Issue with luggage included in the booking
I am a frequent client and it always goes fine, the terms are clear when booking but I had a bad experience this time.
I had added 2 cabin pieces to the booking but in the EasyJet flights, I had to pay for them when boarding because the info from kiwi seem not to have gone through (58€)
When I book with that premise, I expect that it is included in every flight of the booking, no matter the airline... I dealt with support with NO proper response.
Reply from Kiwi.com
Dear Luis Gonzalez,
We are sorry to hear that you were left unsatisfied with our service.
I have checked your reservation to find out what was the main issue and I would like to thank you for taking the time to have a conversation with me via the phone call. I believe we have agreed on the reimbursement, keeping in mind the circumstances of your situation. The refund has been processed a few minutes ago and I have also provided you with detailed information regarding the refund via e-mail.
Thank you for your understanding and patience regarding the matter.
Should you have any additional concerns or questions, please, do not hesitate to contact us at any time.
Kindest Regards!
Kristina D.
Customer Satisfaction Specialist
Kiwi.com