Kiwi.com Customer Service Issues

Dear Kiwi Staff, I came across a deal through momondo for a flight from Amsterdam to Bucharest on March 12th and returning on March 15th. The first flight is with Tarom at 11:40, and the return flight is with Blue Air at 8:15. I am unsure if the Blue Air flight from Bucharest to Amsterdam allows for a regular carry-on luggage piece measuring 55 cm x 40 cm x 20 cm and weighing 10kg (as per section 8.4.2 of Blue Air's baggage regulations), or if it only permits a smaller carry-on measuring 40 cm x 30 cm x 20 cm and weighing 6kg. I have included the relevant baggage regulations obtained from Blue Air's website on March 1st. It states that only one free small carry-on bag is allowed with specific measurements and weight. Passengers with Priority Boarding can bring an additional cabin baggage piece with different measurements and weight. However, I am uncertain how to purchase this option on your website. I would appreciate your guidance to avoid any inconvenience of reaching out to the airline directly, considering I booked a combined ticket through your platform. Thank you for your assistance. Kind regards, B.

I made a reservation for my son's flight from Charlotte, NC to Armenia, Colombia on February 25, [redacted], totaling $[redacted].39 USD. The ticket includes hand baggage and Kiwi.com guarantee. However, upon arrival at CLT airport, they claimed the payment for hand baggage was not showing in the system, and I was asked to pay again. I am requesting Kiwi.com to refund the $[redacted].40 that I paid for the hand baggage fee. The booking ID is [redacted]45 under the name of Kevin Santiago Lozano Saldana.

Good day, my name is Axel Skarlett Santos. I made a flight reservation for my girlfriend from Caracas, Venezuela to Cancun, Mexico on November 14, [redacted]. Unfortunately, the trip was canceled the next day. I requested a refund and received reservation number [redacted] [redacted] [redacted]. It has been 3 months as per the waiting time advised for the refund process, but we haven't received any updates. Could you please provide me with the current status of my refund?

Hello, I attempted to reach a representative in January by calling [redacted]-[redacted], but the automated system instructed me to make changes through the website and then disconnected the call. I followed the website's instructions for a refund, which stated it would take six weeks for resolution. I initially purchased tickets in December and was later asked to pay an additional $[redacted] twice for flight cancellations. Despite trying to get assistance over the phone, I was unable to clarify my options due to being directed back to the website. I became concerned about the legitimacy of the website and reported it to American Express. Subsequently, I contacted Kiwi yesterday for clarification, but they explained they were unable to provide details regarding the tickets as the charges were under dispute by American Express. The flight is scheduled for March 5, [redacted], just two days away, and I am still awaiting notification from Kiwi.com.

Hello, I have been trying to get a refund for my cancelled flights through Kiwi since March [redacted] due to COVID-19. Despite paying the required $30 fee to initiate the refund process, I have not received any refunds or vouchers even after a year. I am having trouble reaching Kiwi as their phone number requires a future flight ticket number and their Facebook responses only mention delays in processing refunds. My booking number with Kiwi is Booking #[redacted] [redacted] [redacted], and my multi-airline trip from Toronto, Canada to Alicante, Spain involved WestJet, Ryanair, Norwegian, and Air Canada. So far, I have only received a voucher from Air Canada, with no refunds from the other airlines. The total cost of my ticket was over $[redacted]. I appreciate any advice on how to proceed with getting my refund. Thank you.

I purchased a ticket from kiwi.com with booking reference [redacted] [redacted] [redacted]. I received an email today informing me that my flight from Shiraz to London has been canceled. Kiwi.com has provided options for a change or refund. To change my ticket, they are requesting an additional €[redacted], which would bring the total to around £[redacted]. I find it unreasonable to pay this much extra, as I originally paid £[redacted] for my ticket. If I wanted to spend that amount, I could have booked with Qatar Airways for better service instead of Turkish Airlines. The refund option is also available, but I am reluctant to wait for three months to receive it. This level of service is unacceptable to me. I require my ticket to be changed without any additional cost, or I demand a prompt full refund of my money to explore booking with another airline. Thank you.

Bonjour Monsieur/Madame, Je vous contacte concernant ma récente réservation de billets d'avion via votre site. Malheureusement, la destination est désormais sur la liste rouge. En tant qu'étudiante, manquer des cours n'est pas envisageable. J'aimerais solliciter un remboursement de mes billets si cela est faisable. Cordialement, P. Montero

On November *th, ****, I made a flight booking to Vietnam for December *th, ****. Due to Covid-**, the Government of Vietnam imposed travel restrictions, leading me to cancel my flight. Here are the details of my booking: *Invoice No. ****-*********, Date of issue: ****.**.****, Booking ID: *********. I promptly notified you of the restrictions the next day and according to the policy, I should receive a refund without any deductions. I kindly request the refund to be processed back to the credit card used for payment. Thank you. Regards, Zmarai K.

Hello, I purchased a Gulf Air flight through Kiwi.com with reference number GQITBV. We intended to book a direct flight to Bahrain but mistakenly booked a transit flight from Karachi to Bahrain then Dubai. We would like to change it to a direct flight to Bahrain. Can you provide the necessary information about the flight details and assist us with the changes? Thank you.

I drove three hours from Wenatchee, Washington to Seattle for this flight to visit my family after almost two years. I missed my boarding announcement while at a cafe near my gate and now can't afford a new ticket. American Airlines is asking for nearly $[redacted], and I only have $20 left from breakfast this morning. I'm desperate to board the next flight to Dallas, please assist me.

I need assistance with our booking #[redacted] [redacted] [redacted]. We found out just an hour after booking that we can't leave on Sunday morning as planned. Due to an unexpected event, we can't take the 9:49 flight on April 4th, but we can depart later in the afternoon. We're willing to pay the difference for the change, as most sites have a 24-hour cancellation policy. We hope to modify our booking without having to pay full price. We hope Kiwi.com can assist us, as we want to share a positive experience. We realized our mistake within minutes of booking and are sincerely asking for your help. It's been a while since we had a vacation, and without assistance, we won't be able to afford another ticket. Please consider our situation and help us. Thank you.

I am reaching out regarding my parents' refund for air tickets purchased through KIWI last year. Unfortunately, their trips were canceled due to COVID-19. Here are the booking details: Booking Number: [redacted] Flight no: FD516 Thai AirAsia 7Apr2020 departing HKG 10:35, arriving Chiang Mai 12:25 Flight no: FD504 Thai AirAsia 15Apr2020 departing Bangkok 15:35, arriving HKG 19:20 Passenger Name: MS Tang Shuk Chong MR Lam Yat Ming My parents, not being tech-savvy, had a friend who is a KIWI member buy the tickets for them. Unfortunately, we have lost contact with that friend and are still waiting for the refund from KIWI. I attempted to check the refund status on KIWI.COM but was unsuccessful due to the booking reference not being found under my or my parents' name. The website also lacks contact information for customer service. I would appreciate it if you could provide an update on the refund progress. Thank you for your assistance.

I received an email informing me that my crate subscription would be renewed on March 8th. On March 7th, I canceled the subscription box as it didn't suit my grandson's abilities. Despite canceling before the renewal date, I was still charged for the subscription on my credit card. The first charge of $89.56 on March 7th was for the gifted crate that I had canceled, and my grandson had already received the Treasure Hunt Chilly. The second charge of $95.98 on March 8th was for the tinker crate, and he received the Air Cannon project, which he enjoyed. I would like a refund for the Gifted Subscription renewal as I canceled it. I'm willing to pay for the box he received but do not want any more crates from the gifted series. Additionally, I'm happy to pay for the Chilly Box as he has already completed the project. The box and book were underwhelming, but he liked the cannon project. Please assist in resolving this charge. Thank you for your help. Carol J.

Good evening, Hello, I am contacting you again to request a refund for the following flight reservations: 1. Reservation: 65 [redacted] [redacted] - Flight LA2094 with LATAM Peru - From: AREQUIPA to CUSCO 2. Reservation: 65 [redacted] [redacted] - Flight H25105 with Sky Airline - From: LIMA to AREQUIPA I first submitted these refund requests on 04/06/[redacted] and have not received any updates since then. I am eager to know the status of my requests and when this issue will be resolved. Please provide a contact number for further assistance. Thank you.

Dear Kiwi, I wanted to express my gratitude for arranging my wife's and my honeymoon trip to Argentina. Unfortunately, we had to cut short our journey due to sudden illness. Medical staff at the airport advised us that my wife was unfit to travel due to low blood pressure and weakness. We never expected such a turn of events, leading us to miss the subsequent flights of our trip. At the time of booking, we couldn't afford cancellation insurance due to financial constraints exacerbated by the pandemic. If we were to purchase the insurance now, could you please consider crediting us for the missed flights and baggage fees? We regret disappointing our family in Argentina and acknowledge that your company is not obligated to assist us. We hope for your understanding as valued customers and await your response. Our booking was placed under number [redacted] [redacted] [redacted]. Thank you for your attention to this matter. Best regards, M. Greenacre

Dear Kiwi, I wanted to thank you for arranging our honeymoon trip back to Argentina. Unfortunately, we had to cut our journey short due to my wife's sudden illness. The airport medical staff advised that she was too unwell to travel, with low blood pressure and weakness. It was unexpected, and we were unable to purchase cancellation insurance due to tight finances during the pandemic. We never anticipated missing the following flights and incurring baggage costs. We know you are not obligated to help, but we hope you might consider a credit for the missed flights. Our booking number is [redacted] [redacted] [redacted]. We apologize to our family in Argentina. Your understanding as a valued customer would mean a lot. Thank you for your time. Best regards, M.G.

I have a reservation booking with ID [redacted]-[redacted]-[redacted] and invoice 2[redacted] from September 2, [redacted] for an Easyjet flight from Milan to Paris. The carrier reservation number is #K1TFV5T. Unfortunately, this reservation is not showing up in my bookings. After speaking with a chat agent, they advised me to contact the Kiwi help desk. I am reaching out to request that Kiwi adds this flight reservation to my bookings so that I can proceed with making changes. It has been 3 days now, and despite my efforts, the issue persists. I kindly ask for Kiwi to address this matter promptly.

I recently made a flight reservation from Phuket to London with a layover in Hong Kong. However, Kiwi neglected to mention that a Hong Kong passport was needed to enter the airport for the connecting flight, which resulted in me missing my flight. While my colleagues received prompt refunds within days, I have been waiting for a refund for a year. It has been incredibly challenging to file a complaint or request a refund with Kiwi, as they have been unresponsive to my numerous refund requests. They no longer accept calls with my booking number or respond to my emails. I am extremely frustrated with this situation and demand a clear explanation and refund resolution.

Hello, good morning. I have sent several messages already. I booked a ticket from Spain for Marcos Alberto Sabalza with the passport number [redacted]0N, phone [redacted]83, zip code [redacted], booking date 15/03/[redacted]. The itinerary is Buenos Aires - Madrid - Seville, with the flight on 03/04/[redacted]. The travel agency details are D-E 99BRNO ytour oper. Due to an incorrect Hotmail address, I cannot retrieve the ticket. Even though I have been charged, the ticket will be unusable if we don't resolve this issue. The destination is from Buenos Aires, Argentina to Seville, Spain. The incorrect Hotmail is [redacted] I haven't received any information about the flight, and as the flight date approaches, I don't have a way to amend this. Could you change it to this other email [redacted]? If you could fix this with some time to spare, as I can't get a refund or a new ticket. Please help. Thank you.

Hello, I would like to inquire about the status of my reservation refund. I had booked a flight from Nantes to Adana for departure on 24/12/[redacted] and return on 06/01/[redacted]. The flight was canceled without any notification. An alternative flight was suggested but unfortunately, it did not work out. We had to make two trips to the airport, which is not conveniently located for us, especially with 3 young children. You had confirmed a refund within 3 months, but we have not received anything yet. That's why I wanted to know the status of my refund. The reservation number is: [redacted]92 under the name of Mr. C Ibrahim. Hoping for a prompt response, thank you for your understanding. Note: I have been unable to reach you via your website or phone.