Kiwi.com Customer Service Issues

On March 31, [redacted], I purchased a round trip flight to Hawaii through Kiwi. Shortly after the purchase, I was informed of an additional charge for selecting an actual seat, which was a new experience for me with any travel service. Kiwi then emailed me an e-ticket, instructing me to print it out. The total cost I paid to Kiwi was $[redacted].41. Despite my efforts, I was unable to have the e-ticket or boarding pass on my phone after contacting Kiwi through phone and website messages. On April 10, I received a text message from Kiwi regarding changes to my flight itinerary, supposedly initiated by Frontier Airlines, resulting in me missing my connecting flights. Presented with limited options on Kiwi's website, I could either pay more for a different flight or receive a partial refund, which led to me choosing to cancel the flight. Despite voicing my concerns to Kiwi representatives, including a supervisor, they maintained their policy of not providing a full refund in such cases, leading me to believe this is an unethical practice. Unfortunately, my credit card company has not agreed to dispute the $[redacted].41 charge. I firmly believe I am entitled to a complete refund in this situation, as I cannot afford to bear the cost of Kiwi's flight cancellation procedure. Additionally, I have escalated this matter to the FAA for further investigation. Thank you for your attention to this issue.

Hello, I recently organized a trip to Siargao Island and separately booked my flight from Cebu City using Kiwi. My flight was rescheduled, delaying both the incoming and departing flights by five days. This change affects my time in Siargao and subsequent return flights. Kiwi asked for an extra $[redacted] to modify the flight, which seems excessive since the original cost was about $[redacted]. My arrival is scheduled for July 7 at 10 am, and departure on August 5 at 11 am. I attempted to find a contact number for assistance, but was unsuccessful; eventually, I messaged Kiwi's help desk. However, I have yet to receive a response after several days. I am eager to resolve this matter promptly. Thank you for any assistance.

I made a booking with Kiwi.com on May 29th, [redacted], for a flight from CANCUN, Mexico to CUSCO, Peru. Unfortunately, a few days later, my reservation was canceled. I paid for the booking using my BBVA credit card. As of today, June 24th, [redacted], I still have not received a refund. The amount of money involved is significant to me. I am unable to reach any Kiwi representative for assistance. After reading several negative reviews online regarding Kiwi, I am concerned about the status of my refund. I have contacted my bank, BBVA, but they have informed me that the establishment holds the funds and not the bank. I urge Kiwi to expedite my refund process.

Dear Sir or Madam, My name is Tobias Hegger, and I booked a flight with the travel agency Kiwi.com last year in May. Due to COVID, my flight was canceled, and I changed it to a different date paying an additional charge. I relied on their deceptive advertising of 'the Kiwi.com guarantee,' which turned out to be meaningless. Unfortunately, the rescheduled flight was also canceled. I requested a refund at the end of May [redacted] and have been waiting patiently for over a year now. In January [redacted], I inquired about the status, and they informed me that they are still waiting for the carrier. For the past month, I have been trying to contact Kiwi.com regularly without any response. The status still shows 'pending, waiting for the carrier.' I have tried calling them numerous times for information but to no avail. I reached out to the airline, and they confirmed they have already issued the refund but advised me to check with the travel agent. I am extremely frustrated and unsure how to reach Kiwi.com. I hope you can assist me in finding a resolution. Thank you and Kind Regards, Tobias Hegger

Subject: Cancellation and Refund Request for Flight Booking Dear Customer Service, I am writing to request a cancellation and refund for my flight booking to Belgium due to a serious illness. I suffered a stroke and am currently hospitalized, making it impossible for me and my family to travel as planned. Thank you for your understanding. Sincerely, Anaclet Bangiricenge

I have been waiting for a whole 24 hours for my flight to be booked. I made plans and already secured my accommodation. The delay is causing unnecessary stress. Every time I call and enter my flight number, the automated system states they are still trying to book my flight. This is unacceptable as this is the only suitable flight for me. I am uncertain if it has been booked. I contacted Kiwi but couldn’t find an email address. I appreciate your efforts, but waiting this long for a booking is too much. I had a positive experience with your service before, which is why I returned as a customer. I am anxious about this delay and its potential impact on my plans. I urgently need assurance that the booking is in place to avoid any issues with my accommodation. Thank you for your assistance and I hope you have a pleasant weekend. Best regards, Ryan D.

I have booked a flight to Mallorca with my wife under booking number [redacted] [redacted] [redacted]. The confirmation instructs us to provide additional passenger details (Carrier booking reference: LDSUMX) for online check-in. A phone number is provided, but contacting it directs you to a hard-to-find help desk. Why provide a phone number at all? What passenger details are they referring to? Can I choose them myself? Maybe medical conditions, athletic preferences, or sexual orientation? The same applies to my wife's return flight under booking number [redacted] [redacted] [redacted] (NF5DKE). Could you please clarify this for us? Respectfully, Emmerich.

Hello, I would like to address an issue regarding my reservation made on June 17th (see attached). I have organized my family trip by making deposits based on the confirmed booking. However, 11 days later, your agency informed me of changes requiring additional fees. I fail to comprehend why I should bear the inconveniences of a modification that is not due to any action on my part. This unexpected change disrupts my plans and is expected to cost me a minimum of €[redacted] or potentially more. I kindly request a prompt proposal for a travel arrangement similar to my initial reservation without any extra charges. I am counting on your quick response to resolve this matter efficiently. Best regards, Alain J. [redacted] Tel. 33 [redacted]48 Flights Paris-Athens for 4 people Reservation [redacted]

Hello, I am Petru Andrei Mihailescu from Romania. I purchased tickets for myself and my friend, Alexandru Tiu, from Victoria Falls, Zimbabwe to Bucharest, Romania with reservation number [redacted]6. On May 25, [redacted], there was a last-minute change to the itinerary you suggested, which I accepted. However, upon arrival in Johannesburg, South Africa, we discovered that the connecting flight to Tel Aviv, Israel with El Al Israel Airlines (LY52) did not exist and you did not inform us or offer an alternative. This led to a series of inconveniences including purchasing new tickets, missing work, repeating Covid-19 tests, losing luggage, and enduring a difficult transit experience. I have all the necessary documentation to support my case and seek compensation for the financial and emotional distress caused by these issues. I await your prompt response to resolve this matter amicably. Thank you, Petru Andrei Mihailescu.

I need to cancel the connecting flight portion of my trip from Toronto to Frankfurt via Birmingham. As I will stay in Frankfurt, I want to buy a checked bag but can't due to it getting sent through to Birmingham. I'm having trouble reaching Kiwi as they only provide a French Canadian contact number, which I don't speak. Even Lufthansa, the airline I'm flying with, directed me back to Kiwi for assistance.

Dear Sir or Madam, I would like to inform you that my flight from Kiev to Venice scheduled for 21 August has been canceled without my consent. The alternatives presented to me come with additional costs, which I find unreasonable as I did not initiate the cancellation. This change has significantly disrupted my plans, including my work schedule, as the proposed alternative flight is on 22 August and involves a longer travel time. I am seeking a free alternative flight or a refund for the initial booking. I kindly request a contact number to discuss this matter further. Your prompt assistance in resolving this issue would be greatly appreciated. Sincerely, Yana

Good morning, my name is Altagracia G., and I've booked a trip through your agency to the Dominican Republic. I am looking to change my return destination. My Booking No. is [redacted]12. I would like to update my return flight from Santo Domingo SDQ to Orlando, Florida instead of Saint Croix - STX for August 16, [redacted]. I contacted Jetblue yesterday to make the changes, canceled the return flight, but I wasn't able to get a Travel Bank Credit from them. When I tried calling them directly, I was put on hold for over 2 hours. I would appreciate your assistance in making this change for my return flight. Thank you for your help.

After cancelling my flight due to COVID, I requested a refund through Kiwi, who directed me to contact the airline for the refund. The airline indeed refunded the purchase amount to the card used, which was under Kiwi. Kiwi requested proof of the airline refund to process mine further. I sent the proof via Helpcenter chat but have not received a response. Despite following up multiple times through Helpcenter messages and attempting to call customer service, I have been unable to get through. I am seeking assistance to expedite the refund process with Kiwi.

I would like to cancel my flights as they have been changed multiple times, resulting in inconveniently long layovers and additional expenses. Despite your refund policy warning about potential limitations, I believe I am entitled to a full refund due to the continuous schedule changes that have rendered the flights impractical. As a student, this situation has created undue financial strain. I kindly request your assistance in processing a full refund. Thank you for your understanding and help.

Hello, I need assistance. Our planned trip to Greece encountered unexpected changes. To accommodate this, we paid an additional fee to modify our tickets. Unfortunately, we are unable to travel to Greece today due to unforeseen circumstances. We had purchased tickets with modification insurance and are hoping to change our destination. However, we are facing issues as shown in the attachment, indicating that the last modification is still pending after more than 3 weeks. The ticket prices are rising rapidly, and we are eager to redirect our trip to Martinique promptly. If this is not possible, considering the trip was altered due to a canceled flight, we are also open to the option of a refund. We hold a positive view of Kiwi.com and trust that you will assist us effectively in this situation. Best regards, Rostane

Dear Ladies and Gentlemen, Last Sunday, my family and I were at Trieste Airport after a long journey from Zagreb by car. We had a reservation for a hotel and a Ryanair flight from Trieste to Malta on July 4, [redacted], at 11:00. We encountered a significant issue at the airport because my 5-year-old son was not vaccinated. Although it is recognized throughout the EU that children under 6 are exempt from vaccinations and testing, the airport personnel insisted on testing my child, which was not available at Trieste Airport. Consequently, our flight to Malta was canceled. We were provided with a new date from the hotel in Malta (September 16 - 23, [redacted]). Is it possible for us to reschedule our flight for free from either Trieste Airport or Zagreb with a direct flight? Could you please arrange a new ticket for us for the new date of September 16 - 23, [redacted]? Thank you. Prof. Dr. Dario C.

I have a flight booked from London STN to Kefalonia on July 17th through Kiwi.com. The flight includes a stop in Milan before heading to Kefalonia on EasyJet flight U2 [redacted] at 18:00. However, due to travel advisory warnings and the amber list restrictions for Kefalonia, I am unable to proceed with the trip. As a result, I need to cancel the flights and request a full refund. I have attempted to reach out to Kiwi twice without any response, so I am hoping to receive assistance promptly via email. Thank you.

I purchased a ticket with a connection in Kuala Lumpur, Malaysia, that requires transferring between airports from KLIA-1 to KLIA-2, which is not allowed in Malaysia. Malaysia Airport has explained that passengers can transit within the same terminal without going through Immigration. However, they have stated that transferring between KLIA and klia2 is not possible. Since Emirates operates at KLIA and Air Asia at klia2, it's impossible to transfer between these terminals. This situation prevents us from continuing our journey to Manila and Cebu City. We urgently need a solution to change our flights departing from KLIA. As parents with vaccination records, we seek a prompt resolution to this issue. Thank you. Best regards, Jeralyn and Dr. Holger F. with children aged 4 and 8.

Subject: Follow-Up Regarding Booking # [redacted]44 Good morning, I hope this email finds you well. I am reaching out to inquire about my recent booking with Kiwi using Booking Number # [redacted]44. Upon review of the attached e-ticket for Flight # WG81 with Sunwing Airlines scheduled for April 19, [redacted], I discovered that Sunwing Airlines has no record of my booking. I have contacted my credit card's bank (FCIB) and been patient in seeking clarification on the whereabouts of my payment of USD $[redacted].00. As a single parent preparing for my daughter's upcoming travel back to college, it is imperative that I receive a prompt resolution on this matter to secure her airline ticket swiftly. Ensuring our children receive quality education is a significant investment, and I trust that we can resolve this issue promptly. I kindly request updates on the refund process for the amount of USD $[redacted].00. Thank you for your assistance and understanding. Warm regards, D.T.

Dear Kiwi, I am a first-time user and extremely disappointed with your service and website organization. During my round trip from San Diego to Lviv with Lufthansa/Austrian Airlines, I was unpleasantly surprised to be charged $70 for check-in luggage on my return journey from Lviv to San Diego. Additionally, I encountered issues checking in for my flight from Chicago to San Diego in Lviv, seemingly needing to pay an extra fee in Chicago for this service. It appears that your focus is solely on profit rather than customer service. This unsatisfactory experience has led me to consider Turkish Airlines for any future travel, as Lufthansa/Austrian Airlines will not be my choice again. I request a refund of the $70 luggage fee promptly; otherwise, it reinforces the impression that you are exploiting customers. Your lack of accessibility for assistance or refund inquiries further adds to my disappointment. Please refund me as soon as possible. Thank you, SN