Kiwi.com Customer Service Issues

I modified the flight date from Chiang Mai to Denpasar and encountered an issue with the baggage allowance. The original booking includes 20kg of checked baggage, while the new flight only permits 10kg. This difference was not mentioned during the rescheduling process, making it challenging to add extra luggage online after the fact. I find it frustrating to have paid double the amount to change the flight and then have to pay extra for luggage that was already included in the original booking. It is essential for customers to be informed of any changes in baggage allowance when altering a flight reservation. Our flight is scheduled for 14th January departing from Chiang Mai at 8 am to Bangkok and then from Bangkok to Denpasar at 11:35 am. The booking is in the name of Matthew Toal (Email: [redacted]). Concerns have been raised with Kiwi through email to address this matter promptly. We are disappointed by this situation and the unexpected expenses incurred. Had we known about these issues, we would have considered booking through a different platform. Your swift assistance in resolving this matter is greatly appreciated. Thank you. Ashley

I booked a flight last night at 10:31 pm under Karissa E. for a 7 am SAN to OGG flight tomorrow with booking number [redacted]8. I got a confirmation text and the payment went through, but I haven't received an email confirmation. When I checked the flight status, it wasn't showing up. I can provide screenshots of the booking and bank statements showing the payment. This needs urgent attention as my flight is tomorrow.

I am Graeme B., and I am looking to obtain a payment receipt for a flight my father, George R. B., and his partner, J. H., booked on Kiwi.com on August 8, [redacted]. The booking details are: - Booking Reference: [redacted] - Departure Date: August 9, [redacted] - Booking Date: August 8, [redacted] - Departure Airport: Funchal (FNC) Madeira - Travellers: George R. B. & Janice Hutchison The booking was arranged by the hotel staff member Victor Cruz from "vila lusitania." George and Janice experienced a canceled Easyjet flight on August 6, [redacted], while on holiday, prompting the need for an alternative booking. We require the payment receipt for the flights linked to the booking reference above to pursue a claim with Easyjet. Your assistance is appreciated.

Price Comparison Websites At Ryanair, we take pride in offering our lowest fare guarantee. To show customers they can't find better value elsewhere, we now allow authorized third-party websites access to www.ryanair.com for price comparison purposes. They can use our price, flight, and timetable information to compare our prices with other airlines. Please note that while we permit price comparison, we do not allow the resale of our flights. The best fares are only available directly on Ryanair's website. This policy is in place to benefit our passengers. If you need assistance accessing your tickets, please let me know.

Regarding Confirmation Number [redacted] for the flight from Seoul to Danang, I paid for my airfare but as I didn't receive a round trip ticket, I had to cancel. Despite multiple emails, I haven't received a refund. I have already traveled to Danang on a different flight and enjoyed my trip. I've requested a refund several times without success. It's been over three months now, and I'm growing increasingly frustrated. I believe in Kiwi as a reputable company and hope this issue can be resolved promptly. Can this matter be addressed soon? Thank you. - Seok Kwon Na (Scott N. on Facebook)

Our flight was canceled due to weather, and when we contacted Kiwi, we were informed to either wait a week at our own cost or find our own way home. Stranded with limited funds and poor WiFi, we struggled to arrange alternative travel. With the help of a friend, we secured a flight from Zurich, which they graciously paid for. We then navigated our way from Innsbruck to Zurich using various modes of transportation, totaling €[redacted].80. Although Kiwi refunded the original return fare of €[redacted], we were left with €[redacted] in expenses. Kiwi.com and the airline both refuse to take responsibility, leaving us with an unexpected bill. The unclear Kiwi guarantee misled us into not purchasing insurance. We are frustrated by their lack of assistance and empathy during this difficult situation.

I recently traveled with Kiwi Experience and encountered some issues that I would like to address. Firstly, we were instructed to start our journey in Wellington for the Southern Round Up, and we assumed our ferry ticket was included. Unfortunately, we had to purchase this separately, causing unexpected stress and costs. Additionally, the South Island accommodation package we purchased turned out to be just three hostels, which could have been booked cheaper individually upon arrival. We were unable to use our Lake Tekapo voucher due to limited bus schedules, leading to further disappointment. Furthermore, Kiwi Experience's pricing structure appears misleading, as we found cheaper options elsewhere, such as booking over the phone or through our hostel. Despite the excellent service provided by the bus drivers, these discrepancies left us feeling dissatisfied. I believe improvements are necessary to prevent other backpackers from experiencing similar issues. I kindly request a partial refund and hope for better practices from Kiwi Experience in the future.

Hello, I am Krasimir Nikolov, and my family recently booked a trip with your company. Unfortunately, our flight from Sofia to Rome on January 10th with Bulgarian Air was delayed by around 40 minutes. This delay caused us to miss our connecting flight to Paris, which was our final destination of Fort Lauderdale. We had to purchase new tickets for $[redacted] to make it to our next connection. The situation was extremely stressful for my pregnant wife, our 2-year-old son, and myself, as we had to rush and leave luggage behind. I would suggest a couple of improvements as a customer: 1. Ensure realistic time gaps between connecting flights. 2. Provide a direct customer service number for assistance during such situations. I am looking to discuss reimbursement for the $[redacted] spent on the new tickets. Please contact me at [redacted]1 or via email at [redacted] Thank you.

Hello, I encountered issues providing feedback via email from your recent communication. I booked flights with Kiwi for a trip to the Ivory Coast for myself and my mother through last minute.com. Unfortunately, the experience was incredibly stressful and disappointing. We faced multiple problems with baggage not being included in our booking, leading to unexpected fees and challenges during transfers. Despite being assured by one airline that luggage was included, we still had to pay additional fees during our trip. These ongoing issues with baggage caused frustration and financial strain, leading airport staff to advise against using Kiwi due to frequent errors. Despite attempts to resolve the matter with Ryanair staff, I have been unable to reach a customer service agent for assistance. I anticipate a prompt response to address these substantial inconveniences. Best wishes, Valerie I.

I purchased a ticket from NY to Chile, but encountered a problem with my checked bags due to tight flight connections. Chester assisted me, but it was impossible to travel to Chile for 4 months without my suitcase. I had to buy an additional ticket and pay for baggage in Lima. Despite resolving this issue, I received a last-minute email requiring a return ticket out of Chile. I hurriedly purchased a ticket to Ecuador. Facing more complications with my connecting flight in Lima, I spent hours on the phone with Kiwi without success and ended up missing my flight. I had to buy a $[redacted] one-way ticket to Santiago in totalcurring about $[redacted] in expenses. I am awaiting a refund as promised by a Kiwi agent. I hope for a prompt response from your team. Thank you. - Patti M. W.

Dear Support Team, I, Casey E., submitted a refund request for Karl C.'s connecting flights booked through your site on 21/12/18 with Jet Blue. Upon arrival in Newark, we were forced to re-book due to a cancellation, incurring a cost of $[redacted].39 USD. This caused us unnecessary stress and inconvenience as both bookings were made simultaneously using the same bank card. We are seeking reimbursement of $[redacted] USD for the error on your part. Please investigate and confirm the resolution and compensation for Karl promptly to avoid escalating this matter legally. We anticipate your swift response to resolve this issue promptly. Thank you. Casey E.

Dear Sir or Madam, Booking No. [redacted]5 I have just sifted through my mail and received another notification from you regarding a change in our flight schedule from MUC to LPA. We have booked a direct flight departing on 2/11 and returning on 2/19. You now mention that the return flight is to be rescheduled. However, it is not just a matter of a time change; you are not only rescheduling the return flight to the day before but also changing the departure time from midday to 8 a.m. This is not acceptable. Furthermore, you state that if no response is received within 24 hours, it will be assumed that this time change is accepted. This is definitely not the case. Among the alternatives offered, the flight on 2/19 at 11:50 to FUE and then 14:35 from FUE to MUC could be considered at best. As this is not the original direct flight we selected, compensation or compensation from your end would be necessary, especially considering the significant extra time and delayed return to Munich. I await your prompt response and a suitable offer and will also attempt to contact you by phone. Should no satisfactory solution be reached, we will take legal action. Yours sincerely, Barbara Busch

I am writing to share a recent troubling experience we had during our journey from Manchester airport. At the security checkpoint, we encountered repeated issues with our boarding passes, leading to an unsettling encounter with the counter-terrorism team, which left us feeling targeted due to our Asian Muslim background. Despite our efforts to resolve the boarding pass problem, we were told at the gate that we could not board the flight, causing us significant stress and inconvenience. We struggled to find a way to contact you during this ordeal. Consequently, we incurred extra expenses for food, transportation, and accommodation due to the missed flights. This has been an incredibly distressing and challenging situation, particularly as we both suffer from anxiety, depression, and diabetes. We were looking forward to this trip for our well-being, but it has unfortunately had the opposite effect. We kindly request a refund for our tickets and reimbursement for the additional costs incurred. This incident has shaken us deeply, and we are unsure about our future travel plans. Thank you for your attention to this matter.

I am seeking assistance regarding my urgent ticket booking through Kiwi.com due to the sudden demise of my father in India on November 27th. I have attached his death certificate for reference. The booking reference is [redacted]2 for PHP [redacted].00. The flight details included: 1. Manila (MNL) to Singapore (SIN) with Jetstar Asia Airways 2. Singapore (SIN) to New Delhi (DEL) with Air India Limited. Upon receiving the ticket, I was informed of the need for a Transit Visa in Singapore which I could not handle under the circumstances. I canceled the ticket within 1 to 1.5 hours and booked a different flight through Cathay Pacific via Hong Kong to Delhi on the same date. The refund from Kiwi.com was significantly lower than expected, only PHP [redacted].28. I contacted Kiwi.com, and they mentioned airline restrictions on refunds. I kindly request your assistance in dealing with the airlines on compassionate grounds regarding my refund due to the passing of my father. I can provide further documentation upon request. Best regards, Puneet S.

Hello, I booked a flight through your website ([redacted]). This flight is a connecting flight, so I have 2 tickets. The 1st ticket is from Frankfurt to Barcelona, and the 2nd ticket is from Barcelona to Gambia. My flight is scheduled for Monday, February 11th. According to my app and e-ticket, my boarding passes should already be available (1st boarding pass on February 5th and the 2nd one on February 9th). Unfortunately, both boarding passes are not yet available. Sincerely, Annalena Hoffmann

I have a flight booked through kiwi.com for February 14th from Athens to Gothenburg with a stop in London. The flight number is [redacted]3 for Ms. N.P. and Mr. I.K. On the app, it clearly states that online check-in would be available two days prior, which is today, February 12th. We have been trying all day to check in online, but the option hasn't been available. Now, when we try again, it says online check-in was only available on February 12th, and we missed the deadline. We will have to pay a fee at the airport. It's still the morning of February 12th, and we have been checking every half an hour to ensure we wouldn't miss it. The option to check in on the site has never been available. This issue needs to be resolved promptly as it is quite frustrating.

Hallo, letztes Jahr habe ich eine Buchung für eine Reise nach Prag mit der Buchungsnummer [redacted]5 vorgenommen. Es war angegeben, dass Handgepäck enthalten ist. Meine Kinder haben diesen Trip gestern angetreten und mussten jedoch auf ihrem Flug mit Zwischenstopp von Köln nach Berlin jeweils 20 € für ihr Handgepäck zahlen. Von Berlin nach Budapest waren es dann nochmals 25 € pro Kind. Auch für den Rückflug wird dies verlangt. Ich habe versucht, sie telefonisch zu erreichen, allerdings funktioniert die Nummer aus der Bestätigungsnachricht nicht. Bitte setzen Sie sich mit mir in Verbindung, da ich gerne über Sie buchen würde, da Ryanair nur Ihre Daten hat. Online zu buchen war nicht möglich, da nur Ihre Kreditkartendaten verfügbar sind. Bitte melden Sie sich bei mir unter [redacted] [redacted] [redacted]. Danke.

Booking reference #[redacted]8 Flight date: 7/9/19 from Amsterdam to London I wish to report an issue with the company handling my flight. My original flight was changed without proper communication regarding the airport switch from Gatwick to Stansted. After discovering this change months later, I contacted Kiwi about the situation. However, I found the request to change the flight to be unreasonable due to the significant travel time between these airports. Kiwi offered an alternative but at an additional cost of [redacted] euros, which I found unfair given the circumstances. Despite my attempts to explain, Kiwi stated I had missed the 24-hour response window for their guarantee. I am dissatisfied with how this situation was handled, as I have been a satisfied customer in the past. I am requesting to reroute the flight from Amsterdam to Portland with no airport change in London, regardless of the airport used, at no extra charge. This flight alteration was initiated by the airline, not by me personally. Thank you.

Subject: TAR Airlines Compensation Request for Flight Delay Dear Sir/Madam, I am Linda Reichardt, reaching out regarding an unfortunate experience on November 28, [redacted], with TAR Airlines. Despite my efforts with Kiwi and TAR Airlines, resolution remains elusive. I had a conversation with TAR representative Katy Molina, who promised to investigate the over six-hour delay that affected my family of eleven in Huatulco. Regrettably, I have not received any updates from Katy Molina or the airline. Subsequent emails to [redacted] have also gone unanswered. I seek your assistance in escalating this matter to the relevant department for compensation approval, essential for dealing with Kiwi. Katy Molina previously inaccurately reported a two-hour delay, contrary to the actual nearly seven-hour delay. This discrepancy is critical due to the missed connections and subsequent disruptions to our travel plans. My family endured significant inconvenience waiting for a belated Guadalajara flight, resulting in missed schedules and added stress, especially for the children among us. Despite assurances from TAR gate agents and customer service, no compensation materialized. This lack of acknowledgment persisted even after Kiwi reached out for confirmation. Included are essential details for your reference regarding the affected flights and passengers. Your prompt attention to this matter is highly appreciated. Kind regards, Linda Reichardt [redacted] [redacted]

I experienced a troubling situation during my recent trip. I had booked a costly flight with luggage as I was traveling with my young children. Upon arrival at Luton airport, we collected our bags and immediately headed to Ryanair for our connecting flight, just 30 minutes before departure. Unfortunately, the staff at Ryanair were extremely impolite and refused to allow us to board our flight to Malaga, Spain. Feeling helpless and upset, I was told to purchase a new flight for €[redacted], take a €[redacted] taxi to Stansted airport, and pay €[redacted] for my four bags again. The experience was distressing as I was left stranded in a foreign country without any support. I am requesting a refund for the additional expenses incurred due to this situation.