COMPLAINT SUMMARY – GOTOGATE
Dear Sir/Madam,
Please find below the facts relating to this complaint.
1. Supporting Documentation
I have attached all documents available to me, including:
Booking confirmation and itinerary issued by GoToGate.
Receipt for the original booking.
ETA approval confirmations subsequently issued by UK Visas and Immigration.
2. Factual Background
2.1. At no stage did GoToGate specifically inform us that obtaining a UK Electronic Travel Authorisation
(ETA) was required for travel to the United Kingdom.
2.2. We did not complete online check-in. We checked in at the TAP Air Portugal airport counter.
2.3. No warning, reminder, notification or travel alert regarding the ETA requirement was received from
GoToGate before departure.
2.4. As a direct consequence, we were denied boarding and lost the value of the original outbound
journey. Because the reservation was issued as a return ticket, the return sector was also lost, resulting in
the loss of the full value of the booking.
3. Booking and Travel Evidence
3.1. A copy of the booking confirmation email and itinerary is attached.
3.2. The booking documentation contains no specific reference to the UK ETA requirement or any warning
that an ETA would be required before boarding.
3.3. The operating airline was TAP Air Portugal.
3.4. TAP check-in staff informed us that boarding would not be permitted without a valid ETA.
3.5. After being denied boarding, we immediately applied for the ETA. The ETA was approved
approximately two hours later, allowing us to travel later that same day, but only after purchasing
replacement tickets at additional cost.
3.6. No other issue was raised regarding our travel documentation.
3.7. The exact explanation provided at check-in was:
"It is not possible to board without an ETA linked to the passport."
3.8. No written refusal of boarding was provided.
3.9. Replacement flights had to be purchased at our own expense.
3.10. The replacement flights were operated by British Airways.
3.11. Travel took place later on the same day.
3.12. The return journey was completed successfully using the replacement booking.
3.13. No ETA issue arose on the return journey because the ETA had already been approved and linked to
our passports.
Additional Clarification Regarding the ETA
The ETA is not a traditional entry visa. It is an electronic travel authorisation linked digitally to a traveller's
passport following payment and approval by the UK authorities.
Key Grounds for Complaint
1. Failure to Provide Adequate Information
GoToGate did not provide a clear and specific warning that a UK ETA was required for travel to the United
Kingdom.
2. Failure to Warn Following Regulatory Changes
The UK ETA requirement had recently been introduced. As a travel intermediary selling tickets to the UK,
GoToGate should have taken reasonable steps to highlight this new requirement to affected passengers.
3. Failure of Travel Information Standards
The booking process, travel documentation and subsequent communications did not contain a sufficiently
visible or prominent warning regarding the ETA requirement.
4. Direct Financial Loss
The denial of boarding resulted in:
Loss of the original outbound flight.
Loss of the associated return flight.
Additional expenditure on replacement flights.
Additional travel disruption and inconvenience.
5. Emotional Distress and Disruption
The incident caused significant stress, anxiety and disruption to our travel plans, particularly as the issue
could have been avoided had a clear warning been provided before departure.
Requested Resolution
In light of the above, we request reimbursement of:
The original booking cost.
The cost of replacement flights.
Any additional reasonable expenses incurred as a result of the denial of boarding.
We also request that GoToGate review its passenger notification procedures to ensure travellers are clearly
informed of mandatory entry requirements before travel.
Yours faithfully,
ANIBAL JOSE MENDES
MARIA DULCE SEIXAS DE SOUSA DUARTE MENDES
