Kiwi.com Customer Service Issues

Since November [redacted], I've been charged for a plane ticket I never used. Proof shows Kiwi voyages withdrawals monthly from my Visa Cornercard. Concerned my Visa card was compromised, I contacted Cornercard, but was told it's too late to dispute. Unable to keep paying for a service I haven't utilized, especially when struggling financially. Please assist in resolving this issue. I've never booked or flown with Kiwi, yet they charged me [redacted].58cfr on Nov 12, [redacted]. Seeking reimbursement through Swiss Cornercard. Thank you for your attention. Looking forward to a positive resolution. Best regards, H.R.

Since November [redacted], I have been regularly charged for a plane ticket that I have not used. Every month, money is deducted from my Visa Cornercard for Kiwi Voyages without my authorization. I am concerned that my Visa card may have been compromised. When I inquired with Cornercard, they informed me it was too late to dispute the charges. However, I cannot afford to continue paying for a service I have not utilized, especially considering my financial situation living alone with various expenses. I kindly request a full reimbursement of the [redacted].58cfr paid for the unused ticket. Your prompt assistance in this matter would be greatly appreciated. Thank you. Helena R.G.

We had a flight with a self-transfer involving checked baggage from London to Catania with a stop in Bologna. Traveling were three individuals with one checked bag. The initial RyanAir flight was delayed, causing one person to miss the connecting Wizz Air flight as they had to wait for the checked bag. To reach Catania, they had to purchase an alternative flight with RyanAir that same night to avoid being stranded in Bologna and incurring accommodation costs. Seeking reimbursement for the extra flight, Kiwi mentioned that Wizz Air would not cover the expenses. Despite potential denials from RyanAir as well, we believe that Kiwi should honor their guarantee that we paid for and provide the refund or reimbursement, irrespective of the carrier's decision.

On July 31, [redacted], my aunt and I attempted to book a trip from Sapporo to Manila via Kiwi. Shortly after, a payment was deducted from our debit card. However, we received an email stating that the carrier changed the trip price and gave us the option of paying the difference or receiving a refund. We chose to receive a refund. Subsequently, we were sent a document confirming the voided payment for the trip to Manila on October 31, [redacted]. The email explained that the payment was not accepted and has been voided. The money remains with our bank, and we were advised that the bank should release it back to us. We are wondering how many days it will take for the refund to be processed.

I encountered issues redeeming my 25 EUR discount on the app. Initially, I inputted the promo code but couldn't proceed with payment, assuming it was due to using PayPal. After retrieving my card details, I returned to the app, confirmed my booking details, but upon reaching the payment stage, the code was deemed used. Despite subscribing to the newsletter and fulfilling all requirements, I was disappointed by this error. I kindly request a new 25 EUR discount code to finalize my booking at the price of [redacted] EUR for my Berlin to Lisbon trip on 8 to 12 September. Unfortunately, I couldn't access the help section within the app. Is there a way to receive assistance promptly to address this matter? Your cooperation is highly valued. Thank you. Warm regards, G. Rosati.

Dear Team, I'm writing as Elena (SHANCHANG TANG), regarding my upcoming flight from Sydney to Guangzhou scheduled from August 21st to October 10th. I urgently need to visit my uncle who is battling advanced cancer and time is of the essence. Unfortunately, many flights to Guangzhou have been canceled recently, adding to my distress. I have encountered some challenges that prevent me from keeping my original booking. Firstly, I was unaware of the need for a visitor visa to New Zealand until today, just before my flight. Also, New Zealand's COVID policies require a PCR test 48 hours before entry, however, my connecting flight allows only a 4-hour layover, making it impossible to comply. I kindly request your assistance in resolving these issues, including any options for a refund. Please let me know if further details are necessary. I eagerly await your prompt response. Booking reference: #[redacted]57 Best regards, Elena

In [redacted], I purchased a round-trip ticket from Miami to Acapulco, but had to cancel due to unforeseen circumstances. I requested a refund from KIWI, and received a confirmation email stating it could take up to 3 months. However, over a year has passed and I have not received any updates. Despite multiple attempts to contact KIWI via email and phone, I have not received a response. I am feeling frustrated with the lack of communication but still hopeful that someone from KIWI will address my issue after reading this message. Thank you, Sara R.

In [redacted], I purchased a round-trip ticket from Miami to Acapulco. Unfortunately, due to unforeseen circumstances, I had to cancel my trip. I requested a refund from KIWI and received an email confirming the refund process, indicating it could take up to 3 months or more for a response. It has now been over a year, and I have not received any updates. My attempts to reach out to KIWI through various channels have been unsuccessful as no one responds to my emails or calls. Despite feeling disheartened, I am sharing my experience here in the hopes that someone from KIWI will see this and assist me. Thank you, S. Rodriguez. Booking Number: [redacted]

Hello, I wanted to share our recent experience with Kiwi.com. Last week, we were informed by Kiwi.com that our connecting flight from Kuala Lumpur to Denpasar was rescheduled 9 hours earlier. Due to this change, we are unable to make the flight. Kiwi.com is offering to rebook us, but without their insurance, they are requesting a fee of [redacted] Euros per person. However, upon checking the AirAsia website, we found that the actual ticket price is only 80 Euros per person. We are hoping to find a more affordable solution to this situation. Thank you.

I purchased a plane ticket from Palma to Italy roundtrip for €[redacted] with WizzAir through Kiwi.com. I also bought the refund protection in case of cancellation. Despite canceling over a month in advance, they charged me and have not reimbursed me. I am requesting a refund for the unused ticket.

Hello! I work for the travel company Ving and am about to book a trip with you from NYO to LCA on the 30th of August. I have a question about luggage as it seems a bit unclear to me. I am traveling with only a small carry-on bag but I am unable to select this option. Can I bring it anyway as a personal item, or will I need to pay for it at the airport? If there is a cost, may I know how much it would be? If not, I will stick to a small bag, but I wanted to check with you first. Best Regards, L.

I made a reservation for a group of 4 with Ryanair through Kiwi.com. However, I am currently having trouble checking in through the app on my smartphone. When I try to access Kiwi.com on my desktop, I cannot find any booking information for the trip. I have already paid for the booking and had to make additional changes and payments to avoid losing the entire trip. As our departure date is on August 11th in less than two days, I am concerned about facing issues at the airport. I would appreciate any assistance to resolve this matter promptly to avoid any unexpected surprises. Thank you.

Hello, I am looking to fly from Hamburg HAM to Montpellier MPL on September 4, [redacted], with a layover in Paris ORY. The flight is scheduled from 3:00 PM to 8:25 PM, with Vueling from Hamburg to Paris and EasyJet from Paris to Montpellier. The flight cost without extra services is approximately CHF [redacted]. I have discovered that I am not allowed to bring any hand luggage on the flights. However, I found that through Kiwi.com, I can purchase a hand luggage package that includes a 45x20x36cm, 10kg bag for the flight as well as priority boarding with Vueling. I have two questions now: 1. Can I bring a personal item like a backpack in addition to the hand luggage on both flights? 2. Does the hand luggage package (including hand luggage and priority boarding) apply to both flights? Thank you for your assistance. Best regards, Gabriel

Dear Sirs, I am writing in regards to Airline Ticket [redacted][redacted] for the flight from SXM to PTP on August 11, [redacted]. Upon arriving at the check-in area, I was informed that the flight had been canceled for operational reasons without any prior notice. I had to purchase a new ticket without any assistance, which is unacceptable. I am formally requesting a refund for the canceled ticket, reimbursement for the incurred expenses (totaling $[redacted]), and compensation for any damages. Attached are the necessary evidence to support my claim. I am eager to receive prompt communication from you regarding the refund and further steps. For any additional information or communication, please reach me at +[redacted]36. Regards, Edoardo M.

Hello everyone, On 10.08.22, I received a bill for the use of a credit card from 01.07.22 to 01.08.22. It shows a charge of €[redacted].00 to be deducted from my card. The date of the listed "My Purchase" from you is 02.07.22. I kindly request a reminder of what I purchased from you. I have checked all my emails and found no proof from you acknowledging our connection or my registration on your site. Best regards, Firsov Alexander

I am writing to express my disappointment with Kiwi's booking services. Today, I arrived at the airport for my flight from Zurich to Amsterdam, only to discover that Kiwi had actually booked my ticket for the 4th of August instead of today, the 14th of August. Unfortunately, the flight to Amsterdam was full, and I was unable to purchase another ticket, leaving me stranded in Switzerland. The KLM Airways service agent attempted to contact Kiwi multiple times with no success. The customer service agents at Kiwi have been unhelpful and dismissive throughout this ordeal. Despite suggesting I request a refund, the options provided are limited to luggage or airline errors, not Kiwi's mistake. I am appalled by the lack of assistance from Kiwi, and I intend to share my negative experience online to warn others against using their services. I have attached screenshots of my booking, the issues I have encountered, and my unsuccessful attempts to resolve the matter with Kiwi's agents over the course of 13 hours. Each agent only replied once and then ceased communication. [redacted]

I received a text message and an email on the day of my flight informing me they could not add the checked baggage I paid for due to a technical issue. They instructed me to pay for the baggage at the airport and upload the receipt to their Refunds and Cancellations form for reimbursement. Despite completing this process as advised, it has been over a year and I have not received my refund. Multiple attempts to follow up through live chat have been met with automated responses about delays. I am frustrated by the lack of response to my inquiries and intend to escalate this matter legally if necessary. I only seek reimbursement for the additional baggage fees I was forced to pay at the airport, not the original booking fees. If the issue persists, I may pursue legal action to reclaim all fees paid for a service I did not receive.

I have been waiting for a flight refund from Kiwi Booking for almost two years. Initially, they ignored all my emails and requests for a refund through their site. After two years of persistent attempts to contact them, I finally received a response from a representative. Unfortunately, the refund was sent to a closed account. The bank informed me it was returned to Kiwi, and since then, I have been trying to get the refund sent to the correct account. It's been nearly three years of trying to resolve this issue, and I feel compelled to take legal action due to the lack of cooperation. I have connected with others on Trustpilot who have faced similar refund issues with Kiwi. If my refund is not processed correctly and promptly, I will pursue legal action to address this ongoing problem.

Hello, I am reaching out from Mexico. I have been attempting to book a round-trip ticket to Nicaragua using my Mastercard for the past two days, but unfortunately, the reservation keeps failing. I have successfully used this credit card on your website in the past with the same currency and have booked and traveled with your round-trip tickets without any issues. I have checked my credit card account statement, and I have sufficient funds for this transaction. I am wondering if there might be a specific issue with my customer account preventing me from completing this booking. I would appreciate a prompt response regarding this matter. Thank you. Customer: A.N.C. Garcia Booking Status: Failed Route: Tijuana – Managua and return Total Amount (MXN): $21,[redacted].00 Outbound Flight: Fri 10, March [redacted], 08:20 - 22:25, Tijuana to Managua Return Flight: Sun 26 March [redacted], 05:50 - 16:25, Managua to Tijuana

I have spent the entire day trying to contact you without success. I received a flight confirmation from kiwi.com for my Ryanair flight from Bergerac to Bristol next Monday, but I have not been checked in yet. I attempted to enter my passport details, but both your website and app crashed, showing a pop-up box indicating technical problems. I was surprised by the lack of monitoring on your app and website. Please get in touch to address the issue with my check-in. I hope to avoid any additional charges from Ryanair for late check-in, as I see you responsible for resolving this matter promptly. Best, Trevor D. Reference: [redacted] Phone: 0[redacted][redacted] Email: [redacted], [redacted]