Kiwi.com Customer Service Issues

Hello, I will be traveling with a group of 13 people this summer. Our return journey is on August 28 from Santorini to Paris via London. A friend has just realized that her schedule is different from ours despite having the same outbound flight number from Santorini to London. Her flight from Santorini to London is scheduled for August 28 departing at 4:55 p.m. with Aegean Airlines flight number A3 [redacted]. Strangely, this is also my flight number departing from Santorini to London at 3:35 p.m. Is this not odd? Additionally, she just noticed that her return flight is the next day with Vueling. Originally, she wanted to take the same flight as us. I have tried to reach out to you by phone but was unsuccessful. Could you please contact me to try to resolve this issue? Is it possible to change her flight to align with ours? Thank you for your assistance and response. Please feel free to contact me at [redacted] or [redacted] or via email at [redacted] P.S.: She is feeling a bit lost, which is why I am making this request.

Hello, I'm Probir Sarkar. I booked two tickets for my wife and myself from Dublin to Dhaka with the booking number -[redacted] [redacted] [redacted]. However, there was an issue at Amsterdam airport with Turkish Airlines staff. Even though I have an Irish passport and a Bangladeshi visa (NVR), they asked for a permission letter from the Bangladeshi government to prove my nationality. Despite showing various documents, they refused to board us, leading to a disappointing experience. We ended up purchasing tickets from Emirates for Euro [redacted] and flew to Dhaka without any problems. I have already applied for a refund through Kiwi.com on 1/12/[redacted] due to the inconvenience caused by Turkish Airlines. Additionally, our return flight from Dhaka to Dublin via Bahrain and London was canceled, and I notified the airline on 5th January. I would appreciate it if the necessary actions could be taken to process the refund for both tickets. Thank you, Probir Sarkar

I purchased a ticket in December [redacted] to travel from Dallas, TX to Berlin, Germany for school. Due to Covid concerns in London, I bought a new ticket. On January 10, [redacted], I flew from Dallas to Chicago, intending to continue to Lisbon, but TAP Portugal claimed I had the original Berlin ticket. Despite multiple confirmations of the new ticket, I was stuck as the front desk was closed for a week. Stranded due to Covid, I had to return to Dallas. I reached out to Kiwi and TAP, both verifying the new ticket. Now, seeking a refund for missing my Chicago-Lisbon-Berlin trips three months ago. I requested a refund on January 12, [redacted], with booking number [redacted] [redacted] [redacted]. - Xavier C.

Dear community, In September [redacted], I had a trip planned with Kiwi that had to be canceled due to my husband's health issues. Unfortunately, he passed away a month later. Although I had until January [redacted] to reschedule, the idea of traveling without him no longer appealed to me. Dealing with Kiwi's lack of assistance, I reached out to American Airlines for a refund. Despite American approving the refund, it was processed to Kiwi's payment method, leaving my money inaccessible. I understand cancellation policies exist, but how can a company refuse a refund in the face of a significant loss? I have struggled to contact Kiwi since my reservation is inactive. American Airlines explained the refund was issued to the booking agency due to the initial payment method. I appreciate any guidance as I try to navigate this challenging situation. Thank you for your support. Warm regards, P.A. Mejia

My booking number is [redacted]68, made on March 21, [redacted]. I included additional baggage with this booking but noticed there were limited facilities for this option on the flight. After contacting customer support multiple times for help with this issue, a new booking was eventually sent with instructions to follow. Upon opening the email, I found a new booking schedule under the same booking number. Since then, I have been attempting to rectify the original booking, but no one has addressed the matter or provided a solution. I have spent a significant amount of money, yet no one from the company answers the phone or takes responsibility for customer concerns. I hope this message will prompt someone to investigate the situation and provide a resolution promptly. Please respond to my email at [redacted] at your earliest convenience. Thank you, Chris S.

Subject: Ticket Issue on 06 April 21 Dear Kiwi.com Management, I hope this message finds you well. I regret to inform you about the disappointing experience I had with the flight itinerary I booked on your website for the first time. On April 6th, when I tried to check in at the Gulf Airline counter at the airport, I was denied boarding as the transit time in Bahrain was only 12 hours, causing issues with my connecting flights (RUH to BAH GF2168 - 19:10 - 20:25 / GF504 07 APR BAH TO DXB 09:40 - 12:40). Furthermore, the lack of a contract between Gulf Airline and Cebu Pacific for the Dubai to Manila flight (5J17) resulted in further complications. I would appreciate a full refund promptly on the card used for booking as this itinerary was invalid for travel, and I had to make alternative arrangements at a higher cost due to the inconvenience caused by the inaccurate information displayed on your website. Thank you for your prompt attention to this matter. Sincerely, [Initials]

Subject: Urgent Refund Request for Booking Number [redacted] To the Management of Kiwi.com, I hope this message finds you well. I am reaching out regarding my recent booking through your website that has left me deeply dissatisfied with your services. Upon attempting to check in with Gulf Airline on April 6th, I was denied boarding as the transit time in Bahrain was less than the required 12 hours between flights. The itinerary booked was as follows: - RUH to BAH via GF2168 (19:10 - 20:25) - BAH to DXB via GF504 on April 7th (09:40 - 12:40) Furthermore, I encountered issues flying from Dubai to Manila with Cebu Pacific Flight no: 5J17, as Gulf Airline did not have a partnership with Cebu Pacific, preventing me from boarding the flight. I am extremely disappointed that such inaccurate itineraries are displayed on your platform, causing inconvenience and additional expenses. Had I been informed of these issues beforehand, I would not have made these bookings. I kindly request an expedited full refund to be processed on my card. Thank you for your prompt attention to this matter. Sincerely, [Initials]

My flight to Ireland was canceled by Kiwi.com, possibly due to notification from Ryanair. I opted to deal directly with the airline, which was fine for me. The details provided to me were strange, with a fake email address and credit card information, but the phone number was correct. I had to use the false email from Kiwi.com to log into Ryanair. I asked for a refund for the canceled flight, but I can't request a refund for the return flight yet. I'm worried that Ryanair won't be able to email me. I tried contacting Kiwi.com but I'm locked out as they don't recognize me. This situation is confusing and concerning. What is happening?

I am experiencing an issue with my Kiwi reservation due to United Airlines partially canceling my flights. After contacting the airline, they assisted in changing my reservation and providing new flights. However, they advised me to reach out to Kiwi to review my reservation, update the new flights, and issue a new E-ticket promptly. I have made multiple attempts via phone, chat, and email to contact Kiwi without success. This matter is urgent as I cannot risk losing my new flights to Turkey. The airline has resolved their part in the issue, and I need Kiwi to do the same. Your assistance in resolving this would be greatly appreciated. Thank you.

Hello, I am reaching out regarding my booking number [redacted]01 for my travel from Karachi to London Luton. During my journey, I encountered difficulties at the Dubai airport connections as there was no Wizz Air counter to issue onward boarding passes. The airport staff advised me that Wizz Air no longer issues boarding passes at Dubai, which led to confusion about the boarding process. After facing delays and conflicting information, I resorted to checking in online with Wizz Air, but the online boarding passes were marked as invalid when I presented them at the desk. This resulted in further complications and discussions with staff to get checked in for my flight. Despite assurances from the staff, I was ultimately denied boarding due to regulations treating me as a new passenger from Dubai rather than a transit passenger from Karachi. This situation led to added expenses for COVID testing, hotel quarantine in London, purchasing a new ticket with KLM, and incurred taxi and meal costs. I am now requesting compensation for the stress and financial losses incurred during this ordeal.

Dear Customer Support, I am reaching out about my clients, Yossef Golan and Ronit Golan, who purchased two airline tickets with the booking number [redacted]0. The itinerary included flights from Tel Aviv to Paris and Paris to Fort Lauderdale, with reservation number O4Q98Q. They paid $[redacted] for the tickets as shown in the attached receipt (marked 2). Since you canceled the flights, my clients are legally entitled to a full refund and will not accept any other arrangement. Air France has already refunded 1,[redacted] Nis. Therefore, I kindly request a transfer of 6,[redacted] Nis to account number [redacted] belonging to Posner Akiva Baruch in General Trust at branch [redacted] with IBAN IL18-0[redacted]-0[redacted]-[redacted] and Swift Code POALILIT. Failure to issue a full refund may lead to a complaint to the Consumer Protection Authority and legal action. Please refrain from contacting my clients directly and communicate only with me. Thank you for your attention to this matter. Best regards, Akiva Posner, Attorney

Hello, I purchased tickets for 4 individuals for two trips with Turkish Pegasus Airlines last year. The airline had to cancel both flights due to the epidemic. For one of the flights, a refund was processed directly, while for the other flight, an open ticket was provided. I just spoke with Pegasus Airlines and they agreed to cancel my open ticket under PNR: NG3EDL free of charge. The refund will be processed within 10 days to your platform. Overall, my reservation on your platform with booking number: [redacted]76 has been refunded by Pegasus Airlines for both trips. NG3EDL will be refunded within 10 days, and NG3EP2 was refunded months ago. Please verify and refund the full amount to the original payment method promptly. Thank you for your assistance!

Hello, I made a reservation for a flight from Cyprus to Madrid. One of the airlines canceled the flight, affecting the rest of my flights. I contacted KIWI, and they said I could request a refund. This happened in November, and I have not received the refund yet. No one has contacted me, and I can't find a contact phone number online that helps unless you have an active trip, which mine is canceled. I need a solution immediately; otherwise, I will have to file a complaint with the OCU since I feel my consumer rights have been violated.

Hello, In November [redacted], I made a reservation for a flight from Cyprus to Spain. Shortly after, I was informed that one of the airlines had canceled the flight. I contacted Kiwi, and they advised me to cancel the entire trip and request a refund due to multiple airlines being involved and the difficulty of finding a connecting flight. During the call, I requested the refund, and the agent offered a €20 discount to expedite the process. It's been 5 months, and I have not received my refund, nor have I been able to reach Kiwi. The phone number I used before now only assists travelers with active bookings, not canceled ones like mine. I have sent emails and messages without any response. I will escalate the matter to the Consumer Protection Agency for refund if I do not hear back promptly. My flight reservation number was: [redacted] [redacted] [redacted]. Best regards, Ana Isabel H. P.

I am the mother who purchased a ticket for my son to fly from London to Phuket on May 24, [redacted] (Ref: [redacted]98). Unfortunately, the connecting flights from Moscow to Phuket, consisting of 2 connecting flights, have been canceled. I am disappointed that the connecting flights have not been replaced as indicated on your website. This situation has significantly impacted my son, Mr. Oliver White (born November 9, [redacted]), and I am willing to escalate this matter to the ombudsman and contact the newspapers if new connecting flights are not arranged. My son has also prepaid for a year of gym membership starting from his arrival date, which will be lost due to this issue. I hope for a prompt resolution without further action from our side. Thank you. Regards, Julie White.

I recently booked a flight through the Kiwi website and realized there was a mix-up with the destination after receiving the confirmation. I have the invoice with me and can provide it if needed. The booking number for the flight was 1 4 3 8 3 7 0 5 6. I accidentally canceled the trip without being signed in to my Kiwi account to see the cancellation fees but was surprised that the entire trip was canceled, and only a small amount was refunded. I paid AMD [redacted],[redacted].92 but only received back approximately AMD [redacted]. I have been trying to get in touch with Kiwi without success due to the booking being canceled. I am puzzled about how a flight can be canceled without being signed in. Can someone please advise me on how to proceed with rebooking?

Dear Kiwi Customer Service, I am writing to request a refund for a canceled flight. My booking number is [redacted]16 for a flight from Thessaloniki to Spain on May 21, [redacted], returning on May 29, [redacted], for two people - myself, E.P. Kalaitzi, and my friend, D. Andreou. I received an email informing me of the flight cancellation due to coronavirus, and after booking an alternative flight, I have now received another cancellation notification with significantly higher costs for alternatives. We are unable to afford the increased price and require a full refund. We trust your assistance according to EU regulations, particularly Regulation EC [redacted]/[redacted], entitling us to compensation or reimbursement. We kindly ask for clarification on your company's policy for canceled flights, a full refund, or direction to the appropriate channels if compensation is not handled by Kiwi. We anticipate a prompt response due to the urgency of this matter and express our readiness to escalate the issue if necessary. Sincerely, E.P. Kalaitzi and D. Andreou

Subject: Update Needed Regarding Air Caraïbes Flight Refund Dear Team, I am reaching out regarding the refund for my Air Caraïbes flight from NY to Paris on 22 October [redacted], which was canceled. I spoke to Althea C., a Kiwi.com Travel Consultant, on 19 October [redacted]. She mentioned that the refund process might take up to 90 days. It has now been over 6 months since our last communication regarding the refund, as per the timestamp on Althea C.'s email. I am still awaiting the refund for this canceled flight and would appreciate an update on the status. I have copied my legal counsel, Maître K., on this email for reference. In case of any disputes or further communication needed, please respond to Maître K.'s official email as well as my personal email address. Your prompt response would be highly appreciated, as the delay in processing this refund has been prolonged. Thank you for your attention to this matter. Warm regards, M. Gross

Dear Customer Service, I am seeking clarification on the recent booking I made. I am disappointed to have been notified, after completing the payment and coordinating with my workplace in China, that the original booking necessitates a change to a different airline with two international layovers on individual tickets, resulting in a one-day delay for an additional $[redacted] AUD. My family has already organized to drop me off at the airport for the initial Sunday morning flight I purchased. I am troubled by this situation and would appreciate an explanation. The alteration has proven to be a significant inconvenience. I had also purchased Airhelp+ with the expectation that it would cover any modifications instead of requiring an extra payment. I kindly request that the Sydney to Guangzhou leg of the journey remain unchanged. It is not recommended to split tickets for international transit, which has disrupted my plans entirely. I am grateful for any assistance you can provide. Sincerely, J. R.

I have been waiting for my refund for three payments taken from my account. I spoke with a person named Danille around April 6th, and despite being told it would take 2 to 3 business days, it's now April 28th and I still haven't received the $90 refund. I'm in a tough situation with my two kids in a hotel, relying on that money for our room. I've explained my urgent need multiple times and have been given varying timelines. I'm distressed as no one seems to be providing clear information, and the lack of response is worrying. My bank advised contacting your company to resolve the issue. A direct deposit should not take this long, and the uncertainty is causing me a lot of distress. Please respond promptly to my email address [redacted] Your urgent attention to this matter is greatly appreciated.