I booked a flight to go out west to see my dying aunt it toke 4 days to get the ticket information witch I noticed a few things i went to change then on the website they refused it so i tryed to call the canada number didnt work so i used the usa number that was a run around i ended up calling the airline my ticket was with the fix the problem witch they did but i still needed to get in contact with kissandfly NIGHTMARE is all i can say when you finally get ahold of someone they tell you to go on line and make the changes trying to tell them you have they didnt care. I booked feb 20 it toke till feb24 to get my ticket information then for 3 days was a run around when i got the call from home to get home asap my auny was going fast i called kissandfly to see and getting on the next flight out and i got told sorry you have to ask on the website it toke them 4 hrs to get back to me by email only and i only had 1hr to reply to the offer they were giving me and because i missed the offer i called them back and they told me i have to go on line and request again that request told 17hr fyi i lost my 2 hrs after i lost the first request i got a call from home my aunt had pass away. In the 17 hrs of waiting for them porter airport got me on a flight out west to be with my family it cost me more porter worked hard and even tryed to get a hold of kissandfly but nothing i was on the phone with porter for 10 hrs straight and they couldnt do anything with my ticket because kissandfly wouldn't answer. So porter offered me a ticket yes out of pocket in hopes kissandfly would give me back my money and guess what they wont they said oh the airline gave you a credit for your ticket witch in fact it wasnt for my ticket it was for the baggage i had to pay extra so porter put the money i sent on my baggage and moved it to the new ticket. And now kissandfly wont work with me and keep sending me emails saying my ticket is still good when in fact its not the airline cancelled my ticket and kissandfly wont refund keeps saying its nonrefundable, but if you look into the information, it says that if the airline cancels your ticket you're entitled to a full refund, which that's what they did, and kissandfly will not hold to their end and now i can do anything on the website i can even give them the confirmation death certificate of my aunt they blocked me and when i call they hang up

Order No - 46BZDUDN
Refund request was submitted on 19th Feb. Its been 1 month already I have not received any single penny.

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:

**************************************************

"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."

*****************************************************

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."

****************************************

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

On Sep 22 2020 I and my girlfriend booked the flight (Booking #*******) from Los Angeles to Antalya) via KissAndFly travel agency. On Oct 18,2020, we received the email from KissAndFly stating that our flight got canceled, therefore we requested a refund for the purchased tickets. ($833)

Since then we got no success. This company irresponsible, on all of your inquiries they will send a basic reply (seems to be autogenerated)
They will tell you that they are working with the airline to coordinate your refund, but in reality, nothing is happening. I'm even questioning if those tickets that were purchased and sent by email were real and not autogenerated by the bot or something. There is no way to validate it with the airline either. Once I contacted the airline they referred me to Kiss And Fly and they said that I should coordinate everything with them. The next logical step was to submit the dispute with the bank, but I can tell now, that Kiss and Fly know about these practices and they will trick everything. So despite the solid proofs you unlikely to get your money back this way. Be aware and don't fall into this trap.

BIG NOTE
According to the U. S Department of Transportation's refund policy refund timeline is established "If a passenger is owed a refund, an airline, travel agent, or online travel agency must process it within seven business days if the passenger paid by credit card, and 20 business days if the passenger paid by cash or check". Even with this COVID situation, nothing should change and USDOT clearly says that.

IT'S BEEN MORE 5 MONTHS. MY PATIENCE IS OVER!.
Very unethical company. I can't even imagine the people who had an emergency and got into the same situation. No morals at all.

KissAndFly, this review will be posted on every board. This is my last attempt to ask you for a prompt refund. Otherwise, I'll be forced to notify higher authorities in The United States and Europe, and at that point, it will be more about principle and justice, rather than those $ that you took and refuse to give it back!

DO NOT BOOK WITH THESE THIEVES! DO NOT BOOK WITH THESE THIEVES! DO NOT BOOK WITH THESE THIEVES!

Avoid these characters like the plague! If you think that COVID19 is the only virus to emerge in the year 2020, think again! There has been a huge surge in incompetence & apathetic customer service + even outright crime from online companies this year and the jury is still out as to which group these guys fit into. Maybe it's both! If your flight Itinerary was canceled as mine was due to COVID19 in late March 2020, KissAndFly.com will NOT issue you a refund nor even bother to answer you in most cases other than to stall you in every conceivable way. They will ask you to make voluntary and involuntary refund requests, wait for the airline to respond to them, allow them time to research, etc., etc. Their customer service consists of one woman named Ivana who politely answers the phone after many minutes and does nothing but tell you to wait 7-10 days. You will not have the opportunity to speak with or even to email anyone directly in their customer service department. In fact, I doubt that they even have one. Though you may get numerous canned emails stating no details of your case from supposed KissAndFly reps of various departments with unreachable extensions. If you need a refund, call the airline directly with your flight info and get the real confirmation number, KissAndFly hides this with their own internal confirmation number. Now the airline with your dead ticket will tell you that they can only refund back to the ´consolidator´ that booked your ticket and that your online travel agent (OTA) must make the refund request on your behalf. KissAndFly will not do this for you. They will continually claim that your airline is not responding to them. The airline, on the other hand, will state that Your OTA, presumably KissAndFly, is not contacting them. For me, this stalemate went on for 4+ months. I ended up filing a complaint against both KissAndFly and the airline with the USDOT. About 6 weeks after this, the airline finally blinked. KissAndFly still did nothing. I have come to believe that KissAndFly actually uses a travel agent themselves to book flights. Then they just grab a quick fee and walk away to never look back. I wonder if KissAndFly is simply unable to request a refund from the airline because they did not actually book your ticket. Perhaps they are just a middleman and can't even be bothered to call the agency that they used to book you! Maybe they don't even keep track of who it was. If you hound your airline long enough and by this I mean 7+ months, you might get lucky like me (though USDOT may have helped my luck) and your airline will refund your payment to the agency that KissAndFly used to book your ticket. For me that was Tours East Holidays in China Town, NYC. Still, I did not get the full refund. The airline claimed that the money they received from the OTA was $92 short of what I paid. I guess that´s the KissAndFly cut of the deal for such wonderful customer service! Interestingly, several weeks after my refund, I received another canned email from yet another fictitious representative with a fake extension from KissAndFly saying that they are investigating my case. Maybe they will send me a Christmas card too. Or more apropos, one of those animated XMas emails with a dancing Santa waving a $100 bill in my face, and laughing while singing Merry Christmas to us - Seasons Greetings from KissAndFly.com

AKA KissYourMoneyGoodbye.com;)

Good luck!

DO NOT USE THIS COMPANY, IT'S THE WORST COMPANY, BAD CUSTOMER SERVICE, i PURCHACED AIRLINE TICKETS FOR FAMILY VACATION AND THEY DO NOT RESPOND

I purchased plane tickets for an international flight for 2 people. Within 24 hours, I cancelled the purchase. According to their website, a full refund is guaranteed if you cancel a purchase within 24 hours. No ifs, ands, or buts. Well, that is not entirely true. It turns out that, although I was fully refunded for the tickets purchased (after numerous phone calls with a waiting time of at least 30 minutes --whenever I was lucky to even get through an automated recording-- and after filing a lengthy refund request online, because they won't let you do this over the phone), there are a handful of "hidden" fees that this sketchy company charged me for. I said "hidden," but in reality I am yet to find out where are these charges noted and what exactly are they for. Prior to the charges being debited from my account, I received an email after I filed the online refund request. The email stated the charge amount, which included a cancellation fee of $78. Other fees were listed as $0. I thought, well, this is excessive and it should be CLEARLY stipulated, not just put in some hidden website place that I am yet to find. However, I am not disputing that cancellation fee charge, be it as it may. What motivated me to write this review (first time doing one, really) is what followed after. I looked at my credit card statement online and realized of these never-mentioned charges from this company. So, here I go again with endless phone calls and long waiting times in an attempt to dispute these charges for which I never received an invoice or itemized bill. The charges all came to just under $200 (and I thought $78 was excessive)! I requested to the phone agent a dispute on these charges, and he provided me with information on how to proceed. This information was conflicting and inaccurate at best. I proceeded EXACTLY as the agent informed me over the phone: to the email address provided, I sent an explanation letter with the amounts disputed, and a picture of my bank statement outlining the charges disputed. I was told (via phone and email) that I would get a response within 4 hours. Well, 24 hours later an email arrives asking me for detailed information about the disputed charges, bank stamps, transaction codes and times, the status of the transaction (blocked, unblocked, debited, etc.). It was a headache reading that email. I mean, if they are the ones charging me, they should have all this information with them, one might think. If these specific requirements are needed from their customers in order to process a claim/return (which I find ridiculous, but that is not my point), they should train their phone agents to convey EXACT, CLEAR and DETAILED information to their customers about such requirements/specifications in order to avoid back-and-forth emails and waste of their customers' time. This is poor customer service and policies.

My good piece of advice to you is: If you do use this company, cross your fingers so that you don't have to contact them or, even worse, ask for a refund, change or cancellation. Otherwise, I couldn't tell if it is worth the risk... and I'll never find out.

My booking reference is K92QEH. The flight was scheduled to depart from Chisinau to Kiev, arriving to KIV 08:25 September 15th and departing from KIV to JFK at 11:35 arriving to JFK 14:20. The other flight is JFK to SDQ departing at 20:59 September the15th. And I've chosen it perfectly, now I need either to leave September the14th and spend more than 24h in NY AGAIN I have no place to stay and take care of all my expenses there with no refund or staying more than 12 h in Kiev, which implies again some expenses the company does not want to take care of and get the rescheduling of my JFK-SDQ flight on my own with no refunds. EITHER the company is forcing me to take a refund with no options of travelling as with such a short notice all the flights are booked and I will not get on time to my other flight. I have all the emails with Olha and other representatives whom are encouraging meto get in touch with the company directly (which I also did) even if I've purchased the ticket with kissandfly, not UIA and keep saying that there are no other options rather than those they are forcing me to take as "take it or leave it"

I booked a flight from LAX to ICN. A week later had to change my return flight to 9 days sooner they charged me more than 400 to do so. Then 2 weeks later they cancelled my flight and sent me an email with an alternate choice that did not work for me they then told me to contact the airline directly. I contacted the airline only to find that the original flight they sold me never even existed and that no flights leaving on the date in question to my destination with that airline. I called kissandfly.com and the guy told me that I should just cancel my flight and request a refund (while laughing under his breath) I asked him to walk me through it as the computer only offered the option of a refund of the fees paid to change the flight not the original 3k for the tickets he told me just click that it will refund the whole ticket so I did he laughed and hung up I then get an email saying they will "review my request to refund within 72 hours" then get another email denying the refund. This guys called my cell phone at least 9 times harassing me even shouting at me because I told him that selling a seat on a flight that does not exist is fraud. I contacted visa with all of the information including the emails where they said my flight was cancelled they filed a rebuttal stating that I was lying showing the receipt for the ticket and stating I was just a no show... after contacting visa and proving that they had emailed to cancel my flight and proof of my request for a cancellation and refund plus their denial of said refund a full 3 weeks prior to the flight visa reopened the case. Beware this company is a FRAUD AND KNOWS HOW TO WORK THE SYSTEM HOPING THAT THEIR VICTIMS WILL NOT FIGHT FOR THEIR RIGHTS. Another thing is 2 days before the flight they cancelled they called my cell phone and left 2 messages in a very hushed tone. Also left me a voicemail stating if I did not call them back they would file charges against me... BUYER BEWARE!