Kiwi.com Customer Service Issues

I booked a flight from Cartagena to Lima with a layover in Bogotá through kiwi.com with Viva Air Colombia, intending to travel onwards to Buenos Aires. Upon landing in Bogotá and trying to board my next flight around 2:30 PM, I was informed that the flight to Lima had departed earlier in the day. The airline's supervisor explained that they had informed Kiwi of the schedule change, which Kiwi supposedly accepted after consulting with me. I was never consulted, and even if they had, I wouldn't have agreed to depart from Bogotá to Lima at 5:50 AM when my flight from Cartagena to Bogotá was scheduled for 11:44 AM on the same day. In addition to not being consulted, the e-ticket I received from Kiwi showed my flights exactly as I had booked them, which misled me. I ended up having to purchase another flight to Lima at the Bogotá airport to make it in time for my connection to Buenos Aires, incurring an additional cost of six hundred dollars. The Viva Air Colombia flights booked through kiwi.com were already paid for. I am requesting a refund for the missed flight and full compensation for the extra $[redacted] spent.

I am writing to address the issues encountered during our recent flight from CEB to DAC with booking numbers [redacted]1 and [redacted]2 on February 11, [redacted]. Unfortunately, our connecting flight (Flight 2) from Manila, Philippines to Kuala Lumpur, Malaysia with AirAsia was delayed by approximately an hour and a half. This delay led to a series of challenges including missing our subsequent flight from KUL to DAC. Despite attempting to seek assistance from Malindo Air and AirAsia, we were not provided with any support or resolutions. This situation forced us to purchase new tickets for a flight from KUL to DAC the next morning, causing stress and discomfort as we spent the night at the airport. We sincerely hope for appropriate compensation or a refund considering the inconveniences faced on this journey. Your prompt attention to this matter would be greatly appreciated. Thank you.

Booking Reference: [redacted]2 Email: [redacted] To: Kiwi.com From: X. H.-Mathe February 20, [redacted] Dear Customer Services, I am reaching out regarding the booking I made on January 24, [redacted], which is for a flight from Miami International Airport to Manchester, UK, scheduled for January 26, [redacted]. I am requesting a refund for this flight. I have encountered challenges related to my communication being monitored by certain entities within the UN and the US government. This interference has affected my ability to receive important information, such as my e-ticket for the aforementioned flight. After booking, I attempted to access my e-ticket but was only provided with luggage information. Despite trying to update my luggage allowance, I was unable to make any changes. Subsequently, when contacting customer service, I discovered that there was an issue with my email address on file. I have concerns that my email details may have been altered, preventing me from receiving crucial flight information promptly. I am puzzled by the discrepancy between accessing my Kiwi.com account with the correct email information and encountering difficulties in receiving the e-ticket. I urge you to investigate this matter promptly, as it resulted in me purchasing an additional ticket at a later date, putting my safety at risk. I anticipate your swift response to address this issue. Thank you.

I need a representative who understands Spanish: I have a flight reservation #[redacted]0 from San Juan, Puerto Rico to Barcelona, Spain. This flight has a layover at JFK airport in New York, and I depart 4 and a half hours later from another airport, ERW in Newark, which is about an hour and a half away based on references, but considering traffic, it could take more than two and a half hours to get there. I am traveling alone with one checked bag and one carry-on. This means that upon arrival at JFK, I will have to wait to collect my checked bag and then figure out how to get to the other airport where I should be at least two hours before departure to check-in my luggage, select my seat, and board the flight. My reservation is highlighted in green, indicating that KIWI guarantees the transfer, but it does not specify if my reservation includes the transfer between airports or provide any information about it. I am 60 years old, have arthritis, herniated discs in my cervical vertebrae, and while I understand English, I am not fluent in it. I believe these factors may affect my mobility in completing all the necessary procedures on time to avoid missing the connecting flight in Newark. Is it possible to find another flight departing from JFK airport to avoid transferring to another airport? I leave this in your hands, as I am a frequent customer of your agency. Sincerely, Wilda J. mobile: [redacted] and email: [redacted]

I need a representative who speaks Spanish. I have a flight reservation number [redacted]0 from San Juan, Puerto Rico to Barcelona, Spain on March 6. The flight has a layover at JFK airport in New York, and departs four and a half hours later from ERW airport in Newark. ERW airport is about an hour and a half away, but with traffic, it could take over two and a half hours to reach. I am sixty years old with mobility issues and limited English proficiency. I'm concerned about the transfer between airports and if my reservation includes it. Can I find a direct flight from JFK to avoid the transfer? I trust your agency to handle this. Sincerely, Wilda Jimenez, contact me at [redacted] or [redacted]

I have a flight reservation from San Juan, Puerto Rico to Barcelona, Spain on March six with a stopover at JFK airport in New York, then departing from ERW airport in Newark. The layover is four and a half hours, and the travel time between the two airports can vary due to traffic. I will have luggage to collect at JFK and need to arrive at Newark at least two hours before my next flight. My reservation mentions KIWI guarantees the transfer but doesn't provide details. Given my health issues and language barrier, I'm worried about making it on time for the connection. I'm considering finding a direct flight from JFK to avoid the airport transfer. I appreciate your help. Sincerely, W. Jimenez.

My daughter bought Rome to Santorini tickets with a layover in Athens. The airline altered their flight time post-booking. She used Kiwi to stay on budget. Kiwi notified her of the change via email, offering two options to reach Santorini: arrive 16 hours later than planned or pay $[redacted] extra per ticket for an earlier arrival. I am disappointed in this business practice. I have decades of experience in the airline industry, and find this tactic concerning. It seems like a way to extract more money from customers who are in a bind due to schedule changes. It's distressing that the company operates in this manner. Ideally, Kiwi should place my daughter and her companion on the earlier flight without extra charges, as they risk missing their check-in time and staying overnight at the airport. The hotel requires check-in by 10:30pm. Their booking reference is [redacted]. While I acknowledge Kiwi doesn't control airline schedules, they should ensure customers reach their destinations promptly at no additional cost. It's regrettable we have to pay extra to avoid this inconvenience. Shame on Kiwi.

Hello, my name is Annalisa P. I have a flight scheduled from Chicago to New York tomorrow morning at 1 PM with United Airlines (booking code [redacted]1 through Kiwi.com). I encountered issues trying to access my booking through the Kiwi website as it appeared to not exist. When I arrived in Chicago on Thursday, my booking was not found in JetBlue's database, leading me to purchase new tickets for the flight. I am concerned that this situation may occur again tomorrow, so I would like to ensure that my booking is confirmed and that United Airlines has received it. Additionally, I am inquiring about the process for reimbursement in cases like this, specifically regarding the original flight for which I had to buy new tickets. Thank you for your assistance. Best regards, Annalisa.

I am Francisco José Melgarez Fernandez. You made 2 reservations by mistake instead of one ([redacted]0 and [redacted]6). Over 10 days ago, you informed me that the second reservation ([redacted]6) was canceled and confirmed the first reservation ([redacted]0) by sending me the corresponding electronic ticket. You mentioned that the amount for the second reservation would be refunded to my account, minus €20 for fees. However, today I was surprised to receive confirmation for the second reservation ([redacted]6) as well. I kindly request confirmation of the communication from about 10 days ago that I only have the first reservation ([redacted]0) and that the amount for the second reservation will be refunded to me, minus €20 for fees. I have also requested wheelchair assistance to the airplane ramp due to my mobility issues. I hope you can confirm that I only have one reservation and that I will receive a refund for the second one. Please confirm that I will be assisted with a wheelchair to the airplane ramp. Thank you. Best regards.

I booked a flight from Kathmandu to Chiang Mai through the Skyscanner website via Kiwi.com. The flight was scheduled for March 17, [redacted], with layover in Bangkok. The airlines involved were Air Lion and Air Asia. After completing the booking, a window popped up advising that if no confirmation was received within a few hours, to contact Kiwi.com. I attempted to do so but couldn't find any contact information. When trying to click on the "Contact Us" link on the Kiwi.com website, it stated that contact details would only be provided after confirmation of the booking. This poses a challenge as the issue is the lack of booking confirmation.

Dear Kiwi.com, I am writing regarding my booking [[redacted]1] for multiple flights from Karachi to Maldives to Dubai on 2nd of March. Due to the closure of Pakistani air space for safety reasons, I regret to inform you that I am unable to proceed with the travel. I kindly request the cancellation of my booking. Unfortunately, I had to cancel my hotel reservations as well due to the circumstances. I would appreciate it if you could confirm the cancellation of my booking. I remain hopeful to rebook the trip at a later date if possible. Best regards, AHMAD KHALIL

Good morning, I am experiencing a significant issue with your organization. Despite touting excellent 24/7 customer service, I have been unable to reach you by phone. I booked flights for my elderly parents, with my mother requiring assistance in a wheelchair. I specifically reserved assistance and received an electronic ticket indicating priority assistance. However, during the AGP-BCN and BCN-TRN flights, the boarding passes did not reflect the priority status for the wheelchair. My mother was unexpectedly charged €44 for her luggage at the AGP airport and was informed another fee would be required at BCN due to this error. As my parents are 83 years old and this is their first time flying alone, this has been a distressing experience for them, which has also been upsetting for me as it was my first time booking with your company. I am willing to provide the necessary documentation for a refund due to your company's mistake. Please advise if you can rectify this for the BCN-TRN flight. Thank you. If you require proof of purchase, I can provide it. If communication via phone is possible, my number is [redacted][redacted].

Booking number [redacted]7 Roncaglia C. Setteducati D. I booked flights for my parents. My mother requires a wheelchair and I booked assistance. I received the e-ticket with priority assistance. My mother has 1 piece of luggage (carry-on) to be included in the priority I reserved and you confirmed. My father has only carry-on luggage. The flights TRN-BCN and BCN-AGP went well. No issues with priority during check-in. The boarding passes for the flights AGP-BCN and BCN-TRN didn't have the priority for wheelchair registration included. At AGP airport, she had to pay 44€ for luggage. Now they have left AGP for BCN and were informed they have to pay 44€ again at BCN due to your error. I can provide the receipt for a refund due to your company's mistake. Please let me know if you can resolve this for the BCN-TRN flight. Thank you.

I missed my flight from Toronto to Cancun this morning. The e-ticket showed a departure time of 7:55 am, but when I arrived at the terminal just over an hour before that time, the flight was not listed on the Departure board. After speaking with airport personnel, I found out that the flight had been rescheduled to 7:40 am with a boarding cut-off at 6:40 am. This change was not communicated to me, making it difficult to locate the Interjet check-in counter. I feel this was unfair as I missed the flight due to incorrect information provided. I had only carry-on luggage, assuming I didn't need 2 hours for check-in. I had accommodations waiting for me in Cancun for the next several days. The flight number was [redacted].

I am Onanong. I needed to travel to Bangkok, Thailand for my grandma's funeral. I booked a flight with Flighthub explaining that I do not have visas for countries that require visas. They confirmed a multi-airline trip with 3 different airlines. I flew from Calgary to Vancouver, then had a 14-hour layover before my Hainan Airlines flight to Shenzhen, China. Although I was told I could proceed without a visa as Thailand was my final destination and I would stay in the international area, Chinese officials denied me boarding. Despite my agency's attempts to explain, I was not allowed to board. Later, a Chinese official saw I was Thai and understood I did not need a visa for China as a Thai citizen. I want a refund for the missed flight. My booking number is [redacted]42. Thank you for your assistance.

I am Onanong. I had plans to travel to Bangkok, Thailand for my grandmother's funeral. I booked a flight through Flighthub specifying that I lacked the necessary visas for countries with visa requirements. They arranged a multi-airline journey with layovers that required me to check out and check in at each stop. My trip started in Calgary, Canada, and I was set to fly to Shenzhen, China with Hainan Airlines flight [redacted] on February 15, [redacted], at 10:50 am. Despite having a boarding pass, I was informed by a Chinese official that I needed a visa to transit through China, leading to a dispute. The airline eventually refused me boarding. After discussions, it became evident that as a Thai national, I did not need a visa for China as it is among the 39 countries where Thais can visit visa-free. Despite being declined boarding, my final destination was Thailand, where I did not require a visa. I now seek a refund for the missed flight. My contact information is as follows: Booking Number: [redacted], Phone Number: [redacted], Email: [redacted], Address: [redacted] Rubie Crest, Nobleford, AB, Canada.

I have been trying to request special assistance from airlines (JetBlue, Norwegian, Ryanair) for my upcoming flight to Bucharest with the confirmation number [redacted]4. I need to submit a form before the flight to bring an Air Sep personal oxygen compressor and to arrange wheelchair support from the plane to the next waiting area. These services should be free and covered by disabilities programs allowed by the airlines. Despite this, I keep receiving messages from Air Help stating there is a fee, which confuses me. I've been informed I cannot contact the airlines directly and must go through you for these arrangements, causing unnecessary worry. Your website is unhelpful, and I also have a TSA Precheck number, TT11194QX, that needs to be added to my file with the airlines, yet there seems to be no way to provide them with this information.

To whom it may concern, I contacted Kiwi.com to modify my first flight booking with the reference number [redacted]2 made within 5 hours. After speaking with two different colleagues and a manager, I was assured of a callback the following morning. Despite receiving the call at 6:26 AM the next day, I have been on the phone for 6 hours and my issue remains unresolved despite numerous discussions with managers, supervisors, and staff members. The promised resolution was not delivered. Kiwi.com should be disappointed with its customer service standards. I was informed that a supervisor would contact me within 2 minutes, only to find out after an hour that they had left for the day. Is this how you treat your customers? Kindly provide details on how you plan to rectify this and improve customer relations. This experience has deterred me from booking with your site in the future and from recommending it to others. Such treatment is neither compassionate nor ethical.

Dear Sir or Madam, I am writing to inquire about booking number [redacted], which pertains to flight reservations I made with my wife. We booked two flights operated by Air India: Kathmandu to New Delhi (Flight Al214) and New Delhi to Vienna (Flight Al153) for 4th November [redacted]. Unfortunately, due to a family tragedy, we had to cancel the flights 40 days in advance. We submitted all necessary documents, including translated copies of the death and marriage certificates, to Kiwi for a refund claim. However, we have been waiting for over four months for a meaningful response, aside from automated messages. In comparison, we received a refund promptly from another flight provider for a Nepal ticket. I kindly request a prompt and earnest update on the status of the refund application for booking number [redacted]. Thank you for your attention to this matter. Best regards, Antonin Novotny

My Spirit Airlines Flight [redacted] from SJU has been delayed until 7:53 pm. Unfortunately, I will miss my connecting Frontier Airlines Flight F91050 departing MCO at 8:25 pm. I am now scheduled to arrive at MCO at 10:05 pm tonight and will need to retrieve my checked bag, check in for the next flight, and go through TSA again. Please assist me in finding a suitable flight to CLT as my final destination, ensuring I have ample time to complete these tasks between flights. Thank you.