Worst customer care I've come across

Item: Gotogate
Rating: 1

After booking my Euro trip from South Africa to Venice on Etihad and Alitalia through Gotogate in February 2017 I almost Immediately recieved an email to advicse me that Alitalia will be striking on the 4th of April and as a result, my layover in Rome would now be 5.5 hours instead of the original 1.5. I didn't mind this update. After arriving in France and spending some time here I got the oppertunity to invite my mother over in August to join me for two weeks and as such I had to simply change my return flight from the 3rd of July to the 3rd of September. A fairly easy task which most airlines offer directly on their websites. NOT Alitalia, Etihad or Gotogate! I had emailed Gotogate approximately 3 times in the last two weeks coming up to my return flight about the changes I needed to make and didn't recieve 1 reply. All I got was a confirmation email that my case was being processed and that customer care would get back to me within 48 hrs. Well the 48hrs turned into 3 days whereafter I emailed them again to notify them that my return flight was coming up soon and I needed to make the changes fairly quickly! Still no reply! Eventually I phoned Alitalia and spent about 45 minuutes on hold before I could speak to an operator who almost immediately told me that he could not assist me with changing my return flight. So he gave me the customer care number for Gotogate. I phoned Gotogate about 3 times in total because after giving me the option for an English operator, the voice on the other side was still either Swedish or Czech. It seems as though they just DONT want to offer any service in English. So this meant I was back to square one, trying to email customer care through the customer care forms on the website. Still absolutely no repy.... Untill Sunday the 2nd of July, approximately 18 hours before my return flight would depart. Gotogate informed me via email that there was no seats available on my requested date of the 3rd of September. So i immediately rep**** to say that any seat on any flight in that week will do!! I still have not recieved a reply from Gotogate! It is now the 5th of July, 2 days after my return flight back to Cape Town had left. I am very dissapointed with the service Gotogate offers, or lets say the lack therof! As a result of the non-existance of Gotogate customer care I have now missed my return flight back to Cape Town have to buy a new one.

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