Gotogate Refund Voucher Balance Lost Due to Hidden One-Time Use Rule

I purchased an additional “refundable ticket” service for a flight ticket I bought through Gotogate. During the purchase process and in the emails sent to me, it was clearly stated that 90% of the ticket price would be refunded in case of cancellation. Due to my visa process, I canceled my ticket (reservation number 1112-...) on January 28, 2026, and on the same day, I was issued a refund voucher worth $288 (Voucher No: mtb…).

Later, I used this voucher to purchase a new ticket on February 13, 2026, for $203. After the transaction, when I tried to use the remaining balance of $85 from the voucher, I was informed that the voucher was no longer valid. When I contacted customer service, I was told that the voucher was for one-time use only, that this information was stated in the “terms of use” on their website, and that I could have been informed if I had called before using the voucher.

However, this critical limitation—that the voucher is single-use—was not clearly or prominently disclosed during the purchase process, was not explicitly stated alongside the “90% refund” claim, and was not separately communicated in the voucher email. A condition that directly affects the consumer’s economic decision cannot be considered transparent if it is only buried within general terms and conditions. Under consumer protection laws, such important limitations must be clearly, understandably, and visibly presented before purchase.

For these reasons, I request that the unused voucher balance of $85 be refunded to me or that a new voucher of the same amount be issued, which can be used across multiple transactions.