Kiwi.com Customer Service Issues

URGENT: We booked flight under number: [redacted]0 for a round trip St Denis (La Réunion) / Marseille (France), departure 27/10 return 10/11. On 29/07, Air Austral changed the return ticket to St Denis/Paris. Therefore, we purchased an additional train ticket to return home. Due to COVID, the train was cancelled on Friday. We are trying to reach you to inquire about the possible refund for the return flight ticket to take an Air France flight St Denis/Marseille to get back home. Despite multiple emails sent, we have not received any response and our Air Austral flight is tomorrow!!! Please contact us urgently by email or phone at [redacted] as your phone line is closed!!!

I am exploring booking tickets from Alicante to Tallinn, and on your website, I found a connection via Copenhagen with Ryanair and Air Baltic for the final leg. The information provided indicates that I will have to exit the transit zone to collect my luggage and then check it back in. My understanding is that leaving the transit zone is usually restricted unless one is working or living in Denmark. Since there is no agreement between the airlines, it seems they will not transfer my bags for me. I am concerned about the situation with my luggage if I am unable to check it in at the connecting airport.

To whom it may concern, I made a booking with Kiwi.com on July 30, [redacted], for a trip from Paris, France, to Larnaca, Cyprus, with booking number [redacted] [redacted] [redacted]. The initial flight was scheduled for: Thu, 30 Jul [redacted] 7:10 am Paris, France Charles de Gaulle Airport 11:10 am SKG Thessaloniki, Greece Thessaloniki International Airport. Unfortunately, I was not permitted to board the plane due to a required flight pass that I was unaware of. Despite having called Thessaloniki Airport and being told transit passengers did not need a flight pass, my sister and I, with Cyprus as our final destination, already had the Cyprus flight pass. I have attempted to contact Air France throughout the summer without success, and Kiwi.com advised me to file a complaint. Despite multiple attempts to do so, I have not received any response. I would like to inquire about receiving a 50% refund or rebooking a different flight. I am eagerly awaiting your prompt response. Kind regards.

Hello, I am writing to address an issue regarding a flight that was canceled by Kiwi.com, for which we had purchased return tickets on June 5, [redacted]. Despite the cancellation, we have not received a refund for the tickets. Initially, the flight was visible in our Kiwi.com account, and we were patiently awaiting a refund. However, the flight has now been removed from our account without any explanation regarding the status of our refund, which we find to be unprofessional and unfair. We are concerned by this situation and believe it to be unjust. We urgently request an official response from Kiwi.com to clarify the matter. E-Ticket Kiwi.com Booking Number: [redacted] Reservation Number (PNR Code): F1GENY Flight Information: From Málaga AGP on June 5, [redacted], at 17:15 local time To Stuttgart STR on June 5, [redacted], at 20:05 local time Flight Number: OE331 Sincerely, Adela Persida C. Elvis Tiberiu C.

My reference number is [redacted]5. Due to Covid-19, our cruise was canceled, and countries were shut down. We requested a refund in April [redacted] and were initially informed it could take up to three months. However, the next offer presented was an additional $12 per person to expedite the process to 6 weeks. We have called numerous times but continue to receive the same response that our request is still in queue. We are disappointed with the delay and feel frustrated with the lack of communication from your company. We will be posting about our experience on various social media platforms to raise awareness. Despite our efforts to resolve this matter, it seems challenging to speak to a representative for assistance. We hope for a prompt resolution and will escalate our concerns to the Better Business Bureau and the attorney general if necessary.

Reservation Number: [redacted]37 Hello, Is your customer service imaginary? Your phone numbers are useless as they are always busy from morning to evening! Weeks of waiting... You are always overwhelmed! Is it because of cancellations and complaints? It is shameful, deplorable, and pitiful. My reservation is no longer valid due to the transporters, which is not my responsibility. They should refund me. Please proceed with the full refund of my canceled reservation by the 1st carrier and incredibly delayed (2 days postponed!) by the 2nd carrier. I no longer wish to travel and won't accept the ridiculous €16 refund. It's scandalous. Sincerely, Hlel M Hedi

Booking Number: [redacted] [redacted] [redacted] Contact Email: [redacted] We are hoping for a prompt response from you. Dear Customer Service Team, We have not heard back from you thus far. Our trip was confirmed as cancelled by you before the departure date. It has now been over 3 months, and we are eagerly awaiting the refund. Regards, D. Gojkovic A. Kulikov Sent on Wednesday, August 12, [redacted], 02:11:30 PM GMT + 2, from Kiwi.com <[redacted]>: Please refer to our Help Center for further details. Plus Package with no flexibility BOOKING NUMBER [redacted] [redacted] [redacted] Refund request in progress We are currently processing your refund request. Thank you for your patience as we await the airline's response, which may cause some delay. We will keep you updated with any new developments. We appreciate your understanding and cooperation.

Bonjour, je voulais vous informer que je n'ai toujours pas reçu mon remboursement pour la réservation N°[redacted]06. J'ai choisi le remboursement assisté gratuit lors de ma conversation avec Kiwi.com, et j'ai demandé cette option via la page de gestion de ma réservation. Kiwi.com contacte les compagnies aériennes pour annuler tous les vols et procéder au remboursement sans frais. Ils indiquent que cela peut prendre jusqu'à 3 mois et que le montant et le type de remboursement dépendront des compagnies aériennes. Merci de votre patience. N'hésitez pas à me contacter si besoin, l'équipe du service client reste à disposition. Cordialement, S.B., spécialiste du service client chez Kiwi.com.

Dear Customer Service, I am seeking assistance regarding my trip reservation on the Kiwi platform and I would greatly appreciate any help you can provide. I had initially booked a trip to Madrid with a transit to Belgium, but due to visa requirements, I had to change the destination to a direct flight to Madrid or a non-Schengen country. After my original trip was canceled, I had to rebook using one of the alternative options provided by the embassy. Unfortunately, unexpected circumstances arose that prevented me from continuing my studies and traveling, prompting me to cancel my student visa as well. I have tried to manage the trip on the reservation platform without success. My booking number is [redacted] and my flights are EK2057 and EK141 with Emirates Airways. I am inquiring if a refund is possible, or if not, whether I can postpone the trip for future travel. Alternatively, if neither option is feasible, I would like to know if it is possible to transfer the booking to someone else after changing the names on the reservation. Please advise if providing a copy of the student visa cancellation in Arabic and Spanish would be helpful in this matter. Your assistance with this issue would be greatly appreciated. Thank you for your help and cooperation. Sincerely, A.N.

Booking number [redacted]1 is for my stepson's trip from Perth to Cephallonia, Greece in June [redacted]. I made the payment using my credit card. Due to the Covid-19 situation, the flight was canceled, and we are still waiting for a refund. The status has shown "Waiting for Carrier" since May. I have been trying to reach Kiwi.com, but they are currently assisting only those with upcoming flights, making it difficult to connect. Despite sending emails, I have not received any replies. Unfortunately, I am unable to access the booking online as it is under my stepson's name, and he faced the same issue of "waiting for carrier." I am considering reaching out to my credit card company for a refund, although I fear it may be too late.

Hello, I am Utpal Kumar Mandal from India. I have booked a round trip and Multi City air ticket through Skyscanner from Kiwi.com with Booking No. [redacted] [redacted] [redacted]. My journey is from Kolkata (CCU) to Bengaluru (BLR) on 20.12.[redacted] with PNR J7FZGV-SG516, and the return ticket is scheduled from Chennai (MAA) to Kolkata (CUU) on 30.12.[redacted] with PNR P8LTQF-SG [redacted]. If I intend to change my return route to Ranchi (IXR) instead of Kolkata (CUU), I have the following inquiries: 1. Who is my booking agent? Please provide the details of the booking agent/agency. 2. What steps should I follow for the route change? 3. What are the cancellation charges? 4. Will the refund amount be credited back to my bank account in INR? I greatly appreciate your assistance in guiding me through the cancellation process. Your help is crucial for my next steps. Looking forward to your response. Thank you, Utpal Kumar Mandal

Booking Number: [redacted] [redacted] [redacted] I am writing to express my gratitude for processing my refund after my flights were canceled in March [redacted]. I understand the challenges you have faced this year and I want to commend you on how well you have managed the situation. I do have a query: I received a voucher for SMARTWINGS or CZECH AIRLINES worth 3167czk. As I might not have the opportunity to use it, I am considering selling it to someone else, possibly in the Czech Republic or Slovakia. Once again, thank you for your hard work and dedication. I am eager to fly with Kiwi.com again in the near future. Best regards, T. Christie

Hello, I have booked flights from Budapest to Stockholm and from Copenhagen to Budapest. However, I now need to add my 13-year-old daughter, Alexandra V. Toth, to the bookings. I am unable to purchase a ticket for her using her correct birthdate. Could you please advise on how to proceed? Can I use a different birthdate to book her ticket? The booking numbers are [redacted]66 and [redacted]96. Additionally, we have a separate booking for a flight from Budapest to Athens for Alexandra, with the reference number [redacted]39. No modifications are required for the Athens-Budapest trip. Thank you for your assistance. Best regards, Viktoria Kurucz

I am reaching out to report that despite Norwegian Air issuing full refunds for my two international flights, Kiwi.com has not transferred the funds to me. Refund 1: - Route: Paris to Denver on July 8 - Booking Reference: W7MGIG - Norwegian Air issued refund: Oct 15 - Amount: [redacted].00 NOK - Last 4 digits of credited credit card: [redacted] (not owned by me) Refund 2: - Route: Denver to London on June 2 - Booking Reference: W7QTKG - Norwegian Air issued refund: Nov 25 - Amount: .00 NOK - Last 4 digits of credited credit card: [redacted] (not owned by me) The credit cards where the refunds were directed do not belong to me. As the flight cancellations were prompted by the COVID-19 pandemic, I am entitled to a complete refund as per U.S. Department of Transportation guidelines. I kindly ask for clarification on when I can anticipate the refunds being processed to my credit card by Kiwi.com. Thank you, Judit F.

To whom it may concern, I have emailed you multiple times, yet the support email is not functioning. I had booked two trips to Italy for June [redacted] under the name Moujan Gardesh Meydani. Both trips were canceled, and I was informed that the refunds would be processed by September [redacted]. Regrettably, I have not received the refunds to date. Ticket details: - 27.60 euros booked on 15.06.[redacted] - 54.80 euros booked on 30.06.[redacted] Please take into account that it has been nearly two months past the refund date. Best regards

Due to the cancellation of my last flight to Mexico by the airline, I am faced with the decision to pay the total cost of a new ticket for an alternative flight. I already made a full payment for my previous reservation. I am unable to reach anyone for assistance until 48 hours before my flight, but they are urging me to take immediate action. If I opt for a refund, I will have to wait for approximately 3 weeks to receive it. It is unclear if someone can contact me through the mobile application or website I have access to. The available options do not seem straightforward to me. If I choose to purchase the alternative flight, I will only have to cover the price difference and forfeit the refund for the initial booking.

Ten months have passed since my flight was canceled in February due to Covid. After submitting a refund request on my account, I was initially informed it would be processed within three weeks. However, this timeline has been repeatedly extended, first to three months, then to six months. Despite these assurances, a refund has yet to be issued. Efforts to contact customer service have been futile, with phone calls going unanswered. I am seeking clarity on whether I will receive a refund or credit for my cancelled flight. Considering the difficulty in reaching the company, I am contemplating seeking legal assistance to formally demand my refund. Any insights or advice on this matter would be greatly appreciated. Thank you.

Hello, I need assistance with a booking I made on Kiwi.com. My booking number is: [redacted]51. I completed the booking for a total of €[redacted].00. However, I have only received 3 vouchers from Ryanair for certain routes, but I am missing the voucher for the Valencia-Palermo route. It has been over 6 months since I made the booking and still haven't received the missing voucher. I have reached out to Kiwi.com previously and received monetary refunds for other bookings. I need to know the email associated with my ticket (PNR: NDIJSE of 14 May [redacted]) to proceed with requesting a refund. I appreciate a prompt response as I have been waiting for many months now.

Hello, I recently received a message stating that Kiwi could not process my request because of carrier system issues. Interestingly, I can still view the same flight with the same departure time on the website. As tickets are still available, I plan to rebook the same ticket. I am aware that prices may have increased since my original booking, but it's crucial for me to depart at 3:35 pm on January 23rd. Thank you, Heta

My flight to Australia on the 29th of January [redacted] has been canceled. I am seeking information regarding the amount of cash refund I am entitled to. British Airways has confirmed that due to the flight cancellation, I am eligible for a full refund. Despite trying multiple phone numbers, I have been unable to reach a representative. Additionally, I have travel insurance for cancellations but have been unsuccessful in contacting anyone for assistance. The lack of communication is frustrating. UPDATE 7 December I have been unsuccessful in getting in touch with anyone at Kiwi or my travel insurance provider. I am unable to reach them via email or phone. My primary request is a refund.