I bought a flexible ticket and needed to change my flight. GotoGate (in partnership with Booking.com) informed me that their systems weren't allowing them to change my flights (departure and return) so they instructed me to call the airline myself, and clarified that they would refund me a change fee. I did so, then emailed Booking/GotoGate with the receipts, where they informed me that they don't cover takeover fees, only change fees. This makes sense, except in this case, they made me call the airline, as it was their systems that were malfunctioning. Clarifying this situation took another two hours, where the agent says "Additionally, I see that the price our agents have found before transferring you to the airline is extremely high, so I believe that 150 USD is a fair fee for changing your flight." Mind you, the 150$ is the takeover fee that the airline imposed on me because Booking.com is the agency that's supposed to handle it. Not to mention, I paid an additional something hundred dollars to Booking.com in the first place to be able to change my flight. Then that agent closed the chat on me.
