Kiwi.com Customer Service Issues

Dear Sir or Madam, I am writing regarding the cancellation of a portion of our flight booking with the reference number [redacted] [redacted] [redacted]. The alternative offers provided by you, involving additional costs and unrealistic layover times (+20h), are not acceptable to us. Therefore, we wish to exercise our right to cancel the entire trip. We kindly request a response from you regarding the cancellation of the whole journey and a full refund of the flight fees to the original payment method (Paypal). We expect your reply within 3 working days, by 11.05.[redacted]. If we do not hear from you within this timeframe, our legal representative will be in touch. Best regards, Menz

Good day, I am booking a flight from Catania to New York and need some information: 1) Is it possible to bring a carry-on trolley as hand luggage even if only weight restrictions are specified? 2) Do checked baggage need to be picked up since it's not a direct flight? 3) We are a group of 4, two of whom require assistance for disabilities. How can we arrange for seating? Will the airlines assign them automatically? 4) Can I have a phone number to contact you? 5) Can I arrange health insurance after booking? Thank you.

Good morning, I am facing an issue as my reservation has disappeared from the menu. I attempted to contact Kiwi.com, but unfortunately, with no success. After reaching out to the airport and EasyJet, I was redirected back to Kiwi.com. Could you kindly reach out to me to help resolve this matter? My phone number is +[redacted]81. I am seeking a refund of €[redacted] for a reservation made on April 27, [redacted], at 18:04. I have proof of payment through a photo of the transaction made with my card online. I am dissatisfied with the situation, especially considering I had to purchase an additional ticket at a higher price with EasyJet.

Good morning, I need information about the Catania to New York flight. 1) What are the dimensions for carry-on luggage? Can a trolley be considered as such? 2) Does checked baggage arrive directly at the destination or do I have to pick it up at each transfer? 3) Can health insurance be arranged after booking the flight? 4) If I need to request wheelchair assistance, are the seats assigned by the airline? There are four of us traveling, including two individuals needing assistance. How should I proceed regarding seating arrangements? Thank you.

Hello, I have a trip booked with Kiwi.com to Europe that was purchased through Kayak. I am facing an issue where Kiwi.com is not recognizing my itinerary for the trip scheduled from June 6 to June 29. Despite it being visible in my account on their app, I am unable to reach their customer service team for assistance. I have attempted to upgrade my booking but have been unsuccessful. Can anyone provide guidance on how to successfully contact Kiwi.com for support? Thank you.

During our return journey, we were forced to pay €91.98 even though our carry-on luggage was not larger or heavier than on the outbound journey. We had the hand trolley with us. Please clarify and refund the amount. We booked all components of your trip. Booking Number: [redacted] Booking Status: Confirmed We are pleased to confirm that your booking is complete. 🎉 You can now manage your trip, choose additional services, and start preparing for your journey. Manage Trip Download E-Tickets Some transport companies still require a printed E-ticket, so please make sure to have it with you on your journey. Passengers Luggage Okay G. 1 × Personal item 40 × 25 × 20 cm, 10 kg Cemile G. 1 × Personal item 40 × 25 × 20 cm, 10 kg Ramazan A. 1 × Personal item 40 × 25 × 20 cm, 10 kg Melek A. 1 × Personal item 40 × 25 × 20 cm, 10 kg

On Saturday, May 14th, [redacted], I took a Ryanair flight FR564 from Alicante, Spain to Seville, Spain scheduled to depart at 13:25 and arrive at 14:40. Due to a mechanical issue, we had to switch planes and arrived in Seville at 17:20. Consequently, I missed my connecting flight to Billund, Denmark on flight FR6379 departing at 16:50, both booked through KIWI.COM with Reservation Number [redacted] [redacted] [redacted]. Kiwi.com promised a seamless connection for both flights. To reach Billund, Denmark, I flew to Palma de Mallorca on Vueling VY [redacted] departing Seville at 21:20 on May 14th, arriving close to midnight. Tomorrow, I am flying another Ryanair flight to Billund at 14:50. Currently, I am staying in a hotel in Palma de Mallorca and had to cover the expenses for the hotel stay and taxi fare, as well as the additional flights I had to book. I had chosen to purchase the original flights on May 14th for the assurance of Kiwi.com’s flight combination guarantee. I hope Kiwi.com swiftly contacts Ryanair to facilitate a refund due to the unforeseen expenses incurred, especially considering the last-minute nature of booking the alternative flights.

When I purchased the ticket, I misspelled the email address, which led to not receiving confirmation of my flight although the payment went through. The correct email is [redacted], but I mistakenly entered [redacted] The flight is scheduled for Monday, June 6th, departing at 7 pm and arriving in Bucharest at 11:59 pm. The booking is under the name Calin-Mihai Gheorghe. The reference number for the transaction is kiwi.com [redacted]02. I need guidance on how to correct the email address to ensure I receive the flight confirmation and details. Thank you.

Subject: Issue with Missing Carry-On Baggage on Reservation [Redacted] Hello, I wanted to bring to your attention an issue we recently discovered while checking our Kiwi reservation number [Redacted]. We had purchased a carry-on luggage for passenger P.Vicari, which was correctly included in the initial email confirmation. However, after some flight schedule changes due to carrier modifications, our updated reservation no longer reflects the purchased baggage. We need your assistance in rectifying this situation promptly by adding back the carry-on baggage to our reservation. I have attached our travel documents, showing the discrepancy between the original and updated reservation. Please address this matter at your earliest convenience. If needed, you may reach me at the mobile number +39 [redacted] for further clarification. Thank you for your attention to this matter. Best regards

I am writing to express my disappointment regarding a recent flight booking from Kathmandu to Japan for my husband, N.G., scheduled for the 11th of May. The flight was paid for using my Mastercard. Due to operational issues, he was unable to board the flight at Delhi airport, causing significant inconvenience as we had booked the flight last minute out of necessity. The situation resulted in my husband missing important commitments and incurring additional expenses for a new ticket, amounting to approximately [redacted] Canadian dollars. The ordeal was distressing for both of us, especially with him being stranded in Delhi with no support. We had to swiftly arrange and pay for alternative travel the following day. I urge for a refund and appropriate compensation for the distress and financial loss caused by this unfortunate incident. [redacted]

Good morning, I have a flight booked for June 3 to Iceland, but due to personal reasons, I need to cancel or change the departure and arrival dates. I would like to inquire about the penalties or options for cancellation or modification. Thank you. Reservation Number: [redacted] Reservation Status: Confirmed We confirm that your booking is complete. 🎉 You can now manage your trip, select additional services, and start preparing to travel. Manage trip Download e-tickets Some airlines may still require a printed e-ticket, so remember to bring it with you during the journey. PASSENGERS BAGGAGE Fernando Polo Cascajero 1 × Personal item 40 × 25 × 20 cm, 10 kg Almudena del Pino Borque 1 × Personal item 40 × 25 × 20 cm, 10 kg

Dear Customer Service, I am writing to address numerous issues regarding reservation number [redacted]39 that require urgent attention. 1. Following my booking and payment, a flight was canceled (not my fault) without a replacement flight being arranged. The return portion from Frankfurt to Budapest is in place, but there is no connection from Preveza to Frankfurt. The refund for this leg has not been processed or communicated. 2. My original travel dates of 5-12 did not materialize. 3. For the July 6 trip, I have only about 1 hour layover in Munich, which is insufficient time considering any delays, especially as I paid extra for baggage that might not be feasibly retrieved in that timeframe. 4. Subsequently, I was offered alternative options for additional costs, which is perplexing as I have not made any changes. Shouldn't it be your responsibility to handle my itinerary, especially considering the fees paid for your service? The lack of direct communication and guidance provided is troubling. 5. I urge you to fulfill our agreement, providing appropriate flights and compensating for the canceled leg with reasonable layover times. I request a prompt response, Sincerely, Dr. Z. Boromisza Lufthansa Cancellation Policy: If your itinerary includes one or more canceled Lufthansa flights and you have not yet requested a refund, you may do so. If a refund request has already been made by phone or email, refrain from submitting a new request to avoid processing delays. Unused tickets will be fully refunded to the original payment method.

I have reserved two flights via your website, but both have been canceled by the carrier. To process a refund, the carrier requires the ticket number (starting with [redacted]) and PNR. The details of the bookings are as follows: Flight 1: - Athens to Cluj Napoca on July 28, [redacted] - Carrier: Aegean - Flight Number: A3964 - PNR: 2ANFBW - Booking Reference: [redacted]57 - Passengers: P.L. Daniela, N. Sanda Flight 2: - Cluj Napoca to Athens - Carrier: Aegean - Flight Number: A3965 - PNR: O1W5LY - Booking Reference: [redacted]93 - Passengers: P.L. Daniela, N. Sanda I appreciate your help and hope you have a fantastic day!

Hello, I made reservations for two flights, one for my daughter and me, to Cologne airport on May 13, [redacted] (returning May 17) to attend a Robbie Williams concert on May 15. I also paid for our hotel for the five-day trip in Germany. Unfortunately, the concert was postponed shortly before the original date to August 30 of the same year. I reached out to Kiwi.com before our departure date to inform them, but I have not received a response. I kindly request that you assist me in contacting Kiwi.com for a refund of approximately £[redacted] that I paid for the flights. Until I receive the refund, I am unable to make arrangements for the August concert, for which I already have tickets and the hotel booked in Bohn is non-refundable, leaving me in a challenging financial situation. Thank you for your assistance in this matter. Acknowledgment of this message is appreciated. Regards, Carol H.

Hello, I would like to report an issue with our flight bookings through AirAsia Multistopp on kiwi.com. My wife, T.S., received her boarding ticket for the first flight, but I, M.J., did not receive mine for the FireFly flight to Penang. The booking number is [redacted] [redacted] [redacted]. Additionally, the birth date and passport expiry date are wrong for the Penang flight. This information was correct in the booking and confirmation process on kiwi.com. Please update the dates accordingly to avoid any issues at the airport. If problems arise, I am prepared to refund the charges on my credit card. Your prompt assistance in resolving these matters would be greatly appreciated. Thank you, M.J. and T.S. Email: [redacted]

I am seeking assistance with a charge on my credit card related to booking number [redacted]52. I urgently had to book a flight on March 31 to bring my son and his girlfriend back from Ecuador due to an emergency. Despite the flight being initially canceled because it wasn't on my credit card, after much persistence, a supervisor assured us she would assist by placing the booking on my son's credit card. He paid for the flight, yet I was informed that a different booking number was used, leading to the refund issue. This situation is financially challenging for us, especially after losing our home in a fire and facing additional expenses. The confirmation number for the flight is ABPZBO. I am hopeful for a resolution. Thank you, Roxanne LETENDRE.

Dear Community, I have recently received a Level refund from KIWI. After contacting LEVEL, they informed me that KIWI has not submitted a cash refund request for my Voucher. The LEVEL VOUCHERS EXPIRE ON JUNE 28, [redacted], so I urgently need the cash refund to be processed. I have attached the LEVEL Voucher information provided to me by KIWI. To proceed with the CASH REFUND, LEVEL is requesting the last 4 digits of the original KIWI card used for payment. Please find the details in the attached Level Voucher info. I kindly request immediate initiation of the cash refund process for the voucher. Additionally, I would appreciate any updates on the status of the LEVEL Voucher Cash Refund. It is crucial to ensure that the refund is processed before the expiration date of the vouchers. Thank you for your assistance in this matter. Best Regards, A. Chmielewski

Hello, I am looking to retrieve the email and card details that were used for my reservation, which unfortunately got cancelled due to a flight change. I am hoping to rebook the flight with the airline directly as we require wheelchair assistance. The alternative flights available on Kiwi are significantly more expensive, which we are unable to afford. Please send the necessary information and confirmation to my email address [redacted] if it's feasible to proceed with rebooking through the airline. Thank you and best regards, Leona

Dear Kiwi.com, I encountered an issue with a booking for my friend on the connecting flights 3L252 and 3L63 from Muscat to Dhaka through Abu Dhabi on June 15, [redacted], for MOHAMMED SHAMIM SARKER. The transaction number is [redacted]39. I mistakenly misspelled my email address and did not receive the confirmation email. In the app, I entered [redacted] instead of the correct email, [redacted] Please inform me if you require any additional information so I can correct this error before the flight date. Best regards, Abdullah Muhanna

Hello, I have had several communications regarding this issue. I made a reservation for a trip in April. During the booking process, I tried to cancel because I noticed that one airport was incorrect. The airline informed me that I needed to wait until all flights were confirmed before canceling. After two days, I received confirmation, and I discovered that I lost a baggage allowance for one flight due to it being fully booked. Because of this, the trip is not feasible for me since I am traveling with a child and need baggage on all flights. The cost to book baggage separately on each flight is too high. I have requested a refund since I have already incurred over €[redacted] in expenses. I was only offered €10, which I feel is unreasonable since the inability to take my baggage on one flight was not my fault. I need a full refund to book alternative flights, as I cannot afford to lose such a large amount of money while raising my child alone. Contacting someone has been difficult, and waiting to speak with someone only 48 hours before the trip is too late. I need assistance urgently as my child is unsure if we can still go on vacation without alternative flight arrangements. Thank you, C. Gavin