Kiwi.com Customer Service Issues

Hello, I recently purchased tickets from Kiwi.com for a flight from Hong Kong to Islamabad, Pakistan. My booking number is [redacted]34. During the booking process, I was informed about the visa requirements for Pakistan. However, upon receiving the e-ticket, I noticed that there are two different ticket numbers instead of just one. I am only looking to check in once and receive my boarding pass for the entire journey from Hong Kong to Islamabad without any issues during layovers. Could you please clarify why I received multiple tickets with different numbers? Your prompt reply would be greatly appreciated. Thank you.

I'm Janine Mudrovich, referencing Booking ID [redacted]7. I flew from Seattle to London on June 28 with Norwegian Air. I encountered a $[redacted] baggage fee issue due to not having the NA booking number available when I called two days ahead as I booked via Kiwi. Tomorrow, on July 10, I'm flying with Norwegian Air from Rome to Boston and would like to prepay for baggage to avoid another $[redacted] charge at the airport. I appreciate any help you can provide.

I recently had a terrible experience with this booking agency. My flight was canceled on July 4th and upon return, my connecting flight on July 8th from Orlando to Buffalo was severely delayed, causing me to miss work. I had to purchase a one-way ticket from another airline at my own expense. This was my first time flying and the stress caused by this company has been overwhelming. I am requesting a full refund for the entire amount paid. I have spent the night at multiple airports without accommodations, and the situation has significantly impacted my health. I urge others to reconsider booking flights through this agency and hope to receive the necessary refunds promptly.

My name is Marcus Hickey. I purchased a plane ticket last week. Unfortunately, I am unable to log into my email to retrieve my itinerary number. The flight I booked is from Fayetteville, Arkansas to Munich, Germany on July 11, [redacted]. If possible, could you kindly provide me with my itinerary number or send the flight information to my stepmother's email address at [redacted] since I am having trouble accessing my own email? Thank you.

Booking #[redacted]5 I have an issue with Southwest Airlines as they rescheduled my flight and now it arrives after the boarding time of my connecting flight with Spirit Airlines. Southwest has offered a full refund, but I need the full fare refunded as I need to book a new flight today. Prices have increased since my last booking, so a prompt resolution is essential. Thank you.

I booked two pieces of luggage at 23 kg each to check in for my flight from Munich to Naples with a stopover in Olbia. I was charged 65 Euros for each luggage on my credit card and received a confirmation. However, at the Condor Desk at Munich Airport, I was informed that I only booked one luggage, and the confirmation was invalid as it was not in their system. I had to pay an additional 75 Euros for the one luggage from Munich to Olbia. Interestingly, when we checked in the two luggages with Volatea for the second flight in Olbia, there were no issues. I kindly request a refund of the 75 Euros that I paid at the Condor Desk due to the misunderstanding. Thank you in advance. Laura P.

Last Sunday, July 7th, my travel plans with Spirit Airlines were completely disrupted. Originally scheduled for a 6:24 am flight from San Juan, PR to Philadelphia and then on to Savannah, I experienced significant delays. My departure from San Juan was pushed to 11 pm, leading to an overnight stay in Philadelphia and a detour to Cincinnati before finally reaching Savannah at 2:30 pm. The resulting inconvenience included an extra day at San Juan's airport with personal expenses, a missed workday, and overall disappointment with the service. I expect not only compensation for these issues but also improvements to prevent such occurrences in the future. Thank you. - Claudia C. from Savannah, GA.

My family member has been stranded at London airport for over 12 hours due to the malfunctioning tower. It is frustrating that contacting customer service through email, live chat, and phone has not been effective in resolving the situation promptly. I am in touch with Kiwi as they are requesting an additional flight purchase after the cancellation. Exchanging emails is only causing further delays while my relative remains patient for the next-day flight. A phone call back from customer service would be greatly appreciated: [redacted]. Thank you.

FR1243 Budapest to Athens. Hello, my daughter and her boyfriend traveled on these flights from Skavsta today. They flew first with Wizzair to Budapest and then with Ryanair to Athens. However, something went wrong. They had packed tents, sleeping bags, underwear, and more in a larger bag which was sent to Budapest before their flight took off. They booked through Kiwi.com and they never mentioned the limitation on carry-on baggage. When their flight landed in Budapest, they couldn't retrieve their bag due to lack of time. Their entire camping vacation in Antiparos is now ruined as they refuse to send the bag to Athens. How difficult can this be? She was informed that the bag would be discarded. Is it acceptable to do this without finding a solution? Please contact me promptly regarding this matter. Otherwise, this will become news. Regards, a sad mother. Susanne Dehn [redacted]. I recommend reaching out to the Budapest airport and Kiwi regarding this issue. Wizzair and Ryanair do not have partnerships with each other. It seems that Kiwi booked a very tight connection since these airlines operate on a point-to-point basis, meaning they do not transfer luggage, especially between these two airlines. Passengers must collect and re-check their bags. The airlines themselves recommend allowing at least 4 hours for transfers when booking connecting flights.

Subject: Missed Flight Issue I ordered flight tickets from your site for June 28, [redacted], from Tel Aviv to Bordeaux with a connecting flight in Naples for Mr. Ami Cohen and Ms. Sinaya Pujol Elmurgui. Booking Number: #[redacted]6 Upon booking, it was not clear that the connecting flight at Naples was insufficient allowing only 30 minutes between flights. Due to this, we missed the connection to Bordeaux and had to book an alternative flight through Paris at extra cost. I urge you to respond promptly as I intend to claim reimbursement for the additional expenses incurred due to this oversight. Thank you, Ami Cohen Yefet Street 38 Tel Aviv, Israel

During my layover arranged by Kiwi in Bologna, Italy, a TAP Airlines representative informed us that our flight would depart in two hours. Upon checking the gate, we discovered they were not boarding. After a brief coffee break, we returned only to find that our flight had departed, leaving us stranded. Unfortunately, there were no TAP representatives in the airport, only a general help counter for multiple airlines. Despite explaining our layover situation, the offered solution was a [redacted] euro flight to SFO. Unfamiliar with the language and with no support, we were left with no choice but to spend an additional $[redacted] on alternate flights, airport transportation, and endured significant stress. I am requesting a refund for the return flights from Athens to SFO as we did not receive the service we paid for, faced distressing circumstances, and were left without assistance in a foreign country. Kiwi should take responsibility for this by refunding these flights and reconsidering their partnership with TAP Airlines due to their negligence.

Hello, I have a Kiwi reservation with number [redacted]1. During my upcoming trip, I will be flying with Ryanair from Sevilla to Fuerteventura on July 15th, then with Canary Fly from Fuerteventura to Las Palmas on the 24th, and finally with Vueling from Las Palmas back to Sevilla on the same day. The e-ticket includes 1 bag weighing 20 kgs for me and 1 bag weighing 6 kgs for my wife. Since each airline has different rules for baggage allowances, I am seeking clarification on the specific dimensions, weights, and types of additional items we can carry on board for free, apart from the two checked bags mentioned above. Your assistance is greatly appreciated. Thank you.

Hello, I wanted to share my recent travel experience with you. I had a flight booked to go from Florence, Italy to Natal, Brazil on Saturday, the 13th through Kiwi with ticket number [redacted]1. Unfortunately, the flight from Florence had a one-hour delay, causing me to miss my connecting flight in Lisbon to Recife, scheduled for 23:40. The only option presented to me in Lisbon by TAP staff would have gotten me to my final destination on Tuesday, the 16th, which would have made me miss an important work conference starting on Monday, the 15th. I had to make the difficult decision to cancel my conference plans and return to Florence. I am reaching out to request a refund for my ticket, which was covered by Kiwi insurance Travel Plus, under insurance number SKY[redacted]. Thank you for your attention to this matter. Regards, Duccio F.

In 12 days, I have a flight booked that includes transfers in Brussels with Ryanair and Wizzair. I forgot to add priority when booking through Kiwi.com, so now I am limited to just a small personal item. I plan to purchase a small 10kg check-in luggage or priority on the airline's website up to 2 hours before the departure. Unfortunately, I can't do this without Kiwi.com credentials, even after receiving my boarding pass. If I could have the email address associated with the booking and the reservation number, I could manage the bookings post boarding pass collection. Thank you, B.P.

Hello, I am sharing my recent experience traveling with your airline. On July 27th, I flew from Mexico to Europe with Kiwi booking number: [redacted] (reservation number: [redacted]). My name is Mairis Voldins and the ticket was purchased by my friend, Arturs Hans. Despite starting my journey smoothly from Monterrey to Cancun, I encountered a problem during my transfer to the flight to London Gatwick. I was not informed that I needed immigration papers, leading to a stressful situation as I rushed to the immigration office with only 2 minutes left before the boarding gate closed. Unfortunately, no one from the airline or the England office was able to assist me promptly. This experience was very disappointing and costly. I believe important information like the need for immigration papers should be clearly stated on tickets. I am hoping for a positive resolution and compensation for this distressing experience. I look forward to your response and providing my bank information for compensation purposes if necessary.

I made a booking for a flight to Germany on the 13th of July via kiwi.com on skyscanner for myself and my daughter. Unfortunately, I mistakenly entered my name on both tickets. I promptly contacted kiwi through manage my booking to correct one ticket to my daughter's name. Kiwi assured me on Tuesday, the 16th of July, that the problem was fixed. Today, the 19th of July, was meant to be our travel day, but the airline wouldn't let us board as there was no reservation for my daughter. I am quite upset about this situation and request Kiwi to either refund me or fix the issue and arrange a new travel date for me. My name is Faith O. and my booking number is [redacted]8.

I recently noticed a charge of $[redacted].00 from Kiwi when booking with them. I couldn't find any information on their website regarding this fee, and it wasn't detailed on my receipt, only on my monthly American Express statement. Additionally, the instructions provided for accessing their "live chat" feature by clicking the upper right-hand corner and scrolling down to "live chat" didn't work as no live chat option was available. I need assistance in contacting Kiwi to request a refund for this undisclosed fee.

Subject: Issue with Booking Refund Request I want to clarify that the issue I experienced was not with Norwegian Air but with your representative. Despite my lack of email access, he assured me he would handle booking our luggage and communicate via text if needed. However, his failure to do so resulted in a loss of money. I am seeking a credit for the price difference between your baggage fee and Norwegian Air's fee. I kindly request that you adjust our account accordingly. Thank you. Sincerely, J.W. Note from Kiwi.com: We reached out to the airline(s) regarding your refund request and, unfortunately, they have confirmed that no refund is possible. Please visit our Help Centre for further assistance. Booking Number: [redacted] No Refund Available: We regret to inform you that, upon contacting the airline(s), we have been advised that no refund can be processed for your booking. Please note that as no additional bag was purchased through us, a refund for baggage fees is not feasible. Thank you for your cooperation.

Dear Kiwi Customer Support, I recently booked flights through your website and have noticed a discrepancy in the charges between the invoice and my bank statements. For instance, for booking number [redacted]1, the invoice showed SGD$[redacted].17, yet my bank account was charged SGD$[redacted].20. Similarly, for booking number [redacted]1, the invoice showed SGD$[redacted].85, but my bank account was charged SGD$[redacted].11. I would like clarification on why there is a difference between the invoice prices and the actual charges on my bank account. I appreciate your assistance in resolving this matter. Thank you for your attention to this issue. Sincerely, Zeynep

I purchased flight tickets from Sacramento to Mexico City with a layover in Las Vegas through this website, combining Spirit Airlines with VivaAerobus. Unfortunately, upon landing in Las Vegas, Spirit Airlines did not notify me to pick up my luggage at baggage claim until an hour before my next flight. Rushing to get my luggage and return to the international terminal, I missed the boarding cutoff time for VivaAerobus. The single agent present was too occupied on the phone to assist me. Attempts to contact VivaAerobus were unsuccessful due to poor signal. This situation has been extremely inconvenient, and I have been unable to find assistance. When trying to reach a Kiwi representative, I was advised to purchase a Google Play card, which seemed suspicious.