Customer Service Issues

Archive 1

The following are issues that customers reported to GetHuman about customer service, archive #1. It includes a selection of 20 issue(s) reported March 10, 2017 onward. If you have a similar customer service issue, this page will help you find current, up-to-date answers and solutions too.
My spouse and I had planned a trip from Perth to the Maldives, but due to medical advice relating to my pregnancy and the risk of the Zika virus in the Maldives, we are unable to proceed. We made the booking through for only my husband's return flight, as I was scheduled to visit my family later on. This trip holds significant importance for us as it is our final trip together before the baby arrives. In case we are unable to receive a refund, we won't have the financial means to book another trip. Your assistance in this matter is greatly appreciated. Thank you.
Reported by GetHuman-alexaac on الجمعة ١٠ مارس ٢٠١٧ ٠٨:١٢
I booked three flights through The first flight was from Edinburgh to Vienna on 07/04/[redacted]. Kiwi's email stated that we didn't need to check in online and could do it for free at the airport. However, at the airport, Jet-2 customer services asked for £35 for check-in. We have the receipt and were told to claim the money back from kiwi company.
Reported by GetHuman-joabdu on الجمعة ٢١ أبريل ٢٠١٧ ٠٩:٥٨
I missed my June 2nd 9:30am Thomas Cook flight from Glasgow to Cancun due to cancellation. Thomas Cook rescheduled me for a later flight on June 3rd which will arrive in Cancun very late at 15:30. Consequently, I will miss my connecting flight with Aeromar to Merida. I need assistance rebooking my Aeromar flight from Cancun to Merida for the early morning of the 4th. Currently stranded in Glasgow without a phone plan to call you for assistance. Your help in this matter would be greatly appreciated. Thank you.
Reported by GetHuman-phoenixo on السبت ٢ يونيو ٢٠١٨ ٢١:٠٥
I made a flight reservation a day ago with booking number [redacted] for a trip from Singapore to Bangkok, Thailand, scheduled for tomorrow. I was expecting 20kg of checked baggage allowance based on Thai Lion Air's policy for economy customers flying from Singapore. However, my booking through Kiwi indicates a 10kg allowance instead. I attempted to adjust my baggage allowance online, but Kiwi's website restricts changes within 36 hours of departure. I am concerned about facing additional fees or complications at the airport if I cannot rectify this discrepancy. Your assistance in this matter would be greatly appreciated.
Reported by GetHuman-skovalev on الإثنين ٤ يونيو ٢٠١٨ ١٤:٢٧
I have a booking number [redacted]. The itinerary is as follows: Departure from SOF at 11:50 Arrival at LGW at 13:05 Departure from LGW at 15:10 Arrival at MCO at 19:20 I have a question regarding self-transferring between two different airlines at LGW. The time between flights seems tight for passport control, collecting baggage, transferring terminals, re-checking baggage, and reaching the gate before closing. If I miss my connecting flight, how would Kiwi handle getting me on a new flight home? The information on the website regarding missed transfers is unclear. I am unsure if I would need to purchase a new ticket and then seek reimbursement. I do not have a credit card and may not have enough funds in my checking account for a last-minute ticket, so I am seeking clarification beforehand to avoid any potential issues.
Reported by GetHuman748278 on الإثنين ٤ يونيو ٢٠١٨ ١٥:٥٩
I booked a flight to Israel on June 3rd with connections in Madrid and Paris for June 4th. My booking number is [redacted]. After receiving a message indicating I would get my booking confirmation within 30 minutes, I contacted the next morning as I had not received it. Despite being at the airport with 3 hours to spare before my flight, I still didn't have confirmation. Despite multiple attempts to urgently request the confirmation, I only received it 20 minutes after my flight had already departed. I missed all my flights and connections, and I am requesting a full refund as it was the responsibility of the airline to confirm my booking on time.
Reported by GetHuman-dariakh on الإثنين ٤ يونيو ٢٠١٨ ٢٣:٢٧
I am having trouble updating the passenger details for all five travelers with Kiwi. When entering my name, I provided my first and last name, and then it requested my surname, which resulted in duplicate last names on the tickets, for instance, my name appeared as Valeen Piso Piso. The process should clarify the need for any additional known first names. Furthermore, there was no opportunity to review the e-tickets before submission. Following advice from a Kiwi representative, I submitted all required documents through the "manage my booking" feature for the changes. However, after a week, there has been no progress. Despite several attempts through the portal, I have not seen any updates. After expressing my frustration via email, I was informed of a $58 fee for the changes, with a promise of new tickets upon payment. It has been several days since, with the status showing processing. I believe that once the fee is paid, the tickets should be issued promptly. I have reminded them of this concern via email, but I am yet to receive a response. As my vacation is approaching, and I am traveling with three children, I cannot afford any delays. Kiwi's service has caused significant stress and issues, including excessive luggage charges and misleading name change fees.
Reported by GetHuman760718 on الخميس ٧ يونيو ٢٠١٨ ١٨:٥٤
Hello, my fiancé booked a flight last Saturday, June 9, [redacted], but we realized there was a mistake with his email address. His name is Bernhard Kálble. We have already sent the details to your office from his correct email address, [redacted], since yesterday to rectify the issue. Unfortunately, we have not received a reply from your office yet. Our flight schedule is set for this coming Sunday, June 17, [redacted], from Camiguin to Cebu with a one-night stay. Then, on June 18, [redacted], we are heading to Puerto Princesa and returning on June 25, [redacted], from Puerto Princesa to Cebu, staying one night and flying back to Camiguin on June 26, [redacted]. We kindly request your assistance in checking your computer system for the booking confirmation and E-Tickets and sending them to the correct email address, [redacted] We urgently need your help with this matter. Thank you.
Reported by GetHuman-sixtoros on الثلاثاء ١٢ يونيو ٢٠١٨ ٠٦:٠٦
We booked flights through Kiwi, but did not receive our boarding passes for the connecting flight from Newark to London with Primerra Air and then from London to Basel with Ryanair. Despite attempting to download the Ryanair boarding pass from email several times, it was unsuccessful. Upon arrival, our names and boarding passes were not found when trying to check in, resulting in missing the flight and being stranded at the London airport. The situation is frustrating as we are low on funds for additional accommodations. Assistance is urgently needed.
Reported by GetHuman-cwoych on الأربعاء ١٣ يونيو ٢٠١٨ ١٢:٢٧
Hello, I recently purchased two flight tickets for my family members traveling from Budapest to Luton tomorrow morning. On my profile, it initially showed availability for the 18th of June, however, there was no link provided for that day. The date changed to the 19th of June today and now it is prompting me to check in at the airport with a potential fee. Online check-in on the website was only available until Sunday, June 17th at 4:00 AM UTC. I was expecting to receive the tickets via email as informed but have not received them yet. I am concerned about the lack of information on the website and the sudden requirement to check in at the airport with possible charges. I am feeling uneasy about my experience with KIWI.COM. Additionally, I would appreciate more transparency regarding the fees and check-in process for customers. Regards, Brigitta B.
Reported by GetHuman798718 on الثلاثاء ١٩ يونيو ٢٠١٨ ٠٥:٣٣
I needed a flight from Boston to Vilnius. Initially, I booked a Norwegian flight from Boston to Paris, then Paris to Vilnius. I was informed that this was cancelled and I would be refunded. I rebooked a different route from Boston to Iceland, Iceland to Berlin (on WOW), then Berlin to Vilnius (Wizz) at a higher rate. I received a confirmation email for my first cancelled booking, causing confusion. I seek clarification on which booking is actually cancelled and guidance on next steps. If the original flight was not cancelled, I would appreciate a refund for one of the trips. Any help is greatly appreciated as time is running short. Thank you.
Reported by GetHuman-sofiara on الأحد ٢٤ يونيو ٢٠١٨ ٢٠:٣٦
I recently returned from Costa Rica and experienced a flight cancellation on my way from FLL to AVL on 6/22/18 with Allegiant Airlines. I ended up stranded in Fort Lauderdale and had to book a hotel room and meals for myself and my husband (2 tickets). We then had to board a flight to Concord, NC the next day, which was still far from home, requiring us to pay for a taxi. I have receipts for all expenses, which I can provide if you reply to my emails. Allegiant attributed the cancellation to a "sinkhole" issue at the airport, not weather-related, that was mysteriously fixed the next day. I am seeking a refund for the costs incurred due to this last-minute cancellation. My booking number is [redacted].
Reported by GetHuman-amolaspa on الثلاثاء ٢٦ يونيو ٢٠١٨ ٠١:٠٧
While attempting to book a ticket on your platform, an alert appeared stating I would need to collect and recheck my baggage between certain flights due to traveling on different routes. Given our short 2-hour transit time, is it possible for the airline to transfer our bags internally? The initial flight departing on Tuesday, July 10, transits in Kuwait for 2 hours and 50 minutes before arriving in Cairo at 3:45. The return journey departs from Cairo on Tuesday, August 14, with EgyptAir to Beirut at 8:45. Subsequently, there is a 2-hour and 20-minute layover before heading to Qatar on Qatar Airways at 1:20. Please advise on which flights I need to handle my baggage and if arrangements can be made for seamless transfer without us having to leave the airport. Thank you. Hany.
Reported by GetHuman-hanyaze on الثلاثاء ٢٦ يونيو ٢٠١٨ ١٩:٠٨
My flight has been cancelled, booking number: [redacted]. I require a new flight. Despite not receiving an email notification, my sister was informed about a similar cancellation on her flight to Birmingham from Newark. After long wait times, finally speaking to a woman yesterday, she abruptly ended the call when I tried to provide my email for updates. I am currently on hold again, struggling to contact support. I urgently need a new flight for July 1st to Alicante, having already paid without prior notice. Reach me via email or phone +1 [redacted].
Reported by GetHuman-chammero on الثلاثاء ٢٦ يونيو ٢٠١٨ ٢٠:٢٣
I received an email from Kiwi stating that check-in for my flight should be completed at the airport. Arriving at the airport with ample time, I attempted to obtain my boarding pass from the machine but was unsuccessful. There was only one Norway employee present at the "baggage drop" counter, causing long wait times. Despite making the line twice to speak with a staff member, I was directed back to the machine, resulting in missing the flight due to the extended process. The Norway employee mentioned it was my responsibility or the agent's to address the situation. This interaction occurred 1 hour and 20 minutes before the flight departure. As a result of these complications, I incurred additional expenses for transportation and had to purchase a new ticket for a later flight. I am hoping to receive communication from Kiwi to address this issue.
Reported by GetHuman829987 on الخميس ٢٨ يونيو ٢٠١٨ ١٧:٤٤
I made a flight reservation through Kiwi for a round trip from Orlando to Dublin. I received a notification that my flight to Ireland had a schedule change, leaving me with a tight connection in Providence. I want to switch to an earlier flight from Orlando on Frontier Airlines and I'm willing to pay the fare difference. Kiwi informed me that it has been over 24 hours since booking, so they can't assist me. They proposed an alternative flight with Southwest for an extra [redacted] euros but didn't provide details on how to proceed. I find this unsatisfactory. I'm requesting to be moved to Frontier flight [redacted] departing at 8:30 am. My booking number is [redacted].
Reported by GetHuman-artbermc on الجمعة ٢٩ يونيو ٢٠١٨ ٠٠:٥٤
Two months ago, when we booked our flights, we planned for a brief 2-hour layover in Guadalajara. However, we have just been informed that it has been extended to 10 hours without our prior knowledge or consent. This situation needs immediate attention as we cannot accommodate such a long layover. Please contact me at [redacted]. If I do not answer within the next hour and a half, I might be on the plane, so please try calling back in about 2 hours. I am disappointed as I have researched extensively about this issue and if not resolved, I will be forced to express my dissatisfaction through negative reviews and formal complaints. I expect prompt action on this matter to avoid further escalation and will consider all available options if not rectified promptly.
Reported by GetHuman833865 on الجمعة ٢٩ يونيو ٢٠١٨ ١٨:٠٩
Hello, I reserved a round-trip flight for myself and my partner, but I am unable to check in online with Ryanair due to issues with the booking numbers. I reached out to and Ryanair via email today but have not received a response. The reservation number is [redacted]. Obtaining the boarding pass is crucial as I will be traveling to Dusseldorf from the Netherlands by train tomorrow. Your prompt assistance is greatly appreciated.
Reported by GetHuman-mpampili on الجمعة ٢٩ يونيو ٢٠١٨ ٢١:٢٠
Hello, I am reaching out about booking number [redacted]. I recently encountered a troubling situation during my check-in process from Warsaw to Burgas. Initially, I received an email from Kiwi indicating that my boarding pass would be available starting June 27th. However, when I attempted to check in online on the 27th, I received a message stating that I needed to check in at the airport, potentially incurring a fee. Kiwi's online check-in closed on June 26th, at 09:25 AM UTC, as indicated by the message I received on the 27th. This misinformation led me to believe I could check in on the day of my flight, June 29th, and I subsequently had to pay [redacted] Kr at the airport due to this error. Wizz Air in Warsaw advised me to address this issue with Kiwi, emphasizing that check-in typically remains open until 3 hours before a flight. I kindly request an email address where I can forward you copies of the airport invoice and the emails from Kiwi illustrating the error. I hope for a prompt resolution as I seek reimbursement for the incurred cost. Thank you for your attention to this matter. Sincerely, M.V.
Reported by GetHuman-miraval on السبت ٣٠ يونيو ٢٠١٨ ٢٢:٣٦
Hello, I would like to inquire about my booking status with you. I have received several emails from your end with multiple confirmations, the latest one being #[redacted]. I am trying to travel to Dublin and I have submitted my picture and ID multiple times, though I still haven't received a confirmation. I tried registering with my email and received a password, but I am unable to proceed further. This situation is very frustrating for me. Could you please reach out to me at your earliest convenience to assist with resolving this issue? Thank you. Rodica Candea
Reported by GetHuman-stellay on الإثنين ٢ يوليو ٢٠١٨ ١٩:٠٩

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