Kiwi.com Customer Service Issues

Good morning, We recently received an email about changes to our flight from Pnom Penh to Kathmandu, scheduled to depart 3 hours later. Upon arrival at the airport, Thai Smile informed us that the flight from Bangkok to Kathmandu was canceled. We did not receive any notification from you regarding this change. Thai Smile advised us to contact you for alternative arrangements. We must arrive in Kathmandu by April 3rd and are currently at Pnom Penh airport awaiting your assistance. Booking number: [redacted]38 Flight details: Pnom Penh to Bangkok WE [redacted], Bangkok to Kathmandu (canceled by Thai Smile, no notification received) WE319 Please inform us of the updated flight details as soon as possible. You can reach me via WhatsApp at +[redacted]3 or email at [redacted] Thank you.

There is an error in the ticket shared. Please call me back at +65-[redacted]0. The booked date should be 30th Apr, not 11th Apr. We are disappointed. Please correct this and revert immediately. Thank you. [Booking [redacted]04]. Numerous emails were sent for follow-up, please revert. +65-[redacted]0. Reshmi Tripathi <[redacted]> forwarded an urgent message about Booking [redacted]04, stating an error in the booking date. The correct date is 30th Apr, not 11th Apr. Repeated attempts were made to rectify the issue. Thank you. Regards, Reshmi

I attempted to book a ticket from Dubai to Doha for the dates of November 22nd, [redacted], to November 24th, [redacted], with Royal Jordanian Airlines for the outbound flight and returning to Dubai via Qatar Airways. During the payment process, the website indicated that the transaction failed, preventing me from booking the ticket. However, I received a confirmation message from my bank stating that the payment went through successfully with payment reference number [redacted]. I contacted my bank to verify the payment. Additionally, I mistakenly entered my email as [redacted] instead of my correct email [redacted] I did not create an account on Kiwi as it was not required during the purchase. I would appreciate assistance in confirming the payment status and resolving any duplicate charges. Thank you for your help. Sincerely, Rony Khalil

Good evening, I am Iris Rodríguez. In September [redacted], I purchased a ticket from kiwi.com that got canceled due to Coronavirus. Despite various attempts to reach out to Kiwi.com for a refund, I have not received a response. Although Kiwi.com suggested issuing a voucher, I declined the offer. I even contacted Thai Airways for assistance, but I am still waiting for a resolution. I urgently need my refund for a future flight. Could someone please contact me to address this matter? Thank you, Iris Rodríguez

I am disappointed with the service I received from Kiwi. Recently, I traveled from Copenhagen to Malaga with a layover in Brussels. Due to unforeseen circumstances, the original flights operated by other airlines were changed. Despite paying the difference for baggage conditions to be consistent with the original tickets, discrepancies arose. I was charged for a 20 kg suitcase twice, once during check-in for Flight SN2258 on Brussels Airlines (for which I had already paid for checked baggage on the original ticket) and again for Flight VY2151 on Vueling. The Vueling agent informed me the extra fee paid was for a reserved seat and not baggage, resulting in an additional charge. I was told any refund due to me must be handled by Kiwi. I request a refund for the unnecessary charges incurred. If not resolved satisfactorily, I will pursue legal action. Thank you for addressing this promptly.

Hello, on April 6th of this year, I missed a flight booked with you from Almeria (Spain) to Bari (Italy). The issue arose when I tried to check-in at the Wizzair counter, which was impossible due to the long queue and lack of time. After commuting by shuttle to the South side of the airport, upon reaching the Wizzair counter, there were at least 50 people ahead of me, making it impossible to check-in. As there was an Easyjet flight at 16:40, I believe there was a misjudgment that led to me missing the correct flight. I arrived in Italy on the EasyJet flight at 16:40, which cost 95 euros. I kindly request a refund for the sake of fairness in this situation.

Good evening, I purchased an airplane ticket from you for a trip on 04/24/[redacted], departing from Karlsruhe, Germany to Girona, Italy, with a layover in London, England. The initial departure time of 15:35 was delayed until 16:20. Upon arrival in London, I missed the boarding for Girona as the check-in had already closed. I had to buy another ticket to Barcelona even though I had booked a hotel in Girona. I was traveling for a job interview (soccer) and now find myself in Barcelona with additional hotel expenses, and I had to cover the cost of a train and taxi. The delays in departure and arrival in London were not my fault (I couldn't attend my tryout due to your disorganization in managing layovers), so I am requesting a refund for my ticket and all extra expenses incurred. I am also seeking compensation for missing out on my tryout. My contact email used for payment and ticketing is [redacted] I am willing to provide any necessary details and information.

Hello everyone, I need some advice. Can I update my identification/passport number after making a booking? I misplaced my wallet and will receive a new ID card next month. I plan to renew my passport in May as it will expire in August. If I enter my current passport details now, I won't be able to update it next month due to upcoming flights. My passport expires in August, and I aim to change it in May once I have the new ID card. The flights I want to book are for June. Can I change the ID card number/passport number and expiry date after booking the tickets? My name will remain the same, but I will have a new passport and ID card starting from May.

I recently had a frustrating experience with my flight to Hanoi, Vietnam. Despite expecting to get a visa upon arrival, I couldn't board the flight without it. Trying to contact Kiwi to rebook the flight proved difficult as I couldn't find a contact number on my electronic ticket. Qatar Airways couldn't assist as the booking was through an agency. Eventually, I purchased a new ticket, but was unable to get a refund for the unused flight. The lack of communication and support from Kiwi was disappointing, causing stress and financial strain. The inability to reach anyone for assistance was a major letdown. This experience has led me to decide not to use Kiwi's service in the future.

Reservation Number: [redacted] [redacted] [redacted] I attempted to reach your customer service, but the experience was disappointing. I found myself speaking to a new agent every 5 minutes, leading to repetitive explanations. To summarize, I made reservations for two flights from Algiers to Casablanca for €[redacted], a significant amount. Shortly after, due to the strained Algeria-Morocco relations, we opted to cancel the booking. Upon reviewing your website, the prominent "be refund" button gave us the impression that a refund was feasible, with a noted amount of €10 (in French). Regrettably, I misunderstood this as the refund fee, not the total refund amount. Now, I am out €[redacted] and urgently seeking a resolution. I would like to either receive a full refund (considering the prompt cancellation after confirmation) or explore the option to reclaim the tickets and proceed with the trip to Morocco. Could I please receive a response from a live representative? Thank you.

Good day, greetings. On November 15th, I informed you via email about the error that Wingos made during check-in which caused the loss of a flight ticket we purchased through you. We filed a complaint with them, and they verified that we were impacted by their incorrect procedures. Consequently, they processed the refund back to the same credit card number used for the original ticket purchase. I have attached the email exchange and the payment receipt for your reference. We need your prompt assistance in facilitating the refund to our account and recovering the money from the ticket we were unable to use due to Wingos' mistake. They have acknowledged their responsibility and refunded the amount to your account. I have also included the bank notification of the ticket purchase with you and our credit card number ending in [redacted] for the refund process.

Good day, greetings. After informing you on November 15th via email about the error that Wingos had during the check-in process for reservation number [redacted] [redacted] [redacted] on Wednesday, October 27, [redacted], resulting in the loss of a flight ticket we purchased from you, we filed a complaint with them. They acknowledged the mistake and processed a refund to the same credit card number you used for the purchase. We need your prompt assistance to facilitate the refund to our account and recover the money for the unused ticket due to Wingos' error, which they have acknowledged and refunded to your account. I have attached the bank notification of the ticket purchase from you, as well as our credit card account number [redacted] used for the refund. My email is [redacted].

Hello! Yesterday, I purchased a flight ticket from Bogota to Barcelona on Kiwi.com for May 15th. I filled in all the necessary information, including my email which I double-checked. After paying via Paypal, I haven't received any confirmation or ticket details after 24 hours. I've tried contacting support through phone and chat but haven't received any resolution. I have all the necessary support documents and payment proof. I need the flight ticket sent to my email [redacted], under the name of Aramis Alberto Ariza Ali. Thank you for your assistance.

Hello, I am reaching out on behalf of Argat Mónika, who is not fluent in English. She has made a reservation for a trip on May 25, [redacted], from Budapest Liszt Ferenc Airport to Valencia, Spain, for 2 passengers roundtrip with a return date of June 8, [redacted]. The order number is [redacted] [redacted] [redacted]. The issue she is facing is that she needs to print her boarding pass but requires the email and reservation code on the Ryanair website. While the reservation code is available in your application, Ryanair's system is indicating that the email used does not match the one she is using. It seems that Kiwi made the reservation under a different email address, possibly a company email. Could you kindly provide us with the reservation code and the email address associated with the reservation? This will help Mónika access her booking correctly.

Reservation [redacted] for the Oslo to Bergen trip faces multiple issues. Following a booking process with a sudden price increase and contracting Covid shortly after, the confirmation lacks essential details for trip management. Despite efforts to access cancellation options, the system flaw leads to frustration and dead ends. Numerous attempts to seek assistance redirect back to the unhelpful page with no active travel displayed. Suspicions arise further when contact numbers provided yield no results, leaving the impression of a potential scam. Interactions with Kiwi customer service reveal a problem with the account leading to flight cancellation and promised reimbursement, which fails to materialize. The cycle of ineffective support channels and lack of communication fuel concerns about the legitimacy of the service, leaving the customer stranded in search of a resolution.

Dear Kiwi.com Customer Service, I, Alexander Fries, booked a Business flight from Berlin to Lisbon on April 6th through Kiwi.com for April 9th (Booking Number [redacted]35), which has not been processed yet. However, the flight payment was already debited from my account on April 7th. I only received one email from Kiwi.com stating that the booking is being processed and have not heard anything since. Even after inquiring multiple times about the status of the flight, I only received another email assuring that my query is being looked into promptly, but to date, I have not received any response or a refund of the money. I kindly request a prompt refund of the total flight cost of [redacted] Euros. Best regards, Alexander F.

I booked a flight from Vientiane to Melbourne on the Kiwi app, but my payment was unsuccessful and yet the amount was still charged to my bank account. The ticket cost around $[redacted], and the money is currently on hold. I am concerned about potential double charges if I attempt to book again. I have spoken to my bank, and they advised me to contact Kiwi for payment approval. I need to ensure I get a refund before making a new payment as I am scheduled to fly next month and cannot wait for the usual 30-day period for automatic refund processing by Kiwi. I am having trouble finding a way to directly contact Kiwi on their website, and the situation is quite confusing for me.

Hello, I recently contacted Kiwi.com via email at [redacted], but unfortunately, I have not received a response for a whole month now. I have provided all the necessary proof for my case, which I am unable to share on this platform. I am requesting a refund of [redacted].98 euros to avoid taking further actions. Please reach out to me via email at [redacted] Thank you. Sincerely, Mary S.

I recently booked a flight through kiwi.com from Newcastle, UK (NCL) to Tel Aviv, Israel (TLV) with a layover in Krakow, Poland (KRK). Original itinerary: NCL>KRK Departure: 16:30, 2nd May [redacted] Carrier: Jet2 Transfer time: 4 hours 25 minutes Second flight: KRK>TLV Departure: 00:30, 3rd May [redacted] Carrier: LOT Polish Airlines After discovering the first flight didn't exist, kiwi.com offered an alternative for the next day with a longer layover in Krakow: New itinerary: NCL>KRK Departure: 06:25, 3rd May [redacted] Carrier: Ryanair Transfer time: 6 hours 45 minutes KRK>TLV Departure: 16:45, 3rd May [redacted] Carrier: Ryanair Unfortunately, the alternative flight did not include cabin baggage as the original booking did. Despite this, kiwi.com failed to inform me of this change before I accepted. Kiwi.com only refunded the travel to the airport and didn't provide adequate compensation for this major inconvenience. As this was entirely kiwi.com's error, I expect full compensation for the trouble caused. Booking number: [redacted]

I purchased round-trip tickets from Edinburgh to Faro. After realizing my mistake, I promptly requested a cancellation 12 minutes after the initial email from Kiwi confirming my reservation. Subsequently, I received an email notifying me of a delay in confirming my booking, which I had already requested to cancel. A final confirmation email arrived 24 hours after my cancellation request. Kiwi's terms and conditions stipulate that if an error is noticed before the booking is confirmed, a cancellation and refund may be possible. However, Kiwi is denying me a refund, citing that their system was already processing the booking before my cancellation request, even though it had not been confirmed with the carriers. I am seeking a full refund in line with Kiwi's policy regarding cancellations made before bookings are confirmed.