Kiwi.com Customer Service Issues

I booked a ticket on September 18, [redacted], and paid for it. Unfortunately, I did not receive a confirmation from your company. Consequently, I had to purchase another ticket from a different site. However, despite not receiving any confirmation or using the ticket, you still charged me for it. The payment was deducted from my account on September 19. My sister called on my behalf and was informed that the booking number provided to me was not used due to issues with your website. I am Meryem Y., and my email is [redacted] The charge on my account was £[redacted]. Upon reviewing my bank statement, I noticed this discrepancy. I am extremely frustrated by the disorganization of your company and the fact that payment was taken for a flight that was neither booked nor confirmed.

Good morning, I recently noticed a transaction on my credit card for a flight booking on kiwi.com that I did not make. The amount charged was £[redacted].77. When I checked the website, I saw the flight booking, but I did not plan any trips. My name is Feruz Kozimov, and I reside in London. It seems someone possibly used or stole my bank card information to make this unauthorized purchase. I visited my bank, and they informed me that the transaction occurred on the 14th of December, with the money deducted on the 17th of December. I attempted to find your Customer Service phone number without success. If possible, could you please provide me with your contact number or reach out to me at [redacted]38? Thank you.

I recently checked our return flight using the 'Manage My Booking' feature on your website. I noticed that our flight from PPS to MNL (Flight no.: 5J [redacted]) has been rescheduled 6 hours earlier. Although the details mention that the boarding passes should be available on Wednesday, December 19th, I have not received any email notifying me of this change or providing the boarding passes. This situation has caused me frustration and confusion. I kindly request that you send us the boarding passes promptly. Due to the rescheduled flight and the 5-hour drive to PPS, we are now considering missing an additional day of our trip as we prefer not to drive at night. Your prompt assistance in this matter would be greatly appreciated.

After my sister's first booking through your site, she experienced a one-hour layover from Cancun to Mexico City, which she missed due to customs delays. The airline is now charging her $[redacted] for re-booking, which is unacceptable. If I had known that your service did not carefully consider layover timing, I would not have chosen it over more reliable options like Expedia. I am requesting an immediate refund for the re-booking fee. If there is no response, I will leave reviews to warn others about the lack of attention to detail. Additionally, the absence of a customer service hotline is surprising.

On December 11, [redacted], I attempted to book a flight from Manila to Osaka through kiwi.com. Despite multiple failed attempts due to their technical issues, I eventually gave up and booked directly through the airline for the same flight. Nevertheless, kiwi.com processed my booking afterward, resulting in two confirmed bookings and charges for both. I am seeking a cancellation and refund for one of the bookings. It seems inappropriate for the airline to double book a passenger and for the booking agent to proceed with my reservation without my clear consent after their initial struggles. Your help in this matter would be greatly valued. Thank you.

My flight from Tbilisi to Kevi was delayed, causing me to miss my connection. Ukraine then rescheduled me to fly from Tbilisi to Vienna and then Vienna to Gatwick. Upon arriving in Vienna, I discovered that my flight to Gatwick had been canceled due to an issue with the name on my ticket not matching my passport. After spending 6 hours on the phone with Ukraine, they were unable to resolve the issue or provide compensation for additional flights or accommodation. In the end, my sister had to pay for a new flight from Vienna to Germany and then to Manchester. Despite the situation, I am hopeful that my return ticket will still be valid.

My flight from Tbilisi to Kevi was delayed, causing me to miss my connection. Ukraine Airlines then changed my flight to go from Tbilisi to Vienna to Gatwick, but upon arriving in Vienna, the flight was canceled. At the information desk, I discovered that the passport number and name on the ticket didn't match. After spending 6 hours on the phone with Ukraine Airlines, they were unhelpful and only offered to get me to Kevi the following day, not covering the flight from there to London or a hotel. In the end, my sister had to purchase another flight for me from Vienna to Germany then to Manchester departing in 4 hours. I've been stuck at the airport for 12 hours, exhausted, and concerned about the status of my return ticket.

My flight from Tbilisi to Kevi was delayed, causing me to miss my connection. Ukraine then rerouted me from Tbilisi to Vienna to Gatwick, but the Vienna flight was canceled. At the Vienna airport, I discovered the ticket was under a different name and passport number. After spending 6 hours on the phone with Ukraine without a resolution, they offered a flight to Kevi the next day, but wouldn't cover the cost to London or Manchester, nor provide accommodation. In the end, my sister booked a new flight from Vienna to Germany to Manchester as I waited for 12 hours at the airport. I'm fatigued and concerned they may cancel my return ticket.

I purchased two tickets for my parents, Verica Popovic and Mladen Popovic, from Tenerife South to Belgrade for 24/03/[redacted]. During payment for €[redacted].80, there was a server problem, and I didn't receive an email with a reservation number, so I made the payment again for €[redacted].80. I received a confirmation email with reservation number [redacted]0. However, I noticed that both payments were deducted from my account, and I believe the €[redacted].80 deduction is a mistake. I kindly request not to charge this amount.

I am writing regarding my recent experience with Kiwi using booking number [redacted]1. I encountered issues with their contact service as I struggled to locate clear email addresses and live chat options on their website. Consequently, I had to pay a handling fee of 20 euros to address my ticket refund problem. However, I was disappointed by the lack of communication about the next steps after this fee was charged. It was not explicitly stated that the handling fee was non-refundable if the refund request was unsuccessful. I believe Kiwi should provide customers with a detailed explanation upfront rather than immediately charging a fee. As a student on a limited budget, I hope Kiwi understands the importance of transparency and fairness in their policies. Despite being a loyal customer, this experience has left me feeling let down. I am eager to receive a response from Kiwi, hoping that as a reputable company, they value customer feedback. Thank you. Warm regards, Rami

Our booking number is #[redacted] for a trip from Melbourne to Mumbai via Kuala Lumpur and Hyderabad. In the app, it initially mentioned that the boarding passes for the Melbourne to Kuala Lumpur leg would be available on 21/12/18 after online check-in. However, the latest update states that online check-in was only available until 21/12/18, and now we may need to check in at the airport for a possible fee. Unfortunately, we have not received any boarding passes and are unable to access them online. The app indicates that the passes are either not available yet or are no longer available at all. We have multiple flights to catch, and the uncertainty is causing stress. We appreciate your prompt assistance in resolving this matter. Thank you. Jamie R.

Subject: Recent Travel Experience Complaint To whom it may concern, I am writing to address a recent issue I encountered during a journey booked through kiwi.com. On my trip from Dublin to Sydney on 19/12/18, I experienced a significant delay on a flight from Moscow to Shanghai, leading to a tight connection window of only an hour and a half for transferring airlines. Despite my efforts to expedite the process, I missed my next flight due to inadequate time after collecting, rechecking my bag, and obtaining new boarding passes. Although another couple I encountered was able to board as they had received "boarding passes" in advance (ironically labeled 'this is not a boarding pass'), unlike me, who was not similarly pre-informed and consequently missed the flight. Following a distressing situation, I contacted kiwi.com for assistance in arranging an alternative flight promptly. Despite assurances of a timely response within 2-4 hours, I did not receive the email and was only contacted by kiwi.com via phone call fourteen hours later. Disappointed by the lack of support and left to manage the situation independently, I incurred additional expenses to reach Sydney while missing out on prepaid accommodation and experiencing heightened anxiety towards future flights. This unsettling experience has had lasting effects on my perception of air travel, and I feel deserving of compensation for the financial losses incurred due to the lack of adequate assistance from kiwi.com. I anticipate your prompt and satisfactory resolution to this matter. Sincerely, Robyn Christy

Hello, My name is Madina Klemp. Booking number: [redacted]7. I have a complaint regarding the changes in my flight dates. This alteration extends my travel time to 2 days, which is not feasible for me. During the outbound flight, there were multiple inconveniences such as having to claim and recheck baggage despite it being a transfer flight. The request for me to respond within 24 hours poses a difficulty as I will be traveling all day during the outbound flight. I have been attempting to contact you by phone without success. It appears misleading and profit-oriented. I request either the modification of the flight from Mineralnye Vody through Istanbul to Hamburg or Hanover (excluding the Moscow stop) or a full refund of the ticket price.

I am traveling from Boston to Istanbul with a layover in Paris via Kiwi (reservation # [redacted]7). I booked this trip assuming it was a connecting flight and paid for checked baggage. However, it seems the flights are on separate tickets, so they do not connect. This means I will need to collect and recheck my luggage in Paris, requiring a French visa which I do not currently have. Kiwi did not warn me about this during booking, and I only noticed it on the ticket after making the full payment. I am wondering if I have to go through passport control regardless of whether I have checked luggage. If so, I would like to cancel my flight and receive a refund as I do not want to risk being stuck in Paris or paying $[redacted] for a flight I cannot take. Thank you for your assistance, Best regards, Guzin E.

Hello, I'm Luke W. I made a flight booking on August 23rd with booking number [redacted]. I was notified via email on August 24th that the flight was canceled and I was refunded accordingly, with proof provided. Since there were no available flights on the same day, I reluctantly booked a new flight two days earlier with booking number [redacted]. Recently, I received a notification for the second flight I booked, but then unexpectedly received an E-ticket for the original canceled flight. Upon checking the 'manage my booking' section on the website, I noticed that I now have two pending flights. I am seeking clarification on this situation.

Booking Reference: [redacted]5 I am frustrated by having to pay 55 Euros from Amman to Bucharest and an additional 35 Euros from Bucharest to London due to issues with the online check-in system. Despite my attempts, online check-in was not available leading up to my flights. I arrived at the airport early to avoid problems only to be charged extra. I understand the policy mentions a fee for airport check-in without prior online check-in, but this was not possible in my case despite multiple attempts days before the journey. The Wizz Air agent showed empathy by offering me priority seating due to my frustration. I am seeking a full refund of 55 Euros + 35 Euros credited back to my credit card. I have receipts as proof and request an email address to send these documents for verification. Unfortunately, calling was not feasible at the time as I was overseas. I expect prompt resolution and nothing but a full refund for the inconvenience this has caused. Thank you, Zaid Abu Risheh Phone Number: +1 [redacted]

Subject: Issue with Required Visa and Flight Booking Dear Kiwi.com, I am reaching out regarding a recent experience at Kuala Lumpur airport that occurred on January 4th. Upon my return journey from a three-week trip to Asia, while transiting from Vietnam to Kuala Lumpur en route to Tiruchirappalli, India, I encountered an unexpected issue with my boarding pass not being 'registered,' leading to a visa requirement problem. Despite not leaving the airport during my layover, I was unaware of the necessity for a visa which subsequently caused me to miss my connecting flights to Dubai. I have attached images of my initial booking which did not mention the visa requirement for the return journey, in contrast to my earlier booking from Dubai to Chennai. Due to the unforeseen circumstances and after being advised of a 12-hour wait for a visa, I had to purchase a new flight to Dubai via Delhi, incurring a cost of [redacted].36USD. This incident has created significant distress and financial strain for me. I kindly request your assistance in obtaining compensation for this situation that was beyond my control. Thank you for your attention to this matter. Warm regards, S. Whelan

We missed our connecting flights from London Gatwick (LGW) to Madrid (MAD) and then from Madrid to Jerez (XRY). Despite the efforts of the customer service staff in LGW, we couldn't get our flights rescheduled. We are unsure why this is the case, whether it's because we booked through kiwi.com and not directly with the airlines. We had AirHelp coverage for incidents like this, but we are struggling to find a contact number to speak with a representative. Can someone help us with rebooking our flights?

I made a flight reservation on kiwi.com using my email [redacted] The website indicated that the transaction was successful, but I did not receive a confirmation number. Currently, I am in Istanbul and facing issues accessing my email because Hotmail has blocked it. Without access to my email, I am unable to check if I received a confirmation email. I am attempting to reach Kiwi's support line for assistance, but they require a booking number which I do not have. I would appreciate any help.

Hello, my name is Daniel E. G. and my booking number is [redacted]. I spoke with an agent named Yoana this morning regarding an alternative flight since mine got cancelled. I was informed that an email with the details would arrive in 30 minutes, but it has been an hour and a half, and I have not received anything yet. I have already accepted both the flight and hotel stay on the "Manage my Booking" section, but I am eagerly awaiting the email confirmation to finalize everything. Thank you.