Poor Experience with Document Handling and Support
I booked and paid for a ticket for travel within Europe using Kiwi. During the booking process, I was required to provide my citizenship details, document number, and its expiration date. After entering this information, I was informed that I would need to check in at the airport due to not having an EU passport. However, I have a European residence permit, which I always use for travel. Unfortunately, there was no option in the app to add this document. I contacted customer support, and while they eventually allowed me to add my ID card, they demanded an additional €30 for the changes. This is completely unacceptable. The inability to add a valid document due to limitations in the app is clearly a flaw in Kiwi’s system, and I should not be held responsible or asked to pay extra for it. Obviously, I refused to pay the fee, but the situation caused unnecessary inconvenience and stress. This experience has left me extremely dissatisfied, and I would not recommend Kiwi unless they address these issues and improve their policies.
