Kiwi.com Customer Service Issues

I contacted the email provided by Kiwi.com but did not receive a response. The issue arose on August 12th when JAL couldn't locate Rowena Stahley on the confirmed flight from Hanoi to Fukuoka. Instead, they found her booked on a flight for August 15th. JAL refused to change the flight date but offered a new one-way ticket to Fukuoka for $[redacted].27 or ¥51,[redacted]. Returning on August 12th was necessary due to prior commitments, incurring additional costs for hotel and transportation. JAL insisted this discrepancy is a common scam related to Kiwi.com, where confirmed flights may not match JAL's system reservations. I believe this might be an administrative error causing frustration between passengers and the airline. I kindly ask for a reimbursement of $[redacted].49, calculated as half the original fare subtracted from the cost of the new ticket. Thank you for your understanding. John Stahley

Subject: Refund Request for Reservation [redacted]32 I am reaching out regarding Reservation [redacted]32, where Nok Air has canceled my flight from Chiang Mai to Phitsanulok for the second time. Previously, I had to purchase a new ticket, but now I am hesitant to do so once more due to the recurrent cancellations. Given the situation and the disruptions to my travel plans, I am requesting a refund for the unused tickets. It has been challenging to organize my holiday when facing such flight disruptions regularly. As I have a complex travel route from Denmark to various destinations in Thailand and back, I have spent a significant amount on plane tickets. My girlfriend has also noticed the poor reviews Nok Air has received for their frequent flight cancellations and the lack of ticket refunds. As I booked my ticket through your platform, I kindly ask for your assistance in processing a refund of DKK 1,[redacted].35. I would appreciate your prompt attention to this matter and look forward to your response. Best regards, Initials

I am interested in booking a multi-city flight through the Kiwi website, with the following itinerary: London Stansted to Antalya, Turkey (Airline: Wizz Air) Antalya, Turkey to Istanbul, Turkey (Airline: Pegasus) Istanbul, Turkey to London Stansted (Airline: Pegasus) When reviewing the baggage options on the Kiwi site, I am presented with two choices: 1. 1x15kg checked bag for £99.26 2. 2x15kg checked bags for £[redacted].09 I am interested in selecting option 1 for the checked baggage, but I would like clarification if this price is for all three legs of the journey. Also, I noticed a carry-on bundle for 1x8kg cabin bag + priority boarding (Wizz Air UK). I am unsure if this is only for the London Stansted to Antalya flight or if it applies to all three legs. I would appreciate clarification on these two points before proceeding. Thank you.

On the 23rd of August, I purchased a connecting ticket to Warsaw for Yan K., born on the 26th of May, [redacted]. I provided the details from his Polish residence permit, indicating his Belarusian citizenship. The payment was made using a card on September 23rd for a ticket to Warsaw with a transfer for Yan K., born on the 26th of May, [redacted], using the same residence permit information. I initially used the email address [redacted], but I have not received the ticket email yet. My departure to Barcelona is scheduled for the 24th of August at 15:16, and I require assistance with this issue. I provided my email as [redacted], but I have not received the ticket email. My departure from Barcelona is on the 24th of August at 15:16, and I kindly ask for assistance in resolving this matter.

My initial booking #[redacted]06 was for a desired departure time and a total trip duration of 20 hours and 45 minutes. The airline modified it to a departure time that doesn't suit me, extending the trip to 28 hours and 15 minutes. This is not what I selected. I reached out to Air Canada, and they advised me to make changes through Kiwi since the alteration was not voluntary. However, the Kiwi website doesn't allow me to do so. Kindly get in touch with me to assist in making the necessary adjustments. Thank you, Ian P.

Dear Sir or Madam, I placed an order through Kiwi.com on June 29, [redacted], for two flights, Antalya to Timisoara and Timisoara to Paris. Kiwi confirmed this order the next day, assuring me that they had made the necessary reservations with two airlines: - Corendon Airlines for flight number XC603 from Antalya to Timisoara - WizzAir for flight number W63521 from Timisoara to Paris Less than two days before the flight, Kiwi informed me that they could not provide me with the boarding passes and that I needed to check in myself. However, after checking with both airlines, it turns out that Kiwi never made any bookings with these two airlines!! Not to mention the emotional distress such a situation caused me (especially in terms of stress) and the financial impact (I had to buy two tickets at exorbitant prices), I expect Kiwi to refund me the price of these two tickets that I never received, which amounts to €[redacted].52. If you refuse to do so, I reserve the right to pursue legal action, as is my right as a French and European citizen. I await your response. Julien J. Attached is my reservation.

My son booked Virgin Atlantic Flight VS45 from Heathrow to New York for £[redacted]. The booking reference was [redacted] [redacted] [redacted] made on 5 July 22 with a Carrier reservation number of D7ULDQ. Virgin informed us at Heathrow that Kiwi had cancelled the booking and refunded £[redacted].16, yet my son has not received the £[redacted] refund. The return flight to New York ended up costing me £[redacted].36. I have proof of the original booking, a print-out of Virgin Atlantic's transactions with Kiwi, and my son's bank statements showing the payment made to Kiwi with no refund received. If I don't receive a full refund of £[redacted] and details of additional compensation within 14 days, I will pursue this matter further.

I encountered an issue with my flight booking that included two connecting flights. Unfortunately, one of the flights was delayed, causing me to miss the final flight due to the time limitations resulting from the delay. Kiwi agreed to cancel my ticket and provide a refund. However, despite numerous attempts to contact them via email and phone, I have not received any response regarding the refund. I simply seek the refund that is owed to me. Where could it possibly be at this point? I reached out to the airlines, and according to them, they typically process refunds within 7 days. It has now been over 2 months since my flight date. Booking #[redacted] [redacted] [redacted].

Upon arriving at the airport, I discovered that my flight, scheduled for 31 August at 21.30 from Zurich to London Gatwick with Easyjet, had been cancelled without prior notice. My flight reference number for the affected flight is K433SGN. Easyjet presented an alternative flight several days later, which did not suit my work commitments. Consequently, I incurred costs of £[redacted].85 for a new flight and £73.02 for accommodation. The unexpected cancellation forced me to spend an additional amount to stay overnight in Zurich, as this incident disrupted my connecting journey home.

Hello, I am writing to request the deletion of my personal data as per Article 17.1 of the General Data Protection Regulation (GDPR). I am unable to access my account, and therefore, I ask that you remove my information from your records. Please also inform any third parties to whom you may have disclosed my data, in accordance with Article 19 of the GDPR. Kindly acknowledge this deletion request within one month of receiving this message, as outlined in Article 12.3 of the GDPR. Failure to respond or incomplete actions will result in me contacting the National Commission on Informatics and Liberty (CNIL) to file a complaint. Thank you for your prompt attention to this matter. Sincerely, Initials: C.H.P.V.L.F.F Email: [redacted]

I encountered an issue regarding a ticket purchase from kiwi.com for a flight from Berlin to Tel Aviv. Despite having paid [redacted] shekels for the ticket, upon arriving at the Berlin airport for check-in, I was informed that I did not have a ticket due to overbooking. Although I was assured of an immediate refund, I have yet to receive the money back on my credit card. I raised a complaint with the European Union's consumer protection in urgency to resolve this matter. My name is Lam Reuven, and my booking number is [redacted] [redacted] [redacted]. The ticket cost [redacted].64 shekels. I am still waiting for the refund promised via email, stating that the trip was sold out before booking could be completed. Your prompt attention to this issue is greatly appreciated.

Hello, I am contacting you on behalf of Vasyl and Vikoria Abdulin. Due to the unavailability of key documents, they were unable to board their flight on September 7th (Booking No. [redacted] [redacted] [redacted]) or September 8th (Booking No. [redacted] [redacted] [redacted]). The issue was that we were unaware of the necessity of an ESTA registration for a flight to Canada with a brief layover in Los Angeles, despite having a Canadian visa. This resulted in denial of boarding for the initial flight. After booking another flight through Great Britain, they were once again denied boarding this morning due to the mandatory visa requirement for a layover in London. Neither the travel agency staff nor the Ministry of Foreign Affairs provided accurate information regarding the visa requirements. We made every effort to obtain the correct information. We acknowledge your policy not to assume liability for missing documents; however, your website lacked clear guidance on required documents for the flight. Mr. and Mrs. Abdulin, Ukrainian refugees, seek to start anew in Canada with what little they have left. We kindly request your consideration for a reimbursement, even if only partially, as an exception to your policy. Thank you for your support in this important matter. Sincerely, Alice Reimann

I purchased a plane ticket from Kiwi with booking number [redacted]90 two days ago. However, after checking with Croatia Airlines, I found that a seat is reserved on the flight, but I have yet to receive my e-ticket with a correct ticket number. The upcoming flight is not showing in the app, making it impossible to contact consumer support. I would appreciate it if you could send the e-ticket to me as soon as possible.

I am seeking assistance with my booking - [redacted]. My Blue Air flight was initially moved from late evening to early morning, causing inconvenience requiring an unplanned day off work and adjustments to my transport plans. Given Blue Air's recent troubles, I am concerned about possible flight cancellations close to my departure, which could jeopardize my attendance at a vital family event in Bucharest. As a result, I am requesting a refund for my London-Bucharest ticket. While I understand I did not purchase an enhanced Kiwi service, I did not foresee these issues with Blue Air. Thank you for your help.

Hello Kiwi representative, I am planning to book a flight for my family of 20 from MNL to ENI in October. I was going through the booking process and noticed that an ID and ID number are required. 1. Can a barangay ID be used for flight booking? 2. If the kids do not have IDs yet, can we use their parents' ID numbers instead (they will be accompanied by their parents and can bring their birth certificates on the day of the flight if needed)? Please respond to me at [redacted] Thank you, Gracielle

On June 2nd, [redacted], there was a conversation in German regarding booking number [redacted]7/KW1_[redacted]43. To summarize in English, the flight from Frankfurt to Sevilla that was originally booked on May 10th was canceled within 24 hours through "fluege.de". Despite receiving an automated response from Kiwi.com stating "You do not have an upcoming journey", TUIfly requested online check-in and issued a ticket on May 16th for the same flight. After a lengthy wait on two phone calls, one in German and one in English, both assistants confirmed the cancellation was approved, and no money would be charged to the Visa credit card. However, on May 25th, [redacted], Kiwi.com debited €[redacted].00 from the POSTBANK account. Despite an auto-reply from Kiwi.com promising to resolve the matter promptly, after four months without any response or refund, the patience of an 84-year-old is wearing thin. Hopefully, someone in authority will provide a timely response this time. Regards, Hartmut Scherzer.

Dear Kiwi team, I am reaching out as I have made several calls but the issue remains unresolved. I had a credit balance of €[redacted] with your agency. However, due to a glitch on your website, despite selecting "use voucher" at checkout, money was debited from my credit card instead. This situation feels like embezzlement. I have discussed this matter with the Kiwi.com manager and was assured that the €[redacted] would be refunded directly to my credit card. To date, I have not received anything, and my credit balance has disappeared. Kindly address this matter promptly. Best regards, S.F.

Hello, I unintentionally confirmed too many flights that I didn't want. I was trying to purchase 1 flight ticket, but kept getting pop-up ads that I couldn't close. Therefore, I wasn't aware of what was happening in the background. They confirmed 1 ticket for me which didn't match anything except the name. Eventually, they confirmed 3 tickets and debited my card. When I called them, they mentioned that cancellation wouldn't be possible in our case, only changes. 1. Email: Subject: Information about your reservation Order number: LSCBJH Thank you for making a reservation with us. Here you can find important information about your reservation and some special offers tailored just for you. 2. Email: Order number: LSCBZY Flight reservation details from Gaziantep to Stuttgart for two passengers. 3. Email: Order number: LSCBJH Flight reservation details from Gaziantep to Stuttgart for one passenger. I kindly request prompt assistance and feedback.

I utilized the last of my funds through a scan payment method in order to secure my journey back to Thailand promptly for a critical family matter. However, I received a notification shortly after stating that my trip was no longer available, leaving me extremely surprised that my payment was taken without providing any confirmation. Despite the flight still being listed, I have yet to receive any confirmation or tickets. I urgently require assistance as I am now left with no resources for accommodations or alternative flights due to this issue. It is crucial that this situation is addressed promptly as I am stranded in Thailand without the means to cover essential expenses for various important reasons, primarily concerning a seriously ill family member at the hospital.

Subject: Correction Needed for Email Confirmation Dear Kiwi Team, I recently discovered an error in the email address provided while booking a flight for my girlfriend. The correct email should be [redacted] instead of the incorrect one listed as [redacted] Consequently, she has not received the confirmation email despite the payment being successfully processed. I apologize for this oversight and kindly request your assistance in rectifying this promptly. Your help resolving this matter would be highly appreciated. Below are the flight details: - Date: 26th October [redacted], One Way - From: Cancún (CUN) - To: Brussels (BRU) - Airline: Tui Fly Belgium Passenger Information: Name: Silvia Rebeca Sanchez Perez Date of Birth: 28th March [redacted] Passport Number: N[redacted]9 Billing Address: Ramón Corona 49A, Atequiza Centro, [redacted], Ixtlahuacán de los Membrillos, Jalisco, Mexico Thank you for your attention to this matter. Sincerely, [Initials]