Gotogate pathetic service

We booked tickets from Johannesburg to Lisbon via the Gotogate platform as directed on the skyscanner website. Upon arranging for a bassinet for our baby, it was discovered that the airline had cancelled the tickets. Gotogate then directed me to sort it out myself with the airline.

The Airline in return said that it is not willing to discuss the matter with myself as it is the agent (Gotogate) who should contact them, which leaded to the following: - I contacted Gotogate who promised to solve the issue within 48 hours and they will communicate with back to me via email. Nothing happend. - I contacted Gotogate again, who said they will resolve within 24 hours, and communicate to me via email. Nothing happend. - I contacted them again, whereby they said 72 hours, and email correspondence to follow. Nothing happend. - I contacted them again where they said I should give them at least another week, but not to stress we will definitely be on the plane and we will receive the email confirmation. -We waited 2 weeks and contacted them again to realize that they havent spoken to the airline. They requested me to wait 72 hours where i refused as I am now fed up with the lack of service and reconciliation. - Upon my last phone call, the very unprofessional agent: * asked me why am I upset? * wanted to know what do I NOT understand * refused to put me through to his supervisor * refused to supply me with his or his supervisory email address (Apparently they dont have one) * I had to sent an email via their website whereby I got the response they will come back to me in 6 days *I asked the very unprofessional agent to rather refund me as it is clear no ticket is issued and they have my full purchase price (R12 000) whereby he mentioned he will have to see if i qualify for a refund, even though they have my money and I have no ticket. * I insisted to speak to the manager whereby I was put on hold forever.

We cannot make any further travel arrangements which is no also effecting other family members who are set to travel on the same trip.

The service of this company is pathetic.