I booked a flight to Rome through GoToGate, and the system clearly stated that I had a total of 60 kg of checked baggage allowance—20 kg per passenger for three people. I even contacted GoToGate multiple times to confirm this information, and they reassured me each time that the baggage was included.
However, on the day of the flight, Turkish Airlines staff informed me at the airport that my ticket included no baggage allowance at all. Despite showing my invoice, they refused to accept my luggage unless I paid extra. I had no choice but to purchase additional baggage on the spot.
I immediately reported the issue to GoToGate. They admitted it was a technical error and promised a refund. I was told that a ₺9,044 refund was being processed and would be credited to my account. Weeks have passed, and I have still not received a single cent.
Worse yet, I experienced the same issue on my return flight, forcing me to pay an additional €252 for baggage. I submitted all receipts and detailed documentation for both incidents and requested a full refund, but since then, I’ve only received generic delay messages like “your request is being reviewed” or “we’re experiencing high volumes.”
The customer service is completely ineffective and seems focused only on stalling rather than resolving the issue. If my refund is processed, I will update this post. Otherwise, I will proceed with legal action through my attorney.
I strongly urge GoToGate to stop delaying and immediately issue the full refund for both flights. This level of service is unacceptable.
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