Kiwi.com Customer Service Issues

Booking Cancellation Request: Due to the ongoing outbreak of Covid-19 in China, the Taiwan Tourism Bureau has restricted travel to China. I kindly request the cancellation of my booking #[redacted]7 for a flight from Shanghai to Nanning City, China. Despite attempting to contact your office via email and phone without success, I managed to reach out to SPRING AIRLINES SHANGHAI CS team at +86 [redacted], and they have agreed to process a full refund for the flight. They have requested that your office handle the refund, so please get in touch with SPRING AIRLINES SHANGHAI CS team at +86 [redacted] to facilitate the [redacted]% refund to my original credit card. Your prompt attention to this matter would be greatly appreciated. Thank you.

I recently booked a ticket through the Kiwi website and received a confirmation email. However, upon reaching the check-in counter, I was informed that my name was not in their system, causing me to miss my flight. Despite my attempts to contact Kiwi for assistance, I received no response and was left stranded at the airport for a day due to the current situation in China. It has been 10 days since the incident, and I have yet to receive a refund. I urge for a swift resolution as I need to book another flight promptly. Thank you for investigating this matter with the airlines and rectifying the situation. Flight Number: [redacted]83 Passenger Name: N. Y. F. Salih Trip: Tianjin to Phuket Phone Number: [redacted]

Dear Kiwi Team, I need help canceling my flight. I am having trouble logging into the Help Center with my account [redacted] to view my booking or access the e-ticket. I have a copy of the booking, but I can't reach you. The booking number is [redacted]88. The flight departs on February 27 from Ikaria, Greece, via Jeddah, Saudi Arabia, to Mauritius, arriving on February 29. Since the flight was booked by a friend who I can't reach, I am stuck. You can reach me at +[redacted]64. Thank you in advance for your help. Best regards, Diana H.

I need help canceling my flight. I am unable to log into the help center using my email for some reason, and I can't access my booking or retrieve the e-ticket. Even though I have a printout of the booking, I am stuck. Since the flight was booked by a friend who is currently unreachable on their own trip, I am at a loss for what to do next. Nothing is working—neither the customer service, help center, nor the phone numbers. I have no idea what else to try. Thank you in advance for your assistance. Best regards.

On February 19, [redacted], a charge of $[redacted] USD appeared on my credit card for a ticket from LAX to Melbourne, Australia departing on February 20, [redacted]. I did not authorize this transaction. Despite a notification email being sent to an incorrect email address, [redacted], I can confirm that my correct email address is [redacted] This mistaken email address adds to my concern over the unauthorized transaction. I am seeking an immediate refund to the credit card ending in [redacted]. I have been attempting to locate contact information without success. Now, I am addressing this issue here as a last resort. I want the transaction reversed promptly as I did not consent to it. My efforts to resolve this with Kayak.com have redirected me to your company. I anticipate a swift response; otherwise, I will escalate this matter to the WESTPAC Banking Corporation and pursue further actions to rectify this situation.

Hello, I am based in Montreal, Canada and had made a reservation for a flight from Milan to Montreal with booking reference number [redacted] [redacted] [redacted]. After following the news and consulting with the Canadian Government regarding the coronavirus outbreak, I have decided not to travel to Italy. My priority is to safeguard my health and prevent any risk of exposing my family to the virus. I am aware of the usual policy regarding refunds and changes at Kiwi, but given the circumstances, I kindly request a full refund for my booking. Alternatively, if feasible for your team, I am currently in Zagreb, Croatia on March 4th and have not yet arranged my return flight to Montreal. I would be open to switching my itinerary to a flight from Zagreb to Montreal instead. I appreciate your understanding of the challenging situation. Best regards, Joe Menhem.

My name is Zoljargal Bayasgalan, and I made a ticket booking on your website. Upon arriving at CDG airport in Paris, I was not allowed to board my flight to Manchester and Reykjavik as I was told I needed a visa for transit. I verified with the British embassy beforehand that a visa was not required. Unfortunately, I faced mistreatment from a woman at the gate and had to buy a [redacted] euros ticket to proceed with my journey to Washington DC. This experience was distressing and shocking for me. Despite my efforts to reach easyJet for a refund, they declined. I am seeking reimbursement for the ticket and expenses incurred. I have attached the ticket and receipt for reference. Thank you, Zoljargal Bayasgalan

This has been the worst experience in my 17 years of flying. Initially, Kiwi showed me two different tickets for a Doha to Tunis itinerary with Royal Morocco for the outbound and Qatar Airways for the return flight. After booking two tickets for my wife and me, Kiwi sent a confirmation for the Royal Morocco flight, only to shock me with an email stating price changes with Qatar Airways, demanding over [redacted] euros more or offering a refund for the return flight only. I find myself at a loss of over [redacted] euros due to this situation. The lack of support, communication, and transparency from Kiwi is appalling. I am determined to take legal action against this company and will expose their practices. My booking numbers are [redacted] [redacted] [redacted] and [redacted] [redacted] [redacted]. I am requesting a full refund for all the tickets. I eagerly await your confirmation.

I made a reservation on January 9 via the Skyscanner search engine for a flight from Orlando to Cucuta, Colombia on March 11 through Spirit Airlines with reservation number [redacted]6. The ticket is for Mrs. O.P.A. Zerpa, my mother, but the e-ticket shows O.C. Angarita as the passenger. This discrepancy is due to the credit card being under the name of Beatriz C. Angarita, which caused the system to use the cardholder's last name as the passenger's last name. I contacted [redacted] days ago but have yet to receive a response. I need to update the passenger details to avoid issues at the airport and would appreciate a prompt resolution. I read on your website that there may be an additional charge to edit the data, but I believe it is unfair to incur this cost due to an automated error in your system.

Dear Sir or Madam, In 9 days, we are scheduled to travel from Leipzig to Omsk. We inquired with you on 06.03.[redacted] about the trip we booked in January. Due to the impact of the Coronavirus, the situation has changed significantly. While we still wish to go on the trip, the recent travel restrictions implemented by Russia (Moscow) due to the virus raise concerns about potential quarantine implications upon arrival. We want to avoid any work-related consequences resulting from this. We are uncertain if canceling the trip due to the global health situation is feasible without significant financial losses, especially since we are not accountable for these circumstances. The evolving situation adds to our apprehension. We urge you to promptly address our concerns. So far, we have not received a response to our inquiry. Given how the global health crisis has intensified, our anxiety has grown. We have reached out to the airline "Pobeda" and received information on a ticket refund service for [redacted] ₽. We seek clarification on whether a refund is possible and the applicable terms. Best regards, H. Günther

Hello, I am reaching out regarding my canceled flight (Booking Number - 97 [redacted] [redacted]) as a result of the coronavirus outbreak. On February 8, I submitted a refund request through Kiwi.com. The confirmation email from Kiwi.com indicated that they would inform me of the outcome within 30 days. Unfortunately, I have not received any updates as of yet. I kindly request expedited processing of my refund application. The airline informed me that Kiwi.com is responsible for handling the refund and returning the funds to my account.

Hello, there was an issue with the purchasing process for a flight from SGN to BKK on the website. Despite receiving a notification from the website that the transaction was canceled, I proceeded with the purchase again, and it went through successfully the second time. However, I was charged twice for the amount of [redacted]€ from my Parents' bank account. According to German law, only one transaction should be valid. I kindly request a refund of one of the charges. The booking numbers are [redacted]07 and [redacted]00. Your prompt attention to this matter is appreciated. Thank you for your assistance in resolving this matter. Best regards.

I booked a flight to Italy with "saver tickets," but due to the quarantine in Italy and the alert in Costa Rica for the coronavirus, I am concerned. I would like to switch to a standard ticket that allows me to change my flight without losing my money. My flight is scheduled for March 17th, with booking number [redacted]00. Please contact me as soon as possible. Thank you, Teresa O.

Hello, I encountered some issues while trying to purchase flight tickets to Mexico through Aeromexico about three weeks ago. Despite facing website glitches, I persisted in booking with them. However, after switching to a different website due to the technical problems, I discovered later on that Aeromexico had been charging me for each attempted purchase, resulting in multiple charges. When I contacted Aeromexico for a refund, I was informed that they could only refund tickets bought through Kiwi, not the ones I purchased directly. I emphasized that I want to keep my reservation and ensure that it remains active, regardless of Aeromexico's refund policies. Ticket number: [redacted][redacted] Thank you, M. Bonin

Greetings, I am Valerio Marco from Palermo. I need to travel to Hamburg and I purchased two flights through your website, kiwi.com. The flight was with Alitalia AZ [redacted] on March 31 departing at 6:30 from Palermo to Linate for a connection to Hamburg. Now, you have rescheduled the flight to 7:00 pm which doesn't work for me, leaving me with an open flight from Linate to Hamburg. I would appreciate it if you could either get me to Linate earlier or refund both tickets, not just one. I await your response. Thank you very much for your assistance and sorry for the inconvenience.

On February 15, I booked a multi-destination flight, with booking number [redacted], departing on March 21. My flights include stops in France, Belarus, Austria, Israel, and a connection in the UK. I also plan to visit Brno, Czech Republic, and North Italy, specifically Padova and Trieste. This trip is work-related as I am a scientist collaborating with colleagues in these countries. Unfortunately, due to the coronavirus outbreak in Europe, my university, Texas A&M University, USA, has suspended all international travel for staff members until May. This means I am unable to proceed with my trip. I had purchased a saver ticket, which only allows for a €10 refund. Given the circumstances of the force majeure event, I believe a reasonable refund should be considered. The total cost of my ticket was just under $[redacted]. I kindly request your assistance with this matter. Sincerely, I.Z.

I attempted to book a flight with Kiwi.com on March 4th from Santa Marta, Colombia to Medellin. After completing the payment, the website indicated success, and I closed my MacBook. However, I have not received any emails regarding my booking. Checking my Barclaycard statement confirmed the deduction of £90.32 for the transaction with Kiwi.com. Upon trying to access my Kiwi account, I found no record of the booking. Contacting Kiwi was not possible without a booking number, which was never provided to me. Concerned about the lack of resolution, I proceeded to book a flight through another agent. I am seeking a refund for the unconfirmed booking. Thank you. - Haydn G.

Hello Kiwi Team, I am inquiring about an email I sent on March 8, [redacted] regarding my recent experience with your services. My name is Hui Yun Jien Chang, and my booking number is [redacted] [redacted] [redacted]. I wanted to bring to your attention the inconvenience caused by the incorrect changes to my flight. On February 24, [redacted], I booked a round trip flight from TPE to MNL via Cebu Pacific on your website. Subsequently, on March 4, [redacted], I received notice of my flight being rescheduled. After a lengthy international call with Cebu Pacific on March 5, I managed to update my flight details despite the confusion caused by the changes. Unfortunately, a misunderstanding led to my flight being rebooked to the wrong airport, requiring me to rush and rebook last minute, causing additional stress and expenses. As my departure date of March 15, [redacted] approaches, I kindly request that the necessary corrections be made for my return flight to avoid further inconveniences. I also seek compensation for the incurred costs due to these unexpected changes which affected my travel plans. You can contact me via email at [redacted] or phone at [redacted]. Looking forward to your prompt assistance, Hui Yun Jien Chang (Roxy)

Subject: Flight Cancellation and Refund Request Dear [redacted], I am writing to request the cancellation of my flight from Dubai to Mumbai scheduled for March 12th, [redacted], due to the recent COVID-19 outbreak in Mumbai and the global pandemic declared by the World Health Organization. Unfortunately, I was unable to process this request through your customer service line as it was within 72 hours of the flight. The timing of the WHO's pandemic declaration and India's announcement of not accepting foreign tourists did not allow me to comply with the requirements within the stipulated timeframe. I am choosing not to board the flight due to the health risks associated with COVID-19 and its potential contribution to the spread of the virus. I kindly request a full refund and ask to be exempt from any cancellation or processing fees under these exceptional circumstances. Please inform me if there are any additional details required to proceed with this request. Sincerely, [Initials]

I have submitted a refund request for my ticket booking number [redacted]11 due to the US travel ban from the Schengen zone. The original ticket was for my return from Mexico to Europe with a layover in the US. I managed to secure a ticket from Brussels to Mexico and back without transiting through the US on your website (booking number [redacted] [redacted] [redacted]) as flights were filling up quickly. Can the cost of the new ticket be adjusted using the refund from the previous one? Thank you.