Kiwi.com Customer Service Issues

Hello, I wanted to share my unfortunate experience dealing with a cancelled flight booked through kiwi.com. My booking number was [redacted] [redacted] [redacted]. Upon reaching the Malta airport, I discovered that the initial leg of my journey from Malta to Turin was canceled without any prior notice. Although this was not kiwi.com's fault, the issue arose when they presented me with alternative flight options to London, claiming it would be free of charge. Following their instructions, I went to check in with Air Malta only to find out that I wasn't in their system as booked through kiwi.com. I was forced to purchase a ticket from Malta to Rome to proceed with my journey to London. Despite being offered a direct flight to London for a reasonable price, I declined, hoping to take advantage of the route via Rome and Bordeaux as per kiwi.com's offer. However, upon landing in Rome, I realized my boarding passes were not issued for the following flights as promised. After numerous attempts to contact kiwi.com for assistance, I finally reached an apologetic agent who informed me that my onward flights were not actually booked. This left me stranded in Rome and necessitated an additional [redacted] EUR expense to reach London. Overall, I believe that had kiwi.com not offered the alternative route via Rome and Bordeaux, I would have avoided this unexpected situation. I am seeking a full refund from kiwi.com to address the inconvenience caused by their miscommunication. Regards, Jan Panek

Dear Kiwi, I made a reservation through the Kiwi website on 11/06 from Israel to Budapest. I accidentally selected female as my gender instead of male. I paid NIS [redacted] to change my gender from female to male. After payment, we were informed via email that the charge was processed and the change would be taken care of and confirmed via email. However, I haven't received any confirmation yet. Given that my flight is approaching, I would like to ensure that the gender change has been successfully processed to avoid any issues at the airport. I kindly request a prompt update on the status of this change. My flight dates are from 10/08/22 to 15/07/22. I appreciate your quick assistance. Details: - Name: Shay Felick - Location: Israel - Email: [redacted] - Phone: +[redacted][redacted] Thank you. Your prompt attention to this matter is greatly appreciated.

I am inquiring about flight FR4845 on June 5, [redacted], from Milan BGY to Dublin scheduled for departure at 22:45. The flight was delayed by three hours and six minutes upon arrival at Dublin airport. The recent Court of Justice of the European Union ruling in Tui & others v CAA confirmed the entitlement to compensation for delays as established in the Sturgeon case. With EC Regulation [redacted]/[redacted] now part of UK law, I am requesting compensation under The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations [redacted] for this particular delayed flight. The passengers in my party were only myself, Emily L. The scheduled flight distance was 1,[redacted] kilometers, resulting in a compensation request of €[redacted]. I am anticipating a comprehensive reply within 14 days. If a satisfactory resolution is not provided, I will consider escalating the matter further, potentially through legal action. Please contact me via email to facilitate the submission of documentation as proof of my flight and the subsequent delay. Thank you, Emily

Hello, I'm Stefanny Kostrau Vite. A few hours ago, I purchased a flight from Berlin, Germany, to Los Angeles, United States, on your website. Despite filling in all the data correctly and selecting the right dates when making the payment, I was charged for a €[redacted] flight. However, upon receiving the confirmation email, I noticed that the ticket dates were different from what I chose and the airline listed was "Norse Atlantic Airways." After contacting the airline, they advised me to reach out to you for assistance. I am seeking a refund or a voucher as Kiwi's offer of €10 seems unreasonable. I have proof of my reservation with the number "[redacted] [redacted] [redacted]." Thank you for your help.

Hello, I recently made a booking with KIWI for a flight to Tallinn, but I accidentally chose the wrong dates due to a hectic day. I immediately notified KIWI about the mistake, and they confirmed my booking. I now need a refund for these flights that I won't be able to use. Just to provide some background, I had a challenging day in Berlin where my phone was stolen, causing me to miss my original flight to Tallinn. In a rush, I tried to book a new flight through KIWI's website and mistakenly selected dates four weeks ahead because of my panicked state. Unfortunately, my trip to Tallinn this month is now canceled. I would like to reschedule this flight for September from London. Considering the circumstances and my quick realization of the error, I hope to receive a full refund or credit to rebook this trip, as I don't find a 10 euro discount sufficient. I am currently without a phone while staying in a foreign country, and I am seeking compensation for the expenses I incurred due to the phone incident. Your assistance in this matter would be greatly appreciated. Thank you, L.

Hello, I used Kiwi .com to book a flight with Wizz Air from Prague to Palermo and back (flight W6 [redacted] PRG - PMO on 20/06/[redacted]). The flight was redirected to Milano due to a technical reason - a strange smell on board. We were transferred to a hotel in Milano. We had to book new tickets from Milano to Palermo at our own expense; the total cost was approximately [redacted] EUR. Additionally, the hotel in Palermo charged us [redacted] EUR for the room on 20/6/[redacted], even though we didn't arrive. I requested compensation from Wizz Air, but they informed me that no compensation is due under European Regulations [redacted]/[redacted], citing Extraordinary Circumstances. I'm wondering if there is any possibility of compensation, for example, from Air Help+ (which was part of the ticket) or what steps I should take next. Thank you, Dita

Dear Kiwi Customer Service, I recently booked a flight from Israel to Budapest through Kiwi Tickets. I mistakenly selected my gender as female instead of male and paid NIS [redacted] to correct this error. After the payment, I received an email confirming the charge but have not heard back regarding the gender change. I am concerned as my flight dates are approaching, and I do not want any issues at the airport. Please provide an update on the status of my gender change as soon as possible. Thank you for your assistance. Sincerely, Shay F. Israel Email: [redacted] Phone: +[redacted][redacted]

Dear Kiwi Customer Support, I recently booked a reservation through Kiwi Tickets from Israel to Budapest on 11/06. I mistakenly selected the wrong gender during booking (female instead of male) and subsequently paid NIS [redacted] to correct it. After the payment, I received an email confirming the charge but have not heard about the gender change since. As my flight is approaching, I would like to ensure the correction has been made to avoid any issues at the airport. I appreciate a prompt update on the status of this change. My flight dates are from 10/08/22 to 15/07/22. Thank you for your assistance, Shay F. Israel Passport Number: [redacted]2 Email: [redacted] Phone: +[redacted][redacted]

Hello, I am reaching out on behalf of our organization, Bez granica, located in Zagreb, Croatia. We recently booked a flight through Kiwi.com for a business trip and encountered an issue where we were double-charged for the same flight. The first charge was processed by NEW YORK LOT AIRLINE on March 16th, and then Kiwi.com charged us the same amount on March 22nd. Despite receiving an invoice from Kiwi on March 21st confirming payment for the tickets, a duplicate charge was made on our card the following day. We urgently requested a refund for the duplicate payment on July 11th but have yet to receive any response from the company. We appreciate any assistance you can provide. Thank you, Nataša.

I mistakenly booked 4 tickets for 7/24/[redacted] on 6/24/[redacted] thinking they were for 6/24/[redacted] on this site. I emailed to cancel within an hour of placing the order. Despite multiple attempts to contact customer service, I was informed I could only get a $10 refund. I have been waiting for over 15 minutes to speak with a manager after being told there was nothing more they could do. This level of customer service is unacceptable. I have never experienced such disrespect. The company is only offering a $10 refund for a $[redacted] purchase, despite my timely cancellation request.

For my upcoming flight, they requested the document number from either my ID card or passport. Since I didn't have my passport nearby, I provided my ID card number. However, my journey consists of 4 stops, including one in India where I need a visa with my passport number. The dilemma I face is that while the ticket customization on Kiwi asks for either passport or ID card number, I selected my ID card number as prompted. Now, my concern is that my visa for India is linked to my passport number, which differs from the ID card number I provided. I fear issues with immigration upon arrival. I attempted to add my passport number on Kiwi, but was notified of a €30 fee for changing details. Clarification on whether I can input both numbers initially to avoid complications with immigration would be greatly appreciated.

Subject: Urgent Refund Request for Cancelled Flight - Booking Reference: [redacted] [redacted] [redacted] I would like to bring to your attention the following concerning my recent flight experience with Pegasus Airlines: Booking Reference: [redacted] [redacted] [redacted] PNR: LSC4KZ Flight No: PC2323 Carrier: Pegasus Route: Denizil (DNZ) to Istanbul SAW Passengers: Mr. Ravi Deecee / Ms. Ratheema Ravi Deecee Unfortunately, our flight was cancelled, leading us to cancel our tickets at the Denizil airport Pegasus counter. Despite being informed by the counter staff that the ticket was cancelled pending a refund from Kiwi.com, the experience was distressing. We were forced to endure substantial inconvenience, arriving at the airport at 4:00 pm for a night flight only to eventually board the next day in the early morning. The lack of support from the airline crew during the chaotic situation at the Pegasus counter was disheartening. As the cancellation was initiated by Pegasus Airlines, I am urgently requesting a refund of the ticket amount. Your prompt attention to this matter would be greatly appreciated. Thank you for your assistance. Warm regards, Ravi Deecee

I have a booking number [redacted] [redacted] [redacted] for 3 tickets on a flight from SEA to LAX on Sunday, 7/24/21. Due to the impact of Covid-19, all three passengers on this prepaid booking have had to cancel their trip. Lately, many airlines, including Alaska Airlines, have been offering refunds or the option to change dates due to overbooking issues. Unfortunately, Kiwi is only offering a $10.44 refund on my $[redacted].18 purchase. This minimal refund does not seem fair, considering the circumstances. I am requesting a more reasonable refund from Kiwi, as I believe they stand to profit significantly by reselling these tickets to Alaska Airlines. If a higher refund cannot be provided, I may have to consider forfeiting the tickets or contacting Alaska Airlines directly for flight credit. Please respond with a fair refund amount for canceling these three tickets with Kiwi for the upcoming Sunday flight. Thank you, Jessica

I am a UK citizen, returning from New Zealand due to pandemic-related issues. I faced problems with my flight bookings by Kiwi.com leading me to believe I was sold a fraudulent product. The issue arose from having separate tickets for Air New Zealand and Finnair flights, with an international transfer issue at Hong Kong airport due to Covid. Despite flights not being cancelled, Kiwi.com wrongly declared them as such. Their customer service was inadequate, offering impractical solutions and failing to assist with accommodation. I incurred extra expenses to secure an alternate route home through Japan and Holland, totaling [redacted] NZD. Kiwi.com's persistent refund process for non-cancelled flights has led to denied refunds by airlines, yet Kiwi.com refuses to acknowledge the problem, closing my case unjustly. I seek a resolution and refund promptly, providing updated UK bank details. Despite numerous attempts, Kiwi.com restricts dialogue with higher authorities, leaving me stranded, out of pocket, and unheard. I appeal for assistance in resolving this matter. Thank you, F.H.

Dear Kiwi Support, I recently completed a round trip from Philadelphia, PA to Eugene, OR using your booking service. While the first flight from Philadelphia to Oakland, CA with Spirit Airlines went smoothly, the second leg of the journey from Oakland to Eugene with Allegiant Air was entirely canceled. This led to significant inconvenience, including canceled hotel bookings, an overnight stay in Oakland at my own expense, and the need to take a train to Eugene with out-of-pocket costs. I would appreciate assistance in the form of vouchers or refunds to address these unexpected expenses. Thank you for your attention to this matter. Best regards, Kushal Malhotra

On Saturday, July 23rd, I purchased two air tickets from Milan, Italy to Split, Croatia with booking number [redacted]00. The passengers are Alicia H. F. Boan and Agustin P. Bonelli. The flight is scheduled for August 10th, departing at 16:25 from Bergamo Orio al Serio on Ryanair to Naples, then connecting to EasyJet to Split, arriving at 21:05 on the same day. I completed the reservation, made the payment, and received a confirmation code via SMS, which I entered as instructed. The site indicated it would take about 24 hours to confirm and email the tickets to [redacted] However, 48 hours have passed, and I have not received any further communication. I kindly request confirmation of the reservation and the tickets sent promptly. Your urgent response is greatly appreciated. Thank you, Ms. Alicia F. Boan

I have the booking number [redacted] [redacted] [redacted] for two-person multi-point flights. 1) We need to cancel one of the extra baggage charges for all flights since we only need one big baggage. 2) We would like to change the flight from Naples to Santorini from 2nd September, [redacted] to 3rd September, [redacted]. Please advise on the process for receiving a refund for the cancelled baggage and confirm the flight change from Naples to Santorini.

Dear GetHuman, I had a flight booked from Los Angeles to Copenhagen via Montreal and Brussels with Kiwi.com, including two checked-in bags. Less than 24 hours before my flight, I received a message stating they couldn't add baggage for the LAX to Montreal part. They refunded me DKK [redacted].87 for the change but couldn't check in my luggage for any part of the trip, causing issues at the airport. Having to buy a new ticket directly to Copenhagen for DKK [redacted] due to Air Canada's lack of space for my luggage, I ended up spending over DKK [redacted]. Despite contacting Kiwi.com and expressing my concerns about the additional cost incurred by their mistake, they claim they can't offer a refund as they couldn't obtain money from the airlines. I believe Kiwi.com is responsible for the cost difference and their error cost me DKK [redacted]. I've tried explaining this to Kiwi.com multiple times without a satisfactory response. I seek advice on how to proceed as they seem to be ignoring my messages. Thank you for your help. Best regards, Arthur PJ

To whom it may concern, I am writing regarding our recent transit flight from Abu Dhabi to New Delhi as part of a 4-way connection flight from London Gatwick to Phuket with booking number: [redacted]. When checking our bags for the Go Air flight to New Delhi in Abu Dhabi, we were denied boarding because we were required to change terminals at New Delhi airport as the incoming flight was on a different airline than our outgoing flight. Although the rules indicate a visa is not needed for transit through India, the self-transfer details were not provided on our booking through Kiwi.com, causing confusion for us and other passengers. Subsequently, we had to purchase new flights from a different airport in Dubai for the following day, resulting in significant financial loss for us as university students. We are now on a tight budget for the remainder of our trip due to this unexpected expense. According to the Kiwi Guarantee, as our transfer was disrupted due to inadequate information provided by Kiwi, we are seeking reimbursement for the new flights we had to book to Phuket. If this issue is not addressed promptly, we will be forced to pursue further action.

Hello, I made a reservation number [redacted] [redacted] [redacted] for June 25, [redacted], for a total of €[redacted].50 (invoice2[redacted]5) with a flight combination involving different airlines: departing on July 5 from Paris to Warsaw, then to Delhi, and finally to Ho Chi Minh; returning on July 22 from Ho Chi Minh to Delhi, then back to Paris. On July 22, we were supposed to travel from Ho Chi Minh City to New Delhi with VietJet Air, then on July 23 from New Delhi to Paris CDG with Air India. The 14-hour layover in New Delhi didn't require a visa since we had no checked baggage and remained in the transit area. However, VietJet Air refused our boarding on July 22 citing the lack of a visa for India. It's worth noting that we had no issues with the 17.5-hour layover on the outbound journey. VietJet Air provided us with a statement of denial. As a result, we had to buy new tickets for a direct flight from Ho Chi Minh to Paris with Vietnam Airlines for €[redacted], an unexpected expense for us. I am reaching out to request a refund for these additional tickets due to being sold a flight combination that did not comply with VietJet Air's policy. I can provide any necessary documentation upon request. Thank you in advance for your understanding, and I'm available for further information. Sincerely, Mrs. Christelle DUCRET - CLERET