Kiwi.com Customer Service Issues

I have faced multiple flight delays recently while traveling with Kiwi. The first delay caused me to miss my connecting flight from Lombok to Surabaya, Indonesia. This led to further inconvenience as I had to book a last-minute flight with Garuda Airlines to avoid overstaying my visa. I also had to book a hotel stay at the Ibis Airport Hotel due to the delays. Unfortunately, I missed an event in Singapore and incurred additional expenses for the new flight, hotel, and taxi fare, totaling [redacted],[redacted] rupiah. I was unable to reach customer service during this stressful time, and I am seeking a full refund for these unexpected costs. Kiwi's lack of support and unrealistic layover times have greatly disappointed me, and I urgently need this matter addressed and refunded to the card used for booking. The uncertainty surrounding my return flight is causing me distress, as Kiwi's assurance and assistance seem lacking.

I experienced significant difficulties this morning trying to book return and outbound flights from Sevilla to Ponta Delgada for July 5-14, [redacted]. Despite multiple attempts and providing my bank details, I repeatedly received an error message stating "Sorry, we are not able to book this itinerary", only to be offered the same flights I was attempting to book. Screenshots were taken of all failed attempts. Eventually, I successfully booked the exact flights through Ryanair and Azores Airlines directly. I am seeking clarification on the issue that prevented me from booking through www.kiwi.com to enable me to proceed with an online claim. Please review and consider updating your customer support procedures.

I am looking to book a trip from Denver to Barcelona, then Rome, and back to Denver. I've come across a good flight deal, but I'm unsure about the baggage policy. The site mentions a weight limit of 15kg, which is only about 33 pounds, quite low for a three-week journey. It also states only one bag per person with an additional cost of $[redacted] for bags. I'm unsure if this fee applies to all legs of the trip. Could someone provide more information on this? Thank you for your help!

Hello, I'm Thomas Edwin Teagle. My friends and I, along with my wife Laura Sanchez, are headed to Leon, Mexico on September 11, [redacted]. My Kiwi booking number is [redacted]6. There seems to be a discrepancy as my booking name is listed as Thomas Teagle, however, my passport and California driver's license show my full name as Thomas Edwin Teagle. Could you please update my boarding pass and travel documents accordingly to Thomas Edwin Teagle? Thank you. Thomas Edwin Teagle

Hello, I am Mark N. Fermindoza. I have a booking with Kiwi.com, number [redacted]1, for a flight from Tokyo to Manila on April 23, [redacted]. When I was at Sapporo New Chitose Airport heading to Taipei Taoyuan International Airport on Malindo Air's flight OD889, we were denied boarding due to not having a visa for Taiwan and a hotel booking there. Despite our short 3-hour 35-minute layover before heading to Manila, they refused to let us board the connecting flight. We were asked to leave the airport around 1600H as it was closing and had to find and pay for our own hotel stay and a new flight to Manila. I am requesting assistance to rebook our flight to Manila, refund our expenses for the stay at Karaksa Hotel, and cover the cost of the canceled Malindo Air and Cebu Pacific flights. My family and I are stuck in Sapporo, feeling tired and worried, jeopardizing my work in Manila. We urgently need to return to Manila soon. Please contact us via email or reach us at Karaksa Hotel Sapporo, Japan, room number [redacted]. Thank you. Sincerely, MARK N. FERMINDOZA

Hello, I am looking to book a one-way trip from Lagos to Manchester with a layover in Milan. The flights are on Air Italy IG841 and Flybe BE7354. Before finalizing the booking, I noticed on the Kiwi.com website some information regarding the need to check in separately for each connecting flight, the possible requirement of a transfer visa at check-in, and the need to collect and recheck baggage. This is new to me, and I just want to ensure it won't impact my trip. As a British citizen residing in the UK with a British passport, I am unsure if this is a standard procedure or if I need to make additional arrangements for a visa in advance. Any advice would be appreciated.

Booking No. [redacted]2 on 04/24/[redacted]: My husband and I were waiting for our Silver flight to arrive at FPO, but it was delayed by about 20-25 minutes. This caused us to miss our connecting Spirit flight from FFL to ATL. Despite having an hour layover, we had to land, walk outside the airport, take a bus from terminal 1 to terminal 4, and go to the Spirit kiosk where we were directed to see an agent. We waited in line with a bit of a delay. Unfortunately, we were informed that we missed the flight and had to pay over $[redacted] for the next one. I would like a refund for our missed flight and suggest that an hour layover may not be sufficient for all the necessary steps. It was a challenging day for us, especially since it was our first time using your site for our Bahamas trips. I usually travel there every month. Despite Silver Airlines being late, I hope we can resolve this issue. Thank you.

My flight from Cayman to New York is delayed, causing me to miss my connecting flight to Stockholm with Norwegian. Unfortunately, I was in the midst of boarding when I tried to send a message earlier, so it might have been cut-off. To reiterate, my booking reference is [redacted]0. The delayed flight from Cayman to New York (Ref. XTHWDT) was KX792 scheduled for 15:35. Consequently, I missed my connecting Norwegian flight DY7006 (Ref. VMEL7D). I've been advised by Norwegian to contact kiwi.com to facilitate changing my reservation for the next available flight on the 26th of April, around 21:55. Thank you for your assistance.

Hello.. I have contacted you twice regarding my booking No. 39 [redacted] [redacted].. Unfortunately, I am unable to take this trip.. Initially, I wanted to cancel it, but as it's non-refundable, I opted for a change in the booking.. I have already provided the details for this.. It is the flight from Munich to Palma on the 15th of October at 9:55 with Laudaair and back on the same day at 20:45 with Condor.. The price for this was [redacted].-- at that time.. Yesterday, I received an email stating an increase in the flight prices to Palma.. Since I didn't hear back from you when the flight was [redacted].--, I assume I will still get it at that price.. It's not my fault that you couldn't contact me in time.. Also, you have already charged me a cancellation fee of 20.-- euros for the flight with the above booking number even though it's still booked.. Kindly refund this amount and provide me with feedback on my booking change.. If the flight price is higher than when I originally intended to book to Palma, then I will opt out.. My future plans with Kiwi.com are also affected by this.. It's frustrating not being able to communicate with you.. I waited in the queue for over 30 minutes, although it was stated that the maximum wait time is 10 minutes.. Since a trip should always start positively, I must say I have not experienced a professional attitude from your side. Please give me a response now.. Otherwise, I am considering taking further steps. Regards, Evelyn S.

I made a reservation on your website last Wednesday. Unfortunately, I did not receive a confirmation email with my reservation number, yet [redacted]€ was deducted from my bank account (transfer code: 5AUO4MC - kiwi.com ETB RNO), indicating the reservation likely went through. The reservation was for Manuel Ange Benedict, a French national born on 02/08/[redacted], for a trip from Bangkok to Marseille. The first flight is from Bangkok to Rome on Thai Airways. I received a reservation number from Thai Airways via text message, leading me to discover my provided email was a "kiwi" email address. I am now unable to access my flight from Rome to Marseille as I lack a reservation number to modify my personal information on your website. I am unable to locate a contact number to reach out for assistance. Without resolution, I risk being stranded in Rome despite paying for the full journey. Please send me a confirmation email at: [redacted] or provide me with a reservation number. Thank you for your attention. Sincerely, Manuel-Ange Benedit.

Good evening, I found a flight on the 24th of May on the "momondo" website and was redirected to Kiwi.com. My booking is now completed, but the date for my flight has changed. The ticket is now for the 25th of May. Please issue my ticket for the desired date, the 24th of May [redacted]. The departure times remain the same! Regards, Hildegard S.

I, Elli Sackstein, am seeking proper compensation for a flight cancellation by Philippine Airlines on April 8, [redacted]. I purchased two tickets from Camiguin to Cebu through Kiwi for $[redacted] each. The cancellation was due to severe weather conditions. Despite contacting the airline representatives, they were unhelpful and did not offer any alternatives. I ended up purchasing new tickets for April 9 with Cebu Pacific Airlines costing 8,[redacted].36 PHP. Additionally, I had to book another hotel night in Camiguin for $45.79. The delay caused me to miss my subsequent flight with Air Swift to El-Nido, incurring another cost of 10,[redacted] PHP. Also, I was unable to use the hotel booking in El-Nido, which was $73.86. Altogether, the extra charges for the two flights totaled 18,[redacted].36 PHP, approximately $[redacted]. The additional costs due to the cancellation including the night in Camiguin summed up to $[redacted]. I am requesting fair compensation for the direct damages and inconvenience caused. Thank you, Elli Sackstein.

Hello, I'm Rais Ahmad. I booked a flight with you using the reference number [redacted]. I encountered an issue with the payment confirmation through INDIGO and contacted their support team. They advised me to make the payment, assuring that the previously debited amount would be refunded to my eNett Mastercard account. After waiting for three weeks, I followed up with them, and they confirmed that the refunded amount of [redacted] INR had been credited back to my Mastercard account. I kindly request the reimbursement of this amount. Feel free to contact me for any further queries or clarifications at my mobile number +[redacted]9.

I recently spoke with your help desk and was informed that the email I sent to [redacted] on April 14, [redacted], was not on file. In the email, I provided information about the Portable Oxygen Concentrator (POC) I intend to bring on my flight to Bucharest on June 4. I also included JPEGs of relevant documents. Despite my efforts, I was told that your records show I had refused to provide this information during a phone call on April 16, which is inaccurate. I am disappointed by this discrepancy and concerned about the integrity of your employees' record-keeping. I urge you to investigate and address this issue promptly. In my correspondence, I emphasized the importance of this matter and requested email confirmation of your attention and updates. I require the POC and a carry-on case for medications, as well as acknowledgment of this message and an apology for the inconvenience caused. Thank you for your prompt attention to this matter.

Good day, We purchased tickets through your company; however, a company strike resulted in the cancellation of our flight. Therefore, we would like to request a refund. Below are the necessary details for two bookings with the same flights for a total of 4 persons: 1/ Kiwi.com booking number: [redacted]1 Passengers: Jana Š, Michal H, Zuzana R Route: Helsinki - Vienna (via Copenhagen) Date: April 26, [redacted] Kiwi E-ticket attached 2/ Kiwi.com booking number: [redacted]3 Passenger: Denisa D Route: Helsinki - Vienna (via Copenhagen) Date: April 26, [redacted] Kiwi E-ticket attached As soon as we found out on the morning of April 26, [redacted], that SAS had canceled our afternoon flight, flight no. SK1713 (Helsinki - Copenhagen), we contacted your online service, and they advised us to contact the airline directly. We did not receive any prompt solutions or alternative flights, so since we needed to depart that day, we canceled the second flight at SAS personally at the airport and arranged an alternative solution ourselves. They informed us that regarding a refund, we should contact you. Therefore, we request a full refund of the costs associated with this trip for the passengers mentioned above. Thank you in advance for your willingness and cooperation.

Hello, I received your email regarding the discrepancy in baggage fees while traveling from Krakow to London. The e-ticket from Kiwi.com indicated priority boarding, but the provided tickets indicated non-priority status, resulting in an additional €20.00 charge per suitcase. As customers, we followed the agreed-upon terms with Kiwi.com. Please advise on how this issue will be resolved. We have not yet received an invoice from Ryanair for the baggage fees. We will address this with the company separately. If you require more information, feel free to contact me. Thank you, C. R. (+[redacted]01)

I made a booking through Kiwi.com for a trip from Bangalore to Cambodia with a return flight on booking number 27 [redacted] [redacted]. All the flights were booked on separate PNRs, leading to issues with visa requirements and baggage rechecking at transit stops. Air Asia managed to merge our PNR on the outbound journey due to visa requirements, but we had to pay Rs. [redacted]/- for this service. Unfortunately, on the return leg from Phnom Penh to Bangalore, a delayed flight to Bangkok caused us to miss our connection, forcing us to buy new tickets totaling $[redacted]. Despite Kiwi refunding $50, we had to spend nearly $[redacted] more overall. When contacting Kiwi's customer service on 17 Apr, they couldn't assist with the situation. The transit time booked by Kiwi was insufficient, causing us significant inconvenience and financial loss. If the flights had been on a single PNR, this issue could have been avoided. I am dissatisfied with the service and won't be using Kiwi again. I am also seeking a refund for some of the additional expenses incurred.

My name is Pamela Thomas, and my booking number is [redacted]9. I previously reached out using my sister's email, [redacted], about canceling my Minneapolis flights due to a broken ankle and DVT risk. I have submitted the requested proof via the form provided. I requested the cancellation details be sent to my sister's email for insurance purposes, but I have not received a response. Kindly send the confirmation promptly so I can forward it to my insurers. Your prompt attention to this matter would be greatly appreciated. Please forward the relevant information to both my sister's email and mine if possible. My email is [redacted]

I had a flight booked from GLASGOW to Manchester at [redacted] on April 23rd. Upon arrival at the airport, there was no flight, and I was accommodated at the Scotia Airport hotel. I was assured I'd receive a refund for the inconvenience since we had to fly the next day. However, the refund I received, around 86 pounds, was much lower than expected. I ended up having to pay an extra 40 pounds for a checked bag and 30 pounds for meals that were not provided on the new flight. Considering the additional expenses of 70 pounds and the inconvenience, an 80-pound refund is inadequate. I also incurred costs for two taxi rides to and from the airport. My booking reference for Manchester to Shetland was [redacted], amounting to nearly [redacted] pounds. Please, could you thoroughly investigate this matter and provide appropriate compensation for the inconvenience? Looking forward to your prompt response. Thank you. - Mrs B Maroney

Good morning, Regarding the below booking, we are currently at Montego Bay airport where we were informed that the flight departed yesterday. We received no prior notice or written communication about this. We are now facing difficulties without any assistance or solution offered. I tried calling for assistance from Italy, but it was ineffective. This situation, wasting time and money, is unacceptable. We are in a foreign country without any support and, most importantly, unable to return. I have attached the new bookings I had to make to return to Italy, my home country, after this incident. The total cost, including expenses from your website, amounts to EUR 3,[redacted].91. Naturally, the charge will be debited, along with other costs incurred. I also intend to assess the damages I have suffered. Arianna T. Cell: [redacted]