Kiwi.com Customer Service Issues

I booked a flight from Lisbon to LAX with a layover in Madrid on October 10, [redacted]. I received a reservation number of [redacted]0 but have not received the E-Ticket yet. Could you please contact me regarding this matter? My name is Dale Dominighini and I bought the ticket for my nephew, Henrique de Rocha Damiao Dias from Portugal on September 8, [redacted]. I provided his email address, [redacted], for direct communication as his English is limited. I can be reached at [redacted] I believe you should have the details of the purchase and his contact information. Please let me know when Henrique can expect to receive the E-Ticket and how it will be delivered to him. Thank you, Dale [redacted]

Hello! I need assistance with correcting the names on two flight bookings. The first flight is from Heraklion to Prague with booking number [redacted], and the second is from Budapest to Heraklion with booking number [redacted]. There were errors in the names of two passengers, Despoina Maniadaki and Despoina Karepidi. Both passengers should have their first name as Despoina, but due to a mistake, their surnames are incorrectly placed in the gap for the first name. We tried to correct this on the website and were informed of a fee of around 10€, but we are unsure how to make this payment as there is no option provided. The website only indicates that a "proceeding" is taking place. Could someone please reach out to me via email to assist us promptly?

On Monday, September 10th, I made a booking for a Norwegian flight to Trondheim for the next morning. However, upon reaching Gardermoen airport, I encountered an issue with my reservation stating the flight was scheduled for September 25th. The airport staff explained the date discrepancy and I had to purchase a new ticket at a high cost. Unfortunately, I could not find any confirmation email regarding my original booking. I am puzzled by the date change and uncertain if I was charged for a new ticket and if the old one was canceled. I received an SMS on the 10th confirming my Kiwi.com booking [redacted], which I cannot locate in my email. Any clarification on this matter would be greatly appreciated. Thank you for your assistance. 🌷🌷 Birgit Lambjerg

Hallo, ich habe kürzlich einen Flug über Ihre Plattform gebucht, bei dem ein Anschlussflug nach Düsseldorf vorgesehen war. Leider landete der erste Flug in Berlin verspätet, wodurch ich meinen Anschlussflug verpasste. Ich habe eine Rückerstattung beantragt, die jedoch abgelehnt wurde. Könnten Sie mir bitte Gründe für die Ablehnung mitteilen? Ich sehe mich nicht in der Verantwortung, da die Verspätung mich zu einer Umbuchung zwang. Die Buchungsnummer lautet: [redacted].

Hello, I have requested a refund for four plane tickets due to a schedule change that conflicts with my visa. I'm seeking a full reimbursement. The airline informed me that I need to contact you regarding the payment process. Thank you. Dear valued passenger, Regarding your request to refund four tickets under Booking Number [redacted]6 due to a schedule change, we will process the refund to the agency OTASKYPICK. KIWI.COM S.R.O. Refunds typically take around 45 working days to complete. You must initiate the refund request with the agency OTASKYPICK. KIWI.COM S.R.O. We apologize for any inconvenience this has caused and hope to have the opportunity to serve you on your future travels. Best regards, Siriporn Y.

Ref [redacted]4 & [redacted] Dear Sir/Madam, I find it scandalous to arrive at the airport at 4:30 in the morning and discover that despite receiving a confirmation of my reservation, it was impossible to issue my boarding pass. Even the Air France staff, operating the Austrian Airlines flight, could not locate my references, which seemed non-existent, and was unable to issue my boarding pass. I contacted your customer service, which was unable to resolve the issue and surprisingly informed me that my return flight on September 25th had been canceled. Furthermore, your website requests a copy of my ID, but there is no option to upload it. Given this situation, with no outbound ticket and my return flight canceled without justification, I demand an immediate refund of the payment I made without receiving a ticket. I hope you understand my perspective. Proof of identification failure attached. Sincerely, Hayat Abdulaziz Sent from my iPhone

Hello, On September 19, [redacted], I was supposed to travel from Paris to Manchester with a layover in Amsterdam. Unfortunately, the layover time was extremely short. As a result, I missed my second flight to Manchester and, consequently, a very important exam for my school. After arriving in Amsterdam, retrieving my luggage from the other end of the airport, and trying to navigate the signs to find my connecting flight location, it was clearly impossible to make it on time for my flight since they close the gates 40 minutes before departure. I lost a significant amount of money due to your lack of competence, and my academic year was canceled by my school because I couldn't attend the important exam, all because of you. I am very disappointed and angry. I demand a refund!

I have attempted to contact customer support multiple times to cancel one of my two flights and to cancel a checked bag. When I reached out to the help line, they informed me that they cannot refund my bag, even though I am canceling it 77 days in advance. In the past, Norwegian had no issue refunding my checked bag, but booking through kiwi presents different challenges. Furthermore, there has been a lack of response regarding my refund request for the second flight, as it has not been canceled in "manage my bookings." Unfortunately, the current customer support service is inadequate, with language barriers contributing to the difficulty in resolving my issues. I have been unsuccessful in finding a customer support email for further assistance.

I had a terrible experience with kiwi.com and will not be booking with them again. I booked two flights with them in August. One of the bookings had payment issues due to their third-party payment validation process, resulting in the payment being declined without clear communication from Kiwi. Despite Kiwi blaming my credit card company, it was actually Kiwi who was declining the charges. After multiple attempts and unhelpful customer service interactions over several days, I decided to book with another airline even though it cost more. On top of that, I received conflicting information and was unexpectedly charged extra fees for baggage during my journey, significantly increasing the cost of my flight. The overall experience was stressful and I was even warned by an airport worker about ongoing issues with Kiwi passengers. I strongly advise others to consider using a different airline to avoid similar problems and extra expenses.

On January 19, [redacted], I made reservations for two flights through Kiwi.com for myself and a friend. Booking #[redacted] was made for Judy M. and Booking #[redacted] was for Mary S. Both flights were from Chicago [ORD] to London [LGW] on August 13, [redacted], with a connection to Paris [CDG] on August 14, [redacted]. On March 26, [redacted], I received a schedule change for Mary. Her London to Paris flight was switched to Easy Jet Flight U28323. On August 12, [redacted], I printed Mary’s boarding passes and a duplicate e-ticket for Judy since her pass wouldn't print. Upon arrival in Chicago, we found out our initial flight was supposedly changed to depart later. After being informed by Kiwi that our connecting flights were canceled due to lack of response, we were left having to book new flights to Paris at a cost of Euro [redacted] each. I believe Kiwi should reimburse us for either the canceled connecting flights or the additional expenses we incurred in London.

My friend recently booked a ticket for me, but there seems to be a misunderstanding with the itinerary causing issues with the layovers. I am looking for options to troubleshoot this. Can I pay a fee to cancel the flight or receive a voucher for a future booking? Thank you. Booking number: [redacted] Booking status: CONFIRMED Passenger: C. Egan Baggage: 1x personal item 7 kg 45 × 20 × 35 cm Flight details: Tampa to Las Vegas (Sep 30, [redacted]) - Spirit Airlines Las Vegas to Portland (Oct 1, [redacted]) - Spirit Airlines Portland to Las Vegas (Oct 9, [redacted]) - Spirit Airlines Las Vegas to Tampa (Oct 10, [redacted]) - Frontier Airlines Total paid: [redacted].01 USD Please advise on options for canceling or rescheduling the flight.

Subject: Reimbursement Request for Delayed Flight To Whom It May Concern, I am writing to address an issue regarding a holiday package I booked through your company in August [redacted] with the following e-tickets: London to Palma, Majorca to Riga via Bonn. There was a significant delay on my flight from Palma De Majorca to Bonn, causing me to miss my connecting flight to Riga. This led to unplanned expenses totaling EUR221.90, including a train ticket to Frankfurt (EUR 39.90) and an air ticket to Riga (EUR [redacted].00). I am requesting a refund for these costs as per your company's policy and the guarantees outlined in the e-ticket papers. I have previously provided all relevant documentation including ticket copies. Please process the reimbursement to my bank account listed. I appreciate your prompt attention to this matter. Sincerely, Julija Vorobjova

I made a booking through your website for a Primera Air flight from London with the booking number [redacted] on July 9, [redacted]. After the flight was canceled, I have been struggling to obtain a refund and pay for the new flight as advised by Primera. I recently received an email from Primera stating that a partial refund of [redacted] GBP has been issued to a credit card ending in xxxx5290, which is not mine. The email requested to contact you if this is not my card number. I need your assistance to resolve this ongoing issue. Thank you. M. Hitczenko

Hello, I made a booking (Booking Number [redacted]) for a flight from Tirana (TIA) to Milan (BGY) on October 2nd and from Milan (BGY) to Kiev (IEV) on October 3rd. The first flight was rescheduled from October 2nd to 1st, but Kiwi.com failed to inform me. Upon contacting Kiwi.com, the manager arranged new flights from Tirana (TIA) to Istanbul (IST) on October 2nd, Istanbul (IST) to Ankara (ESB), and Ankara (ESB) to Kiev (KBP) on October 3rd. Unfortunately, we did not receive our e-tickets and were not on the passenger list for the initial flight. Despite assurances from the Kiwi.com manager regarding alternative arrangements, we have not received any further communication. We have emailed support but received no response. Currently, we are at the airport unsure of our next steps. When can we expect to receive guidance on how to get home?

I recently flew with Kiwi and ended up paying extra for connecting flights that were unexpected. This was my first time booking with Kiwi, and I was unaware of these additional charges for not checking in beforehand. Despite not receiving an email reminder to check in, I assumed any fees would be minimal, possibly $20-50 CAD. However, upon arrival at the airport, I was surprised by the need to pay two significant fees. I understand that this is a business practice, but being caught off guard by high charges was unpleasant. Since I did not receive the check-in email, I am kindly requesting a refund for the fees paid at the airport. Thank you for your attention to this matter.

I had a booking through Kiwi with Primera Air on September 26, Flight no. PF21 from CDG Paris to Newark. They could not find my booking at the airport and refused to let me board. My booking number is [redacted]. I contacted Kiwi immediately from the airport but never heard back. The form I filled out on kiwi.com did not recognize my booking. I have the confirmation email from Kiwi. I am seeking a full refund as I had to purchase another ticket to New York, pay for a non-refundable hotel room in New York, and also book an expensive room in Paris for the night. I was at the gate watching others board while I was rudely turned away. I have been patiently waiting for a reply since that day. Please reach out to me.

On July 23, [redacted], I took a flight from Boston to the Dominican Republic. I paid for additional baggage, but at the airport, they claimed it wasn't in their system. Even though I showed them my ticket and reservation with the baggage listed, they insisted Kiwi hadn't informed them, and I had to pay again for the bags. I contacted Kiwi, sent them my reservation showing the baggage fee payment of 53 euros, which I had to pay in Boston. Kiwi emailed me on September 12, stating they refunded the 53 euros to the same account. However, as of today, October 7, I haven't received the refund. I checked with my bank, but nothing. I want to confirm if the refund was actually made or if it's just a claim.

Dear Sir/Madam, I had a recent experience at Mumbai airport on June 18, [redacted], traveling from Mumbai to Muscat with Indigo using PNR-VCFSVC. Upon check-in, I was asked for a card number by the Indigo staff, and after giving the card I used to purchase the ticket through Kiwi.com, they requested a different card number which I could not provide. As a result, I was charged INR 4,[redacted] and issued a boarding card. I received a receipt for the amount and was advised to claim the refund from Kiwi.com. Subsequently, I discovered that Kiwi.com had provided another card number for the purchase. After contacting Indigo, I received a response on June 25, [redacted], stating that INR 4,[redacted] had been refunded to the card ending in xxxx xxxx xxxx [redacted] on June 18, [redacted], under the booking reference VCFSVC. They recommended contacting Kiwi.com for further refund assistance.

Dear Sir or Madam, As we are traveling with a small child, we would like to sit together. The boarding passes show that one person is seated with the child, but the other is seated very far away. Unfortunately, I am unable to change the seat directly with Ryanair as I do not have the email address used by Kiwi at the time of booking. Therefore, I kindly request you to change the seats so all 3 of us can sit together and provide me with the email address so I can make any future changes directly with Ryanair. I have been unable to reach you by phone yesterday or today (waiting over 1.5 hours in total), so I request you to call me back at 0[redacted] or send me the information via email. Thank you for your assistance and kind regards, Natalie Depuhl-Stecken

I tried to change my flight and was charged three times. Despite not being able to speak with anyone from the company, I have been attempting to resolve this for two days. This situation has greatly inconvenienced me and my employees. I have all my receipts and necessary documentation and am hoping to receive a refund promptly. I have noticed other customers expressing similar frustrations. A phone call to address this issue would be appreciated as it may influence my decision to continue using your services and prevent negative social media reviews from my network of [redacted] employees.