Falsche Information über Flug Cancelation

Wir buchten am 5. Oktober 2023 einen Flug mit der Buchungsnummer MJUYA3 für 3 Personen um 3874,98€.

Am 9. Oktober bekamen wir folgendes Email von Gotogate:



Hi TOMOYA,



We regret to inform you that your flight with order number MJUYA3 has been Cancelled by the airline.



Please review the available options below and select the one you prefer. In order to have enough time to handle your request, we kindly ask you to reply to this email with your preferred option within 5 days, or 5 days before your original departure date, whichever option comes first.



If you have already selected an option, your original departure date is within 72 hours but you haven't received a confirmation email yet, please contact us.



As an intermediary travel partner, the airline provided us with the following 1options for your booking:







Request a refund for your order

You are entitled to a refund of your ticket(s) from the airline, and we can apply for it on your behalf. Once the airline approves the request, we will return the whole refunded amount to your original payment method. Kindly note that we cannot complete your refund request until we receive the reimbursement from the airline.



If you select this option, please keep in mind that add-ons such as travel insurance may not be refundable.



Our current average handling time for refunds after receiving funds from the airline is 6 days. We promptly submit claims to the airline(s) upon receiving your request.

While most airlines process refunds in under 5 business days, the entire process can take 10-15 business days from the time you confirm cancellation until we process the payout.

Please note that we have no control over the processing time by your payment provider or bank after refunding your account.





Request a refund for the unused part of your order

You are entitled to a refund of the unused part of your trip from the airline, and we can apply for it on your behalf. Once the airline approves the request, we will return the whole refunded amount to your original payment method. Kindly note that we cannot complete your refund request until we receive the reimbursement from the airline.



If you select this option, please keep in mind that add-ons such as travel insurance may not be refundable.



Our current average handling time for refunds after receiving funds from the airline is 6 days. We promptly submit claims to the airline(s) upon receiving your request.

While most airlines process refunds in under 5 business days, the entire process can take 10-15 business days from the time you confirm cancellation until we process the payout.

Please note that we have no control over the processing time by your payment provider or bank after refunding your account.



If the airline no longer offers your preferred choice, we will contact you with a different proposal.



When accepting alternative flight options, please make sure you meet the country requirements for passport, visa, affidavit, health, etc, if any. This includes countries you transit through even if it is only to change flight.



For more information on travel documentation and requirements, please check our FAQ.



Please visit the following site to learn more about your air passenger rights (Air passenger rights - Your Europe (europa.eu).



Please note that when reaching out by phone to our Schedule Change Team, support is provided only in English.



Kind regards,
(Mitarbeitername in vetraulicher Information)


Gotogate

Gotogate / Gotogate International AB, Box 1340, SE-751 43 Uppsala, Sweden. Corp. ID no. 556538-1265, VAT no. SE556538126501

2023 Gotogate. All Rights Reserved.

Leider bekam ich nie eine Antwort auf mein Email, deshalb habe ich die Gotogate Support Hotline angerufen (nicht nur einmal, mit 3 Stunden Wartezeit), um herauszufinden, ob nun Refund möglich ist oder nicht.
Daher wir das Email über die Cancelation erhalten haben, haben wir den 2. Flug (MOZT5D) gecancelt, da dieser nicht mehr benötigt wird (mit einer Cancelation Fee von 693,06€), nur um wenig später, nachdem wir den 2. Flug gecancelt haben, die Information zu erhalten, dass der Flug nicht gecancelt, sondern bloß 10min verschoben wurde und daher kein Refund möglich ist.
Daher wir nun den 2. Flug aufgrund dieser falschen Information schon gecancelt hatten, blieb uns nichts anderes übrig, als den ersten Flug (OYDRRJ) ebenfalls zu canceln, um wiederum eine Cancelation Fee von 675€ zu zahlen.

Daher dieses ganze Dilemma auf einer falschen Information von Gotogate basiert, bitten wir um eine kleine finanzielle Unterstützung der 1368,06€ Cancelation Fee.

Mit freundlichen Grüßen,
Elisabeth ****** & Tomoya Shiota