Kiwi.com Customer Service Issues

Good evening, my name is Andrea Zuluaga Isáziga. I booked a flight with you from Bogotá to Basel with reservation number [redacted]. The itinerary included three layovers: 1. Bogotá-Medellín (vivacolombia), 2. Medellín-Madrid (avianca), and 3. Madrid-Basel (Iberia). Unfortunately, the Avianca flight was delayed by 3 hours and 27 minutes, causing me to miss the connection with Iberia. I immediately reached out to you via phone call and was informed a response would be provided via email within 4 hours; however, after almost 11 hours, I have not received any resolution. I also sent two emails through the app but have yet to receive any response by any means. Since I needed to reach my final destination quickly, I had to purchase another flight and now request a refund for my original booking. I am seeking a refund as you did not follow my itinerary and due to the delayed response. Thank you very much.

My daughter and four friends had a booking to go to Zakynthos on Thursday, July 19th. They were supposed to fly from Stansted to Edinburgh with Ryanair and then from Edinburgh to Zakynthos with Jet2.com. Due to issues with Ryanair, they missed their flight in Edinburgh. The customer service experience with Kiwi had some challenges: 1) Initially not given money as an option for arranging alternative flights. 2) Promises of a response in 2 to 4 hours weren't met, and they had to keep calling. 3) Despite finding a reasonable alternative later that night, Kiwi took too long to confirm. The outcome: 1) Five 19-year-old students were stuck in the airport for 10 hours. 2) The alternative flight they found got fully booked in the evening. 3) All other reasonable alternatives were also booked. 4) They had to choose between a refund and losing money or taking a complex flight route via Venice and Stuttgart. 5) They missed 2 out of 7 nights of their holiday, including entertainment. What the writer would like: 1) Recognition that the delay led to unnecessary missed holiday days. 2) Acknowledgement that a 10-hour stay at the airport was avoidable. 3) Compensation for the lost days and expenses incurred during the vacation.

I booked my flight on July 24th in the evening around 9:46 PM, but I encountered an issue with online check-in. Despite receiving an email from Kiwi, my e-ticket stated that online check-in closed on July 24th at 6:15 PM UTC. I've made several attempts to contact Kiwi via phone today with no success. After reaching out to Ryanair, they advised me to obtain the booking number from the website I used to book the flight. Despite checking my emails from Kiwi, I couldn't find the necessary Ryanair booking number for online check-in on their website. Could you please provide me with the Ryanair booking number associated with my Kiwi booking number: [redacted]?

I would like to share my recent experience with Kiwi.com regarding a flight booking from Rome to Mexico City with layovers. The reservation number was [redacted] for four passengers. Despite receiving a confirmation email on June 30th, upon arrival at the Rome airport on June 8th, we were informed that the first flight, SK1898, had been canceled. We were not notified of this change despite multiple attempts to reach Kiwi.com. Another airline, ARE Line, tried to assist by providing tickets to Stockholm, but Kiwi.com failed to inform us of further cancellations, causing us to miss connecting flights. I am deeply disappointed by the lack of communication and support from Kiwi.com, leading to additional expenses and the need to purchase a new return flight. I am requesting a full refund for the reservation [redacted] and additional costs incurred due to this poor service. It is crucial for Kiwi.com to uphold their customer service standards and provide the promised assistance in situations like this. If my concerns are not addressed satisfactorily, I will have no choice but to take legal action and share my experience on social media.

I have a ticket booked from London Luton to Bucharest with a 2-hour and 5-minute layover before continuing on to Dubai. I've come across numerous online complaints from customers who bought tickets on your website and claim they did not receive any assistance or compensation when they missed their connecting flight due to airline delays, despite your website's promise to do so. While I hope for the best, if my flight is delayed and I miss the connecting flight, I seek assurance that you will help me with rerouting or refunding my money as stated. I would appreciate some clarification on this matter before my upcoming flight. Thank you.

Booking Number: [redacted] I recently received a refund of [redacted].84CHF, but the confirmation email indicates that the funds will be sent to my previous inactive bank account. Prior to this confirmation, I had already contacted [redacted] to provide my updated banking details, which they assured me they would forward to the finance department. Since I received the refund confirmation email with my old bank details after informing [redacted] of my new account, I would like to reiterate my updated information: Bettina Jud IBAN: GB94 REVO 0[redacted] [redacted] 32 BIC: REVOGB21 The previous bank account at UBS is no longer active. Please confirm receipt of my new banking information and the update made to the account details. Thank you, Bettina Jud

Hello, I have a reservation under the name of Daniel Fernández Botello to fly from AGP to VIE on 13/08 with a return to AGP on 17/08 for two passengers, with reservation number [redacted]. They are asking me to check in at the airport, but I am unsure when to do so. I have contacted the airline for clarification, and they mentioned that my electronic ticket should display a long number for them to locate my reservation. However, in my electronic ticket, I only see two reservation codes - the one I provided before and the (PNR) OGE85K, which I also gave them, and they said it's not valid. When should I check in for my flights? Can I do it in advance? What code is the airline referring to? I look forward to your responses, thank you in advance.

Dear Kiwi.com Support, My daughter and her boyfriend have encountered issues with their recent flights booked through your service. The flight from Florence, Italy to Barcelona, Spain (flight # BY6004) was canceled on July 28, [redacted], causing them to miss their subsequent flights to Boston, USA via London. Their KIWI booking number is #[redacted]. Their names are John H. and Rachael A. D. I, Kathie H.-D., am reaching out on their behalf to seek assistance in rebooking their journey back to Boston. Any help you can provide under the Kiwi.com guarantee would be greatly appreciated. Thank you for your attention to this matter. Sincerely, Kathie H.-D. Email: [redacted] Phone: 1-[redacted]

I experienced severe disruptions with my Ryanair flight from Stansted London to Berlin. The flight was delayed for 6 hours, ultimately leading to its cancellation. Following this, I encountered a 12-hour queue at the Ryanair customer service desk. Despite my expectations, Ryanair did not offer me an alternate flight with another company or arrange transportation to a different airport. Instead, they provided a stand-by ticket, leaving me stranded for days. When I inquired about reimbursement for a different flight costing over [redacted] pounds to my final destination, Ryanair refused. They did, however, provide a hotel stay and cover the taxi fare. I am seeking full reimbursement for the cost of the flight, as well as expenses incurred for transportation and meals during this ordeal. I experienced significant sleep deprivation, emotional stress, and discomfort, which I believe warrants compensation. My booking number is [redacted], and the flight numbers affected were FR8542 (Ryanair) and EZY4503 (EasyJet). I would appreciate clarification on my entitlements and whether my rights as a passenger were violated. Thank you for your attention to this matter.

Regarding reservation [redacted], I have successfully paid for passenger changes on 13.7.[redacted]. Here are the details to locate the reservation: Full name: M. Kostolný, Email: [redacted], Phone: +[redacted]69. I have requested the following changes for the flights: Prague to London and London to Reykjavik should have passengers M. Kostolný and T. Mládek, while for the return flights Reykjavik to Stockholm and Stockholm to Prague, the passengers should be K. Burýšková and T. Mládek. Despite contacting kiwi.com multiple times since 13.7.[redacted], I have not received confirmation of the changes. Although I have obtained boarding passes for the Prague to Reykjavik flights, they have the old (incorrect) name. I urgently need the corrected passes. Please verify and send them to me. I am ready to provide any additional information upon request. Thank you.

Kiwi.com booking number: [redacted] Reservation number (PNR): CIIZ2U To whom it may concern at kiwi.com, I would like to address an urgent matter regarding the upcoming flight of Colleen R. Linden and Tayla J. Larsson with Cebu Pacific tomorrow morning at 9:55 am from Manila to Puerto Princesa, Palawan. Annie, you requested Tayla Larsson's passport, which is essential to finalize her confirmation for the flight. I have attached it below as requested. However, I want to bring to your attention that while my sister, Colleen, personally uploaded Tayla J. Larsson's passport on your site through the "Manage My Booking" feature, the necessary corrections and updates I made for Tayla's last name and date of birth were not reflected in the confirmation received. I kindly ask for your immediate assistance in rectifying this issue to alleviate any unnecessary concern before the flight tomorrow. Thank you, Leeann Cruz

A friend of mine had a flight booked from Dubai to Bangkok and encountered challenges at the airport with proof of onward travel. I hastily booked her a flight to assist her, but upon reviewing the details, it's not ideal. I need to cancel this booking under the name Heny Arfiyanti with booking reference [redacted] for a flight from Bangkok to Denpasar Bali with multiple stops. Due to the urgency, the confirmation was sent to her email at [redacted] I am David Fergusson and would like to cancel this booking to arrange a more suitable flight. Thank you.

Booking Ref: [redacted] I contacted a representative named John D. regarding our issue with a booking on 4/8/[redacted] at 11:19. He had an American accent. Unfortunately, John was not very helpful. He seemed uninformed, caused us unnecessary worry about missing our connecting flight, and refused to provide his full last name. He was argumentative and did not assist us in speaking to a manager or supervisor. We were shocked by the level of service provided. Despite my husband's repeated requests, he was uncooperative and left us feeling frustrated. The call, which lasted over 30 minutes and was made from Abu Dhabi to the UK, cost us a significant amount of money. However, when we called back, we spoke to a different representative named Mark who was exceptional in his assistance and knowledge of policies. The stark difference between the two representatives has made us reconsider future bookings with Kiwi.com. I hope this matter is investigated as I believe calls are recorded for quality assurance purposes.

Dear Sir/Madam, I am writing to address a penalty issued by Volotea airport on 26 June [redacted] due to our inability to self-board online prior to the deadline. My friends and I had reserved our flight from Thira to London through kiwi.com. We received an email from kiwi on 19 June [redacted] stating that our boarding passes would be available on 22 June [redacted]. However, we did not receive any further communication regarding self-boarding until 24 June [redacted] at 10:51 PM, after the online check-in deadline of 24 June [redacted] at 8:55 PM had passed. Despite our attempts on 19 June [redacted] to access our accounts as instructed in the email, we were unsuccessful in checking in. Consequently, we were each charged a penalty of 90 euros, which we believe is unfair for us to bear. I kindly request a responsible resolution to this matter at your earliest convenience. Thank you for your attention to this issue. Sincerely, M.H. Chin

I have recently made a flight booking with your company for two people traveling from Lombok to Bali on August 9th. The flight number is [redacted]. I received an email stating that the booking is in process. Subsequently, I received another email requesting payment verification with a contact number. After calling the provided number, the automated system confirmed the payment. However, to date, I have not received a confirmation email or e-ticket. Given that we are scheduled to return to the UK on Friday, this flight is crucial for us. Any guidance or assistance you can provide on this matter would be greatly appreciated.

Dear Sir or Madam, I am contacting you regarding my booking [redacted] to claim compensation for my overnight expenses. Unfortunately, the online form does not allow for this as the system does not recognize the flight number of the canceled original flight, and no further steps are provided. The booked connection was made through kiwi.com and the final flight on 29.07.[redacted] was as follows: Eurowings Flight EW7345 MAN-HAM 19:50-22:30. Without my knowledge, this flight was canceled, and I was rebooked on 30.07.[redacted] for flights EW9341 from MAN via DUS to HAM from 7:55-16:55. As a result, I had to cover overnight and meal expenses. I kindly request a prompt response and information on the next steps. Thank you in advance. Kind regards, Lara S.

On July 26, [redacted], two of us missed our flight from Dusseldorf to Reykjavik due to: - A delayed flight and baggage return - Lack of personnel at desk for our flight - No one answering the 44 [redacted] [redacted] number We had to rebook on another airline for the next day and stay in a hotel overnight. Our booking number is [redacted] and the reservation number is KARNDA. The missed flight details are: - Flight from London to Dusseldorf #EW9469 - Missed flight from Dusseldorf to Reykjavik #WW753 We spent [redacted].74 euros to rebook from Dusseldorf to our home city, Cleveland, OH, and about $75.00. I can provide credit card documentation if needed. We are requesting a refund for both of our tickets home and for our hotel stay in Dusseldorf, as itemized above. Your KIWI guarantee covers delays and rescheduling, which we were unable to utilize through the designated phone number. Please respond promptly. Thank you. Jo Ellen R. and Michael H. R.

My spouse is still in Canada due to a luggage problem. Her name is Opal Pennycooke-Grant, and the confirmation number is [redacted]. I kindly ask to speak directly with a manager regarding this issue. We have rebooked, and she is en route. I would appreciate thorough assistance. Your guidelines indicate handling such matters, but the staff's response was disappointing. When I contacted Kiwi, they directed me to the airline, and vice versa. This confusion requires resolution for customer service accountability. It appears there are significant Public Relations issues with both Kiwi and Eva that must be addressed. I am anticipating a positive resolution. Thank you. You can reach me at +[redacted]4 or [redacted]

Hello, I am contacting you to request a full refund for my unused tickets due to a 3-hour flight delay. I purchased the tickets through Kiwi for a trip from Oakland, California to Vilnius, Lithuania (Booking [redacted]). Unfortunately, Norwegian flight [redacted] has been delayed, causing me to miss my connecting flights with Vueling [redacted] and Wizzair [redacted]. As a result, I have had to purchase alternative tickets for my journey to Vilnius on flights VY [redacted], BT [redacted], and BT [redacted]. I am seeking full compensation promptly. I have attempted to reach customer service by phone without success, as I was advised to wait until I reach Barcelona. However, this is not feasible for me due to international call restrictions and the inconvenience of staying overnight at BCN. Please provide a solution before my scheduled flight if possible. Thank you.

Dear Mr. Ismael, I am currently in Bucharest and will be leaving at 15:20. However, I need assistance with booking a flight from Prague to Gothenburg. Please provide me with a direct number I can call to resolve this issue. Thank you, Regards, I. F.