Kiwi.com Customer Service Issues

Dear Sir/Madam, I need to be honest with you. I hastily booked a flight to Greece after finding out about my Mom's cancer diagnosis. Being in a difficult financial situation, I didn't have much choice but to book the basic package without thinking much. Unfortunately, more urgent news has come up, and I won't be able to make the flight. The refund amount I would get is **€, and I understand the booking system may not be flexible with this situation. I will need to travel frequently to care for my Mother, so I kindly request your help. If a direct refund is not possible, I would appreciate a Kiwi credit. Your assistance in this matter would mean a lot to me. Thank you in advance. Nikias Karoulis, Booking **********. Kindly reach out to me at your earliest convenience.

Dear Customer Support, I need to address a situation regarding my recent flight booking to Greece. Unfortunately, my mother has been diagnosed with cancer, prompting me to require swift changes to my travel plans. Being in a financially challenging position, I made a rushed booking without considering all options. Given the circumstances, I am unsure I can make the scheduled flight. The booking I made is for the basic package, and I am aware of the limitations involved. If a direct refund is not feasible, I would appreciate a credit for future use. I anticipate needing to fly frequently in the upcoming months to attend to my mother. Any assistance you can offer during this difficult time would be greatly appreciated. Thank you for your understanding and support. Sincerely, Nikias K. Booking Reference: [redacted]

Inquiry about Booking No [redacted]6 December 22, [redacted] Dear Sir or Madam, We kindly request you to review our booking for the return trip from Las Vegas via San Francisco and Paris to Berlin scheduled for the 27th - 28th of April [redacted]. The only ambiguity we have pertains to luggage allowance. Our booking through your agency consists of a combined flight involving three different airlines: - Alaska Airlines from Las Vegas to San Francisco. Booking No. WHEUDL Name H. We anticipate having to pay for our baggage separately on-site. - French Bee from San Francisco to Paris Orly. Booking No. K99JHB Name H. Unclear about luggage? - easyJet from Paris to Berlin Tegel. Booking No. K14MBFZ Name H. No luggage is included in this booking!! For each of us, we have booked luggage at a rate of [redacted] Euros per person. QUESTION: Which flights does this apply to? Is it only for French Bee? (Or have we possibly double-booked, meaning 2 suitcases for each person here? This is unclear to me!) And why is there no luggage booking registered with easyJet? We checked on this. Unfortunately, your website is somewhat unclear in this regard. We request prompt clarification and wish you Merry Christmas from Berlin… albeit without snow... M. K. E. H.

Hello, my name is Ma. Agnes Santos. My family and I had made flight reservations to and from Boracay (Caticlan) from Manila for Dec 25-27. We also secured hotel accommodations for the same dates. Unfortunately, our departing flight from Manila got canceled today due to a typhoon. The airline is rearranging our flight for tomorrow, Dec. 27. This change would only allow us one night on the island instead of two. Could we kindly ask for our flight to be rescheduled to Dec 28 at [redacted]? Your prompt response would be highly appreciated. Reservation reference number: BZ9QSM.

I booked a flight to Australia using booking number 91 [redacted] [redacted]. I recently discovered that I am not permitted cabin baggage and must pay £[redacted] for it. I wasn't informed about which plane this policy applies to or the specific baggage allowances for each plane. Could you please clarify the baggage allowance for personal items and cabin baggage on each flight? Kindly email me for further details.

I am looking to book a flight from Paris to Bhubaneswar, India with a combination of Ukraine Intl Airlines and Vistara, and I noticed that the baggage allowance is only 7 kgs. I am a student and on international flights, both Ukraine Intl Airlines and Vistara allow 2*23 kgs of baggage. I am confused about why the baggage allowance is low on this combination flight. Can you please clarify this for me soon?

I purchased a 12-month subscription for all seven of my grandchildren for Christmas. Unfortunately, my granddaughter Rosemary received the same crate she got for her birthday last year, the Atlas Crate World (F1614). I want to make sure the next two crates are different to avoid redundancy. Rosemary's address is 29W260 Iroquois Ct N, Warrenville, IL [redacted]. Her sisters Magnolia and Lavender are also included in the original order. The shipment ID is [redacted]6. Last year's gift for Rosemary came from Brooks and Erin Green in Worthington, IN. My name is Gordon Green, and I appreciate any assistance in resolving this issue for our disappointed little girl. Thank you, Janet.

I am looking to book a flight through Kiwi that includes one connection. I noticed that the ticket requires self-check-in at another airport. My concern is the price of a checked bag, which is listed as $[redacted] with WizzAir. Do I have to pay this amount only once for my bag to reach my final destination, or do I need to pay $[redacted] for one bag with a connection involving two different airlines? The ticket I am considering is from Amsterdam to Saint Petersburg with a connection in London. Clarifying the baggage cost is important to me. Thank you for your assistance.

I recently booked multiple flights with Kiwi from Berlin to Colombo, with booking number [redacted]0. Everything went smoothly until I reached SAW airport and missed my SalamAir flight to Muscat (OV [redacted]). Despite arriving at 4:23, the check-in had closed, and I was unable to do an online check-in with SalamAir. Due to receiving incorrect tickets and booking receipts, I did not have a barcode or ticket for customs, which prevented me from reaching my gate. Consequently, I missed my connecting flight from Muscat to Colombo (OV431) as well. There is no SalamAir office at SAW airport, and I am currently in need of a quick solution.

Hello, I wanted to share that we had a flight booked from Duesseldorf to Dublin with a layover in Manchester. (Booking Number: #[redacted]4) Unfortunately, we experienced a slight delay with the plane and faced lengthy security and passport checks in Manchester, causing us to miss our connecting flight to Dublin. Currently, we are stranded at Manchester Airport and are looking to book another flight to Dublin. As the delay was not due to any fault of ours, I am inquiring if the airline would be willing to cover the expenses for the new flight. Best regards, Johannes S.

Hello, my name is Alexandra Mihaela Gherman, and I made a reservation with Kiwi on December 26, [redacted], for a flight from Frankfurt Main to Cluj-Napoca on January 14, [redacted]. I have not received any email confirmation yet. It's possible that I entered my email incorrectly. My email address is [redacted] and the reference number is [redacted]. I am waiting for the email to confirm if the ticket has been booked. Thank you.

Hello, my name is Alexandra Mihaela Gherman, and I made a reservation with Kiwi for a flight from Frankfurt Main to Cluj-Napoca on the date 26.12.[redacted] for the date 14.01.[redacted]. However, I have not received any emails yet. It's possible that I entered my email incorrectly. My email address is [redacted], and the reference number is [redacted]56. I am waiting for the email to confirm if the ticket has been booked. Thank you very much!

I have made a reservation from Hamburg to Gdansk but there was a typo in my email address. As a result, I have not received confirmation of my reservation with the number - [redacted]4. Please contact me at phone number - 0[redacted][redacted] or correct my email address and email me the confirmation at [redacted] Thank you. Regards, Elisabeth P.

I am following up on my cancellation and refund request for a flight due to illness reasons. I provided a doctor-stamped note from a specialist due to my extreme illness. I canceled my flight from Amman to Liverpool for December **th because of a high fever and submitted the stamped doctor's note on the **rd, a day before the flight. I have not received any updates after submitting the note through the Kiwi website. Booking Number: [redacted], Name: Mohammed Ismail, Flight Number: FR**** Amman-Liverpool (layover in Bucharest). My payment method was by MasterCard, and I have proof of the refund submission. I am unable to reach Kiwi.com and have not received any communication back despite trying to call them without success. I am expecting a refund promptly.

I booked a ticket on Kiwi (booking number: [redacted]4) from Moscow DME to Beirut. Upon arriving at the airport from Nizhny to Moscow by plane, I was surprised to find out that the flight was canceled without any prior notification via email or phone call, despite providing all my contact details during reservation. Consequently, I had to stay at the airport hotel overnight on 27/12 and boarded the flight the next day, 28/12. I kindly request a refund for the ticket purchased on 28/12 and for the hotel expenses incurred on the night of 27/12. Thank you.

Booking Number: 97 [redacted] [redacted] Dear Sir/Madam, I regret to inform you that I am unable to reach you by phone as you have not provided any contact number, and secondly, your website help center is not functioning properly. My flight has been canceled, and I would like to have my money refunded back to my credit card as soon as possible. Kindly provide prompt information and confirmation. Best regards, Ralf Rebhan Telephone at the moment: +1 [redacted]

I am looking for my purchased flight itinerary from December 12 to 16, which includes the following details: - Flight: Departing from Malaga to Lanzarote/Acerife via Gran Canaria/LP - Passenger: J.C. Freitas D.R. - Flight Date: January 10, [redacted] - Flight Times: Departure from Malaga at 6:35 am, Arrival at Lanzarote at 10:15 am - Paid Price: 85.00 euros I require: 1. The booking code and details 2. Confirmation on whether only online check-in is required and if it will be possible 3. Confirmation on checking in at the airport counter in Malaga for both flights (Vueling and Air Europa) Thank you and Happy New Year [redacted]! Best regards, H.N. Hürter

My flight with Nok Air, DD8124 on November 11, [redacted], was cancelled. My Kiwi.com booking number is [redacted]1, and the reservation number (PNR) is WL4ANA. Nok Air has informed me that they will refund the ticket amount to Kiwi.com as the agency, and I need to contact the agency to receive the refund. Here is a message from Nok Air regarding the refund process. They mention that it would take about 45 working days for the refund to be processed. I appreciate Nok Air's communication and look forward to flying with them again in the future.

Yesterday at 8:09 p.m., we successfully booked and paid for a flight ticket from Tenerife to Stockholm. The payment was confirmed, and the transaction was completed. However, as a booking agency, we were disappointed to receive an email the following day offering a refund or requiring an additional fee due to a change in the airline fare. We firmly believe that once a price is set and paid, the booking should be secured without complications. If you are unable to fulfill this essential part of your service, we may choose to handle bookings directly with airlines in the future. It is your responsibility to finalize the booking, and any fare changes should not be passed on to the customer. We expect a prompt resolution; otherwise, we will escalate the matter by contacting the airline, taking legal action for what we consider to be theft, and detailing our experience on various social media platforms. We anticipate your swift attention to this matter.

I had to borrow money from people to book a new flight at a more expensive price. I spent two hours arguing over the phone with the company in the UK, incurring additional costs. I am frustrated with the lack of communication regarding my booking. I received an email from Kiwi at 5:34 AM stating there was an issue with the baggage options. Despite promptly replying within the given time frame, I later received a message about a price increase of $67.64 USD. When I contacted two agents, they were unhelpful, stating they couldn't assist me. As a customer, I fulfilled my obligations by paying for the flight and selecting my preferences, while the company failed to provide the booked service. Now they expect me to cover the price difference, causing unnecessary stress and financial strain. I plan to investigate this matter further and take necessary action for the inconvenience caused.