Kiwi.com Customer Service Issues

Hello, I am hoping to make a change to our upcoming flight itinerary. We currently have a reservation for EK [redacted] with Emirates from Cebu to Dubai with a layover in Angeles Mabalacat. Is it possible to board the flight in Angeles Mabalacat instead of Cebu? Thank you for your assistance. Imrich Ludányi

My name is Merita Xhokli. I traveled from Dublin to Prishtina without any issues on the 3rd of December. Unfortunately, when I arrived at Prishtina airport on the 5th of December to return to Ireland, I discovered that my flight had been canceled. I did not receive any notification regarding the cancellation, which was very frustrating. I found the service of Wizz Air to be disappointing as they were unhelpful and did not provide any explanation or assistance in rebooking. Luckily, with my insurance through Kiwi, I am eligible for a refund due to the lack of notice for the cancellation. This situation caused me to miss not only my current flight but also my connecting flight to Dublin from London. Thanks to the assistance of a staff member, I was able to secure another ticket, although at an additional cost. I have been in touch with the staff member who will provide me with the necessary documents for the canceled flight. Once I have all my documentation, I expect a refund in line with my insurance coverage. I kindly request a prompt response regarding this matter.

Estimados: Compré un vuelo de Zurich a Toronto con escalas en Copenhagen e Islandia para ayer. Mi número de reserva es [redacted]6 a nombre de Verónica Alejandra Esquerra Montesinos. Llevaba un bolso de 10 kg en cabina. Sin embargo, al hacer mi segundo check-in en Copenhagen después de una escala de más de 10 horas, la aerolínea WOW retuvo mi bolso por considerarlo grande, a pesar de cumplir con el peso permitido. Ahora mi bolso está en Copenhagen y yo en Islandia. Necesito una solución urgente, ya que me dirigía a Canadá sin mi equipaje con la ropa que necesito. Por favor, contáctenme rápidamente al +41 78 [redacted] 57 88 o al correo [redacted] Agradezco su pronta atención.

I am attempting to book a flight on kiwi.com. The itinerary is as follows: OKA to KLO: - 27 Dec - Departure: [redacted] - Arrival at KLO: [redacted] KLO to OKA: - 2 Dec - Departure: [redacted] - Arrival at OKA: [redacted] The flight cost displayed on the website is approximately $[redacted] for two passengers. However, during the payment process, I encounter an issue where it continuously states "processing payment" for hours. Despite clearing my browser cache, researching potential solutions, and trying different devices at various locations with Ethernet connections, the problem persists. I am eager to utilize your affordable service but this payment obstacle is frustrating. As I urgently need to secure tickets for the holidays, I am seeking assistance from kiwi.com. I kindly request a representative to reach out to aid me in booking the tickets directly. Your prompt support would be immensely valued.

I have no issues with Kiwi. I just have a question regarding baggage. I am looking to book a flight from GDL to MSP with a connection in Las Vegas using two different airlines – Volaris from GDL to LAS and Sun Country from LAS to MSP. My wife is already booked on this flight through Kiwi, and I wanted to join her on the same flight. However, when attempting to book the same flight as a round trip from MSP to GDL and back, I noticed that the baggage policy only mentioned allowing a personal item and not a carry-on suitcase. I am seeking clarification on whether I can bring a small suitcase and a personal item, like a small backpack, without incurring an additional fee. Kindly provide information on any fees associated with carrying on a small suitcase in this scenario.

I am writing to inquire if it is feasible to book a flight from Milan to Amman without providing a passport number during the initial booking but adding it later without any penalties? Could you please confirm if this is possible and provide details on any associated costs? Thank you. Stefania.

Kiwi Booking number: [redacted]1. I recently traveled from ALF to TOS and received an email stating that my original Kiwi itinerary was canceled. Upon reaching TOS, Norwegian Airline could not find my booking. Additionally, Wideroe Airline charged me $[redacted].74 wrongly. I am seeking a refund for this amount. My upcoming flight from TOS to LGW with Norwegian Airline is in an hour. I urgently need assistance in locating and reactivating my original itinerary. The remaining journey includes LGW to DEN (operated by Wamos Air) and DEN to DTW (Spirit Airline), with a total original itinerary cost of $1,[redacted].40.

I'm Emmanuel R. I booked flights for my daughter and her friend to New Zealand via your site (Booking # [redacted]3 and [redacted]0). They were denied boarding by Cebu Pacific in Manila because they lacked a transit visa for Sydney where they needed to collect their bags and re-check them for a connecting Virgin Australia flight. This requirement wasn't clear during booking, leading to this issue. Even though they proposed not bringing check-in bags, Cebu Pacific still refused boarding, causing chaos and extra expenses. Virgin Australia mentioned that without checked bags, passengers can go directly to the connecting flight gate for boarding. I need clarification if transit visas are necessary even without checked bags and if this information is clearly stated on Kiwi's booking site to prevent future incidents like this.

A few days ago, I submitted a request to add my sports luggage/surfboard to my flight from Mexico City to Munich. Although I tried to make the payment within the given 24 hours after receiving the email link, I missed the deadline. Following the instructions in the email, I attempted to make the request again, but this time I did not receive any payment link or response from Kiwi. Despite trying to add the sports luggage/surfboard through my booking, I continue to receive an error message stating the request already exists. The call center is also inaccessible, leaving me without a solution to my problem with my flight in two days. I have emailed Kiwi today regarding this issue but have not received a response. I am hopeful for a resolution now. Booking number: 1 7 0 1 9 9 8 1. - E. M.

Subject: Issues with Kiwi.com E-Ticket Booking for Rochel Singer Dear Customer Service, I am writing to express my disappointment and frustration with the recent flight booking I made through Kiwi.com for my daughter, Rochel Singer. The E-Ticket booking confirmation number [redacted] did not match with the reservation made with Ryanair for her trip from Manchester to Poland and then to Israel on August 27, [redacted]. Kiwi.com failed to inform us about the requirement to check in online with Ryanair. This lack of communication resulted in additional fees at the airport totalling £[redacted] for not booking online and for extra baggage charges. The mismatch between Kiwi.com's confirmation number and Ryanair's booking caused unnecessary stress and nearly led to Rochel missing her flight. I believe that Kiwi.com should take responsibility for the miscommunication and cover the extra costs incurred. Thank you for addressing this matter promptly. Sincerely, Mrs. Golda Singer

Hello, I recently booked through Kiwi.com tickets from Dublin to Frankfurt with Aer Lingus at 11.25 am on the 24th of December, returning on the 2nd of January from Frankfurt to Dublin with Ryanair at 8.30 pm. Unfortunately, I have no access to my old email account anymore, as I had to buy a new phone where all my passwords were saved. Additionally, I lost my password for Kiwi.com and do not have the booking number. I am concerned that I will not receive any updates or be able to check in for my flights or access my tickets. Could you please send all emails to my new email address if possible? My old email was [redacted] Also, I provided my mobile number for contact: +[redacted][redacted]. Thank you! Best regards, Marie-Luise Gassert

Hello, I bought tickets through Kiwi.com last year to bring my partner back from holiday. I paid for the tickets, but I didn't receive the e-ticket numbers right away. I later tried to cancel the tickets but was unsuccessful, and I didn't receive a refund. I'm reaching out to get more details on why this happened and what went wrong. Here are the ticket details: - Kiwi.com booking number: [redacted] - Reservation number (PNR): WBYKNR - E-ticket number: [redacted][redacted] - Kiwi.com booking number: [redacted] - Reservation number (PNR): NKQ08V - E-ticket number: [redacted][redacted] Please investigate this matter and contact me via email with an update. Thank you. Renate

Hello, I bought tickets from Kiwi last year to bring my partner back from a holiday. I paid for the tickets but didn't receive the e-ticket numbers right away. I tried to cancel them due to this issue, but they weren't canceled, and I didn't receive a refund. Here are the details of the tickets: • Kiwi.com booking number: ******* • Reservation number (PNR): WBYKNR • E-ticket number: ***-************ • Kiwi.com booking number: ******* • Reservation number (PNR): NKQV • E-ticket number: ***-************ Please investigate this matter and reach out to me via email with an explanation. I would like to understand what occurred or receive a refund for the amount I paid. You can contact me at [redacted] or +[redacted]5. Thank you, Renate

Hello, I am contacting you as I am inquiring about the possibility of changing my return tickets to Norway to a different date. My name is Lene S. and I am traveling from Norway to Australia. The original plan was to fly from Perth to Singapore on the 18th-19th of February [redacted], then spend a few days there before flying from Singapore to Berlin to Helsinki on the 24th of February, and finally from Helsinki to Oslo on the 27th of February. I now need to return to Norway before the 11th of February due to changes in my study schedule. I study Psychology, and this year the course starts earlier than in previous years. Therefore, I am hoping to find a way to return to Oslo no later than the 9th of February. If it is possible to arrange a direct flight from Perth to Oslo before this date, that would be ideal. I am willing to pay extra if needed, so please let me know the additional cost if applicable. Any assistance in finding a new flight option would be greatly appreciated. Thank you for your help. Best regards, Lene S.

1. I encountered two issues with kiwi.com during my recent travel experience. Despite paying the full price for reservations, there was no E-ticket provided at Santorini Airport, resulting in having to purchase a new ticket there for 60 euros. I seek a refund for this additional cost from kiwi.com. 2. Additionally, I missed a flight from Athens Airport to Santorini due to being denied boarding even though arriving at the gate 20 minutes before departure. As I have insurance through Kiwi.com, I am inquiring about the process to claim insurance for the missed flight. Your guidance on accessing the insurance coverage would be appreciated.

Hello, We've booked our Dublin to Dubai flights with KIWI.COM for January 3, [redacted], returning on January 13, [redacted]. Our booking number is [redacted]2. The total price for our flights is €[redacted].03. We were trying to book for 2 adults and 1 infant under 24 months. However, we were charged the full price for the infant on your website. Upon checking with other airline companies, the total fee for the infant is only €67.50. We have screenshots and exact prices from each airline. When speaking with your agent over the phone, we were instructed to pay the full infant amount upfront and then seek a refund from the airline later. We hope to hear from you soon! Best regards, Julija and Anastasija Sakal

I lost two pieces of luggage with Air Asia, and they charged me $66 SGD in Singapore. Upon arriving in Kuala Lumpur, they did not allow me to collect my luggage as I didn't have a Malaysian visa. The immigration officer prevented me from retrieving it. Now, my luggage is in Chennai, and they want me to pay 19.5k Indian Rupees, on top of the $66 SGD I paid in Singapore. This situation is frustrating as I travel extensively and have never encountered such issues before. The total amount they want is almost the value of the items inside the luggage. If anyone can assist me in getting my luggage back to my hometown of Mangalore, I would greatly appreciate it. Thank you.

I am following up regarding my request for "Carry On" size luggage. Since the request was not accommodated, I am facing difficulties boarding airlines like Ryanair with my current baggage. The items within are valuable to me. I have forwarded my initial request via email. I have now sent you the previous requests for carry-on luggage. Additionally, I have included the definition of cabin baggage and hand luggage for your reference, as follows: "The term hand luggage or cabin baggage refers to the type of luggage that passengers are allowed to carry in the passenger compartment." Given the unmet request, it would be appropriate for your team to either upgrade my baggage to "carry on" size or provide a refund for the services paid but not received. Alternatively, I am open to individually upgrading my flight, should you permit using the email used for booking the Ryanair flights.

Dear Customer Service, I made a return flight booking on August 14th through your website for a trip from Macau Airport (MFM) to Puerto Princesa Airport (PPS). We have a layover in Manila Airport (MNL) where we need to check in again, not a transfer flight. The problem arises on our return journey from PPS to MNL and then to MFM. The flight times have been changing, causing confusion with multiple emails received. I recently discovered that we only have a 50-minute layover in MNL, making it unlikely for us to make the connection. Our arrival time in MNL is at 16:00, and the boarding for the MNL to PPS flight is at 16:10. It seems very difficult to catch the connecting flight. Can you please assist us in changing this schedule? Our booking number is NRDEYT, and there are 6 of us traveling. Please contact me via email promptly for further assistance. Thank you.

I was informed that I'm unable to add hand baggage to my flight within 48 hours before departure. In fact, I've been attempting to add it days before my flight, but the option was never available on the Ryanair app from the day of booking. When I tried to update this information on the app, it couldn't locate my flight. This leads me to believe that incorrect information was purposely provided regarding my flight, potentially for financial gain. My flight is scheduled for December 18th, and at the very least, I expect to be able to add hand baggage before then. I want to make it clear that my legal representative is aware of this matter.