Hi,**My and my wife's flight was cancelled on the *rd of June and we contacted wizz and...

GetHuman-jankom's customer service issue with Kiwi.com from July 2018

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The issue in GetHuman-jankom's own words
Hi,**My and my wife's flight was cancelled on the *rd of June and we contacted wizz and Kiwi in order to get a refund. The claim for compensation was approved by kiwi and wizz. We then had to contact airhelp in order to get the money we were promised to get. Airhelp told us they couldn't return the money to us due to our reason for the claim, which were weather circumstances according to them ( they said that we had told them that the weather was the reason why our flight was cancelled, which is far from the truth. In the claim we explicitly explained that the flight was cancelled due to other matters which give us the right to compensation according to the Easa law, EU regulation ********. ***Down below I've attached copies of the claims,** confirmed compensation and emails to and from Airhelp.***Our claim number at Airhelp is ****** and you can check the claim details on their website. Unfortunately, I could not attach the claims due to technical difficulties. ***Copy of the confirmed compensations:**Compensation for your cancelled flight to Malm***K**Kiwi ******@***.com******Svara***ti **-**, **:****Du**F*r du f*r mycket e-post fr*n Kiwi ******@***.com*? Du kan avsluta prenumerationen***************Hi Janko ,**At Kiwi.com, we want our customers to have the best travel experience possible, so we were sorry to see that it looks like your flight from Belgrade to Malm* on * June, **** was cancelled.**Because of this cancellation, you could be entitled to €*** and you should claim for compensation with our partner AirHelp.*****Belgrade (BEG) to Malm* (MMX)**Booking confirmation: *NGZMHX****CANCELLED**Belgrade (BEG)************ **:**PM**Malm* (MMX)************ **:**PM*****Malm* (MMX)************ **:**PM**Stockholm (ARN)************ **:**PM*****Click on the button below to start your claim, it only takes * minutes.********GET COMPENSATION********Submitting a claim is easy and safe.***.* rating on Trustpilot**Want to know more?**Why are you receiving this email?**Your Malm* flight is eligible for compensation under EU Regulation (EC) No. ********, which protects European passengers against lengthy delays and other travel disruptions. To provide you with the best possible service, we have partnered with AirHelp to assist you in getting the compensation you deserve.**What is AirHelp?**AirHelp specializes in helping air passengers get compensation for delayed, canceled, and overbooked flights. With a *.* satisfaction rating on Trustpilot and over * million travelers helped, AirHelp has the resources and expertise to handle the complex claim process and to push back if the airlines refuse to pay.**Does it cost me anything?**If AirHelp is unable to assist you in receiving compensation, you are charged nothing. Not a cent. AirHelp will simply deduct a service fee from your total cost.****Compensation for your cancelled flight to Malm***K**Kiwi ******@***.com******Svara***m* **-**, **:****Du**F*r du f*r mycket e-post fr*n Kiwi ******@***.com*? Du kan avsluta prenumerationen***************Hi Ljuba ,**At Kiwi.com, we want our customers to have the best travel experience possible, so we were sorry to see that it looks like your flight from Belgrade to Malm* on * June, **** was cancelled.**Because of this cancellation, you could be entitled to €*** and you should claim for compensation with our partner AirHelp.*****Belgrade (BEG) to Malm* (MMX)**Booking confirmation: *NGZMHX****CANCELLED**Belgrade (BEG)************ **:**PM**Malm* (MMX)************ **:**PM*****Malm* (MMX)************ **:**PM**Stockholm (ARN)************ **:**PM*****Click on the button below to start your claim, it only takes * minutes.********GET COMPENSATION********Submitting a claim is easy and safe.***.* rating on Trustpilot**Want to know more?**Why are you receiving this email?**Your Malm* flight is eligible for compensation under EU Regulation (EC) No. ********, which protects European passengers against lengthy delays and other travel disruptions. To provide you with the best possible service, we have partnered with AirHelp to assist you in getting the compensation you deserve.**What is AirHelp?**AirHelp specializes in helping air passengers get compensation for delayed, canceled, and overbooked flights. With a *.* satisfaction rating on Trustpilot and over * million travelers helped, AirHelp has the resources and expertise to handle the complex claim process and to push back if the airlines refuse to pay.**Does it cost me anything?**If AirHelp is unable to assist you in receiving compensation, you are charged nothing. Not a cent. AirHelp will simply deduct a service fee from your total compensation amount if your claim is successful. They only get paid when you do.*******This email was sent to: *****@***.com**Booking Reference: NGZMHX**unsubscribe from this list****Copy of the email to Airhelp and their response:***My and my wife's flight was cancelled on the *rd of June and we contacted wuzz and Kiwi in order to get compensation for the new tickets we had to buy and for loss of income. The claim for compensation was approved by kiwi and wizz. We then had to contact airhelp in order to get the money we were promised to get. Airhelp told us they couldn't return the money to us due to our reason for the claim, which were weather circumstances according to them ( they said that we had told them that the weather was the reason why our flight was cancelled, which is far from the truth. In the claim we explicitly explained that the flight was cancelled due to other matters that give us the right to compensation according to the Easa).***Quoting the e-mail I sent to airhelp:***Hi,**I have been in contact with Kiwi regarding compensation due to that my and my wife's flight was canceled and filled in a form for compensation on their website. I received a response from Kiwi that we have been granted compensation for the canceled flight and that we would fill in additional information on this on Airhelp's website, as we did (see compensation Janko and compenation Ljuba). We have filled in a form for compensation both June * and July * (see claim for compensation). Nowhere in the two forms we completed for compensation the have we mentioned the weather phenomenon as a reason why our flight was canceled. Therefore, it is very strange that you base your decision regarding our compensation on the weather, ie. for an invalid reason. I refer to you to read current laws on compensation for canceled flights in the EU: **Compensation for overbooked, canceled and delayed flights in the EU http:**www.citizensinformation.ie*en*travel*and*recreation*air*travel*compensation*for*overbooked*and*delayed*flights.html **I'd like you to help me with my case, but if you feel that it is not possible, I'd like to have contact information with your top boss to resolve the matter on my own.***Sincerely, Janko ***Fr*n: AirHelp ******@***.com**Skickat: den * juli **** **:***Till: *****@***.com**mne: Viktig information om ditt AirHelp-*rende (C*******)**SV: Viktig information om ditt AirHelp-*rende (C*******)**JM**Janko Maros**s* ****-**-** **:****Skickat**Till:**AirHelp (*****@***.com)***compensation Janko.docx**** kB**compensation ljuba.docx**** kB**claim for compensation at your website.docx**** kB**Visa alla * bifogade filer (*** kB)**Spara allt till OneDrive – Privat**Hej!***Jag har varit i kontakt med Kiwi g*llande ers*ttning pga. att min och min frus flight blev inst*lld och fyllt i ett formul*r om ers*ttning p* deras hemsida. Jag fick till svar av Kiwi att vi har blivit beviljade kompensation f*r det inst*llda flyget och att vi skulle fylla i ytterligare information g*llande detta p* Airhelps hemsida, vilket vi gjort ( se compensation Janko och compenation Ljuba). Vi har fyllt i ett formul*r g*llande kompensation b*de den * juni och * juli ( se claim for compensation).* Ingenstans i de b*da formul*ren som vi fyllde i g*llande kompensation har vi n*mnt v*derfenomen som ett sk*l till att v*r flight blev inst*lld, utan helt andra sk*l. D*rf*r *r det v*ldigt m*rkligt att ni grundar ert beslut g*llande v*r ers*ttning p* v*dret, dvs. p* ett ogiltigt sk*l.* ***Jag h*nvisar er till att l*sa g*llande lagar om kompensation f*r inst*llda flyg i EU:***Compensation for overbooked, cancelled and delayed flights in the EU**http:**www.citizensinformation.ie*en*travel*and*recreation*air*travel*compensation*for*overbooked*and*delayed*flights.html****Jag ser g*rna att du hj*lper mig med mitt *rende, men om du k*nner att det inte *r m*jligt vill jag g*rna ha kontaktinformation till din h*gsta chef f*r att l*sa *rendet p* egen hand.***Mvh,**Janko Maros*******Fr*n: AirHelp ******@***.com**Skickat: den * juli **** **:***Till: *****@***.com**mne: Viktig information om ditt AirHelp-*rende (C*******)*******Hej Janko Maros,**Tyv*rr *r ditt *rende inte ber*ttigat f*r ers*ttning.**Efter att ha granskat informationen f*r din flygning till Stockholm Arlanda Airport (ARN) den ****-**-** har vi kommit fram till att vi inte kan forts*tta med ditt *rende av f*ljande sk*l:**Problemen med din flygresa orsakades av extrema v*derf*rh*llanden. Detta kan innefatta:**Isiga f*rh*llanden*skv*der och kraftig nederb*rdStarka vindar, turbulens eller upp- eller ned*triktad vindD*lig siktVulkanutbrottS*kerhet *r av yttersta vikt i flygtrafiken, varf*r d*liga v*derf*rh*llanden kan minska antalet flyg eller till och med orsaka totalstopp. Den h*r typen av h*ndelse klassas ofta som en extraordin*r omst*ndighet, f*r vilka flygbolaget inte kan h*llas ansvarigt.**Vi beklagar att vi inte har b*ttre nyheter, men hoppas *nd* att du ger oss f*rtroende att driva ditt *rende n*sta g*ng du r*kar ut f*r en flygst*rning. Som alltid, kontakta oss g*rna om du har n*gra fr*gor.**Med v*nliga h*lsningar,*Paula Buss-Bodke*AirHelp**PS. Vill du veta mer om vilka omst*ndigheter som ger r*tt till ers*ttning f*r en avbruten flygresa? Se v*r sidan K*nn dina r*ttigheter till l*s *nnu mer .**Fr*gor? Bara svara p* detta mail eller skicka din fr*ga till *****@***.com***Gilla AirHelp p* Facebook **F*lj AirHelp p* Twitter*** **** AirHelp www.airhelp.com****Translation of the email :**Hi Janko Maros, Unfortunately, your case is not eligible for compensation. After reviewing the information for your flight to Stockholm Arlanda Airport (ARN) on ****-**-** we have come to the conclusion that we can not continue with your case for the following reasons: The problems with your flight were caused by extreme weather conditions. This may include: Odd conditionsWindows and heavy rainfallSwarm winds, turbulence or up or downward windSwept visibilityFull outbreakSafety is paramount in air traffic, so bad weather conditions can reduce airflows or even cause total stops. This type of event is often classified as an extraordinary circumstance, for which the airline can not be held responsible.***We regret that we do not have better news, but hope you give us confidence to drive your case the next time you encounter a flight disorder. As always, please contact us if you have any questions. Sincerely, Paula Bus-Bodke AirHelp PS. Want to know more about the circumstances that entitle you to compensation for a canceled flight? See our page Know your rights to read even more. Questions? Just reply to this email or send your question to *****@***.com Like AirHelp on Facebook Follow AirHelp on Twitter * **** AirHelp www.airhelp.com***Hoping we can solve this in a friendly matter, otherwise we have to adress it as a legal matter and you will be hearing from my attorney.**Best regards,*Janko Maros
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Reported by GetHuman-jankom
Jul 18th, 2018 - a yr ago
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Jul 18th, 2018 4:29pm