Kiwi.com Customer Service Issues

Dear Customer Service, I have previously reached out regarding a concerning issue and unfortunately have not received a satisfactory response. I would like to bring to your attention the situation I experienced with my recent flight booking through kiwi.com from Riga to Tenerife with a connection in Manchester airport, which was not feasible due to an extremely short transfer time. After consulting with Ryanair's legal department, it was confirmed that it is illegal for third-party agencies like kiwi.com to sell flights with such inadequate transfer times. I was forced to incur additional expenses to reach my intended destination, including new tickets to Tenerife from Liverpool (£[redacted]/€[redacted].18), train tickets to Liverpool from Manchester airport (€20), and tickets to Liverpool airport (€5), totaling €[redacted].18. As I hold you responsible for the service provided, I am requesting a refund for these expenses as the initial agreement was between us. I was unable to attach the receipts for these costs in my initial communication. Please provide me with the necessary contact information to send these documents promptly. I trust in your commitment to delivering a high-quality and feasible service to your customers and hope for a swift resolution to this matter. Sincerely, K. V.

Booking number 88 [redacted] [redacted] for Suada, Hadeel, and Yasser Almandil. Kiwi did not send the boarding pass for our Aer Lingus flight from Dublin, UK to Chicago, USA. Consequently, we missed flight EI123 on Tue, Nov 26. Aer Lingus charged us $[redacted] per person, totaling $[redacted]. Due to this delay, we will also miss flight AA3299 with American Airlines on the same day. This situation is solely Kiwi's responsibility. We require Kiwi to promptly email us a new reservation and boarding pass for our subsequent flight from Chicago to Fort Wayne. Additionally, we request assistance in arranging a hotel if there are no available flights today, Nov 26, from Chicago to Fort Wayne. Please contact us at [redacted] or [redacted]. Your swift attention is much appreciated.

Dear Kiwi, My name is Dolores, and my booking number is 84 [redacted] [redacted]. I am a student returning home after visiting my sister abroad. When I booked my return ticket through your services, I was unaware of the new baggage policies regarding adding priority after booking. Upon downloading my eticket, I noticed the policy about adding baggage 36 hours before the flight. I did not realize this applied to adding priority status as it is not checked baggage. As a financially struggling student, I cannot afford the additional charges at the airport and am seeking your help. How can I add priority status before my flight today? Best regards, Dolores

I canceled my August flight with Wings Air at Lombok Airport, Indonesia. My flight was scheduled for August 19 from Praya, Lombok to Sumbawa Besar - Sultan Muhammad with booking number [redacted]1. I received a refund from Wings Air and was told to contact kiwi.com for the refund process by December. I am reaching out now to follow up on my refund. I appreciate your assistance. Looking forward to your response. Thank you. Laili

I've booked a flight through Kiwi with Ryanair Airlines. To review my booking on Ryanair's website, I need the email address it was booked under in addition to the reservation number I possess. I have the reservation number for Ryanair's website, but I lack the email information Kiwi used to book it. All I require is the email address the flight was booked under, as it was not under my control. Kiwi reservation number: [redacted]1.

Dear Sir/Madam, I am writing to inform you that I had previously booked a flight from Tirana to Copenhagen on January 8, [redacted]. The booking reference for this flight is [redacted]9, and the passenger name is Bora Sefa. Recently, I received an SMS from Kiwi, notifying me that my first flight is delayed by 5 hours. Consequently, this delay has impacted my connecting flight from Milano (Bergamo) to Copenhagen, which was scheduled to depart at 18:15. As a result of these changes and complications with managing my booking due to extended waiting times, I am unable to proceed with my travel plans as initially intended. Additionally, exploring alternative options has proven to be financially burdensome at this time. Given these circumstances, I kindly request to cancel my current flight reservation and potentially re-book a new flight that aligns better with my travel constraints. I am hopeful for a prompt resolution and appreciate your attention to this matter. Thank you in advance for your assistance. Warm regards, Bora S.

Good afternoon, I made a reservation for my brother through your service. The outbound trip went well, but on the return trip he missed the flight as he was waiting in line and the plane had already departed due to many people having the same issue. Frontier, the airline he was traveling with, assisted him in getting another ticket for two days later, confirming the trip with stops at the same airports. However, on the first layover, the other airline stated he wasn't on the list despite showing evidence, so he had to stay overnight and purchase another ticket to get back to his destination.

Hello, I am reaching out regarding my girlfriend, Elizabete Balcus, who has received an automated message stating that her booking has not been confirmed. She has provided payment details for a flight from Stansted to Oslo departing at 6:25 am, and then from Oslo to Riga departing at 11:20 am. Currently, she is at Stansted Airport waiting anxiously, unsure if her booking will be confirmed. Time is of the essence, and if this reservation falls through, she will need to quickly make alternate arrangements to reach Riga. There are only two seats left on Ryanair, her backup option, so we urge you to inform us of the status as soon as possible. Sincerely, Cai Trefor and Elizabete Balcus

I attempted to make a flight reservation, but I noticed that the airport location listed is inaccurate. I am familiar with the area and can confirm that there is no airport there. I am interested in booking a one-way ticket from Sint Maarten to Amsterdam on February 12, [redacted]. The correct airport in Sint Maarten is Princess Juliana International Airport, not Lower Princes Quarter. I would appreciate it if you could verify this information for me to ensure that there are no issues with my ticket when I arrive at the airport.

Hello, I made a flight booking on your website and needed to change the passenger. I was informed there would be a fee of [redacted] €, which converted to $[redacted] in Canadian dollars. I was assured this would be the only fee for the change. However, at the airport, I was charged again as they claimed nothing had been paid. I am confused about what the initial payment to Kiwi was for. My booking number is [redacted]. Thank you.

Kiwi.com failed to respond as promised regarding a ticket issue I encountered. I purchased two Richmond to Boston tickets on the second of December. Unfortunately, using auto-fill caused an error in my wife's name on the second ticket. Two hours later, I contacted kiwi.com requesting a correction. Their auto-response stated they would provide a payment link for the change within forty-eight hours. On the third of December, I received a disrespectful email from them asking for more patience, stating they needed another forty-eight hours. Despite the first forty-eight hours passing, they made me wait longer. I inquired about purchasing a new ticket for my wife. When I contacted the airline directly, they were unable to assist since the ticket was booked through an agent. I wondered if the correctly entered ticket was still valid, but did not receive a response until six hours before departure, when they said they couldn't make the change due to airline restrictions, which I find frustrating. Consequently, on the ninth of December, I bought a new ticket for my wife to stick to our travel plans, incurring extra costs. This experience with kiwi.com has provided me with the worst customer service I have ever encountered. I caution everyone to avoid this company and learn from my mistake: always book directly with the airline and not through an agent.

Hello, I'm Guna. You can reach me at [redacted]. I bought e-ticket no. [redacted]9 on 4/12/19 for Sanaullah with passport number BW[redacted]. This was my first time using Kiwi.com. Unfortunately, Sanaullah was denied boarding because he needed a Thailand visa for transit. The airline officer explained he must pass through Thai Immigration to reach the other terminal, which would be time-consuming from Malaysia. The airline couldn't help as there was no visa. Please issue a refund promptly so we can arrange alternate travel for his medical treatment. Thank you. Best regards, G. Gunaselvan

Hello, I have a question I hope you can assist me with. I booked a round-trip flight from Copenhagen to Helsinki last week on your website. Unexpectedly, I will be traveling by train from Copenhagen to Helsinki instead of taking my flight tomorrow at 13:40. However, I will still be needing the return flight from Helsinki to Copenhagen on Friday, the 13th of December, that I originally booked. I am worried that missing the outbound flight may affect my return flight. How can I ensure my seat on the return trip? Your help in confirming this is greatly appreciated. Thank you, Caroline L.

Hello, I am Noemi Azorín. Recently, I found out that my credit card information was stolen, and a payment of approximately [redacted] euros was made on your website. I have already contacted my bank, and they have canceled my credit card. The bank will be initiating a claim for the unauthorized transaction on Monday. However, I felt it was important to inform you about this incident. The credit card number that was compromised is 4[redacted] 5[redacted]. Obviously, I am seeking a refund for the fraudulent payment and I would like to inquire if there is a way to expedite this process. Thank you for your attention to this matter.

I recently booked a flight to Guadalajara for a friend. Unfortunately, he just discovered that he lacks a US transit visa since he holds a Mexican passport and the flight is scheduled for Thursday, coming from London. We are exploring the possibility of finding an alternate flight routing through Canada as he already has an ETA for Canada. The booking reference for the current flight is [redacted]0. For any further communication, please reach out to me at [redacted]

I recently received an email informing me of a flight delay of 4 hours for my journey from Prague to Budapest on 21.12.[redacted] with the final destination being Thessaloniki. My booking number is [redacted]1. I noticed that the airline's website still shows the original departure time of 7.20 am. I would like clarification on whether this change is on the airline's part or Kiwi's so I can decide whether to stick to the original flight or accept the new schedule. If the change is made by Kiwi, I prefer to keep my original flight. Could you please provide more details on the reason for this alteration?

Hello, I have booked a ticket from Istanbul Sabiha on December 22, [redacted], to Antalya, with a return ticket from Antalya to Istanbul Sabiha on December 25, [redacted]. My issue is that I chose the wrong airport; I intended to book from the new airport but mistakenly selected the old one, Sabiha. Currently, I am unable to reach any support from Kiwi — no live chat, no offices in Turkey. I even requested a callback, but no one has contacted me back. I have been waiting for 6 to 8 hours.

Hello, I am unable to print my Ryanair boarding pass. I am not sure if showing the pdf on my mobile phone will be sufficient. Additionally, I am trying to use the Ryanair App, but it does not recognize my booking reference linked to my email. I believe this issue may be due to booking through kiwi.com, as they may not have provided my email address to Ryanair. Is there a solution to get the Ryanair App to work with a mobile boarding pass for a booking made through kiwi.com? My Ryanair booking reference is R9GE9K. My name is Jan Ole Kroger.

I have a booking number: [redacted]1 for the flight from FLR to Izmir ADB. I am Ayse Isil Saatcioglu, and I have important mobility issues. I requested WCHS assistance and received an email confirming that the necessary arrangements would be made. However, despite assurances from the operator Dunja from Tunisia that the confirmation would be sent within 48 hours, I am still waiting for it. I have kept all the emails related to this matter. Please send me the confirmation as soon as possible. Thank you.

Hello, I have noticed in my e-ticket that customer information seems to be missing, specifically the ID number. I have inputted all of these details though! Secondly, I do not have access to a printer to print out tickets. Do you offer mobile boarding passes? Lastly, I am unable to call the German customer service from Tenerife. How can I reach you by phone? I kindly request your urgent assistance! Thank you! Kind regards, Marc P. [redacted]