Kiwi.com Customer Service Issues

We booked a flight from Bucharest to Ibiza, and the transaction was processed immediately with the money deducted from our bank account. However, it has been over 85 hours since booking, and we have not received a confirmation email or any text message. Additionally, there is no pending flight visible in our online account. Essentially, we paid for a service we have not received and may not receive at all. We are extremely disappointed.

Dear Sir/Madam, I would like to report that my flight was canceled at ERCAN airport in North Cyprus on the 27th of June. The airline staff mentioned that I required an Egyptian transit visa since I was planning to change airports in Egypt, which resulted in them refusing to check me in. I am now seeking a refund so I can purchase a new ticket with Turkish Airlines. Despite my request being submitted over a week ago, I have yet to receive my refund. After contacting the airline, they informed me that the money had been sent and advised me to check with my bank. However, my bank has confirmed that they have not received any funds from kiwi.com. I would appreciate any assistance you can provide on how I can proceed to obtain my refund promptly. Best regards, Orlando N.

My name is Aldo ESPOSITO. I made an error while booking my flight from Catania to Verona and back (July 14, [redacted] - July 18, [redacted]). Unfortunately, the email address "[redacted]" is incorrect, causing me to miss receiving the booking confirmation and electronic tickets. I have screenshots of the bookings, but I didn't receive the electronic tickets at my correct email address, which is "[redacted]" I received an SMS confirming the booking on my phone, but I still need the tickets. I kindly request assistance in resolving this issue so I can print out both tickets. Thank you for your help. Kind regards, Aldo ESPOSITO

Subject: Assistance Needed with Flight Rescheduling Issue Hello, I need some help regarding my recent flight bookings with kiwi.com. I had a series of flights booked from Cambodia to Australia. The first leg of my journey from Siem Reap to Kuala Lumpur has been rescheduled by 48 hours, causing a chain reaction with my subsequent flights to Singapore and Sydney. I've had unfruitful conversations with Kiwi's staff and am seeking further clarification on my options. I've decided to extend my stay in Siem Reap, skip the Kuala Lumpur leg, and proceed with my flights to Singapore and then Sydney. Despite understanding the forfeited cost of the first rescheduled flight and the lost booking for the second flight, I am encountering difficulties changing the date of my third flight from Singapore to Sydney. I hold a 'standard ticket' allowing changes to my booking, but Kiwi employees have informed me that changing my third flight is not possible without sufficient explanation. This has left me frustrated, especially considering the financial losses I am facing. I am seeking a solution that avoids such substantial losses and allows me to complete my journey home amidst the challenges posed by the ongoing pandemic. My booking number is [redacted]. Your prompt assistance in resolving this matter is greatly appreciated. Thank you, Tia

Dear Sir or Madam, I booked tickets through your website for a trip from Vienna to Kabul, Afghanistan with a layover in Abu Dhabi. Despite clearly stating in my application that I am an Afghan citizen, I was not informed that the UAE does not issue transit visas for Afghans. Upon arriving in Abu Dhabi, I encountered difficulties obtaining the necessary transit visa despite my booking. This resulted in me and my family being deported to Budapest at my own expense, where I had to buy new tickets back to Vienna. I faced significant stress and financial loss amounting to around €[redacted] due to this misinformation. It is important for an official travel agency to be aware of such regulations to avoid causing inconvenience to customers like myself. I kindly request a refund for the costs incurred or will have to pursue further action through legal channels. Sincerely, Qader S.

Hello, I am extremely confused and disappointed by the actions of the Mexican authorities. Upon arriving in Cancun, Mexico, as per my scheduled booking, I was denied entry. They cited my lack of booked accommodation and pesos as the reason. I tried to explain that I never needed to pre-book my stay, as it wasn't mentioned in any form or on your site. Our experience during the 14-hour ordeal was humiliating and cruel. Currently, I am on my way back to Lima with a layover in Panama City, and I fear losing the flights I booked to Greece next week. It's financially straining. I was not warned about this requirement anywhere. Any assistance, guidance, or potential refund options would be greatly appreciated, as my funds are quite limited at the moment.

While booking my flight from Madrid to LHR, the price unexpectedly changed, and the original flight became unavailable. I opted for a different price and completed the payment, only to realize that the booking was for Madrid to Stanstead London, not my intended destination. I promptly initiated a cancellation request while it was still processing, and I can provide evidence of the error. However, I then received a booking confirmation email a minute later. I kindly request a refund or the ability to change the flight without any additional charges. Your assistance in rectifying this situation would be greatly appreciated. Thank you.

Hello, I would like to share that we have booked 5 flights through Kiwi using the James Villas flights option. The airline is Ryanair, and we have booked 5 return flights from Bristol to Lanzarote. The outbound flight is on Sunday, August 14, [redacted], returning on August 21, [redacted]. The booking reference number is redacted, and the payment has been made in full. Even though we have uploaded the check-in information, the flights are not visible in the Kiwi App. Consequently, we are not able to obtain boarding passes, and the flights do not appear when I log into my Kiwi.com website account. I am concerned about whether my flights are actually booked and if Ryanair will allow us to board without boarding passes. I am also wondering if the boarding cards will be sent via email, as the flight details are not showing on any apps.

I need to cancel the trip booked under reference number [redacted] because my wife has injured her knee and we have a medical certificate from her GP. We have insurance with Storebrand, who will refund the ticket charges. I am requesting a refund from Kiwi.com for the airport taxes and charges. Kindly process the refund to my bank account at NORDEQ in Norway. My account number is [redacted].10.[redacted]. Thank you.

I had an issue purchasing plane tickets through Kiwi.com. The website glitched during checkout, so I bought tickets directly from Frontier at a higher price. When checking in for the flight, Frontier noticed the double booking and canceled my Kiwi.com reservation. I sought a refund from Kiwi.com and Frontier's customer service, but haven't successfully received one yet. Frontier mentioned that as a third party, Kiwi.com should handle the refund, but Kiwi.com has yet to provide it.

Hi, I purchased a flight through Kiwi.com, but Ryanair is requesting more information from me. I need to confirm which email address was used to make the reservation, as the one I provided doesn't match. Reservation number: [redacted] [redacted] [redacted] (provided by Kiwi) Name: Denis ALCACHEBURY Flight from Bordeaux (FR) to Tirana on August 5th and return Tirana to Bordeaux on August 19th. Thank you for providing the necessary details. Denis ALCACHEBURY Phone: 00 33 6 72 87 17 27

Upon visiting the Kiwi.com website on my desktop, I encountered a pop-up offering a €30 discount in exchange for providing my email address. After receiving a unique code via email, I attempted to apply it to my flight booking in the desktop browser, only to discover it was valid for the app or mobile browser only. Transitioning to the email on my phone, I followed the link provided and replicated my booking details. Despite successfully using the code to deduct €30, my payment was declined due to mobile browser limitations. Subsequent efforts with the mobile app revealed the code as used, even though the transaction had not gone through. Disappointed by the process, I ultimately proceeded with the booking on the desktop, missing out on the promised discount. In summary: 1) Kiwi.com incentivized email submission with a €30 voucher. 2) The voucher was restricted to mobile platforms. 3) Mobile transactions proved unfeasible, leading to booking via desktop with no discount, leaving me questioning the legitimacy of the experience.

Hello, My friends and I made flight reservations using Kiwi. Our trip is scheduled for July 15th with connections from Tallinn to Riga, Riga to Milan, and Milan to Palermo. My booking reference number is [redacted]44. Originally, our first flight was at 2:05 PM from Tallinn, but it was changed to 3:15 PM. This change doesn't align with our connecting flight departing at 4:05 PM from Riga. Airbaltic shows a flight at 10:45 PM, which matches our schedule, but Kiwi still shows the old timing. We face a similar issue on July 26th, with our flight from Rome to Tallinn rescheduled from 6:15 PM to 4:10 PM, but Kiwi still shows the old time. Since the 2:05 PM Airbaltic flight is not available on July 15th, we can't check in via Kiwi. Ryanair claims they have no record of our booking. We would like Kiwi to update our flights to the correct timings. A Ryanair representative confirmed our booking at Tallinn Airport, but I'm reaching out to ensure everything is in order before our trip on Friday. Our group bookings are under the names Elisabet Priidel, Andres Kostabi, Kreetel Koch, and Carlos Ukareda, with the email [redacted] I've been unable to contact Kiwi for a week, so any assistance with our reservations would be appreciated. Please let me know if more details are required. Best regards, Elisabet Priidel

On July 7, we received notification of the cancellation of our flight booked through Kiwi.com with WizzAir. Despite our efforts to resolve the issue by contacting Kiwi.com, we have faced challenges in securing a response regarding our entitlement to a free re-routing as confirmed by WizzAir. We have attempted to reach out through various channels including helpdesk, phone, Facebook, and Twitter, but have not received a satisfactory response. We seek assistance from Kiwi.com to communicate with WizzAir on our behalf and to proceed with the free re-routing option offered by the airline. Flight Details: - Origin: London Gatwick - Destination: Vienna - Departure: 20:00 on July 30, [redacted] - Kiwi.com Booking Number: [redacted] [redacted] [redacted] - Email: [redacted] Thank you, Benjamin T. & Alice I.

Dear Kiwi Support, I recently made a reservation on your website for a flight from Israel to Budapest, scheduled from 10/08/22 to 15/07/22. Unfortunately, during the booking process, I mistakenly selected the wrong gender and subsequently paid NIS [redacted] to correct it from female to male. Despite receiving an email confirming the payment and indicating that the change would be processed, I have not received any further updates. I am concerned about facing issues at the airport due to this error and would appreciate a prompt resolution. The booking is under the name Shay Felick from Israel. My contact number is +[redacted][redacted]. I kindly request your assistance in ensuring that the gender change has been updated before my upcoming flight. Thank you for your attention to this matter. Sincerely, [Customer]

I am following up on my booking [redacted] with Jet2. I would like to inform you that I have filed an official complaint with Jet2 regarding Kiwi.com. It has been over three months since our trip was cancelled, and my refund of approximately £[redacted].59 for the flight and luggage is still pending with you. Although you claim to be waiting for the carrier to reimburse you, I am aware that Jet2 processed refunds promptly on the day of cancellation and customers were to receive their funds back within about 7 days. Therefore, I am disappointed that my refund has not been issued yet. Consequently, I have lodged a complaint with Jet2, and they are investigating the matter on my behalf. I am concerned about the delay in my refund. Kindly respond to my messages and address this issue promptly.

Hello, I couldn't find any other way to contact you, so I'm reaching out through this email address, please excuse me. I am contacting you regarding a reservation (booking number 2 16 [redacted] [redacted]) made under the name Luc DUVOT with a passenger named Cassandre COLLIN. The reservation was originally made with an incorrect email address ([redacted]), so I have corrected it to the right one ([redacted]). I am unable to access the booking page on the "KIWI" website or app, but I do have the e-tickets. In order to properly receive the boarding passes, could you please inform me of the steps to follow to make this trip available on my app? Thank you in advance, L. DUVOT

I made a booking with kiwi.com for a flight from Newcastle to Tel Aviv via Krakow. Unfortunately, the first flight of my return journey was changed, causing me to miss my connecting flight. The reasons provided, such as "likely due to corona," don't seem accurate given the timing. The alternative options offered don't work for me, and I'm hesitant to request a refund without knowing the details. I tried to modify my return to cancel it while keeping the outward flight, or change airports and timings, but those choices weren't available. I wonder if I could simply keep my itinerary and be placed on the next available flight in Krakow if I miss the connection. Rising prices are concerning, so any assistance would be appreciated.

I was unable to board a ZIPAIR flight from LAX to TYO booked through Kiwi.com due to a visa issue for my transfer at Narita Airport. Even though I hold a Swiss passport and Swiss citizens typically do not require visas for Japan stays, the specific requirements for transit caused me to be denied boarding. I am seeking reimbursement for my baggage and ticket due to insufficient information provided during the booking process. As a European traveler, I aim to file a complaint under EC [redacted]/[redacted] against Kiwi, a Czech company. Any assistance would be appreciated. Thank you. - M. Mottier

Dear Sir, I would like to bring to your attention a critical issue I encountered when two passengers booked my ticket with booking number [redacted] [redacted] [redacted] from Kuwait to Cairo through your agency. Unfortunately, upon arrival at the airport in Kuwait to check in on the scheduled date of July 12, [redacted], I was surprised to learn from the airport clerk that my final destination was Turkey via Cairo as a transit point. Even though I initially doubted this information, it was confirmed in your system. The tickets I received from your agency were supposed to be from Kuwait to Cairo directly, with no mention of a transit through Turkey. Despite my efforts to explain the situation to the airport staff, including the Egypt Air authorities, they were unable to assist as the error originated from your agency. Given the importance of my meeting in Egypt, I had no choice but to purchase new tickets from Egypt Air for $[redacted] to travel directly to Egypt. I am sharing this unfortunate experience in the hope that you will address this issue and compensate for the significant loss I incurred. Regards,