Kiwi.com Customer Service Issues

My name is Christopher Daniels, and I booked a flight on WizzAir through KIWI.com. I received an SMS with the confirmation number: [redacted]93. The flight was paid for via my bank account. Regrettably, I did not receive the flight confirmation email due to an error in my listed email address. The incorrect email on the SMS was: [redacted] The correct email should be: [redacted] I've installed the KIWI.com app on my phone, but due to the wrong email on the text, I can't access my flight details. I'm worried about not receiving my flight ticket. Can you assist me? You can reach me at +36 30 [redacted]. I reside in Budapest, Hungary. Kindly address my concern. Thank you.

Hello, I am Zeeshan Ali from Moradabad, India. Today, with booking no. [redacted]08, I had a flight from Delhi to Amsterdam and back scheduled for today, 04.03.[redacted], through kiwi.com. I arrived at the airport 4.5 hours prior to departure, at 1:30 pm, only to discover that I couldn't travel to Doha due to transit restrictions imposed by the Qatar government. I'm currently still at the airport at 6:15 pm seeking guidance on the next steps. It seems unfair that I was not informed earlier about these rule changes. I urge Kiwi to assist in arranging an alternative flight as soon as possible. Please contact me urgently at 0[redacted][redacted]. Thank you.

I used Kiwi to book round-trip flights from Rome to Edinburgh with a layover in Marseille. Unfortunately, the Rome to Marseille flight got canceled due to Alitalia's liquidation. Kiwi issued a refund, but not the full amount we were entitled to. Surprisingly, Kiwi refused to refund the Marseille to Edinburgh flight claiming we weren't eligible, even though it was impossible for us to travel there. When attempting to alter the flight with the given reference number, I faced difficulties. Upon contacting the airline directly, they confirmed issuing a full refund to Kiwi weeks earlier, contradicting Kiwi's refusal to refund the second flight. This back and forth was frustrating and inconvenient.

To Whom It May Concern, My name is Kristian Bugeja, and I recently attempted to book a flight from Buenos Aires to Rio de Janeiro on the 27th of February [redacted]. The booking number was [redacted]31. Upon entering my credit card details, the booking status remained 'processing' without confirmation of payment. Despite this, I was charged [redacted] euros for the flight. I had to book with another airline since I did not receive confirmation and the status remained 'processing' until the day of the flight, which was on the 27th of February [redacted]. The deduction from my bank account was processed on the 2nd of March [redacted]. I am requesting a refund of the duplicate payment as I paid for a flight I did not take. The booking is still showing as 'pending', with no ticket issued to me, only an invoice. Kindly advise on the next steps to resolve this matter. Best Regards, Kristian Bugeja

Hello, my friend booked a trip for four passengers under one account. Three of them split their bookings from kiwi.com and managed to change their trip with Air Asia independently, receiving new booking numbers from Air Asia. The friend now wants to cancel her trip and request a refund through kiwi.com. However, the refund page still shows all four passengers, and she is concerned it might affect the three passengers who changed their flights directly with Air Asia. Any advice on how to address this issue would be appreciated. Thank you.

Hello, last year I purchased a ticket through Kiwi for a round trip from Dallas to Missoula. Shortly after, I contacted them to inquire about changing the dates. They advised me to request a refund and purchase a new ticket with the updated dates. I asked multiple times if I would receive a refund, to which they assured me I would. After 90 days passed without a refund or company credit, I contacted them, but they mostly ignored me. They later claimed they never received any payment from me, which I proved with my bank statement. I verified with my bank that Kiwi did receive the payment initially. If they are unable to refund me, I at least request a company credit. How can I resolve this issue with them?

Reservation Number: [redacted] [redacted] [redacted] Passenger: Mr. Vsevolod Akvinski Bernulli Flight Date: Sunday, February 27, Departure at 16:55 from SVO Moscow to CDG Paris Amount Paid: 42'[redacted].58, Invoice: 2[redacted]4, Issued on: [redacted]-02-24 To the Customer Service Team at Kiwi.com: I am reaching out on behalf of Mr. Vsevolod Akvinski Bernulli, who is unable to email you directly from Russia. He booked and fully paid for the flight details listed above, which has been canceled due to the Ukrainian war. Despite receiving communication from Kiwi promising a refund, no action has been taken yet. Mr. Akvinski Bernulli urgently needs assistance to leave Russia and seek refuge in France. He is deeply concerned and was relying on Kiwi to help resolve this pressing issue promptly. Please provide a prompt solution for his departure and refund. Your urgent attention is requested. Sincerely, Jean-Pierre Grey

Hello, My name is Victoria. My son and I escaped the war in Ukraine and lived in Kharkov, where constant battles were taking place. We are now on our way to Vilnius, Lithuania. On Saturday evening, March 12, we purchased Ryanair tickets for Monday, March 14, with flights FR197 Budapest-Berlin and FR1270 Berlin-Vilnius. Unfortunately, I received a message on Sunday that the flight FR1270 Berlin-Vilnius was cancelled. I had to buy new Wizz Air tickets, with flights W62201 Budapest-UK and W98002 UK-Vilnius, which required a €[redacted].99 surcharge - all the money I had left. When we reached the front desk, we were informed that we needed a transit visa for the UK, which was not mentioned during the ticket replacement process. We are in a difficult situation after spending over [redacted]€ on these tickets. I kindly request a refund for the tickets. Your understanding is greatly appreciated. I eagerly await your response. Thank you.

Hello, My name is Marie-Angeline Guignard. I made a reservation for two people on the 28th of November, [redacted], to go to Bastia in Corsica on the Lastminute.com website in association with kiwi.com. I have received confirmation that my booking is confirmed with booking number: [redacted] [redacted] [redacted] under the name Guignard. Today, I need to check in to get our boarding passes. Unfortunately, on the easyjet website, when I enter my booking number and last name, it says, "Sorry, we cannot find your flight reservation. Please try again. Holiday customers can add their flights 30 days before departure." I contacted easyjet for help, but they cannot assist me and told me to contact you directly. Can you help me with this issue so I can get our boarding passes? Best regards, Marie-Angeline Guignard

Booking number [redacted]73, Passenger: Francesca Serreli - Nationality Change Request with a Charge of £25.15 During the booking process, I mistakenly selected "United Kingdom - English" as my nationality instead of the correct one, which should have been "Italy - Italian." I paid £25.15 to correct this error, which is the same cost as changing a passenger's name. I kindly request a refund for this charge as the mistake occurred prior to my details being finalized for check-in. I did not proceed with the flight check-in directly, and the error was made early in the process before providing my passport details. I believe the charge may have been overestimated, and I could have rectified this through chat. I did not change the passenger's name, which has always been mine; the error was solely related to the nationality selection. Thank you in advance for your assistance.

Dear Sir or Madam, I recently made a booking with kiwi.com but they entered the wrong email address as [redacted] instead of [redacted] The provider advised me to download the Kiwi app and log in with the correct email, but I am unable to access my e-ticket to view booking details. It's frustrating trying to reach the travel provider as their contact options seem limited. Kiwi.com needs to improve their customer service with better contact methods like 24/7 live chat or service hotlines. A call-back service would also greatly enhance the customer experience. If you need more information, please feel free to ask. Best regards, Sebastian Carow

Dear Sir or Madam, I have been struggling for four days trying to understand why Kiwi.com charged me for a booking without actually completing the booking process. Last Friday, I made a booking with ID number [redacted]11 for 3 passengers at a cost of [redacted]€. I received the confirmation email and tickets for this booking. Subsequently, I made another booking for my friends using the same card I used for the first booking. Despite my bank confirming the payment of [redacted]€ for the second booking, Kiwi.com's system indicated the payment couldn't be completed, and I never received confirmation for the second booking. However, I was still charged. The customer service chat has not been helpful, and I suspect it may be automated as I have been repeating my issue five to six times a day for four days. I have also contacted my bank to address this unauthorized charge. I seek your assistance in refunding my money by verifying the exchange number [redacted] from Alpha Bank in the name of D.D. Warm regards, Dimitra D.

Hello, I had a booking with number [redacted]72 for a trip in December [redacted]. The night before my travel on December 16, Canada implemented new COVID-19 mandates. I reached out to customer service multiple times within 8 hours to address this. Eventually, I spoke to a supervisor who assured me of a full refund that would take 60-90 days. Despite requesting a credit instead of a refund, I was informed that only a refund would be provided. It has been more than 90 days now, and I have neither received my refund of nearly $[redacted] nor any communication. My attempts to contact your call center have been unsuccessful, and my messages remain unanswered since February. Please contact me at 1-[redacted] to resolve this issue promptly. Thank you.

Dear Kiwi Team, I am writing to address an issue with a flight booking from Zurich to Tenerife that was rescheduled by your team, resulting in a tripled price and different dates that clashed with our pre-existing hotel reservation. Due to this, we had to cancel the trip through Kiwi and requested a refund. Recently, I received a text message instructing me to select my preferred method of refund for the trip with reference number [redacted]55 by April 1st, [redacted]. However, upon clicking the provided link, I found no available options. When attempting to access my account online, I encountered difficulties as there are no upcoming trips visible to process the refund. Contacting support has been futile as the system requires an upcoming trip to proceed. I urge for a swift resolution to receive the refund back to the card used for the initial payment. The current refund process appears disorganized and prolonged. I appreciate your prompt attention to this matter. Regards, Linda

Subject: Ticket Refund Request for Booking Reference LG5GCV I wanted to inform you that I have received the ticket refund to the credit card that was used for the booking related to reference LG5GCV for Flight DY7252 from KBV to OSL on 16.03.20. I appreciate your assistance with my claim. I understand that Norwegian has been undergoing legal proceedings which have caused delays in responses to customer claims. I acknowledge the challenges faced due to the examinership and reconstruction processes in Ireland and Norway. However, I would like to point out that the ticket was initially booked through a third-party company who may have used their credit card for the purchase. I will be contacting them to ensure I receive the refunded amount. Thank you once again for your attention to this matter. Best regards, Lisa

I have reviewed my reservation on the AEGEAN Airlines website using the provided details. However, I have encountered some issues that need to be addressed: 1) I received 4 PNRs, but only made a single reservation. The PNRs are ORAODT, 5XCQG2, T8XAIT, and ORH8DT. 2) The attached confirmation document lacks e-ticket numbers for both flights for Tani/Tani. This poses a concern. 3) Attempting to use the PNR ORAODT for the Rome-Athens flight (06/08) for Tani/Tani did not work. The airlines have no record of a reservation for Carolina Tani and Alessandro Tani on the 6th of August. 4) Although the PNR ORH8DT appears to function on the website, I still do not have an e-ticket number for the Athens-Rome flight (13/08) for Tani/Tani. 5) When booking standard seats for the return flight Athens-Rome (13/08) using PNR ORH8DT for Carolina Tani and Alessandro Tani, I was charged 6€ per seat, yet seats were free when using PNR 5XCQG2 for Cavallari/Bises. This discrepancy needs clarification.

My name is Vasco de Morais Soares Vitorino, I am a Portuguese citizen, and my passport number is C713644. I experienced a distressing situation during my Saudi Arabian Airlines flight SV599 from Dubai to Jeddah. Due to multiple delays and rerouting, I missed my connecting flight to Casablanca, SV377. Despite promises of assistance, I was left stranded for over 8 hours without food or accommodation. Eventually, I was coerced into purchasing a new ticket to Madrid, which a fellow passenger graciously helped me pay for. Throughout this ordeal, I felt mistreated and neglected by the airline staff. I have witnesses from both flights and documentation of the expenses incurred. This issue is time-sensitive, and I demand a prompt resolution. I can be reached at [redacted] or +[redacted]13. Thank you.

I recently made a flight booking from London to Dubai with your company. However, I noticed that the flights I selected are scheduled to operate on the Boeing [redacted] Max aircraft. In light of safety concerns associated with this model, as highlighted in the recent Netflix documentary "Downfall," I am feeling uneasy about my upcoming travel. Several other airlines like TUI and RyanAir are providing refunds to passengers who are uncomfortable flying on this aircraft. I am kindly requesting similar assistance from kiwi.com. In case a refund is not feasible, I would appreciate being offered alternative flights for the same London to Dubai route on the dates I have booked. Thank you.

I received an email changing my flight to Kathmandu just 3 hours after leaving the Pnom Penh airport. Unfortunately, upon arriving in Bangkok, we were informed by Thai Smile that the flight to Kathmandu was canceled, without any prior notice from the airline. They instructed us to reach out to you for assistance with rescheduling. Our essential deadline is to reach Kathmandu by April 3. Please update us on the alternative flight arrangements you have for us. We are currently at the Pnom Penh airport awaiting a resolution. Thank you. Tanya Booking number: [redacted]38 Flight: Pnom Penh to Bangkok, WE [redacted] Flight: Bangkok to Kathmandu, WE [redacted] We urgently require a response and revised itinerary to reach Kathmandu as planned tomorrow. We are waiting at the Pnom Penh airport for your prompt assistance. WhatsApp: +[redacted]3 Email: [redacted]

Good morning, I received an email changing our flight to Kathmandu only 3 hours after leaving Pnom Penh airport. Despite rushing to the airport, Thai Smile informed me the flight to Kathmandu from Bangkok was canceled. I didn't get any notification from you regarding this. They instructed me to contact you for the necessary changes. Our urgent need to be in Kathmandu by April 3 requires prompt assistance. I am currently at Pnom Penh airport awaiting your solution. The initial flight is Pnom Penh to Bangkok WE [redacted]; however, Thai Smile stated that the onward flight to Kathmandu, WE319, is canceled without prior notice from your end. Please ensure I receive immediate notification with the updated flight details. I can be reached via WhatsApp at +[redacted]3 or through email at [redacted] Thank you in advance.