My complaint:
On February 15th, 2023, I received news that my mother passed away in Vietnam. I booked an emergency flight via Kiwi.com departing from the USA to Vietnam within hours.
On February 25th, 2023, I arrived at SGN airport to check in for my return flight to the USA. I was denied boarding from SGN to TPE because I did not have a transit visa to enter Korea. It was during this time that I discover that the flight schedules booked via Kiwi included multiple airline carriers. Due to the urgency of my travel, I was not aware of the Self-Transfer and Visa-free zone responsibilities, or was the E-ticket provided by Kiwi clearly detail these responsibilities.
I missed the return flight from SGN to ICN and subsequently missed the flight from ICN-LAX, altogether. I contacted Kiwi for help with the matter and was informed that it was my responsibility regarding the Visa and Self Transfer.
The cheapest available flight departing SGN-LAX was for Monday, February 25th, 2023. The only available booking options were via Kiwi or via Eva Airlines. I called Eva Airlines to book the ticket to no avail. I was without an option and once again have to contact Kiwi for help. Kiwi again stated that I have to pay in full for the new one-way ticket; Kiwi also refused to apply the credit refund toward the new ticket.
On February 27th, 2023, I arrived at SGN airport 5 hours earlier than the scheduled flight from SGN-HAN. Upon check-in, Vietnam Airlines informed me the ticket issued by Kiwi provided for a 1-hour layover in HAN is not enough time for me, a 67 years old woman to Self Transfer; therefore, I will definitely miss the next flight from HAN to TPE. The only option is to purchase a new ticket departing SGN to HAN immediately to allow enough time for Self Transfer. I was afraid of missing another flight and purchased a new ticket departing SGN to HAN at 12:20 pm. Even so, at the time of purchasing the new ticket, I have only 20 minutes to run to the boarding gate. Upon arriving in HAN, I had to again run to Self Transfer into the international airport to board the Eva Airlines from HAN to TPE. I am 67 years old!
The E-ticket provided by Kiwi departing from SGN-ICN on February 25th, 2023, indicates a 3 hours and 45 minutes layover for me to Self Transfer. Even if I had a Visa to enter Korea, the hours provided were still not enough time for me to Self Transfer. Again, the updated E-ticket provided by Kiwi departing from SGN-HAN on February 27th, 2023, indicates a 1 hour and 5-minute layover. This is seriously not enough time for a Self Transfer.
Kiwi is well aware of the international airline check-in time. Kiwi even indicates this on the E-ticket, “All times are local. We strongly recommend arriving at the airport at least 2 hours before your departure for domestic flights and at least 3 hours before international flights, especially if traveling with checked baggage.” Nevertheless, Kiwi intentionally sold me tickets, deprived me of reasonable times to Self Transfer, and missed my flights.
The reason I need urgent travel to Vietnam is due to the death of my mother. I booked with Kiwi with the confidence that I will have the peace of mind to attend my mother’s funeral. In contrast, the itinerary issued by Kiwi added more suffering to my loss, including physical pains from running throughout the airport at 67 years old. Upon arrival at LAX, I had to request a wheelchair assistant due to the pain incurred from running.
Suggested solution:
Refund to original payment
