Kiwi.com Customer Service Issues

Hello, I am Jalal Zahr. I booked a flight through Kiwi.com in April for a trip from September 6th, [redacted] to September 30th, [redacted]. I recently lost my job but have found a new one which conflicts with my original travel dates. When I tried to change the dates on the Kiwi website, I was quoted over $[redacted] for the change. As a repeat customer of Kiwi, I am requesting assistance to adjust the dates of my trip without incurring the $[redacted] charge. Any help would be greatly appreciated. Thank you, Jalal Zahr

I made travel arrangements through Kiwi.com for my upcoming trip including hotel stays, car rental, and activities. My flight from Santorini to Athens was initially scheduled for Saturday, December 7th, but I recently received an email informing me of a change to Friday, December 6th without any explanation. After contacting Kiwi.com, I was advised to reach out to Aegean Airlines for assistance. However, Aegean Airlines stated that since I booked through Kiwi.com, any modifications need to be handled by them. I am now caught in the middle of this situation and feeling extremely frustrated. I want to revert my flight back to December 7th and resolve this issue promptly without being redirected back and forth without a resolution.

I am sharing my booking number [redacted] and current contact number +[redacted]36. I am hoping for a call to address my issue. My flight from Madurai (IXM) was delayed by half-an-hour upon my timely arrival. The Indigo ground staff assured assistance to catch my connecting flight to Bangalore. Despite landing before my Bangalore flight's departure, I was not helped to board and missed it along with my international connection to Dammam. I managed a new booking to reach Saudi Arabia. The Madurai ground staff advised against using Kiwi.com, as they have been causing issues for passengers. As this situation was not my doing, I kindly request a prompt refund and compensation for my alternative flight.

I have made reservations for 4 individuals through kiwi.com for a flight from Jakarta to Pangal Pinang. Here are the specifics: 1. Booking Number: [redacted]1 2. Booking Status: Confirmed 3. Flight Number: JT [redacted] 4. Airline: Lion Air 5. Travel Date: 29th August [redacted] We have received a document/ticket that states 'PNR yet to be issued'. Please provide the issued tickets promptly. Additionally, kindly provide information on the check-in baggage policy as we are experiencing difficulty adding any check-in luggage for this flight.

Hello, this is my fifth trip with Kiwi organizing our flights. Everything usually goes smoothly. However, a week ago on 8/21, we encountered issues with our flight back home to Israel with connections through Athens and Kyiv to Tel Aviv. Despite not receiving confirmation documents by email initially, a kind woman from the Ukrainian flight company managed to rebook us on an Air France flight that took a longer route through Athens-Paris-Paris to Tel Aviv, significantly extending our travel time to over 8.5 hours, including an unexpected rushed hour in CDG Paris for our connection. Unfortunately, we did not receive any notification of this change from Kiwi, and we only found out about it last minute, causing inconvenience and health concerns as we prefer shorter flights. I'm looking forward to your explanation of why this happened, why we weren't informed promptly, and what compensation you can offer. Thank you, Hagar.

I recently received a text from Norwegian informing me that EuroAtlantic will be operating my international flight (DY7194) instead of their airline. Knowing this, I wouldn't have chosen EuroAtlantic due to the lack of onboard entertainment and negative reviews I've come across. As a first-time international flyer, this news has made me anxious about my upcoming journey. I am unsure if it's possible, but I would like to explore options to change this leg of my flight. Norwegian has been challenging to reach directly as I made my booking through Kiwi. Any assistance on this matter would be appreciated. Thank you.

I booked a flight through your website on Frontier Airlines from Charlotte, NC to Memphis, TN. The trip was split into two bookings and I was charged for luggage twice to reach one destination. I had already paid $[redacted].00 for luggage for three bags from Charlotte to Orlando, as we had a layover there. Upon arrival in Orlando, we were directed to baggage claim to retrieve our bags and then to the ticket counter for a new boarding pass to fly to Memphis. To my surprise, we were informed that we needed to pay for our luggage again, amounting to an extra $[redacted].00. This means I ended up paying a total of $[redacted].00 just for luggage on the journey from Charlotte to Memphis. I am seeking a refund for the $[redacted].00 luggage charge in Orlando, as Frontier advised me to reach out to you for a reimbursement since it was during a layover.

Hello, I am James Mason. I had a flight booked from Prague to New York today, departing at 11:45 am. The Czech Airlines flight [redacted] was the first leg to Amsterdam, connecting to Norwegian flight [redacted] to New York JFK at 3:15 pm. Unfortunately, upon reaching Amsterdam airport, an issue arose with boarding the connecting flight on time, and despite the flight being there, I was advised to buy a new ticket for tomorrow's flight. I have been stuck at the airport for hours. I require a new ticket from Amsterdam to New York for tomorrow, 9/6/19, due to missing my flight, not due to any fault of mine, but due to the connecting flight times scheduled through your website. Kindly reach out to me promptly so that I can make arrangements to return home tomorrow. Thank you.

I received a notification that my flight was cancelled and would be moved to a later one. The email had no clear option to manage the booking, only a link to cancel. After submitting a request to change to an available flight, Kiwi tried calling me twice without success. I had to submit another cancellation request to talk to them, and they called back the same day. The representative seemed unhelpful and defensive, mentioning company policy and implying I should have contacted them earlier. It was frustrating as the lady was dismissive of my situation, mentioning contact information I couldn't find. Kiwi's lack of customer service and difficult communication channels make me question supporting them despite their low prices. Their focus on costs seems to come at the expense of client care, and I won't patronize a company with such disregard for customers.

I booked a ticket on July 11th but needed to cancel it right away. I followed the instructions given by the Kiwi representative to contact both airlines. One airline promised a full refund, and the other mentioned a $20.99 fee for cancellation. Despite this, I haven't received the full refund from Kiwi yet. A manager assured me that no extra fees would be charged by Kiwi since I handled everything with the airlines to secure the refund. I am owed around $50 by Kiwi. I'm confused why the full refund hasn't been processed, considering I spent hours on the phone sorting this out. If the refund can't be processed, I'd like compensation for my time spent on the phone (6 hours at $60/hour = $[redacted]) or simply the remaining $50.53. I request a detailed explanation regarding this matter.

I booked my original flight from Vienna to London through KIWI.com and encountered a schedule change. The alternative options provided were not feasible due to an overnight airport layover. Despite expressing this to customer service and awaiting a response, I received an email from Kingsley.U confirming the alternative flight with the layover. I disputed this due to medical reasons concerning my disabled wife. After a debate with an agent, I requested escalation to a supervisor, Ian #[redacted]5, who provided this email address. I am seeking either my original direct flight or an acceptable alternative that avoids overnight stays in airports, considering my wife's mobility issues. I can be reached at 1-[redacted]. Your prompt attention to this matter is appreciated as I have identified alternative flights that could work without causing undue hardship to my wife. Thank you for considering our situation.

Hello, I am reaching out regarding my booking number [redacted]. On August 30th, my family and I flew from Italy to England with a layover in Ireland. We were surprised to be charged 55 euros per person for check-in, as this was not mentioned in the emails we received prior to the flight. Furthermore, we experienced a nearly 3-hour delay at Naples airport due to a plane issue, causing us to miss our connecting flight from Ireland to England. We had to pay an additional 75 euros per person to board another flight, even though the delay was not our fault. This whole ordeal was quite costly and stressful. I kindly request a refund for these unexpected charges. Thank you for your attention to this matter.

Hello, I am Margareta Hellgren. I traveled from Gothenburg to Barcelona on the 12th of September. My booking number was [redacted]6. Unfortunately, my bag was only checked in to Hamburg where I changed planes from Tjeckair to Ryanair en route to Barcelona. I was not informed to collect my bag in Hamburg, and I only realized this when my luggage didn't arrive in Barcelona. Despite contacting Tjeckair and Ryanair, they were unable to assist. I have reached out to Hamburg airport multiple times, but they have referred me to their "Lost and found" department, which I have also contacted via phone and email without any success. It seems likely that my bag is at the "Lost and found in Hamburg." The flight my bag was on was OK [redacted], ticket number [redacted][redacted]. The luggage tag number is [redacted] OK [redacted]. Additionally, there is another code below my name: JMND6G 1/11kg. I would appreciate any assistance you can provide. Best regards, Margareta Hellgren

We purchased two Wizz return tickets from Tel Aviv to London Luton with booking number [redacted]. When we booked through Kiwi, we selected two personal items per person, as listed on our e-tickets (20 x 30 x 40 cm - 10kg bags). However, upon arrival at Tel Aviv airport, we were informed by Wizz staff that our tickets only included carry-on baggage, and we had to pay £20 per bag (a total of £40). This same issue arose on our return flight from London Luton, where we were charged £23.5 per bag (a total of £47). Wizz staff mentioned the error was on Kiwi's end and suggested filing a complaint with them. We have receipts totaling £87 for these unexpected fees and request a prompt refund to our account with the following details: Name: N. Yaron, Israeli bank: Ha'Poalim, Bank number: 12, Branch number: [redacted], Account number: [redacted]. Thank you.

Good afternoon, I am having issues with my reservation as I have been trying to cancel it for days. Initially, I was told it was canceled and I would receive a refund. However, when I called today, they said it was still active. I have made it clear since the beginning that I wanted to cancel, but it seems the process has not gone through. I am concerned about potentially losing more money as time passes. I am in a vulnerable situation as I do not have extra funds to deal with this. I am in Chile and need assistance as I have been unable to successfully cancel despite repeated attempts. Please help me as I am feeling very alone. Thank you very much

Hello Kiwi Customer Service, I recently made a booking with your airline for a flight from Houston Hobby Airport to Amsterdam with a stop in New York. Due to the impending storm, Imelda, there is uncertainty regarding the JetBlue flight from New York on September 21st. As a result of booking two separate flights with the same booking number, I am at risk of missing my connecting flight with Norwegian, which they have informed me is non-refundable. I urge you to rectify this situation promptly as the circumstances are beyond my control. Sincerely, Gepsie Brigitte Vanessa Zambrano Booking Number: [redacted] JetBlue Reservation: YZTSMC Norwegian Reservation: NVIL90 Thank you for your prompt attention to this matter. Best regards.

I missed my connecting flight on September 18th. I was traveling from Vienna to Barcelona with Vueling, and my flight was delayed, causing me to miss my connection to Los Angeles with Norwegian Air. Norwegian Air declined to rebook my flight without charge, insisting I pay for a new one. Due to the delay, I incurred additional costs for a hotel stay and a new flight. I had all my flights booked together, expecting assistance if a delay occurred. According to passenger rights, airlines should provide alternative transportation promptly in such cases, but I was only given the option to purchase a new ticket. I hope to hear from you soon to address this matter.

I need to report a series of unfortunate incidents that occurred to me following the purchase of round-trip multi-leg flights to Rome through your website. Initially, I reached out to change my baggage allowance by adding an extra piece, as permitted by the airline, but it could only be done with a booking number from the airline, not the one from Kiwi. Despite sharing a link for the change, it was not possible. This oversight could have resulted in missing my flight and having to pay excess baggage fees. The return journey was equally distressing. I was denied boarding on a flight to the USA because the airline required proof of visa acceptance, which was not made clear beforehand. Consequently, I spent two days at the airport waiting for a new and expensive flight arrangement.

Hello, I recently received notification that the flight I had booked from Cairo to Aswan on Tuesday the 8th has been rescheduled to an earlier time. This poses an issue for us as we have another flight on the same day from Athens to Cairo. Due to this scheduling conflict, we are unable to catch the earlier flight. I kindly request assistance with this matter. The booking number for our original flight was 72 [redacted] [redacted] with confirmation number QBQ73O, booked for two passengers under the names O. Motarefi-Borden and M. E. Abramson.

I bought a ticket for my husband, but the email with the e-ticket ended up in his spam folder. Unfortunately, he accidentally deleted it instead of marking it as not spam. The booking number is [redacted]4. Can you please resend the e-ticket to his email address, [redacted]? The flight is from Newark to Düsseldorf on December 8th, returning on January 20th. I can't reach your travel agency by phone. Thank you. Antonina