Kiwi.com Customer Service Issues

Booking Number: [redacted]48 Hello Kiwi Service Support team, A few months ago, I purchased flight tickets from Tel Aviv to Turkey for my wife and me through your company on Pegasus Airlines. The flights were canceled by the airline, but I haven't received a refund yet, despite the law requiring it. A friend who bought tickets directly from Pegasus received a full refund within a week of the cancellation. I also paid Kiwi an additional fee for handling the cancellation, with a promised processing time of up to 6 weeks, yet I haven't seen any refunds. I request that Kiwi issue the refund for booking [redacted]48 promptly within 7 days. Failure to do so may result in legal action against Kiwi. Thank you.

Hello, I recently received an email stating I had not requested a refund for my cancelled flights. I recall discussing with an agent a couple of months ago that I wanted refunds for all affected segments. I believed the requests were initiated then. Could you verify if some refunds have already been requested to avoid duplication? Thank you, Heather C. [redacted]

Booking Number: [redacted] [redacted] [redacted] Hello Kiwi Team, I am reaching out to inquire about the status of my refund request. I had received an email from you on August 20, [redacted], regarding the request, and as of today, October 6, [redacted], I have yet to receive any updates. Thank you, Best regards, Kristina R.

I was on holiday in Turkey from September 26 to October 3. Upon learning that Turkey would be added to the UK quarantine list starting October 2, I tried to find an earlier flight home. After some failed attempts, I booked a flight through Kiwi.com with stops in Dusseldorf and Barcelona. A friend pointed out that I would still have to quarantine as I was entering from Spain. I cancelled the flight with Kiwi, and they confirmed the cancellation via email, mentioning a refund of GBP [redacted].31 with booking reference [redacted] [redacted] [redacted]. I then booked a new flight with Pegasus to meet the quarantine deadline. However, I later received a message that Kiwi could not cancel the flight with the airline. Despite having the cancellation email, I have been struggling to reach Kiwi's customer support for further assistance in obtaining the refund. Any help in communicating with Kiwi or securing the refund would be greatly appreciated. Thank you. - R.W.

Subject: Issue with Kiwi.com Booking Ref Number: [redacted]03 Dear Kiwi.com, On the 23rd of March GMT, my son made a booking on your website with my authorization using my credit card. The booking included 2 EMERGENCY flights departing from Perth to London on March 24th via Qantas to Singapore, with a connecting flight that was later impacted by new transit regulations in Singapore. Unfortunately, due to the lack of clarity on your website regarding these restrictions, they missed their flight to London on March 25th. I had to swiftly rebook their flights with Qatar from Melbourne three weeks later to ensure their safe return to the UK. I would like to inquire about your refund procedure in light of these unforeseen circumstances. Thank you for your assistance. Best regards, E. R. B.

I am inquiring about the refund for my ticket with booking number [redacted]. I have received refunds only from Indigo Airlines for the Chennai (MAA) to Madurai (IXM) flight with PNR [redacted]. However, my full journey includes two more airlines: Air India Express for the Madurai (IXM) to Singapore Changi (SIN) leg with PNR [redacted], and Singapore Airlines for the Singapore Changi (SIN) to Seoul Incheon International (ICN) leg with PNR [redacted]. I have been notified via email that Air India Express is offering a voucher worth [redacted].28 USD. I kindly request that this voucher be processed as a refund, and I suggest attempting to obtain a refund from Singapore Airlines as well. I have not received a response from Kiwi.com regarding the refund status with Singapore Airlines. I would appreciate it if the refunds for Air India Express and Singapore Airlines could be processed promptly.

Hello, I am following up on my refund request related to booking number [redacted]4 from March [redacted]. Despite being assured that a refund would be processed, I have yet to receive it after almost 7 months. I understand the current challenges but expect the company to honor its commitments. I am disappointed by the lack of communication and support from your team. Myself and the other passengers involved are considering not recommending or using Kiwi's services in the future due to this experience. I have attempted to contact your team via multiple emails and calls with no success. If I do not receive an update or a call within the next 3 days, I will have to share my negative experience on various review platforms. This level of customer service is unacceptable, especially given the circumstances of COVID-19. I kindly request an update on the status of my refund. Thank you.

Good morning, my name is Mária Kamila González from Colombia. On October 5, I purchased tickets from Paris to Bogota with stops in Madrid, Miami, Barranquilla, and Bogota. My reservation number is [redacted] [redacted] [redacted]. I encountered issues at the Paris airport on the 6th day as Colombians require a visa to enter France even for connecting flights. This restriction was not communicated to me earlier by the embassy despite previous visits to France. Due to the Covid situation, I was denied boarding and later faced issues with a connecting flight from Turkey during my attempts to reach Paris. Despite seeking clarification from the French consulate in Colombia and my intention to return home, I was unable to proceed with the journey. I requested a refund as traveling was not permissible for me without a visa. I now find myself stranded in Serbia due to unforeseen circumstances. I kindly request a refund or a ticket date change given the circumstances and conflicting information I received prior to my travel attempts. Thank you for your assistance.

Dear Customer Service, I am having trouble signing in to your website. Even after registering a new account, I am unable to sign in. I am reaching out to inquire about the status of my refund referenced below: BOOKING NUMBER: [redacted] [redacted] [redacted] Dear KRISTINA BIRGITTA ODETTE CHARLOTTE RUTHERFORD, I apologize for the delays in processing your refund. Due to current circumstances, carriers are experiencing a high volume of refund requests causing delays. We are regularly following up with them to expedite the process. Rest assured, as soon as we have an update, we will inform you promptly. Thank you for your patience and understanding. Sincerely, Your Kiwi.com team

I have a flight booked with Kiwi.com from Durban to Chengdu, China. Today, I learned that Ethiopian Airways flight ET [redacted] from Addis Ababa to Chengdu has been suspended for 5 weeks. I have tried contacting Kiwi.com on their provided numbers, but have not been successful as they only assist clients flying in the next two weeks. Kiwi.com has not notified me of the flight cancellation or discussed refund options. I want to avoid managing the booking myself until I confirm the flight cancellation with a representative. I urge Kiwi.com to inform me of the canceled flights so I can apply for a full refund. If I cancel without their confirmation, I risk losing most of the money needed to book a new flight with an unaffected airline in China. I seek advice on the best course of action moving forward.

Dear concerned party, I purchased two flight tickets for my girlfriend and me from Turin to Catania through Ryanair via kiwi.com. It is mandatory with Ryanair to check in one day before the flight, or there is a charge of 60.50€ per person for airport check-in. Unfortunately, I did not receive any emails from kiwi.com or Ryanair as they were sent to the wrong email address saved in the system: [redacted] This morning, I had to pay [redacted]€ for airport check-in. I have the receipt as proof. I am seeking a refund for this issue. Thank you for your assistance. Sincerely, Stefano

Good day, My girlfriend, Stefanie Grace Falkner, and I are scheduled to fly from Basel to Ponta Delgada this Monday with Booking Number [redacted]27. A few weeks ago, we were informed that the EasyJet flight from Basel to Porto (U2 [redacted]) has been canceled, but the Ryanair flight from Porto to Ponta Delgada (FR [redacted]) is still operating. To avoid the high costs of canceling and rebooking our entire itinerary, we decided to separately book a new flight from Basel to Porto to connect with the Ryanair flight to Ponta Delgada. We have received daily automated messages indicating a problem with our booking and needing to adjust our flight plan due to the partial cancellation. We kindly request assistance in removing the canceled flight from our booking or helping us check in for the second flight. Warm regards, Renato M. & Stefanie G. Falkner

I had booked round-trip flights from Manchester to Gran Canaria for October 31st, [redacted], returning on November 7th, [redacted] through Kiwi.com. Unfortunately, Ryanair canceled these flights. I provided all necessary information for vouchers or a refund to Ryanair, but despite Ryanair sending the vouchers to Kiwi, I have not received them. The email addresses the vouchers were sent to are [redacted] and [redacted]. I have contacted my bank regarding the refund. Best regards, T. Rose [redacted] Mobile: [redacted] Address: 15 Augusta Close, Grimsby DN34 4TG

We had booked flights from Zurich to Greece and back, with various stops in between, for the period of September 21 to October 3, [redacted]. The booking reference is #[redacted] [redacted] [redacted]. The itinerary included flights on Swissair, Volotea Airlines, and Czech Air for my wife and myself. Due to COVID-19 restrictions, as American citizens, we were unable to enter Greece. I requested a refund on August 11, [redacted], paying an additional $20 for expedited processing through Kiwi. So far, only one flight, the one with Czech Air, has been mentioned for potential rebooking. The Kiwi website indicates a refund process initiated on August 11, with an estimated six-week duration, but there is no clear communication on the status of the remaining flights. It has now been 10 weeks since the refund request, and I am seeking specific details on when we can expect the complete refunds for all affected flights.

Booking No: [redacted]04 Reservation References: QXEHRU and VA65FN Flight Date: September 26th, [redacted] Passengers: Mary D. and Eugene D. Flight from Malta to Beirut (with a stopover in Larnaca) on MEA Airlines. I have contacted MEA regarding the changed flight times and dates, which happened twice. A full legal refund is requested. MEA advised me to reach out to you once more. While you mentioned the issue was resolved and a refund will be issued by the airline, we are legally entitled to a full refund. As our agent, I trust you will act on our behalf effectively. Please confirm via email that the full refund ([redacted] euros plus) will be processed back to my credit card promptly. The previous email's resolution was unclear to me, and I seek written confirmation along with an estimated refund date. Thank you, Mary D. and Eugene D.

Dear Sir or Madam, I am reaching out regarding the cancellation of my flight ticket with booking number [redacted]82. Yesterday, an email informed me of the cancellation of my itinerary. I am seeking confirmation that by paying an additional £35, my new itinerary will remain unaffected. Attached, please find some supporting images for your reference. If assurances cannot be provided regarding flight disruptions, I expect a full refund, as this situation is a result of COVID-19 and not due to any fault of mine. Best regards, Gleb Saliev

Hello, I would like to discuss the flight with reservation number: [redacted]57 departing on 28.11.[redacted] from Santiago de Compostela to Vienna (Manfred and Gertrude Weiss). I was informed that the connecting flight from PMI to Vienna will be delayed by 24 hours. This poses a significant inconvenience for us for two reasons: Firstly, we would need to stay overnight in Mallorca incurring extra expenses, who will cover that cost? Secondly, I am scheduled for a work assignment on Sunday, 29.11., and if I only land in Vienna late in the afternoon on that day, it will disrupt my work commitments. This is a major inconvenience for the company as well. I kindly request a proposed solution from your side. Thank you and best regards, Manfred and Gertrude Weiss.

Hello, My name is Elena Tolmos Lacruz, and on September 23rd, I purchased a flight from Madrid to Tenerife for October 31st and a return flight from Tenerife to Madrid on November 2nd through Kiwi.com with reservation number [redacted]54. The airline responsible is Ryanair, and the flight reservation number is KC7TRK. Due to the circumstances caused by the COVID-19 pandemic, we were unable to travel to Madrid for the flight because both Zaragoza and Madrid were under lockdown on the departure date and remain so. I have checked, and traveling to another autonomous community for a leisure trip is not considered a justified reason, so we could not risk traveling to the capital. Therefore, as this is a major issue beyond our control, we request a full refund of the flight amount for both the outbound and return flights, totaling [redacted].92 euros. We look forward to a prompt response. Best regards, Elena Tolmos

Reservation [redacted]. On October 27th, I had a flight to Amsterdam with a layover before my final destination in Pisa, Italy. Flight number KL749. However, at El Dorado airport in Bogotá, I was not allowed to board because you internally issued my final destination as Spain instead of Italy, causing a significant inconvenience as all my documents were set for Italy. I have been trying to reach out via email and your app but have not received any refund or solution from Kiwi for this mistake. I also paid 45 euros for a night's stay in Amsterdam, for which I have payment receipts, and I am requesting a refund for all the costs incurred due to this error. Additionally, I had to pay for accommodation in Bogotá near the airport, and I have the receipt for that as well.

Hello Kiwi Support Team, I recently received a response from you regarding my refund request with Vietjetair. My reservation number was [redacted]69. I originally contacted you in mid-March as per your instructions and was asked to await the refund process through Vietjetair. About a month ago, I was informed that Vietjetair was not providing refunds, which left me seeking a resolution. Upon reaching out to Vietjetair, I was advised that they could offer a solution, but since the booking was made through KIWI, all necessary details were with your company. I am not satisfied with the response of no refund from either Kiwi or Vietjetair for this ticket, especially considering the impact of the pandemic worldwide. I am requesting either a partial refund or the option for open tickets for future travel. Vietjetair has requested that I contact KIWI once more for further assistance. Should you require any additional information, please reach out to me via email at [redacted]