Kiwi.com Customer Service Issues

I tried to book a one-way flight from Paris to London on March 31st. The website kept showing an error with my credit card, so I refreshed the page. Unfortunately, I never received an email confirmation, but my credit card was charged four times. Air France has the reservation, but it's not ticketed. They advised me to contact Kiwi, the third-party seller, to clarify the issue. This needs to be resolved by midnight London time for me to secure the flight. Due to the train strikes, flying is our only option to leave the city on time. Your assistance is greatly appreciated.

Thank you for your help in reversing this mistaken booking. As we discussed, I realized the error shortly after making the booking. I need to send the following information to the bank: An email on official letterhead needs to be sent to [redacted] with a copy to [redacted] The email should include the amount of AU$[redacted].96, the Transfer Authorization code, the reason for cancellation (made in error), and instructions for NAB to release the Purchase Authorization on the card. The email should include a signature with the sender's name, position, and contact details. Please ensure there are no spelling errors, and the email must be sent from the merchant's email address, not a generic one like gmail, hotmail, or yahoo. Thank you for your support in resolving this issue.

I am currently facing a frustrating situation with my flight. My trip from London Luton to Skopje, Macedonia was unexpectedly rescheduled without my knowledge. Upon arriving at the airport on my scheduled departure date, I discovered that my flight had actually departed the day before. This left me stranded in a foreign country, forcing me to purchase a new ticket out of pocket just to get home. The service from Kiwi has been very disappointing. Despite being informed that an email was sent to the airline on my behalf, the whole experience has left a sour taste in my mouth. This being my first and last time using Kiwi, I will be cautioning others to explore different travel alternatives. As I endure a 9-hour journey with an unfamiliar layover, instead of the expected 3-hour flight home, I am understandably frustrated. I seek assistance in resolving this matter promptly. My primary aim is to be reimbursed for both the original ticket and the additional one I had to purchase abruptly. My desire was simply to return home to prepare for my teaching responsibilities, but this ordeal has hindered my plans.

Dear Kiwi Team, I wanted to inform you that Wow Air has ceased operations, affecting our booking [redacted]. Specifically, the first part of our return flight from KEF to CPH on 2/5/19 at 06:30 am to 11:45 am is not available. We have two options presented on the site: 1) Request a refund from Wow Air, and potentially receive a refund for the other three flights, which usually amounts to under 30% based on each company's policy. 2) Consider alternative flights for the return trip, costing [redacted]+ Euros more and with a travel time extended to over 20 hours. We also added AirHelp+ to our flights. Are there any additional options available through this service apart from the ones mentioned? If so, could you provide details? If not, can we proceed to keep the three unaffected flights and independently book an additional flight from Reykjavik to Copenhagen? Rest assured we would share the new flight details and expect a refund solely for the unavailable Wow flight. Kindly address this matter promptly as this trip is crucial for all passengers. Thank you for your anticipated assistance. Best regards, Z.M.

Greetings, My name is Thomas. I booked both an outbound and return flight on your website from Treviso to Aalborg (with a layover in London) and from Aalborg to Marco Polo (with a layover in London). My tickets allow for a small bag as carry-on luggage. My small trolley did not cause any issues in Italy, but in London, I was fined a unjustified €30. This information was not mentioned anywhere on your website at the time of booking. I am requesting a refund for this unjust fine and for the inconvenience caused by having to rush back to the airport entrance to exchange money into Pounds and sprint back in time before the gate 52 closed, which caused physical discomfort throughout the entire day. Additionally, I kindly request to be contacted by a person. Best regards

Dear Sirs and Madams, I am only now able to contact you as I fell ill during my disastrous return journey and am still unwell. I booked a flight from Bangkok to Hamburg on 16.02.[redacted] with Kiwi.com booking number 35 [redacted] [redacted]. The flight from Bangkok to Stockholm, flight number DY7206, was so delayed that I missed my connecting flight from Stockholm to Hamburg, flight number EW7219, despite having a generous layover of 5 hours in Stockholm. At Arlanda Airport in Stockholm, I found no assistance, no support, and was informed that all hotel rooms were fully booked. Due to my deteriorating health, I arranged alternative transportation to Hamburg with the help of my daughter via Flixbus (Euro 59.50; receipt available) and also used a ticket for the Arlanda Expressen from Arlanda Airport to Stockholm Cityterminalen (Euro 28.07; receipt available) where the bus departed. I reached my destination 17 hours later with no facilities open due to the late hour. Therefore, I expect a full refund of my travel expenses which amounts to Euro [redacted].50 (including the flight ticket of Euro [redacted].93, Flixbus ticket, and the Cityterminalen ticket) from you as an online travel agency. Yours sincerely, Katharina Farni

Greetings, My name is Thomas. I booked my round-trip flight from Treviso to Aalborg (with a layover in London) and from Aalborg to Marco Polo (with a layover in London) on your website. My ticket allows for a small bag as carry-on luggage. While my small trolley was not an issue in Italy, I encountered problems in London and had to pay a €30 unjustified fine. This was not mentioned anywhere on your website during the booking process. I am requesting a refund for this unjust fine and compensation for the inconvenience of having to rush back to the airport entrance to exchange money into pounds and run back to the gate 52 before it closed. This situation caused physical discomfort for me the entire day. Additionally, I kindly request to be contacted by a person. Best regards

Hello, my booking number with Kiwi.com is [redacted]. I won't have access to email after April 12 due to traveling on a cruise until I return to the USA on May 1. I need assistance regarding my boarding passes for my flights from Gatwick to Boston and then from Boston to Atlanta on May 1. Please reach out to me promptly. Thank you. - TDC

I booked Ryanair tickets to Chania for the 9th to 16th of April through Kiwi. Unfortunately, I realized that only 5kgs of luggage was booked. I called Kiwi twice to request an upgrade to 10kg luggage online, but they haven't provided me with the Ryanair reference number to proceed with the change. Despite explaining that non-priority 10kg luggage can be added online up to 40 minutes before the flight, they keep insisting that only priority booking allows for 10kgs and claim it cannot be done now. I have also sent them an email outlining this information and requested the luggage upgrade, but I am still waiting for a response. With our trip approaching in just 7 days, this situation is becoming increasingly frustrating.

Hello, I appreciate your assistance in these matters. My fiancée purchased flight tickets for us through Kiwi.com for a trip from Berlin (SFX) to Fuerteventura. However, we never received our boarding passes from Kiwi.com, and our flight was not checked in. It seems that Kiwi was responsible for this oversight, as they did provide all the boarding passes for our return flight. Due to this, we had to check in at the airport in Berlin just before the flight, incurring a cost of 55 EUR per person. We are wondering if we are entitled to a refund of this money, as [redacted] EUR is a significant amount for us. We have receipts for the payment and can provide scans if necessary. Could you please advise us on our next steps in resolving this issue? Thank you, David D.

My spouse and I made a reservation through Kiwi.com with booking number [redacted]0 for January 31, [redacted]. Initially, we planned to proceed with the trip, but an unexpected incident occurred shortly after we booked. Unfortunately, our 2-year-old was attacked by an 80-pound Doberman, resulting in a visit to the emergency room and requiring more than 15 stitches. Despite providing all necessary documentation, including a doctor's letter confirming the severity of our daughter's injuries and advising against travel, Kiwi only refunded us $30 out of the $1,[redacted] total cost. We were disappointed with Kiwi's response considering the circumstances were beyond our control.

This morning, I was supposed to fly from Dallas DFW to Denver, Colorado at 5:45. However, due to a car accident on the way to the airport, I missed my flight. I spent six hours at the airport trying to resolve the issue, but was told I needed to purchase a new ticket with a cancellation fee. I live in Colorado and need to get back home urgently for a family emergency. I am hoping to find a solution and would appreciate some help. Please contact me at [redacted]. Thank you.

I have a reservation for 2 tickets from VNS to DEL, then on to FCO and finally LGW on 12/4/[redacted], with reservation number [redacted]3. I previously contacted you about a flight time change from DEL to FCO which left us only 55 minutes to collect and recheck our bags. To resolve this issue, I have booked Vistara flight [redacted] departing from VNS at 8.55am, arriving in DEL at 10.30am, which would allow us to catch our rescheduled flight at 12.50pm. Please ensure that the DEL-FCO-LGW legs of the ticket remain unchanged. I am open to a refund if necessary but believe this alternative is the most cost-effective option available.

Hello, I have not been presented with any alternative solutions despite the 24/7 program availability, and I am eagerly awaiting to make a selection. I am seeking a resolution to reach Bucharest without incurring additional costs. Kiwi provided me with this itinerary for April 7th: Departure: Baku (GYD) at 2:20 Arrival: Istanbul (IST) at 4:40 Duration: 3 hours and 20 minutes Airline: Turkish Airlines 6-hour layover Departure: Istanbul (IST) at 10:40 Arrival: Bucharest (OTP) at 11:55 I am questioning why a similar arrangement is not possible for April 6th without any additional fees. Kindly consider this request and strive to secure a spot for me under the same conditions as April 7th, without any extra charges. Kindly advise on the appropriate channel for me to pursue assistance from as I hold this company in high regard. Anticipating a prompt reply, A-M B.

I have a flight booked from Vienna to Belfast departing April 5, [redacted], and returning April 7, [redacted], with booking number [redacted]. After paying €[redacted].00 on February 17, [redacted], my booking was confirmed. Kiwi informed me of changes made by the airlines and offered alternative dates, which were not suitable, leading me to cancel the flight. However, Kiwi stated they could not refund me. I believe this constitutes a breach of contract on Kiwi's part. I am seeking a full refund as per British Law regulations. Kiwi's emails acknowledged my refund request and stated that only €19.98 could be refunded due to administrative fees. Despite further communication, Kiwi reiterated the inability to provide a refund. I am looking for assistance in resolving this matter promptly. Thank you. Regards, Robert Robinson.

Hello, I am Dean Chamberlain. I am reaching out regarding a booking cancellation made in September [redacted] for myself and my girlfriend, Zani, as she was unwell. Despite paying the full amount, including the insurance fee, we have yet to receive our refund. Our booking reference number is [redacted]. I have been contacting Kiwi through email, but all I receive are standard responses mentioning they are waiting for the airline. The airlines, however, have no information about this issue. I provided the doctor's letter required by Kiwi on 13 September, [redacted], validating the cancellation due to illness. I urgently need an update on the status of this unresolved matter.

Subject: Urgent Request for Refund due to Missed Connection Flight I am reaching out about our recent Booking [redacted]2. The 1 hour and 30 minutes connection time provided for our flight was insufficient, leading to us missing our connecting flight. Industry standard suggests a minimum 3-hour layover between flights, a practice not followed in our case. I am seeking a refund of $78.00 CAD ([redacted] THB) incurred for rebooking onto the subsequent flight. Attached are images of the Vietjet receipt and updated boarding pass as evidence of the changes. Your prompt attention to this matter is appreciated. Thank you, B. Viau Montreal, Quebec, Canada

Booking number: [redacted]1. We encountered a significant issue due to an error made by the customer service team which resulted in us being stranded at the airport. Despite clearly indicating the correct time as 8:00 for our flight from ZNZ to JRO on January 22nd, the booking was made for 16:00. Upon arrival at the airport, we discovered the flight had been canceled. Subsequent attempts to resolve the situation with Kiwi.com's support team were unsuccessful, leaving us in a difficult situation. As this occurred during our honeymoon trip, it was quite distressing. The missed flight meant we had to incur an additional cost of $[redacted] to secure an alternate flight to JRO to make our connecting flight to the Serengeti. The lack of communication from Kiwi.com regarding the cancellation was also disappointing, as we were not notified either via phone or email, leading to a stressful situation upon arrival at the airport. We are requesting a full refund for the original flight booking, as well as reimbursement for the extra expenses we had to bear to purchase a new flight independently at short notice.

I had a booking for April 2nd from Abbotsford to Edmonton with Swoop and Flair. Upon arrival in Edmonton through Swoop, I had a 4-hour layover and the flight was switched to Flair Airlines. Unfortunately, the Flair flight was canceled, leaving me stuck in Edmonton for 24 hours, ultimately changing my entire roundtrip plans. I initially intended to only spend one day in Winnipeg, but due to the delayed flight, I had to stay two days, resulting in me being two days late for work. The lack of communication about the flight cancellation from Kiwi.com caused me a lot of stress and inconvenience. Despite the ordeal and the impact on my schedule, I am requesting a full refund. I hope for a prompt response to resolve this matter.

Dear Kiwi management team, I am writing to address a serious issue regarding my recent flight experience. My booking reference number is 43 [redacted] [redacted]. The passengers included were Mr. Myong Ju Byun and Mr. Sangmun Lee. The connecting flight from DMK to PNH, scheduled departure at 06:30 on 7th April [redacted], turned into a nightmare. Instead of arriving as planned at 07:40, we were delayed for over 10 hours due to an unexpected change to flight FD606 departing at 15:05. Despite seeking assistance at the customer desk in the DMK airport, we were met with inconvenience and no viable alternatives were presented. This disruption severely impacted our business schedule and left us with no choice but to wait for the new flight. I am requesting a refund due to the mismanagement that caused significant disruptions to our plans. I urge you to investigate this matter and provide a swift resolution. Please prioritize this issue to ensure customer satisfaction. I can be reached at +82 [redacted] [redacted] [redacted]. If unavailable, kindly contact my PA at +[redacted] 50 [redacted]. Sincerely, Myong Ju Byun