Booked Flights for Glasgow to Amsterdam return for * day trip with a short stopover in...
GetHuman-abmacdon's customer service issue with Kiwi.com from October 2018
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Booked Flights for Glasgow to Amsterdam return for * day trip with a short stopover in Dublin (*hr*mins) on first trip. Flights were GLA-DUB, DUB-AMS, AMS-GLA. The short layover meant the GLA-AMS leg would be cabin baggage only so I paid for *x EXTRA cabin baggage (states standard *x per person so this would be * total). Below is taken word for word from your site:**"Flights with cabin baggage only*Summary: Some itineraries do not allow checked baggage because of short connection times between flights.*Reasons for cabin-baggage-only itineraries:*A. Special airline fare*B. Short transfer time (* ** min): not long enough to recheck baggage between flights.**Cabin baggage package with Priority Boarding*Priority Boarding is added as part of a cabin baggage package with this type of itinerary. It is essential for the flight preceding a short layover to help you catch your connecting flight in time with your cabin baggage."**As the stop over was under ** minutes the GLA-DUB-AMS flights were automatically updated to priority boarding. Upon entering into My Booking, I found only * passenger was put on priority and it states x* cabin baggage. I sent an email inquiring the details and received a response stating my booking has x* priority booking and x* cabin baggage. This obviously differs from what I actually booked and whats under 'My Booking' so I was left more confused. I tried to call the number left on the email which was the wrong, so had to search for it online which was (purposefully or not) difficult in itself. **The adviser who answered told me completely different information from both the email and 'My Booking' and would not listen when i tried to explain the issue. Kept telling me i would need to pay for additional services. I explained this was not additional service, it's a mistake made in the booking by your site. After she repeatedly ensured my issue was being sorted and she would get back to me, I received an email stating it would cost me ** EUR to add priority boarding for Miss Robinson. Again, I AM NOT ADDING ANYTHING. The email also told me NOTHING about my baggage allowance.**Calling again, another adviser answered and kept interrupting me, not allowing me to explain the issue until she could put me on hold to 'look into this'. When returning from hold to tell me "... the previous adviser already told you there would be a charge for adding priority". She would not listen again parroting, "the previous adviser already told you there would be a charge for adding priority." After having to continually repeat that this is not an additional service, the adviser told me she would be forwarding to the relevant department. I asked to speak to this department or for any type of contact details for this department but was told this is impossible.**I was then told the return AMS-GLA flights had no cabin baggage (first time the Easy Jet's flights have been discussed). As this is a direct flight so should be aloud checked baggage as normal I asked if she could confirm checked baggage for return. Your adviser parroted, "There is no cabin baggage". Again, not listening to me repeatedly explaining I'm not asking about cabin baggage. Your adviser then told me this was discussed in the previous call? The Easy Jet flights were never discussed. Again, I was told it'll be forwarded to the relevant department. **Explaining I needed this sorted asap as flights are very soon and I had no clue about my actual luggage allowance, your adviser had the audacity to tell me to "show up at the airport with the extra baggage and see what they say, maybe you'll have to pay extra there". THIS IS ABSOLUTELY UNACCEPTABLE! My flights are in two and a half weeks and I'm more confused now than when I made the first call. Can someone sort my booking and tell me my baggage allowance please.
your advisers didn't understand what the issue is.
Second passenger added to priority booking for GLA-AMS as it should have been done in the first place. Someone who understands their job to tell me my actual luggage allowance.
First time customer making my first trip abroad with partner.
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