Kuwait Airways review: Flight cancellation and mismanagement

Good evening,

My name is Sara Ashraf, I have recently flown with Kuwait Airways from Manchester to Lahore plus return. (01/08/23-20/08/23)

I emailed soon after I returned to Manchester, but neither the E-comment section on Kuwait airways is accessible nor are they responding to my email. So I ask that you please look into my case and help me to seek a resolution.

My airline confirmation number is: MI4FEX

Booking Reference: PG54EBE1

Ticket Number: [protected]

A few weeks before my departure from Manchester, I was informed that my transit in Kuwait had been shortened significantly, to only 45 minutes, significantly shorter than what I had initially booked.

Then the flight departed from Manchester over 1 hour later than the departure time. I boarded the plane and asked many flight attendants and they had full confidence that we would not miss the transit flight to Lahore and that there would be no problems. One flight attendant even said he was 100% confident that they will wait for us even if we arrive late.

I felt somewhat reassured, however when we landed, we were informed that the Lahore flight has departed and that we would have to stay in hotel accomodation until we find out more. I arrived in Lahore 24 hours later than the flight that I had booked, on top of this I had a stressful experience with your airline.

At the Kuwait Airways helpdesk, my fellow flight attendees were offered to extend their return flight, and so I asked the lady at the desk and inquired about my options and if there was a return flight for Sunday 20th August. She inquired about this and then I suddenly received an email saying my initial return flight for the 17th had been cancelled and the return flight for the 20th had been booked.

The return flight for the 20th had a 24hour layover in Kuwait Airport, and this is not something I asked for nor gave my consent to book.

This was booked without my approval and kuwait airways did not offer to change my flight and instead offered me hotel accomodation again.

In addition, on my return, Kuwait Airways staff in Lahore Airport presented me with another passengers ticket information and almost sent me to London. They then proceeded to say that they did not have my ticket to Manchester and they held me there for over 2 hours, trying to locate my tickets and making problems with my luggage. I had to fight for my right to the return ticket I had saved and almost was denied a return flight.

Overall, I have had a bad experience with Kuwait Airways, despite what I had imagined. This is why I am requesting a full refund for both tickets.

I have attached my flight booking information and I would like for you to make this right.

Regards,

Dr Sara Ashraf

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