Kiwi.com Customer Service Issues

Subject: Request for Refund of Bank Card Transfer for Booking [redacted] dated January 17, [redacted] Issue: Unreceived Service Dear Kiwi.com Customer Service, I am writing to request a full refund for booking [redacted] made through your website on January 17, [redacted]. The booking total was [redacted].30 THB or [redacted].76 € for a flight from Chiang Mai to Phuket for 3 passengers. During our journey, we discovered that the airline was not aware of our reservation and required us to pay again at the boarding gate. This situation led to us paying twice for the same service, which we consider to be fraudulent. As a result, we believe we are entitled to a refund and any additional compensation as per the law. On January 18, [redacted], at 09:43, we booked the flight and completed the check-in process as instructed. However, upon reaching the boarding gate, we were informed that the airline did not have our payment information correct, creating confusion about the number of passengers expected. We hope for your understanding and cooperation in resolving this matter promptly. We request a full refund of the bank card transfer as soon as possible. We also seek clarification on what caused this issue to prevent it from happening to other customers. Thank you for your attention to this matter. Sincerely, [initials]

Hello, I am reaching out here because we have had no luck getting through to the company you own. Approximately 10 months ago, my brother purchased a plane ticket from Israel to New Mexico; however, due to his schizophrenia, he was not aware of what he was doing at the time of the purchase. His condition leads him to desire to live in a different country each day, thinking it is achievable without issue. Upon discovering the situation, we tried to contact the company promptly but were unsuccessful. My brother spent approximately [redacted] NIS on the ticket, and despite our efforts to reach out, they have not refunded the amount. The loss of this money is incredibly frustrating for us, especially considering our financial situation. I am seeking assistance as this involves a person with a mental disability who made an irrational purchase. Any help would be greatly appreciated. Thank you, Regina

Dear Customer Service, I have been attempting to contact Kiwi.com regarding a cancelled flight we booked through them with Frontier Airlines. Frontier Airlines has agreed to refund the amount to the credit card provided by Kiwi.com. I need assistance from Kiwi.com to ensure this refund is forwarded to me. I am struggling to locate a suitable email address to send my correspondence with Frontier Airlines. The customer service helpline has not provided me with the necessary assistance. Thank you for your attention to this matter. Best regards, Rob K.

Dear Sir or Madam, Our flight, W6 [redacted], from London to Vienna on 11.12.[redacted], has been canceled due to weather conditions. We acknowledge that, based on EU Regulation [redacted]/[redacted], we are not eligible for compensation under Article 7 as this is considered an extraordinary circumstance. However, we are entitled to reimbursement for the canceled flight costs as stated in EU Regulation [redacted]/[redacted], Article 5 point 1 lit. a. Attached are invoices for a hotel, a replacement flight, and a taxi from the hotel to the airport which are also eligible for reimbursement according to EU Regulation [redacted]/[redacted], Article 5 No. 1 lit. b. We understand that the claim must be made against the airline, which is why they have directed us to reach out to you as the flight booker. We kindly request that you handle the claims on our behalf for reimbursement or assign them to us, and we will manage the process ourselves. If we do not hear from you by 21.02.[redacted], we may need to involve our lawyer, considering there is a relevant ECJ ruling. Best regards, Julian L.

I need your help urgently. I made a mistake ordering plane tickets to Abu Dhabi instead of Dubai. I realized the error immediately after booking due to the similarity in the names. I tried to cancel to rebook for Dubai but was not eligible for a refund, despite the genuine mistake. I am willing to keep the Abu Dhabi flight but need assistance canceling my cancellation. I fly frequently with your company and hope for understanding and support.

My name is Olena Shostatska, and my booking number is [redacted] [redacted] [redacted]. I encountered some travel issues, and I am reaching out for assistance. My initial flight delay caused me to miss subsequent flights from Chisinău to Kuwait and then to Colombo. Despite Kiwi client support offering an alternative route through Istanbul to Mumbai, Chennai, and finally Colombo, upon arrival in Mumbai, I was denied entry due to the lack of an Indian visa. Stranded without assistance, I had to purchase tickets to Dubai and then to Colombo to continue my journey. I seek clarification on the possibility of a refund for these additional tickets and if the missed flights from Mumbai to Chennai and Chennai to Colombo will impact my return trip to Chisinău. I appreciate your prompt response to my concerns. Thank you for your attention to this matter. Olena Shostatska, Kiwi client.

My friend and I have a flight booked to India on April 13, [redacted], through Kiwi. Our itinerary includes multiple connecting flights (London > Rome > Abu Dhabi > Mumbai > Mangalore). We chose this option as it was the most cost-effective at around €[redacted]. Shortly after booking, we received an email stating that the Mumbai to Manipal flight was canceled, offering two options: re-book for an additional +€[redacted] or request a refund with vague details on the reimbursement amount. Despite numerous attempts to contact them, we have not been successful. We are puzzled as to why we can't continue our journey from London > Rome > Abu Dhabi > Mumbai and book a separate flight to Mangalore. As students, we are eager to resolve this issue and would appreciate any advice or assistance. Thank you!

Dear Sir or Madam, I have booked a flight from TOULOUSE to DAKAR with your company/agency under reservation number [redacted]21 on January 31, [redacted], for Mr. Laurent GODON. Mr. GODON was unable to board this flight. As per the general terms and conditions of sale, I understand that I am not entitled to a refund for his ticket. However, I kindly request that you process the refund for the airport tax within a maximum of 30 days. If I do not receive a favorable response within 30 days, I will have to involve the DDPP. Please be aware that failure to comply may result in an administrative fine of €15,[redacted] (Article L.[redacted]-24 of the Consumer Code). Thank you for your attention to this matter. Yours sincerely, Doris Lacombe

Booking Reference: [redacted] [redacted] [redacted] I am requesting a full refund for my brother STEVEN HOLLINGTON's flight booked through your website. He was unable to board the flight at Heathrow Airport due to not having a visa for India; however, he was only connecting through Mumbai on his way to Thailand. Understanding the confusion, he had to book another flight directly to Thailand at additional expense. The flights were paid for by our elderly mother, MRS S J HOLLINGTON. Please process the refund to her bank card, as we were not informed of the visa requirement for a stopover in Mumbai. Kindly expedite the reimbursement to avoid any further inconvenience. You can contact me, SALLY PETTY, at 07[redacted]08 if needed. Thank you in advance.

I had booked flights through KIWI with booking number [redacted]02 and took the first leg from BOI to PHX to connect to Frontier Airlines on 02/18/[redacted]. After waiting for about 20 minutes for our baggage and facing issues with the self-service kiosk, we missed our flight. We rebooked with United to make it to our cruise on time for $[redacted] each. On the return flight with Frontier, we were told our bags were in PHX instead of SAN and had to pay $99 for a carry-on. Despite efforts to retrieve our bags, we faced unhelpful customer service. We are now unable to contact Frontier except through chat and need assistance getting our bags to BOI as promised, along with refunds for all flights and the hotel expenses incurred.

Hello, My name is Jamal Latief Shuker. I recently purchased a flight ticket but made an error in my email address. Instead of "[redacted]," I mistakenly wrote "[redacted]" I attempted to use the alternative option to access my booking details and check-in online but encountered difficulties. I would greatly appreciate prompt assistance with resolving this issue as my flight is scheduled for March 8th, [redacted]. Thank you for your attention to this matter.

Booking Number: [redacted] [redacted] [redacted] Page 1/7 — Last updated on February 25, [redacted] Saver Ticket Basic Services Please ensure to check your account for the most recent trip updates. Access your trip details on the Kiwi.com mobile app or by logging in at kiwi.com/user. This e-ticket serves as confirmation for your Kiwi.com booking and includes: - Basic itinerary information - Customer support contact details - Smart travel features provided by the Kiwi.com app, offering live updates, important notifications, terminal and gate information, and offline access to boarding documents. Page 2/7 — Last updated on February 25, [redacted] Saver Ticket Basic Services Islamabad → Dammam OUTBOUND Total duration: 13h 50m - Flight details from Islamabad to Dammam --- I have booked 2 tickets which were cancelled by Kiwi.com. Kindly refund the reservation amount for the two tickets to my Visa account used for payment. Thank you. Khaled A. B. A. R. Al M. Saudi Arabia - Al Ahsa - Hofuf Minbar Al-Huda Medical Email: alhuda_dis[at]hotmail[dot]com Mobile: [redacted][redacted] K.S.A

I recently received a text message from Vonage stating they have part of my refund for trip number [redacted]02. They requested me to select a refund method by March 13, [redacted]. I attempted to reply to Vonage but it seems it's a no-reply address. I prefer my refund to be credited back to my bank account and not to Kiwi Credit. This email serves as confirmation of my choice for the refund to be transferred to my bank account promptly. Kindly inform me of the refund amount. I eagerly await your prompt response. Thank you and God bless.

Je souhaiterais un remboursement immédiat de mon argent. J'ai effectué une réservation de vol le 02/03/23, avec la référence dossier : [redacted] [redacted] [redacted] au nom de RASOAMALALA Marie Jeanne. Vous avez annulé ce vol en alléguant un manque de places disponibles. Il est inadmissible de prélever de l'argent sur les comptes des clients sans vérifier la disponibilité des sièges au préalable. Cela fait maintenant une semaine et je n'ai toujours pas reçu le remboursement de [redacted],10€ sur mon compte. Cette situation me met dans l'embarras et m'empêche d'acheter un autre billet en attendant. Si je ne reçois pas mon remboursement d'ici demain, je prendrai des mesures légales. Veuillez procéder au remboursement immédiat sur mon compte. J'attends depuis une semaine, c'est inacceptable. Il est inadmissible qu'une agence débite les comptes des clients sans avoir confirmé la disponibilité des sièges. Je suis déterminée à obtenir gain de cause au tribunal si nécessaire. Les vols en question concernent Tananarive - Nosy-be le 19/04/23 et Antsiranana - Tananarive le 09/06/23. Si je ne suis pas remboursée d'ici demain, je ne traiterai plus avec vous et la justice tranchera. Je refuse de tolérer ce comportement. Veuillez agir rapidement. Mme PRAUD Voniaritiana

I recently noticed that a refund of nearly $[redacted] was credited to my Kiwi account a few weeks ago, but now it seems to have disappeared. I am worried that there may be unauthorized activity on my account, as I was planning to use this money for my upcoming trip. I would appreciate it if someone could explain what happened to the refund as it is rightfully mine. The refund was for a cancelled trip from Manila to Cebu in August [redacted] with AirAsia and Cebu Pacific. Any clarification on this matter would be greatly appreciated. Best regards, Catherine R.

Hello, I wanted to address a recent issue regarding a flight booking we made through your company a few weeks ago. We received an email notification indicating that our flight schedule had been modified significantly from the original booking. The changes include switching our morning departure to a nighttime flight and our evening return to the next morning. We also noticed that the return flight was rescheduled for a Friday, a day on which we prefer not to travel due to religious reasons. Upon further research, we discovered alternative flight options available on your website and others during more convenient hours at a lower cost, which adds to our disappointment. We feel that we paid a premium for our chosen flight times, only to be inconvenienced by these unexpected changes without prior notice. We kindly request to revert our flights to the original timings we selected during the booking process, especially since we were not informed of the possibility of such modifications at the time of booking.

Booking Number: [redacted] [redacted] [redacted] Hello, I have a flight scheduled for March 31st, [redacted], from CGN to BGY departing at 11:30 and arriving at 13:00. My return flight is on April 2nd, [redacted], from BGY to CGN departing at 15:20 and arriving at 16:50. I received notification yesterday that my flights have been rescheduled. The new flight times are as follows: Outbound: March 31st, [redacted], from CGN to BGY departing at 11:45 and arriving at 13:15. Inbound: April 2nd, [redacted], from BGY to CGN departing at 8:55 and arriving at 10:25. Unfortunately, the new return flight times are too early for our travel plans. I made the booking through kiwi.com and have reached out to them, but I am still awaiting a proper response. Ryanair has informed me of their flight schedule change policy, allowing rebooking for a previous or next available flight within a specific time frame. They advised me to contact Kiwi for the correct email address linked to my reservation for further assistance. Could you please provide me with the correct email address associated with my booking for flight changes or cancellations?

I purchased an airline ticket for a flight from London to Lisbon on March 28, [redacted], but I haven't received it via email. I got a notification saying the ticket couldn't be sent to the email provided. I'm reaching out to request the ticket be resent to a different email address. Reservation Number: [redacted]55 I would appreciate it if you could resend the ticket promptly. I need to check in online soon.

Hello, I purchased a plane ticket for a flight from London to Lisbon on March 28, [redacted]. However, I have not received the ticket in my email. I was informed that the ticket could not be sent to the email provided, so I am reaching out to request that it be resent. The reservation number is [redacted]55. I urgently require the airline ticket to be sent to me as I am eager to proceed with online check-in. Kindly resend the ticket to my email at [redacted] promptly. Thank you.

I purchased an airline ticket for a flight from London to Lisbon on March 28, [redacted]. However, I have not received the ticket in my email. I got a message stating that the ticket could not be sent to the email provided. Therefore, I'm reaching out to request the ticket be resent as soon as possible. The reservation number is [redacted]55. I need the ticket urgently as I would like to proceed with online check-in. Please send the ticket to my email: [redacted]