Gotogate Denies Refund and Change for Flexible Flight Tickets

On March 17, 2026, we purchased two flexible flight tickets through Gotogate for a trip from Istanbul to Tajikistan with Somon Air, paying a total of €840. Before the flight, we attempted to complete online check-in, but the system did not allow check-in at any point up until the flight time.

When the airport counter opened, staff informed us that Tajikistan had introduced a visa requirement for Turkish citizens and that we would not be allowed to board the flight. Since we were unaware of this visa requirement, we were unable to travel. If online check-in had been available a day earlier, we could have learned about this visa requirement sooner and taken the necessary steps without facing this issue.

Afterward, we contacted Somon Air’s call center, and they informed us that ticket changes were possible with a €57 fee per person. However, since we purchased the tickets through Gotogate, they said the change had to be handled by the intermediary. When we contacted Gotogate, we were told that our tickets were completely non-refundable and could not be changed under any circumstances.

Although Somon Air confirmed that changes were possible with a reasonable fee, Gotogate refused to process the change, leaving us in a difficult situation. It is not fair that our flexible tickets became unusable due to the intermediary’s refusal, resulting in a total loss.

I request that Somon Air and Gotogate allow our tickets to be rescheduled to a later date with a reasonable fee, as confirmed by the airline, or provide a refund if possible. I believe this issue arose due to a lack of pre-flight information and a lack of coordination between the airline and the intermediary, and I ask for this matter to be resolved as soon as possible.