Kiwi.com Customer Service Issues

Hello, I purchased my plane ticket on January 1, [redacted], and I am still waiting for my refund to be processed. I would like to use this ticket to travel in [redacted] by rescheduling the travel date. The event we planned to attend last year is now scheduled for this year, and we will have another instructor coming to teach a course at our company. Could you please advise on the process for rescheduling the travel date? Thank you.

Hello, I have booking # [redacted]11. My flight on August 27, [redacted], from Kharkov to Vilnius to Munich may experience delays due to avoiding Belarusian airspace. I am concerned about potentially missing my connecting flight to Munich. How much of a delay should I anticipate on this route and what will be the impact on my connecting flight?

I am very disappointed with your service. I experienced a significant loss today. My flight from Islamabad to Cairo, still labeled as 'Confirmed,' was a no-show with no notifications of cancellation. After traveling 3 hours to the airport, I discovered the cancellation upon arrival. To make matters worse, I lost money on transportation to the airport, a 10-day hotel booking in Egypt (£[redacted]), a now useless PCR test (£40), and a ticket from Cairo to London (£[redacted]). Neither notification nor compensation has been provided to date. I am extremely frustrated and await your prompt response and resolution for these inconveniences.

I am looking for guidance regarding my recent flight booking to Frankfurt from Paphos. I initially paid for a 20kg checked baggage but received an email stating there were carrier changes, leading me to pay an additional €96 for a different flight. Subsequently, I noticed that only a 10kg baggage allowance was booked. Despite attempting to rectify the situation with Kiwi.com, I was unsuccessful and now face a potential 3-month wait for a refund. This echoes a previous experience where I only received €10 back for a €[redacted]+ flight canceled due to COVID-19 last year. I am frustrated by these circumstances and hope to receive assistance promptly. Thank you, Alexander Elia. [redacted]

Hello, I am reaching out regarding my round trip flight booking to Poland that I made on your website for a departure on June 10th and a return on June 13th. I was charged €[redacted].40 for the flight reservation, however, when I arrived at the airport on Thursday, I was denied check-in as my booking was cancelled. I do not understand because I did not receive any email about a cancellation, and I continued to receive flight confirmation SMS messages. As a result, I had to pay €[redacted].57 for a new outbound flight and €[redacted].84 for a new return flight. I am requesting a refund of €[redacted].81 for the total amount I had to pay. This includes a refund for the additional amount I had to pay, which is €[redacted].41, due to your lack of professionalism.

I am seeking assistance from kiwi.com regarding my refund for a Tampa to Prague ticket purchased on 4/6/20 for $[redacted]. I initiated the refund process on 4/12/20. Despite being in touch with them over the summer of [redacted], I was advised to be patient. An email response from Kiwi.com's Fernanda Zago Marchi on 2/22/21 mentioned having heard back from LOT Airlines but not from JetBlue Air, indicating a delay in processing my refund. I am willing to accept a partial refund from LOT since only a small portion of the journey involved JetBlue Air. My attempts to contact Kiwi.com directly through their website have been unsuccessful. Thank you for any assistance provided. - M.N.

I am looking to book a flight from Frankfurt am Main, Germany to Tenerife, Spain. However, when trying to select the nationalities of the passengers – my Cuban boyfriend and myself (Colombian) – I cannot find Cuba listed under "C" or "K." We both reside in Germany and hold German residence permits. I listed him as German out of necessity, but I am concerned about the accuracy of this information and any potential issues it could cause during our trip. I have not completed the purchase yet, as I am worried about giving incorrect details on our tickets. Can you advise me on what to do? I do not want to lose the flight I found after searching for days to fit my budget. Thank you. Best regards, M.F. O. C.

Subject: Urgent: Refund Request for Booking Reference [redacted]17 Dear Sir/Madam, I am writing to address the lack of communication from Kiwi regarding my refund request for booking reference [redacted]17. Over a year ago, my travel plans were disrupted by Covid-19, and despite numerous attempts to follow up, I have yet to receive any updates or the refund I am owed. I am reaching out one final time to request a full refund within 7 days to avoid escalating this matter further. Failure to do so will result in me pursuing legal action and reporting the issue to the Department of Transportation. My family and I are facing financial hardship, and it is imperative that this matter is resolved promptly. I appreciate your immediate attention to this matter. Sincerely, Chloe O'H.

Hello, I am K. Almour, and I purchased two flight tickets from Rome to Tel Aviv and back with booking number [redacted]82 for my relative N. Shalah. The flight from Istanbul to Tel Aviv was canceled, causing her inconvenience due to COVID-19 restrictions. Consequently, she could not proceed with the journey and opted not to fly. I have requested a refund for all the flights booked through your website and have been awaiting a response. Unfortunately, I have been unable to locate a phone number to directly contact your team, which has led to frustration. I would appreciate if you could reach out to me promptly to address this matter. Thank you in advance.

I booked a flight from Berlin to Valencia yesterday (Booking Number: [redacted]61). The booking got canceled, and the alternative options provided are much pricier than expected. I am seeking a full refund for the entire trip since I have already arranged accommodation through Airbnb. I am disappointed by the lack of a customer service hotline to resolve this issue by speaking to a representative. It is my first time booking through kiwi.com, and this experience has been unsatisfactory. I trust that the flights displayed will remain unchanged when making a purchase. It is frustrating that after both kiwi.com and Ryanair canceled our flights, we are now facing more expensive alternatives. I anticipate a prompt refund and hope to resolve this matter swiftly. Wishing you a pleasant week and looking forward to your response. Best regards, Fawaz Al-Izzy.

I was supposed to take a flight yesterday, but unfortunately, I was not allowed to board. The Srilankan Airline boarding counter informed me that the ticket was not valid and I couldn't fly. They suggested booking through a Travel agent, saying that the Kiwi website was not reliable. However, I only have 9 days left in Malaysia according to the immigration rules. If I need to book through a travel agent, it will cost Rm [redacted], which I cannot afford in this urgent situation. I kindly request a refund for the ticket expenses promptly to assist me in this difficult situation. Thank you in advance for your help.

I am reaching out about a multi-city flight I booked last night with Booking Number [redacted] [redacted] [redacted]. It includes a flight from Toronto to Vancouver on June 30th and a hidden destination flight from Vancouver to Toronto, continuing to Frankfurt and Birmingham on July 4th. I wish to disembark in Toronto and forego the subsequent flights. However, I later discovered that to comply with the UK's COVID-19 regulations, I must arrange and pay for a quarantine location and two COVID tests, unforeseen at the time of booking. As a result, I am seeking a refund resolution for the return journey. I am content with retaining the one-way ticket from Toronto to Vancouver but would appreciate a partial refund (only for the return hidden destination leg) credited as Kiwi Credit for future flight purchases. Thank you for your assistance.

I am contacting you regarding a multi-city flight I booked last night with Booking Number [redacted] [redacted] [redacted]. The booking includes a flight from Toronto to Vancouver on June 30th and a hidden destination flight from Vancouver to Toronto, continuing to Frankfurt and Birmingham on July 4th. I plan to disembark in Toronto and skip the remaining legs. However, I recently discovered that to enter the UK under COVID-19 restrictions, I need to pre-book a quarantine residence and two COVID tests. This additional expense was not factored into my original booking. I am seeking a refund specifically for the return leg of my trip. I am open to keeping the one-way ticket from Toronto to Vancouver but would like a partial refund for the return flight in the form of Kiwi Credit for future purchases. I value your service and hope we can reach a solution as I do not intend to travel to the UK given the current circumstances. Thank you for your assistance.

Hello, we have been trying to contact your customer service team but have been unsuccessful. During our second flight leg from Incheon to Manila, we were offloaded because Kiwi deemed our ticket invalid. Our booking number is [redacted] [redacted] [redacted]. Due to this error, we had to buy another ticket, resulting in a three-day airport delay, losing five checked bags, and purchasing an extra non-refundable ticket we couldn't use. This set us back at least $12,[redacted] USD. We are requesting a refund for the ticket you sold us, as it was not transferable between Incheon and Manila. Kiwi notified us weeks before our purchase that transfers were not allowed in Incheon. Please reach out to us at [redacted] to expedite our refund, as we paid for the corrected flight through our bank account and need the funds urgently.

Hello Kiwi, I need to make changes to my trip due to a conflicting date. Here are two options I have in mind: Option 1: - 30 AUG: Amsterdam to Barcelona - 5 SEP: Barcelona to Lisbon - 11 SEP: Lisbon to Amsterdam Option 2: - 20 AUG: Amsterdam to Lisbon - 28 AUG: Lisbon to Amsterdam - 30 AUG: Amsterdam to Barcelona - 6 SEP: Barcelona to Amsterdam I've been unable to make these changes on your website or through the manual messaging service. I'm under a lot of stress over this. Can you please advise on the most cost-effective solution? Looking forward to your reply.

When they changed my confirmed reservation, they offered alternatives that weren't feasible for me. I proposed another solution, even willing to accept a 30% price increase. Unfortunately, there was no response from them, no customer service follow-up. It would have been easier if they had given me a credit to choose another ticket instead of imposing a choice. This situation feels like a scam and a breach of insurance obligation. Both parties are bound by a contract, and if necessary, the law will have to intervene.

Hello, Our booking number [redacted]80 Bx IBIZA round trip for September [redacted] was canceled due to government regulations for COVID. Despite several messages on my KIWI account, we have not received a refund yet. In our recent messages on June 1st and 21st, we inquired about the process to book two new tickets for the same destination in September [redacted] using the credit from [redacted], but we have not received a response yet. We are hopeful to receive further information soon. Regards

Dear all, I wanted to share my recent experience with a flight booking through Kiwi.com and Wizz Air from London Gatwick to Athens. Unfortunately, the first leg of my trip was canceled, and the return flight was delayed by 92 hours. I had also booked a suitcase for both flights and opted for the Flexi option through Kiwi's site. I am now in need of advice on the best course of action: 1. Cancel both flights and request a full refund. 2. Find a cost-effective alternative from London to Athens and understand how the £85 suitcase booking will be handled if I choose a different flight option. I am feeling quite confused and would greatly appreciate prompt assistance. These unexpected changes have caused significant disruption to my schedule and work commitments. I urgently need to resolve this matter and seek clarification to finalize my plans. Please contact me via email or phone [redacted]1 at your earliest convenience. Booking number: [redacted] [redacted] [redacted] Kind regards, Eleni

Hello, my name is Prabhpreet. I made a flight booking with you on June 11 for a flight on July 2. Due to some reasons, I had to change it to July 9, [redacted]. I have reached out to your helpdesk multiple times but have not received any responses. Is there a specific reason for this lack of communication? Could it be because I am requesting a refund for both flights? I was instructed to select the refund option for the July 2 flight, but I cannot see it in my account. Only the July 9 flight is visible, and it has been pending for 2-3 weeks now. Your team member assured me that the refund for July 9 would be processed automatically, but it has not happened yet. I am confused and concerned about the delay.

Good afternoon, I need a solution as soon as possible regarding the status of my refund for a flight ticket with your company. The reference number is [redacted] [redacted] [redacted], which experienced some issues with my bank freezing the ticket amount, yet on your website, it shows as refunded. I urgently need that money refunded to be able to return from Mexico City to Spain (my country) as I do not have any other means to obtain more money and relied solely on that amount for my return to Spain. I kindly request that you provide a solution promptly due to the urgency of my situation that I have just explained. My email is [redacted] I await your response as soon as possible as this is urgent. Thank you very much. Transaction ID: c8d5c376-9fc7-4bd3-ab65-9e8549fe88a4