Dongi S

I had a SAS Plus (Sky Priority) ticket from Zurich to Stockholm via Copenhagen on May 17th 2025. I arrived at Zurich Airport on time (08:50), fully checked in online with my baggage tag printed.

After asking for guidance, I was misinformed by airport staff that SAS did not offer self-service baggage drop. SAS has since confirmed in writing that this information was false. I attempted to proceed through the staffed baggage drop, but no SAS or Dnata personnel offered assistance or prioritized passengers with Sky Priority. A Dnata staff member even redirected passengers arbitrarily, with no regard for other destinations or ticket classes.

At the counter they checked in my bag.

I ultimately missed my flight despite fulfilling all procedures on time. SAS has since acknowledged in writing that:

Self-service baggage drop was available and should have been used

I arrived on time and acted proactively

Sky Priority support and ground handling were not delivered

Their ground services “broke down” and failed to assist me appropriately

Despite this, SAS refuses to reimburse CHF 114.76 for the missed connection, rebooking, transport, and accommodation or reinstate the 15,000 EuroBonus points I spent on a flight I never took.

Their explanation? That their "policies don’t cover misinformation from airport staff.” Even though the missed flight was clearly due to a broader failure in SAS ground handling, not a single miscommunication.

As a frequent flyer, I find this response disappointing and deeply unprofessional. When you purchase a Sky Priority ticket, you expect at least a basic level of support. SAS has shown that even when they admit failure, they are unwilling to stand by their customers or correct the consequences.

Flyers beware: in moments that matter, SAS may choose policy over people, even if it costs you time, money, and trust.

In a time when it’s easy to feel powerless as a consumer, I want to genuinely thank Revolut and the Visa dispute team for having my back when a major travel platform let me down.

They handled my case with clarity and care to help me get real justice.

I booked flights via @KAYAK, redirected to Gotogate (Booking #1044-162-248). After a name correction request, Gotogate changed my mother’s return flight to the wrong date — but their platform still displayed the correct one.

We only discovered the error at the airport, and since the flight was fully booked, we had no choice but to rebook 3 return tickets (approx. 1,250 EUR) and extend our stay for 5 nights (approx. 350 EUR).

They have since ignored all refund requests, and even blocked my official complaint email. I’ve filed a chargeback with Revolut/Visa and am escalating via Swedish and German legal channels.

I strongly advise others to avoid Gotogate, and urge Skyscanner & KAYAK to review this partner. I’ll update this review if Gotogate takes responsibility.

I have been waiting for weeks for @Gotogate to process my refund request (Booking #1044-162-248). They made a clear mistake with my flight booking, which forced me to rebook flights at my own expense. Despite multiple follow-ups, they are deliberately delaying my case, ignoring my emails, and instead sending me service rating emails while refusing to process my refund.

This is unacceptable customer service, and I am escalating my case legally after the deadline I have set them, which arrives soon.

If you are considering using Gotogate, be aware that they make serious errors and refuse to provide refunds even when they are clearly responsible.

I will update this review if Gotogate resolves my issue, but as of now, I strongly advise against booking with them.

I would give 0 stars if I could.

@Gotogate, all of your email addresses are rejecting messages. I am legally requesting a refund for Booking #1044-162-248 due to gross negligence, but your support is unresponsive. If you do not respond, I will escalate this to the Swedish Consumer Authority and legal enforcement in Germany.