The worst travel booking agent on earth

I booked flights for my family of 3 from Cape Town to Auckland. We left Cape Town at 18:40 to arrive in Johannesburg at 20:45 where we had a 1hr 35min layover until the next flight at 22:20. Unfortunately there were delays (getting off the plane, being a domestic flight we had to walk from the 1 side of the airport to the other side to get to international, and airport staff that were just no help, also lines at passport check) and we were not allowed to board the flight from Johannesburg to Dubai. Being stranded at the airport I tried all channels available on the Gotogate app to contact them and none worked. Their contact number does not exist, they didn't reply on the app message system and also their email is a "no-reply" mailbox. I eventually got hold of them after 7am where I noted I missed my flight so consequently I will miss the next flight as well. They could only advise that they need to contact the airline (Emirates) at this stage and will advise further. I called Emirates myself and they advised the tickets are suspended due to no-show and Gotogate needs to contact them to lift the suspension, it would only take a phone call. It was back and forth between myself, Emirates and when I could get hold of them, Gotogate as well. I waited stranded at the airport from Sunday evening 22:30 to Tuesday afternoon with no answers, constantly on a back and forth with both parties. Their 2 stories never aligned. I decided to book new tickets and continue our journey to Auckland and fight with them another day. They eventually got hold of me via email after we landed in Dubai to say that the airline would accommodate changes and would advise on the next available flight (we waited from Sunday until Tuesday for this). I advised that I already booked new flights and would like to know my options regarding cancellation, especially for the Dubai to Auckland flight as I contacted them early enough to notify them I won't make the flight. They said cancellation is not possible as per the airline. I contacted Emirates again and they advised me otherwise. I then contacted Gotogate again and told them what the airline said and they stuck to their words, the airline does not allow for this. I then said ok, let's talk options regarding rebooking. The agent advised that the airline does not allow for this either. (I have an email of them offering me this option a few hours prior). Doing my research of their T's and C's they clearly state that there is a cancellation fee (and I quote word for word form their app) "Cancellation available before flight and airline penalty is 2500.00 ZAR. Our own administration fee may apply as detailed on our travel terms and conditions. Cancellation not available after flight.

Change available before flight and airline penalty is 1250.00 ZAR. You will have to pay any further costs if there is an upgrade or tax adjustment and our own administration fee may apply as detailed on our travel terms and conditions. Change available after flight and airline penalty is 1250.00 ZAR. You will have to pay any further costs if there is an upgrade or tax adjustment and our own administration fee may apply as detailed on our travel terms and conditions". Besides all of this they not once showed humanity, empathy toward my family. Take note I was travelling with my 3 year old daughter. We were stranded at an airport and they took 2 days to make a call to the airline. Every time I do manage to get hold of them it's through the app and the agents have different stories every time. I'm still waiting to know what my options are and it's been a week later. This is the worst experience of my life, dealing with any agent in any field of work. I would not at all recommend them to anyone. Even while typing this message I am trying to get hold of them and still nothing. My tickets cost R48 800. My second 3 tickets I booked through Travelwings and what a joy it was. Communication channels are clear and actually work. Gotogate has theirs hidden and non-operating for a reason. ***** as ****, don't trust them. Don't use them!