Kiwi.com Customer Service Issues

Archive 37

The following are issues that customers reported to GetHuman about Kiwi.com customer service, archive #37. It includes a selection of 20 issue(s) reported May 13, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Good evening, My name is Martina B. and my partner Francesco D. and I booked several flights on your website for a trip we were supposed to take last April. Unfortunately, we fell ill and were unable to travel. Additionally, our flights were canceled due to the coronavirus, and we requested a refund. The booking numbers are [redacted]3 Osaka-Caticlan and [redacted]1 Caticlan-Rome. Our private insurance requires a document stating that we did not board the planes, the amount of airport taxes, and that no refund has been issued. I am providing my email at [redacted] and my phone number +39 [redacted]. I tried contacting you via message and phone with no success. I would need these documents as soon as possible. I await your prompt response. Best regards
Reported by GetHuman4819256 on Wednesday, May 13, 2020 8:04 PM
I am requesting an immediate refund to my credit card for £[redacted].94. I have been waiting for almost two weeks for a refund for a ticket I purchased for £[redacted].94, which was never processed by Kiwi despite charging my credit card. Here is the email I received from Kiwi.com on Tuesday, 12/05/[redacted], moments after booking: BOOKING NUMBER: [redacted] [redacted] [redacted] BOOKING STATUS: Refunded Maria Dolores Rueda Ruiz Failed — Technical Issue Unfortunately, we encountered a technical issue that prevented us from completing your order. Therefore, we will provide you with a refund of GBP [redacted].94. However, I have not yet received the refund, and my Halifax credit card statement shows the amount was debited on 14/05/[redacted]. I am expecting an immediate refund along with an explanation. Why should I have to wait up to three months for a refund? You did not have to wait that long to take the money from my account. This technical issue is on your end, yet I am incurring commission charges on my credit card due to this delay. M.D. Rueda Ruiz
Reported by GetHuman4866510 on Monday, May 25, 2020 7:50 AM
Hi, I am seeking a refund from my insurance for my Bali to London flights. The insurance company needs proof from your company that the flight was canceled. My Booking ID is [redacted]05. The initial flight from Bali to Jakarta got canceled, causing me to miss my connecting flights and book new ones from Jakarta to home. I was rebooked on a different flight out of Bali, which led to missing my connecting flights. I would appreciate your assistance with this matter. Thank you, Sophie Additional details: I requested to take another airline's flight to leave Bali sooner, but Air Asia staff informed me that was not an option. I visited the Emirates office in Bali for my next flight with them, but was advised of a five-hour wait with no available assistance. Thanks, Sophie
Reported by GetHuman4881235 on Thursday, May 28, 2020 3:26 PM
I made bookings through kiwi.com with booking number [redacted] for three flights for two passengers: 1. Peach Aviation 07:30-09:15 on Thu, 12.3. From Seoul ICN to Osaka KIX 2. Peach Aviation 10:55-13:20 on Mon, 16.3. From Osaka KIX to Okinawa Island OKA 3. Jin Air 13:30-15:50 on Fri, 20.3. From Okinawa Island OKA to Seoul ICN Total cost: [redacted].74€ One flight was canceled by Jin Air: Flight number: [redacted] Reservation number: UHZ2BP;UHZ2BP I had to cancel the other two flights myself due to not being able to leave Okinawa (from Osaka) and because of the lockdown in my home country, Italy. I have been trying to reach Kiwi via email and their website, but only received automated responses. They promised a refund of 10€ for the entire booking, which I find unacceptable and haven't received. I'm unsure what steps to take next. Best regards, Stefanie S.
Reported by GetHuman-schteffi on Friday, May 29, 2020 9:28 AM
Dear Ladies and Gentlemen, I made a booking to fly from Auckland to Amsterdam on April 28, [redacted], but I needed to change it to Christchurch to Berlin on March 23, [redacted]. I used the kiwi.com app for both bookings. When I chose the "rebook" option to change my travel, my intention was to avoid paying the full price for the second flight. Unfortunately, kiwi.com charged me for both flights, which was not my intention. Additionally, I was unable to board the second flight from Christchurch to Berlin because I was not permitted to pass through the airport by the staff. I was informed that due to transit regulations in Melbourne, I had to exit the transit area to board my connecting flight, but was not allowed to do so. Consequently, I was unable to fly on either of the booked flights. I am requesting a full refund as I could not use either flight. I hope a refund can be processed. This is the message I sent to kiwi.com.
Reported by GetHuman-lillysie on Friday, May 29, 2020 11:06 PM
Hello, I am Nabila CHERBAL from Algeria. I booked three flight tickets for myself, Farida CHERBAL, and Yasmine REKAS on Flight No: PC2025 from Antalya to Istanbul on June 8, [redacted]. Our reservation number is [redacted]4, and the PNR is K4GCG2. I am kindly requesting the cancellation of these tickets and a refund due to the closure of the Algiers International Airport and travel restrictions amidst the COVID-19 pandemic. The total amount paid was 71 €. I hope for your understanding considering the circumstances and the impact on my financial situation during this time. Thank you for your prompt attention to this matter. I look forward to your email response. Best Regards, Nabila CHERBAL
Reported by GetHuman4900778 on Tuesday, June 2, 2020 10:36 AM
I'm Tomislav Radic, and my booking number is [redacted]68. Unfortunately, my flight from Manila to Vienna on June 19th got canceled. The alternative flights provided by the airline are costly. Shouldn't the airline rebook a new flight for me at no extra charge when they notify me of a schedule change? I am eager for your prompt assistance. Also, I would appreciate details on the refund process if no alternative flight is feasible. The airline involved is Airasia. Thank you.
Reported by GetHuman4901124 on Tuesday, June 2, 2020 12:51 PM
I departed from Beirut on the 19th at 06:15, but my flight got canceled and rescheduled for the 20th at 12:20. This caused me to miss my connecting flights and stay overnight in Beirut, incurring personal expenses. I am seeking a full refund as I was not informed of the delay until much later. Despite being reachable by email, I received no communication until it was too late to adjust my plans. Due to the lack of timely information, I had to independently book a flight from Doha to Hanoi, costing me over [redacted] euros. I have provided all receipts. I am deeply dissatisfied with the service and lack of assistance, leading me to make arrangements on my own. I request a prompt response and full reimbursement for the additional expenses incurred. I reached out to Kiwi three months ago, detailing these issues, and have now been inaccurately informed that I requested the booking cancellation, which is untrue. I demand a thorough review of my case and appropriate compensation; otherwise, I will pursue legal action.
Reported by GetHuman4905528 on Wednesday, June 3, 2020 11:18 AM
Dear Sir/Madam, My name is Iratxe Esnaola Aldanondo, with ID number [redacted]4-R. Due to the discomfort caused by the lack of information on your part, I am going to relate the following events: -On 01/19/[redacted], I purchased a round-trip plane ticket to Mexico City through Kiwi.com; (value date: 01/17/[redacted]). The amount was [redacted] euros. The flight details provided were as follows: Kiwi.com booking number: [redacted]31 PNR booking number: JZ8FL Electronic ticket number: [redacted][redacted] -On 06/02/[redacted], I contacted Iberia's customer service and learned that the flight I had purchased was canceled. I had not been notified of the total cancellation of the flight by Kiwi.com, except for the following connecting flight cancellation: Canceled flight 20:25 Fri. 06/19 San Sebastian EAS Iberia Airlines 1h 20m Iberia Airlines Airline: Iberia Airlines Flight number: IB [redacted] 21:45 Fri. 06/19 Madrid MAD-On 06/02/[redacted], I contacted you and spoke to an operator named Ismael through telephone extension [redacted], who assured me he would contact Iberia to inform me about the refund conditions. However, I did not receive that call or notification. -On 06/03/[redacted], after waiting for a long time on Destinia's assistance line and requesting to speak to extension [redacted], I was redirected to another alleged extension. This call lasted 53 minutes. Due to the extended lack of attention, I hung up. -On the afternoon of 06/03/[redacted], I received an email from Destinia: Dear Iratxe, I inform you that although we are the ticket issuing channel, the platform through which you purchased it, Kiwi, manages your reservation. Therefore, you must contact them regarding this matter for assistance and information. Thank you and best regards, I require attention and a telephone response at [redacted]03 to be informed of the conditions under which the full refund of the plane ticket will be processed. Sincerely, Iratxe Esnaola Aldanondo.
Reported by GetHuman-trukituk on Thursday, June 4, 2020 10:26 AM
I want to inquire about the flights my ex-girlfriend booked through your company for me, my son, and her son. The flights were from Dublin to Bologna with one stop on April 6th, returning a week later. My details are: David Shelley, DOB 21/02/[redacted], passport number PH [redacted]. My son is Jamie Shelley, DOB 17/12/[redacted], passport number PH[redacted]. My ex-girlfriend is Michelle Radley, DOB 8/09/[redacted], no passport number provided. Her son is Logan Cooper McCann, DOB 30/07/[redacted], no passport number provided. Unfortunately, we have separated, and I don't have her contact information or the booking reference or email. I paid for all the flights and am requesting a full refund. I would appreciate a prompt response. Thank you. Kind regards, David Shelley.
Reported by GetHuman-davyshel on Monday, June 8, 2020 10:55 AM
I inadvertently signed up for a free trial on my phone that was connected to my debit card. Unfortunately, my 16-year-old daughter, unaware of the fine print, continued using the service, resulting in unexpected monthly charges. I kindly request the cancellation of this subscription and a refund for the charges made on 06/09 in the amount of $24.95 and on 05/11/[redacted]. Our account activity during those months reflects no usage, as my daughter did not realize it was a recurring subscription. I am currently facing unemployment due to the pandemic and am struggling financially. Your assistance in issuing a refund would be greatly appreciated. My details are as follows: Name - M.W., Last four digits of credit card - [redacted], Email - [redacted]
Reported by GetHuman-mindywea on Tuesday, June 9, 2020 6:41 PM
I made a booking for a one-way trip from Rhodes to Zurich to Nice for September 2, [redacted], with booking reference [redacted]37 through Kiwi.com for a Standard ticket. Unfortunately, I received a notification on June 1st that my flight from Rhodes to Zurich was canceled. I requested a 50€ refund and now I am uncertain about the status of my Zurich to Nice flight. I have been attempting to reach Kiwi.com to clarify if my second leg is still valid or if I need to rebook the entire trip. As I am currently in Nice, needing to fly to Rhodes on July 1st (using a different airline), I am eager to confirm my return by early September for work reasons. Despite sending messages to Kiwi.com, I have not received a response. Thank you for any assistance you can provide.
Reported by GetHuman4947884 on Saturday, June 13, 2020 2:23 PM
Hello, thank you for reaching out. I recently booked a flight through Kiwi.com from New Orleans to Barcelona via Boston for July 6th. Unfortunately, the flight was canceled shortly after booking and I received conflicting and unclear information regarding rescheduling or refund options. I was offered expensive alternative flights that seem to not even exist on the airline's website. I am uncertain about the best course of action to secure a refund and would appreciate any guidance you can provide. Please feel free to ask for any additional information you may need. Sincerely, M.
Reported by GetHuman4959616 on Tuesday, June 16, 2020 5:50 PM
Dear Kiwi.com Team, I was disappointed to notice that my flight from Hannover to Kilimanjaro (Booking number [redacted]51) was changed twice by you, both times citing the rescheduling of one of Ethiopian Airlines flights with the flight number ET [redacted] and ET [redacted] as the reason. An alternative was provided for the following day or 48 hours later. Upon contacting the airline, it was clear that the flight was not fully booked, and economy seats were still available. Ethiopian Airlines confirmed they could not refund the flight costs as seats were available on those flights. They will provide me with written confirmation of this. I am exercising my rights as a passenger: "In the event of cancellation and rebooking, the travel intermediary is entitled to reimbursement of expenses incurred and lost commission. In case of a new booking, there may be a new claim for cost reimbursement and commission unless the travel intermediary or service provider is responsible for the rebooking." I am aware that some organizers include clauses in their terms and conditions to be exempt from the obligation to refund in cases of force majeure. However, I want to emphasize that such a clause is invalid according to the case law of the ECJ. I kindly request a refund of both amounts invoiced (€[redacted].80 ticket price and €[redacted].38 rebooking fee for a flight that did not require rebooking). I am setting a deadline of 20 days for your response. If you fail to respond within this period, I will involve a lawyer who has assured me of being able to successfully sue you after hearing a brief description of the situation. The case is clear cut. I look forward to hearing from you soon. Best regards, Nina K.
Reported by GetHuman-ninakloc on Tuesday, June 23, 2020 7:14 PM
Subject: Refund Request for Ticket Booking Dear Sir/Madam, I hope you are well. I am writing to bring to your attention an issue we encountered with a ticket booking made from Singapore to Shenyang with a Hong Kong transit on 18th June [redacted] for one of our employees. The details are as follows: Passenger Name: Fumin Guo Kiwi Booking No: [redacted]15 Last 4 digits of the credit card used: [redacted] Regrettably, during the check-in process at Singapore Airport on 20th June [redacted], the Cathay Pacific staff at the counter refused to issue a boarding pass to our employee and denied access to the departure hall. They informed us that there was no available transit flight from Hong Kong to China. Due to this unexpected inconvenience and the unfulfilled service, we kindly request a refund for the ticket purchased through your online platform. We would appreciate it if the refund process could be initiated within seven (7) days of receiving this email. For any further clarification or details, please feel free to contact Mr. Anthony Jeya at +65 9[redacted] or via email at [redacted] Thank you for your attention to this matter. Warm regards.
Reported by GetHuman5000863 on Saturday, June 27, 2020 3:14 AM
Dear kiwi.com Customer Service, I am writing to discuss a compensation claim for a cancelled flight with the booking reference: [redacted] [redacted] [redacted]. The affected flight was VS22 with Virgin Atlantic Airways, scheduled for departure on August 14, [redacted], from Washington Dulles to London Heathrow at 18:10hrs. The cancellation led me to decide against traveling and prompted my request for a refund under EC Regulation [redacted]/[redacted]. The passengers listed on the booking were myself, Rupert McLeod, and Nancy McLeod. I am seeking a refund totaling £[redacted] for all passengers due to the cancellation. Despite not having flown due to the cancellation, I have not yet received the refund for the tickets. If this matter is not addressed satisfactorily within 14 days, I may have to consider further action, potentially involving legal proceedings. I eagerly await your response. Regards, Rupert McLeod
Reported by GetHuman-bearmc on Saturday, June 27, 2020 11:27 AM
Dear Kiwi.com, I am writing regarding our flight booking on 11th June for a trip from Vienna to Tenerife in August with booking number [redacted]18. On 21st August, we have flights VIE 7:30 – STN 8:40 (FR [redacted]) and LTN 16:20 – TFS 20:55 (W6 [redacted]). Recently, we received an email mentioning the cancellation of our VIE to STN flight, suggesting an alternative departing at 17:00, which would not synchronize with our connecting flight. Surprisingly, the original 7:30 flight was not canceled, and a €45 fee was required to switch back. Another email informed us of a rescheduled LTN – TFS flight departing a day earlier than planned. Kiwi.com offered to adjust the VIE – STN flight for an extra €45. While we understand schedule changes, the constant fees seem unfair. Is our situation unique? We could not reach your customer service for clarification and seek a resolution without incurring further expenses before our August trip. Thank you for your prompt assistance. Sincerely, Bianka Hencz-Turner
Reported by GetHuman5006760 on Monday, June 29, 2020 8:34 AM
I have a flight scheduled for July 10th from Bordeaux to CDG, continuing on to Vienna. Unfortunately, my flight to Vienna has been cancelled. The only alternative flights provided have a 15-hour layover in Paris, which is not feasible for me as today is the deadline to cancel my hotel reservation. Traveling to Paris with no connecting flight to Vienna makes my return trip from Vienna impractical. I am disappointed that I will not be able to celebrate my nephew's 30th birthday as planned. - V. G. von Roedern
Reported by GetHuman5012819 on Tuesday, June 30, 2020 2:46 PM
I am scheduled to fly from Bordeaux to CDG on Friday, 11 July at 3:00 p.m. with Air France. Unfortunately, my connecting flight to Vienna at 9:05 p.m. has been canceled. The alternative options provided online require over 15 hours of travel, which is not ideal, especially considering my age of 65 and my profession as a diplomat, where having updated travel information due to the pandemic is crucial. I would like to inquire about the possibility of flying earlier on the same day. Specifically, departing Bordeaux at 6:00 a.m. to CDG and then connecting to Vienna at 9:20 a.m., arriving at 11:20 a.m. This adjustment would allow me to attend my nephew's 30th birthday program. I kindly request a prompt response as I may need to cancel my hotel and current flight arrangements. Thank you. Verena G. Email: [redacted]
Reported by GetHuman5012819 on Wednesday, July 1, 2020 8:07 AM
I booked with reference number [redacted]25 around 9:45 am today. I received an initial email confirming my booking was being processed. It has been over 4 hours, and I have not received any further updates. When I log in to my account, it still shows "processing." I request Kiwi.com to contact me with either confirmation of my booking or cancellation information.
Reported by GetHuman5025388 on Friday, July 3, 2020 1:05 PM

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