GoToGate Deducted Extra Fees from My Refund
On October 10, I purchased plane tickets through GoToGate with China Eastern Airlines for five people, totaling $3,190. On the morning of October 11, I realized I had booked the wrong tickets and submitted a cancellation request within 24 hours. Because the change fee was extremely high, I chose to proceed with a refund instead.
During the refund process, I was informed that only a service fee per person would be deducted. However, I received a refund of just $1,890, meaning approximately $1,040 in additional charges were withheld. When I contacted customer service, they told me that a penalty fee had been applied in addition to the service charge — something that had never been clearly stated during the refund process.
Due to the lack of transparency and the size of this deduction, I feel unfairly treated. I request that the excess amount withheld be refunded to me. My reservation number is 1095275667.
