Kiwi.com Customer Service Issues

I recently made a booking for my return flight from Jamaica to Baltimore, scheduled for August 11. However, upon receiving my confirmation, I noticed that all the documents mentioned Montego Bay to Washington DC, two different locations in the DMV area. I promptly contacted the airline to cancel the flight. While the flight was successfully canceled, the luggage fees, which were purchased through Kiwi.com, were not refunded. I have been reaching out to Kiwi.com through calls and emails to resolve this matter and receive a refund totaling $[redacted].99 for the flight and $[redacted] for the baggage charge. Frontier has confirmed the flight cancellation and refund, but as the transaction was made through Kiwi.com, I am awaiting their response to process the refund. Despite addressing this on August 11th, I am still waiting to hear back from Kiwi.com regarding the issue.

Hello, I need assistance with my booking under reference number [redacted]01. Unfortunately, I have been facing issues accessing your customer services and help options as the pages appear blank. An error occurred in my itinerary - while I booked a flight for August 18, the email confirmation I received indicated October 18. I have been attempting to rectify this discrepancy since receiving the confirmation, to no avail due to the inaccessible pages. I kindly request to travel on the original intended date of August 18, [redacted], which is just two days away. Surprisingly, when I checked, the ticket for August 18 is still available despite the confirmation showing October. Given my unsuccessful attempts to contact you, I am reaching out through this message to urgently adjust the itinerary to reflect the correct date. Kindly update it to August 18, [redacted], and provide me with a phone number where I can reach customer support. Thank you for your prompt attention. Sincerely, M.

To whom it may concern, I am Imelda G. and I work as a maid in Lebanon. My contract is ending, and my residency has expired, requiring me to return to the Philippines, specifically Manila. I have a flight booked through Kiwi from Beirut to Manila on September 1st with booking number [redacted]12. Recently, I was informed that the flight from Malaysia to Manila has been canceled. The options given were to change the itinerary (with an additional cost) or receive a refund. Due to my circumstances, I am unable to alter my travel plans and would like to proceed with a full refund. Please contact me promptly with further information on the refund process as I need the funds for my upcoming journey. Warm regards, Imelda G.

Booking No. [redacted] [redacted] [redacted] Dear Kiwi team, In June, I utilized your services to book a flight for two from Berlin to France, but due to various issues at the destination (such as Covid-19, wildfires, and protests), I had to cancel the trip. Originally, the destination was Perpignan, but it was later changed to Montpellier. After canceling, your company reimbursed us €10, which is significantly less than 1% of the total amount paid (€1,[redacted].03 on June 21, [redacted]). However, we have not received any information regarding the outstanding balance or the reimbursement process. Could you please update us on the status of this reimbursement? The airlines involved are Ryanair, Air France, Transavia, and KLM. We are looking for a prompt and informative response on this matter. Thank you for your attention to this issue. Sincerely, DB

Booking Number: [redacted] [redacted] [redacted] Hello, I'm Rehan Sheikh. I arranged a trip with Lahore, Pakistan as my final stop, with connecting flights along the way. Regrettably, the flight from Lanarca to Abu Dhabi was canceled, disrupting my journey and preventing me from meeting my friends and family in Pakistan. Furthermore, I had crucial business commitments in Pakistan, resulting in significant financial losses. The cancellation has severely impacted my travel plans. I had also pre-booked a Fit To Fly PCR Test costing £80. I am requesting a full reimbursement for the canceled trip and additional compensation for the inconvenience caused, which has also affected my return flight. Kindly contact me via email at [redacted] to address this matter promptly. I am deeply disappointed by this experience and urge you to process the refund without delay.

Hello, I apologize, but my English skills are not sufficient to describe this problem. I have booked and paid for 4 flights through Kiwi.com. 2 times from Hamburg to Heraklion (Sky Express) on 05.09.21, and from HER to Milan with a layover in Milan to HAM (Ryan Air) on 25.09.21. So far, I have only received a booking confirmation. I have inquired with the helpdesk, but have not received any further information. I am scheduled to go on vacation in 2 weeks and nothing has happened. I was able to print the Smart-Pass for the transfer at the airport. Booking number [redacted]6. Flight number GQ [redacted] (??). I hope you can help me quickly. Thank you.

I, Smitha Parswanath, had booked three one-way tickets from Bengaluru (BLR) to Boston (BOS) for a travel date of 08/15/[redacted]. The passengers were Smitha Parswanath, Disha Jawali, and Ishant Jawali. The booking reference number is [redacted] [redacted] [redacted]. We were unable to travel to Boston as the Fly Dubai staff at Bangalore airport claimed our negative COVID-19 test results were invalid, despite being obtained 72 hours before departure. Consequently, we had to rebook our journey and travel to the USA the following day. This message serves as a request for a refund since we were denied boarding on the original date due to the Fly Dubai staff's refusal. I am willing to provide additional information if required. Thank you, Smitha

Estoy decepcionada con mi reserva del 24 de agosto de [redacted] bajo el número [redacted]05. A pesar de llegar a tiempo al aeropuerto de Hermosillo para mi vuelo con Aeroméxico a Ciudad de México, no pude hacer el check-in. La aerolínea argumentó que el pago no se procesó adecuadamente y, por ende, mi reserva hecha en línea a través de KIWI no podía ser confirmada. A pesar de asegurarme que no harían cargos a mi tarjeta de crédito, resulta que sí lo hicieron y aún así no me permitieron abordar. Necesito un reembolso debido a este error del sistema, ya que perdí mi vuelo y no resolvieron el problema en persona. Quiero que me devuelvan mi dinero por este malentendido y la falta de información por parte de su personal.

Dear Kiwi.com, I am reaching out regarding the email I received back in February for booking number [redacted] [redacted] [redacted]. I would like to know if there is a way to resubmit my refund request. I am becoming increasingly worried about the lack of communication or updates about my refund from Norwegian Air. I appreciate your efforts and understand the delays due to the high volume of requests, but I am eager to receive an update soon. Thank you for your time and assistance. Kind regards, Amber

Dear Sir/Madam, I made a booking on your website for three flights for seven passengers under the name Nang Kham Thi with booking number [redacted]90. The first flight is from Budapest to Santorini with Wizzair, the second is from Santorini to Athens with Ryanair, and the third is from Athens to Budapest with Ryanair. Although we successfully checked in for the first flight on August 27th, we encountered an issue with the second flight. We only received boarding passes for four passengers, resulting in us having to purchase three extra tickets at the check-in desk for [redacted].45 EUR. This left us feeling dissatisfied and inconvenienced, and we are requesting a refund for the additional tickets purchased. We also have concerns regarding the upcoming third flight on September 1st and would like reassurance that our check-in will proceed smoothly, or advice on how to address any potential issues at the check-in desk. Please reach out to me promptly, and we can provide the payment receipt for the additional tickets purchased. We await your prompt response. Best regards, Nang Kham Thi

I had a flight booking with KIWI.Com that was canceled. I reached out to the airline directly and received the following response regarding my refund request. Unfortunately, KIWI hasn't responded yet. Booking number: [redacted]01 Fee breakdown: Flight: €[redacted].00 Luggage: €37.50 Total: €[redacted].50 Email from Air Dolomiti Team Sales Center regarding my refund request for flight EN [redacted]: Dear Mr. Kern, Thank you for your message. Unfortunately, we couldn't locate your reservation in our system with the booking code provided (likely your Kiwi confirmation code). You are eligible for a full refund due to the flight cancellation. As your ticket was issued by Kiwi, you will need to contact Kiwi directly to process your refund. For any further assistance, feel free to reach out to us. Best regards, Federica Sales Center Air Dolomiti Spa Via Bembo 70 [redacted] Dossobuono di Villafranca (VR) Tel +39 [redacted] Tel +49 (0)89 [redacted]7 Skype: airdolomiti.info I kindly request help in resolving this matter. Thank you.

Subject: Refund Still Pending for Booking Number [redacted]87 I am writing to follow up on the refund for booking number [redacted]87. As of now, I am still owed £[redacted].93 from the total amount of £[redacted]. I made the payment using the same card on 4 March [redacted]. I have completed the Credit note voucher refund process and notified your team yesterday. I appreciate the previous refund of £[redacted].07 received on 21 April. However, I kindly request that the remaining balance of £[redacted].93 be processed at your earliest convenience. I have provided all necessary information for the refund to be made to my Barclaycard. Looking forward to your prompt assistance. Thank you, Partha Ray

Subject: Kiwi Booking Refund Inquiry Dear Customer Support, I am reaching out regarding my booking number, [redacted] [redacted] [redacted], and the refund request I submitted via email on July 11th, [redacted]. I encountered a situation where I had to pay a re-booking fee of [redacted] euros due to a flight cancellation towards Madeira the day before my trip. Despite receiving an automatic email confirming the receipt of my refund request on July 11th, I have not received any further communication from Kiwi. I have made several attempts to contact Kiwi, but the system seems to prevent my emails from going through successfully. Unfortunately, this lack of response has left me feeling disappointed and frustrated, as I am unable to find a resolution to this issue. I kindly request a prompt response and resolution to this matter at your earliest convenience. Looking forward to your assistance. Best regards, N. Lampitsi

I have to express my frustration with booking my most recent flight through Kiwi. This has been the worst booking experience I have encountered in over 25 years of booking flights for myself. The check-in process for my Ryan Air flight to Spain, managed by Kiwi, was chaotic. I was denied the option to check in myself, an important right as a passenger. Furthermore, the auto check-in process failed to assign seats together for my fiancé and me on all three of our booked flights, even though we made the reservations together. This separation was very unpleasant. Additionally, we encountered difficulties with our luggage allowances during the Ryan Air flights, despite having paid for one small bag each. This led to unexpected extra charges on both return flights. The overall experience with Kiwi was distressing, and I am hesitant to book with them again unless these issues are resolved and proper compensation is provided for the inconvenience we endured. Sincerely, O.D.

I am eager to book a flight with Kiwi.com to Faro for Sunday, 5/9. However, I have been dealing with a lingering issue with the Customer Service Team for the past 15 months. I have sent three messages to the Helpcenter in the last 48 hours but have not received any response. The refund I am owed amounts to about £[redacted], but I am willing to accept £[redacted] in Kiwi credit to resolve this matter. I provided Ref number [redacted]2 and requested the refund on 17/4/[redacted]. I am in urgent need of an update, as I am looking to book another trip soon. I am hoping for a prompt resolution and appreciate your assistance in this matter.

Hello, We are reaching out regarding issues with our recent flight. We were scheduled for a flight at 07:00 on 05/08/[redacted] from Paris to London (Flight VY [redacted] with Vueling), but there was a mistake with the departure airport. The ticket stated CDG (Charles de Gaulle) while the flight actually departed from Orly, causing us to miss the flight. Following this, the airline redirected us to another flight departing at 20:40 to Barcelona, then the next day to London, but no seats were reserved and we had to pay again to board that flight. Due to these delays, we missed our initial connection in London to Athens. Additionally, the London departure changed from 14:55 to 07:25 the day before, making it impossible for us to catch that flight with different arrival times and airports. We had to purchase another flight to Greece, along with losses for our Airbnb reservation, time wasted, and financial and emotional strain. Our losses due to these issues are: AirBnB: [redacted]€ Original Kiwi Flight: [redacted]€ Barcelona-London Flight: 20€ London-Athens Flight: [redacted]€ We are requesting compensation considering the circumstances and total refund for the additional costs and the two missed flights. We hope for a prompt positive response to this matter. Best regards, Mr Nicolas ROLFE Mr Antoine ROUGE

To Whom It May Concern, I am reaching out regarding my son, Christopher W., who made a flight reservation almost 12 months ago in late [redacted] with booking number [redacted]62. Unfortunately, the flight was canceled by the airline at the last minute, causing considerable stress and additional expenses for us to rearrange everything. Christopher had paid in full for the flights and even opted to pay an extra fee for insurance due to uncertainties related to Covid. However, after being asked to pay an additional fee to expedite the refund process, the refund was delayed. Despite receiving an apology and a refund of the $30 fee, the main refund of over $[redacted] is still pending. As a hardworking student who saved up diligently for this special trip, the lack of prompt action on the refund is disappointing. This experience has soured our impression of your company, and if this matter is not resolved promptly, we may need to escalate it to Consumer Affairs. I look forward to a swift and efficient resolution. I have had difficulties finding a customer complaints contact number and accessing the help desk online, which has added to our frustration. Sincerely, A Concerned Parent

I am Martina Cicero born on March 5, [redacted]. In early March [redacted], I booked a flight with you from Florence to Palermo with a layover in Bari, scheduled for April 2, [redacted] at 2:25 PM, booking number [redacted]72, operated by EGO Airways flight E3132. The flight was canceled, and I was not informed. I found out at the airport three hours before the scheduled departure. I requested a refund from EGO Airways, but they refused, claiming they had sent a cancellation notice on March 11, [redacted], to the email address [redacted] provided during booking. They argue that Kiwi.com should have informed the traveler. Can you please check if there was direct communication to the traveler? I am requesting a refund for the expenses incurred due to the canceled flight. Please respond via email at [redacted] Thank you! Kindly provide a response.

Hello, I regret to inform you that I booked a flight from Lahore to Catania in April last year. Due to COVID-19, I had to cancel my plans and requested a refund. It's been 17 months since I applied for the refund, but I have not received it yet. I kindly request the management of Kiwi.com to assist me in obtaining my refund and provide an estimate of how much longer it will take. My booking number is [redacted]88. Thank you, Adnan Ali.

Hello everyone, I recently booked a round trip on Kiwi.com but encountered an issue. After receiving the tickets, the return date was altered due to a 2-day flight delay. Although alternative options were provided, I did not receive a new confirmation number for the rescheduled flight. Upon contacting the airline's customer service, I was informed that only the outbound journey was booked unless the new confirmation number is provided. I have attempted to reach out to Kiwi for assistance, but have not received a response. I am unsure of how to proceed in this situation. Any advice would be greatly appreciated. Thank you.