Kiwi.com Customer Service Issues

Hello! I made a reservation for April 10th and paid for a Standard ticket, which allowed me to change the flight. Recently, I decided to switch to a different date without any additional cost. The change was confirmed immediately. However, I received an email today stating that the changed flight is no longer available, and I am being asked to pay more to make the adjustment. Initially, I was offered a direct flight with Iberia to Barcelona and a connecting flight with WIZZ from Barcelona to Budapest, both under the same booking. Now, I am being told I have to pay €[redacted] more for a different itinerary with three connecting flights on another airline. I am confused as to why the change was initially confirmed for free on your website, but now I am being asked to pay more. I feel that my customer rights are not being respected and the situation seems misleading. I would appreciate a prompt explanation and hope we can find a satisfactory resolution. Please get in touch with me as soon as possible. Thank you.

Subject: Disputed Charge for Booking Number [redacted]21 Dear Customer Service, I am writing to dispute the charge by KIWI for £[redacted].13 for my booking. Due to the cancellation of my flight from Spain to Porto to London on 17 March, and the closure of the border between Portugal and Spain, I was unable to use the service. Kiwi.com's website did not recognize my booking number when I tried to obtain a refund. I was forced to book a new flight with Easyjet from AGP to Gatwick on 18 March [redacted]. Therefore, I am requesting a full refund of £[redacted].13 in accordance with the Credit Card Act 75. I have reached out to my credit card company to dispute the charge as Kiwi needs to provide me with the refund. Please refrain from processing the payment to KIWI as I pursue this matter further. You can contact me at [redacted]-[redacted] for any updates or clarifications. Thank you for your attention to this matter. Sincerely, M. Ford & R. Roberts CC: Ryanair Email Support

Dear Team, I recently inquired about a flight refund, but I realize now that you are not associated with kiwi.com. Please disregard my previous message. Can you still offer any assistance or direct me to kiwi.com? I am looking to contact get.human as indicated on the website. We booked a flight from Bangkok through Hong Kong to Frankfurt with kiwi.com yesterday. Shortly after, we received an update from our airline, indicating that we may not be able to proceed with this flight. I have already submitted a refund request through the kiwi.com website, urgently seeking the refund to book an alternative flight home. This is a pressing issue, given our current situation in Thailand. We are looking for guidance on what steps to take next. Thank you for your support in advance. Best regards, S. W.

Hola, Soy Francisca Gallardo Correa, tengo 18 años y soy chilena. Actualmente me encuentro en los Estados Unidos participando en un voluntariado. Debido a la pandemia, mi viaje a África se retrasó. Recientemente, recibí un correo informándome que LAN canceló un tramo de mi vuelo. Me preocupa que Kiwi o LAN me estén cobrando cada día más por cambiar mi vuelo, lo cual considero injusto. Todas las opciones de vuelo que me ofrecen incluyen un tramo con LAN, por lo que temo que cancelen nuevamente y tenga que volver a pagar. No tengo los fondos para adquirir otro billete, especialmente por la cantidad que se me indica. Solicito ayuda urgente, ya que mi permiso para estar en Estados Unidos vence pronto y no tengo una visa, solo una ESTA que expira el 25 de abril. Agradezco cualquier asistencia que Kiwi pueda brindarme en esta situación. Espero su pronta respuesta.

I recently booked 2 tickets from Spokane (GEG) to Bangkok (BKK) with booking number [redacted]03 for a flight on Wednesday, April 01. However, I realized I needed a fit-to-fly certificate, so I wanted to change my trip. I purchased economy tickets with insurance, and Kiwi's website indicated I could change the ticket for free. When I attempted to change my flight, I was surprised to receive an email stating I needed to pay $[redacted].66. As an exchange student trying to return home, this amount is not feasible for me. If the change is not free, I would like to keep my original flight. Urgent assistance in this matter would be greatly appreciated. Thank you.

Hello, I am writing to you regarding the flight I purchased from Bodrum to Riga through your app, Kiwi.Com, totaling [redacted].46 euros, including a separate baggage fee of 60.01 euros. Currently, you have only offered me a refund of 24.49 euros. I would like to address the adequacy of this refund and request a full refund for the separate baggage fee. Additionally, I am questioning the refund amount for the flight cost and the 20 euro fee for assistance, which seems insensitive given the current global situation. Bodrum airport is closed, and all flights from Turkey are canceled, an update that is missing from your app and email communication. The refund options do not include the cost of the ticket from Bodrum. I look forward to your prompt response. Regards, R.P.

Dear Sirs, I want to address the issue of our cancelled flights due to the coronavirus. Firstly, I want to express my dissatisfaction with the options provided to us in response: 1. The credit note offered is for £[redacted].38, a partial sum of the £1,[redacted].26 we paid. This falls short of fair and reasonable customer service standards during this pandemic. 2. The option for a refund includes an admin fee and uncertain outcomes, which is unacceptable considering the circumstances. 3. The suggestion to reschedule or find alternative flights is unrealistic and insensitive, especially given the current lockdown situation and health risks involved. I refer back to the Kiwi guarantee and point out that other airlines, like Ryanair, have refunded their customers in full. I demand a full refund without any unjust admin fees, as failing to do so will result in legal action due to consumer rights violations. I expect a prompt response to address these concerns urgently.

I have a booking number, [redacted]. I am a permanent resident of Canada. Originally, I booked a ticket from Bangalore to Seychelles for May 4th to May 8th. However, I received an update that my flight on May 4th was cancelled and rescheduled to depart on the 6th. I am not able to travel on this new date, so I requested a refund. I paid approximately [redacted] Euros for my tickets, but the refund amount offered is only [redacted] Euros. I am confused about the significant deductions made. Air Seychelles stated on their website that they would provide a full refund or credit for future use. I am disappointed by the lack of transparency and the low refund amount compared to what I paid. Unfortunately, contacting the company by phone or any other means has been challenging. As a reputable company, such poor customer service is unexpected. I hope to receive a Kiwi credit coupon for the full amount of [redacted] Euros, as this situation is unfair to customers like me.

I have a booking with the number [redacted]2 under the name Nanda K. with a birth date of April 5, [redacted]. I am a permanent resident of Canada. Originally, I booked a ticket from Bangalore to Seychelles for May 4th to May 8th. However, due to flight cancellations related to Covid-19, the booking was rescheduled, which I am unable to accommodate. I have requested a refund, but the amount offered ([redacted] Euros) seems significantly less than the [redacted] Euros I paid for the ticket. Air Seychelles has mentioned on their website that they are providing a complete refund or a credit option. I am confused about the deduction charges and the low refund amount. Given the current situation with lockdowns in India and Canada, I am seeking clarity on the refund process. I would appreciate assistance in either getting a full refund or a credit voucher for the entire [redacted] Euros for future travel. Thank you.

During the global pandemic, we urgently needed to bring our granddaughter back from Sydney to London Heathrow after facing two canceled flights. Despite the challenges of booking during such a time, we managed to secure a flight for her on 3/4/20 through Kiwi.com since the British Airways flights were selling out rapidly. Our granddaughter found an earlier flight departing on 28/3 due to the lockdown situation and was able to board it. The ticket purchased from Kiwi.com was a Fully Refundable Worldwide Travel premium ticket with insurance included. However, we have been unsuccessful in contacting Kiwi.com for assistance and have since reached out to British Airways for support, and they have been accommodating and informative. Seeking a full refund is crucial for us, as our top priority was ensuring our granddaughter's safety and well-being throughout this challenging situation. Sincerely, Aurora Fairbank. Flight T6M36 D

I am concerned about the impact of the coronavirus on my upcoming trip. Due to potential border closures, I would like to adjust my reservation dates while keeping the same routes, even if it incurs additional costs. My email address associated with the account is [redacted] The reservation numbers I wish to modify are as follows: Lyon to Medina (reservation number [redacted]63) and Jeddah to Lyon (reservation number [redacted]56). For the Lyon to Medina reservation, I would like to change the departure to October 17 at 1:20 am with a flight number PC [redacted], priced at [redacted] euros with a layover in Istanbul. For the Jeddah to Lyon reservation, I would like to change the departure to October 24 at 2:30 am with a flight number PC [redacted], priced at [redacted] euros with a layover in Istanbul. I appreciate your assistance during this uncertain time. Sincerely, Mohamed Tayeb TOUMI

Hello, as confirmed: Due to the coronavirus and the closure of the border of the country I am traveling to, I would like to modify my reservation dates while keeping the same itinerary for a maximum fee of 60€ (considering that flight prices are lower than those in my current reservation). The solution you provided was to change my tickets to flexible tickets so that I can simply pay the price difference for my future trip modifications. Here are the details linked to my account on your site: Email address: [redacted] Name: Mohamed Tayeb TOUMI (Date of Birth: 31/01/[redacted]) Here are the reservation numbers for the two bookings I made on your site and wish to modify: LYON - MEDINA: [redacted]63 (outbound) JEDDAH - LYON: [redacted]56 (return) For reservation number [redacted]63 (LYON - MEDINA), I would like to change my booking dates to the following flight: departure from Lyon to Medina on October 17 at 1:20 (flight number: PC [redacted]) priced at [redacted] euros with a layover in Istanbul. For reservation number [redacted]56 (JEDDAH - LYON), I would like to change my booking dates to the following flight: departure from Jeddah to Lyon on October 24 at 2:30 (flight number: PC [redacted]) priced at [redacted] euros with a layover in Istanbul. Thank you for your prompt response, I am quite concerned. Best regards

I arranged my flights through kiwi.com to return to Australia, where I reside with my partner and job. I traveled to New Zealand to bid farewell to my ailing Grandfather, and unfortunately, we couldn't hold a proper funeral for him. I faced a distressing situation at the airport gate as I was denied boarding due to conflicting information. Initially, I was told by Air New Zealand that Australia's home affairs restricted my travel. However, upon contacting home affairs, I was informed that I had all necessary documents for the journey. Subsequently, Air New Zealand claimed I was marked as a no-show, which was inaccurate. Additionally, they mentioned that someone had placed my tickets on hold, which was also untrue. This back and forth has resulted in financial losses for me. Although the airline provided me with credit, I am seeking further assistance given my circumstances. I hope for a resolution to this issue promptly.

I made a reservation through KIWI for a flight on 16.03.[redacted] from Bologna to Lisbon, which was split into two legs: Bologna to Bordeaux and Bordeaux to Lisbon (Reservation Number: [redacted] [redacted] [redacted]). Due to the Coronavirus situation, flights to and from Italy were suspended, restricting movement within the country starting from March 14. I received a refund for the Bologna to Bordeaux leg, but when I contacted KIWI, they informed me that the Bordeaux to Lisbon flight was still scheduled. Given the travel restrictions in Bologna, I am unable to reach Bordeaux for the connecting flight. I am requesting a refund for the Bordeaux to Lisbon flight and have not received a refund for the additional luggage on the Bologna to Bordeaux leg.

Subject: Disappointing Experience with Recent Flight Booking at Kiwi.com Dear Sir/Madam, I am writing to address my recent disappointing experience regarding my airfare booking made through your company at Kiwi.com. In addition to the airfare, I also purchased travel insurance. Following multiple flight delays and eventual cancellation, I made numerous calls to your company seeking assistance to reach my destination promptly. Unfortunately, I was only advised to wait at Skopje airport, leaving me stranded for several days. Despite explaining the urgency to reach my final destination during these prolonged calls, I was disheartened by the lack of support or solutions provided by your company, ultimately leading me to purchase a new ticket independently. I trust in the service of Kiwi.com, especially as a returning customer, and I believe better support should have been offered in such circumstances. The overall ordeal caused immense mental stress, anxiety, and financial strain. I am requesting full reimbursement for the costs incurred during the phone calls with your company, additional hotel expenses, and the purchased alternative ticket due to the failure to assist as expected, despite being insured. Expenses: - Original ticket from Skopje to Porto via Barcelona on December 16, [redacted] (attached) was canceled. - New tickets bought to Porto on December 17, leading to arrival on December 18 at the cost of [redacted] EURO. - Additional costs: - Taxi back to Skopje airport on December 17: 25€ - Hotel costs for missed days in Porto: [redacted]€ Despite my efforts to explain the situation to your customer service team, the lack of assistance was greatly disappointing. I am seeking full reimbursement of the second ticket ([redacted] EURO) and other expenses incurred due to the flight cancellation. Thank you for your attention to this matter. Sincerely, E. DUSHKU

In October [redacted], I accidentally purchased 2 tickets with the same details for the same person, using the code QDU2TZ. Immediately, I sent an email to the airline to cancel one ticket with the code BGHIHN and requested a refund to the original card ending in [redacted]. The airline mentioned they would refund the money, but to this day, I have not received it. After contacting them again, they claimed the money was refunded to card number [redacted] instead of [redacted] which was used via KIWI. Despite sending numerous emails for assistance, I have not received any response. I am in urgent need of the refund, or I will have to escalate this matter to the relevant authorities.

I made a flight booking on 22 March while in Goa. Due to flight cancellations and health issues, I had to urgently book a flight. Subsequently, a special flight to Italy was available on 2 April. Despite Kiwi charging me £[redacted].06 on the assumption the flight was canceled, I was able to secure a seat. As I did not receive any flight details or invoices due to email issues, I am now requesting a full refund. I booked the flight under the name John Walton. My email address is [redacted]

I have a flight scheduled for 11.04.[redacted] from Oslo to Helsinki with layovers in Amsterdam and Paris. I've successfully changed the KLM flight from Oslo to Paris but need assistance changing the Finnair flight from Paris to Helsinki. The airlines have different email addresses, so I can't receive notifications. If you could modify the Paris to Helsinki flight to 10.04.[redacted], It would greatly help. Also, if KLM sent a confirmation for my flight change, please forward it to me as I haven't received it yet. Thank you for your help. Looking forward to your response. Email: [redacted]

Hello, I have three flights booked to Los Angeles via Kiwi.com. Along with the flights, I purchased travel insurance, including cancellation coverage from AXA through the Kiwi.com website. Given the current situation, I am looking to request a refund. I am unsure how to initiate this process. Could you please advise on how I can contact AXA to begin filing a cancellation claim? Since I have insurance, I believe this would be the appropriate channel to process the refund. Thank you. -Yoshiko W.

Hello, I used Kiwi.com to book a flight that is scheduled to depart soon. I also need to reach the city where the flight will depart from in 3 days. The airline included in my booking is Austria Airlines. I recently learned that Austria Airlines announced they will not be flying until 03.05. I am concerned if I paid for a flight that was never intended to operate or if my flight will still take off. My booking number is [redacted]98.