Kiwi.com Customer Service Issues

I purchased tickets on 28/06/20 for 78 euros. I received an email notifying me of an Airline Price Change. The carrier increased the price to [redacted].6 euros. I was given the option to pay the difference or receive a refund for the original amount. I selected the refund but have not received it yet and am unable to contact them. I would appreciate assistance.

I would like to request assistance with my cancelled flight from Chennai to Sofia via Dubai on March 21. Following the airline's policy, I am eligible for a refund due to both flights missed during the pandemic. Despite following the refund process on your website by paying an additional 20 euros, I am still awaiting updates regarding my refund status. My reservation number is [redacted]48 and ticket number is [redacted][redacted]. The airlines involved are Emirates flight EK543 from Chennai to Dubai and Wizzair flight W64430 from Dubai to Sofia. Could you please provide me with information on when I can expect to receive the refund and if you have contacted the airlines regarding this matter? Thank you for your help.

Dear Sir/Madam, I wanted to inform you that my flight from London to Islamabad was canceled. KIWI provided an alternative flight but deducted the full amount of [redacted] pounds without compensating for the previously paid [redacted] pounds. I have included the e-ticket in this email. Additionally, when I contacted your customer service number, it indicated that the date of birth does not match. You can reach me at [redacted][redacted]. Kiwi.com booking number: [redacted]05 Regards, H.A.

Good afternoon, I hope you are doing well. I am reaching out to inquire about the steps to reschedule my flight which was impacted by the Covid-19 situation. I am currently waiting for an email with instructions from your end as I have not received any responses so far. Thank you and I look forward to your feedback. Sincerely, Erick Lucero.

I have reserved 2 flights through kiwi.com under one booking. The first flight is from Dublin (IRE) to Luton (UK) with Ryanair, and the second flight is from Luton (UK) to Reykjavik (ISL) with Wizzair. Due to a significant delay of over 6 hours in the first flight, I will miss the second flight. Kiwi.com has provided two refund options: 1. Free Assisted Refund: Kiwi.com will contact the carrier on my behalf to secure a refund based on the carrier's policies. The estimated refund time is up to 3 months. 2. Instant refund from Kiwi.com: I can select this option for an immediate refund in Kiwi.com Credit if the refundable amount is minimal according to the carrier's policy. I am facing difficulty as I only want to cancel and refund the Dublin to Luton flight while keeping the Luton to Reykjavik flight. Unfortunately, this partial cancelation option is not available. When trying to reach customer service, I was informed due to a high volume of calls, priority is given to customers with upcoming departure dates. I urgently need to cancel the Ryanair flight to secure a refund. I would appreciate speaking to a representative to discuss the cancelation of only part of my booking, not the entire reservation.

Hello, my name is Illia Yakovlev. I had booked a flight from Denpasar to Kyiv through Kiwi.com (Turkish Airlines), which was canceled a week ago. I have been unsuccessful in reaching their support team via the provided phone numbers on their website. Considering the situation, I am now trying to contact Turkish Airlines, hoping they will assist me since I have heard positive things about their customer service. Reading numerous negative reviews about Kiwi.com has made me regret not checking them before purchasing the ticket. Unfortunately, the prospect of spending another $[redacted] on a new ticket due to the cancellation is challenging during these difficult times with the impact of the coronavirus. I appreciate any assistance you can provide in resolving this matter promptly. Thank you for your attention. Sincerely, Illia Yakovlev

Dear Sir or Madam, I am writing to address the flight package purchased on July 9th. We bought 2 flights from Cologne to Vienna, 2 flights from Vienna to Porto, and 2 flights from Porto to Cologne. Unfortunately, one of the flights was canceled, and the alternative options provided were significantly more expensive and involved an overnight stay in Vienna. After reviewing your email, my travel partner Timo Strobel and I have decided not to proceed with any of the offered alternatives. We kindly request a refund of the full amount of [redacted] Euros we paid for the entire flight package. Your prompt attention to this matter and expedited refund process would be greatly appreciated. Thank you in advance. Alaitz de la Cruz Apaolaza

Subject: Request for Refund for Cancelled Trip Dear Sir/Madam, I had a trip booked with your company from Glasgow to Amman on 18th June [redacted], which was unfortunately cancelled due to COVID-19. The trip included connecting flights. I am seeking a full refund as per the Consumer Rights Act [redacted]. If a full refund is not provided, I will escalate this matter to the ombudsman. The lack of transparency regarding the refund process has made it challenging for me to trust and navigate the compensation procedure as a customer. This experience has been disappointing, particularly during these uncertain times. I anticipate a prompt response since my previous attempts to contact your company have gone unanswered. Thank you for your attention to this matter. Regards, Jennifer Kelly

Sehr geehrte Damen und Herren, Wir warten immer noch auf die Rückerstattung für unsere stornierten Flüge am 04. April und 13. April mit der Buchungsnummer [redacted] [redacted] [redacted]. Nachdem wir die Bearbeitungsgebühr von 20 € bezahlt haben, teilten Sie uns Anfang April mit, dass die Rückerstattung innerhalb von 3 Monaten erfolgen würde. Diese Frist ist bereits abgelaufen. Wir bitten dringend um die Rückerstattung, andernfalls müssen wir rechtliche Schritte in Betracht ziehen. Mit freundlichen Grüßen, Peter Weiß

I am seeking assistance to modify the return flight details for my companion Iryna Minai and Vadym Dekhtiar. The booking was made through Kiwi.com with booking number [redacted]04. The current return flight from Zaporozhye, Ukraine to London, UK on August 19th includes a long layover in Dortmund due to a schedule change. Iryna wishes to reduce the layover time from over 9 hours to approximately 3 hours by potentially changing the route, possibly through Kyiv instead of Dortmund. However, she has encountered difficulty making this adjustment on the Kiwi.com website. Your guidance on the best resolution for this situation would be greatly appreciated.

Good morning, I'm seeking confirmation of my flight details under booking reference [redacted]93. The flights I've arranged through your website are as follows: 1. London to Catania on August 21st 2. Malta to Dublin on September 1st 3. Dublin to London on September 1st I recently learned that the Malta to Dublin flight has been rescheduled to September 2nd, affecting our onward journey to London. To remedy this, I chose an alternative flight on kiwi.com and made an additional payment of £59.54 to revert to our original September 1st flight. Shortly after securing the new flight, I received a message prompting me to check my flight details again, indicating another rescheduling and a required minimum additional payment of £70+ for a different flight. Despite numerous attempts to reach you by phone, I have been unable to resolve this issue promptly. Urgent action is recommended on your website. Kind regards, JH

My girlfriend A.P. and I have a flight booked from Mykonos to Chania-Crete with one stop in Athens on August 19th. Our booking number is [redacted] [redacted] [redacted]. Initially, there was a 7-hour layover in Athens, which was acceptable. However, we received emails saying both flights were canceled and rescheduled. This resulted in over 17 hours of waiting time in Athens. Upon arrival in Athens at 20:50, the flight to Chania is scheduled for 14:25 on the 20th with Ryanair. I am questioning why we weren't placed on the later Ryanair flight on the 19th at 23:00 to avoid such a long wait in Athens. Sincerely, M.K.

Virgin has no record of your refund request for your flight, despite you requesting it in April [redacted]. If you booked through a third party, you need to check with them as they would handle the refund process. Due to the impact of COVID-19, refunds are experiencing delays with wait times up to [redacted] days. It's important to contact your travel agent to confirm if they have requested the refund and to inquire about the timeline. Unfortunately, Virgin cannot provide more specific details on this matter. Thank you.

Recently, I discovered that one of the flights on my round trip itinerary from Guadalajara to Belgrade was canceled. I reached out to KIWI.COM to request that only the affected flight be canceled, allowing me to still take the unaffected portions of the trip to see my fiancé. Although initially assured there would be no problem, I later found out that all flights were canceled by the agency, leaving me without a way to get from Guadalajara to Belgrade. Despite numerous attempts to contact KIWI.COM via messenger with no response, I am determined to take my original flight that has not been canceled. My reservation number is [redacted]30. I kindly ask for assistance in resolving this issue and restoring my flight. Your help in getting my flight reinstated is greatly appreciated.

Booking reference: [redacted]65 I am dissatisfied with the voucher offer of £49.98 for a booking I paid £[redacted] for. I insist on a full cash refund as the flight was canceled. I have been patient and expect a proper resolution. Kiwi should assist me in obtaining a refund from the airline. I request a formal complaint to be initiated and urge you to address this matter promptly. Sincerely, [Initials]

Booking Number: [redacted] [redacted] [redacted] I am disappointed with the voucher offer of £49.98 I received instead of a full refund of £[redacted] for the canceled flights. After waiting for months, I expect a cash refund due to the airline's cancellation. I demand a formal complaint to be lodged with Kiwi to secure the full refund from the carrier. Please escalate this matter with the airline on my behalf. I am not accepting the voucher and insist on a cash refund. Booking Number: [redacted] [redacted] [redacted]

Hello, I have been waiting for over four months for my refund. My flights were canceled due to the coronavirus back in April. I reached out to the airlines, and to my surprise, I received refunds from two airlines. Norwegian Air refunded $[redacted] on June 22nd, and I am awaiting the refund from Spirit Airlines. However, Kiwi has not refunded me anything yet. I am grateful for the refunds from the other airlines, but I am puzzled as to why Kiwi is taking so long. My booking number was [redacted], which was for flights from Tampa to Boston, Boston to London, and London to Poznan, Poland for four people. I paid over $[redacted] for the tickets and believe I am entitled to a refund, especially since the other airlines have processed it. I hope Kiwi can expedite my refund. Thank you. Sincerely, A.K.

I bought two one-way flights from VTE Laos to Seattle WA, but Kiwi informed me days later that the flight was canceled. They offered me another flight or a refund. I chose the refund and received $[redacted].00 in Kiwi credit, despite spending almost $2,[redacted] on the tickets. I am frustrated that I am not eligible for a full cash refund. I have been unable to reach a customer service representative to address this issue. I believe this situation is unfair, and receiving only Kiwi credit is not acceptable to me. I would have been willing to accept at least half of my money back. I intend to share my experience to warn others and consider boycotting Kiwi for future travel arrangements.

Dear Customer Service, I am writing to share a recent travel mishap that caused significant stress and inconvenience. I booked a flight through Kiwi from Miami to Newcastle with layovers in Lisbon and Faro. Upon arriving at Miami airport, prior to departure, I was informed by TAP Portugal staff that I could not proceed with my ticket due to the two layovers in Portugal. I was given the choice to miss the flight or purchase a new ticket from Lisbon to London, costing an additional $[redacted]. This unexpected expense not only disrupted my travel plans but also caused me to miss a family event. I am seeking a refund or credit for the initial flight and the additional ticket purchased on the spot. I believe there was a lack of transparency regarding the layover restrictions and COVID-19 test requirements. I hope to see a resolution to this matter and continue using your services in the future. Thank you for your attention to this issue. Sincerely, R. Wilde

Subject: Regarding Booking [redacted]14: Your Carrier Voucher I recently reached out to your customer support team regarding the email I received about my booking voucher. I was informed that the email address is no longer valid, which contradicts the communication I had with you just yesterday. I am facing difficulties using the vouchers due to my daughter's disability. As per European law, the carrier should provide monetary refunds, especially in such circumstances. I had to cancel our flight because of my daughter's condition, and we are uncertain about our future travel plans considering her health. I urge you to reconsider my situation, as the current vouchers are not transferable, and I fear we may not be able to utilize them. Please liaise with the airline once more to address this unique challenge. Your prompt attention to this matter would be greatly appreciated. Thank you for your cooperation. Best Regards, Yvonne J.