Kiwi.com Customer Service Issues

Dear Kiwi.com, I am writing to express my disappointment with the handling of my recent travel booking under PNR [redacted] on August 26th and 27th, [redacted]. I faced a considerable 6-hour delay on my initial flight from LPA to LIN via FRA and was unable to make my connecting flight. Despite proposing an alternative solution to take an early morning flight from LPA to any Milan airport, I was instructed to proceed to FRA and was assured that you would provide a resolution via email, which was never received. Throughout the day, I experienced multiple delays in receiving assistance, ultimately spending the night at FRA airport without any accommodation or information regarding my next flight. The customer service I received was extremely lacking, with unfulfilled promises and even being hung up on during a call. I am requesting either a timely arrangement for the first morning flight to Milan or a full refund, as well as an acknowledgment of the poor treatment I endured. While I reluctantly accepted an alternative flight for the sake of returning home, I insist on a refund as per your service agreement. This first experience with Kiwi.com has been the worst booking experience I have encountered. I urge you to consider my request and provide a fair resolution to this situation. Sincerely, XXX

Hello, I am reaching out to address the issue I encountered while trying to check in online and pay for baggage. Let me explain: When I attempted to check in online the day prior to my flight, I was unable to proceed as it showed an outstanding amount of [redacted] Argentine pesos to be paid. To complete the online check-in, the airline required me to pay this amount, which I am unsure why it appeared as unpaid considering I had already paid the full amount for my flight and baggage. Andes Airlines does not allow online check-in on their website due to the pending baggage payment that you could not process due to technical issues, as per the information I received from you. Therefore, upon arrival at the airport to resolve the baggage payment issue, I had to pay [redacted] Argentine pesos (attached invoice): - [redacted] pesos ([redacted] pesos per passenger) for check-in. - [redacted] pesos for checked baggage. Regarding the baggage payment, I paid for 2 bags, but as shown in the attached document, only 1 bag was checked in as we did not have cash to pay for the other bag at the airport. Fortunately, the other bag was small enough to be carried as hand luggage. For the inconvenience caused, I kindly request a refund in euros for the amount paid for the reserved checked bags and the airport check-in cost incurred. Anticipating your response, G.P.

Hello, I am Adam Maxson. I had booked a flight package from POA (Porto Alegre) to SDU (Rio de Janeiro) with a 9-hour and 55-minute layover in SDU before flying to GRU (Sao Paulo) and back to the United States. Unfortunately, I am currently stranded in Rio De Janeiro and will miss my first flight due to personal belongings being stolen, preventing my return to Porto Alegre in time. I am reaching out to ensure my seat for the remaining flights is secured as I urgently need to return to the United States. Thank you, Adam M

I am encountering difficulties obtaining a refund for my flight and would appreciate assistance in processing the cancellation and refund. The email I received from Kiwi.com states that I am eligible for a [redacted].6 euro refund. However, when I attempted to fill out the refund form, it only indicated a refund of 5 euros. This discrepancy is confusing. Could you please assist me in processing the cancellation and ensuring I receive the correct refund amount? Thank you, L. B. Booking Number: [redacted] Email from Kiwi.com: "Refundable Amount: After contacting the airlines, you are entitled to a refund of [redacted].6 EUR, minus our 20 EUR handling fee. This amount may change, so it is advised to proceed with your refund application promptly. Please visit Kiwi.com Manage My Booking to complete the Refund Application Form, located at the bottom left of the page."

On August 27th, I paid $60.49 to add a checked bag to my booking on kiwi.com for my Delta flight. I received the confirmation email and updated sticker, printed my tickets, and proceeded to the airport. However, upon arrival, the baggage information was missing from my boarding pass. The agent confirmed the details from the email but stated that the boarding pass did not reflect the added baggage, requiring me to pay Delta directly. I have evidence of this situation and request a full refund of $50.49 from kiwi.com.

Yesterday, there was an error with my reservation (reservation #8-[redacted]-[redacted]) from Sorong to Singapore for November 24. I contacted Kiwi, and after speaking with Santos (Santiago), he assured me that he had stopped the booking and I would receive a full refund within 10 days. He even sent me an email confirming this. However, I later received a confirmation that the booking was still active, and I cannot proceed with it due to financial constraints. Santiago was helpful and requested a positive review, which I provided. How can we ensure the cancellation of this booking that was previously stopped?

I appreciate receiving the e-ticket. I just realized I need to transfer airports in London, which is challenging due to a health issue. I found a similar booking on your site with a layover in Heathrow with ample time before catching the flight to Istanbul. Can you switch my London departure airport to Heathrow for this leg of the journey? This change would be greatly appreciated. The return portion of the trip remains unchanged. Thank you. Ghada Q. -------------------------------------------- On Wed, 8/29/18, Kiwi.com <[redacted]> wrote: Subject: Booking [redacted]: Confirmed — E-ticket Attached To: [redacted] Received: Wednesday, August 29, [redacted], 1:11 PM

My daughter and three teenage friends booked a two-leg flight to Croatia with Kiwi.com in January. When they arrived for the flight from Stansted on the date of travel, they were informed that the departure had been changed to Heathrow weeks beforehand. They had to arrange another flight themselves as Kiwi was unresponsive. Kiwi initially claimed they didn't know about the change, but later stated they were aware and attempted to contact my daughter unsuccessfully. Eurowings helped the teenagers find a different flight, but it required them to travel from Stansted back to Heathrow. Additionally, their connecting flight in Munich to Zadar was canceled, resulting in the girls having to book a bus to complete their journey. Despite my efforts to contact Kiwi and Eurowings for assistance, Kiwi remained unresponsive. The girls arrived at their destination 24 hours late and €[redacted] poorer. I filed a claim against Eurowings through Resolver, who offered compensation after 8 weeks but refused to cover the extra expenses as they had refunded the flights to Kiwi, who failed to inform us. Kiwi needs to refund the money to my daughter, but reaching them has been challenging, except through Twitter with no success. Any assistance would be appreciated.

Subject: Reservation Cancelation Request for Miguel Mauricio Langenbach - Reservation [redacted] I have made bookings for myself, Miguel Mauricio Langenbach, and my wife, Marilza Nanci Gonçalves, on four flights. Unfortunately, I underwent emergency surgery due to a retinal detachment and am unable to go on the planned trip. I have medical proof of this. I need to cancel the tickets or retain credit for future use, likely in the upcoming European spring. I am unable to complete this process on the website and require assistance. Thank you, Miguel Mauricio

Well, I think I've been taken advantage of. My only hope now is to file an official complaint on the "Online Dispute Resolution" website. Another website where human interaction is absent. What kind of world are we living in? It's incredibly sad. GetHuman, what is this site? Ultimately, there is no customer service at Kiwi.com, it's a scam. It's unbelievable that these people can continue to cheat others with no consequences. What more can be done? Perhaps posting a general warning on the web and on Facebook that "Jetcosts," "Edreams," and Kiwi.com" are scammers and who knows what else... Well, good luck to all those who read these few lines, but know that if you're sitting in front of your computer reading this text, you've been taken advantage of too. Good luck to you all. André Salvaille

Hello! I booked flight [redacted] on 11/07/18 from Simferopol to Moscow to Berlin. There was a delay in Simferopol, causing me to miss my connecting flight from Moscow to Berlin. I had to change my flight with Aeroflot, incurring additional costs. I have requested a refund from Kiwi.com and provided the payment receipts. I received a response stating that my extra payment is not eligible for a refund - therefore, no money will be returned. I am not satisfied with this outcome. However, I am unable to reach the company via the German phone number provided, as it is invalid: +49 [redacted]9. I find this situation unacceptable! I will not book tickets through Kiwi.com again and will leave a negative review about your company. Best regards, Elvira Kelm

Hello, I have been attempting to contact you for 4 days now! Please get in touch with me. You can reach me via WhatsApp at +[redacted]0, on Skype @laurenmessmer, or email me at [redacted] I need to cancel a flight I booked, but I mistakenly entered the wrong email address during sign-up, so I can't log in to my account. I only have my reservation code. Currently in Argentina, I don't have a mobile phone, only Wi-Fi access. Can you assist me in cancelling this flight? Also, I am wondering whether I will receive a refund. Thank you.

I had flights booked with you on 17/8/18 from Birmingham to Brussels, then on to Sharm el Sheikh with flight numbers SN2038 and SN3327 departing at 10:40. Despite staying in a hotel the night before to be early, upon reaching the airport, we were informed the flights were canceled without prior notice, causing extreme stress. Despite being aware of the cancellations since May, I was not contacted. I reached out to you, and after a prolonged wait and no updates, I took the initiative to find replacement flights. Finally, after an arduous journey with multiple flights and a significant delay, we arrived in Sharm el Sheikh the following day, missing out on a day of our vacation. The stressful situation was particularly challenging for my husband, my mother (who struggled to move around with her walker), and myself. I am eagerly awaiting your response. - Karen Webb

Hello! I recently made a booking through Kiwi around 3pm EST yesterday using my American Express card linked to Wells Fargo. After the transaction, $[redacted].90 was debited by Norwegian Air. The issue I'm facing is I haven't received any confirmation or reservation number, and Norwegian Air has no record of my booking. I urgently need assistance with this as I'm scheduled to fly on 9/19 from JFK, New York to Amsterdam, with the flight departing at [redacted] and arriving at [redacted]. The credit card used belongs to Susan M Holsombeck, while my name is Lauren Holsombeck. Your help with this matter would be greatly appreciated. Thank you.

Good afternoon, I am writing on behalf of Mrs. I.M. Gooden who was scheduled to travel to Jamaica on September 24th but unfortunately suffered a heart attack and cannot travel. We did not purchase travel insurance. Is it possible to obtain a refund for the booking reference number [redacted] for the flights from London STN to Cologne on Ryanair and then Cologne to Montego Bay on Eurowings? The booking also includes Mr. P.O. Satchwell as a second passenger. I can provide a confirmation letter if needed. I mistakenly sent an email to the noreply address initially. Thank you. Sincerely, K. Thomas

I need assistance with my recent booking issues. On August 31, [redacted], I booked a ticket to DXB with booking reference [redacted] for AED [redacted], which was subsequently declined but still charged to me. After contacting customer service and being advised to book another ticket, stated payment was said to be refunded, but there has been no refund as of yet. Following this advice, I booked another ticket with booking reference [redacted], costing PHP [redacted]. Similar to the first instance, the booking was declined, and the charge was not refunded. Neither of these bookings were utilized, and I have not received any tickets. I am seeking assistance in resolving these payment issues and obtaining a refund promptly.

Hello, I had a reservation with kiwi.com from August 17th to 20th (booking number [redacted]). The route was BOS-MSP on August 17th, and then MSP-STL-AUS on August 20th. I would like to request the payment history details, specifically the breakdown of prices for each flight and the last four digits of the credit card used. I need this information for reimbursement purposes in my organization. Could you confirm if I can reach out to [redacted] directly for this matter, or please provide me with the appropriate contact information. Thank you for your assistance, Rashmi

Hello, Good morning, I have already booked a flight (Flight FR390) from Athens to Heraklion under the name Emmanouela Fanourgaki, but my ID shows the first name as Emmanouella with a double "l." Could you please change it to prevent any issues during ID checks? Flight information: Kiwi.com booking number: 8 2 8 9 9 4 8 Reservation number (PNR): P 2 Y R U G ; B 7 F Q J R Departure: Athens International ATH on Oct 19, [redacted], at 10:50 Arrival: Heraklion International HER on Oct 19, [redacted], at 12:00 Flight no: FR390 Airline: Ryanair Passengers: - Aikaterini Fanourgaki PNR: P 2 Y R U G - Maria Fanourgaki PNR: B 7 F Q J R - Emmanouela Fanourgaki PNR: B 7 F Q J R Return trip: Kiwi.com booking number: 8 2 8 9 9 4 8 Reservation number (PNR): J E Z N H E Departure: Heraklion International HER on Oct 22, [redacted], at 18:55 Arrival: Athens International ATH on Oct 22, [redacted], at 19:50 Flight no: V74255 Airline: Volotea Passengers: - Aikaterini Fanourgaki PNR: J E Z N H E - Maria Fanourgaki PNR: J E Z N H E - Emmanouela Fanourgaki PNR: J E Z N H E Thank you in advance!

Hello, I already have a flight booked (Flight no: FR390) from Athens to Heraklion under the name Emmanouela Fanourgaki, but my ID shows it as Emmanouella. Can this be corrected to prevent any issues during ID checks? Flight details: Kiwi.com booking number: 8 2 8 9 9 4 8 Reservation number (PNR): P 2 Y R U G ; B 7 F Q J R Athens - Athens International ATH [redacted] Oct 19 10:50 Local time Heraklion - Heraklion International HER [redacted] Oct 19 12:00 Local time Passengers: Aikaterini Fanourgaki PNR: P 2 Y R U G Maria Fanourgaki PNR: B 7 F Q J R Emmanouela Fanourgaki PNR: B 7 F Q J R Return details: Kiwi.com booking number: 8 2 8 9 9 4 8 Reservation number (PNR): J E Z N H E Heraklion - Heraklion International HER [redacted] Oct 22 18:55 Local time Athens - Athens International ATH [redacted] Oct 22 19:50 Local time Passengers: Aikaterini Fanourgaki PNR: J E Z N H E Maria Fanourgaki PNR: J E Z N H E Emmanouela Fanourgaki PNR: J E Z N H E Thank you!

Dear Sir or Madam, After several phone calls with Ryanair customer service, I unfortunately did not receive any proper assistance. Concerning my flights booked through your website, I am outlining my issue and hope for a response from both sides. On 10/08/[redacted], Artur K. and I, Alina P., booked a flight from Berlin to Alicante (Flight number: FR [redacted]). The evening before, I heard on the radio about the strike affecting your airline. At that time, it was unclear which flights were impacted. Ryanair itself remained silent. Late at night, I discovered on the official Schönefeld airport website that our flight was canceled with NO NOTIFICATION from Ryanair! I did not receive any emails, texts, or alerts from Ryanair whatsoever. Phone lines were blocked, the airport counter was closed. After hours of trying to reach Ryanair with no success, I had to find alternative ways to get to Alicante on my own. What a stellar customer service and approach. Bravo! Since there was no direct Berlin-Alicante flight available, I had to spend nearly a whole day of my vacation traveling from Berlin to Stuttgart (EW [redacted]), from Stuttgart to Barcelona (EW2520), and then another [redacted] km trip to Alicante at night with a rental car from Barcelona. The physical and mental toll this took on us, especially given my pregnancy, was immense. I am absolutely appalled and angry at the lack of time given and complete absence of notification. I could have calmly searched for alternatives at least 24h before the flight. Your phone representatives are extremely rude and nobody seems to know their responsibilities. NO ONE can provide answers - instead, I am just transferred from line to line until it randomly disconnects. Is this how paying customers are treated?! Apart from this dreadful customer service, you wasted my valuable time, played with my nerves, and jeopardized my health. I am pregnant and had abdominal pain for days due to stress during my vacation. I will not stand for this treatment and will not accept it! Attached are the flight details for the original 10/08/[redacted] flight (Berlin-Alicante), the new flights Berlin-Stuttgart-Barcelona, as well as the cost of the rental car from Barcelona, with a request for reimbursement of all incurred expenses. Bank details: Account holder: Alina P. IBAN: DE62 1[redacted] 6[redacted] 17 BIC: BELADEBEXXX If my request is even slightly rejected, I will contact my lawyer, various flight rights assistants (such as flightright, fairplane, airhelp, euclaim, etc.),