A Masterclass in How Not to Book a Flight
Minus 4 - ☆☆☆☆
Booking with KissAndFly was less a travel arrangement and more an unexpected adventure in chaos theory.
We initially selected flights with different airlines for around €360. Miraculously, somewhere between clicking and paying, the price decided to stretch itself by about €60 — with no clear explanation in the sidebar as to why. Apparently, numbers enjoy spontaneous personal growth on this website.
Since we urgently needed those exact dates, we proceeded anyway. Big mistake.
We booked for two people as a company, only to discover on the invoice that we had purchased a Flex ticket — something we definitely did not order. It was likely pre-selected somewhere in the depths of the interface, requiring customers to actively uncheck it. Naturally, this was not transparently shown before payment. Instead, there were just a few mysterious, vague line items.
Customer service? A masterpiece of disappearance. Although we were registered, only part of the flights appeared in our account. For the return flight, it wasn’t even clear which airline we were flying with. We had to dig through later confirmation emails to reconstruct our own itinerary like aviation archaeologists.
Cancel the unwanted Flex option? Not possible.
After contacting the Customer Care Center (see their standard reply below), we were given instructions on how to locate the second flight on the Vueling website — because even Vueling could not find the booking with the information provided. That in itself says quite a lot.
We were also promised that someone would contact us regarding the unwanted Flex option. Unsurprisingly, nothing further happened. Apparently, once “the system says it is correct,” reality must simply adjust itself accordingly.
To make things more entertaining, the flights then had to be registered separately with each airline just to access the actual tickets. Extra baggage can be “selected” on the KissAndFly website — but must then be purchased again on the airline’s own website. So essentially, KissAndFly is a middle layer that adds effort without adding clarity.
A quick look online shows that we are far from the only ones who have experienced this exact pattern. It seems to be less an unfortunate exception and more a recurring business model.
The overall experience was apocalyptic in terms of time consumption and unnecessary complexity.
If you enjoy detective work, hidden add-ons, vanishing information, system-generated inevitability, and administrative endurance training — this is your platform.
If you simply want to book a flight, I would strongly suggest looking elsewhere.
Reply from https://kissandfly.at/
Dear Customer,
we’d like to investigate your case in detail: check the exact pricing breakdown (including taxes/fees and any selected options), confirm whether the Flex service was added during the booking flow, and clarify why only part of the flights appeared in your profile and why the return airline details were not clearly shown.
Please share your booking number or the buyer’s email address used for the purchase so we can locate the reservation and provide an accurate explanation and next steps.
UPD 20/02
Dear Holo Tropic,
At this stage, we’re unable to locate your reservation and verify the exact booking flow, price breakdown, airline references, and the Flex purchase status without identification details. Unfortunately, without a booking number or the buyer’s email address used for the purchase, we do not have a reliable way to access your case in our system or provide an actionable resolution.
Please reply with your booking number or the buyer’s email address. Once we have it, we can review what happened, clarify why parts of the itinerary were not visible in your account, check the baggage/ancillary services behavior, and provide a proper response regarding the Flex option and next steps.
