Kiwi.com Customer Service Issues

As a SCAD student, I was recently informed that all classes will move online due to the pandemic. I need to fly home, but I can't due to needing to transport my car and dorm items. My mom has to join to drive back for safety reasons. Can I change, get a voucher, or a refund for my upcoming flight (Booking number:[redacted] [redacted] [redacted]) to assist with my mom's flight from Grand Rapids, MI to Savannah, GA? She plans to fly out on either tomorrow, Saturday, or Sunday. Thank you for your help.

Hello, my name is Ellie. Currently in Argentina on holiday, my husband and I, who are from Ireland, are concerned about returning home amid increasing travel restrictions due to the pandemic. We made a booking (ref: [redacted] [redacted] [redacted]) on your site for a flight from Bariloche, Argentina to Dublin, Ireland, aiming to return before border closures in Ireland. We intended to fly on Sunday, March 15, [redacted], but the email confirmation showed dates in August instead. Despite our attempts to cancel or reschedule, we faced issues online. The cancellation policy would only refund £10, and changing the dates would mean losing the over £[redacted] we paid. After waiting over an hour on hold with customer service, we are dismayed that the booking doesn't align with our intentions. Fearing being stranded in South America, we had to book another flight costing us an additional £[redacted]. We believe the date discrepancy may have been caused by your website, given the urgency of our booking. We hope for your assistance considering the extraordinary circumstances and our urgent need to return home. I plan to follow up with your customer service upon our return to Ireland. Please reach out to [redacted] for further communication. Best regards, Ellie Caballero

Regarding Reservation number [redacted] [redacted] [redacted], I purchased four tickets with Azul Airlines for [redacted],46€ for a flight from Sao Paulo to Recife on March 26th. Due to COVID-19 restrictions, I am unable to make the trip. When attempting to cancel through the website, Kiwi responded with a refund of only 10€, citing the package I purchased. Your policy states that Instant Kiwi.com Credits offer up to 70% of the trip cost, with an Assisted refund option available to recover full refundable amounts from the carriers. Given the circumstances of COVID-19 as a "force majeure," I respectfully request a full refund, willing to cover the €20 fee for assisted refunds as required. Thank you for your assistance. Sincerely, Juan J. B.

I bought a flight ticket through Kiwi.com on 4 Feb [redacted] from SJW to CCU for a journey starting on 6 Feb [redacted]. Unfortunately, my initial flight from Shijiazhuang to Ningbo was canceled, subsequently affecting my other flights to Bangkok and Kolkata. Despite informing Kiwi about the cancellation 16 hours beforehand, it was not initially acknowledged. After persistent follow-up, I was informed 10 hours before departure that the flight was canceled due to force majeure and was asked to cancel the ticket online for a refund. Although I received a refund for two legs of my journey, Kiwi refused to refund the Bangkok to Kolkata leg, claiming it was not affected by the Coronavirus outbreak. I argued that if there was no force majeure in Bangkok, it should be covered under the Kiwi Guarantee. Unfortunately, despite multiple attempts, I have not received a response from Kiwi regarding this issue. Any advice on how to secure a refund for the Bangkok to Kolkata flight would be greatly appreciated.

Hello, I am reaching out regarding two bookings made for myself and my partner. Unfortunately, the connecting flights from Manchester to Germany to Aqaba and from Aqaba to Athens to London Stanstead have been cancelled. Ryanair requires the booking references and emails used for changes, which may be different from what we provided due to booking through a third party. I have attached the necessary information for your review and would appreciate a prompt response for flight changes with Ryanair. Alternatively, a full refund would be preferred. The booking was made on 22/02/20 with the card ending in [redacted], debited on 23/02/20 but showing as 24/02/20. Attached are all relevant documents. I look forward to your swift reply. Best regards.

Dear Customer Service, I am writing to report an issue with a flight booking made by my boss, Liraz S., through your company for a trip to Paris from March 2nd to March 6th, 20. Upon attempting to check in for the flight on Thursday night, we were surprised to discover that the flight had been canceled, without any clear explanation provided. Our attempts to reach out to Air France were unsuccessful, with the only response received coming after I messaged them on Facebook, indicating that the flight had been rescheduled through Zurich. Unfortunately, we only received this information on Friday morning, leading to last-minute alterations in travel plans that resulted in my boss having to take a flight to SF. Air France suggested contacting your company for a resolution since the ticket was purchased through your site. We kindly request guidance on processing a refund for the ticket to Israel with the following details: PNR WQ7T4B Booking Number: [redacted]34 E-ticket Number: [redacted][redacted] Thank you for your attention to this matter.

I have been reading the articles about the impact of the current situation on my travel plans on kiwi.com. My trip to Norway has been significantly affected by the border restrictions set by the country, making it impossible for me to complete the check-in process as required. Despite my efforts to contact kiwi.com via email, I have received no response regarding my concerns. My booking reference is [redacted]02, and I urgently seek a resolution to this issue. Your prompt attention to this matter would be greatly appreciated. Thank you.

Dear Sir/Madam, I am Iuliana Vizan, and I purchased two plane tickets on January 24, [redacted], for a conference in Warsaw for May 1-3, [redacted], which has been canceled due to Covid-19. The organizers have shared updates stating the conference has been postponed to May 1-3, [redacted]. I am now seeking a refund for the tickets due to the circumstances beyond my control. I can provide you with the necessary documents, including the invoice and the plane ticket details. Kindly let me know if more information is needed. Thank you, Iuliana Vizan ---Original Email excerpts provided for reference--- From: EAAS2020 <[redacted]> Date: Tue, Mar 10, [redacted] at 11:33 PM Subject: EAAS [redacted] conference - postponed From: EAAS2020 <[redacted]> Date: Mon, Mar 16, [redacted] at 1:57 AM Subject: [redacted]/[redacted] EAAS Conference - postponement information

Hello, I am reaching out because of the delays I encountered during my recent trip. Yesterday, my Frontier Airlines flight from Des Moines to Orlando was delayed, causing me to miss my connecting flights with Copa Airlines. Due to this, I had to purchase new tickets with another airline to reach my destination promptly. I am disappointed by this experience and seek compensation for the inconvenience I faced. I hope the airline can take responsibility for the missed connections and provide a refund for the missed flights. The situation was particularly challenging given the current travel restrictions due to the Coronavirus, and the additional time and expense of the unplanned ticket purchase have been quite burdensome. I would appreciate your prompt attention to this matter. Thank you.

My flight was changed and now the second half of my journey is on a different day. I was originally scheduled to fly from London, UK to Nashville, TN, USA with a connection in Austin, TX, USA. However, the airline rescheduled my flight from Austin to the day before, making it challenging for me to make my connection. I depart from London on April 7th, [redacted], arriving in Austin on the same day, but my connecting flight is now on April 6th, [redacted]. I am seeking guidance on how to manage this situation as I cannot travel back in time to catch my connecting flight on the revised date. Urgent assistance is needed as I have less than 24 hours to resolve this issue in order to avoid losing my refund and potentially missing my flight. Please contact me promptly at [redacted]. Thank you.

Dear Customer Service, I am contacting you regarding my refund request for the following booking details: - Flight Number: AF0226 - Reservation: PSQVBT - E-Ticket: [redacted][redacted] The scheduled departure for my flight from CDG was at 10:20 am today. Due to the curfew and lockdown restrictions announced by President Emmanuel Macron and the ongoing uncertainty in India, I found it impossible to proceed with my travel plans. Air France's policy indicates that refunds are provided for cancellations within 24 hours, which is in accordance with my situation amidst the unpredictability caused by the Coronavirus pandemic. I kindly request your assistance in processing my refund as per the airline's guidelines. I am eager to hear back from you regarding this matter and remain available for any further inquiries. Thank you for your attention to this issue. Best regards, Srishti Narang

I wanted to cancel my Paris-Brest flight (reservation no. [redacted]62) because I found a flight to an airport closer to my home. Also, on the Kiwi website, it stated that I had a checked bag + carry-on, but when I checked my Air France reservation, there was no checked baggage listed. I initially wanted to estimate the refund amount I could receive, but then received an email stating the refund was being processed. I didn't request a refund initially, but I'm okay with it if I get refunded! I just wanted confirmation regarding the refund and timing. Best regards.

Hello, My booking number is [redacted] [redacted] [redacted] for the basic packet. I had a flight scheduled on 19 March [redacted] from Kiev to Dammam, and a return flight on 27 March from Dammam to Kiev. I received conflicting information about the trip being canceled. On 12 March, I accidentally canceled the trip and requested support to reverse it. However, I have not received any assistance on this matter. Today, on 18/03/[redacted], I received an email stating the trip is canceled due to the Coronavirus, with a refund of only 10 percent of the price paid. I paid 22,[redacted].90 grn and Kiwi is offering only 2,[redacted] grn. I have attempted to contact support via email and call center but received no response. I kindly request a full refund of the ticket price.

I have a booking number [redacted] for a basic packet flight from Kiev to Dammam on 19/03/[redacted] and a return flight on 27/03/[redacted]. Recently, I received conflicting information regarding the cancellation of my trip due to the coronavirus outbreak. Kiwi initially said the trip was not canceled, but later I accidentally canceled the trip on 12/03/[redacted]. I have requested support to reverse the cancellation and receive a full refund rather than the 10% they offered. I paid [redacted] grn for the tickets, but Kiwi is offering only [redacted] grn for the refund. Despite reaching out to their support via email and phone, I have received no response or assistance. I am seeking Kiwi's help to rectify this situation and refund the full price of my tickets.

Dear Customer Service, I am reaching out regarding my flight booking made before the border closures affecting German citizens. I am interested in your "Instant Kiwi.com Credit" offer for up to 70% trip cost credit. I understand the challenging circumstances you are currently facing in managing flight changes and cancellations. Wishing you all the best during this crisis. Best regards, Susanne G. [redacted] E-Ticket Confirmed Known issues with boarding passes sent by email Thank you for your payment confirmation for booking number [redacted]98. Please remember to carry your E-Ticket with you on your journey. You can manage your booking through "My booking" to update information, download documents, or add services such as seat assignments or meals. Appreciate your attention to this matter. Sincerely, Susanne G.

I received an email from Ryanair today, March 18, [redacted]. My family and I cannot travel to Israel due to the Israeli government's restrictions. Our booking number is 92 [redacted] [redacted]. The email from Ryanair explains their policies align with WHO and EASA guidelines. They offer a full refund through the Refund Application Form for canceled flights and allow changes for unaffected flights until April 30. If bookings were made through an agency, contacting them for booking details is advised. Ryanair's customer service, signed by Gergo, is available for further assistance. - Mrs. Rubin

I received a notification from kiwi.com about a cancelled flight, but upon checking the airline's website, I discovered that my first flight to Seoul on April 6th was also cancelled. Despite checking with the booking number, kiwi.com did not update me on this cancellation either via email or the app. Peach Aviation's website confirms the cancellation and offers a refund. I am unsure if the refund will be issued to me directly. Given the uncertainties caused by covid-19, I am considering cancelling all my upcoming flights. I need guidance on the best course of action, especially for the flight I was alerted about. Should I opt for the assisted refund?

Subject: Flight Cancellation and Refund Request for Booking [redacted]96 Dear Sir, I am writing in regards to the cancellation of my flight from London to Copenhagen on March 21, [redacted], with flight number FR7386. The alternatives provided by your company are both inconvenient and costly. I have managed to find a more affordable and quicker option from Madrid to Copenhagen, which I believe would be a suitable alternative. As the cancellation of my original flight has resulted in additional expenses, I kindly request a refund for the Madrid to Copenhagen ticket I have purchased, totaling [redacted].84 euros. This solution would benefit both parties as it aligns with the terms and conditions stated in your policy. I would appreciate your prompt consideration of this matter and hope for a favorable resolution. Thank you in advance for your attention to this issue. Best regards, Sigrid Sand Westergaard

Dear Sir or Madam, I am writing to inform you that we are unable to fly from Germany to Japan due to the current coronavirus situation. The flight scheduled for the 27th of April [redacted] to Osaka poses a concern as all German citizens will be subject to quarantine upon arrival in Japan. Considering this, we have decided not to proceed with our travel plans, including the flight from Osaka to Tokyo on the 1st of May [redacted]. We would like to request a cancellation and a full refund for the [redacted],00€ we paid for this flight. While the refund option currently indicates a much lower amount, we are hopeful for your understanding of the circumstances surrounding our inability to connect to the flight due to the coronavirus outbreak. Our booking number is 87 [redacted] [redacted]. Thank you for your assistance in this matter. Best regards, Kristina I. & Esra E.

I am in need of guidance regarding my refund situation. After purchasing insurance from Travelex for my flight, they stated they were unable to assist me with a refund after being on hold for 45 minutes. Following this, I contacted Kiwi, the company I bought the flight tickets from. They advised me to remain on hold for 2 hours and 10 minutes, but my call lasted over 4 hours before being disconnected due to time restrictions. Feeling frustrated, I am hesitant to call again. Despite purchasing insurance at the time of ticket purchase, the Kiwi app now prompts me to pay $20 for a refund process. I seek assistance in obtaining my $[redacted] refund (out of the $[redacted] total cost) as the $28 insurance fee seems unjustified given the circumstances. Your help regarding this matter would be greatly appreciated.