Kiss&Fly

Dear Sierra R.,

We are sorry to hear that you feel this way about your experience.

As explained in our previous email correspondence, we agreed to compensate you based on the receipt for the replacement ticket you provided. Since the amount of the new ticket exceeds the value of the original booking, we requested your bank details solely to process the additional difference via bank transfer.

Please note that bank details are only requested when a refund cannot be completed entirely through the original payment method. Such information is handled securely and used strictly for refund processing purposes.

We have also informed you that, if you prefer, we can explore the possibility of refunding the original ticket value to the original payment method only. As almost one year has passed since the booking date, this option requires additional confirmation from our Finance Department.

All relevant information and explanations have already been provided to you via email, and we remain available to continue assisting you in resolving this matter.

Dear Customer,

Thank you for taking the time to share your experience with us.

We are truly sorry to hear about the difficulties you encountered with your booking and understand how frustrating and stressful this situation must have been.

We would sincerely appreciate the opportunity to review your case in detail and clarify what happened. Unfortunately, based on the information currently available in your review, we are unable to identify the relevant booking in our system.

Could you please provide us with your booking number or the email address used when making the reservation? This will allow us to locate your booking, carefully investigate the circumstances, and provide you with a detailed response.

Thank you in advance for your cooperation. We look forward to reviewing your case and assisting you further.

Dear Amir R.,

Thank you for taking the time to share your feedback. We are truly sorry that your experience caused you stress and disappointment, especially given how close your departure date was. We fully understand how upsetting and frustrating such a situation can be when you are waiting for ticket issuance and need clarity before an upcoming flight.

Unfortunately, at the moment when we were processing your booking, we did not receive confirmation from the airline that seats were still available on the requested flight. As a result, we were unable to issue the original tickets. We understand that this was a very unpleasant outcome for you, and we sincerely regret the inconvenience this caused.

At the same time, we would like to clarify that we did try to find a solution for your trip. Our team searched for the closest and best available alternative flight option for you. However, as we understand, the proposed alternative did not suit your travel plans, and since the alternative option was declined, we were obliged to cancel the booking.

Regarding the payment, we would also like to clarify that the funds were not charged by us. The amount was only temporarily blocked on your bank card to verify payment ability at the time of booking. After it became clear that we could not issue the tickets, the funds were released from our side on the same day. Therefore, they should already be visible again on your bank account.

If the amount is still not reflected in your account, we kindly ask you to contact your bank’s support service directly, as the exact timing of the release may depend on the bank’s internal processing procedures. We have also sent you a document by email that you can provide to your bank in order to clarify the transaction status.

We sincerely regret that this situation did not meet your expectations. Please be assured that your case was important to us, and our team did make efforts to find a possible travel solution and to ensure that the payment issue was handled correctly from our side. We are sorry that the available alternative was not suitable in your case and that your overall experience with our service was negative.

Dear Caitlin S.,

Thank you for your message. We would like to kindly inform you that we have already sent you an email regarding your case. In that message, we offered you the option of receiving a new ticket (if you agree to it) or, alternatively, a full refund of your booking.

Unfortunately, we have not yet received a reply from you. We kindly ask you to check your email inbox (including the spam/junk folder) and provide us with your decision so that we can proceed without further delay.

We sincerely apologize for the inconvenience caused and look forward to resolving this matter for you as quickly as possible.

Dear Anders B.,

Thank you for your feedback. We’re truly sorry to hear about your experience and understand your frustration.

To properly investigate this situation and assist you further, we kindly ask you to provide your booking number or the email address used during the purchase. This information will help us identify your reservation in our system and clarify what happened with your ticket.

Please rest assured that we take such matters seriously and will do our best to find a solution for you.

We look forward to your response.

Dear Valeriia,

We sincerely regret the difficulties you have encountered and understand how frustrating this situation has been for you. Your feedback is very important to us, and we take such matters seriously.

We would like to inform you that we successfully processed your refund to the bank account details you provided on March 14. If you have not yet received the funds, we recommend checking with your bank, as processing times may vary depending on the financial institution.

We would greatly appreciate it if you could update your review and confirm whether your issue has now been fully resolved. If you have any further concerns, please do not hesitate to reach out, and we will do our best to assist you.

Dear Natanael,

Thank you for sharing your feedback, and we sincerely regret hearing about your dissatisfaction. We’d like to provide some clarification regarding your situation.

The airline had to make changes to your tickets, and we promptly informed you by email about an alternative flight option provided by the airline free of charge. Since this alternative did not meet your needs, you submitted your own proposed changes. Unfortunately, these changes were not approved by the airline.

We truly understand how frustrating this experience has been for you, and we’re sorry we couldn’t meet your expectations. If you need any additional assistance or clarification, please do not hesitate to contact our customer support team.

Dear Ketha V.,

Thank you for your feedback. We sincerely apologize if our service did not meet your expectations. After reviewing your case, we would like to clarify that the amount debited was correct. We charged exactly the amount displayed to you on the order payment page, and additional information regarding the transaction was sent to your email.

Regarding your refund request, please note that refund processing times may vary depending on the payment method and the policies of the airline involved. If you have further concerns or additional reservations, we kindly ask you to describe your request in more detail by emailing us at [email protected]. Please include a receipt from your bank showing the debited amount so we can investigate further and assist you promptly.

Your feedback is important to us, and we are committed to resolving this matter.

Dear Dave,

Thank you for taking the time to share your feedback. We deeply regret the inconvenience you experienced with your booking, especially given the importance of securing flights during the busy holiday season.

Please allow us to explain that ticket availability and pricing are controlled by airlines, and during peak periods like Christmas, flights can sell out or prices may increase rapidly. While we strive to confirm bookings as quickly as possible, there can sometimes be delays due to high demand or unforeseen technical factors.

We understand the frustration this has caused and sincerely apologize for the impact on your travel plans. If there’s anything we can do to assist you further or help find alternative options, please don’t hesitate to contact us directly.

We value your feedback and will use it to improve our processes to ensure a more reliable experience in the future.

Dear Caleb,

Thank you for reaching out and sharing your feedback. We apologize sincerely for the inconvenience caused by the price change after your booking. Unfortunately, ticket prices are subject to availability, and in rare cases, they may change before the booking is finalized.

To help resolve this matter and ensure the correct refund, could you please provide your booking reference number or other identification details? This will allow us to assist you more efficiently and work toward a satisfactory resolution.

Thank you for your understanding and patience.

Best regards,
Customer Support Team

Dear Leonard,

Thank you for reaching out and sharing your experience with us. We sincerely apologize for the inconvenience and distress caused by the cancellation of your ticket, especially given the urgency of your family member's medical situation.

Please know that we are reviewing the details of your booking to understand the cause of this cancellation and will provide you with a response as soon as possible. Typically, ticket prices should be honored once purchased, and it is never our intention to cause difficulties for our customers due to price fluctuations.

We appreciate your patience as we work to address this issue. Our customer support team will follow up with you by email shortly to discuss a suitable resolution.

Thank you again for bringing this to our attention, and we hope to regain your trust.

Sincerely,
The KissandFly Team

Dear Florin,

We’re very sorry to hear that you had an unpleasant experience with your recent booking. Please know that we operate with a commitment to transparency and always strive to provide clear information to our customers.

Regarding your tickets, we would like to clarify that, according to the airline's fare rules, the tickets purchased were non-refundable. This information is available for customers to review before finalizing a purchase, as we provide access to all fare rules during the booking process.

If you have additional questions or need further assistance, please don’t hesitate to reach out to us at [email protected] with your booking details. We’re here to help in any way we can and ensure all customers receive the support they need.

Grazie per il tuo feedback. Siamo spiacenti per l'esperienza negativa e comprendiamo la tua frustrazione. La tua richiesta di rimborso del biglietto è stata inoltrata dai nostri specialisti alla compagnia aerea. Purtroppo non abbiamo ancora ricevuto risposta dalla compagnia aerea. Non appena la compagnia aerea autorizzerà la richiesta, ti informeremo sicuramente tramite lettera all’indirizzo e-mail dell’acquirente.

Comprendiamo quanto sia importante per tutti ricevere un risarcimento per i loro biglietti in questo momento. Tuttavia, finché la compagnia aerea non autorizza la restituzione dei tuoi biglietti, non abbiamo la possibilità di elaborare tecnicamente la tua richiesta. A questo proposito siamo costretti ad aspettare.

Non ci esoneriamo dalle nostre responsabilità, ma siamo obbligati a rispettare le procedure e i regolamenti stabiliti dalle compagnie aeree. Ti assicuriamo che stiamo facendo il possibile per velocizzare il processo e apprezziamo la tua pazienza.

Dear Nelly P.,
Thank you for your feedback.

We sincerely apologize for the inconvenience you have experienced. We understand the frustration and urgency of your situation.

Please be informed that we returned the funds in full on July 30. A confirmation that our company does not claim the funds has been sent to your email. We recommend checking with your bank again with this confirmation email, as it might help expedite the process.

We deeply regret the issues you faced and the stress it has caused, especially during such a difficult time. Should you require any further assistance, please do not hesitate to contact our customer support team.

Once again, we apologize for the inconvenience and appreciate your understanding.

Dear Sarah L.,
We sincerely apologize for the distressing experience you've encountered. We understand the seriousness of your situation and are committed to resolving it promptly.

Upon review of your case, it appears there was an issue with your original booking that led to complications during check-in. We acknowledge the inconvenience caused by the request to pay additional fees at the gate.

Regarding the refund process, we are dedicated to ensuring you receive your refund as soon as possible. Due to the circumstances described, it seems there may be a discrepancy between the refund amount and the initial payment made via your bank card. For security reasons and to expedite the refund process accurately, we require your full bank details.

Rest assured, protecting your financial information is our priority, and we adhere to strict security protocols. We kindly ask for your cooperation in providing the requested details so that we can proceed with your refund without further delay.

If you have any concerns or require further assistance, please contact us directly. We are here to assist you and resolve this matter to your satisfaction.

Once again, we apologize for any inconvenience caused and appreciate your understanding as we work to resolve this issue promptly.

Dear Mary Rose R.,
When we process all requests for ticket refunds, our agency, in accordance with the agreement with the airline, must be guided by the fare rules that regulate penalties for the refund procedure.
If you would like to familiarize yourself with the tariff rules that apply to your order, you can do this right now, in your personal account, by clicking on the “Fare Rules” section. In your case, according to the airline's fare rules, when canceling a ticket, it is possible to get a refund only for some unused airport fees and taxes. The ticket fare and payment system surcharge are non-refundable. Our agency's service fee for processing the request, and the payment system markup charged for the initial payment is also non-refundable. Having applied these fines, the amount to be refunded exceeded the service fee of our agency. According to the airline's fare rules, your tickets are non-refundable.

Dear Tri T.,
Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience and frustration you experienced with your recent ticket purchase and the subsequent refund process.

At the time of issuing the tickets, unfortunately, we did not receive confirmation from the airline about the availability of free seats for the flight and booking class you were interested in. For this reason, we had to cancel your order and provide you with a full refund, as the service was not provided.

We understand your concern regarding the non-reimbursement of the transaction fee imposed by your bank. While we aim to cover all costs within our control, bank-imposed fees are unfortunately outside our purview. However, we acknowledge the inconvenience this has caused and will review our refund policies to see how we can better accommodate such situations in the future.

Regarding the discrepancy in currency, we apologize for any confusion this may have caused. Transparency in pricing is of utmost importance to us, and we regret that this issue undermined your trust in our platform. We are actively working on enhancing our pricing display to ensure that customers are fully aware of the currency and total cost before completing their transactions.

Your feedback is invaluable in helping us improve our services. We appreciate your patience and understanding as we work to address these concerns. If you have any further questions or need additional assistance, please feel free to reach out to our customer service team.

Thank you for bringing these issues to our attention and for being a valued customer.

Dear Stacie C.,

Thank you for sharing your feedback with us, and we sincerely apologize for any inconvenience caused by your experience.

I'd like to clarify that when processing ticket refund requests, our agency adheres to the fare rules agreed upon with the airline. These rules govern the penalties and conditions for the refund process. You can review the specific tariff rules applicable to your order in your personal account under the "Fare Rules" section.

In your case, based on the airline's fare rules, the refundable amount is limited to certain unused airport fees and taxes. Unfortunately, the ticket fare, payment system surcharge, agency service fee, and payment system markup are non-refundable components, as outlined by the airline's fare rules. After applying these penalties, the refund amount exceeded our agency's service fee.

We understand the frustration this situation has caused, especially given the circumstances of your inability to fly due to COVID. However, the restrictions imposed by the airline's fare rules prevent us from issuing a full refund in this instance.

We apologize for any confusion or dissatisfaction with our service and customer support. If you have any further questions or concerns, please don't hesitate to reach out. We value your feedback and will continue to strive for improvement in our services.

Thank you for your understanding.

Dear Dimitra P.,
Thank you for your recent inquiry regarding the pricing of round-trip tickets versus one-way tickets. We appreciate your interest and would like to provide you with further information.

It is common for round-trip tickets to be priced more attractively compared to individual one-way tickets. This is because airlines often offer discounted fares for passengers who book a round-trip journey. As a result, it is beneficial for us to explore all available options and present you with the best fares on our website.

However, we would like to clarify that while you have the option to purchase a round-trip ticket, please be aware that the return portion of the ticket cannot be refunded separately. In other words, if you decide not to use the return portion, it will not be eligible for a refund. However, you are more than welcome to utilize the return ticket if you wish to do so.

We understand that this policy may differ from what you may expect, but it is in accordance with industry practices. We want to ensure transparency and provide you with accurate information regarding the usage and refundability of your ticket.

If you require further assistance or have any additional questions, please feel free to reach out to our customer support team. We are here to help you make informed decisions and ensure a smooth and enjoyable travel experience.

Thank you for considering our services, and we look forward to serving you in the future.

Dear Mac L.,
Your request for a ticket refund has been forwarded by our specialists to the airline. Unfortunately, we have not yet received a response from the airline. As soon as the airline authorizes the application, we will definitely inform you by letter to the buyer’s email. We understand how important it is for everyone to receive compensation for their tickets right now. However, until the airline authorizes the return of your tickets, we do not have the opportunity to technically process your request. In this regard, we are forced to wait.
We do not relieve ourselves of our responsibilities, but we are forced to adhere to the procedures and regulations established by the airlines.

UPD 20/03
We contacted Scandinavian Airlines and received a response that the refund should be or has already been made to the passenger's bank account. Also, we recommend that you contact the airline directly to make sure that the airline employees have all your necessary bank details for the transfer of funds.
Regarding the return of Finnair tickets - we are still waiting for the return authorization. As soon as we receive an answer, we will immediately inform you via the buyer's email. Please wait.