Kissandfly.de Reviews 2,599

Reply from Kissandfly.de

Jul 1, 2025

Thank you very much for your feedback, Walter!

We’re sorry to hear you experienced technical issues with our website, but we’re truly glad that Andriiana López was able to assist you quickly and effectively. Your satisfaction is very important to us, and we’ll continue working on improving the platform to ensure a smoother experience next time.

If there’s anything else we can help with, feel free to reach out!

Reply from Kissandfly.de

Jun 30, 2025

Dear Customer,

Thank you for your feedback. We’re sorry to hear about your experience and understand how frustrating it can be when baggage allowance details are unclear.

Please note that baggage conditions are determined directly by the airline and depend on the fare type selected at the time of booking. Our platform displays this information based on data provided by the airline. However, we always strive to ensure that it is shown as clearly as possible before purchase.

To investigate your case further and review the baggage details shown with your booking, we kindly ask you to provide your booking number or the email address used during the purchase. This will help us identify your reservation and offer you a more accurate explanation or support, if needed.

We appreciate you bringing this to our attention and will gladly assist you in resolving the matter.

Reply from Kissandfly.de

Jun 30, 2025

Dear Mr. Menze,

Thank you for sharing your feedback. We sincerely regret the frustration and inconvenience you experienced, and we completely understand your disappointment — especially given the timing of your planned departure.

Please know that your opinion matters to us, and we are genuinely concerned that this situation occurred.

At the time of issuing your tickets, we did not receive final confirmation from the airline regarding the availability of seats at the fare you selected. Unfortunately, without this confirmation, we were unable to complete your booking. As a result, we had no choice but to cancel your reservation and issue a full refund.

We recognize how frustrating it is to first receive an automatic confirmation, only to be informed later that the order could not be finalized. While such cases are rare, they can happen when airline systems do not immediately reflect real-time seat availability — particularly for lower promotional fares. We regret that in your case, this led to a delay of two days before the issue was clarified.

Please rest assured that this was not a deliberate tactic, but a result of how airlines manage their inventory and fare classes. Still, we understand the impact it had on your travel plans and your trust in our service.

We thank you for bringing this to our attention and remain at your disposal should you need further support.

Reply from Kissandfly.de

Jun 27, 2025

Dear Laura,

Thank you for sharing your feedback. We are truly sorry to hear about your experience and understand your frustration regarding the cancelled flight and lack of a refund.

Please rest assured that we take such concerns seriously, and we want to help resolve this matter. To investigate your case thoroughly and provide you with a clear response, we kindly ask you to share your booking number or the email address used during purchase.

You can either reply here or contact us at info@kissandfly.de, and we will check all the details in our system. If the flight was indeed cancelled and you are eligible for a refund, we will do our best to ensure it is processed promptly.

We appreciate your patience and look forward to assisting you further.

Reply from Kissandfly.de

Jun 26, 2025

Dear Azad Safarov,

Thank you for sharing your positive experience with us! We are thrilled to hear that Yuliana Huliieva was able to assist you promptly with your check-in issue. Providing excellent customer service is our top priority, and it's always gratifying to know when our team members succeed in making our customers happy.

Your kind words will be shared with Yuliana and the entire team. We appreciate your feedback and look forward to serving you again in the future.

Reply from Kissandfly.de

Jun 22, 2025

Dear Jaromir Stieg,

Thank you so much for your wonderful feedback! We’re truly delighted to hear about your experience with Hrytsan Nataliia — she’ll be thrilled to know her assistance made such a positive impact. Going above and beyond is what we strive for, and we appreciate you taking the time to recognize her efforts.

If there’s anything more we can do for you in the future, we’ll be happy to help. Thanks again for sharing your kind words!

Reply from Kissandfly.de

Updated Jun 20, 2025

Sehr geehrter Herr Uzunay,

vielen Dank für Ihre Rückmeldung. Wir bedauern sehr, dass Sie solche Unannehmlichkeiten bei Ihrer Buchung erlebt haben und verstehen Ihre Enttäuschung vollkommen.

Bitte seien Sie versichert, dass uns Ihre Meinung wichtig ist und wir die Situation sehr ernst nehmen. Wir prüfen die Informationen zu Ihrer Reservierung mit der Referenznummer R*******B derzeit sorgfältig und klären den aktuellen Stand sowohl intern als auch mit dem zuständigen Anbieter.

Wir bitten Sie noch um etwas Geduld – wir werden Sie so schnell wie möglich per E-Mail über den weiteren Verlauf informieren.

Vielen Dank für Ihr Verständnis.

UPD 20/06
Sehr geehrter Herr Uzunay,

vielen Dank, dass Sie Ihre Erfahrung mit uns geteilt haben – wir bedauern die entstandenen Unannehmlichkeiten und die damit verbundene Frustration aufrichtig. Wir wissen, wie wichtig ein reibungsloser und verlässlicher Buchungsprozess für jeden Kunden ist, und es ist für uns besorgniserregend, dass dies in Ihrem Fall nicht gewährleistet war.

Auf Ihren Wunsch hin wurde Ihre Reservierung heute storniert, und die Rückerstattung wurde bereits an Ihr Bankkonto freigegeben. Der Betrag sollte innerhalb des von Ihrer Bank festgelegten Zeitrahmens, in der Regel innerhalb von 24 Stunden, gutgeschrieben werden.

Wir nehmen Ihr Feedback ernst und versichern Ihnen, dass es uns helfen wird, unseren Service weiter zu überprüfen und zu verbessern. Sollten Sie weitere Fragen haben oder zusätzliche Unterstützung benötigen, zögern Sie bitte nicht, uns zu kontaktieren.

Vielen Dank für Ihr Verständnis.

Reply from Kissandfly.de

Jun 9, 2025

Dear Markus,

Thank you very much for your kind feedback! We’re glad to hear that our support team was able to assist you quickly and efficiently, and that the refund process went smoothly for you.

We truly appreciate your trust and hope to serve you again in the future under better circumstances.

Reply from Kissandfly.de

Updated Jul 1, 2025

Dear Mart Leene,

Thank you for your feedback. We’re very sorry to hear about the inconvenience you experienced regarding your baggage allowance.

We understand how frustrating this situation must have been, and we are currently checking all the details of your booking and the baggage conditions provided by the airline at the time of purchase. Please rest assured that we will provide you with a full response as soon as our review is complete.

Thank you for your patience and understanding.

UPD 01/07
As we mentioned in our previous email, to proceed with your compensation claim, we kindly ask you to provide an additional document — specifically, a confirmation or receipt from the airline regarding the baggage purchase for the second passenger. The documents we have received so far only include details for one passenger, which unfortunately is not enough to move forward with the claim.

Once we receive this additional document, we will be able to process your request fully and work towards a satisfactory resolution as quickly as possible.

Please do not hesitate to contact us if you have any further questions or concerns. We appreciate your patience and are committed to assisting you throughout this process.

Reply from Kissandfly.de

Jun 2, 2025

Dear Winnie,

Thank you for your feedback.

We sincerely regret the inconvenience you experienced. Unfortunately, in rare cases, the price or availability provided by the airline changes before the ticket can be issued, which led to the cancellation of your booking. We understand how frustrating this situation is, especially when travel plans are time-sensitive.

Please be assured that your refund was processed on June 1. Depending on your bank, the amount should be credited to your account within a few working days. If you require written confirmation of the refund, feel free to contact us at info@kissandfly.de, and we will gladly provide it.

We appreciate your understanding and hope to have the opportunity to restore your trust in the future.

Reply from Kissandfly.de

May 28, 2025

Dear Lucas,

Thank you for sharing your feedback. We're truly sorry that your experience with us led to such a negative impression, and we fully understand your frustration.

At the time of issuing your tickets, we received a notification from the airline regarding an unexpected increase in fare cost. As a result, a surcharge was applied to your booking to cover the fare difference.

However, once we were informed that the surcharge was not acceptable to you, we immediately canceled your reservation and refunded the full amount to your account without delay.

We sincerely apologize for the inconvenience this situation has caused. Your opinion is important to us, and we’re constantly working to improve the transparency and reliability of our service.

Reply from Kissandfly.de

Updated May 29, 2025

Dear Ms. Mitzam,

Thank you for sharing your feedback. We’re truly sorry to hear about your experience and fully understand how frustrating and disappointing this situation has been for you.

Please rest assured that your case is important to us. We’ve already submitted a formal refund request to the airline for the cancelled flight, and we are currently waiting for the airline’s authorization to proceed with the refund. Unfortunately, as a travel agency, we are bound to follow the specific rules and refund procedures set by the airline. This includes waiting for their decision before we can take any further action on our side.

We recognize that this process is taking much longer than it should, and we sincerely apologize for the inconvenience and stress it has caused. We are actively monitoring your case and will inform you immediately once we receive any updates from the airline.

Thank you for your patience and understanding. If there is anything else we can do for you in the meantime, please don’t hesitate to reach out to us.

UPD 28/05
We’d like to clarify that we have now received confirmation from British Airways that they have registered our refund request. We understand that the delay in processing has been extremely disappointing, and we sincerely apologize for any miscommunication or inconvenience caused along the way.

For more detailed information regarding the current status of your refund, we invite you to contact us at feedback@kissandfly.de — our team will be happy to provide the necessary updates and support.

We appreciate your patience and thank you for bringing this matter to our attention.

UPD 29/05
Liebe Frau Mitzam,

vielen Dank, dass Sie sich erneut mit Ihrem Anliegen an uns wenden. Wir bedauern aufrichtig, dass Ihre Erfahrung mit unserem Service nicht Ihren Erwartungen entsprochen hat, und verstehen Ihre Enttäuschung in dieser Situation sehr gut.

Wie bereits per E-Mail an Sie kommuniziert, hat unser Team alles in seiner Macht Stehende unternommen, um eine Rückerstattung für Sie zu erwirken. Der von uns erstattete Betrag umfasst alle Bestandteile Ihres ursprünglichen Kaufs, soweit diese durch die Fluggesellschaft rückerstattet wurden.

Wir möchten betonen, dass wir nach wie vor auf eine endgültige Rückmeldung der Fluggesellschaft bezüglich einer eventuellen Entschädigung warten. Sobald uns eine Rückmeldung vorliegt, werden wir Sie selbstverständlich sofort informieren. Bitte haben Sie Verständnis, dass wir die direkte Korrespondenz mit der Airline aus datenschutzrechtlichen Gründen leider nicht weitergeben dürfen.

Bezüglich Ihrer Anmerkung, Sie müssten sich selbst an die Fluggesellschaft wenden: Dies war nicht als Abwälzen der Verantwortung gedacht, sondern als zusätzliche Möglichkeit, insbesondere dann, wenn sich der Prozess bei der Airline aus unserer Sicht unnötig verzögert. Dennoch bleibt es selbstverständlich unsere Aufgabe, Ihre Anfrage bis zum Schluss zu begleiten, und genau das tun wir weiterhin.

Wir schätzen es sehr, dass Sie sich die Zeit genommen haben, uns Ihre Rückmeldung zu geben – auch wenn sie kritisch ist. Denn nur durch ehrliches Feedback können wir unsere Prozesse weiter verbessern.

Reply from Kissandfly.de

Updated Jun 3, 2025

Dear Mr. Milosz,

Thank you for providing the reservation numbers and for taking the time to share your feedback.

We are truly sorry to hear about your negative experience and fully understand your concerns. Please rest assured that your opinion is important to us, and we are genuinely concerned that such a situation has occurred. Transparency and customer trust are values we take seriously.

Your case has been forwarded to our Complaints and Claims Department, where it is currently under thorough review. We thank you for the detailed information you provided, which will help us assess the matter appropriately.

You will receive a response directly via the email address linked to your bookings as soon as our internal review is completed. In the meantime, we kindly ask for your patience.

Thank you again for your feedback—it plays an essential role in helping us improve our services.

Reply from Kissandfly.de

Updated May 20, 2025

Dear Jonas,

Thank you for sharing your experience. We’re truly sorry to hear about the inconvenience and stress this situation caused. This is not the kind of service we aim to provide, and we appreciate you bringing it to our attention.

Flight schedule changes may sometimes occur due to availability issues or airline-side adjustments. However, we fully understand your frustration, especially given the urgency of your trip and the delay in receiving the final confirmation. We also take your feedback about communication and pricing transparency very seriously.

To investigate your case in detail and address your concerns appropriately, could you please provide your booking number or the email address used during the purchase? This will allow us to identify your reservation and follow up accordingly.

Thank you again for your feedback—we hope to have the opportunity to clarify and improve.

UPD 20/05
Dear Jonas,

Thank you for your feedback. We truly regret that your experience with our service has caused you stress and disappointment — this is never the impression we want to leave with our customers.

We understand how important clear communication and timely support are, especially when travel plans are involved. Please accept our sincere apologies for the lack of availability on our phone lines and for the delay in sending your final confirmation.

Regarding your booking, the original flight you selected was unfortunately already sold out at the time we processed your request. In such situations, our system offers two options: we either propose the closest available alternative flight, or we offer a full refund. Since you chose to accept the alternative flight, we proceeded to issue the tickets and sent them to you via email.

We acknowledge that the confirmation was sent later than ideal and we understand the stress that may have caused. We are currently reviewing the handling of your case internally so we can prevent similar situations in the future.

Your feedback is important to us and we are committed to improving the experience for all of our customers. If there is anything else we can assist you with, please don’t hesitate to reach out.

Reply from Kissandfly.de

May 18, 2025

Dear Sascha,

Thank you for sharing your concerns. We are truly sorry to hear about your disappointing experience, and we want you to know that your feedback is very important to us.

We understand how frustrating it must be to face unexpected changes and alternatives that do not meet your expectations. Please be assured that we always strive to provide the best possible options based on airline availability, but sometimes, due to circumstances beyond our control, changes are necessary.

We regret that you felt ignored by our customer service—that is never our intention. We are committed to improving and addressing all customer concerns promptly.

After reviewing your case, we would like to clarify that the booking was cancelled at your request. The full amount has already been refunded to the buyer's bank account.

If you have any further questions or need assistance, please don’t hesitate to contact us. We are here to help.
Thank you again for bringing this to our attention.

Reply from Kissandfly.de

May 16, 2025

Dear Bayo,

Thank you for reaching out and sharing your concerns.

We’re truly sorry for the worry and inconvenience this situation has caused you. Your trust is important to us, and we fully understand how frustrating it must have been not to see your ticket issued right away.

According to the information in our system, your tickets have been successfully issued and were sent to the buyer’s email address. If you haven’t received them yet, we kindly ask you to check your spam or promotions folder, just in case they landed there.

Should you still be unable to locate the tickets, please let us know immediately, and we will resend them without delay.

We appreciate your patience and understanding, and we’re here to help with anything you may need.

Reply from Kissandfly.de

Updated May 15, 2025

Dear Mr. Bizjan,

Thank you for your detailed feedback. We understand how upsetting and stressful this experience must have been, and we truly regret that your journey was disrupted in this way.

We carefully reviewed your case, and we agree that the situation was far from ideal. Due to a technical issue, the additional service for checked-in luggage was unfortunately not processed correctly. This should not have happened, and we understand how frustrating it is to receive a cancellation notice for a service that was already paid and confirmed — especially so close to your flight, without a clear explanation or alternative.

We also acknowledge the urgency of your travel situation and the added cost and stress you faced by having to book a new flight on short notice. It is never our intention to leave a customer without clear options or support, and we are truly sorry that you felt abandoned in this moment.

We can confirm that the refund for the luggage has already been processed today to the bank details you provided to us by email. We sincerely apologize for the long wait and any inconvenience this may have caused.

As a rule, once our company processes a refund, the funds are usually credited to the buyer's account within 1 to 3 business days. If you do not receive the refund within this period, please don’t hesitate to contact us again — we will gladly provide you with the official confirmation of the refund.

Please know that your opinion is extremely important to us, and we are actively working to avoid similar issues in the future. We apologize once again for the inconvenience caused and thank you for bringing this to our attention.

Reply from Kissandfly.de

May 4, 2025

Dear Drew,

Thank you for bringing this to our attention. We're genuinely sorry to hear about your mother’s experience and understand how alarming and frustrating this situation must be.

Please be assured that we take such claims very seriously. To thoroughly investigate what happened, we kindly ask you to provide the booking number or the email address used during the purchase. If you'd prefer not to share it here publicly, you can also contact us via private message or at feedback@kissandfly.de

We want to clarify that under no circumstances do we authorize multiple or recurring payments without the customer's explicit consent. Any unusual transaction activity may also be related to unauthorized third-party actions, and we're ready to assist with full transparency.

Once we have the necessary details, we will do everything we can to resolve this matter quickly.

Reply from Kissandfly.de

Apr 21, 2025

Thank you so much for your kind words, Jehan!

We’re truly happy to hear that you had such a great experience with our customer service and that Ms. Sofiia Melnyk was able to assist you quickly and transparently. It’s always our goal to resolve issues efficiently and provide helpful options during the booking process, so it’s wonderful to know you felt well supported throughout.

Your feedback means a lot to us and to Sofiia personally—we’ve shared your message with her and the team. We hope to assist you again on your next trip!

Reply from Kissandfly.de

Updated Apr 23, 2025

Dear Tom,

Thank you for taking the time to share your feedback. We’re truly sorry that your experience with us did not meet your expectations.

We’ve reviewed your booking, and we understand how disappointing it must be not to receive a refund due to the cancellation of your event. Unfortunately, the fare selected was issued under non-refundable conditions, as determined by the airline. These policies are not created by our agency, but by the airline itself, and we are obligated to follow them when processing any changes or refund requests.

That said, we absolutely understand the importance of transparency. Before confirming any booking on our website, all customers are given the opportunity to view the applicable fare rules. To access this information, you simply need to click "More about flight" and then "See fare rules" on the ticket selection page. This section contains detailed information about change and refund conditions, which helps travelers make informed decisions before payment.

We regret that this information may not have been as visible as it should have been in your case, and we’ll continue working on improving the clarity of our interface.

If you have any further concerns or questions, please don’t hesitate to reach out. We value your opinion and appreciate the opportunity to assist.