Kiwi.com Customer Service Issues

Dear Customer Service, I recently made a booking through kiwi.com for a flight with Ryanair, and I have some concerns regarding the reservation process. My Kiwi.com booking number is [redacted], and I would like to verify the email address(es) you used to make the booking with Ryanair. I need this information to ensure that my trip is confirmed correctly with Ryanair. There have been some issues raised about your company's practices, and I have been dissatisfied with your customer service approach. I want to avoid any potential problems by double-checking the details, especially since I have already made the payment. Your assistance in providing the necessary information would be greatly appreciated. Thank you for your cooperation. Sincerely, M. Mascarenhas

Booking Numbers: [redacted] & [redacted] Yesterday, I made two bookings for my granddaughter (S. Gramegna) who is currently in Indonesia and needs to return to the UK due to the earthquakes. I provided her email and mobile number for contact, and I was just informed that the bookings have been refunded. However, my credit card was charged twice for the same amounts on the same day, despite there being only one booking reference for each flight. I am puzzled by how this occurred and seek assurance that the flight bookings are cancelled, and all charges are being refunded promptly.

I made a purchase on Kiwi.com on August 12, [redacted], at 2:53 am for a flight from CLO (Cali, Colombia) to Newark, New Jersey, United States on August 18th, arriving at 5:10 am with United Airlines. My return flight from LGA to MCO on August 29th, arriving in Orlando, Florida at around 5:34 pm with Copa Airlines. I have been waiting two days for my booking confirmation. I need my flight details and confirmation from Kiwi.com.

My daughter requires her boarding pass for the return flight. Here are the details of the booking: Booking number: [redacted] Booking status: CONFIRMED Passenger: Isabel Kress Baggage: 8x Cabin baggage - 7 kg - 56 × 23 × 36 cm 8x Checked baggage - 20 kg A successful booking was made, and the attached e-ticket should be printed and taken on the trip. Features available through Manage My Booking include changing flights, updating information, downloading documents, and ordering additional services like allocated seating and insurance. Johor Bahru to Kota Kinabalu: Wednesday, August 15, [redacted], at 14:35 Airline: AirAsia Boarding pass for this leg will be available on August 1, [redacted]. Kota Kinabalu to Singapore: Sunday, August 19, [redacted], at 07:50 Airline: AirAsia Boarding pass for this leg will be available on August 13, [redacted].

I booked a flight from Stuttgart to Stornoway on July 28, [redacted] with booking number [redacted] for Karl-Hainz Roth and Ann-Kathrin Roth. Despite Kiwi's assurance of online check-in and sending the boarding pass via email, we never received it. We were forced to pay an extra 40€ at the airport, which we are looking to be refunded. We lack account details or an account on Kiwi.com to access more booking information. We only possess the printed e-ticket. I am struggling to find any contact information for Kiwi, such as email addresses, phone numbers, etc., and this frustration has left us feeling very annoyed.

Hello. I had a challenging experience during a trip with multiple connecting flights. At a London airport, my husband couldn't proceed due to a visa issue, making us late for our next flights. Despite being advised to leave without him to catch one of the flights, we encountered confusion and lack of assistance while trying to reach the correct gate. We were given conflicting information and directions, and ultimately missed our flights. The lack of appropriate guidance and support, along with the situation being worsened by the unhelpful attitude of some staff members, left me and my children in a distressing predicament. Despite the difficulties faced, we were not provided with alternative solutions promptly. The disregard for our plight and the apparent discrimination based on our nationality and language contributed further to the unfortunate circumstances. Seeking assistance and understanding regarding the unplanned expenses incurred due to the missed flights, I hope for a resolution to this matter. Thank you for considering our situation and any support in resolving this issue would be greatly appreciated.

Dear Sir/Madam, I recently received a brief email from Kiwi stating that Volatea airport imposed a penalty for late self-boarding online and it will not be refunded without a satisfactory explanation. I am grateful that Kiwi assisted in contacting the airline, but the issue remains unresolved. The boarding email was sent after online self-boarding closed, preventing myself and my friends from completing the process, resulting in a 30 Euro charge per person by the airline. I would prefer not to escalate this complaint to the UK online shopping consumer rights authority due to the lack of accountability from your company. I am seeking a responsible solution from Kiwi, specifically a refund. Thank you.

Dear Customer Service, I recently made my first purchase of two tickets through your website, and I must express my disappointment with the experience. Over the last 18 years, I have been a frequent overseas traveler, making at least two trips annually, and I have never encountered luggage fees before. The fact that the flights were booked separately forced me to pick up and re-check my luggage, not only causing me inconvenience but also adding extra expenses. I paid a total of $[redacted].97 for the two tickets, a price point that aligns with my usual travel expenses. However, being charged an additional $[redacted].00 for luggage, without any prior notice of this policy, was frustrating and unacceptable. If this matter is not addressed promptly, and the $[redacted].00 luggage fee is not refunded, I will not hesitate to share my negative experience on various social media platforms. Rest assured, I will write reviews in English, Albanian, German, Italian, and Spanish to reach a wide audience. Sincerely, Ari

Sehr geehrte Damen und Herren, Leider wurde unser Flug am 8. August [redacted] annulliert, unsere Buchungsnummer ist [redacted]. Wir waren zu dritt am Flughafen, wo man uns mitteilte, dass es keine Alternative zur Verfügung stünde. Unsere ursprüngliche Reise führte von Köln Bonn nach Berlin und von Berlin nach Oslo. Um unseren Anschlussflug von Berlin nach Oslo nicht zu verpassen, haben wir stattdessen einen Alternativflug von Düsseldorf nach Berlin für [redacted],97€ gebucht. Wir würden gerne wissen, wie wir eine Rückerstattung für die Umbuchung erhalten können. Mit freundlichen Grüßen, null Sent from my iPhone

I made a correction to my ID information, but the email I received from Kiwi.com was regarding my passport details. I uploaded a copy of my ID already. Do I need to take any additional steps? My first flight is scheduled for August 23rd at 5:10 AM (Greece time), and I am starting to feel anxious about it. Could you confirm if the changes have been finalized for all my tickets?

Hello, I would like to report an issue I experienced while traveling with Kiwi.com. On July 25, [redacted], I booked a ticket for myself, Raad Kasim Mohamed, and my family from London Stansted to Dubai with two stops. The first stop was from Stansted Airport to Nuremberg with Ryanair. Unfortunately, when I tried to print my boarding pass, my name was not on the list. I contacted Kiwi.com, and they added my name but instructed me to print the boarding pass online. When I asked for the boarding pass from Nuremberg to Krakow, I was told to get it at the airport. However, upon arrival in Nuremberg, there was no Ryanair office, and I was unable to print it online due to a wrong reference number. Consequently, I had to pay [redacted] euros to get my boarding pass at the airport. I believe Kiwi.com is responsible for this error as I am familiar with Ryanair's procedures. I request a refund of the [redacted] euros. Thank you.

Dear Sir or Madam, We encountered significant difficulties due to a delay last year. Here is an account of the events: On May 13, [redacted], our flight U21338 from Santiago de Compostela was delayed by 2.5 hours, departing at 11:45 a.m. We arrived in Geneva at 1:40 p.m., missing our connecting flight to Berlin which had already departed at the scheduled time of 1:40 p.m. At the EasyJet counter, there were lengthy discussions, with no German-speaking staff available. We were notified that the earliest available flight was on May 14 at 8:55 p.m. (EZY1595), which we were initially asked to pay for until we objected. Subsequently, we had to find a hotel in Geneva without any assistance from the airline. This unexpected delay led to us arriving in Berlin more than 24 hours late, incurring additional costs for parking, accommodation, meals, and both of us missing work – a vacation day for Ms. Ohnesorge and significant financial losses for myself as a self-employed individual. We kindly request your prompt consideration of compensation to avoid potential legal action. Sincerely, Thomas Schuricht and Elke Ohnesorge Chausseestraße 4 [redacted] Spreenhagen

Hello, My friend and I had booked a flight from Okinawa to Labuan Bajo with Kiwi, utilizing four different airlines (Peach Aviation, Air Asia X, Indonesia Air Asia, and Garuda Indonesia) for our journey on August 8th. Unfortunately, the trip was disrupted due to the Lombok earthquake in Indonesia. We were only able to catch the first flight from Okinawa to Taipei. Regrettably, we were unable to cancel the subsequent flights in advance due to the unexpected natural disaster. We understand that we are reaching out post-flight, but we would like to inquire about the possibility of receiving a partial refund for the three remaining flights. Thank you, Camille M. and Sarah M.

I received an e-ticket email from Kiwi.com with a credit card bearing my name, which is not the card I used for payment. Kiwi's instructions mention presenting this e-ticket at the airport for check-in where the airline may verify the credit card details. The card with my name appears to be fake, causing concern about facing issues at the airport and missing the flight. I have not seen any recent charges for my Kiwi flights, making me suspect someone else was charged and I potentially have no legitimate bookings. I am struggling to contact Kiwi.com for clarification via email or the provided phone number. Sincerely, Piotr Krauze

Kiwi Booking Number: [redacted] - Name: Elvira von Wieding Lidin. Our flight from Preveza, Lefkada on Tuesday, August 14th, at 15:10 to Copenhagen, Denmark, with connecting flight D81022 in Rome FCO to Copenhagen was a costly misadventure. The initial delay from Greece caused us to miss our connecting flight in Rome, leading to significant inconvenience. Despite numerous attempts to communicate this issue to your phone service in Preveza airport, we were unsuccessful in reaching a resolution. Subsequently, I had to book a new ticket from Rome due to urgent family commitments back home. Therefore, I am seeking a refund as per your guarantee outlined in Art.5. I have all the necessary documentation, including proof of the delay, boarding passes, and receipts, to support my claim.

On August 21, [redacted], I made a booking with the reservation number provided. The cardholder called your help desk to confirm her details, and afterward, I received a confirmation email. However, on the day of the trip, the airline informed us there were no tickets in the reservation, rendering it invalid. Consequently, we had to purchase new tickets, as indicated in the attached files. We are requesting full compensation for the cost of the new tickets, which amounts to [redacted].92x2=[redacted].84, considering we could have obtained cheaper tickets elsewhere. It is disappointing for a company of your stature to exhibit such irresponsibility. I eagerly await your prompt response; otherwise, we will seek legal counsel for the inconveniences caused. Booking number: [redacted].

My daughter booked a flight for June 2, with booking number [redacted] under the name Sasha Ongley. Due to a surgery on May 17, she had to postpone the flight by a week upon doctor's advice. I previously contacted your customer service regarding this issue. Despite following your refund process by providing a doctor's letter, I am now unable to reach you. We abided by your instructions, sent the required letters, canceled the original booking, and paid for a new flight. Given our recent challenging experience with my daughter's medical emergency in Madrid, incurring substantial expenses, I urge you to honor the medical refund as promised. I seek your prompt attention to this matter to prevent further escalation or negative reviews. Please contact me at [redacted]. Thank you.

Hello, I booked a flight through Kiwi a couple of hours ago and initially received a confirmation email which seemed fine. However, shortly after, I got another email mentioning that someone from support had adjusted a birthdate issue that I didn't request in the first place. This has left me worried about potential inaccuracies in my flight details. The email includes my booking number, [redacted]. Adding to the confusion, I also received a call from England around the same time as the email, which I didn't answer. I'm uncertain if it was from Kiwi or not. Best regards, Berkley Williams, Booking Number: [redacted].

Reference Booking number [redacted] Flight from the Bahamas to the UK via Fort Lauderdale Airport in the USA on 8/8/18 for Javon Vernon Pinder Clarke. I'm contacting you regarding the booking I made and paid for my fiancé under the name Maria Ishtar Groves. Unfortunately, my fiancé was not allowed to board the JetBlue Flight from the Bahamas to the US due to a Transit Visa issue. Despite our efforts to ensure he had the necessary documents, he was denied boarding. This incident led to my fiancé facing severe depression, ultimately resulting in his tragic suicide on August 10, [redacted]. My fiancé was dealing with various health issues including Sickle Cell Anemia, a broken ankle, and depression. He was trying to return home to me for healing and recovery, but the flight denial had a devastating impact on his mental health. I am seeking guidance on how to pursue a refund for this flight and address the issues we encountered. Thank you for your attention and support. Maria Ishtar Groves

I made flight arrangements through Kiwi.com on July 18th. The initial flight was with Ryanair from Madrid to London, but it was delayed by 6 hours. After contacting Kiwi.com, they rescheduled my flight for the following day. I reached out to Ryanair for a refund due to the inconvenience and the delay that caused me to take the flight a day later than planned. They have assured me that a refund of 79.87 euros will be credited back to the credit card ending in [redacted], which I believe is Kiwi's credit card. As I have not received this refund, I suspect Ryanair may have refunded Kiwi.com instead. Would you kindly send an email to the address provided so I can forward you a copy of Ryanair's response for further assistance? Thank you. Kind regards.