Kuwait Airways Corporation

We have fully noted the contents of the complaint from the passenger Mr***. At the outset, we would admit that there was a flight cancellation, in fact the said flight originated from Kuwait, transitted at London Heathrow, had to be terminated at London due to unanticipated
technical reasons, reasons of which are beyond our control. Kuwait Airways have very well taken care of our inbound and outbound passengers by providing them other airlines flights available and wherever there is a delay over six hours, provided with full board hotel accommodation and surface transportation as required. In addition to the above, we have forwarded this issue to our home office at Kuwait that many of our passengers, although we have confirmed seats on other airlines, due their oversales and some unknown computer glitch, were not accepted. These passengers have been inconvenienced and frustrated and our Head Office Kuwait is evaluating this issue in general and studying how to compensate such passengers, but an answer is still awaited.Mr*** is obviously prematurely launched a complaint to your esteemed agency, before hearing our final answer. Also many of the areas of his complaints have been either exaggerated and distorted which we unfortunately are unable to accept.Thanks

Complaint: ***
I am rejecting this response because:
Waiting for formThanks
Regards,
*** ***

Dear Sir,Kindly arrange to fix/repair  the bag and forward the original  bill for paymentThanks Amani R[redacted]Superintendent Customer Services

This is to acknowledge receipt of your complaint filed against Kuwait Airways regarding the four passengers you have booked to Bangla Desh.We have enquired the issues raised in your letter with the concerned Department at Kuwait, who controls the use of Wheelchairs to passengers and obtained details...

as follows;Our Ground Support Department at Kuwait Transit take the total number of passengers who have officially registered wheel chair request from computer system and alert the handling staff for the wheel chairs. Perhaps, it would be unbelievable to you that there would be an average  40 to 50 wheel chair request on each flight eastbound and majority of them are fake request not for disability just for convenience sake.  But we are not the people to discriminate them and we take care to provide them with wheelchair assistance.  The confusion happened at two stages.  Once the plane comes at theBoarding bridge all the passengers stands at one stretch although the crew make announcements repeatedly for the wheelchair passengers to be seated until others get out. Then even out of difficulty they move forward to the door along with others creating a stampede.  Naturally they miss the wheelchairs.  Secondly, even after they get the wheel chair outside the aircraft door, the handling stafftake them to the terminal building and seat them comfortably at particular area with instructions that they will come and take them again at the time boarding, because they have 4 hrs. transit approximately.  After a while, they get panic that they might have forgotten and keep roaming around looking for the gate.  When the wheel chair person comes again passengers would not be available. For your kind information, Kuwait Airways is so particular in providing assistance to disabled passengers, especially originated from the U.S., but incidents of this nature happens once in a while, out of reaons prompted by the passengers themselves and their language barrier.  However, we will once again communicate with the Pssenger Handling Dept. to pay more attention to minimize the inconvenience to the lowest level as far as possible. Thanking you and apologizing for the inconvenience caused, Sincerely,  [redacted]

Dear Ms.  [redacted], Please arrange to repair your bag and forward the bill to Kuwait Airways for payment. Thanks

Review: I purchased airline ticket for my brother [redacted] and he was unable to fly due to transit visa in England, he was never told the flight will have a stop over at England airport for mechanical purpose and transit visa is required for every passenger. The following information for the ticket below:

Ticket[redacted] Dated 11/26/2015-11/27/2015 For [redacted] From JFK to KWI to MAA(India). Booking Reference[redacted] (Kuwait Airways Confirmation). Total amount was charged $478.60

Also had to cancel the connected flight in India.

It was purchased through [redacted] website. I contacted both the airways and the agent. No one taking any responsibility to refund. Nowadays, no one answer the phone call. Thanks.Desired Settlement: Full refund.

Review: On July 2nd I flew on [redacted] from [redacted] to [redacted]

After I picked up my luggage, I noticed that one of my golf clubs was broken.

A damage report was filed at the [redacted] Baggage Service in Terminal *.

I have since spent about a week and a half trying to contact Kuwait Airways to see how I could get my golf club replaced. I tried calling multiple numbers, sending a message on [redacted], and emailing a couple of email addresses.

Finally, today I received a voice mail message saying that they will not accept responsibility for the broken club and that I will have to replace it on my own.Desired Settlement: I would like the golf club to be replaced.

Review: Booking Ref# DVLQFB.

Itinerary # [redacted].

I and my wife booked a flight in Kuwait Airways via Expedia.com. It was one of the most horrible and worst customer service experiences we have ever had. We booked a flight from JFK to London Heathrow for 8/29/2015 9:45 pm and returning back on 9/8/2015 the same route. All our plans were set but suddenly on 8/29/ 2015 at around 1 pm my wife got an email postponing our schedule to via American Airlines 6:30 pm. My wife started calling Expedia and I started calling Kuwait Airways. We were desperately trying to get as early flight as possible instead of the 6:30 pm American Airlines but Kuwait Airways seems to be blaming Expedia and Expedia was blaming Kuwait for the changes. We were on the phone with both these companies for over 10 hours on that day. They created a lot of mess inside our itinerary. Finally they confirmed the flight for 8/30 at 8:15 am via Virgin Atlantic but when we reached JFK at 6:00 am on 8/30 Virgin Atlantic says they don’t have any seats and we are scheduled to fly from American Airlines at 6:30 pm. So we got very frustrated and still decided to go on American Airlines and went to American Airlines Terminal to check in but they say that our ticket had already been exchanged. We both tried to call again Expedia and Kuwait airways multiple times but no help from both these companies. We were on the phone with them for over 60 mins each time for multiple times. The customer service reps were very rude all the time and were just trying to escape from the situation. They could not help us at all and we came back home. On the same day around 3 pm we got another email confirming our flight for 8/30 from JFK to Paris to London at 11:55 pm. It was not acceptable but we took it anyway. They completely messed up our trip and furthermore lost our bags and found on 9/4/15 when we were returning on 9/8/15. I am going to pursue legal actions to any extent to make them realize for the trouble they caused us.Desired Settlement: This is a very grave situation that they created on us. I want them to understand that they cannot take the passengers for granted just like that. They representative were just simply very unhelpful and unsympathetic. they completely ruined our trip, wasted our vacation.

Business

Response:

We have fully noted the contents of the complaint from the passenger Mr. [redacted]. At the outset, we would admit that there was a flight cancellation, in fact the said flight originated from Kuwait, transitted at London Heathrow, had to be terminated at London due to unanticipated technical reasons, reasons of which are beyond our control. Kuwait Airways have very well taken care of our inbound and outbound passengers by providing them other airlines flights available and wherever there is a delay over six hours, provided with full board hotel accommodation and surface transportation as required. In addition to the above, we have forwarded this issue to our home office at Kuwait that many of our passengers, although we have confirmed seats on other airlines, due their oversales and some unknown computer glitch, were not accepted. These passengers have been inconvenienced and frustrated and our Head Office Kuwait is evaluating this issue in general and studying how to compensate such passengers, but an answer is still awaited.Mr. [redacted] is obviously prematurely launched a complaint to your esteemed agency, before hearing our final answer. Also many of the areas of his complaints have been either exaggerated and distorted which we unfortunately are unable to accept.Thanks

Consumer

Response:

Hello!!!

I am rejecting this response because:I am surprised that you are still trying to deny myfacts and calling it an exaggeration. This is not an exaggeration but a fact. Iwrote almost 8000 characters when I submitted this initial complaint to Revdex.com buttheir system allowed only 2000 character and hence I gave you even less detailof our messed up situation. You can check in your systems what happened to ourflights and I can provide you my phone records showing how many calls I and mywife made on that period. We were sitting on the floor in JFK American Airlinesterminal completely stranded and trying to find solutions for hours callinghere and there. We completely gave up and came back home. Do you think this wasa pleasant vacation? The American Airlines lady [redacted] was trying to help us but she kept on telling us that theticket has been exchanged for something else and she can’t do anything untilKuwait puts it back in the system. They had many seats but she couldn’t doanything. At the first place why did you confirm the Virgin Atlantic flight andsent us to JFK early in the morning when they were showing no any seats? I had to go through Revdex.com because I wanted some independentorganization to monitor this case. I didn’t even feel like reaching out to KuwaitAirways just by seeing the kind of treatment that you did to us. Even while coming back there were some dissatisfactionlike the flights took off over 1 hour late and my seat was not reclining – it wasjust standing straight until the one guy came fix it like after 2hrs in theflight, the individual tv screens were not working, etc. I can understand thatthese are not serious dissatisfaction and I have let go over these minor thingsbut I am not going to let go for the trouble that you guys caused to us withthe flight. Do you think that we get like 2 months of holiday from work? We geta maximum of 14 days off from the work and we try to maximize out of that 14days and that also you completely ruined it and that is what I am upset about withyou guys.

Review: I was scheduled to travel from NewYork (JFK) to Mumbai on Kuwait Airways Flight KU 102 and flight KU 0301.

I boarded flight No KU 102 from New York (JFK) to Kuwait via London on November 29th, 2014, the flight was schedule for 21.00 hrs. I flight left an hour late. The flight landed in London (LHR) the morning of November 30th, 2014. We boarded the flight from London to Kuwait at around 10.30 am on November 30, 201. The flight did not take off on schedule as they were experiencing some mechanical problems with the door. We were stuck in the aircraft for about an hour. We were then told to deboard the aircraft. There was not much communication in between. Thereafter, at about 3 pm we were informed that an outside technician was looking into the matter. After waiting at the airport the entire evening we were informed at around 7.30 pm that the flight was cancelled , we were being put up at a hotel. We were then taken to the hotel around 9.30 pm.

The next day after breakfast we were informed that some of us may be able to board flight to our destination. I finally, managed to get on to Air India flight No AI-130 departing from London at 1.45 pm to Mumbai on December 1st, 2014 and arrived at my destination Mumbai at around 4.30 am on December 2nd, 2014.

Again, there was chaos regarding our baggage which was ultimately sorted.

I am a 74 year old woman, the entire journey has been an ordeal for me and I had to incur physical and financial difficulties not to mention the stress and frustration. I would like to be compensation for the financial loss and difficulty endured by me.

I await your response and addressal of the matter

Thank you, [redacted] Email : [redacted]Desired Settlement: Financial compensation of €600 for canceled flight under EU law for a flight out of European airport