, and I am still waiting for the remaining $535 to be refunded. My reservation number is 1111 528 331.

I have suffered significant financial hardship due to both the duplicate charge and the incomplete refund despite the information and assurances I received throughout the process. I demand that the excess amount charged be refunded to me in full, without any deductions, and that this issue be resolved as quickly as possible. Unfortunately, this experience has seriously damaged our trust in China Southern Airlines.