Kiwi.com Customer Service Issues

I hope everyone is well and safe, My name is Wing Ming Chu, and I had a booking with Emirates Airline, e-ticket from Hong Kong to Turkey for two passengers, with booking number 98 [redacted] [redacted], made on January 6, [redacted], for a departure date of June 22, [redacted]. I received confirmation of my cancellation and refund on April 10, [redacted]. I mistakenly confirmed my refund this morning through the 'manage my booking' link without considering the options available for handling my ticket due to the impact of Covid-19. I overlooked the payment amount options and accidentally confirmed the refund. I apologize for any confusion caused by my error.

My initial flight was rescheduled, resulting in a 17-hour layover in Mexico City, contrary to the shorter layover I paid a premium for. The flight in question was AM [redacted] on March 30, [redacted], from Manzanillo to Mexico City. This change not only cost me significantly but also posed health risks with the prolonged layover amid the Covid-19 outbreak. To add to the inconvenience, Aeromexico was unable to provide confirmation for my connection, forcing me to wait at the airport until check-in opened at 2:30 am. I am seeking a partial refund for these flight adjustments.

Hello, I am Wing Ming Chu, my booking number is [redacted] for 2 passengers traveling from Hong Kong to Turkey with Emirates Airline. I made this booking on 6th January [redacted] for a departure date of 22nd June [redacted]. Today, on 10th April [redacted], I confirmed the cancellation and refund. I wanted to mention that this morning I mistakenly confirmed my refund through the 'manage my booking' link without carefully considering the options available due to the impact of Covid-19. The link allowed me to choose from 3 options, and I unintentionally confirmed the refund without reviewing the payment amount details. I apologize for any confusion caused.

I had a return flight booked in Vietnam through Kiwi with reference [redacted]1 for April 1st, returning on April 5th. The internal flights in the country got canceled due to the coronavirus. I booked three other flights with Vietjet Air, who will provide credit refunds. Kiwi, who booked the flight with Vietjet, claims they cannot offer me a refund. Last Minute, whom I booked a flight from Cambodia to Vietnam with, will give me a voucher refund. I'm puzzled as to why Kiwi is reluctant to pass on refunds from the airlines to customers like me and why they are hard to reach. They lack an email service and keep customers on hold on the phone. I am hoping for a refund, whether in cash or credit.

I have a booking with kiwi.com to travel from Da Nang, Vietnam, to Melbourne, Australia, with layovers in Singapore and Denpasar. Due to COVID-19 restrictions, I cannot enter Singapore or Denpasar for my connecting flights. One of my flights was already canceled by the carrier. I've been attempting to contact kiwi.com for days but can only reach them for flights within 3 days. Email support is also unavailable to me. I'm in a difficult situation as I can't complete my journey due to layovers in countries I cannot enter. I believe I deserve a full refund, but the lack of communication is making it impossible. Flying to Singapore on 17/4 is not an option as I cannot enter the country.

I received a message from Aegean Airlines regarding a changeable multi-trip flight until 16/04/[redacted]. The whole trip was booked for a now-canceled event, but if travel restrictions are lifted, I still wish to take the trip. Due to booked accommodations, altering the trip is impossible. I need to enforce the Kiwi.com Guarantee for the entire trip. The text message offers to change the flight and provides details for rebooking. I am eager for a prompt response before the deadline, or I may have to involve Trading Standards and the Ombudsman. Your urgent attention to this matter is appreciated. Thank you, M. Raspin

I have made multiple attempts to reach out regarding my flight from Osaka to Cairns scheduled for May 11, [redacted]. This marks my third effort to communicate with you, and I am growing more frustrated. All Jetstar flights have been canceled due to the Coronavirus pandemic, an unforeseeable event. I kindly request that you provide me with a flight voucher for future use, similar to what other airlines have offered. The current refund amount presented to me under your cancellation policy is inadequate. My booking number is [redacted]1. Thank you. - Barry Comiskey

I had flights booked from Vienna to London on April 16, [redacted], returning on April 25, [redacted], which were cancelled. I am facing issues with contacting the airline for a refund as the system does not recognize my booking number. The booking number in question is [redacted] [redacted] [redacted]. British Airways has mentioned they have already refunded the amount to the credit card that was used for the booking. I kindly request a refund of €[redacted].56 to the original credit card. Unfortunately, I am unable to reach your customer service via phone due to the system not recognizing the booking number.

I purchased a Lufthansa ticket through KIWI (E-ticket [redacted][redacted]) that I am unable to use due to transit restrictions. I requested a refund on April 1, but I have not received a response yet. I bought the ticket one day before the departure date and was denied transit in Bangkok, as indicated in the notice attached. This led me to buy a last-minute ticket to Seoul ICN at a much higher price. I am seeking a full refund from you as the ticket you sold me turned out to be unusable. Kindly process the refund promptly as this mistake was not on my part. Thank you for your attention to this matter.

Due to the Coronavirus outbreak, my Paris-Montreal (scheduled for Saturday, May 30, [redacted]) and Montreal-Paris (scheduled for Saturday, June 6, [redacted]) flights have been canceled. I paid €[redacted].30 for these tickets. Your proposed solutions are as follows: an immediate refund of €69.46 (20% of the total cost), a refund process that aims to obtain the highest amount within 3 months, or for €20 to expedite the maximum refund within 6 weeks. None of these options are suitable for me, and the lack of a cancellation option is unacceptable. I am aware that AirTransat (the airline for both flights) offers a 24-month credit, and I request the same. Please respond promptly to address my concerns. Thank you. Paul Guinard

Dear Sir, Greetings, I am writing to address the matter regarding the booking number [redacted]63 and flight number Airswift Flight [redacted] from El Nido to Manila on April 25, [redacted]. Unfortunately, the flight was cancelled, and upon claiming the refund, I realized that only 20% of the total amount was refunded. We originally paid £[redacted].47, but only received £[redacted].69 (proof of refund attached). Due to the ongoing Covid-19 situation, could you kindly proceed with refunding the remaining amount of £[redacted].78? We were not initially given the option for a full refund, and since the flight was cancelled by the airline, we will not be using it. I am available for a call to discuss this matter further and prevent any further confusion. Thank you and best regards.

Reservation Number: [redacted] [redacted] [redacted] Hello, We made a reservation with your services on January 24 for a trip to IBIZA totaling €[redacted].08. We have received notification from you that one of our flights has been canceled. Could you confirm if the others will be affected as well? I need guidance in selecting the refund option, as it seems final once chosen. If I opt for refund 2 (Instant refund from Kiwi.com), could you provide a certificate stating the non-refund status of the other flights for insurance purposes? Thank you in advance for your assistance. Best regards N. VERDIER +[redacted]5 [redacted] V. BELLE +33 [redacted]73 [redacted]

Hello, I am writing regarding my cancelled flight from London to Seoul scheduled for 02.04.[redacted] due to the coronavirus situation. I contacted customer service twice before the cancellation to change my booking but was told it was not possible. When I requested a refund, I was only offered an assisted refund for a portion of the amount or the option to pay for a priority booking. Following the advice on the website, I waited until 16th of April to request a refund directly with the airline, which unfortunately did not materialize. The current option provided is a free assisted refund, but it states I may not receive a full refund due to cancelling after the flight date, which contradicts the information previously given. My booking reference is #[redacted] [redacted] [redacted], and I am seeking clarification on obtaining a full refund as no service was provided for my payment. Looking forward to your prompt response. Best regards, Paris

Hello, Today, I purchased a flight ticket from Bucharest to Lulea, Sweden, with a layover in Stockholm that requires transfers between Skavsta Airport and Arlanda Airport (Booking No. [redacted]44). The short time gap of 4 hours and 25 minutes between flights does not allow me enough time to comfortably make the connection. Considering possible time needed for immigration, luggage retrieval, transfer between airports, and check-in for the second flight, the total required time exceeds the layover time significantly. I kindly request a full refund for this ticket as the itinerary sold does not feasibly allow for a smooth transition between the flights. This is beyond a regular refund request due to an issue of misrepresentation of the travel itinerary. Thank you, Loredana E.

Hello, On 24.4, I booked a one-way flight from Vienna to Berlin Tegel via Frankfurt with Lufthansa through kiwi.com online. During a call with Lufthansa, they mentioned a return flight was booked, which I did not arrange, and I did not receive a booking confirmation or e-ticket from kiwi.com. Also, kiwi.com charged my account double the amount for these flights?! I need to speak to a representative promptly. I do not wish to pay twice for a service Lufthansa offers for [redacted] less. There seems to be an error in your system. My booking number is [redacted]92 and my phone number is [redacted]. Urgent assistance is requested.

I purchased a ticket for a flight from KUL to PVG with a layover in SIN. Upon trying to check in for the KUL-SIN flight, I was informed that self-transfers were not allowed due to COVID-19 restrictions. Subsequently, I cancelled the flight and requested a refund. However, I later received an automated email from kiwi.com denying my refund request since it was within 48 hours of departure. I was unable to email them without a premium account. Though I found a phone number to contact them, it was not in my country and instructed to call only if traveling within the next 3 days. I wish to inquire about obtaining a refund based on being denied boarding rather than self-cancellation.

Hello, I wanted to mention that we have a flight scheduled with Virgin that we reserved through your service for April 27th from Boston to London. Regrettably, this flight has been canceled. Virgin has assured me that they will arrange for the passenger to board the next feasible flight. However, I'm puzzled why I'm being provided with details of costly alternative flights when Virgin is handling the rebooking. They have ensured that my son will be accommodated on a future flight when he decides to depart the US. We understand the original flight is canceled, and we will rebook with Virgin once they have availability on the Boston to London route. Our booking with Kiwi.com is under reference number [redacted]96, reservation number PNR DE48ZX. Should there be any issues with this process or if Virgin does not acknowledge this arrangement because we made the booking through your service, please provide guidance. Thank you.

Good morning, I am reaching out via email as it is impossible to file a claim before the scheduled flight date. In my case, flight [redacted] [redacted] [redacted] was purchased on April 28th with the flight scheduled for May 15th. Here is the detailed itinerary associated with the booking: 1. San Jose (Costa Rica) - Zurich (Switzerland) flight => Cancelled 2. Zurich (Switzerland) - Faro (Portugal) flight 3. Bus from Faro (Portugal) to Seville (Spain) The reason for the cancellation is due to COVID-19. Your website outlines two options for cancellations: full refund of the ticket price or an alternative flight once flights are rescheduled. Thank you in advance for your attention. Best regards, Aridani Barrera Rodriguez

Hello, I booked a ticket from Bangkok to Melbourne for a flight on April 3, [redacted]. When I arrived at the airport in Bangkok, Asia Airlines was shut down due to the pandemic. I would like to inquire about getting a refund or credit for this situation. Additionally, I had a ticket from Manila to Legaspi, but due to the shutdown in the Philippines on March 18, [redacted], I couldn't take the flight. I appreciate any assistance you can provide to resolve these matters. Thank you. Gabor Szabo

Good afternoon, I hope you are doing well during this challenging time. I bought tickets for a flight from Ubon Ratchathani to London Heathrow. However, upon reaching Bangkok, I was unable to check in for my connecting flight because the airlines were not affiliated according to the explanation provided. I had to abandon all connecting flights and buy a new ticket for ₤[redacted].00. I would be grateful if someone could respond via email to further discuss this issue and arrange for a credit or refund. Thank you, and I look forward to your prompt reply. Kell