Avoid Gotogate: Lack of Communication and Unresolved Refund

I want to share my frustrating experience with Gotogate. First of all, there is no contact number listed on their website; the only way to reach them is through a chat feature. After months of trying to resolve my issue, I finally obtained an email address, but I have yet to receive any replies.

Here is the situation: I purchased airline tickets through Gotogate for a flight with RwandAir five months ago. There was an issue with my ticket, and RwandAir instructed me to buy a new one, assuring me that I would be refunded for the original ticket. Since then, I have been caught in a back-and-forth between Gotogate and RwandAir, and I still have not received my refund for the unused ticket.

RwandAir provided me with a waiver code to share with Gotogate to facilitate the refund. I communicated this to a call centre agent via the Gotogate chat, and they said they would escalate the matter to their internal team. After weeks of explaining my situation to different agents, I finally received an email from Gotogate, but they only directed me back to RwandAir for the refund process.

I have been emailing RwandAir weekly (copying Gotogate), but their responses are infrequent. The last reply I received instructed me to send the waiver code to Gotogate, despite the fact that RwandAir was the one who told me to purchase a new ticket in the first place. In my most recent email to RwandAir, I reiterated that the decision to buy a new ticket came from them and that they need to resolve this matter, especially since Gotogate is one of their service providers.

I am at my wit's end. I will never use Gotogate again and strongly advise others to avoid them as well. Their lack of contact options and the limited service provided by their call centre agents make resolving issues nearly impossible. Despite having received the waiver code from RwandAir, they have failed to follow up with me as promised.