Kiwi.com Customer Service Issues

I submitted a complaint and expense claim on March 14, [redacted], but have not received a response. I am seeking a refund in accordance with my complaint. My flight booking number is [redacted]83. The issue I experienced involved pre-paying for my suitcase with Kiwi but being asked to pay again at the airport, twice during my trip to Cincinnati. Additionally, I encountered problems checking in at the airport and had to queue at multiple counters to receive my boarding pass for only part of my journey. I incurred additional charges due to these issues. Despite escalating the matter with Kiwi, the problem recurred on my return journey. I demand a full refund of [redacted].84 GBP and an apology within a week, or I will pursue further action regarding this unacceptable service.

Heidi H. is a student who recently experienced some challenges while trying to book a flight with your company. She had to unexpectedly return home due to a family emergency but faced issues with the online payment process. Her bank suspected fraud and declined the payment. Heidi had to make separate bookings as a result, only to later discover that one of the transactions did go through. This caused confusion and financial strain for her. Despite these difficulties, Heidi would prefer to use your services for future bookings. She kindly requests a refund for the unused ticket and hopes for a resolution as she values your company's convenience. Your assistance in this matter would be greatly appreciated.

On February 13, [redacted], I used the kayak.com website to search for a one-way plane ticket for my son from Baton Rouge, LA to Orlando Sanford International for travel on April 14, [redacted]. After selecting the itinerary, Kayak redirected me to Kiwi.com, a second party agency, for booking. Despite receiving an email on April 6, [redacted], confirming the booking status, my son was informed on April 14, [redacted], that his flight from Baton Rouge to Sanford Orlando was canceled since April 1, [redacted]. When I reached out to Kayak, they directed me to contact Kiwi.com. Kiwi.com is currently working on resolving the issue and mentioned it might take up to 30 days to determine if a refund is possible. They are in communication with the airline, Via air. Due to various complaints against Kiwi.com, I am concerned about the refund process. Additionally, my son incurred extra costs after being stranded at the airport, including the expenses for additional ground transfers and arrangements at his destination.

Good evening, I am sending my 5th message! I kindly request that you issue my flight ticket for the date I specified on MOMONDO: May 24, [redacted], not the 25th as indicated in the booking documents with booking number [redacted]6. The flight is from FRA to CFE via Paris CDG at 7:50 PM on May 24, [redacted]. The passenger is H. Schnitzer. I must add that I have been waiting for 6 days for my request to be processed. I believe I will not book through Kiwi.com again due to the lack of customer support (no phone number) which makes me feel unsupported as a buyer. Sincerely, H. Schnitzer.

I experienced a delay on my first flight, causing me to miss the connecting flights. I have reached out to Kiwi three times via phone, but I am now unable to make additional calls due to exceeding my phone plan. Despite being promised alternative flight options within 4 hours via email after the initial delay notification, I have not yet received any information after multiple calls to Kiwi customer service. Currently stranded at the airport, I am unsure about my onward travel plans. This has been a frustrating experience, and I do not recommend Kiwi as this was my first encounter with the company. I have limited internet access that will soon expire, and I am anxious about when and how Kiwi will communicate the new flight details to me.

Hello Kiwi Crew, I recently booked ticket #49 [redacted] [redacted] through your website two days ago. Unfortunately, I have been unwell in the last 24 hours and my doctor has advised me not to travel on Monday due to a strong virus causing flu-like symptoms such as diarrhea and vomiting that is common in Cali at the moment. In order to prioritize my health and safety, as well as that of others, I kindly request to reschedule my flight for next Friday. I appreciate your swift response to this matter. Thank you in advance for your assistance. Best regards, C. R. (Passenger) Flight NK408

My file number is [redacted]1. I was scheduled to fly from Siem Reap, Cambodia last night on VietJet Air flight VJ985 departing at 7:15 to Hanoi. Due to needing an entry visa to transit, I was unable to board. I've obtained the necessary visas and rebooked my flight. However, I now need to reschedule my T'way Air TW164 flight from Hanoi to Incheon departing at 3:30 am on the 5th, and Ease Star Jet flight ZE651 from Incheon to Kagoshima at 3:00 pm. Both airlines advised me to contact Kiwi.com for the changes. I sent a request for help last night and haven't received a response yet. Please assist me as soon as possible as I am stuck in Cambodia and trying to make it home by adjusting my last two flights by one day. Thank you.

Salve, sono il cliente Cardaci Mattia e sono molto arrabbiato. Il mio codice prenotazione è "[redacted]4". Il biglietto è stato emesso dai miei datori di lavoro, quindi contiene il mio nome e cognome ma non la mia email. Hanno dimenticato di aggiungere il bagaglio per la chitarra e devo acquistarlo. Sono riuscito a farlo per il primo volo (Istanbul-Atene), ma non per il secondo (Istanbul-Palermo) perché il sito non riconosce la mia email come valida. Dopo aver contattato l'assistenza Ryanair, mi hanno detto che il problema potrebbe essere della vostra inserzione di un'email errata. Vi prego di spiegarmi al più presto come risolvere questo inconveniente, perché è diventato molto fastidioso. Grazie e arrivederci.

Dear Sir or Madam, Regarding the online check-in for the flight from Vienna to Faro on April 4th, [redacted], with flight OE [redacted] booked through Kiwi.com, I encountered an issue with the process. Although the e-ticket indicated that online check-in was available from April 2nd, [redacted], it did not specify that the online check-in deadline was on the day of departure. This resulted in us having to pay a check-in fee at the airport, as we were unaware of this requirement until we arrived. Despite attempting to check in online at the airport as instructed by the staff, we faced difficulties due to an incorrect email address provided to us. This, combined with the unexpected earlier departure time of the flight at 15:00 instead of the stated 15:30, led to us incurring additional fees totaling [redacted]€ for check-in. Considering these circumstances, the responsibility for the situation falls upon the airline. Therefore, I kindly request a refund of the [redacted]€ charged for check-in fees, which should be processed back to the credit card of the second passenger, Ms. G. Stallinger. I would appreciate confirmation of receipt of this email. Thank you.

I have booked my flights through Kiwi.com, and two of the airlines involved are Ryanair and Volotea. Recently, Ryanair updated their baggage policy, requiring passengers to separately book cabin baggage for three of my flights. To add this to my booking, I need the specific Ryanair booking details managed by Kiwi.com, including the booking number and flight information. Kiwi.com does not currently offer the option to add cabin baggage directly, so I rely on these details from Ryanair to make the necessary arrangements. Thank you for your assistance in providing me with this information.

I mistakenly booked the wrong return date for my flight from London to Tampa. I need to be back by August 4 but booked my return for August 12 instead. I am requesting to change my itinerary for either Friday, August 2, or Saturday, August 3. If possible, I prefer August 2. My name is David Budenstein, and my booking number is [redacted]2. I originally booked a round trip but only need a one-way flight from London to Tampa, departing Heathrow at 12:50 PM and arriving at 8:49 PM. Kindly assist me in adjusting my booking.

Hello, I am writing to address an issue I encountered with my flight from Hyderabad to Toronto on May 9, [redacted]. I was denied boarding as I did not have a connecting flight from Milan to Toronto. Despite showing the ticket and requesting assistance, my details could not be found in the airline's system. I kindly request a refund for the charges incurred. Reservation Number: BICZIG Booking Number: [redacted]1 E-ticket Number: [redacted][redacted] I look forward to hearing from you soon. Thank you, H. Manchineni.

Hello, I am writing to address the issue I encountered when making a booking (BOOKING NUMBER 50 [redacted] [redacted]) on your website. While attempting to book a flight departing on June 11th and returning on September 11th, I opted for a one-way ticket instead. When I made this change, the return date was mistakenly switched to the departure date, causing confusion. I assumed the ticket was being booked for the correct departure date I inputted. I kindly request a full refund from the airline due to this error, as it was not caused by me but rather a technical flaw on the website. I appreciate your prompt attention to this matter. Thank you, -Luis Eduardo E. Chavez

Hello, I am Theresa Pearson. Unfortunately, I missed my 2:40 pm Flair Airlines flight from Calgary to Winnipeg on May 5, and also missed the return flight on May 8. I suffer from anxiety and depression but was unable to make the flight due to an anxiety attack. I had previously provided a doctor's note. I am facing financial hardship which exacerbates my anxiety. While I initially requested a kiwi credit, a refund would be more beneficial given my circumstances. Contact me at [redacted] or [redacted]. Your assistance in obtaining a refund is greatly appreciated. Thank you, Theresa Pearson

My daughter, T.H., and her boyfriend, C.H., were teaching English in Santiago de Compostela, Spain. During our Christmas visit, my youngest daughter, T., met a farm boy named Ruben from Vigo. They feel they may be in love. T. has a flight to SCQ on May 18 (Booking #[redacted]3) to visit her sister and Ruben. T.H., T., and C.H. have return flights on June 18 (Booking #[redacted]5 from SCQ). While I want T.H. and C.H. to return on this booking, T. wishes to stay longer with Ruben and his family. Ruben's Mother also wants her to stay to know the girl who captured her son's heart. Can Kiwi Airlines find T. an inexpensive return flight to BNA (Nashville) around July 9th from Vigo, Spain, or even ATL (Atlanta)? I, an RN working Fri-Sun 13-hour shifts, want to comfort T. about leaving her first love, Ruben. T. is 20, and this is her first kiss. I cannot afford monthly flights for them. Can Kiwi Airlines adjust the May 18 booking for T. to July 9th? I'm willing to pay the difference as their happiness is paramount. I prefer to bring T. home than have her stranded. I value her safety and well-being above all. Thank you for your assistance.

Hello, Hello, I would like to report an incident that took place last week. On May 12th, [redacted], I purchased 2 return flight tickets for Mr. Guneyt Akin and Mrs. Helen Jones from Istanbul to Edremit, Turkey with Turkish Airlines. The outbound flight is scheduled for Wednesday, August 21, '19 at 12 pm, and the return flight on Wednesday, August 28, '19. Payment was made via my Mastercard, ending in [redacted]. The purchase was successful; however, I did not receive any email confirmation at [redacted] I did not note down the booking number assuming it would be in the email. Helen Jones attempted to retrieve it on her mobile but was unsuccessful. Due to a computer crash, I experienced delays logging in again. I kindly request a confirmation email or a phone call to verify the booking. You can contact me at 01[redacted]98 in the UK. My name is Mr. John G Jones. Thank you for your assistance. Regards, John

Subject: Kiwi Travel Experience Hello Kiwi team, My name is Betty S. I recently flew to Sofia, Bulgaria on May 9, [redacted], on flight W64428. I experienced significant difficulties during the check-in process both online and at the airport. Two days before my journey, I attempted online check-in as instructed but encountered site maintenance errors. On the day before my flight, I received a message stating that online check-in was only available until May 8, [redacted]. When I arrived at the airport, I was informed that online check-in was not possible and was required to pay for check-in services, causing distress and frustration. Additionally, I was unexpectedly charged for luggage that I had already paid for in advance, leading to further inconvenience and financial burden. The lack of clarity and consistency in the process was disheartening. I demand a refund of €70 for check-in and €80 for luggage as I feel unjustly charged. I hope for a prompt resolution before taking further action. This disappointing experience has led me to reconsider using your services in the future. Kind regards, Betty S.

I have attempted three times to book a round-trip flight from Edinburgh [UK] Airport to Marseille [France] Airport on June 1st, returning on June 29th, [redacted]. The booking was through Skyscanner with Ryanair and Volotea. After entering my bank details to pay, the system redirected me, requesting my details again. I contacted Kiwi.com at [redacted] and spoke to Rommel, who was unhelpful. He claimed I had made two bookings and instructed me to cancel them online. I received no confirmation emails for bookings under the numbers [redacted]6 and [redacted]7. As my bank confirmed no payments were made, I am concerned about potential double charges. Due to these issues, I booked with another company for my business trip. I will avoid using Skyscanner, Kiwi, Ryanair, and Volotea in the future to prevent any unauthorized charges.

Hello, I need to confirm my identity as the cardholder who purchased tickets for my sister and niece. Here is the email notification I received: For more information, please consult our Help Center. BOOKING NUMBER 51 [redacted] [redacted] PASSENGERS Layla S. 1× Personal item 40 × 25 × 15 cm — 3 kg Jessica L. 1× Personal item 40 × 25 × 15 cm — 3 kg Please Confirm Your Payment As part of our standard security procedures, we require further verification of your payment before processing your booking. Please contact our Customer Service at 0[redacted] within 12 hours to confirm you are the cardholder. Failure to contact us within 12 hours will result in your booking being rejected, and the payment refunded to your account. It may take up to 10 days for banks to process the refund. We take many security measures to ensure the safety of our customers. Find more details about our payment verification process here. Frankfurt Airport, Germany Depart: 06:30, Tuesday, May 21, [redacted] London Stansted Airport, United Kingdom Arrive: 07:05, Tuesday, May 21, [redacted] Airline: Ryanair London Stansted Airport, United Kingdom Depart: 09:40, Tuesday, May 21, [redacted] Oslo Airport, Norway Arrive: 12:35, Tuesday, May 21, [redacted] Airline: Ryanair Oslo Airport, Norway Depart: 09:15, Sunday, May 26, [redacted] Frankfurt Airport, Germany Arrive: 11:20, Sunday, May 26, [redacted] Airline: SAS We apologize for any inconvenience and hope to see you again soon. Explore the world of travel Get offline tickets and exclusive offers with the Kiwi.com mobile app.

Hello, my name is Yris Estrada. On May 13, I purchased a ticket from Caracas to Chile. My bank charged me CAN $[redacted].56, which was unexpected. I thought I was paying around $[redacted] in USD as seen on other travel websites. However, I see that Kiwi charged me in CLP [redacted],[redacted] instead of USD $[redacted] due to a decimal point error. This price is too high for a 30-hour trip. Last month, I purchased three tickets for my family (Amable Estrada, Mariana Hoyos de Estrada, and Yanioska Vasquez) and paid in USD without any issues. I trust Kiwi, which is why I chose to book with you again. I cannot afford this high price for one ticket; I am struggling to help my family leave Venezuela. The reservation number is [redacted]2 under my sister's name, Yanira Estrada. Please, I request a refund. Thank you for your assistance.