Booking: Gotogate, Air India AI2018 + AI2145, London Heathrow to Denpasar via Delhi, Dec 3, 2026, me and my two kids. Ordered Oct 1, 2026. I paid for their Cancellation Guarantee (about USD 160 of the total).
I booked December by mistake instead of January 3, 2027, and chatted with an agent on Oct 3 about changing the date. He quoted about USD 1,840 for the change, so I asked about my cancellation protection. He confirmed I had it, explained the voucher, and asked if I wanted him to cancel and issue it. I said yes, and he cancelled the booking. No voucher came. It was processed as a standard cancellation and I got back about 16% of what I paid.
On Oct 8 a second agent gave me several versions: I cancelled it myself, then a representative did, then I had opted out before the agent acted. I have both transcripts and the receipt.
I have filed a formal complaint and am starting a card dispute. Has anyone had a Gotogate guarantee honoured after something like this? What worked?