Kiwi.com Customer Service Issues

Dear Kiwi Managers, I am writing to address a significant issue regarding my son's travel plans booked through your company. Unfortunately, the tickets were not sent to Afriqiyah Airways in Cairo for his trip to Tunis via Benhazi, causing major inconvenience. I insist that your company compensates my son, Issam, for all physical and material damages promptly, or I will be forced to pursue further action for full compensation. Please see the emails below that I sent to your company requesting assistance with this matter. The situation is urgent as my son is currently stranded at Cairo Airport without a visa, and I implore your immediate intervention to rectify this mishap. My family is deeply concerned, and we seek a swift resolution to this distressing situation. I urge you to communicate the outcome of your actions to the provided email addresses and phone numbers promptly. The booking number is [redacted]. Your prompt attention to this matter is greatly appreciated. Sincerely, Issam's Father

Subject: Flight Amendment Request for Valentino Panari Hello, I am reaching out on behalf of my partner, Valentino Panari, who is scheduled for a return flight from Alghero, Sardinia to Stansted Airport in London this morning. We urgently booked this flight on Monday, the 20th, after Valentino received the tragic news of his father's sudden passing. Due to unforeseen circumstances related to his father's autopsy, his lawyer has advised that he needs to stay in Sardinia for a few more days. I am seeking guidance on how to proceed with amending the return ticket in light of these circumstances. If it's not possible to amend the ticket, please let me know if purchasing a new return flight is necessary. I have attached the original boarding pass details for your reference. Looking forward to your instructions on this matter. Alternatively, you can reach Valentino directly at [[redacted]]. Thank you for your assistance. Warm regards, Muriel (Miss M Murombe-Chivero)

I purchased my ticket via Kiwi and received a booking confirmation. However, upon arriving at the airport, the airline had no record of my reservation. Attempting to reach Kiwi support proved futile as I was unable to speak with a live representative in time for my flight. Consequently, I had to purchase an additional ticket for the same flight. I now seek reimbursement for the extra expense of having to buy two tickets. Additionally, I am uncertain if my return ticket is valid or if I must purchase one directly from the airline.

I made a booking through Kiwi.com for a flight with Wizz Air UK, but my return flight got canceled. Following Kiwi's instructions, I checked for alternatives in my booking account and quickly responded. However, none of the options provided were suitable. I found another return flight on my own with the same carrier for the next day and suggested it, providing all the details online and via email as instructed by Kiwi. Despite their advice not to book directly with the airline, I haven't received a proper response from Kiwi after suggesting the alternative. Now, I'm locked out of my booking account and unable to proceed further. I've tried reaching out through other channels without success. I'm eager to resolve this issue as I would like to avoid canceling the trip altogether.

I have reservations for two flights that are part of the same trip. The first flight is from Turin to Olbia on July 15th at 9:15 am operated by Voltea. The second flight is from Olbia to Turin on July 21st at 7:15 pm operated by Easyjet. Unfortunately, Easyjet has canceled the second flight today. The alternative options provided by Kiwi are not suitable due to long layovers and unnecessary return flights to Turin. I am looking for a solution to either fly from Olbia to Milan Malpensa or receive a refund for only the second flight while keeping the first flight intact. I am concerned whether rejecting all alternatives and refunds will keep my confirmed Turin-Olbia flight valid. The Kiwi App seems to only offer the option to cancel the entire trip rather than provide a partial refund. I have been unable to reach Kiwi for assistance as the chat feature appears to be automated without the option to send a message. Thank you for your help.

Hello, I recently booked a one-way ticket from JFK Airport in NY to Tirana, Albania with a layover in Milan. I completed the reservation and paid $1,[redacted].03 on June 24th at 6:22 pm. Although I was supposed to receive the booking number within 24 hours, I haven't received any emails from Kiwi.com yet. I tried to contact your customer service, but without the booking number, I couldn't get through. Today, when I reached out to ITA Airways, they confirmed that they only have the ticket from NY to Milan in their system and couldn't find anything for the Milan to Albania leg of the journey. I managed to get the booking number for the NY to Milan segment from ITA Airways, which is T2OBBT. The ticket number is [redacted][redacted]. The traveler is Mevlude Miraku, an 83-year-old who requires a wheelchair. She cannot have two separate tickets as she doesn't speak English. If I had received the necessary information within 24 hours, I could have taken action to resolve this issue. I can be reached at 1[redacted]. My name is Daniela. This is my first experience booking through Kiwi, and I hope we can resolve this matter promptly.

1. We bought tickets through KIWI.COM and were unaware of the need for a transit visa in Saudi Arabia for layovers exceeding 12 hours. Consequently, we couldn't use the tickets and promptly requested an itinerary change from Kiwi. Despite following their 24-hour rule for changes, we received no response after multiple follow-ups. Subsequently, we had to purchase tickets from another airline. Our unused flight tickets from Kiwi.com are verifiable through the passenger manifests of Air Arabia and Malaysian Airlines. 2. Concerning identity theft or card fraud, upon reviewing the E-ticket passenger file, we discovered that Kiwi.com had created a credit card under the name of one of our companions (Romeo B. Jr). This unauthorized credit card was not used for our ticket purchase; I made the transaction directly with my credit card from the Philippine National Bank.

Hello, I am reaching out for assistance regarding my cancelled flight to Porto on July 12th. This has created financial strain for me as a student, especially as I was attending a conference. I am unable to cover the cost of a new flight or accept the €30 voucher offered by Kiwi.com. Reimbursement for the €[redacted] hotel expense is also unavailable to me. I have reached out to Ryanair, but as I booked through your platform, they are unable to provide assistance. Any help or guidance you can offer would be greatly appreciated. Thank you for your support. Sincerely, Sophia A.

Dear Sir/Ma, Good morning from Nairobi. I hope this message finds you well. I am reaching out regarding my flight arrangements from Nairobi to Lagos to Port Harcourt that you assisted me in booking. I would like to request your help in changing my Airpeace flight from Lagos to PHC to tomorrow, Tuesday, June 28, [redacted]. I had to adjust my travel plans from Nairobi this morning. I have successfully rescheduled my Ethiopian Airlines flights to Lagos (NBO-ADD 05:00-07:15) and (ADD-LOS 09:00-12:25). Despite contacting Airpeace by phone, they advised me that only an agent can make the changes. I kindly ask for your assistance in rescheduling the flight and sending me the updated ticket. Flight Details: Booking Number: [redacted] [redacted] [redacted] PNR: ASV7KL

Good evening, I made a booking for a round trip from Berlin to Lisbon on May 29. My booking confirmation number is: [redacted]52. Recently, I received an email stating that one of my connecting flights from Brussels to Berlin was cancelled, requiring an additional fee for a new flight. However, after contacting Brussels Airline, I was informed that there was no flight booked under my name and that the flight from Brussels to Berlin was not cancelled. I need an explanation for this discrepancy. If I do not receive clarification regarding the missing booking and the false cancellation claim, I will be forced to seek legal advice.

Dear Sir, I am writing to inform you that the first leg of my trip with Tunisair was canceled abruptly while I was at Tunis Carthage Airport without access to the internet. Due to my professional commitments as a Professor with a conference in Bucharest, Romania, I had to book another flight from Istanbul, Turkey, to reach my final destination. Unfortunately, upon arrival at the airport, I was informed that my ticket was affected by the earlier cancellation and that all subsequent flights were invalidated. I tried to resolve the issue with the supervisor, who could not locate my ticket in the system. As time was of the essence, I had to resort to a long and arduous bus journey from Istanbul to Bucharest due to financial constraints. I have already missed the outbound leg of my trip and I kindly request your assistance in validating my return trip, as per my e-ticket, scheduled for July 2nd, [redacted], from Bucharest to Istanbul with Turkish Airlines, and on July 3rd, [redacted], from Istanbul to Tunis with Tunisair. I kindly ask for your prompt attention in validating my return trip and arranging for the revised itinerary. Your immediate assistance in this matter would be greatly appreciated by me and my colleagues. Kind Regards

I booked a flight on Kiwi.com, and somehow it used a name I never entered as the passenger. I submitted a request to change this. However, it then booked the flight for two weeks from now instead of tomorrow as I selected. The location showed as the United States, yet prices were in Euros. When trying to rectify these issues and logging in, I couldn't find any flights. I can't use the support phone number as it requires a booking number, which I couldn't find on Kiwi.com since no flights were listed under my name. Despite paying for the ticket and my name being used for the passenger, there's no trace of the booking on Kiwi.com. To make matters worse, Kiwi.com is asking for more money to change the dates than I initially paid for the flights. I'm baffled by being directed to Kiwi.com when I initially searched on Kayak.com. This experience has been incredibly frustrating and confusing.

I would like to change my reservation since I couldn't fly due to having COVID-19. Now that I am feeling better, I need to fly to Barcelona urgently for an important matter this Friday. My original ticket was to Paris, then to Israel. I need a quick response as I haven't been able to contact you directly. I hope for a full refund if changing the reservation is not an option. I have the positive COVID-19 test documentation which I can provide. I had the test a few hours before my scheduled flight. I urgently need assistance with booking a new flight as soon as possible. My booking number is [redacted]05.

Hello, I am Reg H. from Australia. I bought a ticket from the online travel agency kiwi.com almost two years ago. A kiwi.com representative promised me a refund of $[redacted] AUD, but now I am unable to reach them as my access to their help desk has been blocked or removed. It is frustrating to see this company still in operation despite numerous negative reviews. I simply want my refund after being misled by a non-operational flight on the ticket. My anger and disappointment are overwhelming. I wish to address this matter with the management promptly.

Hello, My name is Mevlude Miraku, and I will be traveling via Kiwi on July 4th from NY JFK Airport at 20:55 to Milan Malpensa Airport at 11:05 with a layover, and then continuing to Albania Tirana airport. I paid 1,[redacted].03 USD to Kiwi on June 24 at 18:22. As an 83-year-old individual needing assistance and a wheelchair, I am concerned about transferring my luggage from ITA Airways to Air Albania during my stop in Milan as I need to check-in twice. Can Kiwi arrange for the transfer of my luggage between airlines to ease this process for me? I appreciate any help you can provide. My Kiwi booking number is: T2OBBT, ITA airline booking number: MPTYJJ, Air Albania booking number: WG262A, ITA Airways ticket number: [redacted][redacted], Air Albania ticket number: [redacted][redacted]. Thank you for your assistance.

Hello, My husband has booked a flight with Booking#: [redacted] [redacted] [redacted] for me and my three children to fly on July 10th from Berlin to Montenegro. However, there are a few mistakes that he made. Firstly, he forgot the last letter of one of the kids' last names. Secondly, it is a connecting flight from Berlin through London, which is inconvenient. Thirdly, he indicated that we are German citizens although we are actually American citizens living in Germany with a German visa. I tried to contact Ryanair, but it seems the booking is through Kiwi.com, and I cannot find a telephone number for assistance. I would appreciate speaking with an agent. The email address used for booking is [redacted] I am unable to check in online through Ryanair or make any changes to the booking. Kindly respond to me at your earliest convenience. My email is [redacted], and my phone number is +49 [redacted]9. Best regards, Amra Balijagic

Hello, I am Kyriaki Forfoli. I am facing an issue with my flight itinerary booked through Kiwi for July 12, consisting of three flights - Mykonos to Athens, Athens to London Heathrow, and then London Heathrow to Newcastle upon Tyne. The British Airways flight from London Heathrow to Newcastle upon Tyne has been canceled, and Kiwi has proposed alternative options that do not work for me. I would like to use the valid parts of my ticket and find my own way to my final UK destination. I am seeking the e-ticket number or booking reference from Aegean Airlines for the first two flights. If I choose not to take any action, can I still travel to London Heathrow on July 12 as planned? I have a graduation ceremony on July 13 and need to reach my destination on time. I do not want a refund; I only wish to complete my journey successfully. Kindly provide guidance on how to proceed. My booking reference is [redacted]33.

Dear Madam/Sir, On June 16, [redacted], I booked a flight with your company for €[redacted].70 (Booking Number: [redacted] [redacted] [redacted]). I came across information stating that Lufthansa has canceled multiple flights due to a shortage of staff. Hence, I am reaching out to inquire whether our flight has been affected as well. I would appreciate it if you could provide me with some feedback. Thank you in advance. Warm regards, Teresa Tricarico

I am requesting assistance with a refund issue. The agent assured me that my refund for $[redacted] would be returned to the same credit card I used to purchase my $50 JetBlue airline ticket. However, the refund has not been credited back to my card, and an additional $50 seems to be missing. I have contacted the company by phone, but they have not refunded the money or resolved the issue. I am extremely disappointed with the service provided. My details are as follows: Name - Santa M. Perez, Email - [redacted], Phone - [redacted], Credit Card - CitiBank under Debra Quinones. The reservation number is [redacted] for a trip from San Juan, PR to Hartford, purchased on March 3, [redacted]. I canceled the trip within 48 hours on March 4, [redacted], due to personal reasons and health concerns. The agent promised a refund within 10 days, but it has not been processed. I kindly request that Debra Quinones disputes the charge on her credit card if the refund is not issued promptly. Thank you.

Hello, I recently made flight reservations through Kiwi with the booking reference number [redacted]59 for flights from Berlin to Thessaloniki and back. Unfortunately, my return flight from Thessaloniki to Berlin scheduled for August 16th has been cancelled. I am not interested in changing to the alternative flights suggested by Kiwi due to their high cost and discomfort levels. Instead, I have two preferred solutions: 1. I would like Kiwi to contact Ryanair on my behalf to change my return flight since Ryanair has suitable flights on August 17th or 18th. As Ryanair was the airline that cancelled, they are obliged to facilitate this change free of charge. 2. If the above is not feasible, I will request a full refund from Kiwi. However, I need clarification on the refund process. Will the refunded amount be credited back to my bank account or as Kiwi credit? Additionally, a portion of the payment was made using Kiwi credit - will this also be reimbursed? Ideally, the first solution involving Ryanair would be most convenient for me. Thank you, A.V.