Kiwi.com Customer Service Issues

Today, I attempted to book a flight on the Kiwi website. After trying to make a payment, the website indicated that the payment would not be accepted. However, the money was still deducted from my bank account. I did not receive any booking number, flight number, or confirmation. I am seeking a refund as I did not secure a flight. I have tried to reach out to them without success as there is no listed telephone number on the website. I have researched the company and discovered negative feedback, leading me to seek advice from the police on managing this situation. I am following their guidance and attempting to resolve the issue, but reaching the company has proven difficult. I am now considering involving my lawyer.

I booked flight tickets through kiwi.com. I received a message a few days later that on my trip from Kyiv to Naples (Ryanair) - Naples to Nantes (Volotea), the flight with Volotea was canceled. It's impossible to reach kiwi as they don't provide phone numbers, only social media contacts. For days, I've been emailing them to request the booking number and contact information for direct communication with the carrier to ask for a refund. We wanted to use the part of the trip from Kyiv to Naples (which is not canceled and won't be refunded according to kiwi's website). No response yet. Please help. Thank you.

Hello, My name is Aaron Herman and our booking number is [redacted]93. My family and I had a flight scheduled from Chiang Mai to Phuket with a layover in Bangkok on July 13th. Our original plan was to depart Chiang Mai at 14:10, arrive in Bangkok at 15:25, and then depart from Bangkok at 18:30 to reach Phuket by 19:50. Today, our 18:30 connecting flight from Bangkok to Phuket was canceled. Instead, they rescheduled us for a 10:30 flight on the same day, but without changing our initial flight time from Chiang Mai. This means our connecting flight departs 4 hours before our flight from Chiang Mai even arrives in Bangkok. If the flight is indeed canceled, that's understandable; however, I kindly request a more suitable rebooking to align with our travel plans. One suggestion is to consider moving us to a flight from Chiang Mai to Bangkok on July 12th, followed by the rescheduled 10:30 flight to Phuket on July 13th. I urge for a prompt resolution to this issue. For further assistance, you can contact me at +66 [redacted]43. Thank you, Aaron Herman

I had to pay for checked luggage at the airport, even though it was included in my ticket booked through kiwi.com. After contacting the airline myself, Pegasus confirmed a refund for two segments totaling just over [redacted] euros on March 28. I have shared all the confirmation emails with Kiwi. According to their policy, Kiwi should transfer the refund promptly upon receiving it from the airline. They also commit to resolving any issues within three months. It's been 3.5 months since the payment, and Kiwi is not responding to messages and cannot be reached by phone. My credit card used for the ticket payment was stolen, so I've asked Kiwi to transfer the refund to a different account, but there has been no progress on that front either.

Hello, On September 4th, we were supposed to travel from Bratislava (DX3) to Nantes (NTE) with tickets purchased through kiwi.com, to be operated by Volotea. Due to the COVID-19 pandemic, the trip was cancelled, leading us to seek an alternative. I submitted a refund request on your website on August 19, [redacted], with an initial indication of a maximum 3-month processing time. Exactly 3 months later, on November 18, [redacted], I received an email apologizing for a delay in the refund process. It has now been over 8 months since my refund request, and I have yet to receive any updates. Despite checking regularly on kiwi.com, the refund status remains stuck at "waiting for the carrier's response." According to regulations (EC) No [redacted]/[redacted], I am entitled to a full refund. I kindly request the refund to be processed promptly. Otherwise, I will be compelled to seek legal action to protect my rights. Thank you for your attention. Best regards, Nina A. Booking Reference: [redacted] [redacted] [redacted]

Hello, I recently made a booking with Air Asia for a flight from New Delhi to Kolkata on May 30, [redacted], using the kiwi.com booking number [redacted] [redacted] [redacted]. Unfortunately, the flight got canceled for operational reasons. I requested a full refund, which Air Asia has already processed to Mystifly Consulting. Mystifly Consulting confirmed receiving the payment from Air Asia, but they are waiting for instructions from kiwi.com. I need to get in touch with kiwi.com to request them to contact Mystifly Consulting promptly for the refund. Once kiwi.com receives the funds, I anticipate the money to be transferred to my bank account. Kindly assist me in this matter. Thank you. Sincerely, S.

I recently discovered that UK nationals are currently not allowed to enter America, but this was not communicated to me when I booked my flight back in February/March. I would like to switch my flight to one on August 20th that goes to Madrid, which I found through Kiwi. The flight numbers are FR5998 and E9857, and it is cheaper than my original booking. I feel that I was misinformed about my current flight and had to purchase an additional itinerary change unnecessarily. I kindly request to be transferred to this new flight at no extra cost. If this is not possible, I will seek assistance from the financial ombudsman.

Hi Kiwi, I booked 3 flight tickets on 03 Jul [redacted] with booking number [redacted]96. Unfortunately, Wizz Air changed my itinerary three days later, delaying my flight from TLV to HER by 5 hours and 10 minutes, causing me to miss my connection to France. The original flight from TLV to HER on Tue, 20 Jul [redacted] at 13:40 was rescheduled by Wizz Air to depart at 18:50. As a result, I had to purchase a new ticket to Crete to catch my flight to Marseille with Air France. I'm seeking your assistance in obtaining a refund from Wizz Air for the disrupted flight from TLV to HER. Thank you, M.C.

Dear Sir/Madam, I would like you to reach out to me via email at [redacted] I am contacting you to inquire about the status of my refund for reservation number [redacted]88. This reservation pertains to a trip from Nantes to Cotonou via Istanbul scheduled for July 5th, and then from Cotonou to Stuttgart via Paris scheduled for July 20th/21st. The change in Turkish Airlines flight TK561 (advanced by 55 minutes) prevented me from making the connection on the outbound journey. You then offered alternative, rather absurd itinerary options like Nantes-Istanbul-Tel Aviv-Addis Ababa/Lome-Cotonou for around [redacted]€ on top of the [redacted].90€... I declined as the travel did not align with the correct day (Tuesday, July 6 instead of Monday, July 5) and due to the challenging health conditions requiring various precautions in multiple countries being traversed. Moreover, the Air France flight Cotonou COO-Paris CDG was not even booked with Air France! I discovered this on my own: I was charged for a flight that was not reserved. I was traveling for a student work week assignment and have attached a letter from the organization I was supposed to visit: Holland GreenTech. I am requesting a full refund of my itinerary totaling [redacted].90€ for the following reasons: - Inconsistency of the proposed itineraries following the cancellation of Turkish Airlines flight (arrival date + travel through 5 different countries during Covid times + price) - Failure to book the Air France AF805 flight for Tuesday, July 20th Attached you will find: - Mission letter from Holland GreenTech - Refund request letter from Holland GreenTech - My student ID card Best regards, Thibault Piquet Glotin

I have been attempting to reach Kiwi for days with no success. The provided contact numbers are not working, and the website support is unhelpful. I booked a flight from Ukraine to India through Kiwi, but I have not received my ticket, confirmation, or PNR number even after 24 hours. My flight is scheduled in two days, and when I contacted Etihad Airways, they could not find any booking under my name. However, Kiwi has already deducted money from my bank account. I urgently need assistance as I have been unable to reach them through various channels like Twitter, Instagram, email, and the Play Store. I require an updated ticket with the PNR details and proper confirmation promptly to apply for my transit visa. This is necessary for me to board my flight on time.

Dear Sir or Madam, On 05/15/[redacted], I purchased a flight from Paris to Santorini with a layover in Rome for 07/20/[redacted] on your website. Since then, there have been numerous changes to our outbound flight, leading me to question your commitment to getting us to Santorini under the best conditions: - On 05/20/[redacted], the layover location was changed to Bari instead of Rome, with the layover time increasing from 2 to 24 hours. - On 07/01/[redacted], our Bari-Santorini flight was canceled. The alternatives offered by your agency come with additional costs ranging from [redacted] to [redacted] euros per person. For these reasons, I am now requesting a full refund of the amount paid on 05/15/[redacted], [redacted].63 euros for the outbound flight. According to Article L.[redacted]-14, III, 2 of the tourism code, in the event of a flight cancellation, the travel agency is required to refund all payments within 14 days. Please do not credit this refund to the account used for payment, as I have since changed banks. The new account's IBAN is FR76 1[redacted] 6[redacted] [redacted] [redacted], corresponding to the new card linked to my kiwi account. It has been 20 days since I submitted a query through the "customer service" platform. I am currently considering sending a formal notice via registered post. Yours sincerely, Louis Pointreau

Bonjour, Malgré nos relances antérieures, nous n'avons pas reçu de nouvelles ni obtenu le remboursement pour notre voyage de retour de Karpathos à Venise, puis de Venise à Paris le 30 Septembre. Le délai standard de remboursement est de 6 semaines, et aujourd'hui nous sommes le 19 juillet [redacted]. Nous avons effectué des achats supplémentaires de billets d'avion pour assurer notre trajet vers Paris après l'annulation des vols, et nous avons engagé des démarches légales pour obtenir le remboursement dans un délai de 15 jours. Nous aimerions éviter les réponses standard indiquant que le remboursement est en attente auprès des transporteurs, car nous avons effectué notre réservation via Kiwi et non directement avec les compagnies aériennes concernées. Nous vous remercions pour votre attention. Cordialement, MC N° de réservation: [redacted] [redacted] [redacted]

Dear Sir or Madam, I booked a flight from Clermont Ferrand (63) to Stockholm, Sweden from May 7, [redacted], to May 10, [redacted] through Kiwi.com with the reservation number kiwi.com [redacted]88 and booking number (PNR) RR3WSJU. Due to the impact of the Covid-19 pandemic, this flight was canceled, and I am still waiting for a full refund. Despite being informed of a 3-month refund timeframe, it has now been 14 months with no reimbursement. It appears that you are refusing to refund my tickets. I would like to remind you that European regulations (Regulation EC No. [redacted]/[redacted]) require airlines to offer passengers a choice regarding refund methods. By not offering a cash refund, your company is in violation of these regulations. I am formally requesting that you proceed with refunding my ticket in cash. If I do not receive a favorable response from you within ONE month, I will be forced to take legal action and notify the appropriate authorities responsible for enforcing Regulation EC No. [redacted]/[redacted]. Please be assured of my sincere regards. Jacques F.

Hello, Despite our various follow-ups, we have not heard back from you, and we still have not been refunded for the return trip from Karpathos to Venice, Venice to Paris on September 30th (see booking references below). I remind you that the refund period is 6 weeks, and today is July 19, [redacted]! Your last message was "awaiting refund from the carrier." We have waited too long for this refund: the extra 20 euros we paid was supposed to expedite the processing of our case! We were not informed about the cancellation of these flights except by the Karpathos airport, which informed us that there were no flights to Italy on September 30th. We had to buy other tickets Karpathos-Athens, Athens-Paris for September 30th because we needed to be in Paris by October 1st. Legal proceedings have been initiated with the authorities to force you to refund us within 15 days. These will be canceled immediately upon receipt of the refund. Please refrain from responding with "awaiting refund from carriers" as we contacted them, and they stated that you are responsible for refund requests. We booked this trip through Kiwi, not the involved airlines: Volotea and Easyjet! Please do not respond with a templated email! Kind regards, Mme C. Booking Number: [redacted] [redacted] [redacted]

Booking Number: [redacted]63 Name: Christian Baliko I purchased a ticket from Vienna to Brisbane with layovers in Zurich, Singapore, and New Zealand. Unfortunately, during my layover in Zurich, I was not allowed to board the flight to Singapore by authorities and Singapore Airlines agents. Due to restrictions in New Zealand, I had to buy a new ticket to return to Vienna and another ticket to Brisbane with a different airline. Selling tickets for flights that cannot be taken due to travel restrictions is concerning, as highlighted by the Australian government. I am requesting a partial refund for the ticket and the inconveniences I faced. I have attached the email of the Singapore airline agent who was involved in preventing my boarding for reference. Refunds should be processed back to my original payment method. Thank you, Christian Baliko

I encountered a troubling experience during my recent trip with Booking Number 1 4 8 7 8 3 0 6 3. I was scheduled to fly from Vienna to Brisbane with stops in Zurich, Singapore, and New Zealand. Unfortunately, during my layover in Zurich, I was denied boarding for my connection to Singapore due to restrictions in New Zealand. This led to unexpected expenses as I had to purchase a new ticket to Vienna and then another one back to Brisbane with a different airline. The situation raises concerns about the legitimacy of selling tickets for flights that are not feasible under current travel restrictions. I am seeking a partial refund for the inconveniences faced and would appreciate a resolution to this matter. I have provided the contact information of the Singapore Airlines agent involved in the incident for reference. I kindly request that any refunds be processed back to the original payment method used for the ticket.

Kiwi.com has not resolved our issue. We are seeking a refund! Hello, Despite our numerous follow-ups, we still have no updates from you and have not received a refund for our return journey from Karpathos to Venice, Venice to Paris on September 30 (see booking references below). I want to emphasize that the reimbursement timeframe is 6 weeks, and today is July 23, [redacted]!!! Your most recent communication stated "awaiting reimbursement from the carrier." We have been kept waiting excessively for this refund. We paid an additional 20 euros for expedited processing as promised!! We were not informed about the flight cancellations except by Karpathos airport, which informed us there were no flights to Italy on September 30. As we needed to be in Paris before October 1, we had to purchase alternative tickets: Karpathos-Athens, Athens-Paris for September 30. Legal actions have been initiated to compel you to refund us within 15 days. They will be immediately withdrawn upon receiving the refund. Please refrain from responding with "awaiting reimbursement from carriers." When contacted, they stated that refund requests are your responsibility. Additionally, we booked through Kiwi, not the concerned airlines: Volotea and Easyjet!!! Please avoid sending a response in the format below!!!! Best regards, Mrs. C. Reservation number: [redacted] [redacted] [redacted]

I noticed an error in my itinerary after receiving the confirmation email. I promptly tried to contact customer support by phone to rectify the mistake, but due to a high call volume and my flight being more than seven days away, I was unable to reach anyone. When attempting to change the dates online, I discovered it would incur a charge for a new flight. Even contacting Frontier Airlines directly resulted in no response. Resorting to requesting a refund, I was surprised to find that I had to agree to volunteer for a cancellation in order to proceed. Finally, on 7/26/[redacted], Frontier Airlines resolved the issue, advising me to inform you to prevent any cancellation of my flight through your agency and to cancel the refund claim. I have already left a message detailing the situation but would appreciate someone reaching out to me. Thank you.

Hello, I am reaching out regarding the plane tickets we purchased last year through your platform. Kiwi reservation number: [redacted]9 When the flights were cancelled due to Covid, I contacted you for a refund. You advised me to go through the airlines, which I did. Corsair issued us vouchers that we used in September [redacted]. However, we are having an issue with French Bee. They also issued us vouchers with the following numbers: [redacted]2 2 and [redacted]13 3. Since we won't be using them, I requested a refund from French Bee, but they informed me that the vouchers were suspended due to non-payment by kiwi.com. They asked me to contact you. However, the payment was debited from us to your account. Please kindly get in touch with me to resolve this issue dating back over a year and process the refund for the French Bee flight, amounting to [redacted].45 euros for me and [redacted].45 euros for my husband Mr. C., totaling [redacted].90 euros. I am available for any further information. Thank you in advance for your response. Best regards, Jessica C.

I am concerned about my upcoming trip with Aegean Air booked through United Airlines. The booking number is [redacted]. United Airlines states that the flight numbers for my Athens-Sofia and Sofia-Athens flights on Sept 5 and Sept 9 are incorrect, which worries me. I intended to inquire about checked baggage but now worry due to the confusion about the flight numbers. Can you confirm the correct flight numbers and reassure me about this round-trip journey? I attempted to call but was told to wait closer to the flight date. This delay is unsettling. Please reply soon.