Gotogate Failed to Complete My Paid Online Check-In

On September 18, 2026, I purchased a ticket through the Gotogate app for the 8:15 PM Izmir–Athens flight. On the day of the flight, at around 11:00 AM, I attempted to complete online check-in for three passengers through the same app, and I was charged a total of $22 on my credit card for this service.

However, at 1:53 PM, I received an email from Gotogate stating that the automatic check-in process could not be completed. In other words, I did not receive the service I paid for, yet the amount I paid remained charged to my card. When I contacted customer service afterward, I received an extremely dismissive response stating, “There is nothing we can do, and the fee cannot be refunded,” without any meaningful solution being offered.

I paid for a service that was never provided, and despite this, the fee has not been refunded. I request a full refund of the $22 charged for check-in under order number 1120-976-801. I also request that the company's procedures be reviewed to prevent similar issues from affecting other customers.