Kiwi.com Customer Service Issues

Hello, I am disappointed with Kiwi's handling of my refund request. The email I received states that the carriers did not provide a refund for my booking number [redacted]40. I feel frustrated that despite paying for insurance, I was unable to benefit from it in this situation. I urge Kiwi to address these issues and refrain from what I perceive as scam-like practices with their insurance policies. This experience has left me dissatisfied, and I hope Kiwi can improve their customer service in the future. Thank you.

I would like to request a change for my flight from Cebu to Manila scheduled for tomorrow night to a date about a week later. I am very flexible with the dates. I found a fare on Google Flights that prompted me to book with your company initially, and I would appreciate being able to change to a similar fare. Even though Google Flights still shows the same fare for next week, when I try to select those flights on your website, the prices seem to have changed. This experience has disappointed me. As a frequent flyer in the Philippines, I have just started using Kiwi, and you have the potential to earn my business for all future purchases. Kindly treat me well in this situation. Please reach out to me urgently at 63 [redacted]. I am trying to change my girlfriend's mother's flight to next week. I not only travel frequently but also book flights for others. Thank you for your cooperation. - Mike

Hello, I bought my ticket for 3 people on Kiwi.com on October 24, [redacted], at 10:22 am. I received the ticket confirmation at 10:24 am but did not receive a PNR number. I called the airline to add my pets to the ticket, but they required the PNR number that Kiwi.com did not provide. So, I had to cancel my flight and request a refund on the same day at 10:56 am to buy the tickets directly with the airline to get my PNR number and be able to book my pets' tickets in advance. The issue is that Kiwi.com only refunded me $9.99 out of the $[redacted].00 I paid. They claim that the amount I received is due to the type of ticket I purchased, which was the cheapest. But what about the 24-hour grace period that the US provides? Thank you.

Hello, I'm Lilach Kadar. A friend and I recently booked a flight from Tel Aviv to Paris with your company, departing on October 26th and returning on October 29th. We flew to Paris with Transavia and returned with easyJet (Flight U23737). We paid for 2 cabin bags and 1 checked bag, but at CDG Airport in Paris, we were informed that our cabin bags needed to be checked in as well, which resulted in an extra charge of 58 euros for my friend's bag. We tried to explain that it was a cabin bag, but the easyJet staff were not accommodating and insisted on the fee. This experience was disappointing and unfair to us as passengers. I intend to contact easyJet to request a refund of the 58 euros. Your assistance in this matter would be appreciated. Thank you, Lilach Kadar.

Hello, I would like to report an issue with the booking details for the Thai domestic flight with NOK Air on 16.10.[redacted] (Flight DD364) for my wife, C. Wisch. The checked baggage we booked was not reflected in NOK Air's system. Upon check-in, we had to pay for the baggage again. We were advised to request a refund for these additional costs from Kiwi.com. Sincerely, Andreas Wisch

Hello, I booked a flight from Delhi to Jaisalmer through the kiwi.com app on November 4th, [redacted]. Upon arrival at Delhi airport, we went to the Spicejet counter to get our boarding passes, only to be informed that the flight was canceled. We did not receive any notification from Kiwi.com or Spicejet about the cancellation, and this resulted in additional expenses for us to travel to Jaisalmer. I have the flight confirmation document, but currently unable to send it. There are three of us: Mrs. C. Biagi, Mrs. A. Biagi, and Mr. J.-L. Biagi. Kiwi Reservation Number: [redacted] [redacted] [redacted], Spicejet Reservation Number: D9DQUS, Electronic Ticket Number: [redacted]5.

Hello, I am Ruth Beharcohen. My booking number is [redacted]50. I made a reservation through Kiwi.com for a departure on November 6th at 6 pm. I live in Mexico and am currently residing in a hospital. Due to assisting in an urgent surgery, I was unable to make it to the JFK Airport on time. The transit in New York City was chaotic because of the marathon, causing the entire city to be paralyzed. For 24 hours before the departure, I tried over 50 times to check in online. Unfortunately, the website and app kept redirecting me between Aeromexico and Delta without allowing me to check in. I managed to reach the airport just one hour before the flight but was unable to get a boarding pass. The staff at the counter was unhelpful and closed the counter on me. I had to purchase a second ticket with American Airlines for $[redacted] one way. I kindly request your assistance in obtaining a refund or travel credit for my return ticket.

Hello, my name is Mbelle from Cameroon. I want to report an issue with a flight my brother, Fondja Yanou Kevin, purchased for me through Kiwi.com. I was scheduled to fly last Friday, November 4, [redacted], from Douala, Cameroon to Beijing, China, with layovers in Cairo, Dubai, and Pakistan. However, I was informed at the airport that I couldn't pass through Dubai due to restrictions from my country. EgyptAir advised me to reach out to Kiwi.com for assistance. I am requesting a new flight itinerary to China, and I am willing to cover any additional costs. Kindly assist with rebooking my flight. Thank you.

I have been in a dispute with kiwi.com over a refund for quite some time now. I am composing this message in reaction to the unsatisfactory email I received, refusing to refund our booking with reference number: [redacted] [redacted] [redacted]. Here is our recent email to them... We find this situation unacceptable for several reasons. Your "kiwi guarantee" explicitly states that you will provide a refund if the fault lies not with the customer. In this instance, we were the ones affected by your errors. The delayed flight was not our doing. There was insufficient time between the flights you arranged, causing us to miss our connecting flight. Although your associate claimed to have secured us an alternate flight, they failed to provide the tickets, and the airline personnel had no record of us when we attempted to check-in for the flight you supposedly booked. Consequently, we were unable to board, resulting in another missed flight. We wasted 11 hours at the airport dealing with your highly incompetent staff in attempts to secure flights and tickets. You have taken our money, marred 24 hours of our vacation, and yet refuse to acknowledge your errors. This recurring issue appears to be standard practice for KIWI air, as I have encountered similar complaints across various platforms. It is imperative that you uphold your guarantee and reimburse us as owed. We have engaged a legal team to pursue this matter further with you. Your unsatisfactory response leaves this matter far from resolved.

Hello, I hold a Nigerian passport and I am traveling from Nigeria to Malaysia. During my journey, I am facing a 10-hour and 15-minute layover in Abu Dhabi International Airport followed by a 3-hour and 30-minute layover in Kochi, India. I have been informed that I need to collect and recheck my baggage at both airports. Due to the extended layover in Abu Dhabi, I have been advised to obtain a transit visa. However, I encountered difficulties applying online as there are visa restrictions for Nigerian passport holders. I am seeking guidance on how to proceed in this situation. Thank you.

I made a flight booking with the reference number:[redacted] [redacted] [redacted]. There was a change in the return portion of the booking, and an agent advised me to either pay for the return or cancel it entirely as per the policy. I requested a refund on 06/Oct. I was informed via email today that the first three segments of my flight are nonrefundable: PNR U9HJSL, IGC65R, and W9NPYB. I verified with PNR IGC65R that the full refund has been provided to kiwi.com. The rebooked part under PNR 8E0ABP is eligible for a full refund per the airline's policy. The same applies to Wizz Air, who will also issue a full refund. Despite receiving the refund from one airline, kiwi.com states it is nonrefundable. Kindly assist me in resolving this matter promptly and providing me with the full refund amount.

I would like to request a refund for my AirAsia flight reservation as my plans have changed suddenly. Here are the details of my itinerary: Departure: - Date: October 8, [redacted] - Route: LMN to KCH - Flight Number: MH3761 - E-ticket Number: [redacted][redacted] Return: - Date: October 11, [redacted] - Route: KCH to MIRI, MIRI to LMN - Flight Number: AK6190 (KCH to MIRI) and MH3474 (MIRI to LMN) - E-ticket Number: [redacted][redacted] The issue is that two out of three of my flights are with Malaysia Airlines (MAS). I understand MAS allows for voluntary refunds, so I contacted their customer service. Unfortunately, they mentioned that the e-ticket numbers provided by AirAsia are not valid. Upon reaching out to AirAsia, they seemed indifferent to the MAS flights. Despite multiple attempts with both airlines, no resolution has been reached. As a self-funded student, the amount of over RM500 is significant for me. The back and forth between AirAsia and MAS has been unproductive, with each party redirecting me to the other. This situation has been incredibly frustrating, and even escalating the matter to MAVCOM has not yielded a solution. I recently received a rescheduled flight email from AirAsia without a clear itinerary, offering a credit refund or flight time change. I am still unable to resolve my issue, and I would appreciate any assistance.

Booking Number [redacted]56 for Tabby Silas and Joseph Silas on EL-AL Flight No. LY2523 from Tel Aviv to Prague on Dec 4 and return on Dec 8. I successfully printed the ticket for the departing flight but encountered issues printing the return ticket. After downloading the KIWI App, I couldn't find my upcoming trips as expected. I have scanned the E-ticket to my phone, but it's not showing up on the app. I am unsure why this is happening. How can I make my return booking visible on the app? I need assistance locating my return ticket from Prague to Tel Aviv on Dec 8. The total amount of NIS 3,[redacted].28 has been debited from my bank account on 16/11/[redacted]. Your prompt response would be greatly appreciated. Thank you, Tabby Silas.

Hello, On Saturday 22/10, my friend and I were supposed to take an Easyjet flight from Bordeaux to Lisbon at 9 p.m., which got canceled 1 hour before the departure. After speaking to one of your representatives who advised us to take another flight and promised to refund the difference and our overnight stay, we booked a hotel at Bordeaux airport and reserved another Easyjet flight through KIWI for over [redacted]€ departing at 7 a.m. the next morning (connecting through London instead of a direct flight). However, I received an email at 5 a.m. saying that the new flight was also canceled. The alternative flights on 23/10 had two layovers and would take about twenty hours. We then decided to fly from Toulouse to arrive in Lisbon as soon as possible since we had already lost 24 hours of our trip and a night's stay. Despite our efforts to reach Toulouse airport, we couldn't board the flight as it had a layover in Casablanca, and I didn't have my passport as I wasn't supposed to leave Europe. Feeling desperate in Toulouse with no available flights, we returned to my friend's place in Biarritz for the night. Eventually, we found a flight for Monday 24/10 from Bilbao, which required a 2-hour bus journey to get there. We arrived 48 hours late, having paid for a hotel night and an unused Airbnb reservation. Given that my friend is battling cancer and this trip was his sole source of relaxation and happiness between radiotherapy and upcoming chemotherapy this week, the stress and financial strain caused by these Easyjet flight cancellations have been immense. We are requesting a refund for the canceled flights, reimbursement for additional expenses incurred, and a financial compensation for the inconveniences suffered. Enclosed, you will find all the necessary documentation. Wishing you a good day, Warm regards, Lionel Reboul

Dear Sir or Madam, I purchased 4 tickets to Jordan through Kiwi.com. The scheduled flight was on September 13, [redacted], from Lyon to Amman, with the return on September 24 from Amman to Lyon. The outbound flight was Lyon to Bucharest with a 3-hour and 5-minute layover, then Bucharest to Amman. The return flight was Amman to Rome with a 2-hour and 15-minute layover, then Rome to Lyon. I also bought 2 cabin bags and Kiwi insurance for all 4 passengers. However, on August 25, our itinerary was changed, and we had no choice but to accept the alternative offered to avoid canceling our trip along with losing all the planned bookings! This new itinerary forced us to stay in a hotel in Bucharest due to a layover of 1 day, 3 hours, and 20 minutes, resulting in extra expenses for transportation, meals, and accommodation for the outbound journey. For the return journey, we were rerouted through Geneva and had to take a bus to Lyon Perrache, then a taxi to retrieve our car at St Exupery airport. As a result, our budget was significantly impacted by these unforeseen costs. Furthermore, the cabin bags were removed in the second itinerary despite us paying an additional fee that was not refunded. Given that we had Kiwi insurance, we believe we are entitled to claim reimbursement for all these expenses. I have attached all the relevant supporting documents for these costs and intend to forward this issue to the European Consumer Centre. I look forward to a positive response. Yours sincerely, Mrs. Fabienne METAIRIE

I booked my return flight to Portugal through your platform with Wizz Air. However, the return flight got canceled, and I did not receive any alternative options. I am still waiting for my refund from either Wizz Air or Kiwi.com for the alternative flight and accommodation. My flight booking reference with Kiwi.com is H9C931Y (Booking number [redacted] [redacted] [redacted]). After being directed to Air Help by Kiwi.com, I have been in contact with them, but the responses have been vague. This issue dates back to July 31st, and it has been over three months with no resolution or compensation from Wizz Air, Kiwi.com, or Air Help. Please let me know when this matter will be resolved before I seek further assistance for compensation. Thank you. - C. Tennant

Hello! I have a query regarding booking a flight and baggage transfers. If I reserve a flight on your site from Amsterdam to Tokyo, I cannot include cabin baggage due to the short layover. Comparing this to the ITA Airways site, they provide the same flight with cabin baggage for a feasible transfer. Although, the fare on ITA Airways is quite high. Conversely, booking through kiwi.com for the same route excludes baggage but is more affordable. Would adding baggage later when booking through kiwi.com automatically ensure transfer, despite the brief layover in Rome (considering cabin baggage is allowed on the ITA Airways site)? Can luggage be added directly through kiwi.com when booking?

Hello, I have not received my refund as mentioned in your email. I reached out to Discover, and they confirmed they have not received the refund either. Can I receive Kiwi credit instead, since the refund process seems to have issues? You stated the refund was processed on October 11th, yet it is now November 30th, and I have not received it. I would appreciate it if you could provide a phone number for me to speak with a live person, as online chat and automated responses have not been helpful. Thank you for your assistance.

Hello, can I arrange a new trip instead of receiving a refund for my missed flight? Here is the latest message I received: Kiwi.com staff Nov 6, 3:34 Hello Inha, Please contact your bank regarding the chargeback service. We won't be able to process the refund until the dispute is resolved. This message has been translated using an automatic translation service without further revisions.

Hello, my name is Tatiana S. I booked a flight on this website on November 26th with the reference number [redacted]. I am scheduled to depart from Nice on January 9th to Punta Cana, returning on January 15th. I have not received any email confirmation or text message regarding this reservation. I am concerned about the status of my booking since I was advised not to make another reservation due to the risk of a double booking. I kindly request an update on the status of my reservation.