Kiwi.com Customer Service Issues

Hello, good evening! I purchased two tickets from Bogotá to Mexico City and the money was debited. The confirmation of the booking [redacted]35 is pending. The next day, I received an email stating that those tickets were no longer available. They offered me the option to buy other tickets at an additional cost or to receive a refund. I chose the refund option, but I have not received it yet. They provided me with a supposed payment cancellation confirmation, but the money has not been credited back to my account. My email address is [redacted]

Good morning, I have booked flights from Amman to Memmingen on Kiwi.com. Initially, we will be flying with Ryanair to Bucharest and then with Wizz Air from Bucharest to Memmingen. My name is Wenzel Krack, and my booking number is [redacted] [redacted] [redacted]. The issue we are facing is that the online check-in process is not working, and we are unable to obtain our boarding passes. Instead, we are repeatedly prompted to complete the check-in at the airport, which is not feasible for us. Our arrival in Bucharest from Amman is scheduled for tomorrow at 13:00, and our onward flight to Memmingen departs at 14:00. Given the tight transfer time of just 1 hour in Bucharest, we are concerned about not having enough time to check in at the airport. Typically, we would acquire our boarding passes through online check-in without any complications. Your assistance in providing us with our boarding passes would be greatly appreciated. Best regards, Wenzel Krack

Hello Team, I wanted to bring to your attention my recent booking experience with booking [redacted]95. Unfortunately, I encountered an issue during check-in at the airport. The staff mentioned that my ticket was suspected of fraud which prevented me from boarding the flight. Despite contacting Kiwi for assistance, I was informed that I would need to purchase new tickets at a high cost rather than having the issue resolved. As a result, I am currently stranded in Argentina with no clear solution in sight. Swiss airlines mentioned they could not assist with the suspected fraud issue. I believe that Kiwi, as the provider of the ticket, should take responsibility for resolving this matter rather than asking the passengers to buy new tickets. I urge Kiwi to address this situation promptly and with more consideration for the customers affected. Sincerely, J. Santos

Hello, I purchased a flight from Minsk, Belarus to Tel-Aviv, Israel with a layover in Moscow, Russia on 09.01.[redacted]. Upon arrival at the airport, during boarding, Aeroflot informed me that as an Israeli citizen, I didn't have permission to enter Moscow due to new rules and lack of agreement between Israel and Russia. Consequently, I had to buy a new ticket for a different flight with a layover in Istanbul as I had an urgent meeting in Israel. When I bought the tickets on Kiwi.com, I reviewed all the COVID-19 and travel restriction information, and nowhere did it mention such an issue. As a loyal customer who always uses Kiwi.com, I am requesting a full refund for this flight (~$[redacted]). Booking number: [redacted] [redacted] [redacted] Name: Fidchuk Vladislav Flight number from Belarus to Russia: SU1843 You can reach me at [redacted] Thank you for your assistance.

Hello, I recently booked a flight from Minsk (Belarus) to Tel-Aviv (Israel) with a layover in Moscow (Russia). However, upon arriving at the airport, I was informed by Aeroflot that I could not enter Moscow due to new rules regarding Israeli citizens. I had to purchase a new ticket with a layover in Istanbul for an urgent meeting in Israel. When I booked the tickets through Kiwi.com, I carefully reviewed their COVID-19 information and travel restrictions but found no mention of this specific situation. As a loyal customer of Kiwi.com, I kindly request a full refund for this flight. Please contact me at [redacted] Thank you for your attention to this matter.

Hello, I recently purchased a flight from Minsk to Tel-Aviv with a layover in Moscow. Upon arriving at the airport, I was stopped from boarding as an Israeli citizen due to new entry rules between Israel and Russia. Consequently, I had to purchase another ticket for a flight with a layover in Istanbul to make it to an urgent meeting in Israel. When booking through Kiwi's website, I did not see any information about this restriction amidst the COVID guidelines and travel restrictions. This is my first time experiencing such an issue with Kiwi, and I kindly request a full refund for this flight. Thank you for your assistance.

Hello, I purchased a flight from Minsk to Tel-Aviv with a layover in Moscow. However, upon boarding I was informed that as an Israeli citizen, I was not allowed to enter Moscow due to new regulations. I had to buy a new ticket for a different flight with a layover in Istanbul because I had an urgent meeting in Israel. When I bought the tickets from Kiwi, I read through all the COVID information and Travel Restrictions on their website, but nowhere did it mention this particular situation. As a loyal customer, I kindly request a full refund for this flight. Thank you for your assistance.

Hello, I purchased a flight from Minsk to Tel-Aviv with a layover in Moscow. However, upon boarding, I was informed that due to new regulations, as an Israeli citizen, I could not enter Moscow. I had to buy a new ticket with a layover in Istanbul for an urgent meeting in Israel. While booking on Kiwi's website, I did not see any information about this situation in their COVID and Travel Restrictions guidelines. As a loyal Kiwi customer, I kindly request a full refund for this flight. Thank you for your assistance.

Dear Sir or Madam, The booked trip did not go as planned and booked. The problem started on the outbound flight when the PCR test was not confirmed yet. The airport staff did not register me even though I had my vaccination card and all other documents with me. The documents did not mention needing a PCR test. I had to purchase a new ticket for €39.68 (Düsseldorf-Moscow) for rescheduling from the 2nd to the 3rd of December [redacted] and a completely new ticket from Moscow to Perm for €67.98, totaling €[redacted].66. On the return from Perm to Moscow, I was told the ticket did not exist. The booking number with Kiwi was also invalid. Despite multiple attempts to enter the trip via the app, it was unsuccessful. I received a message stating the booking number did not exist and had to buy a new ticket for €82.65. The Moscow-Düsseldorf ticket worked. The trip cost me €[redacted].31 plus your price. I kindly request a review of why the booking number was invalid and a refund of the costs. Attached are the tickets I had to purchase additionally. Conversion 1 € = 75 Rubles I am available for any inquiries. Best regards, Elena M.

Dear community, I was taken aback as a loyal customer of your service by the unexpected cancellation of the reservation for M.A., a domestic worker from the Philippines traveling from Dammam to Dubai on Fly Dubai and then to Manila with Cebu Pacific. The reservation number is [redacted]. Instead of offering a fair alternative, you are suggesting purchasing a new ticket at a significantly higher price. This goes against the traveler's rights and feels like a deceitful practice. M.A. has been eagerly anticipating this trip back home after five years in Saudi Arabia. Your assistance in resolving this matter promptly would be greatly appreciated. Thank you, A.A.

Dear Kiwi, I am reaching out regarding a flight booking that I have been trying to cancel for over 7 months with no success. The airline, Sky Express, has informed me that they have refunded the money to your company. However, I have yet to receive any refund from your end. Here are the details for the booking: Confirmation numbers: WXKOPJ (MLO-ATH) & I7G8XT (ATH-SKG) Booking number: [redacted] [redacted] [redacted] For the MLO-ATH flight, the refund amount should be 27.30€. For the ATH-SKG flight, only the taxes are to be refunded according to the fare rules, totaling 31.99€. I have attached an email from Sky Express confirming that the refund process was completed on 19/7/21. Could you please look into this matter and process my refund accordingly? Best regards, [Initials]

Dear Customer Service, I recently made a flight booking for a trip from Orlando, FL to Düsseldorf, Germany through Kiwi.com for two passengers on 09.02.22. The itinerary includes multiple stops (Orlando 17:40 - New York - Lisbon - Madrid - Dusseldorf 10.02 22:35), with a total journey time of 22 hours and 55 minutes. There has been a change to the New York to Lisbon flight, resulting in a 5-hour and 55-minute advancement, creating an issue with the connecting flight in New York. We have TravelPlus insurance with Kiwi and are looking into the possibility of a partial or full refund of the flight cost ([redacted]€). Kiwi has proposed an earlier flight from Orlando for an extra fee of 68$, extending the travel time to 28.5 hours, which we would prefer to avoid due to the already lengthy journey. Our policy numbers are SKY[redacted] and SKY[redacted]. We are concerned about the unclear refund process duration of up to three months stated on the website. Any additional information you could provide regarding the refund process would be appreciated. Prompt assistance in this matter would be greatly appreciated as we need to make a decision soon. Thank you, Greta K.

In the reservation [redacted]37, I entered Sonia Pluda, but the correct surname is Sonia Gatti because Pluda is my husband's last name. I immediately requested the change a few minutes later, but you replied that we have to pay €[redacted]. The person is the same, it's not someone else. I called Ryanair, and they said they can't charge me this amount. Additionally, they need to know what email address you have because it's not mine. Please let me know. My email address is [redacted]

Estimado equipo de Kiwi, Quiero informarles que debido a que no emitieron mi boleto de regreso a Lima, el cual compré con anticipación, me vi en la situación de perder mi vuelo de ida a Montevideo programado para el 27 de enero y mi vuelta a Lima el 3 de febrero. Es esencial tener el pasaje de regreso emitido en viajes cortos como turista; sin él, Latam me impidió abordar el vuelo el 27 de enero de [redacted] en Montevideo, ya que de lo contrario me hubieran deportado directamente a Lima. Después de contactar repetidamente a Jet Smart para reclamar mi boleto de regreso, me indicaron que debo dirigirme a ustedes para resolver la situación. No están dispuestos a reembolsarme, solo a cambiar la fecha de retorno aplicando una nueva tarifa y sujeto a disponibilidad. Les ruego que solucionen este inconveniente, ya que no debería perder mi viaje ni mi dinero debido a un fallo de ustedes. Quedo a la espera de su pronta respuesta. Saludos, F.P.

I booked a flight last month and have been struggling to obtain a refund. The flight was delayed, causing me to miss my connecting flight. The only available option provided was to pay an additional $[redacted] for a different flight scheduled a day later. This flight was crucial as it was for a job interview in Vegas, which I had to miss due to the weather-related delay and inability to reschedule. I cannot afford the extra $[redacted] on top of the $[redacted] I already paid. I have faced financial hardship over the past three months while unemployed, juggling college as a full-time student. Recently, I had Covid for two weeks and could not follow up due to phone issues. I am in a tight financial spot with unexpected expenses, and reaching out for assistance in resolving this matter regarding my booking with KIWI. I possess documentation such as booking numbers and photos supporting my situation. Additional proof from my bank statements can also be provided. Any help would be greatly appreciated.

Dear Sir or Madam, I recently spoke to one of your employees and would like to document our conversation. I booked a flight from BCN to BLN and BLN to BCN with Ryanair through your platform (see attachment). After that, I received confirmations and the money (85 Euros) was debited from my account. I provided my contact details for check-in, which was supposed to be processed. However, 2 hours before departure, the boarding passes were not available as expected. Instead, I was instructed to check-in at the airport and could reclaim any associated fees through Kiwi Refunds. I found it puzzling to discover that I was not registered for the Ryanair flight by either Ryanair or Kiwi at that point. I arrived at the airport at 5 a.m. and was informed that I was not registered for the BCN to BLN flight. This was confusing as the money was debited by Kiwi, and I had the e-ticket. I had to book a new flight with Ryanair for [redacted] Euros to attend a funeral, as this event was crucial. I kindly request a refund of the additional flight costs due to the seat assurance not being honored. I have noted February 21, [redacted], for the resolution. Furthermore, I was assured over the phone that the return flight from BLN to BCN on February 14, [redacted], is active and that I am registered for it (by you). I request verification of this. Thank you. Sincerely, Melinda Kirschbaum

When we made the flight booking, we mistakenly entered the wrong email address, causing us to not receive any information about our flight. As a result, we are unable to complete the online check-in process. Can I provide you with the correct email address so that you can send me all the details regarding my flight to that one? Our trip is from Turin to Palermo, with departure on Friday, April 1st, and return on April 3rd. The outbound flight is with Wizz Air and the return flight is with Ryanair, for a total of four people. Let me know if you need any further details about the flight.

Dear Kiwi Team, I am inquiring about the status of my refund for a flight I purchased in [redacted]. As of now, I have not received the refund and would appreciate an update on when it will be processed. Thank you for your assistance. Kind regards, Rebecca C. Kiwi.com Booking Number: [redacted] Reservation Number (PNR): Y74U2L Flight Details: - Perth (PER) to Denpasar (DPS) on Apr 15, [redacted] - Airline: Citilink, Flight No: QG543 - Passenger: Rebecca C. - Scheduled check-in: Apr 13, [redacted] - Baggage: 1 checked bag, 1 cabin bag For any further inquiries, please contact us at the provided phone numbers. Thank you, Rebecca C.

I am in need of a contact number to reach a live person or engage in a video chat. My patience has reached its limit after waiting for a refund for a year and a half since January 15, [redacted]. The refund was due to my flight being canceled because of the pandemic. Up until a few months ago, my refund status was pending. However, now it shows as non-existent. When attempting to call, I am unable to connect as the booking number is no longer recognized, and I do not have current access to it. Checking online also yields the same unhelpful response. The booking number in question is [redacted]89. There has been scarce communication on how to resolve this, with general advice to "wait patiently." The sum of money involved is quite substantial at $[redacted].26, making this delay concerning. It is worth noting that my card number has changed in the past two years. This matter needs urgent resolution.

I received an email from Kiwi explaining the challenges with COVID-19 and how they are dealing with various airline refund policies. For my specific trip, I was issued a voucher/open ticket by Aerolineas Argentinas. Initially, I was informed I could rebook within a year due to the pandemic. However, after attempting to reschedule for July [redacted] now that borders are open, I was told the tickets are no longer valid because of a refund request activated from Madrid, which was not done by me as I do not live there. I seek a resolution to this matter promptly so I can utilize the tickets for a future trip as intended. Carrier: Aerolineas Argentinas Voucher/Open ticket Value: [redacted] USD PNR: ZUPTJT Voucher/Open ticket numbers: [redacted][redacted], [redacted][redacted], [redacted][redacted], [redacted][redacted], [redacted][redacted] Airline contact: [redacted][redacted]