Refund is a nightmare. It has been 60 days since my ticket cancellation and 55 days since the airline confirmed that they have processed the refund back to GoToGate. There is absolutely no accountability from the “Frontline” customer care agents or the “Finance” department. Frontline guys dont know anything, outsourced calls to Booking.com to India – all the agents have scripted answer to say “Refund is in process” and they dont know more than that. Finance department is unreachable, no emails, no contact. This company is a complete scam. There game plan is simple – keep the refund money until customer forgets about it. So far I have made 12 calls average 25 mins each. I am never getting back those 5 hours of my life. Stay away from them