This is the support request I sent and for which I am still waiting (in the FRA airport...
GetHuman1040292's customer service issue with Kiwi.com from August 2018
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This is the support request I sent and for which I am still waiting (in the FRA airport). *"You" is "kiwi.com"**-------*This mail is a complaint regarding the handling of my travel, corresponding to the PNR *** occurred between August **th and **th ****.**I called at **.**am and **.**am because of a * hours delay on the first of * flights that should have brought me from LPA (Las palmas) to LIN (Milano Linate) through FRA (Frankfurt). The delay was clearly too long to get the second flight. I offered kiwi an alternative (changing the reservation to get the fist flight on the **th from LPA to any Milan airport - it was a Ryanair flight departing at *.**am) for which I wouldn't have needed nor accommodation nor refund. You declined and told me to absolutely get to FRA* (Frankfurt) as you would have found a solution and sent it by email. I did it, and when I arrived, at **.**pm, you had not sent any mail. I called again, after waiting half an hour for the mail, at **.**pm and you told me to wait as you were still looking for a solution. I called again at *am and you told me to wait ** minutes and you would find it and write me an email. You did not. I called again at *.**am and your operator told me again to wait * hour, and then HUNG UP in the middle of the conversation. This is unexceptable. There are no flights before *.**am from FRA to any Milan airport. The wait is more then * hours, and in your policy I have right to a room. I've been toyed with by you for all the day, postponing and postponing while I have to stay on the ground of the airport. The customer support is enormously poor. **I strongly requested:***) the FIRST flight to Milan in the morning, that is the flight LH *** departing at *.**am from FRA towards LIN****) a FULL refund, because kiwi.com is not a plane operator and your job is to combine solutions. One does not pays to be let down like this****) at least a mail where kiwi.com says it is sorry for how I've been treated. I followed all that you said me to do and the result was me passing the night on the ground of the FRA airport, no room, and at *.**am (more than *h after the arrival, and more than ** hours from the first contact, SEVENTEEN HOURS) still no info on the flight I'll take tomorrow. With, on top of that, a customer service that hangs up without explanation to a CUSTOMER in difficulty. **First experience with kiwi.com and my worst experience ever with a booking. **Finally you call me back (guarantee specialist ***) at *am and you are offering a far longer flight with change in Bruxelles instead of the direct I proposed, offered no compensation for the hotel room which was not given even if the wait was more than *h and the request made **h earlier, no refund for the Alitalia flight and no refund for the meals (I would have right only for FRA as, by your policy, I'm not entitled to the one in LPA as Condor - the Selected Carrier - offered it) that is only **€ but at this point it's a question of getting what the Service Agreement stipulates. I'm really astonished.**I can accept the longer flight ONLY because it is **h I'm into airports and I want to go home. But I really need a refund. It wouldn't be fair if you did not give it to me. **I'm really not into being a bad customer, but I feel I was treated unfairly *...***Of course it's your choice to do it, so make your considerations. But I cannot simply go home after this experience. **Waiting to ear from you,*****
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