Kiwi.com Customer Service Issues

Hello, I needed to travel from Alicante to Tirana on December 30th, [redacted]. I attempted to check in online, but encountered difficulties and was instructed to complete the check-in at the airport by the airline's website. Upon arrival at the airport, Ryanair charged me 80 euros (50 for check-in and 30 for luggage due to limited cabin space). During a layover in Milan, I faced issues at Malpensa airport because my second name, required by Bluepanorama, was not provided by Kiwi during booking. This led to purchasing another ticket to Tirana and an overnight stay in a hotel. These challenges cost me over [redacted] pounds, and I believe Kiwi is not a reliable company. Unfortunately, the airline's website does not offer a contact number for assistance.

Our flight on Ernest Airlines EG224 from Lviv to Bergamo was delayed for approximately 23 hours. Sadly, there was no assistance from the airline, and we received misleading information from kiwi.com. One email wrongly stated our rescheduled flight time as 20:40 on 07.01.[redacted] when it had actually departed at 19:10. Consequently, we missed the flight. This led us to miss our Ryanair flight at 13:45 as well, for which we had paid for priority boarding. We had to book a hotel for 40 euros due to the overnight delay, which we also missed. Despite contacting kiwi.com for support and being directed to purchase a new flight for [redacted] euros, we received no other assistance. We were left without proper information and spent over 24 hours in the airport. We are requesting a full refund of our booking costs and expenses since we followed the instructions provided by the app. We are also submitting evidence of our expenses for your review. We believe that kiwi.com should take responsibility for selling us tickets on an unreliable airline that is no longer permitted to operate since 13.01.[redacted]. Additionally, we received no notifications of delays or changes through SMS or email.

I am writing on behalf of the passenger ASSAM MORAD who booked flight EZY4435 from Lyon Saint-Exupéry to Madeira - Cristiano Ronaldo on January 18, [redacted], with a stopover in Lisbon. The flight was delayed due to a technical issue. According to Article L216-16 of the Tourism Code, the travel agency is responsible for ensuring the services are provided. Based on European regulation n[redacted], as the flight distance was between 1500km and 3500km, a compensation of [redacted] Euros is due to RETARDVOL. To process the payment, you can choose between a bank transfer or sending a check to RetardVol at 16 Rue Alexandre Parodi, [redacted] PARIS. Please note that any payment made directly to the passenger will not be valid. Thank you.

Hello, My name is Ray Raman Annamalai. I had booked an e-ticket (Booking number [redacted]) from New Delhi to Kolkata, India on May 1, [redacted], with Air India, and from Kolkata, India to Yangon on the same day with IndiGo Airlines. While I was checking in at Singapore, I was asked to show proof of our flight out of India. In my panic, I couldn't find the details, so I had to buy another ticket to avoid missing my flight from Singapore to Chennai on December 12, [redacted]. I canceled the tickets around December 15th and was assured a refund within 2-3 weeks with reduced penalties. I now realize the refund needs to come from your end. This email is to seek your assistance. Thank you. Ray

I am contacting you regarding booking reference number [redacted]82 for passengers Dilek B. and Elif B. I want to address an issue with an extra charge I incurred for my hand luggage during my flight with Ryanair from Turkey to Cologne. My initial flight included 2x 20 kg checked baggage and 2x 8kg hand luggage. Upon reaching Cologne for my connecting flight after a 4-hour layover, Ryanair informed me that I was only allowed 2x checked baggage without any hand luggage. I had to pay an additional fee to bring my hand luggage onboard. I believe it is important for third-party companies like yours to ensure consistency in luggage allowances for connected flights. I request a full refund for the extra charge imposed by Ryanair. I look forward to hearing from you soon.

Hello, I am considering booking the following flight and I have a couple of questions. Is it possible to obtain boarding passes in advance for the MEA flight? Additionally, if we do not have any checked baggage, can we avoid going through immigration as one of the passengers requires a visa? Here is a summary of the trip: DEPARTURE Duration: 11h 30m Mon 10 Feb Economy 06:45 London STN - 09:45 Milan MXP Ryanair, 2h layover Economy 12:05 Milan MXP - 16:40 Beirut BEY Middle East Airlines, 1h 05m layover Economy 17:45 Beirut BEY - 21:15 Jeddah JED Middle East Airlines I am concerned about missing the connection. The Kiwi.com Guarantee protects the connection but is only applicable to bookings made on Kiwi.com.

I need assistance changing my flight time before 10 am. I missed my initial Inverness to Spain flight and my next one departs at 10 am. I made the booking through your company, and I am unsure if I am able to modify the booking or receive a refund. Your help with changing the flight would be greatly appreciated. Thank you.

Subject: Urgent Correction Needed for Booking #[redacted]44 Dear Sir/Madam, I am writing in regards to booking #[redacted]44 for flights QZ647 and Z2232, which I have already discussed with Kiwi.com's call centre. An error was made during the booking process resulting in the flights being scheduled for June 10th instead of the correct date, June 14th. This was not a change of plans but a technical glitch that occurred after a payment issue led to an unintentional date modification on the screen. I discovered this mistake when trying to print the e-tickets on January 31st. Upon contacting Kiwi.com's service centre, Imran assisted me professionally and suggested escalating the issue via email. The current change fee is prohibitively high, surpassing the original ticket cost. This is a critical leg of our long-awaited honeymoon, and we are financially unable to bear this unexpected expense. We respectfully request Kiwi.com and Air Asia's consideration in waiving or reducing the fees, acknowledging this genuine mistake and permitting us to reschedule the booking for June 14th, [redacted]. Given the five-month gap until the flights and my prompt notification of the error, we hope for understanding in this challenging situation. Kindly inform me if there is a possibility of assistance; your understanding and support would be immensely valued during this stressful time. I am reachable at any time on +[redacted] 55 [redacted]. Warm regards, M.

Dear Kiwi.com, I am writing in regard to booking number [redacted] [redacted] [redacted] for Rani S. and Yael M. for a flight from Phnom Penh to Kathmandu via Bangkok and New Delhi on February 2, [redacted]. Upon arrival in Bangkok, they were denied boarding by Indigo Airlines due to not having an Indian visa, despite aiming to transit directly to Kathmandu. Despite offering to buy additional tickets to stay in transit, they were unable to continue their journey. This situation forced them to buy new tickets for a direct flight from Bangkok to Kathmandu, resulting in unnecessary expenses and inconvenience. I am requesting a refund and compensation for the flight segment that was not completed. I kindly ask for your prompt attention to this matter. Sincerely, Ronen S.

Hello, I am writing to address some concerns regarding my recent booking with the Booking number: [redacted]39. I would like to bring to your attention an issue with the extra luggage payment. I was charged for extra luggage at the airport, despite having already paid for it and receiving a confirmation email today from Latam indicating that the extra luggage was confirmed, which it was not. The lack of response and incorrect name used in your communication have caused confusion. I kindly request a refund for the double payment and compensation for the inconvenience of spending 30 minutes to resolve this matter. I have all the necessary documents to support my claim. Thank you, Osnat

Hello again, My booking number is [redacted]39. I wanted to inform you that I had to pay for extra luggage at the airport, even though I had already paid for it and received a confirmation email from you today stating it was confirmed by Latam, which it wasn't. You didn't address this issue until I brought it up, and when you did, you used the wrong name. I am requesting a refund for the double payment and compensation for the 30 minutes I spent on this matter. I have all the necessary documents to prove the double payment. I am also concerned about future flights under this booking. How can I ensure this won't happen again? Thank you, Osnat

Hello, I'm reaching out with an urgent matter regarding my recent travel experience. On February 1, [redacted], I flew from Kuala Lumpur to Delhi with Indigo, connecting to a flight from Delhi to Dehradun all booked through Kiwi.com. Unfortunately, the flight from Kuala Lumpur was delayed by 40 minutes, causing me to miss my connecting flight in Delhi with only 1 hour and 40 minutes layover. To reach Dehradun the same evening, I had to purchase a new ticket from GoIndia for 18,[redacted] INR departing Delhi at 4 pm. This flight was also delayed by 3 hours, resulting in a total delay of 12 hours and extra expenses of 18,[redacted] INR. Considering I made all bookings through Kiwi.com, I believe they should cover these additional costs. I have attempted to contact customer service without success. My booking number is [redacted]. Please address this matter promptly. Thank you. Best regards, Roja

Hello, I am Naile Koleci. I booked and paid for a ticket from Frankfurt to Budapest to Tirana for the 25th of March [redacted], with the return flight on the 15th of April [redacted] from Tirana to Frankfurt. I made an error in my email address, missing one letter, and I haven't received a confirmation for my booking. Could you please assist me with this and send the confirmation to my correct email address at [redacted]? I am eagerly waiting for your response. Thank you for your help. Best regards, Naile Koleci

Booking number [redacted] for Madeleine Mercer and [redacted] for Melissa Merchant. We had only one hour to change planes, and upon reaching the check-in desk, we were informed we had missed the flight. Kiwi arranged a new flight for us the following day and covered our stay at a hotel in Singapore. Our return flight is scheduled for Feb 8, with my booking number being [redacted] and Melissa's [redacted]. We have a tight one-hour layover between our flights from Hong Kong to Vancouver. Requesting assistance with issuing our boarding passes could greatly aid in our timely transfer. Our route is from Cathay Pacific to Air Canada, and we will not have checked luggage.

I am looking to get a refund for my Xiamen Air flight due to the effects of the Coronavirus. Xiamen Air has waived penalties for flights affected by the virus since February. However, because I booked my flight through Kiwi.com, I need to request the refund through them. When I tried to initiate the refund process, it indicated that I would only receive 10 euros back instead of the full amount. It has been challenging to find a contact number to reach your company for assistance. I am hoping for a prompt response on how I can proceed with the refund process, taking into account the Coronavirus-related waivers of penalties. My travel is scheduled in a few days, so I would appreciate swift assistance.

Dear Kiwi Team, I want to address an issue regarding my cancelled flight. While I received a partial refund of [redacted].21 CNY, I am still owed the remaining amount as I have paid [redacted].98 CNY in total. The booking number from my ticket is [redacted]72. Unfortunately, I have been struggling to reach your customer service for assistance. Please resolve this matter and provide the full refund as soon as possible. Thank you, Sven

Hello, I purchased two tickets from your website yesterday for [redacted]€. I received booking confirmation [redacted]62 for the flight from Bucharest to Athens with TAROM departing at 4:30 pm. However, upon arrival at the airport, I was informed that only one ticket was purchased, leading me to buy an additional ticket for 96€. I am seeking clarification on what occurred and a refund for the extra ticket. This situation caused significant inconvenience and stress due to an error on your end. I await your response.

I am looking to book a flight from Flores, Guatemala, departing at 7:32 am, with layovers in Guatemala City, Fort Lauderdale, and Paris CDG, before reaching Munich, Germany, on May 14th, [redacted]. I would like to know if I will need to claim and recheck my luggage at each stop or if it will be transferred automatically between flights. Last year, I experienced the inconvenience of being booked on a non-existent flight from Santa Marta, Colombia, to Miami. It was quite stressful. I hope to avoid a similar situation this time. If such a situation arises, I would appreciate having a contact number for assistance. At the moment, I am unable to locate one, which makes me hesitant to proceed with booking through Kiwi without the option to speak with someone directly.

My son, Spencer H., made a reservation on February 2 for flights from England to Germany. He paid for the ticket through PayPal. Unfortunately, he received a notification that PayPal refunded his payment. As a result, he bought another ticket using my Visa card. However, he recently discovered that PayPal did not actually refund the initial ticket, meaning he unintentionally paid for two tickets. I am reaching out to request a reimbursement of $[redacted].63 CAD to my Visa account. I go by Leila H. and can be reached at [redacted]

I have a confirmation number ZGSU5E from Kiwi.com. I mistakenly purchased a checked bag for my grandson on the return flight from Detroit to Orlando for $39.00 with Frontier Airlines. I then bought a checked bag for the Orlando to Detroit flight for $55.77. I noticed a package deal for around $87.00; can you confirm this? How can I receive the credit for the price difference? Thank you for any assistance with this matter.