Kiwi.com Customer Service Issues

We purchased tickets from Marrakech to Gran Canaria using the Kiwi.com app. The departure time indicated by the app was 08:05, but upon arriving at the airport, we discovered that the flight actually left at 07:05. Despite arriving early at the airport, we were unable to check in online using the Kiwi.com app. The online check-in was not accepted at the airport in Marrakech, causing us to miss the flight. We have brought this issue to the attention of Kiwi customer service and have received a partial refund of [redacted]€ out of the [redacted]€ eligible for reimbursement. We experienced financial losses purchasing new tickets and had to pay for an unused hotel night. We request a full refund for the inconvenience caused by the inaccurate information provided by Kiwi.com. We are willing to pursue legal action if our rights are not acknowledged and addressed promptly. Thank you for your attention.

Dear Mrs. G.T., I am writing to inform you of an issue with the flight tickets I purchased through your website. I bought economy tickets on Jordanian Airlines to Amman on April 9th. However, the ticket I received showed the date as May 9th instead of April. I contacted your team immediately, and they advised me to cancel and rebook, which I did. But I was then asked for additional payment. I have been trying to get a refund for the original booking, which was charged to my account, but I have not received any response from your company. It is unacceptable to take money without providing any service. Please refund my money for the first booking, or I will have to share my experience on social media to alert others about this situation. Thank you.

Hello! I am very dissatisfied with your customer service. My originally booked flight with booking number [redacted] [redacted] [redacted] was rescheduled, so I had to book a completely new flight at my own expense, with an additional fee of €[redacted]. Following that, I made a mistake during the refund process and only received €71 back. During a conversation with your hotline, a staff member explained to me that they could not reverse it. I would kindly ask you to review the situation again so that I am not left covering all the costs. Thank you for your efforts and kind regards, Monika G.

Dear Kiwi Customer Service, I have inquiries regarding the refund process for my canceled flight. My flight ticket order number is [redacted], ordered on March 2, [redacted], for a trip from Taipei (TPE) to Izmir (ADB) for Jun-Huei Fan. On March 26, [redacted], Kiwi.com informed me about the cancellation of Flight TK7687 from DXB to SAW on March 29. Subsequently, I opted for a refund on March 27, [redacted]. Recently, on April 25, [redacted], I received an email stating that one of the flight carriers would refund NT [redacted].79. I am uncertain which carrier issued this partial refund and why the full amount was not returned. I had initially paid NT [redacted] for all tickets but only received NT [redacted].79 back. Considering Turkish Airlines canceled the flight leading to this disruption, I find the partial refund unreasonable. I believe customers deserve to receive the majority of the ticket cost refunded. Kindly continue to pursue the remaining refund from the carriers on my behalf. Thank you, and I anticipate a prompt response from Kiwi.com. Jun-Huei Fan

Hello, I'm Ericha reaching out regarding Mr. Leong's situation. He flew from Colombia on April 30th and is currently facing an issue in LAX, hindering his travel to Hawaii and then Sydney on May 2nd at 7:45 PM. I'm inquiring if it would be possible to reschedule his flights from LAX to Hawaii and Sydney, as he has already made the necessary payments. The confirmation number is 4KEY4W, and the ticket number is [redacted][redacted]. Passenger's Full Name: Lao Tong Leong Passport Number: PB[redacted] Mr. Leong has been stranded at LAX since last night without his device. Could you kindly assist in arranging the next available flights for him today? Thank you, Ericha

Hello, I recently booked a round trip flight from Tashkent to Cairo for May 31st returning on June 17th. The flight with Air Arabia includes a stop in Sharjah on the way there and a stop in Kuwait on the way back. Initially, the total price was $[redacted] USD, but I added a bag for $74 USD, bringing the total to $[redacted] USD. After entering all the necessary personal information and my Mastercard for payment, I received a message stating that my request is processing. It has been two days, and I am unsure if the ticket will be available as I have not received a booking confirmation. Consequently, I booked another ticket and no longer require this one. Thank you, Amira El Baqary

I have scheduled a trip from Ranchi to Port Blair on May 23, [redacted], and a return trip from Port Blair to Bengaluru on May 28, [redacted]. The flight from Ranchi to Port Blair includes a layover in Bengaluru and is operated by Go First. The return trip from Port Blair is also on Go First and is from Port Blair to Chennai. As it is a multicity booking, I am wondering what the process is to obtain a refund from Go First for the two tickets. Any assistance would be appreciated. Thank you for your help.

I need to change the flight times for my journey from Kuala Lumpur to Tawau and from Kota Kinabalu back to Kuala Lumpur. I've spoken with customer support, but they requested my Credit Card details before proceeding. However, when I tried to confirm, I received an error message prompting me to contact [redacted]6, but the number appears to be out of service. I'm unsure of how to proceed with the changes now. My booking number is [redacted]39.

We purchased a multi-city plane ticket from Cebu to Puerto Princesa and from Puerto Princesa to Manila. After taking the flight from Cebu to Puerto Princesa, we’d like to cancel the second leg of our journey to Manila and request a refund. Our booking number is [redacted] [redacted] [redacted] and our flight number is Z2421 scheduled for Saturday, May 20, [redacted]. The passengers listed on the booking are Katja Vladić, Kai Škarpa (infant), and Karlo Škarpa. We understand from AirAsia’s website that we need to contact the travel agency where we made the booking to process the change. We're seeking guidance on how to proceed with obtaining a refund for the flight from Puerto Princesa to Manila.

Subject: Urgent Assistance Needed for Booking Reference: [redacted]14 Dear Sir/Madam, I am writing to express my urgent concern regarding the recent experience my disabled friend, Mr. Mohammad Mehdi Shokrollahi Yancheshme, faced at Stansted Airport with Pegasus Airlines. Despite having a small suitcase, he was informed he could only bring one piece of luggage and was denied boarding due to his laptop bag and backpack containing essential medicines. This situation is critical as my friend requires immediate medical treatment in his homeland. I contacted both Kiwi.com and Pegasus Airlines, but was informed that his booking reference was incorrect. I have attached a copy of the email with the correct booking reference and a copy of his boarding pass for your reference. I kindly request your prompt attention to this matter and a swift response to rectify the issue. Your assistance in ensuring my friend's timely travel is greatly appreciated. Warm Regards, F. Millani

Hello, good afternoon. The situation is that I am here in Venice because I had purchased a flight with Kiwi. When I went to make the layover here in Venice, they told me that my flight was suspended. I really need to go to Colombia today. This not only happened to me but also to two more friends, but their issues were already resolved. I need my situation to be resolved too because I need to travel to Colombia today. My name is Miguel Logréira. My identity number is [redacted]. Here is my flight booking: [redacted]10. I need your help, please.

I am seeking a refund for an AirAsia flight booked through kiwi.com. AirAsia cancelled the flight but the refund was sent to kiwi.com. Kiwi.com is refusing to issue me the refund, stating I need to contact the airline. However, AirAsia informed me that the refund was processed to kiwi.com as the booking was made through them. Despite multiple attempts to resolve the issue with the airline and kiwi.com, I have been unable to receive my refund. I have documentation of all communication with both companies via email, Facebook, and other social media platforms. The flight in question was from Siem Reap, Cambodia to Vientiane, Laos via Bangkok.

I purchased a ticket from Shanghai to Warsaw through kiwi.com. The airline changed the flight schedule, preventing me from catching my connecting flight in Hong Kong due to COVID-19 restrictions, which would have led to a 14-day quarantine. The original flight was in [redacted], and I requested a refund well in advance of the flight. However, I have yet to receive a refund. Kiwi.com claims the airline has not issued the refund, leaving me out of pocket for the substantial ticket price of around $[redacted].

Hello! I have booked 2 tickets from Frankfurt to Fuerteventura round trip in the names of Mathieu Anaïs and Mathieu Edith to participate in a half marathon des Sables. The destination got canceled (I can forward you the email). Reservation number: TQVKS7 Flight number: DE1402 Carrier: Condor Please, could you refund them or resell them and change the names? We have saved up to make this dream come true. Regards, Edith and Anaïs

Hello, I am reaching out regarding booking number [redacted], for a flight scheduled on April 8th. Unfortunately, the booking was declined the following day, April 9th, and I have not received the refund. The reference number for the transaction is PNR. The payment was made through PayPal, and the last four digits of the card used are [redacted]. I have contacted my bank, and they mentioned that the issue lies with kiwi.com for not processing the refund. It has been over a month now, and I am eager to have the payment returned. I appreciate your assistance in resolving this matter promptly. Thank you. Initials: J.S.

Hello, I attempted to book a ticket on your website from Sofia to Toulouse for the dates 17.05-28.05.[redacted] under the name Mariya Stamatova, born on 16.06.[redacted] in Bulgaria. However, when I tried to make the payment, I received an error message stating the payment couldn't be processed and prompting me to try again, which I did. Despite multiple attempts, the payment failed, but I later discovered that the amount had been deducted from my bank account. Unfortunately, I did not receive a ticket, confirmation, or booking number. I would appreciate your assistance with this matter. Thank you in advance.

Dear Sales Team, I am contacting you on behalf of our employee, E.P., who made Booking [redacted]78. Unfortunately, the Iberia flight to Vienna and then Sarajevo was overbooked, resulting in him being denied boarding. I have two documents from the airline to provide as evidence. Consequently, he had to source his own accommodation and book another flight for the following day. My attempts to resolve the matter with Iberia have led me to your company, as the booking was made through you. We have encountered significant inconvenience already and wish to avoid being bounced between different entities for a resolution that is evidently your responsibility. I kindly request that you expedite the process of compensating him for this issue. Thank you in advance for your prompt attention to this matter.

I am considering a trip from JFK to IST with a layover in Berlin airport. My plan is to book two separate tickets: one from JFK to BER via Norse Airways and another from BER to IST via Turkish Airlines. I don't need a transit visa for Germany, but I do require a visiting visa if I decide to leave the airport. Will I have to exit the international zone, potentially needing a visiting visa, when changing airlines? I will be carrying only a carry-on bag and have already checked in online for the BER to IST flight, with a boarding pass in hand.

I recently spoke with an agent at the Atlanta airport who made mistakes on my flights from Dallas to Atlanta (ATL) and then from Atlanta to Baltimore (BWI). I am looking to depart from Dallas on Monday, 5/15/23, in the morning to arrive in Atlanta before noon on the same day. As for the Atlanta to Baltimore portion, I need to leave Atlanta on Wednesday, 5/17, and arrive in Baltimore that afternoon or early evening. My booking number is [redacted] [redacted] [redacted]. Please contact me at [redacted] at your earliest convenience.

Hello, I recently made a reservation with the booking number [redacted]54. I received an email regarding an additional service charge for baggage, totaling €54.91 that needs to be paid. I have a few inquiries: 1) Does this baggage fee only apply to my checked luggage (20kg) for the return flight (LY5138), with all other luggage approved for both flights? 2) If I need to pay more at the airport, should I upload the receipt to 'Refunds and Cancellation' on the "Manage My Booking" page for a potential refund? 3) Is there a possibility to resolve this issue before our flight? Thank you, T.