Kiwi.com Customer Service Issues

My reservation [redacted] encountered an error in processing. My flight is scheduled to depart on Friday at 8:45 am from Buenos Aires to Chile. Upon receiving the ticket, I immediately contacted the airline to address this issue. With my travel date approaching, I am in urgent need of a resolution. I am disappointed by the technical glitch on the website, resulting in the selection of an incorrect flight schedule. I kindly seek your prompt assistance on this matter as I cannot afford to book the same flight again due to the website error. Your prompt attention to rectifying this error would be greatly appreciated.

Dear valued customer, Due to the challenges faced by the travel industry during COVID-19, Kiwi.com has been navigating various refund policies from different carriers. Ryanair has opted to provide refunds in the form of vouchers. If you prefer a monetary refund, you can now apply directly with Ryanair. They have a process in place for customers of online travel services to request monetary refunds, which requires providing booking details and proof of identity. If you've already requested a voucher to be converted to a monetary refund, Kiwi.com is handling it for you. For more information on how to proceed with a monetary refund application, visit our Help Center. Thank you for understanding as we strive to secure the best refund options with airlines. Your Kiwi.com team

Dear Sir or Madam, I am writing to express my dissatisfaction with the service I have received from Kiwi regarding my flight from Larnaca, Cyprus to Freetown, Sierra Leone on August 1, [redacted]. Despite the cancellation of the flight due to the COVID-19 outbreak and being offered a voucher, I specifically requested a refund of €[redacted], as is my right under European Regulation (EC) no. [redacted]/[redacted], Article 5. However, I have yet to receive the refund as requested. I urge Kiwi to process the €[redacted] refund within 30 days to the same payment method used for the flight purchase. I have encountered delays and excuses which have caused me significant stress. The lack of communication and transparency from Kiwi, as they claim to be waiting for the airlines to issue the refund, is unacceptable. Please address this matter promptly to avoid further action, as I am prepared to escalate this issue and seek assistance from the appropriate regulatory bodies. Your cooperation in resolving this matter is greatly appreciated. Sincerely, Olusegun O.

To Whom It May Concern, There was an issue with Mr. Munkelt's attempted phone calls to your customer service. Despite several attempts, he was only able to speak to a woman who claimed she was not responsible and abruptly ended the call. The relevant information pertaining to Mr. Munkelt is as follows: Policy Nr. SKY[redacted], Ticket Nr. [redacted][redacted], PNR M3R43. I also tried to reach out on his behalf last Friday, but after waiting in the queue for thirty minutes, I was unable to make contact. The reason for Mr. Munkelt's intended travel was to visit his mother. However, he was not permitted to board a flight to Africa from Mulhouse Airport due to his EU citizenship conflicting with regulations. As Mr. Munkelt has travel insurance, he is seeking a refund. Please note, Mr. Munkelt is deaf and mute and prefers communication via email. His email address is [redacted] Kindly include me in any correspondence with Mr. Munkelt. Thank you and regards.

I need assistance with a refund request for my cancelled flights, which were part of booking reference [redacted] [redacted] [redacted] from September 2, [redacted]. Despite cancelling the trip due to the flight cancellations, I have not received my refund over a year later. The current status remains "Waiting for the carrier," and the AI customer service line claims my booking reference is invalid. I am frustrated by the lack of communication and the extended delay in processing my refund. I would appreciate a prompt resolution to this matter.

Good morning, On September 7th, I booked tickets for my two nieces from Beirut to Sofia. I have received an email from you regarding the booking. I would like to request a refund to my account for the booking issue that occurred. The booking number is [redacted]. The original trip cost was [redacted] EUR and the new option is priced at [redacted].34 EUR due to an airline technical issue. I am being asked to pay an additional [redacted].34 EUR for this new booking. If I do not wish to proceed with this alternative offer, I would prefer a refund of the original [redacted] EUR. I appreciate your assistance in resolving this matter promptly. Thank you for your understanding. Best regards.

I have a flight booked for October 1st from Athens to Rome Ciampino Airport and then from Rome Fiumicino Airport to Mykonos on October 2nd. I will have a 17-hour layover in Rome between flights. Even though I have a business Swiss Schengen visa for this touristic trip, Italy currently does not allow foreign tourists. During my layover, I know I won't be able to leave the airport and will need to travel to the other airport in the city. Do I need a transit visa for the 17-hour wait, given that I have a Schengen visa and will be flying to another Schengen country, Greece? My reservation number is [redacted], and my name is Melehat Deniz Bayatlı. The flight from Athens to Rome Ciampino is on Ryanair, flight number FR1299; the flight from Rome Fiumicino to Mykonos is on Wizz Air, flight number W68261. I arrive in Rome on October 1st at 17:55 at Ciampino Airport and depart on October 2nd at 10:55 from Fiumicino Airport.

Hello, I purchased three flights from Vancouver, British Columbia, Canada, to Istanbul, Turkey, with a layover in London back in May [redacted]. I originally spent almost $[redacted].00 CAD. However, the London to Istanbul leg was canceled, leading me to spend an additional $[redacted].00 CAD to rebook it. The Vancouver to London route was canceled and rescheduled twice, with the final change being made four days before the flight. The airline not only canceled flights but also offered costly alternative options, which seemed like a scam. I received a partial refund of $[redacted].33 euros on August 11th, but I am still waiting for the rest of the money owed. For reference, the original bookings were as follows: Booking #[redacted]80 Vancouver to Istanbul via London $[redacted].34 CAD Booking #[redacted]50 London to Istanbul $[redacted].00 CAD I apologize for any spelling errors in my message. I am frustrated by this situation and simply want a resolution. Contacting an operator at KIWI has been impossible, making their business practices appear dubious. Thank you, Linda BP

Hello, I wanted to discuss our tickets booked under [redacted]5. Due to COVID-19, our flight was canceled. We need clarification on the available options for a refund. Despite numerous attempts, we are facing difficulties accessing our booking and applying for a refund due to restrictions on the website. We are loyal users of your platform and always recommend it to our friends and family. We hope your company can go the extra mile in resolving this matter promptly. I have included two additional email addresses in this thread for your convenience. Eagerly awaiting your response. Thank you for your anticipated support. Best regards, Roy S.

Hello, I made a booking for five tickets for my family on 4.08.[redacted], but we haven't received our refund yet. The airline canceled the flight, resulting in a significant loss for us. I've emailed you previously at [redacted] regarding this matter. Could you please assist me at your earliest convenience? Thank you for your attention to this matter.

I made a booking for a trip from Hamburg to Alicante with a stop in London using KIWI.COM. The flight from Hamburg to London with British Airways was delayed, causing a scheduling conflict that made the trip impossible for me. I received alternative options via email, but none of them were suitable. I attempted to reach out to KIWI.COM without success, so I waited for more potential alternatives. However, today I discovered that my reservation no longer exists. Upon checking with the respective airlines (British Airways and Wizz), I found that the flights are still booked but the times are incompatible. Now, I am unsure if I need to resolve this issue with the airlines directly or if KIWI.COM should assist me. Unfortunately, I am unable to contact KIWI.COM without a valid reservation number, as the one I have is no longer recognized. Your assistance in resolving this matter would be greatly appreciated. Thank you. Best, G.P.

Good Afternoon, I submitted a refund request on July 19, [redacted], but have not received any response from Kiwi.com regarding my application. The reason for the refund is that I did not receive my boarding pass for Flight No. FR6055 on July 18, [redacted], from Charleroi Airport to Venice Treviso. Despite going to the airport to check in, I could not find my flight listed. This caused me to miss both my initial flight and the connecting flight to Bari, Italy. I paid for both tickets through Kiwi.com and was left with no option but to miss my holiday due to the nonexistent flight that Kiwi.com had booked for me. I request a refund for Booking No. [redacted]23 and am eagerly awaiting an explanation and response from Kiwi.com. Sincerely, C.K. [redacted]

Hello, my name is Shevon Mcfarlane. I recently made a flight booking on your website, but unfortunately, there have been changes to the flight schedule that were not my doing. This will result in me having to spend more time than anticipated at the airport. My booking number is [redacted]43. I am reaching out because I had to pay additional fees for the adjusted flight, even though the changes were out of my control. I am puzzled why I had to incur extra costs and why no provisions were made for my inconvenience. This situation seems rather unfair to me as a customer. Moreover, I had to alter my travel insurance coverage, as I believed it would assist in such circumstances. I would appreciate your prompt response regarding this matter to determine the necessary steps for my upcoming flight, considering the significant amount I have already paid for it. Thank you, Shevon Mcfarlane

I have been waiting patiently for over a year for a response and still have not received the money owed to me by your company. I filled in the required details but received another email requesting more information. I am still awaiting a refund for my canceled trip on 3/10, with reference number [redacted]. I was told the issue was resolved, but the refund has not been processed yet. I understand delays can happen, but after such a long wait, I am eager to receive the refund without further delays. Thank you for your attention to this matter.

Subject: Check In Issue with Kiwi Booking Dear Sir or Madam, I am writing to address a check-in problem we encountered for a flight booked through Kiwi last Saturday (October 2nd). Our journey was from Frankfurt Airport to Faro Airport with Ryanair (flight number: FR4160). When we attempted to check in our baggage, we were informed by the airline staff that we had to pay 55€ per person as we had not completed online check-in beforehand. Despite the possibility of online check-in until two hours before departure, Kiwi sent us an email at 11:14 am stating that the check-in time had elapsed. This was incorrect, as we still had almost two hours remaining for online check-in. It was disappointing to have to pay a considerable fee when we were on time for the process. We are requesting a refund for the unexpected charges incurred at the baggage drop-off. If further details are necessary for your investigation, please let us know, and we will provide any required information. We look forward to resolving this issue promptly. Kindly contact us via email at [redacted] Thank you for your attention and assistance. Best regards, Nina and Eva Watrin

Dear Sir or Madam, I am writing to seek assistance regarding our upcoming flight to Dubai and a 2 hour 15 minute stopover in Tel Aviv. We are Austrian citizens performing COVID-19 checks and have a transit dilemma. We were informed by Ben Gurion Airport that transits are not possible, creating confusion as to why tickets connecting through Tel Aviv are sold. Our flight with Ryanair from Vienna involves landing in Tel Aviv before the connection to Fly Dubai. We were instructed to exit the transit zone, check in physically, which we cannot do online, then re-enter the airport for our connecting flight. We have concerns about PCR tests and entering Israeli territory, as we aim to strictly transit. Your prompt clarification and guidance on navigating this situation for smooth check-in and boarding our onward flight at 13:25 would be appreciated. Thank you, Romana Reiterer, BEd

I am writing on behalf of E.M. and M.C. to address the issue that arose after booking the flight from Naples to Malta and back on November 6-8, [redacted]. Kiwi.com confirmed booking number [redacted]00 and issued electronic tickets but on October 8, [redacted], they informed us that the carrier had modified the trip, specifically canceling the Naples to Catania flight. When choosing an alternative option and opting for a refund for the Naples-Catania route, we were unable to reach Kiwi.com by phone to get clarifications on the other legs (Catania-Malta and Malta-Naples). We are very disappointed with the lack of assistance in reorganizing the flight plan, especially due to the confusing communication from Kiwi.com regarding the cancellation of the Naples-Catania flight or the entire Naples-Malta round trip. This serious service issue will be reported to the relevant authorities.

Regarding BOOKING NUMBER [redacted] [redacted] [redacted] I have received 3 emails titled "Booking [redacted]39: Carrier changes affect your trip." Each email offers alternatives due to changes. Clicking on the links provided leads to a page stating the booking doesn't exist. Despite the alternatives offered being unsatisfactory, I managed to access my flights using the Latam reservation number 'RHHULD' on the Latam Airlines website. I changed the alternative reservation to an acceptable flight (Latam flight LA2148). The "Download e-ticket" button in the first email worked, and I have the updated itinerary with the changes I made. The current itinerary, with Latam flight LA2148, is satisfactory, and I hope it remains unchanged. Thank you, A. Pemberton

I recently booked a flight through your platform from Lyon to Mumbai with layovers in Istanbul and Sharjah. Unfortunately, I encountered issues at Lyon Airport where customs officials prevented me from boarding. They were unable to see my connecting flights, particularly the second Air Arabia flight as their online check-in service had not commenced. Consequently, they mistakenly assumed I intended to stay in Istanbul rather than continuing to Mumbai. Despite not planning to leave the international zone in Istanbul, they requested a Turkish visa. I have transited through Istanbul in the past without such requests for an e-visa. I also provided all the necessary information for online check-in, yet it was not completed by your service.

I made a flight reservation with KIWI.com for 16 August for my friend, Edmond M., under booking number [redacted]32, at a price of [redacted].23 euros. The booking was later changed by KIWI to booking [redacted]48 for 17 August, which was then canceled by the airline. It's now 17 October, and I have not received my refund despite numerous messages sent without any replies. As of today, the 20th of October, I still have not heard back. Their automated messaging system is unhelpful, and the lack of a phone number for direct contact with a person is frustrating. I advise against using this website based on my experience.