Kiwi.com Customer Service Issues

Dear Kiwi, I am looking to book a flight from Singapore to Saudi Arabia. I am an Indian citizen with a Saudi Arabia work permit and resident status. I am interested in booking a Scoot airline flight from OOL to RUH on August 31 at 9 AM with a duration of 58 hours and 10 minutes, with layovers in JED, SIN, and MED. I have a query regarding my departure from Jeddah. After my migration process in Jeddah, I plan to exit the airport on August 31 at 20:40 for a 15-hour layover. Would I be able to leave the airport during this time and then catch my Medina flight on September 2 at 10:40? I am considering skipping the Flynas flight and taking the flyadeal flight on September 2. I hold a Saudi Arabia work permit and residence visa. Best regards, M.S. Mobile: [redacted] Email: [redacted]

I paid approximately $[redacted] for the second piece of luggage for my trip from New York to Belgrade on June 16th. However, Swiss Airline did not have a record of this payment for the leg of my journey from Zurich to Belgrade. Despite showing them the ticket KIWI sent me confirming the payment, I had to pay 92 CHF at the airport to avoid missing my flight. This lack of communication and support from your company caused me a great deal of stress and disappointment. I have the invoice from Swiss Airline and request a refund to my credit card. To cover the currency conversion costs and the inconvenience, I ask for an additional 20% refund on top of the luggage fee and 50% of the ticket cost for the stress I experienced. My booking number is 50 [redacted] [redacted], and you can reach me at [redacted] to provide the invoice.

I recently received information that my checked baggage for booking number [redacted]2 could not be added to my ticket. I was advised to book it at the airport due to changing flights twice, which could lead to a significant increase in costs. I was informed I could request a baggage refund but I am hoping for a ticket refund or some assurance of the same price. Traveling with my daughter who has epilepsy, I carry a large amount of antiepileptic drugs that must go in the checked baggage. Without this option and only relying on cabin baggage, it's not feasible due to the amount of medication needed for our journey. Ensuring the security of these medications is crucial. If the situation cannot be resolved as per our original agreement, I will need to request a refund for the ticket purchased yesterday. Thank you. Barbora Kyereko

A friend of mine booked a Ryanair flight through Kiwi, but we encountered issues with the check-in process. Despite arriving at the airport four hours before the flight and speaking with Ryanair workers before the check-in deadline, we were unable to check in without a booking reference number from Kiwi. The Ryanair staff refused to assist us and we were sent back and forth between different desks, ultimately resulting in a 60 Euro fee for late check-in. Additionally, I was surprised to be charged 20 Euros for a carry-on on each of the three flights I booked through Kiwi, as this was not communicated clearly on the website prior to booking. I am requesting a refund for the check-in fee incurred. The booking numbers for the flights are [redacted] and [redacted].

Hello, I’m Zack Solomon. My order numbers are [redacted]9 and [redacted]7. During my initial order, I misunderstood the request for Surname (last name) and entered “Mr.” I was advised to cancel and rebook due to time constraints, even though it seemed like a simple fix. After rebooking, I encountered issues due to the previous cancellation. The supervisors provided conflicting information on how long it would take to resolve the problem. The lack of efficient communication and quick resolution for a small mistake was frustrating. I hope the refund process can be expedited as waiting 10 days for the funds to return to my account is inconvenient. Thank you, Zack Solomon.

Hello, I have a booking with the reference number [redacted]1. My spouse and I have upcoming flights booked through kiwi.com as follows: July 18th, [redacted]: - Departing from Hamburg to Dublin at 10:35 am with Aer Lingus - Departing from Dublin to New York Stewart International at 02:30 pm with Norwegian International July 27th, [redacted]: - Departing from New York Stewart International to Dublin at 09:00 pm with Norwegian International July 28th, [redacted]: - Departing from Dublin to Hamburg at 09:25 am with Ryanair We are interested in adding 20 kilograms of luggage per person for a total of 40 kilograms for all four flights. Kindly provide us with the cost of this additional luggage in advance. We appreciate your assistance and look forward to your prompt reply! Thank you, Axel Schulze-Ketelhut

Dear Sir/Madam, I am writing to address my recent flight experience with Flight booking number [redacted]7 through JET2. My itinerary included flights from Newcastle to Antalya, then from Antalya to Istanbul. The first flight was meant to depart on Saturday, June 8, [redacted], at 15:15, but due to a delay, it arrived in Antalya at 23:15, causing me to miss the connecting flight to Istanbul at 22:50. I had to purchase an extra ticket for the next morning at 5:50, costing me an additional £70. I had no access to accommodation, resulting in a stressful and tiring night of walking until morning. I am disappointed with this experience and seek compensation for the missed flight and added expenses incurred. I anticipate a prompt response regarding this matter. Yours sincerely, Abolfazl Loge

To whom it may concern, I am inquiring about the issues encountered while trying to check in online with our reservations. My name and reservation number are Lydia O'Doherty [redacted]7, and my partner's name and reservation number are Miguel O'Riordan [redacted]7. We were unable to check in on the app's requested date, resulting in a €55 fee for my partner on the Dublin to Edinburgh flight. We are worried about incurring the same fees on our return flight or having to extend our stay in Edinburgh. We have screenshots and a bank statement as proof of the problems faced. As a long-term customer, I am disappointed by the service received. I trust that you will address and refund these errors within 24 hours so we can safely return home on time. Thank you for your attention to this matter. Regards, Lydia

I am a 77-year-old traveler. I had a flight scheduled from Toulouse to Boston on July 3, [redacted], with Air Transat and WestJet. Upon arriving in Montreal, I discovered there were no WestJet flights to Boston since June. Despite being in a French-speaking country, I managed to find a solution after some effort, as I couldn't reach Kiwi for assistance. I secured a reservation with Air Canada for July 2, as I didn't want to fly on the 4th due to safety concerns as an American. I expected reimbursement based on the guarantee, with claim #[redacted], yet I have not received it. I am disappointed by this and seek an explanation. I will share your response with my Facebook followers and await your reply.

Hello, I hope this message finds you well. I wanted to discuss booking [redacted]8 with you. Upon my research and speaking with local acquaintances in New York, it seems impossible for me to make the transfer from JFK to LGA within a three-hour layover and catch my flight. I am kindly inquiring if there is a possibility to change my flight free of charge to July 12th with the same airline and departure time. This situation has caught me by surprise as it is my first time using your services. I trust in your professionalism and hope for a positive resolution. Thank you for addressing my concern. I look forward to being able to rely on your services in the future and will happily recommend you to my friends. Thank you for your attention to this matter. Have a great day. Sincerely, Sophia

Hello, I am seeking assistance with one of our prior bookings. Despite reaching out for help, I have not received any assistance, and I am requesting to speak with a manager. During a flight that included a layover in London, our first flight was delayed, leading us to miss our connecting flight. This resulted in us being stranded in the airport, causing undue stress and expenses as we had to stay overnight and procure a nearby hotel, along with purchasing new pricey tickets for the next flight. This unexpected turn of events ruined our vacation. Following our communication with the company, we were advised to retain all receipts and subsequently send an email for a refund. However, we have not received any response yet. It has now been a year, and we are receiving messages from various employees stating that we have reached a limit on the refund. This is perplexing as the company assured us that we would be reimbursed for all expenses, considering this situation was out of our control and falls within the policy guidelines for flight disruptions. Thank you for your assistance.

Dear Kiwi Customer Service, I booked a ticket with Kiwi.com for my return from South America on a student budget. While booking, I wished there was a clearer warning about having to pay for luggage each time I checked it in with a new airline. Even though I didn't mind picking up and rechecking my bag, the inconvenience of paying for it three times on a one-way trip was unexpected. The multiple stops and short flights meant no meals were provided, leading to unplanned expenses on food and drinks. What caught me off guard the most was not being informed explicitly that my flight to Orlando was an overnight red-eye flight. This resulted in an uncomfortable 28-hour journey, an overnight stay at the airport, and additional costs of about $[redacted] USD. I feel that better communication regarding luggage fees, meal provisions, and flight details would greatly benefit future customers when booking through your site and app. Thank you for reaching out for feedback on my experience. Sincerely, Diana R.

I need assistance with the following issue: Booking Number: 48 [redacted] [redacted] Flight Details: Thursday July 4, [redacted] Flight IB404 From Madrid (MAD) at 15:45 To Jerez (XRY) at 17:00 Passenger Name: Ethan James Steimel - Reservation Number: P340K Passenger Name: Nicole Virginia Steimel - Reservation Number: P340K Our Norwegian flight from JFK to MAD was delayed by half an hour, resulting in us missing our IB404 flight with Iberia. The airline was unhelpful, and no alternative flights were available. We opted to take a train, spending an additional €[redacted] for a cab, train tickets, food, and tolls. We arrived at our destination over 6 hours later than planned. We request a full refund for our unused IB404 tickets and a €[redacted] credit at KIWI.COM to cover the additional expenses. We have receipts available if necessary. Thank you, Ethan S. Nicole S. [redacted]

Good morning, I need to clarify an issue with my airport experience related to booking [redacted]5 (Warsaw-Rome and Rome-Warsaw flights) with Wizzair. I specifically wanted to purchase 10 kg of checked baggage, not Wizzair priority. Although the luggage process at Warsaw airport went smoothly, at Rome airport, I was mistakenly given Wizzair priority again. This meant I had to pay an extra 20 euros for additional luggage, affecting my purchase of Italian wine. I am seeking an explanation for how I received Wizzair priority instead of the 10 kg checked baggage I intended. I also request a refund of the 20 euros from kiwi.com for this error. I will provide all necessary documents upon your response. Thank you, A.K.

Hello, I would like to share my experience regarding my recent flight with booking number [redacted]5 from Warsaw to Rome and Rome to Warsaw. My intention was to purchase 10 kg of checked baggage, but instead, I was provided with Wizzair priority, which was not what I wanted. At the Warsaw airport, everything went smoothly, and my luggage was checked-in as expected. However, upon arrival at the Rome airport, I encountered a situation where I was given Wizzair priority again, allowing me to carry 10 kg of baggage onboard. This was not my preference, especially as I had purchased Italian wine as a gift, which could cause issues at security. Consequently, I had to pay an extra 20 euros for additional luggage. I am seeking clarification on how I received Wizzair priority instead of the checked baggage option I selected, and why my 10 kg checked luggage turned into carry-on luggage. Furthermore, I am requesting a refund of the extra 20 euros from kiwi.com for this error. I will provide all necessary documentation upon your response.

I have booked a flight to France with KIWI.COM instead of Ryanair. I need to update the email address on my booking to mine so I can access it and use the Ryanair app for my boarding passes. It seems like there was an issue with the email address on my booking, and this is causing a problem for me. The reference number for my booking is G2JGJW, and my name is Mrs. Mandy Grantham. The flight is on the 26th of July to Limoges at 15:00 hours, flight number FR8776. I am feeling very stressed about this situation, so I would appreciate any assistance you can provide.

Dear Sir, I am Terry Okhamafe from Israel. In early June, I purchased a confirmed one-way Flight E-ticket for my cousin, Mr. Okhamafe Edwin Aigbokhai. The booking was made with your company "Kiwi." Unfortunately, on the 6th of July, he was denied boarding in Lagos for the flight to Sydney, Australia due to an error in the booking. My cousin holds an Australian student visa exclusively and is unable to travel to any other country. I kindly request your assistance in rebooking his flight on a more reliable airline for the 15th of July from Lagos to Sydney. Thank you for your prompt attention to this matter. Sincerely, Terry

To whom it may concern, I, Terry Okhamafe from Israel, purchased a one-way confirmed E-ticket Ticket No. [redacted][redacted] for my cousin, Mr. Okhamafe Edwin Aigbokhai, with booking No. 56 [redacted] [redacted]. The flight was from Lagos, Nigeria, direct to Sydney, Australia on July 6, [redacted], via "Kiwi" airlines. Unfortunately, my cousin, who holds an Australian student visa, was denied boarding in Lagos on the Etihad flight due to an error in the booking to Sydney. I kindly request for prompt rebooking on a different airline for July 15, [redacted], ensuring a smooth process this time. Thank you for your prompt assistance. Sincerely, Terry.

Dear Sir, I am Terry Okhamafe from Israel. In June, I purchased a one-way E-ticket for my cousin, Mr. Okhamafe Edwin Aigbokhai, with your booking number 56 [redacted] [redacted] for a flight from Lagos, Nigeria to Sydney, Australia on the 6th of July [redacted]. The airline was "Kiwi" with ticket number [redacted][redacted]. My cousin only has an Australian student visa. However, on the 6th of July, he was denied boarding by Etihad at Lagos airport due to an error in the booking. I kindly request your prompt assistance to rebook him on a more reliable airline for the 15th of July [redacted] from Lagos to Sydney without any further issues. Thank you for your cooperation. Sincerely, Terry.

Ich habe über kiwi.com einen Flug gebucht und mit meiner Kreditkarte bezahlt. Das Geld wurde abgebucht. Die Reisedaten lauteten auf die Passagiere S. Yilmaz und B. Yilmaz für einen Flug von Istanbul nach Dalaman hin und zurück. Als ich jedoch beim Check-in am Flughafen war, wurde mir mitgeteilt, dass unsere Tickets storniert wurden. Daher musste ich neue Tickets für [redacted] € erwerben. Warum wurden meine Tickets ohne mein Wissen storniert, obwohl das Geld schon abgebucht wurde?