Kiwi.com Customer Service Issues

Hello, I am Hyewon Geum and my reservation number is [redacted]2. I recently received an email notifying me of a schedule change for my flight from ICN to MEL. The original arrival time at MEL Airport of 16:50, Sat, 21st of December has been rescheduled to 23:35, Sun, 22nd of December. This change has created a significant issue for my business trip plans. While your website presented alternative options, none of them are suitable for my trip. I am requesting a full refund for all flights within this reservation, including ICN to MNL. I have already submitted a refund request through "Kiwi.com Guarantee" and await your response. The automated reply mentioned a possible 30-day processing time, but I am concerned about the impact this delay may have on my business trip scheduling. I anticipate your prompt attention to this matter and appreciate your assistance in processing a full refund for my reservation. Thank you.

I recently received an email notifying me of a change in my flight schedule from ICN to MEL due to the airline's schedule adjustment. The original arrival time at MEL Airport on Saturday, the 21st of December, was 16:50, but it has been rescheduled to 23:35 on Sunday, the 22nd of December. Unfortunately, these changes will greatly inconvenience my business trip. While I did explore the alternatives offered on your website, none of them suit my travel plans. Therefore, I am requesting a full refund for all flights included in this reservation, including the leg from MNL to MEL and ICN to MNL.

I bought a ticket from Dubrovnik to Sofia for October 17 with Austrian Airlines, but I haven't received a confirmation email yet. The ticket was for me, Sean Wissing, and it cost $[redacted].78. I need to confirm my seat on this flight, but I can't contact Kiwi without a booking number, and Austrian Airlines can't help because I didn't purchase the ticket through them. Can you confirm if my ticket is reserved?

Hello, we need to adjust a reservation. Attempting to do so via the website presented challenging options like 24-hour flights and incorrect airlines. Finding an ideal flight is difficult with the software. The current reservation we cannot use is from Amsterdam to JFK on Oct 22nd with Iceland Air. We require a flight from Brussels to JFK or LGA on Oct 19th with a one-stop or direct option, lasting no more than 12-13 hours. We are avoiding airlines such as Aeroflot and TAP due to safety and mechanical concerns. The change options provided were unsatisfactory, suggesting 36-48 hour flights through cities like Moscow, which is unacceptable. If we cannot find a suitable solution with a reasonable change fee, we will have to cancel and not utilize Kiwi in the future.

On October 3rd, I made a flight reservation from Thessaloniki to Bratislava while not logged into my account. I received an email asking for my ID number for the flight, which I provided. However, I didn't log the reservation number at the time. I now can't locate the booking in my emails to add it to my account. I'm looking for assistance to resend me the reservation number for the flight from SKG to BTS on October 11 for F.T. The booking was made under the email [redacted]

Hello, I have been searching for a contact number to request a refund. On July 25, [redacted], at Cardiff airport, I booked a flight to Beijing through Kiwi.com. After realizing the luggage restrictions, I cancelled the booking within half an hour but only received a partial refund, which is unacceptable considering the circumstances. I have contacted Capital One, my credit card company, but Kiwi has refused to provide a full refund. I am willing to take legal action if necessary. I am a first-time customer and expect better customer service. I am seeking a prompt resolution and a full refund of $[redacted]. Thank you, ZhaoHong Han

I recently purchased a flight from Brussels to Luang Prabang through Kiwi.com. Unfortunately, my second flight was delayed, causing me to miss my connecting flight. Despite booking all flights together, the airlines claimed they were not connected and refused to change my last flight. I had to book a new flight for approximately 100USD out of pocket. I contacted my travel insurance, but they informed me that since the delay was only two hours, it was not covered, and advised me to contact Kiwi. I have all the necessary documents, including flight numbers, schedules, delays, and new booking details. My Kiwi ticket mentions a Kiwi.com guarantee, so I assume I should contact them to request a refund for the additional expenses incurred. Booking number: [redacted]8 Delayed flight: AUH-BKK EY402 Jul 23/24, [redacted] Scheduled time: 07:10, actual arrival time: 09:32 Missed flight: BKK-LPQ QV634 Jul 24, departure time: 10:25 New flight: BKK-LPQ PG945 Jul 24, departure time: 13:50 Price: [redacted] THB I ultimately arrived in Luang Prabang at 16:50, which was 4 hours and 25 minutes later than expected. Thank you, Catherine S.

Dear Sir or Madam, Yesterday, on 13.9.[redacted], we missed our connecting flight from Vienna to Stuttgart as our flight from Bucharest to Vienna departed over two hours late. We had to stay in Vienna overnight and book two new flights for 14.9.[redacted] from Vienna to Stuttgart. Following our delay in Vienna, I tried to book new flights on the Eurowings website. When searching for flights from Vienna to Stuttgart, the Eurowings system showed me flights from Düsseldorf to Stuttgart. Unfortunately, I realized after booking that I had unintentionally booked two flights from Düsseldorf to Stuttgart. Despite calling immediately, the agents were unable to cancel my booking as they lacked the authorization. Attached are all the flight details and numbers in hopes of a favorable resolution to our situation, which we landed in through no fault of our own. I booked through Kiwi.com with Booking Number [redacted]5 for connected flights. On 13.09.[redacted], our flight from Bucharest to Vienna, Flight Number OE1347, had a delay of over 2 hours and 10 minutes. Consequently, we missed our onward flight on the same day at 20:50 from Vienna to Stuttgart, Flight EW2757. Having no other flights to Stuttgart available, we had to stay overnight at the Vienna airport before purchasing two new flights for the next day, 14.09.[redacted], to Stuttgart. Once back home, I discovered an email from you on 14.09 regarding the delay and offering new connecting flights, which coincided with the ones we booked. Kindly consider covering these costs, as we were not able to read the email promptly due to our early start that day. Extra costs incurred for flights and hotel, with no compensation factored in yet: NH Vienna Airport Conference Center [redacted].20 Euro Flights Vienna to Stuttgart 14.9.[redacted] ID56XJ [redacted].98 € Please advise on the next steps or redirect us to the appropriate party if this matter lies beyond your responsibility. I spoke with one of your colleagues named Thomas approximately 3 weeks ago, but no action has been taken so far. Best regards, Resmigül Tritschler

I need to bring to your attention the situation with the flight I purchased for Kara R. On October 2 at Orly Paris airport, despite arriving at the gate an hour before departure, she, along with many others, was denied boarding as the gate closed earlier than scheduled. French bee was uncooperative, offering no assistance with hotels or booking new flights, claiming a two-day wait with high costs. Stranded, we had to spend the night in the airport and buy additional tickets to get home, costing us an extra $[redacted] USD. This was due to the airline's error in closing the gate prematurely. The ordeal not only inconvenienced us but also required arranging care for our children and missing work. I am requesting reimbursement for the $[redacted] spent unnecessarily to return home given the circumstances. Booking # S2LDNW.

I resided in Colombia, South America with my Colombian wife post-retirement. After expressing my intention to leave her, she emptied my only income account while I slept, as she knew the pin. Subsequently, she destroyed my passport to prevent my departure. A friend allowed me to use their credit card to book a flight on Kayak, where I encountered Kiwi prices. Opting for Kiwi for affordability, I faced challenges. Despite answering security questions, they couldn’t process due to name discrepancies, causing the flight cost to rise upon retry. Refund requests were denied, instead offering a Kiwi credit, which I struggled to use despite following instructions diligently. After numerous calls and delays, a friend assisted me in booking a flight. Attempts to revert the credit to the original card were fruitless, leaving my funds tied up with Kiwi.

My brother purchased a round-trip ticket from Stockholm to Mallorca with a connecting flight to Vienna, then back to Stockholm. The delay of LaudaMotion OE [redacted] caused me to miss the connecting flight to Stockholm, resulting in additional expenses of [redacted].08 SEK for a hotel, food, and a new flight. Despite being refunded for the missed Wizzair flight, the overall costs exceeded this amount. I had to cover these expenses out of my own pocket as there was no LaudaMotion representative available. Being a student, I found these unexpected costs to be quite burdensome. I have all the receipts documenting these expenses that I incurred during this journey.

Dear Kiwi, Booking Number: [redacted]0 I recently booked a flight from KIX to BEY with two stops in Guangzhou and Dubai. Unfortunately, I missed my last flight from Dubai to BEY and had to book another flight myself, costing around $[redacted]. On the return journey, I arrived at BEY airport only to discover that my flight had been canceled. Despite Middle East Airlines' efforts, they were unable to rebook my reservation due to the uncontrollable nature of my booking with Kiwi. Consequently, I had to purchase another ticket for approximately $[redacted]. I am reaching out to Kiwi in the hope that they can assist me in obtaining a refund for this unexpected expenditure. I trusted Kiwi to coordinate my trip as a reliable travel service and did not anticipate encountering such complications. Thank you for your attention to this matter. Sincerely, Heba H.

Hi, I encountered an issue with my reservation. I planned to purchase three plane tickets from you for the following routes: Toronto to Hartford (Connecticut), Hartford to Orlando, and Orlando to New York. One traveler had only a carry-on, while I, Itzhak Bitton, purchased a ticket that included a carry-on and one checked bag. Upon arrival at our first flight with Air Canada, we were asked to pay 20 Canadian Dollars for the checked bag. Despite showing them the receipt from KIWI, they refused to accept it claiming it wasn't in their system. A similar situation occurred on our Hartford to Orlando flight when we were asked to pay [redacted] USD. I have the receipts for both payments and would like a full refund to my credit card. I want to emphasize that throughout the trip, we only had two carry-ons and one checked bag as per our original order. Looking forward to your response, Itzhak Bitton

Hello, I missed my flight on October 19th from Barcelona to Munich operated by Vueling. I would like a refund for the airport tax. I contacted Vueling and they sent me an email with the details for Kiwi to process the refund. In response to your request, we are providing this document as proof of the processed refund. Here are the details of the refund: - PNR VY: TI776K VY1812 - Passenger name: M.G. Yannuzzi - Total amount refunded by Vueling to the intermediary company: €18.48 - Refund description: airport tax Please note that the intermediary company you used for the purchase made the payment to Vueling with their corporate card. For any further inquiries or requests regarding this booking, please contact the intermediary company you used for the reservation.

On July 28, [redacted], my daughter, A.S., made a booking with Kiwi agency under the booking number [redacted] for a flight to Dublin scheduled for September 1, [redacted]. The initial cost was $[redacted].88. Due to Hurricane Dorian, the flight got canceled. Kiwi offered a full refund or a rescheduled flight, which my daughter accepted. However, upon arrival at the airport, Norwegian Airlines did not have a record of her rescheduled flight and mentioned the ticket had been refunded by Kiwi. As a result, my daughter had to purchase a new ticket at the airport and an upgraded seat for $33.18. Despite Kiwi saying a full refund would be issued, we have not received the $[redacted].06 refund for the ticket and seat upgrade. Kindly process the refund promptly.

I, initial R.L., provided booking number [redacted]3 and called Heathrow International at 7:30 a.m. on October 24th to prepay for extra baggage (surfboard and an additional bag) for my connecting flights in Copenhagen and Fort Lauderdale. An advisor assured me that I could add and prepay for my luggage after verifying with Norwegian Airlines and Spirit Airlines. I received payment links, paid R [redacted], and arrived in Copenhagen to find out my luggage wasn't added despite successful payments in London. I have evidence from the Kiwi.com app showing the added luggage and photos of the $[redacted] I had to pay in Copenhagen. I am seeking an explanation for the luggage not being added and a refund for the baggage fees I paid.

Subject: Unhappy with Recent Flight Experience Good evening, I regret to inform you that I am highly dissatisfied with the services rendered to me recently. On October 23rd, booking number [redacted]2, there was a delay which caused me to miss my connecting flight. As a result, I had to incur a $[redacted] expense for a new flight and spend the night on the cold airport floor. This experience was distressing, and I am requesting a refund for the inconvenience caused. I was unable to find a contact number for assistance during this situation, and given my current financial constraints, the $[redacted] spent was a significant burden. Not only did this mishap leave me in an uncomfortable position, but it also led to a day of lost work. I am seeking compensation not only for the unused connection flight but also for the lost wages and the cost of the replacement flight I had to purchase myself. I expect a prompt response regarding this matter, as failure to do so may result in legal action. Thank you for your attention to this issue. Sincerely, Natan D.

My first experience with Kiwi was traveling from Madrid to Israel for work to attend The Shalom Game with Brazilian soccer legends. I booked a ticket with Kiwi for a multi-flight journey through two different airlines. Upon arrival in Nantes for a layover, I encountered difficulties with communication as I awaited check-in instructions. The staff from the second airline, Transavia, were unhelpful and I missed my flight due to the lack of timely information from both Kiwi and Transavia. This resulted in the purchase of a last-minute ticket, causing financial strain and missing my work commitment with Ronaldinho. My colleagues, who booked through E dreams, did not face similar issues. Kiwi should provide clearer check-in instructions, especially for interactions with French airlines, to prevent such situations in the future. I seek a refund for the original ticket, reimbursement for incurred expenses, and assistance with the unexpected additional ticket costs. Kindly reach out to me at [redacted]

I am writing to request a reconsideration of our reimbursement. Our first trip to Europe was marred by travel difficulties, notably missing the Barcelona vs. Madrid game due to riots leading to the cancellation. Despite this, we had to travel to Barcelona from Paris for our return flights, but all trains were canceled due to floods. Even attempts to rent a car were thwarted due to dangerous conditions from flooding, leaving us stranded in Paris. Consequently, we were compelled to cancel our flight. I kindly ask for your reconsideration in offering a reimbursement closer to the full ticket value. Your understanding and assistance would greatly influence our decision to continue using your services in the future. Thank you for your consideration. S.T.

When booking my Houston to Edinburgh flights, I proactively informed each airline about traveling with my service dog. After receiving confirmation from all airlines, I proceeded with the booking for 11/6. Unfortunately, when I contacted Easyjet to update my confirmed ticket with the service dog information, they requested specific training documentation from a limited list of organizations, which goes against regulations in the US and with other international carriers. I have traveled worldwide numerous times with my service dog without issue. Now, European airlines are requesting certification solely from select trainers. I require a refund to secure a direct flight to EDI as my medical health certificate is only valid for 10 days upon arrival in Scotland, potentially causing issues at CDG and the UK/EU border. I kindly request a refund to resolve this matter. Booking number: [redacted]0. Thank you.