Kiwi.com Customer Service Issues

On October 8, [redacted], I had a reservation ([redacted]). I received an email on 06/10/18 with my boarding passes. I had a flight from Ezeiza to Gatwik with Norwegian and then from Stansted to Cork with Ryanair. They mentioned in the email that I would receive the boarding pass for the Stansted flight within 4 hours, but I never got it. When we arrived at Stansted, I was charged [redacted] pounds for not checking in online earlier, and then 10 minutes later, we were informed that we missed the flight. The person who charged me apologized and refunded the money, which I am still waiting to receive. I filed a complaint with Ryanair, but they require the reservation number with their company, which I never got. I only have the reservation number with KIWI.COM. I need that reservation number to proceed with my complaint.

On September 22, [redacted], I bought a ticket from Kiwi.com for a trip from Baltimore, Maryland to Ankara, Turkey. The ticket also included a round-trip from Istanbul to Washington, DC. Unfortunately, Kiwi sold me a ticket for an airline that was no longer in operation, which I was unaware of. Six days before my trip, when I called Kiwi's customer service to confirm my flights, they assured me that everything was okay. However, during my layover in London, I was denied boarding for not having a visa, as Primera Airline had ceased operations. This caused me to return to Turkey and incur additional expenses for a new ticket to Washington, hotel accommodations, and other necessities due to Kiwi's misleading information.

I am in need of a UK phone number to reach a customer service representative at Kiwi. Due to a medical emergency, I had to cancel our flights to Jordan for which we had insurance through the Kiwi. I filed a refund claim with all necessary documentation as per the acknowledgment email from the 17th of September. Despite the email stating it could take up to 30 days, it is now the 9th of November, and I have not yet received the refund. While one ticket out of the four purchased was refunded, I believe it might be unrelated to the claim I made for all tickets. Our booking number was [redacted], and I am unable to locate a telephone number on the Kiwi website for assistance.

I am Malika T. and I purchased 3 tickets from Kiwi.com a month ago for a RyanAir flight from Milan (MXP) to Porto (OPO). Although initially satisfied with the service, an issue arose when I attempted to travel with my son, who was not allowed to fly alone as he is 7 years old. We had to purchase new tickets directly from RyanAir and I'm now in need of the email Kiwi.com used to book our tickets from RyanAir and the reference number. This information is requested by RyanAir so I can use my son's original ticket for our return flight to Milan from Porto. Please assist me in resolving this matter as I cannot afford to buy new tickets. Thank you for your cooperation and understanding.

I am trying to book a round trip and it won't let me, it only shows one way. Yesterday it showed me the round trip and when I went to pay for the 4 tickets, it only showed me the one way. The tickets were $51.00 one way and $51.00 for the return, totaling $[redacted].00 leaving on Nov 17 and returning on Nov 27 for 4 passengers, 3 seniors, and one teenager departing from Boston to MCO Orlando. How can I get that offer again? It's frustrating that the round trip option doesn't work, only the one way. Please call me at [redacted], or any suggestions? There should be a customer service number as many people struggle with technology and typing is better than talking. Thank you, this is my first time on this website and I am not satisfied. Firstly, there is no round trip option and secondly, there is no way to express complaints as there is no phone number. Thank you and I hope for a quick response or a call. Thank you for your time and God bless.

On November 5th, [redacted], my partner and I had a flight scheduled from Barcelona to Los Angeles. Despite receiving multiple confirmations and reminders stating the flight was on the 5th, Norwegian Airlines claimed it was actually on November 4th. After contacting Norwegian and being redirected to Kiwi, I faced difficulties reaching Kiwi at the airport through live chat or phone. The lack of assistance forced us to purchase separate tickets costing $[redacted] to Newark, New Jersey, and an additional $[redacted] for a connecting flight to Los Angeles. I seek reimbursement for these unexpected expenses. My booking number is [redacted]. Thank you for your assistance. - M.C. Ramos and R. Lowe

Reservation Number: [redacted] Hello! My two friends and I made a flight reservation to and from Lombok seven months ago. Due to the recent devastating earthquake, we decided to alter our plans and are currently in Bali instead. However, we encountered an issue regarding our upcoming trip to Sydney on Monday, the 19th. Our initial booking included a layover in Bali, where we are already located, before connecting to Lombok and back to Bali. This would result in an unnecessary overnight stay in Lombok. We kindly request to cancel the first flight segment from Lombok to Bali, while retaining the second flight to Sydney. Since we will be checking in our bags in Bali, simplifying the process, we believe this adjustment should be straightforward. Your assistance in resolving this matter would be greatly appreciated. Thank you for your help in advance. Just to reiterate, we wish to use the second portion of our ticket to fly directly to Sydney and skip the first leg from Lombok to Bali.

Hello, I am writing again as I don't remember if anyone responded. On October 24th, I made a reservation for 4 people with the reservation number [redacted]5 for Asen V., Stancho K., Kehaviostilyan K. Rusev, and Nadezhda Z. Ruseva. We only received a message that the reservation was made and being processed. We were waiting for the email confirmation. The tickets were not sent, and the money was blocked. We cannot have funds tied up for 21 days, and this is becoming a problem. We had to buy tickets from another company. Even though you mentioned the funds would be unblocked within 10 business days, it has not happened yet. I expect you to address this urgently to unblock the account as I don't have money to live on. It's unfair and not right from your side. This way passengers avoid using your company. Thank you.

Hello, I am writing to follow up on a reservation made on October 24 for 4 people under the reservation number [redacted]5. The names on the booking are Asen Veli, Stancho Krasimirov, Kehaviovstilian Krasimirov Russev, and Nadezhda Zarkova Ruseva. We received a confirmation that the reservation was processed but have yet to receive the email with the tickets. Unfortunately, the funds were blocked, and we cannot access them for 21 days, causing us to purchase tickets from another company. I was informed that the money would be unblocked within 10 business days, but this has not happened. I kindly request prompt assistance in unblocking the funds as I am currently facing financial difficulties. Your immediate attention to this matter is greatly appreciated. Thank you. - Hassan

I have a query about my return ticket purchased from Kiwi.com for a flight from Bangkok to Copenhagen and back. This ticket was bought for my wife's first flight. I mistakenly chose a route with two stopovers on the return trip - one in Oslo, Norway, and the other in London, UK. However, being a Thai national, my wife is unable to stopover in London. I realized this half an hour after the purchase. I tried to call right after noticing but faced connection issues and could not get a clear answer. I am unsure how to proceed with exchanging the return ticket. Thank you, Kim Kamienski.

I made a reservation for a trip from UIO to CUZ for my son and me. The booking included a short 1-hour, 7-minute layover. To my surprise, I was informed only after booking that checked baggage is not allowed, which is a problem as my son has been in Ecuador for three months with belongings. I anticipated paying for luggage, not being unable to bring any. I tried reaching out to Kiwi immediately but have had no luck getting timely assistance. The refund process takes 30 days to complete, which is longer than my upcoming trip. I am uncertain of what will transpire at the airport since I requested a refund despite expecting resistance. This trip cost $[redacted] for both of us.

I made a reservation for a flight from UIO to CUZ for both my son and me. We were surprised to find out only after booking that checked baggage is not allowed on this flight, which is a problem as my son has been in Ecuador for the last three months and requires baggage. I tried to contact Kiwi immediately, but struggled to get a timely response. The refund process takes thirty days, which is longer than our trip is away. I am now unsure how to proceed, especially since I know there may be difficulties getting a refund. The amount I paid for two tickets is substantial, and I would like a prompt refund so I can make alternative travel plans confidently. Despite initially planning to use Kiwi for booking, I now feel hesitant due to this experience.

Good morning, I am seeking assistance in booking flights for Easter from April 5th to April 20th, travelling from London to Prague to Hurghada. The price displayed is appealing, but I encountered an issue with providing passport details due to our passports being renewed. Our UK passports will expire on March 28, [redacted], and we have flights booked with Ryanair using our current passports until December. Is it possible to book now and update our passport information in January [redacted] when we receive the new passports? An option to proceed without entering a passport expiry date would be helpful. Please urgently provide a contact number or let me know how I can reach you. My contact information is [redacted]. Thank you for your prompt attention. Kind regards, S.N. [redacted] [redacted]

Good Morning, I need assistance booking a flight from London to Prague to Hurghada for Easter from 05/04/[redacted] to 20/04/[redacted]. The prices I saw are very good. However, I'm running into an issue as your system asks for passport numbers and expiration dates. Due to renew my UK passports before the trip (expiring on 28th March [redacted]), I cannot provide the current details. Can you advise on how to proceed? We plan to update our passports in December after our Ryanair booking. Can I select the option to skip entering the passport expiration date? Please urgently reach out to me or provide a contact number for me to call. Thank you for your attention. Kind regards, S.N. [redacted] [redacted]

Good morning, I need assistance in booking flights for Easter from London to Prague to Hurghada on 05/04/[redacted] to 20/04/[redacted]. The advertised price is great, but I'm having trouble with the passport details as we are renewing our UK passports and the system doesn't accept the date as they expire on 28 March [redacted]. We won't have our new passports until January [redacted]. Can I book the flights now and update the passport info later? Thank you for your prompt response. Best regards, Subvashani N. Email: [redacted]

Our flight from Salt Lake City to Denver was rescheduled from 10:24 am to 5:30 am. This change means we need to leave our family in Park City the night before to catch the early flight. We are hoping to find a different flight to Denver that allows us to make our connecting flight to Minneapolis at 1:44 pm and then to London. Any assistance with a better flight time, compensation for a hotel stay in Salt Lake City, or taxi from Park City would be greatly appreciated. Additionally, we are disappointed about losing precious time with our family. The original booking was for Jenny S. and Lance F. on Frontier Airlines flight F9572 on November 24.

I am currently at Gatwick Airport seeking assistance. Kiwi.com has rescheduled my flight itinerary, requiring me to travel from Gatwick to Barcelona and then back to Gatwick before heading to my final destination, Singapore. Norwegian Airlines has agreed to allow me to skip the Barcelona stopover and continue directly from Gatwick to Singapore, but advised me to confirm with Kiwi that they won't cancel my remaining flights. This is urgent as I am currently at the airport discussing this with Norwegian Airlines. Your prompt response is greatly appreciated. Thank you, Lema M. Nail

Hello, my name is Anna Langmar. I made a booking from LGW to BUD for December 13th returning on the 18th with booking number [redacted]4. £[redacted].96 was deducted from my Barclays account on November 5th. However, when I checked my Kiwi account, there was no booking found. I had to buy a new ticket to Budapest due to this issue and now I wish to cancel the original booking. I am disappointed with the lack of support from your customer service and I kindly request a refund of the ticket price. I trust you will assist me in resolving this matter. Thank you for your understanding and cooperation. Best regards, Anna Langmar.

Hello! I am reaching out for help with my flight inquiry. As a Filipino passport holder living in Dubai, I am planning to book a flight for November 28th, Wednesday, from Dubai to Bermuda Island. I am currently on your website trying to make my reservation. The route I am considering involves flying from Dubai to Kiev Boryspil Airport with a layover of 1 hour and 55 minutes, followed by a connecting flight to London Gatwick, both on Ukraine International Airlines. From London Gatwick, I will take another flight on British Airways to Bermuda. I need clarification on whether I will receive a SINGLE TICKET number for the entire journey once I make the booking. I am concerned about my baggage. I intend to purchase baggage with KIWI, but I want to ensure it will be checked through to my final destination. After contacting Ukraine International Airlines in Dubai, they advised me to inquire with KIWI about the ticket number issue. It is vital for me to know this as I won't be able to pass passport control during my layovers due to not having a transit visa. I will be staying airside throughout all my connections. I appreciate your prompt assistance as I am eager to finalize my booking on your website. Thank you very much. Nina

I have yet to receive my refund from your company. My booking number is [redacted]1. I made a booking for a flight from Manila to Sydney on September 18, [redacted], at 11:25 PM (Cebu Pacific). Upon trying to check in at the Manila airport, I was informed that there was no booking under my name, prompting me to make another booking with a different time and company. I have previously emailed you regarding this matter, and your response stated that the refund should be processed within 30 days from my complaint on September 22, [redacted]. To date, I have not received any reimbursement from your company. How can I retrieve my refund? How much longer must I wait for a response regarding my refund? Should I consider taking legal action?