Customer service complaints piled up for travel agency GoToGate, and new customers meant new complaints – CBS Chicago

ELK GROVE VILLAGE, Ill. (CBS) – A long list of bad reviews and an F rating with a strong consumer advocate don’t stop an online travel agency from bringing in new customers.

As CBS 2’s Tim McNicholas reported, the travel company is also receiving new complaints.

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Every second counts at Hermitage International, an Elk Grove Village-based freight company that
works hard to transport the goods in and out of the country on time.

But lately co-owner Ned Milic is struggling to transfer a refund to his bank account.

“You spend a lot of time spinning your wheels,” Milic said, “and it’s a waste of time – precious time for me”

Over the summer, Milic wanted to travel to Serbia to visit family and meet employees abroad.

“So it was a business trip as well as a personal trip,” Milic said.

Milic struck a deal on plane tickets through online travel agency GoToGate, which boasts of “unbeatable low prices”.

He booked the flight for $670 and later realized he had to make a change.

“When you call the phone number, no one answers. It worried me a bit,” Milic said. “So I did a little research on it and found that this company was a company with a lot of complaints.”

GoToGate has an F rating with the Better Business Bureau due to 736 complaints, 73 of which are unresolved.

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Like Milic, many of these complaints relate to customer service issues.

Milic said he never got hold of anyone at GoToGate or the airline that could help him change that August flight — so he didn’t go.

“After a few months, where is my ticket? said Milic. “Where’s my refund or anything or any response?”

CBS News editor Peter Greenberg said that when it comes to overseas travel, travel agencies are best avoided.

“You want to talk to a travel agent — a travel agent or directly to the travel retailer — the airline, the hotel, the cruise line, the safari operator,” Greenberg said. “You want to establish a relationship so that if something goes wrong, you actually have someone to talk to.”

Milic’s bank refunded him – only to reverse the decision and, for some reason, return the money to GoToGate.

“Buyer beware,” Milic said.

Now it’s a burden that keeps getting heavier.

After contacting Gotogate, the company immediately began looking into the matter.
Within hours, he promised a full refund and an apology.

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They also acknowledge some customer service issues, which they believe are resolved as soon as possible.

Willie R. Golden