Kiss&Fly

I bought return tickets for my daughter and partner from Australia to UK in July, 2022. A few days after paying for these we were shocked to be charged another £700+ surcharge. Having to choose to either lose the money already paid or stump up we had no choice but to pay the surcharge. While the passengers were here a close family member passed away and my daughter's partner had to stay in the UK to support family and help to arrange the funeral. I applied for a refund, having supplied a copy of the death certificate and proof of close familial relation and was told in October that my refund request had been passed to the airline, and that it would take 2-3 months to refund the cost. That was 4 months ago and I have heard nothing. Kiss and Fly have been uninterested and unhelpful at every step of the process. They may look cheap, but watch out for the crippling surcharges and appalling customer service.

I was actually very scared after reading some reviews because I already purchased tickets and was afraid I would get scammed. But I didn't experience anything bad. It looks like most of the problems people are having are with refunds. So I would suggest if your going to buy from kissandfly be certain your plans will not change and you should have no issues.

These guy are operating a scam website. They don't refund any tickets- specially when the flight is cancelled or out of your control. The airlines won't help since you used a third party. After a month of back and forth, they don't refund claiming the service fee is higher than the plane ticket. My ticket was $450. The service fee was $30. Lol. Avoid. They're not helpful. They keep sending the same boiler plate templated email. The phone lines are twice as long for English speaking countries. How are these scammers allowed to do business?

Since more than six months ago, Kiss & Fly has consistently assured us that our reimbursement is being handled. This response has been coming from you for MONTHS now.
Booking ID - N0CYMY0S

Where do I begin...

So as is understandable, flights get changed all the time in the midst of this topsy turvy time that is COVID 19 throughout the world. Flights were booked back in September 2022, but multiple flight changes made it impossible to fly on booked flights - as scheduling meant that I couldn't get on my connected flights. Thus, I had to cancel.

Now, this is all understandable, and in my experience dealing with airlines in the past I have had no issues being provided with a refund - as that's their policy. Not with Kiss and Fly though.

On October 25,2022, I was provided this email:

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"In compliance with the airline fare, the amount to be returned is 1542.04 AUD. Should the debit/credit card currency be different from that of payment, the conversion will be made according to the exchange rate of the issuing bank.

Please note that the amount to be returned is calculated according to the exchange rate of the day when the Passenger's request for the refund was created.

The refund request was forwarded to the financial department.

But it will be done after the airline will refund the money to our agency."

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Can anyone guess based on the thousands of reviews on other sites what happened? That's right, literally nothing. 4 and a half months later, and not one update. Today I notified them that I will report them to the ACCC and escalate this if they do not refund me my money within 14 days, and I received this:

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"Dear Isabelle,
Thank you for contacting our Customer Care Service.

Currently, our financial team is working to finalize the refund procedure. Our department is overloaded with requests and they cannot be processed at once, unfortunately. That's why the operation needs more time than usual.

Please, be assured that the funds will be returned to your bank account as soon as the operation is completed. We kindly ask you to wait for the funds.

Feel free to contact us in case of further questions.
We are always glad to help you."

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When I informed them that it's a bit rich to ask me to 'wait patiently', they advised that they would 'escalate it with their financial team.' Now call me crazy, but a refund does not take nearly 5 months - especially when there's no communication or advice on what is happening.

I have given them 14 days before I escalate this to Consumer Affairs, but I do not hold hope that they will actually live up to their end, and give me back my (partial) refund of more than 1500 dollars, that they have been holding on to for months now.

Do not use this travel agency. Use the airlines themselves, or someone who is, ya know, actually reputable. This is an absolute disgrace that they continue to get away with this and steal people's money - with apparent diplomatic immunity given their government hasn't blacklisted them for these continued activities.

Once again. Do. NOT. Use. KissandFly. EVER. They are scammers and they are not a reputable business. STAY. AWAY.

Isabelle

Do not book with Kiss&Fly, they are not an honest agent. My connecting flights from Boston to Los Angeles were rescheduled which meant I could not connect to my United Airlines flight from Los Angeles back to Brisbane. United Airlines provided a refund for the cancelled flights in July 2022 that went straight back to kiss&fly and this transaction was confirmed to me by email from the airline. As other reviewers I keep getting the generic email that they are waiting on the airline which is ridiculous and a lie - 8 months later I still do not have my refund (for 2 tickets) worth close to US$3,000. DO NOT TRUST THIS AGENT they are crooks and very dishonest. If I had read these reviews prior to booking I would never have booked with them.

Don't book with these people, they are scammers, you will lose your money, they take payment and then cancel your booking.

Now after reading the reviews on this page I can find an explanation for all the problems with Kiss&Fly: guys, they are just busy elaborating their own sanctions against ordinary Russians instead of doing their work. They have been entrusted with such an important task apparently directly from God (cause I haven't herd of any on the governmental level) and have no time for such crap as providing the services the are supposed to do. I would give 0 stars if possible but in any case thanks to this situation I was able to buy the tickets much cheaper.

On 24/07/22 my flight was changed and I was unable to make the new times work, so had to cancel being told I was entitled to a full refund. The airline informs me that they processed the refund to kiss & fly on 05/08/22 and I am still fighting with them for my money 07/02/23. I have made over 20 phone calls and emails, and they keep giving me generic answers that they are waiting on the airline. I have sent them email correspondence and refund reference numbers from the airline and they refuse to give my money back, almost $3,000. Do not trust this booking agent.

I had to cancel my flight and followed the process on Kiss and Fly website. After hours, I received an email informing the amount that could be refunded and that I needed to confirm this on the website. Due to an unreasonable amount of time established by them for customers to confirm the refund, I could not finalize the first request. So I requested the refund again, this time the travel agency deducted 20 euros more from an already small refund compared with the total price paid for the flight tickets. This time, I was able to accept the refund. However, for some reason I once again received an email that my refund request has expired and that I would need to process it again. Again, kiss and fly deducted 20 euros.
Instead of facilitating the process to customers, seems like they intentionally make it difficult to process a refund. Customer service is also very disappointing as I keep getting a standard reply, instead of actual support from their team. Now I can't even seem to be able to request the refund.

I bought tickets from these crooks for United airlines, now my flight got cancelled and asked United to give full refund. They issued refund already to them and sent receipts to them, but these $#*!ing people keep saying they did not get anything. I called customer service 3-4 times a day and one of the guy said if I have refund receipts I can send them and he will give mr refund immediately. Guess what, I sent them receipts which shows how much refund United give them and after calling weeks and weeks there answer is they have to confirm amount of refund with United. I don't understand if receipts shows how much amount refunded why the $#*! they are keep saying we need to see amount. It is so simple, amount I paid to them should refunded to me because flight got cancelled by United, it was not my fault.
In short, this $#*!ing Kiss and Fly are crooks. I recommend everybody even if you get free ticket don't buy from this fraudulent people.

I've ordered a few tickets for a flight using the tickets.lv (another domain of the same company). However, after some time, they cancelled my tickets with a reason like "There is no available seats on the flight". The interesting moment that afterward I managed to buy the actual same tickets on the same flight in the same day. So, it seems like a total scum, they're just saying "Smth goes wrong with the booking" and just never refund the money.
Seems like the refund might be possible only when sending complaint to governing body in Vienna Austria.

Its been over a month now and I still have not received my return.700$ is a lot of money that I could be using for my bills etc. They reached out once i contacted them and said i should be receiving my refund in the near future. What does that even mean? In a couple days, a couple weeks, a couple months? Very unproffesional, I cant even recieved an estimated time on when I will be getting my money back. Please use another service, one that is reliable and that has good ratings. Dont make the same mistake I made.

We've been in communication with Kiss & Fly for over four months and have been repeatedly told that our refund is being processed. We have been receiving this same response for MONTHS. I don't understand how this is still happening.

DO NOT use them for any travel, it's a ridiculous scam.

Flight got canceled by Kiss&Fl;y day of flight at check in they claimed it was a "glitch" in their system Had to pay an additional $1799 to get on another flight They keep saying money will be refunded its been 6 months. I keep asking for management or the legal department again get run around Will be sending complaint to governing body in Vienna Austria Confirmation 1K7RKWWX

Kissnfly is one very hard company to reach. Once you do reach someone and put them in the corner they'll hang up on you. I had to cancel our trip due to a surgery. It was an arduous task to say the least, but I finally accomplished it and was told my refund was being processed. Well, not only were we never refunded but we never were issued the flight tickets and Lufthansa who Kissnfly said they booked the flight with doesn't even have us in their system. Needless to say any tickets.