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

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

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

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

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

During the summer, Milic wanted to go to Serbia to visit his family and meet employees abroad.

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

Milic has struck a deal on airline tickets through online travel agency GoToGate, which boasts “unbeatably 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, ”said Milic. “So I did a little research on this and found out that this business is a business with a lot of complaints. “

GoToGate was rated F from the Better Business Bureau for 736 complaints, 73 of which were unresolved.

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

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

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

CBS News Travel editor-in-chief Peter Greenberg said when it comes to travel abroad, it’s best to avoid travel agencies.

“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 build a relationship so that if something goes wrong you actually have someone to talk to. “

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

“Buyer, beware,” Milic said.

Now, it is a burden that continues to grow heavier.

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

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They also recognize some customer service issues, which they believe are addressed as soon as possible.


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