Kiwi.com Customer Service Issues

I have been attempting to contact you for the past three weeks without any success. I was informed over the phone that there is an issue with my reservation number. The ticket I purchased ([redacted]67 cuma saglam) from San Pedro Sula, Honduras to Elazig, Turkey for January 1st, [redacted] was changed without my consent to depart from Ceiba, Honduras. As a result, I now need a new flight scheduled between January 7th and January 10th from Tegucigalpa, Honduras to Elazig, Turkey. I urgently require assistance with this matter.

I recently booked a flight from LAX to LHR with BA (flight BA [redacted]). When I arrived at LAX, I was informed that the ticket had a second leg to Athens (flight BA [redacted]) and was asked to purchase an additional ticket for $1,[redacted]. There was no prior indication of this when I booked the original flight. I had to borrow money to afford this unexpected cost and now request a refund for the price difference. Please assist me promptly. - Lauren Y. [redacted] [redacted], Los Angeles, CA [redacted] 1st Ticket: BA [redacted] $[redacted].16 Booking Reference: MNRB6T 2nd Ticket: BA [redacted] $[redacted] Booking Reference: LEGTZH

I purchased a ticket for a flight from LAX to LHR with BA (flight BA [redacted]). Upon arrival at LAX, I was informed by the staff that there was a second leg of the flight going through Athens (BA [redacted]) and was required to buy a new ticket for $1,[redacted] for the same flight. There was no prior indication of this when booking the first flight, causing me inconvenience and unexpected expenses. I had to borrow money to board the same flight I already paid for to visit a sick family member. The additional flight cost is not feasible for me, and I am requesting a refund for the price difference between the two flights. Your prompt attention to this matter is appreciated. Best, L. YoungSmith

Good afternoon, Booking number [redacted] [redacted] [redacted]. I have not received any updates from you today. If you expect forgiveness, you are mistaken. My next action will be to inform my friends and family on Facebook about the poor service from kiwi. Charging for a flight that was not taken and then prolonging the refund process is unacceptable. This reflects poorly on your company. Sincerely, Adam Skrzypek

During the global pandemic, my granddaughter needed to travel urgently from Sydney to London Heathrow due to multiple canceled flights. Despite struggling to book a British Airways flight directly, she managed to secure a ticket through Kiwi.com for a flight on the ******. Subsequently, she found another flight departing sooner and switched without any communication or responses from Kiwi.com, while British Airways provided helpful assistance. The ticket purchased from Kiwi.com was a Fully Refundable Worldwide Travel premium ticket with insurance. Unfortunately, attempts to reach Kiwi.com for a refund have been unsuccessful. We seek resolution in the form of a full refund, as our priority was ensuring our granddaughter's safety and well-being during this challenging time. - Aurora Fairbank, Flight T*M** D

Booking Number [redacted]63: We booked a flight to NY JFK through your platform for dates 22/5/[redacted] to 31/5/[redacted]. Unfortunately, Virgin Atlantic cancelled our flights due to COVID. We contacted you on 14/5/[redacted] and were informed that refunds could take up to 3 months. It has now been 4 months past the initial 3-month period, totaling 7 months, and we still have no clear information. Online, it indicates the carrier is refunding, but no specifics on whether it's money or vouchers or any timeframes. We believe a full refund is due as the flight cancellation was by the airline. We kindly request an email update at your earliest convenience. Thank you.

Hello, I'm MK CHOY. I have two issues that need attention: 1) I recently booked a flight itinerary from OPO to MAD on 2nd January [redacted], and from MAD to MDE on the same day, but I haven't received any confirmation yet. I believe the issue might be with my registered email [redacted] Could you kindly resend the confirmation to this email address? 2) I am also looking to book a flight from London to OPO to catch the connecting flight mentioned above. Could you please provide me with some suggestions for this booking? Thank you in advance.

I requested a refund for Booking #87 [redacted] [redacted] back in July [redacted]. Eurowings refunded a separate flight I booked with them and confirmed that they have also refunded Kiwi for this flight. While Eurowings has processed a full refund to Kiwi in July, my Kiwi account still shows that I am "waiting for the carrier" to process the refund. The refund has been fully paid to Kiwi. Kindly process the refund to my credit card accordingly. Thank you.

Upon arrival at Stansted airport, I was informed that only Spanish citizens with passports or resident cards could fly. This requirement was not mentioned in any documents provided by the airline or the travel agency. As an 81-year-old individual hoping to purchase a property in a sunny destination for my retirement, this news was devastating. I feel helpless and disappointed, knowing that I may not be able to proceed with my plans. I believe the company was aware of these restrictions, and I am now seeking a refund for my inconvenience. I would appreciate the opportunity to speak with a customer service representative to address this matter further.

My flight from Tenerife-Madrid to Berlin has been canceled twice. The latest offer from Kiwi/Airline has turned my original 9-hour trip into a 16-hour journey, requiring an overnight stay in Madrid at my expense. Moreover, the airports have changed from Tenerife South to Tenerife North and from Berlin Tegel to Berlin BER. This new itinerary will make me arrive 12 hours later than planned, incurring additional travel expenses and accommodation costs in Madrid. I am not interested in this revised offer and am requesting a full refund of my ticket cost: €[redacted].15.

Hello, I made a reservation to travel from Tijuana to Mexico City and from Mexico City to Monterrey, with departure on Saturday, January 9th, and my return would be on Sunday, January 17th with different airlines for both outbound and return flights. Parts of my flights have been affected as they have been canceled. Therefore, as the changes made by Kiwi.com to my unaffected flights do not fit my schedule, I would like to make a total change to my itinerary and travel at a different time that is possible for me. I appreciate your attention to this matter as soon as possible. My details are as follows: Reservation number: [redacted]84 From Tijuana to Monterrey with flight number Y4512 From Tijuana to Tampico with flight number VB4296 From Tampico to Monterrey with flight number VB4297 The following two flights were canceled: From Monterrey to Mexico City with flight number AM937 From Mexico City to Tijuana with flight number AM188 My email: [redacted] My phone number: +[redacted][redacted]

I am still waiting for my refund after submitting the request on 19/08/[redacted]. The last update I received was on 02/10/[redacted], stating they are waiting for the carrier to process it. I paid an additional 20 EUR for expedited processing. I need this refund to be issued promptly. Thank you. - L. D.

Regarding Booking Number 99 [redacted] [redacted]: I made a flight reservation to France for myself and my companion, Joyce J., from June 5 to June 14, [redacted], which was before the pandemic. When the pandemic hit, we became uncertain about the trip's possibility. Despite the flights being canceled, we have yet to receive a refund or a voucher. Despite numerous attempts, Kiwi would not assist us as our booking was not considered "active." Joyce successfully obtained a voucher after contacting you, but I have not received any compensation. I am seeking a refund or vouchers from both TAP Portugal and Vueling for the total amount of $1,[redacted].10. Joyce received approximately [redacted] Euros from TAP but nothing from Vueling. My request is for a $[redacted].55 refund or vouchers from both airlines to resolve this matter promptly. Joyce can provide additional details via her email [redacted] Your prompt attention to this issue is greatly appreciated to ensure Kiwi fulfills its promises. Thank you for your assistance. Sincerely, Jeanette K.

Regarding Booking Number ** *** *****, I made a reservation for a trip to France with Joyce Jolly from June * to June **, ****. Due to the pandemic, we anticipated the trip might not happen. When the flights were eventually cancelled, Joyce contacted Kiwi and received a voucher for [redacted].03 Euro. However, I have not received any compensation yet. I am looking for a refund or vouchers from TAP Portugal and Vueling, with the total fare being $*,***.** for both tickets. Joyce got a refund from TAP but nothing from Vueling. I am hoping for a similar resolution. Please assist me in obtaining the refund or vouchers promptly. Thank you for your attention to this matter. Sincerely, Jeanette King

I am reaching out for my daughter Chloe Buck about Kiwi Travel refunding a flight canceled due to COVID-19 in June last year. She followed the airline's instructions on June 18, [redacted], but hasn't received the refund promised within [redacted] days. Virgin confirmed the refund to Kiwi Travel on September 29, [redacted]. The booking details are as follows: Booking number - [redacted]02, Flight number - VS4021, Reservation Number - 08NF3V, LGW to BOS on 11/6/20 at 1100hrs, Amount to be refunded - £[redacted].24. Chloe hasn't been updated on the refund status. Please contact us to provide a definite refund date; otherwise, we may seek legal advice. Thank you. Chloe Buck

Good morning, I am arranging a flight for my girlfriend from Cebu (CEB), Philippines, to Fortaleza (FOR) with a layover in Manila (MNL), Istanbul (IST), and Lisbon (LIS). She will only have hand luggage. I've been informed that during the layovers in Istanbul and Lisbon, it's required to exit the international area, check-in again, and go through passport control. I have concerns about whether my Filipino girlfriend, who doesn't hold a Schengen tourist visa, can obtain a transit visa for short layovers in these airports. It has been challenging to get information, including obtaining a Turkey e-visa and responses from Embassies. Thank you, D S Italy

Subject: Inquiry Regarding Refund Request for Booking Number [redacted] [redacted] [redacted] Hello, I am writing to follow up on our refund application for booking number [redacted]. We have been patiently waiting for a response and have made several attempts to reach out to your customer service team with no success. We made a payment of £17.97 GBP over 6 weeks ago for our flight with KIWI.COM, which was insured. Unfortunately, our Dublin to Zhengzhou flight was first rescheduled to over 50 hours and then ultimately canceled, causing great disappointment to my wife who missed her brother's wedding. We are seeking a full refund and compensation in accordance with EU Regulation [redacted] (EC [redacted]). Could you please provide an update on when we can expect to receive this? Thank you for your prompt attention to this matter. Best regards, S. Cassidy

Booking number [redacted]75 I booked a ticket for an Indonesian crew member from Batam (BTM) to Medan (KNO) on Citilink, then a connecting flight to Kuala Lumpur, Malaysia (KUL) on AirAsia. Unfortunately, the crew faced issues at Medan airport (KNO) with AirAsia. Despite providing an official letter from Malaysian Immigration, they were asked for an additional document - a quarantine receipt from the Ministry of Health. The crew missed their flight due to this discrepancy. I am seeking a refund for the missed flights caused by this confusion. Another crew member I booked had no issues with a different carrier and the same documents. I am disappointed by this situation and hope for a resolution. I tried to address this through kiwi.com but couldn't find relevant contact information. I appreciate any assistance in resolving this matter. Thank you, Ms. Ain

I am Jakob Meyer, referencing Booking # [redacted]25 and contact email [redacted] Regarding my recent travel issues with Frontier Airlines: 1. For my Denver-Philadelphia flight on Jan. 5 (Frontier flight #[redacted], confirmation # DHR5TB), a refund was issued due to a gate train delay. The refund confirmation # is RFQ64, expected on my credit card ending in [redacted], not [redacted]. Please verify the refund process. 2. Since I missed the return flight (Philadelphia-Denver, Frontier flight # [redacted]), due to the initial delay, I need a refund for this flight as well. Despite being marked as a no-show, I did not board due to the connecting circumstances. Requesting refunds for both flights through Kiwi. Your prompt attention is appreciated. Thank you.

I am still awaiting my refund from Kiwi since August [redacted]! I am unable to contact anyone at Kiwi as there is no phone number. All data and conversations have disappeared so I cannot even leave a message. In September, Kiwi mentioned an error with my refund automation due to missing information for payment verification. They apologized for the delay caused by a high volume of COVID-19 related refund requests. The refund is pending resolution with PayPal. I appreciate their efforts but am eager for a prompt resolution. If you have any questions, feel free to reach out to them.Best regards, Rita N.Travel AdvisorKiwi.com