Poor service
In November 2025, we purchased airline tickets for a trip scheduled for June 2026. In May 2026, we accidentally discovered that our reservation had been incorrectly handled by an Underpricer agents.Underpricer had mixed up in our order numbers and booking codes. This mistake caused us nearly two months of enormous stress and countless hours of phone calls and emails simply to avoid losing our tickets and to ensure we could travel on our planned trip and return to the United States. Throughout this process, your representatives provided inconsistent, inaccurate, and often contradictory information. Communication in English was extremely poor. Many representatives appeared unfamiliar with the booking process, and your website contained incomplete or outdated information that only added to the confusion, provided conflicting and incorrect information making the situation even more frustrating. Several representatives, including Alwin and Simone, failed to provide competent customer service and significantly worsened an already serious situation. Despite repeatedly asking to speak with a s manager, no one ever returned our calls or contacted us. This complete lack of accountability is unacceptable. The confusion continued until the day of departure. This experience caused tremendous emotional distress . My wife was devastated, and my young daughter who has a chronic medical condition repeatedly cried because she was scared believed she would have to fly without me. What should have been a normal long-planned family trip turned into a stressful and upsetting experience because of Underpricer's incompetence. To avoid being separated from my family, I had no choice but to purchase an additional airline ticket at my own expense so that I could travel on the same flight as my family. I also question why Kiwi.com continues to partner with a company that demonstrates such poor customer service and operational competence.