Breaking News

Eight months, still no GotoGate refund

Dear Journey TROUBLESHOOTER: I procured two airline tickets from GotoGate for my spouse and son in late 2020. The tickets had been for a a person-way journey with SriLankan Airways from Guangzhou, China, to Kigali, Rwanda. Regrettably, the airline canceled the flight. I acquired new tickets with Qatar Airways for my spouse and children to return to Kigali.

Christopher Elliott, the Travel Troubleshooter ...
Christopher Elliott, the Journey Troubleshooter 

I asked for a refund. It’s been eight months, and I haven’t acquired my revenue back again nonetheless. I contacted SriLankan Airways, and a representative questioned me to call GotoGate, my journey company. But it seems equally GotoGate and SriLankan Airways are not keen on the refund. I would take pleasure in your help in having my $2,718 refunded. Thank you so substantially.

— Joseph Obiora Ezezue, Maiduguri, Nigeria

Answer: This shouldn’t be that intricate. When an airline cancels your flight, the refund should be automated. You should not have to chase down your income, even if it’s in the center of a pandemic.

SriLankan Airlines ought to have instantly refunded your dollars to your travel agent, GotoGate. And it ought to have passed the resources or a refund together to you devoid of delay. As I have famous just before, you may well have anticipated a brief hold off for the duration of the original outbreak, but this took place at the conclude of 2020. Planes were being traveling. Online businesses ended up accepting reservations. There is no excuse.

So, what happened? Well, it appears like you created your reserving by a 3rd occasion, a German on the web agency termed MyTrip. It seems the agency then contracted with GotoGate for your tickets, which then designed the reservation through SriLankan Airways. That is a ton of parties included but not uncommon.

I get a whole lot of email messages from audience asking why men and women trouble dealing with third get-togethers. Why not book directly as a result of an airline? In your case, that would have vastly simplified the refund procedure. But many others may possibly want to get the job done with a trusted journey advisor or access distinctive discounts that an on the net company could possibly have.

You retained a extensive paper path. You have an e mail from MyTrip verifying that SriLankan Airlines processed the refund in December. That is a crucial piece of proof, and all my crew and I required to crack this situation.