Kiwi.com Customer Service Issues

Archive 39

The following are issues that customers reported to GetHuman about Kiwi.com customer service, archive #39. It includes a selection of 20 issue(s) reported August 16, 2020 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
Booking [redacted]14: Voucher Received from the Carrier I received the voucher for the flight I had to cancel due to my disabled daughter's health situation. Unfortunately, I am unable to use it for future flights as we are uncertain about when we can fly again. The cancellation was not related to Corona. Another issue is that I live in Düsseldorf, but the voucher is for Lisboa, which is inconvenient. I am looking to receive a monetary refund in line with European regulations. I have been in contact with the support center via email multiple times about this matter.
Reported by GetHuman-yjost on रविवार, १६ अगस्त २०२०, सुबह ५:२१ बजे
I made a reservation on your website on July 21st under booking number [redacted]65. The booking includes Jetstar Japan flight GK504 and HKexpress flight UO849. GK504 is scheduled to depart from Fukuoka Airport on August 19th at 11:40 and arrive at Narita Airport at 13:30. UO849 is supposed to depart on the same day from Narita Airport at 15:45 and arrive at Hong Kong International Airport at 19:40. Today, I received an email from HKexpress stating that my flight to Hong Kong (UO849) has been canceled due to COVID-19 in Japan. I had not received any prior updates from your website or HKexpress since my booking was confirmed on July 21st. I urgently need to return to Hong Kong as my university exchange in Japan has ended. I am requesting a refund for the cancellation of my entire booking and the inconvenience this has caused. I hope to hear back from your company promptly regarding this matter.
Reported by GetHuman5170078 on सोमवार, १७ अगस्त २०२०, सुबह ७:२८ बजे
Hello, we had to cancel our trip due to the Coronavirus and the cancellation of the LEVEL flight. Today, we filled out the online request for a free assisted refund. We have confirmation from LEVEL that they refunded KIWI.COM the full cost of the flight, which is [redacted].30 euros. We are requesting the full refund back to our credit card. Below is a copy of the email from LEVEL: From: [redacted] Sent: August 11, [redacted] 09:17 To: [redacted] Subject: Level [SR_Number: 1-[redacted]1] Dear Michel, Thank you for contacting Level. In response to your request, attached is the proof of the refund processed. Please find the details of the refund below: · Booking Reference: EIDDSK · Passenger Name(s): Michel AUDY and Line MEUNIER · Total amount refunded by LEVEL to the intermediary company: [redacted].30 euros · Refund reason: cancellation Please note that the intermediary company through which you made your purchase paid LEVEL using their corporate card. Any further inquiries regarding this booking should be directed to the intermediary company where you made your purchase. Best regards. Customer Service Level Your reference number is: [SR_Number: 1-[redacted]1] Please use this reference for any future inquiries on this case or reply to this same email. I confirm once again that we do not want a travel credit but a full refund of [redacted].30 euros. Please confirm receipt of this request, thank you. Michel Audy
Reported by GetHuman5178864 on बुधवार, १९ अगस्त २०२०, दोपहर ३:१८ बजे
To whom it may concern, I recently received an advertisement promoting the United States as a getaway destination, which included a detailed list of states and their quarantine requirements along with a map. I find this advertisement highly irresponsible. As a company, you are encouraging travel to a global hotspot during a pandemic. Despite knowing the quarantine rules, you are promoting visits to tourist spots where crowds gather. I urge you to reconsider your marketing approach. Please remove me from all your mailing lists as I believe this advertisement does more harm than good. I will not be using your services again. Thank you, T.P.
Reported by GetHuman-tatiparr on बुधवार, २६ अगस्त २०२०, शाम ७:२५ बजे
On March 8, [redacted], I used my credit card ending in [redacted] to buy round trip flight tickets for my husband and me from LAX to RAK with layovers in MAD. Our booking number is [redacted]31, and the total cost was $1,[redacted].59 from KIWI.COM. The issue started when I received an email on March 9, [redacted], from KIWI.COM, stating that the first leg of the return flight RAK-MAD was rescheduled a day earlier, resulting in a 27-hour and 40-minute layover. Being elderly, this long layover was unacceptable. Despite multiple calls to the support team, they were unhelpful, insisting I handle it online where I could only accept the change. Since then, KIWI.COM charged my account $1,[redacted].96 on May 12, [redacted]. The credit card company suggested I contact KIWI, who mentioned disputing the case, complicating matters further with canceled flights due to COVID-19. After my credit card company could not reverse the charges, they advised me to pursue a refund from KIWI directly. I also own Travel Insurance, expecting a refund. Despite numerous failed attempts since March, I aim for a refund of $1,[redacted].59 and prefer a check. Please contact my representative Tracey Piepenbrink at [redacted] or email [redacted] promptly. Alternatively, you can reach me at [redacted] Lucia D.
Reported by GetHuman5225483 on बुधवार, २ सितम्बर २०२०, रात ९:०० बजे
My name is Visan S. and I bought two airplane tickets for the Bucuresti-Amsterdam route on September 29th with return from Amsterdam to Bucuresti on October 21st. I made a mistake when entering my email address; I typed [redacted], but my correct address is [redacted] The tickets are in the names of Constantin P. and Visan S. with the departure dates as mentioned above. I kindly request if you could send the tickets and reservations to [redacted] The reservation number is [redacted]32. Thank you.
Reported by GetHuman-vsn_nico on गुरूवार, ३ सितम्बर २०२०, दोपहर ११:२१ बजे
Reservation No. [redacted]78 for L. Mingoia. We encountered several issues with our flights: 1. From Heathrow to Brindisi on 24/7/20, we were not informed of the cancellation until two days before the scheduled departure when trying to check-in. We eventually booked our own flights due to the delay in finding and confirming new flights. 2. The flight from Brindisi to Linate on 30/7/20 was changed to Brindisi to Malpensa without notification from you. We found out when contacting Alitalia directly. 3. For the Linate to Heathrow flight on 16/8/20, you informed us in advance and mentioned a refund in approximately two months, which we are waiting to receive. I have sent emails on 18//7/20 and 7/9/20 regarding a refund for the Heathrow to Brindisi flight on 24/7/20 but have not received any response yet, even after three weeks. I attempted to call today, but your system only assists with flights within three days. Please locate my emails and reservations. If there is no response, I will involve my credit card company for a chargeback on 11/9/[redacted] unless contacted by email or phone.
Reported by GetHuman-luciomin on मंगलवार, ८ सितम्बर २०२०, शाम ७:३४ बजे
Booking number: [redacted] I noticed that my flight was changed from TXL to BER without my approval. Iberia offered to refund me fully and cancel my ticket. As I did not agree to this change and do not plan to travel, I am requesting to exercise my right to cancel under Paragraph 651g Paragraph 3 Sentence 1 in conjunction with Paragraph 651h Paragraph 1 Sentence 2 of the Civil Code. I am entitled to a free cancellation and a [redacted]% reimbursement of the costs.
Reported by GetHuman-bneraal on बुधवार, ९ सितम्बर २०२०, रात १०:१३ बजे
My flights from Newcastle to Split in May of this year were canceled due to COVID-19. I officially requested a refund from Kiwi by email on 11th April, and they advised me that it could take up to 3 months to process. Five months later, I am still waiting, being told that they are still awaiting payment from the carrier. I have received refunds from EasyJet and KLM within 2 and 3 weeks, respectively, for separate bookings. Despite Kiwi's responses stating the request is resolved and waiting on the carrier's payment, I am not satisfied with the situation. What steps can I take to speed up the process?
Reported by GetHuman5248778 on गुरूवार, १० सितम्बर २०२०, सुबह ७:२७ बजे
I made a flight reservation through your agency on May 13, [redacted], for a friend, using his email but my credit card. Following day, I received an email stating the flight was canceled due to Covid-19. I cannot access his email to manage the booking, and he doesn't speak English. He mentioned requesting a refund over the phone when the flight was canceled, but it has been 4 months with no refund issued to my credit card. I have the booking number and the passenger's details. Please provide assistance. Thank you.
Reported by GetHuman-annasin on बुधवार, १६ सितम्बर २०२०, दोपहर १०:१७ बजे
Subject: Complaint Regarding Booking Process I am writing to express my dissatisfaction with your booking process. Below are the events in chronological order: • On September 8, [redacted], I booked a flight from Manila to Siargao for myself (Chrystelle Reneth Castor) using my BPI card. Booking No. [redacted]42. • Shortly after, I booked the same flight for my friend (Pattrishia Alyanna Selmo) using the same BPI card. Booking No. [redacted]59. • Both bookings were made on September 8. Pattrishia Alyanna Selmo received a confirmed booking email the same day. • On September 9, I received an email regarding an airline price change, requiring payment for my booking to proceed. On September 10, I decided to refund my payment and received confirmation from Kiwi.com that the refund was processed to my BPI card. My concerns are as follows: 1. Why was Pattrishia Alyanna Selmo's booking confirmed before mine, even though I paid for mine first? 2. Although I received a refund confirmation on September 10, I have not yet received the refunded amount in my bank account. 3. I attempted to contact Kiwi.com via their helpdesk number but received no response. To address these issues, I would like to request one of the following: 1. Cancel both bookings since they were made using the same card. 2. Proceed with both bookings at the original sale price from September 8. I have attached relevant documents for your review. I look forward to a prompt resolution. Sincerely, INTEL CASTOR Office of the President - Technical Services Group San Miguel Brewery Inc.
Reported by GetHuman-ccastor on गुरूवार, १७ सितम्बर २०२०, रात २:०६ बजे
Dear Kiwi.com Customer Service, I kindly request an urgent response to my previous email. My holiday plans are causing me stress due to the uncertainty surrounding our departure from Chania, Crete. I need confirmation that our travel arrangements are secure as I have already made the necessary bookings and payments. Your prompt assistance in this matter is much appreciated, as customer service should prioritize clarity and efficiency. I have provided my booking numbers for your reference: Booking Number: [redacted] [redacted] [redacted] Booking Number: [redacted] [redacted] [redacted] Could you please verify the status of our return tickets for two passengers: Dariusz Pacak and Anna Pacak – Janus on the direct flight from Chania, Crete to Vienna, Austria on October 2, [redacted], Flight No: FR [redacted] with Ryanair Lauda Motion? I am confused about the need for additional tickets when I have already purchased a round-trip ticket with checked and carry-on luggage included. It is essential for me to enjoy a stress-free holiday, especially since there are no COVID-19-related issues or restrictions at Chania Airport or in Crete. Your cooperation in addressing this matter promptly is greatly appreciated, and if possible, I would like to receive the boarding passes at your earliest convenience. If you require any further information, please reach out to me via email at [redacted] Thank you for your attention to this matter.
Reported by GetHuman-pacakd on रविवार, २० सितम्बर २०२०, सुबह ९:४७ बजे
I reserved four tickets from Denmark to India with booking number [redacted]54. I received an email saying the trip was canceled and providing alternative options, all requiring extra payment. I originally booked this for its affordability and convenience, but now these options don't reflect the current cheaper rates on your website. I am traveling with my two kids and cannot afford the extra 17,000kr. If I cancel, I won't receive a refund for three months, but I need the money to rebook another affordable ticket now. I've tried contacting the Denmark number with no success. I'm looking for an immediate response with alternative options close to the original price. Thank you.
Reported by GetHuman-roylijo on सोमवार, २१ सितम्बर २०२०, दोपहर १०:३९ बजे
I have booked a flight from Heraklion (Crete) to Kassel for October 24, [redacted]. My reservation number is [redacted]18, and my name is L.M. Warnecke. The flight cost [redacted] Euros, and I have already paid it via credit card. I received an email this morning stating that the airline increased the price to over [redacted] Euros. I believe this price change is not legal since the purchase contract was already finalized. I urge you to honor the agreed price of [redacted] Euros. It's concerning that my friend, who booked the same flight a day later for the same price, did not receive a similar request for additional payment. I kindly request a prompt response at [redacted][redacted] or confirmation of my booking at the original price. Let's work together to resolve this matter amicably to avoid legal action and additional costs.
Reported by GetHuman-lenawnk on सोमवार, २१ सितम्बर २०२०, दोपहर ३:५३ बजे
Hello, I have a flight booked from Heraklion (Crete) to Kassel on October 24, [redacted]. My reservation number is [redacted]18, and my name is Lena Marie Warnecke. I paid [redacted] Euros for this booking with my credit card. The booking was confirmed when I clicked "book now," constituting a sale contract under the agreed conditions. Today, I received an email stating that the airline hiked the price to over [redacted] Euros, demanding I pay the difference or risk cancellation. This price alteration is unfair as the contract was already in place. I insist on being transported for the agreed-upon price. Curiously, my friend reserved the same flight for the same price a day later and didn't receive a similar request for payment. Why is this discrepancy happening? Kindly contact me at [redacted][redacted] at your earliest convenience to resolve this matter amicably to avoid legal action and associated costs.
Reported by GetHuman-lenawnk on सोमवार, २१ सितम्बर २०२०, दोपहर ३:५८ बजे
Hello, here is the email I sent to Kiwi.com without any response from them... Can you please help me...??? : "Madam, Sir, Five months ago, we requested a refund for the Phuket/Langkawi flight Booking Number [redacted]95 on May 5, on behalf of Teresa De Las Casas and Christian Lapaire, which was canceled by Air Asia. To date, no refund has been processed, and I am concerned due to the inconvenience caused and the extra expenses incurred, which have drained our savings. The 3-month waiting period you mentioned has significantly exceeded (it's already almost 5 months...!!!!) I kindly ask you to resolve the situation and proceed with the payment promptly. I have shown great patience so far and feel quite neglected by your lack of action and communication. Looking forward to hearing from you soon. Best regards. Teresa De Las Casas" I would appreciate your guidance on how to obtain my refund.
Reported by GetHuman-ctcrite on मंगलवार, २२ सितम्बर २०२०, रात २:५० बजे
I am facing an issue due to price changes by the airline. Unfortunately, the airline has modified the price for my flight, and I was unable to complete my booking. The original price was CHF [redacted], and the new price is CHF [redacted], resulting in a difference of CHF [redacted]. Kindly pay this difference if you wish to proceed with your booking. If you prefer not to pay the price difference, we can offer you a refund of CHF [redacted]. Since affordable seats for each flight are limited, airlines may alter prices last minute. These changes are made by the airline, not by Kiwi.com. If you wish to maintain your booking, click on "Pay price difference." You will be redirected to "Manage my booking" where you can make the payment. We recommend making the payment as soon as possible to avoid further price adjustments.
Reported by GetHuman5292320 on बुधवार, २३ सितम्बर २०२०, दोपहर १२:११ बजे
I submitted a refund request on June 27 and have not yet received the refund. BOOKING NUMBER: [redacted] [redacted] [redacted] Thank you for submitting your refund request. We are currently in contact with the carrier(s) on your behalf to process any available refunds. Once we receive the refund from them, we will promptly send it to you. Refunds could be processed in multiple phases depending on when we receive them from the carriers. While we aim to provide monetary refunds, some carriers may offer vouchers or other non-monetary refunds. In such cases, we will either forward them to you or provide you with Kiwi.com Credit. If a monetary refund is approved, the money will be transferred back to your original payment method. Please note that if you made multiple payments, you may receive multiple refunds. We appreciate your patience as some refunds may take up to 3 months to process. However, delays are possible due to carriers extending their refund timelines.
Reported by GetHuman-jahannu on बुधवार, २३ सितम्बर २०२०, दोपहर २:३६ बजे
I purchased a flight through kiwi.com with flight number FR7362, kiwi.com booking number [redacted] [redacted] [redacted], and booking number with the airline (pnr) IB39YN. The flight's schedule has been changed, now departing 15:50 hours earlier than originally planned. I have tried to contact the airline, Ryanair, to address this issue. Kiwi.com has stated that they cannot provide me with the airline booking details for security reasons. I am frustrated by this policy since I have paid for the flight and believe I should be able to manage my booking. I am requesting the necessary information to modify my booking, specifically the correct booking number (as the one provided appears invalid on the airline's website) and the email address used for the booking. Your assistance is greatly appreciated. Sincerely, Matthias N.
Reported by GetHuman5294285 on बुधवार, २३ सितम्बर २०२०, रात ८:३० बजे
I have a booking with Kiwi.com and Turkish Airlines issued a refund on 11th March [redacted]. However, they mistakenly refunded the amount to a Mastercard ending in [redacted].....[redacted], which is not my card. Turkish Airlines explained they refunded Kiwi.com as they didn't have my credit card details. Although I didn't request a refund through Kiwi.com, the refund from Turkish Airlines was sent there. I contacted Kiwi.com on 21st August [redacted], but was told I didn't request the refund through them. Whether I requested it through Kiwi.com is now irrelevant as Turkish Airlines refunded Kiwi.com. I kindly ask Kiwi.com to promptly refund the amount to my credit card, as they should've done when receiving the refund from Turkish Airlines. Please address this matter without delay. Thank you, Ms. Ong Kim Buai
Reported by GetHuman5314939 on बुधवार, ३० सितम्बर २०२०, रात २:३३ बजे

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