Kiwi.com Customer Service Issues

Good morning, I recently booked flights through Kiwi.com (British Airways) for a colleague, but due to a meeting being rescheduled, I had to rebook the flights. After paying for an assisted refund, I was informed it could take up to 3 months to process. However, I received an email today stating that the refund was denied, which I find unfair since I had to rebook the flights. I frequently use Kiwi.com for business travel and would appreciate it as a goodwill gesture if the original flights could be refunded. The booking reference for the initial flights is [redacted]0, and for the replacement flights, it is [redacted]2. Thank you for your help in resolving this issue.

Dear Kiwi, I am writing to lodge a formal complaint regarding my recent experience. I initially tried to address this over the phone, but unfortunately, the assistance I received was not satisfactory and after 40 minutes on the call, I was promised a callback but did not receive one. My complaint pertains to the check-in process. Kiwi only allowed us to check in up to 24 hours before the flight, which seemed unreasonable considering that we were flying with Ryanair, a company that allows online check-in up to 2 hours prior to the flight. Following Kiwi's instructions, we attempted to check in at the airport and were charged [redacted] euros. I am requesting a refund for this amount as this experience has dissuaded me from using Kiwi in the future. I intend to leave a negative review and contact the ombudsman. If you wish to discuss this matter further, please reach out to me via phone. Sincerely, Nataša J.

Dear All, I would like to clarify my recent experience. I had booked a round-trip ticket from Abu Dhabi to Manila for October 14 to 26, [redacted]. Unfortunately, due to an unforeseen circumstance, I missed my initial flight on October 14 and had to rebook for September 22. Upon attempting to check in today, I encountered an issue as my booking details were not found in the system. I was informed that missing my first flight automatically voided my return booking, a policy I could not locate in the terms and conditions. To proceed with my travel plans, I had to purchase another ticket at significant cost to accompany my husband on the flight. I am reaching out to request a full refund for the unused portion of my original ticket. I have attached the booking details for your reference. Your prompt attention and assistance on this matter would be greatly appreciated. Thank you. Rina Marie Rubia

Good Afternoon, Booking Number: [redacted]8 Flight Number: FR14 Reservation Number: T6RVGT : E8T96X Email: [redacted] Passengers: 4 - N. Broughton, R. Wickham, M. Southall, S. Southall I am writing to express my dissatisfaction with Kiwi.com regarding my recent flight from Athens to London Stansted on 3/11/19. Despite the indication on our E-ticket that we would receive our boarding passes by 3/11/19, we did not. I encountered difficulties accessing the boarding passes through Kiwi's website during our 11.30-hour layover as I kept getting locked out and had to request a new password repeatedly. This caused significant stress and inconvenience. Even when attempting to retrieve the passes through Ryanair's site, I faced similar issues as it required an email address that was not mine. When seeking assistance at the airport, we were directed to pay 20 euros per person for printed boarding passes, amounting to 80 euros in total. This resulted in a rushed process through security, preventing us from any duty-free shopping. I am requesting a refund of the 80 euros from Kiwi due to the distress caused. Sincerely, S. Southall

Hello, I am currently stranded at Bahias de Huatulco International Airport. Unfortunately, my scheduled Interjet flight on 11/06/19 at 18:25 does not seem to exist. My booking number is [redacted]0. The last available option seems to be a Viva Aerobus flight departing at 17:25. I originally intended to fly to Mexico City and then to JFK to catch a connecting flight to Fort Lauderdale tomorrow, all of which were booked through kiwi.com. I would appreciate assistance in securing a different flight that will ensure I reach Fort Lauderdale, or alternatively, a refund in USD for all the flights up to Fort Lauderdale.

I am currently stuck at Bahias de Huatulco International Airport. The Interjet flight I was scheduled for on Wednesday, 11/06/19 at 18:25 (booking number [redacted]0) from Huatulco to Mexico City and then to JFK seems to be non-existent. The last flight departing from Huatulco airport is at 17:25 with Viva Aerobus. This situation has also affected my connecting flight from New York to Fort Lauderdale booked through Kiwi.com. I am seeking assistance either in arranging an alternative flight to Fort Lauderdale or obtaining a refund in Dollars for the entirety of my booking with Kiwi.com. Thank you.

Hello, I am writing to inform you of my two upcoming trips that I have booked with your service. The first trip is scheduled for the 21st of November from Surat Thani to Siargo Island, with layovers in Bangkok DMK, Singapore, and Cebu. The second trip is set for the 28th of November from Siargo to Bangkok, with a layover in Manila before reaching Bangkok DMK. Unfortunately, I am unable to proceed with these trips due to a serious illness. My GP in the UK has advised against flying and traveling until my health improves. Therefore, my partner and I will not be able to take these flights. I kindly request a full refund considering my loyal patronage with multiple bookings this year. I have attached my recent blood test results as proof of my condition. I appreciate your understanding and assistance in resolving this matter promptly. Thank you, Annabelle

I am currently trying to buy tickets from Portland, OR to Puerto Escondido, Mexico, but I am facing two issues that are causing some confusion: 1) I am still waiting for my family's passports, so I don't have the passport numbers yet. Do I need to provide these numbers to purchase the tickets, as it is being requested? 2) While there is no option for checked baggage on this flight, the itinerary mentions that a personal item and a carry-on are free. However, when filling out passenger information, it asks for a selection between a personal item or a carry-on. Are passengers allowed to have both, or is it one or the other? Despite trying to select a carry-on, the system automatically set the personal item as the choice. I would appreciate some clarification on these matters as I am eager to purchase the tickets promptly. Thank you for your assistance.

Regarding booking number [redacted]3 for George Tomlinson, On November 8th, at around 15:20, I checked in my bag with Ryanair in Catania for my flight to Milan. Unfortunately, due to the long security queues with only 3 out of 12 lines open, I missed my flight FR [redacted] at 16:20. After contacting the office at 17:07, I was informed that I needed to make my own arrangements to get home but would receive a refund minus a handling fee. I had to book a flight for November 10th with Easyjet for £[redacted].68 and a 2-night stay at First Hotel Malpensa for [redacted].68 euros as my luggage had already been sent ahead. I now have to drive 6 hours to Bristol Airport. This issue of understaffing at Milan Airport has occurred multiple times, impacting passengers. I believe I am entitled to compensation for the inconvenience caused. George Tomlinson

I have submitted all the necessary information regarding my recent bereavement on 10/11, coinciding with my intended trip to visit my daughter in Chadron, Nebraska. I have been informed that the details are being processed. Instead of requesting a refund, I am hoping to modify my flight to 12/3 due to my older daughter undergoing surgery. Can anyone assist me with this matter? As of today, 11/14/[redacted], I have not received any updates on my claim. Despite multiple emails inquiring about the resolution status, my issue remains unresolved. Could someone please contact me? Thank you and may God bless you, C.G. Kazmierski

My flight was canceled just 2 hours before departure, and the notification only came through by text. Unfortunately, I was left scrambling to confirm the cancellation since finding the correct phone number for Kiwi.com proved to be a challenge. Their website doesn't readily provide contact information unless you have an active flight. Despite indicating to check my email for help, the emails just redirect back to the website. The cancellation wasn't updated on my online flight information, leading me to purchase another ticket for $[redacted]. This whole experience has been incredibly disappointing and frustrating due to the lack of communication and support. I'm now seeking a refund, but the process to contact Kiwi.com seems unclear. Flight details: Edie Moore Booking Number: [redacted] GEG Spokane United States - Spokane International to DEN Denver United States - Denver International to AUS Austin United States - Austin–Bergstrom International. Flight canceled with no means of reaching Kiwi.com for a refund.

Last Saturday, I traveled from Paris to the United States. I wasn't aware that I needed a return ticket to board the plane, so I had to purchase one at the airport through kiwi.com. Unfortunately, I hastily booked a return ticket without baggage allowance, and I am now seeking a refund or credit to rebook with baggage included. I contacted Kiwi.com's help center, but they only offered a €10 refund on a €[redacted] ticket, despite my time constraints when purchasing the initial ticket without proper baggage allowance. My booking number is [redacted]1.

Hello, My name is Alba Perdiguero Corominas. On August 31, [redacted], my boyfriend and I took a flight from Barcelona to Gold Coast with booking number [redacted]3. We encountered issues on flight number 2 CPH-BKK (DY7209), as Norwegian did not allow us to board, causing us to miss our connecting flights and incur the expense of purchasing additional tickets to reach Gold Coast. The reason given was that my boyfriend, who is from Colombia, supposedly required a visa in Bangkok, which is not the case as he is permitted to stay in the Bangkok airport for less than 12 hours without issue, as per official regulations. Despite this, Norwegian did not provide any assistance, such as food, drinks, claim forms, or any other solutions except directing us to their non-functioning online claim portal for denied boarding incidents. We are extremely disappointed with how the situation was handled by Norwegian and are seeking a resolution to recover the funds we have lost. Thank you.

I recently discovered that I will be in Barcelona towards the end of my time in Spain, so I no longer require the first flight of my return trip. However, I learned that missing this flight could lead to the entire return journey being canceled. I am looking to remove just this first flight (Alicante to Barcelona with Vueling) from my itinerary. This flight also presents an issue as it does not allow my carry-on cabin luggage. Since I will be in Barcelona during the departure time of this flight, I am hoping to cancel it. Vueling's policy states they do not cancel flights under any circumstances, which is why I am reaching out to Kiwi for assistance. Essentially, I only need to eliminate the first flight of my return journey and keep the rest unchanged. I am not seeking a refund, just this one adjustment.

I recently booked tickets for my maid to return home to Mizoram, Aizawl with booking number [redacted]6. After booking, I realized the transit flight is departing from a different airport 50km away from the arrival airport in Bangkok. This situation concerns me as my maid will be traveling alone. I now have to arrange for private transportation and apply for a visa, which incurs additional costs. The initial cheaper airfare does not make up for the inconvenience and added expenses of getting her to the other airport. I hope the company can make an exception and allow me to change the tickets so she can depart from the same airport she arrives at. It's been a frustrating experience, especially as a first-time user of kiwi.com. I would appreciate a prompt response. Thank you.

Hello, I wanted to share my experience in dealing with a recent travel issue. On August 13, my family and I booked flights from Moscow to Paris and Lisbon to Moscow using booking number kiwi.com [redacted]4 for a total of 33,[redacted].92 rubles. Unfortunately, we faced complications due to the bankruptcy of Azur Aigle airlines, resulting in the need to purchase new tickets. Despite submitting a refund request to kiwi.com, we were informed on September 21 that a refund was not possible without providing us with adequate documentation or explanations. This unexpected situation led us to incur additional expenses, including new tickets from Moscow to Lisbon via Cologne and Bordeaux for 13,[redacted].76 rubles and last-minute travel from Porto to Moscow due to visa restrictions at Luton airport. Our unplanned journey from Lisbon to Porto cost 3,[redacted].00 rubles for the bus and 2,[redacted].00 rubles for a hotel stay. Ultimately, these unforeseen circumstances have amounted to a total loss of 86,[redacted].98 rubles, far exceeding the initial cost we anticipated. We kindly request compensation for the incurred expenses and hope for a respectful and prompt resolution to this matter. Thank you for your attention. Best regards, Djalalova Diana

I purchased a ticket from Kiwi.com for M.K. in The Gambia, West Africa, who couldn't travel due to medical reasons. I submitted the medical report to AXA Insurance but they need a verification certificate from Kiwi.com confirming M.K. didn't fly. The Kiwi.com booking number is [redacted]7. The flight was from BJL to YUL on July 27, [redacted], with the return on August 5-7 from YUL to BJL. I provided M.K.'s email, [redacted], for travel notifications but now I can't contact Kiwi.com because of this. I paid for the ticket and cancellation insurance. Please send any further communication regarding the certificate to [redacted]

I purchased a ticket from Kiwi.com for Muhammed Kaba from The Gambia, West Africa. Unfortunately, he couldn't travel due to medical reasons. To claim reimbursement from AXA cancellation insurance, I need a certificate from Kiwi confirming the passenger didn't fly. The Kiwi booking number is [redacted]7. The flight was from BJL to YUL on July 27, [redacted], and the return was August 5-7 from YUL to BJL for Muhammed Kaba. I provided Muhammed Kaba's email ([redacted]) for travel notifications. I purchased both the ticket and cancellation insurance. Any communication regarding the certificate should be directed to me at [redacted]

On September 2, [redacted], our flights from Grenada to Seattle with a layover in Fort Lauderdale were canceled due to Hurricane Dorian. The soonest rebooking offered was for September 5th, which was not feasible for three passengers. After independent searching, we secured alternative flights via New York for a September 3rd departure at a total cost of just over $[redacted]. Despite using the same airline, connecting with Kiwi to modify our original flights was unsuccessful. Due to the hurricane, the airline advised all passengers could request refunds, but as our booking was through Kiwi, we needed to request it via them. The original tickets were priced at $2,[redacted].92USD, while the replacement tickets cost $2,511USD. Upon returning, I sought a ticket refund which resulted in a credit of $[redacted].54 on my AMEX statement. This amount was significantly less than what was spent. Following this, I contacted Kiwi regarding the discrepancy, only to be informed today that there would be no additional refund besides the credited amount. The lack of explanation behind the partial refund remains concerning. Despite reaching out to the airline, who redirected me back to Kiwi, no further clarity was provided. I am seeking a detailed account of the partial credit and the rationale informally issued. Best regards, B.R. Duarte Booking Number: [redacted]

Hello, I am Nikolaos Mallidis, and my booking number is [redacted]8. I am encountering an issue trying to access my account on your website, as the system indicates that my reservation does not exist. I would like to rectify a mistake from my previous message regarding a refund request for my 4 flights from SKG to MIA in January. I mistakenly mentioned a surgery date on January 9th instead of the correct date, which is March 9th. I do not wish to proceed with a refund or any cancellations. Kindly confirm via email that my 4 flights are still valid without changes, and I can proceed with my travel on January 8th, [redacted], to the US. Please reach out to me as I am 75 years old and face challenges navigating the internet. You can contact my daughter, Areti Mallidou, for assistance. Thank you. Tel. +34 [redacted]29 Email: [redacted]