Kiwi.com Customer Service Issues

Hello, I purchased a round-trip flight ticket to Morocco last year with Reservation Nr. [redacted]01. The price was 2,[redacted] DKK. I was scheduled to travel to Tangier from Copenhagen on 30.03.[redacted] at 08:40 am, but unfortunately, my trip was canceled due to the Corona-Pandemic. I received an SMS from Kiwi and Ryair notifying me of the cancellation. Kiwi offered me alternative travel options, but I opted for a refund instead. I submitted my refund request on 2nd of April [redacted] with my reservation number [redacted]01, and I received confirmation emails on 16.09.[redacted]. However, I have not received the refund from Kiwi yet. I have been waiting for over a year with no resolution. Please process the refund to my account promptly, or I will have to escalate the issue to the Danish Consumer Council. Best Regards, Jam S. G.

We booked a flight in December [redacted] through kiwi.com. After missing our connection, we reached out to customer service. Despite difficulties, we were able to speak with them via phone and email initially. We were instructed to purchase a new flight and submit the receipt for a refund. Following numerous emails and calls, we were informed of delays in processing refunds due to the pandemic. In April, an automated response indicated a change in contact methods to their website portal. Reaching out through the portal only resulted in more automated messages. The current customer service experience is lacking. We seek guidance on obtaining our confirmed refund and establishing communication with them. Any assistance would be appreciated.

We booked a flight to Italy through Kiwi.com over a year ago (Booking #: [redacted]). There were 4 passengers, including an infant, and sought a refund due to Covid-19. After a partial refund of $[redacted] for Mr. Franco Nero, we are still missing $1,[redacted].43 for Charlotte Wender and Sarah O'Connor. Despite being informed that the airline had sent the full refund, Kiwi.com has not processed it. The lack of communication and support is frustrating. While we wait for the refund, we are considering legal action if necessary. Contact me at [redacted] in the CST timezone.

Due to the Covid-19 pandemic, my flights were canceled by the airlines. Despite waiting for a year for a refund, Kiwi.com has refused to credit me back even though the flight cancellations were not my fault. While I successfully received a refund from Orbitz.com promptly for a canceled flight I booked through them, Kiwi.com has been unresponsive to my emails and attempts to contact them. The airlines have confirmed the refund to Kiwi.com, making it problematic for them to withhold the money. I have taken steps to address this issue by filing a complaint with the BBB due to the lack of response and assistance from Kiwi.com. It is frustrating to see numerous other customers facing similar challenges. My primary goal is to get my refund, with interest as per the card company charges, totaling $[redacted].00.

Dear Sir/Madam, I am writing to address an issue with a flight I booked on Sunday, 25th April [redacted], under booking number [redacted] [redacted] [redacted]. I made the booking on Saturday, 24th April [redacted]. When I arrived at the airport, I was informed that due to a new rule, only Doha residents could have a transit stop in Doha, preventing me from traveling. This rule was not communicated to me when I purchased the ticket, causing significant inconvenience, stress, and financial burden. I had urgent family matters in Austria prompting my travel and had to book a last-minute flight with another airline at a high cost. My lawyer advised me to seek compensation for the [redacted] Euros spent on the original ticket and the [redacted] Euros for the new ticket due to the distress this situation caused. I am disappointed by the lack of communication and support from your staff and the impact it had on me. I request a full refund of [redacted] Euros to cover the expenses incurred. I anticipate a prompt response. Regards, Rohed S.

I purchased flight tickets from Kiwi.com and received an e-ticket with booking number [redacted] [redacted] [redacted]. Unfortunately, on the day of my travel (25 July [redacted]), I was unable to check in using the ticket. Qantas informed me that Kiwi had not paid for my flight. After reaching out to Kiwi's customer support without a resolution, I had to purchase new tickets at the airport. Kiwi assured me a prompt refund on the same day and stated they would prioritize my case. However, they subsequently notified me that I might have to wait up to 3 months for an investigation into the check-in issue. Despite waiting for over 6 months, they continue to ask for more time, and the lack of progress is frustrating. Communication with them has been challenging.

I made a flight reservation with Kiwi.com on 2/20/[redacted] and paid €[redacted].84. However, I was mistakenly charged $[redacted].75 instead of $[redacted].67 due to an incorrect conversion rate. I only noticed the error after receiving a refund for the flight (due to COVID) and comparing it with the correct conversion rate from Ryanair. I kindly request a refund of $93.08, which is the excess amount I was charged by Kiwi.com. The refund should be processed by Kiwi.com and not Ryanair, as the error occurred on Kiwi.com's end. The reservation was made under PNR# YVJM8B by the person with the email address [redacted]

Although I paid an extra 20 € for the speedy handling of the refund request, I only received it 9 weeks later after I had urged them to either credit it with Kiwi (which I can't use due to poor service quality) or to get a cash refund. The Euro refund amount was lower than both the actual flight cost and the credit. After contacting the involved airlines (Pegasus, QatarAiR), I found out that they had already refunded the full amount. Kiwi offered me almost [redacted] € less, and the 20 € I paid for quicker processing, which didn't happen, were not refunded either. I expect a swift refund of the 20 € to my account, along with the [redacted].15 €, as I doubt they are honest enough to refund me the full amount that the airlines have already sent. Freya C.

I bought a ticket through Kiwi to go to Hungary but was directed to Portugal at the airport. The booking number [redacted]37 confirmation I brought clearly indicated Hungary as my destination. However, Lufthansa's system showed Portugal as my final stop, resulting in the airline refusing to let me board. They gave me a copy of the flight itinerary from their system, which differed from my original booking printout. I ended up having to purchase a new flight a few days later at my own expense. This error was not on my part, and I am seeking a refund from Kiwi.com for their mistake.

I have purchased flight tickets through Kiwi with booking number [redacted]90. We are currently in Sri Lanka with three upcoming flights: from Colombo to Male (Maldives) on 31.5 (flight number UL101), from Male to Abu Dhabi on 5.6 (flight number EY279), and from Abu Dhabi to Tel Aviv on 6.6 (Flight number 5W7085, delayed for 49 hours, now scheduled for 8.6). Due to new Maldives restrictions related to Covid-19, tourists from Sri Lanka are not allowed to enter the Maldives, meaning we can't proceed with the flights. We kindly request the following: 1. Full refund for the Colombo to Male flight UL101 (likely to be canceled). 2. Full refund for the Abu Dhabi to Tel Aviv flight 5W7085 (due to the 49-hour delay). 3. Review refund options for the Male to Abu Dhabi flight; if not eligible for a full refund, request a voucher as per Etihad Airlines' COVID-19 terms. Awaiting your prompt response to plan our next steps. Sincerely, Y. Vilshanskiy S. Vilshanskiy

Hello, my name is Aelig J., and you can reach me at [redacted] My booking number is #[redacted]91 for a flight from Athens to Budapest on June 17, [redacted], with a layover in Zakynthos Island. The initial flight GQ422 from Athens to Zakynthos at 13:20 got cancelled by Sky Express. They rescheduled us for a morning flight QG420 at 9:50 for free. Our second flight from Zakynthos to Budapest with Wizz Air at 16:45 remains unchanged. I am wondering if your website has updated my itinerary with this flight change. Thank you, Aelig.

I am David Roberts, and I had a booking for a return trip to Australia & England planned for Easter [redacted]. Unfortunately, due to Covid-19, the trip was canceled. I reached out to you to assist with obtaining refunds or credits from the airlines, and for the most part, you have successfully done so. However, I urgently require the credit document for the Qantas flight from LA to Brisbane, as Qantas has informed me they cannot provide it directly. I kindly ask that you supply me with a copy of the credit and its value, as I need it to make a new booking for this route. Qantas has made it clear that I should not contact them directly, and I am relying on your assistance in obtaining this crucial document. Thank you for your prompt attention to this matter. Regards, David Roberts.

I made a reservation through the app but couldn't change my baggage option or add travel insurance. Due to a change in my plans, I'm unsure how to proceed. I've paid for my ticket already using booking number [redacted]08. The system prompts me to view alternatives, and I'm confused whether I need to pay the full amount displayed or just the difference. This trip is crucial, and I can't afford any mistakes. Your assistance is highly appreciated. Have a great day.

Dear Kiwi Agency, I noticed a discrepancy in my wife's name on the ticket provided by your employee. The name shows as Safaa Saffa instead of Basis Safaa, as listed. This error caused several issues for us. We were unable to check-in or contact Ryanair using the name on the ticket. We were also surprised by the need to pay an additional 20 Euros for a bag, which was not initially disclosed. After attempts to correct her name, we were informed it would cost $[redacted] plus the bag fee, totaling $[redacted] for a one-way flight. This resulted in my wife facing flight anxiety, requiring me to provide medication to ease her fear due to the seating arrangement. The experience has been stressful and disappointing, impacting our vacation negatively. We are seeking a refund of $[redacted] to address the inconvenience caused. Your prompt attention to this matter is appreciated. Sincerely, Fuad Basis Flight Number: FR4103 - Ryanair Booking Number: [redacted]

I am writing to address issues with the COVID swab test results not being available before our scheduled flight on Tuesday, July 20, [redacted]. We are looking to adjust our departure date to Thursday, July 22, [redacted], or any other Thursday flight, to ensure we have ample time to obtain our COVID-19 test results prior to flying. Our flight details are as follows: Booking Number [redacted] [redacted] [redacted], passengers listed are Anthony Lowe, Kislen Lowe, and Stephanie Shane Lowe. The flights are from Dumaguete, Philippines, to Sydney, Australia. Your prompt assistance with providing us options would be greatly appreciated. Thank you for your attention to this matter. - Anthony Lowe

I have an issue with the COVID swab test results possibly not being ready before my flight on July 20, [redacted]. I would like to change my departure date to July 22, [redacted], or to any Thursday flight to ensure I receive the results in time. The booking number for my flight is [redacted] [redacted] [redacted], and the passengers are Anthony Lowe, Kislen Lowe, and Stephanie Shane Lowe. Our flight is from Dumaguete (Philippines) to Sydney (Australia). I would appreciate any help or advice on the available options. Thank you, Anthony Lowe.

Dear Sir/Madam, We are facing an issue with the COVID swab test results not being available before our scheduled flight on Tuesday, July 20, [redacted]. We urgently need to modify our departure date to Thursday, July 22, [redacted], or any other Thursday flight, to ensure we receive the COVID-19 swab test results in time for our journey. Our flight information is as follows: Booking Number [redacted] [redacted] [redacted], passengers Anthony Lowe, Kislen Lowe, and Stephanie Shane Lowe. The flights are from Dumaguete (Philippines) to Sydney (Australia). Kindly assist us with the available alternatives. Thank you, Anthony Lowe.

Hello, I am writing to discuss an issue I encountered with a flight booked through Kiwi. Following a cancellation, I had to alter my itinerary and incurred extra costs. Now, due to changes in Covid-19 regulations affecting my travel plans, I am unable to go to my intended destination. Originally scheduled to fly on Tuesday, the 15th, I could have secured the required Covid test at the time. However, with the new requirements for traveling to Spain, I now face a challenge as I am flying on Monday, the 14th, and arriving on Tuesday, the 15th, making it logistically impossible to meet the 72-hour testing window. The lab where I had an appointment for testing does not operate over the weekend, preventing me from obtaining the necessary test in time. Given these circumstances, I kindly request a refund for my ticket. The inability to meet the new travel requirements was not a concern prior to the initial flight cancellation by Kiwi. I appreciate your attention to this matter and look forward to your prompt response. Sincerely, Rafael R. Booking Number: #[redacted] [redacted] [redacted]

I requested a refund for my Ryanair flight from Dublin to Manchester, and then from Manchester to Rome on December 18, [redacted] (booking [redacted]44). I followed all the instructions on the website but have not received any results. I have tried to find an Italian or Irish contact number, but it has been impossible. As a frequent flyer, this situation is new to me. I have successfully received refunds from Ryanair and Aerlingus for other tickets in the past. Please advise if I need to consider legal action against the company. Thank you, Simone G.

Hello, My name is Ferdinand Carlos, and I requested a refund for my booking due to flight changes by Cathay Pacific Airways. I visited the Cathay Pacific Office in Abu Dhabi, and they assured me that the full refund has been processed and sent to Kiwi.com. However, my Kiwi.com app still shows that you are waiting on the carrier for the refund. This is concerning as Cathay Pacific Airlines confirmed that the refund was already sent back to you. I would appreciate an update on when I can expect to receive my refund. Thank you.