Kiwi.com Customer Service Issues

Hello! My significant other made reservations for a journey comprising three flights from Budapest to Atlanta on November 29-30. Unfortunately, the intermediate flight from Barcelona to Fort Lauderdale has been called off, and we missed responding to the email notification within the designated 24 hours. Even though we eventually replied, we have yet to receive a response. We contacted Norwegian Airlines, who graciously offered us a complimentary flight from Budapest to Fort Lauderdale in lieu of the canceled leg but advised that they require intervention from your end as a travel agent to finalize the arrangement. I kindly request for you to manage this matter with the airline and provide guidance on any further steps that may be necessary. It is crucial that the new flight is scheduled before 22:38 EST on November 29 so that he can make it in time for the final flight to Atlanta. Thank you in advance for your assistance.

Dear Kiwi Representative, I recently booked a flight for €[redacted] and was assured I would be refunded the full amount, minus a €20 cancellation fee. However, I have only received a partial refund. I have evidence of this in an email exchange. I am kindly requesting the remaining €[redacted] to be refunded promptly. I hope to resolve this matter amicably but will involve the necessary authorities if needed. I look forward to your prompt response. Sincerely, Lady G. Y. de V.

Upon arriving at Tirana airport in Albania with my two companions, we were surprised to find out that our 7:30am flight had been rescheduled to 12:30pm. This posed a problem as I had a connecting flight from Venice to London Gatwick around the same time. Despite not receiving any prior notification about the change in flight schedule via email, text, or phone call, we could not accommodate the new timing. Ultimately, I had to rebook flights costing nearly £[redacted] on top of the £[redacted] I originally paid for these flights. I am extremely unhappy with the lack of communication and customer service in this situation. I am seeking a refund for the additional expenses incurred. My booking reference is [redacted]. I hope to receive a response soon as reaching out has been challenging.

My wife and daughter are currently stranded at Houston Airport. Their Spirit Airlines flight to Chicago, and then their United Airlines flight to Albany, New York, have been cancelled due to bad weather. They now require assistance in securing alternative transportation back to Albany. My wife's name is S. Lambert, my daughter is C. Lambert, and the booking number is [redacted]8. If you could reach out to them promptly at [redacted], it would be greatly appreciated. This is their first time booking with your company. We have reviewed the guarantee information and are hopeful that you can help us reroute their trip, arrange accommodation, possibly a rental car, and address any other necessary arrangements from the current airport to Albany, New York.

Hello, good morning. My reservation is reservation 815XXX- Maria Lopez Garcia. Hello! I have a question somewhat related to my flight, and I don't know which email from Kiwi.com I should send it to. Actually, it's two questions. I booked my ticket in May/June (you can check it in the previous email) New York-Dublin-Alicante for next MONDAY, DECEMBER 3rd. It's my first time flying with Ryanair... and I think the last. Apparently, when I arrive in Dublin I have to pick up my bags and check-in again (I hope I have enough time). My question is: I supposedly have my large checked bag for free, as well as the carry-on and a personal item included... Now it turns out that I would have to pay for the 10 kg carry-on by Ryanair's latest rule. But I read that in tickets purchased before September 1st, this is free? Is this correct? My second question is: on my return check-in in Dublin when I check or check my carry-on and my large bag, do I have to pay to check the large bag? When I bought this ticket, I thought it was included until my destination (Alicante). Thank you in advance for your help; this is a bit overwhelming now that I'm away and don't have control over the situation. Thanks again, Maria

Hello, good morning. My reservation number is [redacted] for Maria Lopez mGarcía. Hello! I have a somewhat related question regarding my flight, and I am unsure which email from Kiwi.com to send it to. In fact, I have two questions. I booked my ticket in May/June (you can find it in the previous email) from New York to Dublin to Alicante for next Monday, December 3rd. It is my first time traveling with Ryanair... and I think it might be the last. Apparently, when I arrive in Dublin, I have to pick up my luggage and check in again (I hope I have enough time). My question is: I supposedly have my large checked bag for free, as well as the carry-on bag and a personal item included... Now it turns out that the 10kg Carry-On bag would have to be paid according to Ryanair's latest regulation. But I read that for tickets purchased before September 1st, this is free? Is that correct? My second question is: when I check-in again in Dublin and check or check my Carry-On bag and my large suitcase, do I have to pay to check the large suitcase? When I bought this ticket, I thought it was included until my destination (Alicante). Thank you in advance for your help; this is a bit stressful now that I'm abroad and out of control of the situation. Thanks again, Maria

Dear Kiwi team, I am sending my second email to address my concerns with the invoice and special assistance related to booking [redacted]6. Would you kindly provide an invoice for the following name and address, or advise me on the necessary steps to obtain it? Name: Nem Adom Fel Alapítvány Address: [redacted] Budapest, Lónyay u. 3. I will be traveling with a colleague who uses an electronic wheelchair and will require special assistance at the airport and during boarding. His wheelchair is powered by dry cells, making it suitable for air transport, with official documentation. The wheelchair weighs approximately 100kgs and is non-collapsible. I eagerly await your prompt response. If necessary, I can also be contacted at +36 20 [redacted]. Best regards, Réka Luca Dely

Dear Customer Service, I am reaching out regarding a recent booking I made on your website. Unfortunately, I did not receive a confirmation number for my ticket via email or text. During the booking process, I was prompted for a photo ID verification, but the session ended before I could complete it. To my surprise, RMB4387.00 was deducted from my account. I was later contacted by a Kiwi.com representative who gathered some information from me but since then, I have not received any further updates. I kindly request your prompt assistance in resolving this matter and providing me with the necessary information regarding my booking. Thank you, Hitesh

Dear Sir/Madam, Good day! I am Mr. Hitesh Mahtani, an Indian passport holder. I recently booked a ticket through your website but did not receive a confirmation number via email or text. During the booking process, I was prompted for photo ID verification, but the session ended before I could upload the required document. Subsequently, I was notified by my bank that RMB4387.00 was deducted for the transaction. Following this, I received a call from a Kiwi.com representative who requested additional details for booking and payment confirmation. He mentioned that the process could take up to 4 hours, but I have not received any follow-up communication from Kiwi.com. I kindly urge you to address this issue promptly and provide me with a positive response at your earliest convenience. Attached are the trip details for my flights between Ningbo, Bangkok, and Chennai for your reference. Best Regards, Hitesh +86 [redacted]4 [redacted]

I need to correct my last name in booking #[redacted]3 for Nancy J. Farhad. I mistakenly entered Farhas instead of Farhad and need the ticket to reflect my passport accurately. Despite entering all correct details, I am unable to access my booking as the system indicates the information does not match. This includes the booking number, email used, IATA airport code, and travel date.

Dear Kiwi.com, I am reaching out to address an issue that arose during my recent flight on October 24th. My journey from Portugal to Australia included 3 layovers, one of which was canceled. Though Kiwi.com arranged an alternative, I was informed of the cancellation by the airline (Air Italy) mere days before the scheduled flight from Milan to Bangkok. This notification delay impacts my ability to claim a compensation of [redacted]€ per passenger from Air Italy as the company claims they contacted Kiwi.com in time. I am seeking clarity on the communication between Air Italy and Kiwi.com to understand the situation better. It appears neither Air Italy nor I are at fault for the mishap. I hope for a resolution regarding the compensation owed and would appreciate if Kiwi.com can verify the date of contact from Air Italy for further assistance. Awaiting your response, Best regards, M.M.

I recently booked a flight from Manchester to Ankara through Thomas Cook. In all the emails I received from you, it stated that the cabin baggage allowance was 55x40x20cm and 6kg. I double-checked this information before my flight to ensure my bag met these dimensions. However, upon arriving at the airport, Thomas Cook informed me that my bag exceeded the allowance, resulting in a £65 fee. This additional cost was not mentioned in any of the emails or in the "manage my booking" section. It was unfair to charge me this fee, especially considering I was diligent about adhering to the size restrictions. I am requesting a refund for this amount, as the error lies with your communication. I can provide you with the emails highlighting the baggage details and the receipt for the fee, if needed.

Subject: Request for Refund Status - Booking [redacted] Dear Support Team, I hope this message finds you well. I am reaching out once again regarding the status of my refund request for Booking [redacted]. It has been 4 months since the process began, and despite previous assurances, I have not received any concrete updates beyond the generic "in process" message. Following the communication from David M. (Travel Consultant) on November 8th, where he mentioned a response within 48 to 72 hours, I am yet to receive any feedback via email. I kindly ask for a formal status update on the progress of my refund. I would appreciate avoiding standard responses that offer apologies without tangible information. Your prompt attention to this matter is greatly appreciated. Best regards, Luiz B. [redacted] [redacted]

I purchased a flight package through a Kiwi representative for a trip from STL to Denver with a layover in Las Vegas. However, the process of deboarding in Las Vegas, retrieving my luggage, rechecking it, and going back through security was confusing and stressful. I also had to pay an additional $50 baggage fee. Some professionals and fellow passengers felt the handling of the flight was unethical and overpriced. A Frontier ticketing agent mentioned reporting the travel agent who sold me the package. I have the agent's information and would appreciate guidance on potential financial recourse. Thank you for your assistance. -Ryan R Young

Regarding reservation [redacted]4, we are concerned about the passenger's surname correction not being addressed more than 48 hours after our initial request. The error occurred due to a system glitch in the KIWI reservation system, which mistakenly added the surname from the email of the reservation holder instead of the actual passenger’s name. This mistake could jeopardize Mr. Dabkowski's ability to board the Manila-Warsaw flight scheduled for December 4, [redacted]. We expect prompt resolution to avoid any inconveniences. If not resolved satisfactorily, we may hold KIWI accountable for any resulting issues and seek compensation accordingly. Thank you for your attention to this matter. Sincerely, R.G.

I am in the process of booking flights from China to Brisbane, Sydney, Nepal, then back to China, which involves a total of six flights including connecting flights with three long-haul flights and one domestic leg from Brisbane to Sydney. I noticed that only one cabin bag is free, and there is a charge of [redacted] USD for checked baggage. I'm puzzled, as I would expect the long-haul flights to include baggage allowance, except for the domestic leg with Tigerair. If I pay the [redacted] USD for checked baggage, will this cover all of my flights, including the domestic one? Additionally, I read on your website that for connecting flights, passengers need to recheck baggage at each airport, even if flying with the same airline. Is this the case for all my flights, which involve Scoot and Qantas (China to Brisbane), Scoot and Malindo Air (Sydney to Nepal), and China Eastern (Nepal to China)? Can you provide clarification on this matter?

Hello, I'm Ben Rhodes, I recently made a reservation for a flight from Caticlan (Boracay) to Puerto Princesa (Palawan) scheduled for tomorrow, December 5th. Regrettably, I unintentionally made a duplicate booking due to troubles encountered during the card verification process. As a result, I received two "processed" booking confirmation emails. Comparatively, my friend did not face the same card verification issue while booking the same flight. The card verification step on Kiwi.com seems bothersome and perplexing to potential bookers like myself. I would appreciate any assistance you can provide in this matter. Best regards, Ben R.

Regarding my reservation [redacted] Barcelona/Guadalajara. a) Norwegian airline forced me to buy an unnecessary flight to justify leaving the United States for a non-border country. Otherwise, they wouldn't check me in. Paid [redacted] euros. b) I arrived an hour early at the Viva Aerobus airline counter at Terminal 6 in Los Angeles. No one was there. The employees had left. Through the flight attendants of another airline, I was able to reach Viva Aeromexico employees who informed me that my flight was international and I should have been at the counter three hours earlier. They offered me another flight 24 hours later. The airport staff provided me with information to buy a ticket with another airline. I did it at 7 p.m. at Interjet, Terminal 3, departing from Los Angeles at 9 p.m. It cost me [redacted] dollars. Please respond to me via email.

Good evening, My name is Nuria Gutierrez. I had a multi-stop reservation with you under booking number [redacted]8, and during my second flight, due to a delay from London to Ft. Lauderdale, I missed my connecting flights (Ft. Lauderdale-Panama-Cartagena) with Copa Airlines. I had to purchase a new ticket for tomorrow, 05-12-[redacted] at 5 am, or I wouldn't make it to the wedding I have to attend. Flight DI7043 was supposed to land at 14:40 but landed at 15:20, and my connection was at 16:48, considering the US Border control and three terminals. This delay forced me to buy new tickets, travel to another airport, incur all additional expenses, and deal with the inconvenience. I am furious and hope you can refund me ASAP. I look forward to your prompt response. Sincerely, Nuria Gutierrez S. Sent from my iPhone

I would like clarification before making a booking. Can you confirm if I need to recheck in, recheck luggage, or require a visa for my trip? I spoke with an Etihad call center representative who informed me that I do not need a visa, reassured me that everything would be taken care of at the counter. I filled out the information requested in the manage trip email, which also indicated that no visa was needed, further boosting my confidence in my upcoming flight. However, upon reaching the check-in counter, I was advised that I needed a visa for Abu Dhabi. Unfortunately, time constraints prevented me from obtaining one, and I was advised to purchase a new ticket and contact the call center for a refund. When I contacted the call center, I was informed that Etihad would not be able to help as I did not book directly through them. I'm currently on the plane, so I'm reaching out via email as the boarding process will begin soon.