Kuwait Airways
Reviews and Complaints

Respected Concerned,
I bought a ticket of Kuwait airways online from Islamabad to US. My reference number is S67WQI. The station manager Ms. Khadija of Kuwait Airways didn't allow me to fly.
According to her i had a visit visa and i could not fly having one way ticket. Even though i provided her my return itinerary which consists of Norwegian airline from New York to London and a PIA flight from London to Islamabad. But she said "we don't have your itinerary in our system and you cannot fly without a return ticket having a visit visa".
I have been to US twice before and i have traveled to Europe as well. In short i have a very good travel history and this is the first and only time i faced such problem.
The station Manager Ms. Khadija was rude and disrespectful. She told me to stand aside where I kept waiting for her reply for more than 90 minutes. On asking her again she threatened me that she would create a real problem for me at the US immigration and further said very bluntly that I was free to do anything that I could against her but she would not allow me to board the flight, which she proved. I told her that I will make a complaint against her, left the air port and came back home.
I request the concerned authorities to look into the above said matter, and give me the relief and compensation that I deserve. Further it is requested that proper training shall be given to the airlines staff, such as Ms Khadija, to know how to deal with the passengers of Kuwait Airways.
Regards
Faisal Sikandar
Reference No : S67WQI

I am not sure my previous complaint was registered or not, so I am resubmitting it.

Ahmed M Zaki, I booked on the internet using my credit card a booking that was not completed, so I retried to rebook and ended by 2 bookings. I followed the instructions to refund my second booking with reference OV329J, with no hope. I went to the kuwaiti airways office, I cancelled the booking and I e:mailed them on 14th February, nothing happened. I wrote them again twice with no action.
Ahmed M Zaki
[protected]
[protected]@gmail.com
Booking reference OV329J

Dear Sir / Madam
We booked airticket for me & my family for our planned family tour to New York USA. we First started from Mumbai on
Kuwait Airways
KU-117
Departure
Mumbai (BOM)
2018-Mar-02 04:20 Arrival
New York (JFK) M
2018-Mar-02 17:

As per planning we were suppose to reach Newyork on 2nd March18 but we reached on 3rd March 28 at 9.15 Pm about 1 (one) day &4 hours delayed. We have been hold at kuwait airport for about more_than 24 hours. Apart from this delay our all 4 numbers of baggage was missing. When we enquired at Newyork airport with baggage customer services, received promise that within 24 hours we will receive baggage.
But on 4th March we didnot received baggage, meantime we enquired 3 to 4 times telephonically at airport.
so same on happened on 5th March, so in late afternoon I personally went to airport baggage customer services but our baggage was missing.
on 6th March we were eagerly waiting for baggages & we enquired 2/3 times but we didnot received baggages on 5th & 6th March 18.
finally on 7 th March at 10. am we received baggages.
This was horrible & frustrating experience for me & my family,
about 4 days we were without our clothing & medicines.
Actually our main reason for visit was to attend family function at Edison, Newjersey & tour for east coast, but due_to baggages missing it was totally harassment & inconvenient, as we had purchased very costly Sharara, Saree & Sherwani for attending ceremony on 4th March 18 at Edison, Newjersey.
Also we were forced to purchase some dresses for daily use for me & my family as our baggages was not received.
As our tour dates were 2 march arrival at newyork & on 18 th march deaparture from newyork. but due_to to this delayed flight & missing baggages we had alot frustration & we have been forced to alter our touring programme,. We lost our important 4 days in enquiring and waiting of our missing baggages, all abovesaid things reasoned for extra purchases and unwanted expenses & lost 4 important days in our planned tour, rearrangement in tour schedule & remained idle in waiting of missing baggages at Newjersey ; this was very very annoying & frustrating for me & my family.
I am expecting the compensation for all abovesaid happenings from you.

Regards
Vinay Thakur
[protected]@gmail.com
+91 [protected]

To
Executive Board / Customer Relations
Kuwait Airways

Sub: Flight Delays and Services
Confirmation Number: AHMED
Ticket Numbers: [protected]
[protected]
Dated: Feb 122018

Dear Sir / Madam:

I regret to report herewith what I had an objectionable incident with your airlines on February 12, 2018 and on returning to New York / USA on February 24, 2018 with my minor nice Tasmia A. Sara. I originally had a reservation for the flight number KU118 from NYC to Kuwait City to Dhaka with the Flight Number KU 283 1h 30 minutes and Layover 1h 30m ( short connection), but we waited in Kuwait City more than 14 hours. It was a great pain that the ground crews / staffs were not cooperative and they had a negative attitudes towards passengers! Kuwait Airlines allotted a hotel accommodation inside the airport which was dirty and inconvenience.

On the way of returning to USA we arrives at the Dhaka Airport in the night 12:01 am on February 24, 2018 to catch the flight KU 284 but the flight was cancelled without proper notification to us . I had a schedule to attend an urgent conference and work on Monday Morning February 26, 2018 @ 8:30 am at NYC Board of Education / PS 14 in New York that I failed because of delaying flights and tiredness as I missed the connecting flight at Kuwait Airport # KU 117 on February 24, 2018 @ 09:00 am. Again the airline allocated inside airport hotel and stayed the night there after went through too many security checking that made us tired & sick. There were many Airlines having earlier flights that the next usual available Kuwait flights to New York . On several requests to allot two seats in some other Airlines so that I could reach on time in New York to attend the conference, which I had missed the opportunity because of the poor administration of Kuwait Airlines and their ignorance behavior.

The next day February 25, 2018 we board in Kuwait Airways to New York schedule to be arrived at 05:30 pm that was late 4 hours and arrived at JFK at about 9:45 pm. Moreover the flight stopped at Ireland that was a horrible experiences with security personnel that also made us tired and mental pressure. We arrived home in New York at 12:30 am after maintaining government procedures at JFK. I was not able to attend scheduled conference on February 26, 2018 at 8:30 am due to airlines inappropriate and unexpected lateness that damaged my career being a New York State Occupational Therapist ! Kuwait Airways has been a terrible experiences and nobody helps or makes any worst airline ever.

Concluding this incident, in considering the loss I have incurred in terms of my reputation being an Occupational Therapist not to attending conference as well as work and our suffering + pain for delaying flights I would like to claim my full refunds for two tickets by the Kuwait Airlines Authority. Please let me know if there is anything you can advise me as I am very upset about this incident and journey.Our confirmed schedule to arrive at JFK on February 24, 2018 at 05:30 pm but unfortunately arrived on February 25, 2018 at 09:45 pm (28 hours late).

I would not be surprised if the Kuwait Airlines are closed down soon due to their worst - ignorant customer service staffs as well as management. Never think about it again traveling by Kuwait Airways.

Sincerely,

Ferdousi Rahman
New York / USA
Marc 08/2018

To whom it may concern,

I had booked a flight from delhi to jfk for 2nd march 2018 departure.

2 passengers :
Dinesh lakra
Lohash lakra

Are travelling to jfk, pnr: rzfvsa via business class - boarding pass attached herewith.

The concern is that our flight ku 117 from kuwait to jfk via shannon is being delayed, may be due to bath weather in europe, I am writing this email from safir airport hotel, safir kuwait airport on 2nd march 2018.

We had arrived from delhi to kuwait at 7.30am and at 9am we were informed at gate 21 that the flight is cancelled and please move to the hotel from gate 10 for further update.

The hotel doesn't have the any basic amenities for us to eat of get freshen up, this is the first time we are seeing.
At 6.30pm in the evening on 2nd march they are giving us an option to travel by turkish airlines inspite of having an option of qatar airways and emirates.
The reply we get was that we are not in friendly relations with emirates airlines & the qatar doesn't have business class - you can travel by economy as we cannot upgrade you in first class.

We came for business in new york and already we are stranded here for 1 day, without having any kind of hospitality of proper accommodation for business class passengers here in kuwait.
Its the complete responsibility of the airline to take care of our travel and in transit needs.

We pay an upcharge of business class only because of these conveniences, the experience we have had in past 12 hours is utter nonsense.
We do not have our luggage, we do not have access to our luggage.
We cannot go outside of the airport
We do not have our toiletries neither we can go out and buy them
The toilets are extremely dirty
We do not have anything proper to eat or snack in the hotel, its not even basic there.
We have no ways to contact our family back home neither we are able to contact our associates in usa.
The wifi in the hotel doesn't work
There is no pay phone available here to call.
If we come to business lounge - dasman lounge in kuwait airport we cannot go to the hotel and from hotel we cannot come to the lounge, whats the use of the lodge when we do not have the access.
We feel like prisoners here in the airport,
We have never been security checked before like we have here while going to the hotel which is within the campus of the airport.
There are no separate ques for business class passengers.
There is no information available with your staff or the airport desk

What is this happening, the frustration the harassment caused in unimaginable
We did not expect that kuwait airways can be such a [censor] airline to fly with. The experience is as bad it can be. Its a mis-handled, hopeless and pathetic experience we cold ever face.
Its frustrating and harassing as it can be.
The staff attitude is so casual. They are not professionally trained and have no way of talking

Such treatment and atmosphere is completely unacceptable. We won't take such nonsense inspite of paying the complete cost of our ticket.
The option of turkish airline given to us would take 44hours to go from delhi to new york in total.
Its not about the natural causes which effect our experience, its about how the airline is well equipped in order to manage when something like this happen.

We have already been charged for 2nd march night at new york hotel.

We are waiting for your revert on the above concerns.

We expect:
1. Complete refund of our this ticket.
2. Refund our accomodation at new york, which is now cancelled worth 2 nights.
3. Arrange our transport from jfk airport to the hotel in new york.
4. Our business & time loss is unimaginable which also has to be borne by the airline.

We have our turkish flight (the only option we have) at 6.50am on 3rd march 2018.
Revert before the flight

Yours sincerely

Lohash lakra
Indian passport holder

+[protected] (sms or whatsapp only)
+[protected] (contact no.in us till 9th march 2018)
[protected]@gmail.com

My parents travelled to Pakistan for vacations via Kuwait airways with a return ticket. Due to some personal reasons in Kuwait I had to rebook their seats earlier. The changes were almost the cost of a new ticket. Considering it a travel season I had no issues. While they were returning the Kuwait airways staff in Islamabad Airport including "Khatija" and a young guy on the counter misbehaved due to my mother's hearing disability and asked my father if it was a fake passport and visa. Not reacting to their harresment he stayed calm. She then asked to get a medical certificate from the Airport authorities. Living all his life in kuwait and not knowing such procedures he asked he about where he could get that. Her response was hell. Anyways the Porter helped them get to the test center and thus completed the process. They waited in the lane again to get their boarding pass. She checked the document and got them the pass. While waiting for the plane which was delayed this lady again approached and asked my dad wait till the last cause my mother is on a wheel chair. They waited on the enterence till all passengers were onboard. She then wrote a note and handed it to a staff member and told him to deliver it to the pilot. The pilot then sent back a note to her.
She approached my parents and told my father that the pilot does not wants an dead passenger on board. Hearing this my father got angry and lost his temper, he tried to force himself in but the young local KwtAirways staff member pushed him back hitting the glass and shattering it. Not even caring about his injuries they shut the doors. The security monitoring the area along with other aviation staff requested Kuwait airways staff to load the passengers but Khatija said that my 70 year old parents were a threat to the flight.
My first step is to expect Airlines to hold responsibility and deal with the issue legally.
My father was left bleeding and my disabled mother on the wheel chair shocked. She is still under trauma and keeps repeating they will kill us. I will be defiantly meeting these people personally within a few day. The CCTV records prove the incident and avation laws forbids such behavior.
Awaiting your response.
E-ticket #229-[protected]/ 3.
12/feb 2018

I travelled on a return ticket from Delhi to London. On landing back in Delhi on 30/12/17 I couldn't find one of my 3 checked in baggages. The ground staff was very rude and non-cooperative. I've been trying to contact by emails, calls and even visited their regional offices but in vain. As a medical student it has resulted in a lot of wastage of time and money and it's been more than 35 days of the ordeal. Staff talks as I'm some sort of a thief when enquired about compensation.

I cancelled my ticket by calling USA customer care within 24 hours of booking and sent email to refund my money. After a month they did refund but deducted $300 from each ticket. I booked 5 tickets. I mean $1500 simply they deduct. I confirmed from customer care representative that all my money will be refunded and he assured me. What should I do in this case?

I am a frequent flyer of Kuwait Airways..Today 8th Jan 2018 I had a flight from Mumbai International airport KU302 at IST 4.30 but the flight took off at IST 8.30 which delayed me for 5 hrs to reach to an very important meeting i had been scheduled for. As i wasnt able to attend the meeting I underwent a considerable loss. I want a compensation by Kuwait Airways. I am very angry and disappointed and can also write this issue on social media. I strongly want a compensation as soon as possible. I could provide the ticket and boarding pass if required.

Hi,
I would like to complain and ask for compensation about the service from Kuwait airways flight KU744 from Dammam to Kuwait on 5 Jan 2018.
I booked 2 tickets for my daughters on that flight and they were waiting at the gate and no instructions came from the airlines for anything. They were waiting for 6 hours without any instructions and no staff were available to guide them.
At the end the flight departured at 11:45pm.
This was really unexpected from such main airlines.
I would like to raise this complaint to higher level please.

I Travelled on Kuwait airways on 2nd Jan 2018 from New york to Mumbai (Via Kuwait ) . My ticket number is 229-[protected] and PNR is QC4QEY .

After arrival in Mumbai, I found one of the wheels on my new Luggage completely ripped off ! Pictures attached .

I would like to request the Kuwait airlines to pay for the damage caused to my luggage or replace the same .

I could not find any place to complain for the same on their portal .

My email id is vimla.[protected]@gmail.com

I was Travelling from Doha to Kuwait to Egypt on 21 November ticket number [protected] flight number KU 1543
MANSOUR ADEL
On arriving to Egypt one of the bags was had broken and many damages (So I had to pick up the bag and walk making it really difficult and inconvenient for me)
There was no Kuwait Airways counter at Egypt so I was directed to Aviation Handling Services who handles Kuwait Airways and the person there phone number is ([protected]) (Who wrote his name down when I asked for it Pic attached) Said Kuwait Airways does not give them authorization for addressing complaints on hand Broken bags but my bag have many damages and cut in the both sides and all around the hand it was cut totally and hand is after long discussion he agree to write the report and I have to e mail Kuwait airways with regards to this.

I have attached photographic evidence of the same and looking for your action of the bag that was totally damaged.

Now I had addressed this to customer service in complaints and I did not get a reply from one
Your action will be appreciated

Regards
Adel Mansour
Email : [protected]@gmail.com
Adel. [protected]@snclavalin.com
Mobil : [protected]
[protected]

11 December 2017

To whom it may concern,

RE: Stranded by Kuwait Airlines. Booking Reference: KDUQVQ. Flight Number: KU102

I would like to lodge a formal complaint against Kuwait Airlines and request for urgent remedial action and redress.

On 10 December 2017, I arrived at Heathrow airport with my wife and three children to check-in for a trip to Bangladesh. At check-in I was told the three children would not be able to fly as they have less than 6 months remaining on their passports (Expiry 28 March 2018). I spoke to the Flight Supervisor, who identified herself as Maggie.

I gave Maggie documents from the Bangladesh Embassy in London clearly stating that my family were allowed to travel to Bangladesh even with a passport with less than 6 months to expiry. The passport need only be valid for the duration of the stay. I also showed her guidance from the British Government to the same effect, stating that: "Your passport should be valid for the proposed duration of your stay. No additional period of validity beyond this is required." (https://www.gov.uk/foreign-travel-advice/bangladesh/entry-requirements)

Maggie was clearly uninformed about this and deliberately evasive and unhelpful. We called the Bangladesh Embassy from the airport. They told us it was fine. We asked Maggie to speak to them. She refused. We asked her to speak to staff at the Biman Airlines desk (a Bangladeshi airline) who also explained to us it was fine. She refused.

She said: "Last time we let passengers travel under 6 months, we got charged when passengers were returned." She asked me if I had residential card. Bangladesh does not issue residential cards. Maggie said her job would be at risk and to take my problem up with the British Government!

She told me that she will not let me fly today and the only way she would agree is if Bangladesh Immigration or the Embassy will confirm to her in writing that my three children are allowed to travel to their country. We contacted the Bangladesh Embassy on the telephone, and told Maggie to speak to the person on the phone. She refused and said that they must email her. The official at the Embassy told us on the phone that he would email her.

Maggie then told us that if the Embassy does not confirm by email that my children can travel by the time the gate closes, then we cannot board the plane.

I waited until the gate closed, constantly asking if an email had arrived. It had not. I left the airport with my family. At 4.25pm (one hour after the scheduled take off time), Maggie called me. She confirmed that she received an email confirming the guidance by the Embassy and the British Government which I showed her initially and that my children's documents met this criteria and were hence perfectly fine for entry.

Realising her mistake, Maggie told us that we would be allowed to fly the next day at 4pm but that I would need to contact our booking agent to book this new flight. She said that Kuwait Airlines would not be able to do anything.

This error has caused me and my family extreme distress. The very least Kuwait Airlines could do is rebook the flight. But they are refusing even that. I have also missed a connection flight from Dhaka to Sylhet.

This is Kuwait Airlines second administrative mess up for this trip. I had previously booked to fly on the 9 December 2017. However Kuwait Airlines changed their schedule without explanation and made me rebook for the 10 December 2017, costing me an additional £125 to change my connecting flight from Dhaka to Sylhet with Biman Airlines.

I am currently stranded in London. I would therefore like to escalate this issue and request urgent remedial action and redress, and would like to make a formal complaint.

Faithfully,

Minar Ali

27 Annie Taylor House

Walton Road

London E12 5RG

Telephone: [protected]

Email: minar.[protected]@hotmail.co.uk

I paid for excess baggage ticket for RS 10191-00
cvd #2014/[protected] 5 dated09DEC at Dell luggage
ticket#29ku318659/0229Ku 318660.My flt conf #[protected],
On opening my luggage at home i found 5 wedding costumes {RS 20, 0000}missing from one luggage.I submitted my complaint on website
on 10dec for requesting the compensation from your office.
I am in a embracing state as wedding date is close by.I shall be thank full
if you could help me out
Thanking you in anticipation
Arun kumar chakrvarty
722 Arnold Street
Philadelphia PA19111

On November 27th, I completed my return trip from Islamabad, Pakistan with Kuwait Airlines. My flight number was 117. When I arrived home, I noticed that one of the wheels from my suitcase was completely broken off. A large chunk from the bottom was missing and you are able to see the inside of the suitcase. I understand that the general handling of suitcases tend to be very rough when being loaded onto and off of the plane, however it should not be so rough that the suitcase is damaged to the extent where it is unsuitable for use. Attached is a picture of the situation.

I would like my suitcase to be replaced because this is NOT what should happen on airlines. I am appalled at the degree of care employees take with their customers, and I do not pay for expensive tickets just to have my belongings treated in such a way.

I was Travelling from Mumbai to Kuwait to Amman on 23rd October.
My travel agent insisted i have bags all with wheels as we were on the holy land tour and had to cross 2 borders Jordan to Israel and Israel to Egypt where we were to wheel the trolley across the border walking for 200 to 400 meters.
On arriving to Amman one of the bags wheel was broken (So I had to pick up the bag and walk across the 2 borders making it really difficult and inconvenient for me and my wife to handle as they dont have porter service or trolleys)
There was no Kuwait Airways counter at Amman so I was directed to Aviation Handling Services who handles Kuwait Airways and the person there Wael Shuhaiber (Who wrote his name down when I asked for it Pic attached) Said Kuwait Airways does not give them authorization for addressing complaints on Broken bags and I have to e mail Kuwait airways with regards to this.
Over all the flight experience was great with service and the Aircraft cleanliness but this incident was a dampener to the whole Kuwait Airways Experience.
I have attached photographic evidence of the same and looking for repair of the bag that was broken.

Now I had addressed this to customer service in complaints and I got a reply from one S Thomas (Group Leader, Customer Relations) and he said in his mail I quote
"Our company consistently strives and aims for perfection and any comments to improve our services are always appreciated. We have carefully noted and investigated the matter and regardless of the reasons that prompted such situation, we do regret the inconvenience that occurred. However, we would like to inform you that as per rules as you have not reported the same before leaving the customs hall, we are unable to take this as a claim as per rules and conditions of contract.
Now I have clearly mentioned I did visit the counter before leaving customs but was told to e mail.
And now all e mails are not being delivered like Ive been blocked from communicating. Can I go to Consumer court in Mumbai for this

Hello, I have e-ticket by Kuwait airways I miss the flight date as i buy the ticket from travel agency due to emergency i miss the flight and next day i talk with the travel agency to re-book the ticket, i been informed to wait and till now no news? Ticket date was Nov 12th, 2017 can you please help me?

My ticket BAH-KWI-MNL
when i call kuwait airways office in bahrain they state they cannot help as i need to deal with the travel agency!

Is this means I lose my ticket + Money? please help :(

Dear Sir

My wife and kids traveled with Kuwait Airlines from Jeddah to Chennai connecting via Kuwait on 7-Nov-2017.

Passenger Name E Ticket No
Amrin Sheik Kabeer - [protected]
Muzzammil Sheik Kabeer - [protected]
Nuhaa Sheik Kabeer -[protected]

They checked-in Jeddah airport @ 10.30 am on 7-Nov-2017 for flight KAC788 - 1.10 pm.

Around 12.30 PM, Airlines staff informed that the flight is delay for 3 hours, Gate will be open around 4 pm and flight is at 4.30 pm.

At 4.30 pm, again airlines staff informed that will accommodate with next flight KAC786 at 7.25 pm.

My kids are dehydrated during 11 am to 6 pm, without milk / food nor refreshments. At last 6.30 pm airlines provided cup of juice, apple and cake.

For KAC786 at 7.25 pm flight departed with few waiting passengers and again airlines staffs informed that next flight will be at 10.30 pm.

From 1.10 pm to 10.30 pm = 9 hours 20 mins waiting period only.

For all above issues, there was no organizing to the passengers from kuwait airways / staffs. They where just sitting in waiting hall..

By the grace of Allah my family flew at 10.30 pm flight, reached at kuwait 12.30 am.

No any hotel accommodation given to my family during 12.30 am until 6 am, they where again transit desk for 6 hours.. without any refreshment. Atlast after my wife requested a lot, they got an Airport Hotel at 6am.

Kids where crying for sleep. They too had hand luggage, none of Kuwait airways staffs helped them to carry the hand luggage nor from the flight to transit desk nor to transit desk hotel.. You know how far we need to walk.

Both my kids where very small with the age of 5 and 3.

Atlast after getting the hotel, the flight was evening KAC343 at 6. The check out from the hotel @ 3 itself. Then again here also there as delay for the flight for 1.20 mins without any information.

My family was traveled with Kuwait Airways first time, it was very Worst Experience my family overcome.

In past we were travel in Saudia, Emirates & Qatar airways, They are highly respectable to the passengers.

My wife and kids are waiting one day without proper guidance from kuwait airways /staffs.

Kindly look in to the matter as a Frequent traveler.

Please advise to Kuwait airways to organize and to act with the passenger highly possible manner.

Flight details : KU381 Departure Time and Date : 06:50pm, Tuesday, Nov7

This is the most frustrating and sad experience we have had in travelling so far. The flight was delayed for 18 plus hours, no body had any information !

My dad had problem in his feet, he is not fluent in English so it was worse .

What kind of airlines is it if it cant take proper care of passengers, people who give you business !

Airlines did not had any information about when the they will take off, what is the issue, what is the next step . Highly unprofessional !

This was the first and last time me, my friends and family are travelling Kuwait Airlines, bye bye .

We are three passengers traveling to Istanbul for business on KU155. Flight was supposed to leave Kuwait at 8:30 AM on October 8. We wake up on time and by chance we noticed Sms sent to inform us that flight is delayed 8 hours!
first - If we haven't checked that early, we would have left to airport and got stuck there with our luggage.
Second - We have lost a big deal by missing one of our business meetings in Istanbul!
Third - Knowing about delays ahead of time will keep your credibility and allows passengers to reschedule or manage their plans accordingly and in time.
Four - Your customer service gave a stupid excuse that you received a weather notification; however, all other airlines had their flights leaving on time without any issue. and they do not even apologize for the delay not even when they notice that the customer is angry.

Not strange that many people do not like using your airline and I am convinced today that I should have listened to the advises I received and booked elsewhere!