Kiwi.com Customer Service Issues

I recently booked a flight from New York Stewart International Airport to Dublin with a layover in Bristol. After being informed my initial card was declined, I used a different one to secure the booking. Unfortunately, I was charged on both cards, resulting in double billing. When I contacted kiwi.com, they advised me to purchase a Google card with $[redacted] loaded on it for a refund within 20 minutes, which seemed suspicious. Upon further questioning, they abruptly ended the call. Subsequent calls led to them asking for $[redacted] on a Google card for a refund. I tried to discuss rebooking a flight but was denied. I need assistance in resolving this issue promptly. Regards, R J Harris

Good day, Unfortunately, an unacceptable situation occurred with my booking: despite carrying out all the necessary document and visa verifications and receiving confirmation from gov.uk that no transit visa was required to catch my connecting flight back home, and successfully passing passport controls at the airport, the staff did not allow me to board. Their excuse was: "there is no transit zone at the arrival airport, so you cannot board." The absence of information on the lack of a transit zone was not specified anywhere, and given the current issue, it should have definitely been provided. As a result, I missed all four of my flights!! Booking reference number: [redacted]6 As the incident was completely unacceptable, I request a refund for my missed trip. I look forward to hearing from you soon. Thank you.

Kiwi Trip #[redacted]2 I am disappointed with my recent booking experience through Kiwi.com. I had selected the Norwegian Airlines Low Fare Plus package for my flight from MCO to CDG, expecting it to include checked baggage, meal, and free seat selection. However, upon checking my reservation on the Norwegian Airlines website (#UQ6WRA), I discovered that I was booked under the Low Fare option, missing the meal and seat selection. This discrepancy was not what I intended when booking. Kiwi.com failed to provide complete information about these options during the booking process. I am now seeking either a cancellation of the booking or a complimentary upgrade to include the meal and seat selection. Additionally, I had purchased Ancillary service to assist with flight issues, but it seems that the problem lies within Kiwi's system itself.

My son Ross J Fitch had a flight booked with your airline from Portland, Oregon, to Ubon Ratchathani, Thailand, traveling last Tuesday. I believe he flew from Portland to Seattle, then to New Delhi, and finally Ubon Ratchathani. I am anxiously waiting to hear if he arrived safely at his destination. Ross was feeling unwell, and I, his worried mother, have not received any communication from him. He usually contacts me from New Delhi International Airport to confirm his safe arrival. I'm concerned he might be hospitalized. Ross James Fitch, born on 12/14/[redacted], has his US passport and documents proving he is an ordained Buddhist Monk in Thailand. Please assist me in confirming that my son is safe and unharmed. I am willing to provide any necessary details to ensure his well-being. As a mother, I earnestly request your help in confirming his safety. Thank you sincerely. My name is Rebecca Ann Fitch, residing at [redacted] N. McKinley Park Avenue, Meridian, Idaho [redacted]. Contact me at [redacted].

1. I made a booking with Spicejet for the 13th of May [redacted] using booking #[redacted]3 and PNRWDDF4Q. The online cost was 5,[redacted] INR. The exchange rate on that date was between 88-89 INR for 1 US$, approximately US$88. The charge on my Schwab Bank/Visa card showed at $[redacted].53, paid to KIWI.Com sro with reference number #[redacted][redacted] on 10th May [redacted], resulting in an overcharge. 2. My check-in experience was very confusing. Initially informed of a flight delay, when I returned after buying a coffee, I was told the counter was closed and denied any delay. The counter staff was unhelpful and made no effort to assist me, despite having time to accommodate me on the flight. There was no offer to resolve the issue. 3. Forced to buy a new ticket, I purchased a GOAIR ticket for the DEL-IXT flight the next day at [redacted], costing 6,[redacted] INR at the airport. The ticket was essentially the same as the one I initially bought online via kiwi.com for the Spicejet flight. 4. Without a smartphone, I tried to reach kiwi through the internet, but their email/chatline wasn't functional. This led to my purchase of a second ticket. I am seeking a refund for the overcharged Spicejet ticket and compensation for being denied boarding. Having traveled to [redacted] countries, I researched kiwi.com's reputation and found my experience to be an anomaly.

Hello, my Kiwi booking number is [redacted]. The first flight from STL to MCO with Frontier Airlines went smoothly. Unfortunately, the second flight from MCO to LGW with Norwegian Air UK was canceled, causing me to miss my connecting flight to LIS with TAP Airlines. I am very dissatisfied with Norwegian Air UK due to the way they handled the situation. The flight cancellation was prolonged with multiple postponements before being officially canceled around 11 PM, leading to unnecessary delays and confusion. Moreover, when they promised hotel vouchers, it took an additional three hours to distribute them, resulting in a late check-in at 3 AM. The rescheduled flight the next day had an early check-in time of 8 AM for an 11 AM flight, which was further delayed to 2:30 PM, causing inconvenience. As a result, I had to pay for a last-minute flight from LGW to LIS and missed out on pre-booked activities in Lisbon. I hope to receive compensation from Norwegian Air UK for their unprofessionalism. Thank you, Bobby Babak Mojdehi

Dear Sir or Madam, Our connecting flight in Palma de Mallorca to Ibiza has been canceled. We have been trying to reach you by phone for over an hour! None of your numbers are working! KIWI is totally letting us down!!!! What should we do? Our flight to Ibiza has been canceled, the next flight is full, and the one after that too. We are only supposed to fly at 4:00 PM!!!! This is unacceptable! In Ibiza, our hotel and rental car are waiting, everything will be lost if we don't arrive on time. We need to fly NOW, or at least SPEAK WITH YOU! WHERE IS THE KIWI GUARANTEE? Who will compensate us for the loss? The lost day at the airport? We have been traveling since 3:00 AM!!!!!!!!! We would then be traveling for 14 hrs!! HELP US!!!!! Please call us!!!! DETAILS: Christin F. (Booking Number: [redacted]1) Peter A. (Booking Number: [redacted]4) Phone Number: [redacted] 12 [redacted] and 0[redacted]

Hello team, I hope you are doing well. I tried contacting your team on May 9th but did not receive a response. I am following up on my previous email regarding the cancellation of my flight from Mykonos to Athens on May 6th due to bad weather conditions (Flight no: V74125), causing me to miss my connecting flight to Barcelona (Flight no: VY8103). Volotea provided assistance with transfers to a hotel for the night, organized a ferry to Athens the next day, but lack of information during the ferry trip caused confusion and stress. I had to make last-minute arrangements for accommodation and flights which incurred unexpected costs. I kindly request a full refund for my flights and compensation for the inconvenience. I appreciate your prompt attention to this matter. Best regards, Laura K.

I have encountered two unfortunate issues with my recent travel experience: Firstly, I was unexpectedly charged for a boarding pass at San Francisco International Airport during check-in. Despite receiving an email from Kiwi.com on May 20th stating my boarding pass would be available within 8 hours, I did not receive it. Upon arrival in my destination country, I received text messages prompting me to check-in online; however, being abroad, I did not receive these messages. There was also no indication that online check-in was compulsory. At the airport, I was informed that the issue was related to the booking broker, Kiwi.com, rather than the airline. I was given a receipt to present to Kiwi.com for further assistance. Secondly, I had pre-booked a vegan meal which I confirmed at the check-in desk. Sadly, upon meal service, my name was not on the list, and the airline had no vegan meals available. I received parts of different meals and fortunately had snacks I brought along to sustain me. Could you please investigate these matters and provide clarification on why my refund request was rejected? Your prompt attention to these concerns would be greatly appreciated.

My daughter purchased a ticket for a flight from MCI to Guatemala City departing on May 15 through your service. The ticket involved a switch from United to American Airlines in Denver where she was asked to re-check her luggage and pay for it once more. This unexpected additional charge caused inconvenience, especially since she had already paid for luggage initially. I believe a refund for the duplicate luggage fee would be appropriate given the circumstances. The trip was particularly stressful for her as she was returning home for medical care. Please reach out to me via email at [redacted] The booking number associated with her trip is [redacted]. Thank you. - Melissa Cox

I am disappointed with my booking experience. Reference [redacted]9. I requested extra baggage, but it was declined because it included unwanted Priority boarding, which was full! I sought advice from a Kiwi.com operator, who suggested canceling the booking (with no guaranteed refund) or adding baggage through Ryanair. Ryanair required the booking number, email, and phone number, which Kiwi.com couldn't provide. After a 30-minute wait on hold and no progress, I gave up. The operator couldn't find a manager to assist me. I hope to receive a prompt resolution to this issue.

I am really frustrated right now. I had no idea that your website would be this confusing, and I am feeling anxious. As a person with limited mobility and unable to walk, it's crucial for me to have wheelchair assistance throughout my journey from Oklahoma City to Tunisia. When I contacted the airline for the second part of my trip, they couldn't find my information. I am concerned about potential baggage fees from each airline. My booking number is [redacted]2, and my reservation number is K699XF. I apologize for the oversight in providing my details earlier. -Sammie Kay Wagner

Hello, I am interested in adding 10kg of hand luggage for each passenger on our flight. The flight we found is £[redacted] per person, but we are unable to add the 10kg hand luggage option, only the 20kg option which we do not need. Our outbound journey consists of Ryanair FR3238 with a layover in Brussels before taking Ryanair FR8172 to our final destination. The return journey is on Condor DE509 to Hamburg for a 12-hour layover, and then Ryanair FR3502 to our final destination. We would like to add 10kg for both the outbound and return journeys. Can you help us with this? Additionally, I would like information on the self-transfer procedure. Lastly, will we be provided with overnight accommodation during our 12-hour layover in Hamburg? Your prompt response would be greatly appreciated as our booking decision depends on these matters. Thank you for your assistance. Best regards, S.

Dear Kiwi Customer Support, I am writing to express my dissatisfaction with the handling of my refund request. I am aware that Turkish Airlines declined to issue a refund for my canceled flight, as they indicated this policy to me previously. However, my concern lies with Kiwi as the booking platform. In my case, I purchased a ticket from Chisinau to Atlanta, unknowingly booking two separate flights through your platform. Upon further investigation, I discovered that booking separate and unconnected flights for different legs of a journey can lead to complications when facing cancellations or delays, a fact that seems to be a recurrent issue according to various online sources. I believe Kiwi is well aware of this matter, and I now request a refund directly from you. I am not satisfied with the delay tactics of referring me back to the airline without acknowledging your responsibility in this matter. Despite my efforts to seek a resolution promptly through your online portal following the cancellation of the first leg of my journey, I faced delays in your response, leading to increased frustration and inconvenience on my part. I urge you to adhere to the terms and conditions outlined in Article 5, Paragraph 6, which should entitle me to compensation under EU Regulation [redacted]/[redacted] for the disruption I experienced. I have already provided you with all necessary documentation related to the flight cancellation and my attempts to rectify the situation through your platform. Therefore, I once again request an immediate refund of the funds owed to me. Thank you.

Hello, I encountered issues with booking a flight through the Skyscanner app. After the first flight I booked was mistakenly marked as sold out by Kiwi.com and had to be refunded, the app restarted and changed the dates for my second booking without my approval. Desperately needing to travel to Vietnam due to a family emergency, I faced a series of difficulties trying to get a refund from Kiwi.com. Despite numerous attempts to communicate my situation via phone and email, I faced language barriers and unhelpful responses. The refund process proved to be frustrating and futile, leaving me disheartened by the lack of customer service support. Even after two years, the issue remains unresolved, causing me great distress. I have all the necessary emails for reference and hope for a prompt resolution from Kiwi.com. Thank you for your attention to this matter. Regards, Jody Cahill.

Hello, I made a flight reservation yesterday for a trip from Montreal to Amsterdam on July 5th. I initially booked a one-way ticket for my vacation plans, but now I need to change it to a round trip from Ottawa to Amsterdam, returning on August 8th. I found a flight on your website for around [redacted] euros. Is it possible to make this change without incurring high fees? Thank you for your assistance.

Hello, I recently purchased two tickets for my wife, Justyna L., and my son, David B. L., for a direct flight from London to San Francisco. However, after contacting United Airlines, I was informed that my son was booked on a different flight with a layover in Chicago. This is despite us booking the tickets together and receiving reservations that showed both Justyna and David on the same flight. I am seeking assistance to rectify this issue so they can both be on the same direct flight as originally planned. Their return date is June 20th. Here are their reservation numbers: Justyna Lisowska - [redacted]0, David Barros Lisowska - [redacted]6. Your help in aligning their flights to the direct route would be greatly appreciated. Thank you.

Flight Cancellation Assistance Needed I am in a predicament as my flight from Oran, Algeria to Alicante and then to Bergen, Norway on Wednesday the 5th of June, [redacted] at 23:30 got canceled. My booking number is [redacted]2, and my name is Cherif Hachemi. I need help figuring out how to get back home to Norway. Please advise me on the solutions your service can provide. I am eager to hear how you can assist me. I anticipate your prompt response.

When I tried to check in for my flight, the system indicated that Kiwi would handle it. On the day of the flight, I discovered the check-in wasn't completed on time, resulting in an unexpected charge. I contacted Kiwi, and the representative I spoke to apologized for the oversight and completed the check-in for me. However, the call resulted in a £31 charge, which I believe I shouldn't have incurred as it was Kiwi's error. I am requesting reimbursement for this cost. This issue occurred on the 15th of May, and the charge appeared on my phone bill on the 8th of June.

We received an email regarding a change in our flight from Busungua to Dumaguete on 31/7/19, now with a 15-hour layover in Manila. We've found an alternative on Kiwi.com which departs at 8.10am with Cebgo via Manila and then a 14.50 flight with Cebu Pacific to Dumaguete. Can we please switch to this flight? We initially booked the original flight for the 3-hour layover rather than 15 hours.