My name is Emmanuel Real , who booked in your site booking * ******** and ******** for...

GetHuman-bdpr's customer service issue with Kiwi.com from December 2018

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The issue in GetHuman-bdpr's own words
My name is Emmanuel Real , who booked in your site booking * ******** and ******** for my daughter and her friend flying to New Zealand from Manila, done on Oct **, ****. I was the one who paid the booking and I want to inquire something.*What happened is during their check in at Manila airport to fly to New Zealand via Sydney, the pax were denied boarding by Cebu Pacific because they do not have a transit visa in Sydney. Yes, Cebu Pacific asked them if they have transit visa because they were told that upon arrival in Sydney, they must clear immigration and get their check in bags and check in again to the next flight which is Virgin Australia, because CEBU pacific has no transit facility or baggage partner transfer with other airlines. *Since it was not clearly stated in your booking site, we did not think of this transit visa, all we know is if a pax layover is less than * hrs, they do not need transit visa. And, we thought that upon checking in the bags in Manila, we collect it when we arrived in New Zealand. *During this time, the pax had suggested to CEBU PAC check in counter that in this case, they will not bring any check in bags ( because a relative is flying to NZ in the days to come who could bring those) but still CEBU PAC staff, denied them boarding. *As a result, the ticket for Virgin Australia, which is the flight from Australia to New Zealand was forfeited. The Cebu ticket ( MNL to Sydney) was refunded. And, you can imagine the chaos suffered by the pax not to mention the high cost of new ticket. *Here is my question, in that booking we made in your site, is CEBU PAC correct in saying that passengers need to have transit visa even if there is no check in bags? Virgin Australia has told us that if there is no check in bags, the pax can go straight to the gate of the next flight and can be issued boarding pass at the gate since it is made under one booking.*I agree that if there is check in bag, the pax has to clear immigration and get the bags, ( since CEB PAC is saying that they were point to point carrier only) so the pax really has to have transit visa. But, I cannot see this explained in the booking site? Can you please show to me if this is clearly stated in the booking site of KIWI? *We feel outraged with what happened and I want to see if these conditions of CEB PAC is stated in KIWI Site. Otherwise, this will happen again and again to other passengers.
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Kiwi.com

Customer service issue
Reported by GetHuman-bdpr
Dec 9th, 2018 - 6 mons ago
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Items needed
Flight Number
Confirmation Number
Ticket Number
Email on Order
Phone Number on Order
Name of Passengers
Home Address
Date of Birth
Timeline
GetHuman-bdpr started working on this issue
Dec 9th, 2018 8:25am
GetHuman-bdpr indicated the issue is not fixed yet.
Dec 12th, 2018 9:17am