Kiwi.com Customer Service Issues

Dear Kiwi.com Service Team, I recently booked a flight from Lima (LIM) to Frankfurt (FRA) with layovers in FLL, BOS, and LIS through Kiwi.com. Due to the impact of the corona virus, I was unable to board the initial flight from LIM to FLL as I had only been out of the Schengen Area for 13 days. This prevented me from taking subsequent flights. I rebooked the flight to FLL, which was also canceled. My Kiwi booking number is [redacted]74. The flight numbers were as follows: LIM - FLL -> B61824 (JetBlue Airways), FLL - BOS -> B6870 (JetBlue Airways), BOS - LIS -> TP218 (TAP Portugal), LIS - FRA -> TP578 (TAP Portugal). The rebooked flight to FLL had the number #[redacted]. Given the circumstances, I kindly request a refund for the ticket price. I would appreciate guidance on the next steps to proceed. Thank you for your prompt assistance. Sincerely, Emelie Kalinke

Subject: Issues with Booking and Flights Dear Kiwi Team, I am writing to address an issue regarding a flight booking made through your website that my companion, Antonia Maria Olbrich, and I were unable to use due to the current travel restrictions related to the COVID-19 pandemic. In our search for the soonest available flights back home, we booked a multi-leg journey from Saigon to Singapore, Singapore to Dubai, Dubai to London, and London to Berlin via your platform. Despite double-checking with your hotline regarding our ability to travel through multiple countries without any visa requirements or issues during these challenging times, we were assured with incorrect information that led to us being unable to check in for any of our flights. This resulted in us being stranded in Vietnam. I am disappointed in the misinformation provided by your staff and the lack of assistance when we needed it the most, especially after paying for your emergency hotline service. As a result, I am requesting a full refund for our tickets. Please feel free to reach out if you require additional details. Thank you for your attention to this matter. Sincerely, Robin Streckies

Hello, I purchased a ticket for a flight on 3/20/[redacted] from Heathrow to Athens via Budapest. Despite arriving early at 4:30 a.m., I was informed around 5 a.m. that my flight had been canceled, which caused me significant inconvenience and financial loss. I kindly request a refund for the canceled flight. My booking number is [redacted] [redacted] [redacted], and my name is GEORGIOS BALOMENOS. Thank you.

Hello, I have purchased a flight from Mandalay to Vienna with Kiwi, my booking number is [redacted]74. The flight details are as follows: Name: Iveta Cervenkova 26th March [redacted] flight numbers: TG2310 and QR833 Due to restrictions related to the coronavirus, I am unable to travel from Myanmar - Bangkok - Doha - Vienna as I cannot obtain a medical certificate confirming my status as coronavirus-free in Myanmar. I am inquiring about the possibility of rebooking my flight for an alternative route, such as Yangon - Doha - Vienna. Kindly check and inform me if this is feasible. Your assistance is greatly appreciated. Thank you very much. Best Regards, Ivet Hello, I have already submitted a request to cancel flight [redacted]74 on your website; however, the request has not been processed yet. Given new information, I would like to retain my flight if possible as it now appears that I may be able to travel via Bangkok despite the coronavirus restrictions. Could you please "cancel my cancellation" so that I can keep my ticket? I would greatly appreciate it. Thank you for your prompt response. Best Regards, Ivet

Subject: Urgent Assistance Needed Regarding Cancelled Flights Dear Kiwi.com, I received boarding information for a flight that was cancelled, flight TK721. Despite multiple attempts to contact Kiwi, I did not receive the necessary assistance. The itinerary included flights that were useless due to the cancellation of TK721, and I did not receive the PNR number needed to change my Spicejet reservation. Despite exhaustive efforts, I was unable to cancel the reservation as neither Kiwi nor Spicejet responded to calls. Turkish Airlines cancelled the flights, and I am seeking a refund for TK721 and TK1. I require the refund desk phone numbers for Turkish Airlines to proceed. While the Southwest flight was successfully changed, Kiwi's lack of support during this crisis has been disheartening. I urgently need the contact information for Turkish Airlines' refunds department to progress with my refund. The situation was exacerbated by the impending airport closure in India, yet Kiwi's assistance was lacking. I ask for immediate action and the necessary contact details to resolve this matter promptly. Thank you, Kennette D. Mother of D.L.

Subject: Urgent Issue with Flight Itinerary Dear Kiwi.com, I recently received boarding information for a flight (TK721) that was cancelled by Turkish Airlines. Despite numerous attempts to contact Kiwi.com for assistance, I was unable to cancel the associated flights. The provided booking number for Spicejet Airlines ([redacted]-[redacted]-[redacted]) was insufficient as a PNR number was required for cancellation, which was not provided. Neither Kiwi.com nor Spicejet Airlines were reachable by phone, leading to a failed cancellation. The lack of updates on cancellations is concerning, as Turkish Airlines had already cancelled the relevant flights (TK721 and TK1). I now urgently require the refund desk phone numbers for Turkish Airlines to address this issue promptly. The Southwest Airlines reservation change has been managed, but overall, Kiwi.com's assistance has been unsatisfactory during this crisis. Kindly provide the necessary contact information for Turkish Airlines' refund department without further delay. Thank you, Kennette D.

Hello! My booking reference is [redacted]27 for a trip from Auckland, New Zealand to Norway. I recently found out that there are specific requirements for entering Thailand that were not mentioned on your website. A friend got stuck there and needed a doctor's document which was not indicated by you. This caused my 48-hour refund window to expire, and now I can't return home to my family. It is concerning that important details about Thailand were not provided on your platform, leading to travelers like me facing unexpected issues. There was a lack of information regarding medical documents and requirements for entering Thailand which impacted my travel plans and caused me financial stress. I am requesting a full refund for my trip due to the failure to advise on the necessary documents for entry into Thailand. Despite attempting to contact you before the 48-hour deadline, I received no assistance over the phone. This situation has made me worried not just for myself, but for other travelers as well. It is crucial to improve the communication and information provided to customers to avoid such issues in the future. Best regards, Birk L.

Hello, my name is Anila. I recently booked a flight for my partner, Abdesalah Bouhidel, from Algeria to London. However, despite waiting since 13:41, I have not yet received a confirmation email. I used the email [redacted] for the booking, but my partner hasn't received any communication either. The flight is scheduled for April 3rd, [redacted], and the payment has already been deducted from my account. This is urgent as my partner is in Algeria, and I need to ensure he can board the flight. For further correspondence, you can reach me at [redacted] The passenger's details are as follows: Abdesalah Bouhidel, email: [redacted] Your prompt response is greatly appreciated. Thank you.

Hello, my name is Baudilio de Jesús Arroyave Gil. I purchased two tickets through Kiwi for a total of [redacted].52 Euros, one for myself and one for my wife, Luz Stella Camelo Parra, both with payment made using a Visa Credit Card. The first ticket from New York to Tampa, PNR: HSRCKK, was successfully rescheduled with JetBlue. However, we are encountering issues with the second ticket from Tampa to New York booked through Kiwi.com for April 6, [redacted], on Spirit Airlines flight NK922. Our reservation number provided by Kiwi via email is WED69J, but when attempting to enter it on Spirit Airlines' website, it is not valid. We kindly request the correct reservation number promptly or a refund to the same credit card used for payment. Please reach me at [redacted] for further communication. We look forward to your prompt assistance, considering Kiwi's reputation for quick resolutions. Thank you.

Dear Kiwi.com team, I would like to address the cancellation of my order number [redacted] [redacted] [redacted]. The reason given for the cancellation was due to coronavirus concerns, but this is inaccurate. The flights I booked with Nordwind Airlines in Russia, specifically flight N4541 departing on 17.06.[redacted] at 00:10 and flight N4542 departing on 24.06.[redacted] at 07:50, were not canceled by the airline. On your website, I was offered a partial refund of [redacted].22 Russian rubles or 10% of the ticket value. I am requesting a full refund of [redacted].44 Russian rubles or the provision of the e-tickets and a new itinerary receipt for the unaffected flights. Failure to comply may lead to legal action. Other flight booking platforms have refunded the full amount amid the pandemic. I have previously received a full refund for a flight to Italy without issue. I trust that this matter will be resolved promptly to maintain a positive customer experience. I request a full refund or the issuance of new e-tickets within 24 hours without additional charges. I appreciate your attention to this matter and hope to continue using your service without similar complications. Thank you for your cooperation. Sincerely, Olesia M.

Hello. I purchased flight tickets on the Kiwi.com website. Reservation number: [redacted]22 Passenger name record (PNR): TPRALW. I have contacted customer service with the following message: "Hello, my dear friends! You canceled order no. [redacted]22, citing the coronavirus crisis, however, this is inaccurate. The flights with Nordwind Airlines from Moscow to Omsk on 17.06.[redacted] and the return flight on 24.06.[redacted] have not been canceled. I request a full refund of [redacted].44 Russian rubles or new e-tickets for these flights. Failure to comply may result in legal action. I have experienced no such issues with other ticketing websites. Please uphold your reputation by resolving this promptly. Sincerely, Olesya Moroz." I appreciate any assistance as this is my first time dealing with such a situation. Thank you.

When I arrived at Auckland Airport for my trip to Singapore, I was not allowed to board due to changed entry requirements. Please cancel my flight from Singapore to London Heathrow for a refund on airport taxes. I appreciate an update on this matter. Thank you. Basic Package - Saver Ticket Booking Number: [redacted] Passenger: John Barry Bush Contact: +[redacted]40 Email: [redacted] Itinerary: - Auckland to Singapore - Singapore to London Heathrow Please note Kiwi.com is not responsible for visa issues resulting in denied boarding or entry at any destination. Feel free to manage your booking through our platform for changes or additional services. Thank you for using Kiwi.com.

I have a flight booked from Nagoya to Bucharest on April 1st with the itinerary Nagoya-Hong Kong-Doha-Nice-Bucharest. The booking reference is [redacted]64. I recently found out that the Nice to Bucharest leg was canceled. I've been trying to reach the airline, Qatar Airlines, but they are not helpful. I can't manage my booking online or make any changes. I would like to change my trip to Nagoya-Hong Kong-Doha-Bucharest on April 1st. Please assist me! Thank you!

Dear Team, I am reaching out about my flight booking through Kiwi.com for a trip from San Diego to Kauai. My booking number is Redacted and my name is Roberta Nagy. I have been attempting to contact Kiwi at 1 [redacted] for several days, but after long hold times and being disconnected twice, I decided to reach out via email. Due to concerns around COVID-19 and severe weather alerts in Kauai, the resort I had booked with canceled my reservation, making my trip impossible. Despite this, my flight has not been canceled, and I am seeking assistance in obtaining a refund. I have faced challenges trying to resolve this over the phone and would appreciate guidance on how to proceed. Thank you for your help in addressing this matter. Sincerely, Roberta Nagy.

I will be returning home on March 31st from Los Angeles International Airport (LAX) in California. During my journey, I have an 8-hour layover in Paris. The booking number for my trip is [redacted]85. I manage asthma and carry two inhalers, making me concerned about the risk of contracting COVID-19 due to my respiratory condition. I am seeking a more direct flight back, ideally to Dublin or an airport with a shorter layover to minimize potential exposure. Thank you for addressing this important issue promptly.

I recently received an email from you regarding the cancellation of my flights due to the coronavirus situation, with reference number [redacted]89. I tried to respond via email but found it was a no-reply address, so I'm reaching out here with my concerns. Hello, I appreciate the update on the cancellation of my flights scheduled for April 15, [redacted]. I am currently in Madrid and complying with the local regulations due to the virus outbreak. I've also learned that my return flights to Newcastle via London on March 28, [redacted], have been canceled, although Opodo has not officially informed me yet. Given the uncertainties, I am unable to rely on alternative return options at the moment. I am evaluating the options provided in your email, but before I proceed, I have a concern. I received a refund offer of just over £12 for a flight that originally cost £56. If it were my decision to cancel, I would have accepted the loss, but as the cancellation was beyond my control, I am puzzled by the partial refund amount. Could you clarify the reasoning behind this reimbursement? Will Ryanair operate the flight on the scheduled day? I do not anticipate any costs for them in this case. I understand the unprecedented circumstances, but I find the current approach concerning. I hope for a prompt response from your end. Sincerely, Len Arneil

Dear Mr. Dlouhý, I wanted to thank you for your email. I am concerned that due to COVID-19, my wife and I may not be able to take our flights from Munich to Bogota on May 3, [redacted] (flight number AV 55, E-Ticket number [redacted][redacted] and [redacted][redacted]) and the return flight from Bogota to Munich on May 21, [redacted] (flight number AV 54, PNR K 98ENE). Given the current entry regulations of Colombia, I believe it will not be possible to proceed with the flights. Therefore, I would like to cancel our bookings and avail of the option you mentioned in your email dated March 3, [redacted], of an Assisted Refund service for a fee of €20. Please process any refunds to my credit card ending in [redacted], totaling €1,[redacted].00 (MasterCard ending in [redacted]). Kindly confirm if this email is sufficient for the refund process and provide guidance on the next steps. Best regards, Friedrich and Martha Funk

Dear Kiwi.com Team, Due to Covid-19, my trip from Santiago del Compostela to Frankfurt on April 15, [redacted], is not feasible. I am unable to find a contact number on your website, so I am reaching out for prompt assistance. Based on previous experiences, I am aware that Ryanair provides full refunds for tickets, and I am requesting the same. Alternatively, I would also accept a full credit and the option to reschedule for a flexible date. I am asking for more flexibility and understanding, considering the current circumstances. Receiving a refund of only 17.66 is unacceptable and unfair. I look forward to a quick response and possibly information on a customer hotline. Best regards, Elefterios Michael Margaritis

Due to the sudden change in the carrier's schedule and the pre-declaration by the Moroccan government regarding the operation of domestic and international flights due to the increasing coronavirus threat, myself and 3 others have had to cancel our reservation. The refund offered by you is significantly less than what I paid and does not seem fair under the circumstances. Additionally, since the route from Rabat to Paris was not confirmed at the time of cancellation, it is unreasonable to charge a cancellation fee. I kindly request a more reasonable resolution and prompt response to my concern. Our Reservation No is [redacted] [redacted] [redacted]. Thank you for your attention to this matter. Best regards, J.H.Cho

I reached out to Kiwi about my booking with the reference number [redacted]. I purchased tickets for my stepson to return to Canada, but Turkish Airlines canceled all flights to Canada without notifying us or Kiwi. Despite Kiwi's policy to inform customers of any COVID-related itinerary changes, we were left unaware. When I finally reached Kiwi after a 4-hour and 6-minute wait, I was unable to reschedule the trip due to time constraints. I requested a prompt refund to my credit card due to the urgent situation, and despite attempting to reschedule, I ended up booking another flight for five weeks later due to the delay. Turkish Airlines rerouted my stepson back to Sofia, raising concerns about their practices and Kiwi's oversight. I anticipate a swift refund considering the circumstances and lack of grounds for Turkish Airlines to reject the refund request. I appreciate your prompt attention to this matter and confirmation of receipt. Thank you. James M.