Kiwi.com Customer Service Issues

We are seeking assistance for our booking under number [redacted]. We have made two calls today and spent a total of approximately [redacted] minutes on hold, incurring $[redacted] in charges on our international plan at $2 per minute. We were promised an email for a hotel or plane ticket out of Cologne, Germany five hours ago, but have not received it yet. Please contact us via email at [redacted] or phone at [redacted]. Your prompt attention is much appreciated.

I am reaching out regarding the flight I purchased for my mother on the 1st of July from Italy to Dublin. Unfortunately, she missed her flight due to a delay caused by a funeral she attended for a family member who passed away. She arrived at the airport later than planned, got stressed, and ended up at the wrong terminal in a panic, resulting in missing the flight. I apologize for the inconvenience, but we urgently need a refund or to purchase another ticket to ensure she can make it back for a crucial medical appointment scheduled for the week of the 9th of July. It is vital that she attends this appointment. Please contact me promptly to discuss the options available. Your prompt assistance is greatly appreciated. The booking number is [redacted]. Thank you.

Hello, I made a flight reservation through this application on June 28th with booking reference [redacted]. Unfortunately, AirAsia did not allow us to board because we did not have the necessary visa for India, even though the layover time was less than 24 hours. This resulted in missing the following two flights due to AirAsia's misunderstanding. I made several attempts to rectify the situation with AirAsia, including offering to leave my luggage, but they still did not allow us to board. As a result, I am requesting a refund for the four tickets (for 2 passengers) I booked with AirArabia due to AirAsia's lack of understanding and experience. I hope this issue can be resolved promptly as it was caused by AirAsia's error, and I find this situation unacceptable. Thank you. Mhd Salim Saadeddin

I received my flight confirmation email from Kiwi with all the necessary information, including details about baggage allowance. The email specified that I was allowed two 50lb pieces of checked baggage in addition to cabin baggage. Upon reaching the check-in counter, I was informed that I did not have any baggage allowance, only cabin baggage. As a result, I had to pay an extra $[redacted].22 for my luggage. After speaking with Sky Airline management, I was advised to contact Kiwi.com as they believed I had received incorrect information. It is puzzling to me how such crucial information could have been inaccurate, and I am requesting a refund of the additional fee. I am willing to provide the emails I received as proof if necessary. Thank you, Angie P.

Hello, I contacted you on July 5th, the day before my scheduled flights, to request a refund for my inbound flight (Turin-Brussels, Brussels-Oslo) due to needing to catch an earlier flight. My booking number is [redacted] under the email [redacted] for passenger MP. I specified that I wanted to keep the return flights (Oslo-Frankfurt, Frankfurt-Turin). Regrettably, we were unaware that not using the inbound flights would affect access to the outbound flights. Consequently, at the desk, the passenger had to pay a high fee to unlock the outbound flights. I would appreciate any assistance with this issue as I have not received helpful support so far and am still waiting.

I booked a flight to Boracay for May 27th back in February, but in March I learned the island would be closed. Despite multiple attempts to contact them, all I received were suggestions for partial refunds. It seemed they were unaware my flight was canceled, so I couldn't submit the refund form earlier due to them not acknowledging the Kiwi guarantee. I informed them of the island closure, including details from live chats with the canceled airlines, but after numerous emails, there was still no resolution. They mentioned looking into the matter and getting back to me in two weeks, which never happened. I waited but heard nothing. If they had advised me to submit the refund application, I would have done so immediately. After waiting in vain for updates, I eventually submitted the refund request. Over 30 days later, I have not received any news. Despite promises of follow-up emails, they have failed to provide any information after my calls two weeks ago.

Hello, I received a message from you yesterday about my flight booking number [redacted]. I was informed that there might have been a double charge due to a technical issue with American Express processing. I contacted American Express, and they advised me to reach out to you to rectify the situation and cancel any duplicate charges. I would appreciate a prompt response as this is a significant amount debited from my account. Thank you for your assistance. Best regards, Yolanda R.

My cousin purchased a ticket for a trip to Denmark today. She arrived three hours prior to her flight, waiting in a long queue until she reached the counter. The staff member asked her to pay for her boarding pass despite already paying for the ticket. When she questioned this, she was told she had to pay extra for the boarding pass. She reluctantly paid, urging the staff to hurry so she wouldn't miss her flight. However, the staff ignored her, causing her to miss the flight after going through security. Since my cousin doesn't speak English well, she contacted me for help. I've been trying to reach Kiwi to arrange a new flight as it was their error that caused her to miss the flight. Unfortunately, I haven't had much success with Kiwi resolving the issue, leaving my cousin stranded at the airport with no updates.

I need to cancel my booking #[redacted] so I can rebook. After booking, I researched the flight connections and realized the provided connections are impossible. Departing from NY and landing in Orly Paris at 1:35 PM with Norwegian, I must go through immigration, customs (with carry-on luggage), change terminals, clear security, and reach the EasyJet Gate for a 2:35 PM flight. EasyJet closes the gate 30 minutes before departure, making it impossible to make the connection. Despite Kiwi's assurance of guaranteeing the connection, I am certain I will miss it, and there are no alternate flights that day, jeopardizing my vacation plans. Please assist.

Hello Kiwi Team, My name is Endari Intan Meisuri, and I had a flight scheduled to Lisbon via Stuttgart from Hamburg on the 7th of July with booking number [redacted]. Unfortunately, during check-in, I was informed by the staff that Eurowings had changed the schedule to Hamburg-Düsseldorf-Lisbon, causing us to miss the connecting flight in Düsseldorf. I was not notified by Kiwi about this change, and consequently, I couldn't fly due to the disorganized situation caused by Kiwi. I am extremely disappointed and distressed by the poor service. I tried to contact Kiwi yesterday but couldn't reach anyone for assistance. I ended up purchasing new tickets today for our trip to Lisbon, incurring additional expenses and losing both our hotel reservation and valuable time in Lisbon during my short stay. I hope Kiwi will take responsibility for the inconvenience caused. I kindly request prompt contact from Kiwi as I have the rest of my trip booked through your service. I hope you can empathize with my situation as a passenger excited for a holiday, only to face unforeseen complications preventing me from flying. Best Regards, Meisuri

Booking number [redacted]: My flight from Jacksonville, FL to Chicago O'Hare on Thursday, 07-05-[redacted] was delayed, causing me to miss my connecting flight. Despite my efforts to seek help at the gate, I was unable to board. Trying to rebook, I faced challenges with limited airline staff and delays in assistance from Kiwi. After a significant wait, I was rescheduled for a flight departing almost 20 hours later. Subsequent flights from Chicago to Rome and Rome to Belgrade were also delayed, with little communication or support. Concerned about my return journey with Kiwi, I am disappointed by the lack of prompt assistance and care during my past travel or attempts to expedite alternative flights. I hope for Kiwi to regain my confidence, provide appropriate aid, and possibly compensate for the disruptions endured on my 16-day vacation. I trust that Kiwi will address these issues promptly and look forward to a satisfactory resolution.

I secured a flight through Kiwi.com, which came with insurance promising refunds or a new ticket if a flight is missed. My journey was from Copenhagen to Iceland, then Iceland to Baltimore with WOWAir, and finally Baltimore to Houston with Spirit Airlines. Due to an issue in Copenhagen, I missed my connecting flight in Iceland, resulting in me missing my Baltimore-Houston flight. Although WOWAir provided a new ticket for the next day, Spirit Airlines could not assist. I attempted to contact Kiwi.com via the provided phone numbers, waiting for over an hour with no success. Consequently, I had to purchase a costly new ticket. I am seeking a refund to cover this unexpected expense.

Hello, Good afternoon, I am experiencing an issue with my booking. I booked a trip with you on June 12th for two people from Bourgas to London. I accidentally made this booking and realized my mistake within 10 minutes. I immediately called your team to cancel the tickets, and they agreed to cancel but mentioned I would only receive a £70 refund. I sought advice from citizens advice and my bank, who confirmed it should not be an issue for you to issue a refund since I notified you shortly after making the booking and not weeks later. I am hoping to receive a full refund for the tickets, but if not, a citizen advisor will be contacting you soon. If possible, I would prefer to receive a credit to use on your website. Booking Number: [redacted] I look forward to your response.

Hello, I have a flight booked from SGN to DUB on July 23. I currently live in Vietnam, and my final pay date changed to July 23. As Vietnamese Dong is local currency, I need to be present to receive and sign for it. After receiving my pay, I have various tasks to settle before leaving for good. I would greatly appreciate if my flight could be rescheduled to July 24, 25, 26, 27, or another suitable date. I checked Skyscanner for alternatives. Can you assist me with changing the date? I've faced a series of unfortunate events and need some assistance. I have had positive experiences booking through Kiwi before. Please reply when possible. Thank you, Seona.

Hello, I am Y.Aiba and I recently made a booking for air tickets through kiwi.com for Ms. Analyn Tsuji and two children. The flight details are as follows: Flight number: 5J339 Date: 26 July Route: Manila to Kalibo Class: Economy I used a credit card for payment and provided my email address ([redacted]) and cell phone number (+.....[redacted]) during the purchase. However, I have not received the confirmation email yet from kiwi.com. Unfortunately, I did not note down the confirmation number when the payment was completed. Please urgently check my reservation status and get in touch with me at [redacted] or +[redacted]55. Thank you. Y.Aiba

Hello, we are seeking urgent feedback regarding our upcoming flight itinerary. We booked a flight departing Athens on July 31st to Rome and returning on August 4th using your website. Our concerns arise from a recent message notifying us of a one-day postponement for our flight from Sofia to Athens on August 5th. This change was unexpected and poses challenges due to additional costs and a prolonged stay in Sofia. We kindly request guidance on how to proceed in this situation, particularly regarding accommodations in Sofia. Despite receiving an email about the rescheduling, our trip summary on kiwi.com still shows the original layover duration, creating confusion. Your prompt assistance in resolving these issues is greatly appreciated. Thank you.

Hello Wiki, I recently purchased a flight ticket from Surat Tani to Surabaya two days ago. I paid using my Visa debit card. Initially, there was a payment error, but after trying three times, it went through. However, I have not received my ticket via email from WikI after waiting for a few minutes. Upon checking my bank account, I noticed a deduction of $[redacted]. I kindly request Wiki to address this issue promptly. Name: Simon H. Email: [redacted] Phone: +[redacted][redacted] Country: Indonesia Thank you, Wiki. I hope my concern can be resolved swiftly. I would like to cancel the flight ticket and receive a refund. Thank you. Regards, Simon H.

We had a flight booked from Madeira to Lisbon on July 16 with easyJet, connecting to Brussels Charleroi with Ryanair. Unfortunately, our easyJet flight was canceled, leading us to miss the second leg of our journey to Brussels. While easyJet rebooked us on a free flight for July 19 and provided a complimentary hotel stay, our Ryanair flight was booked through Kiwi.com, complicating the rebooking process. Despite contacting Kiwi.com multiple times, we were advised to wait until departing from Madeira for assistance with finding an alternative flight to Brussels from Lisbon. This situation is concerning as both my wife and I have work commitments the following day, not to mention we are traveling with our two children. Any suggestions or help would be greatly appreciated. Thank you in advance.

We had a flight booked from Madeira to Lisbon on July 16 with easyJet, connecting to a Ryanair flight from Lisbon to Brussels (Charleroi). Unfortunately, our flight to Lisbon was canceled, and easyJet rebooked us on a flight on July 19 and provided a complimentary hotel stay. However, due to this change, we missed our connecting flight to Brussels. We tried to contact Kiwi.com, who booked our Ryanair flight, but they advised us to wait until we arrived in Madeira to arrange an alternative flight from Lisbon to Brussels. I am concerned because I have work the next day. Any suggestions or solutions would be greatly appreciated. Thank you.

On July 16, we had a flight from Madeira to Lisbon with EasyJet, connecting to a flight to Brussels (Charleroi) with Ryanair. Unfortunately, our flight to Lisbon got canceled, leading us to miss the second leg of our journey. EasyJet rebooked us for free on July 19 and provided accommodation. Our concern now is rebooking the Ryanair flight, which was arranged through Kiwi.com. Despite contacting them multiple times, Kiwi.com advised us to wait until departing from Madeira before they can assist in finding an alternative flight from Lisbon to Brussels (Charleroi). With work obligations the following day, this situation is causing some anxiety. Any suggestions or solutions would be greatly appreciated. Thank you in advance.