On 3. March Airline has cancelled a flight, which should be end of May. Kiss&Fly was not aware about it. On 3. April I let to open a ticket for the flight replacement. Several reminders, messages and... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I made a typo today when booking with Kiss&Fly – October instead of November – on a flight that cost €640. At first, I was stuck in a very long waiting queue with customer support, which was frustra... See more
Company replied
Bought a ticket (EU, 2h flight) for my mum through kiss and fly as the price was very attractive compared to buying the flight via the airline. I was a bit worried because of the bad reviews, but over... See more
Company replied
I bought the ticket on kissandfly.de and they send me the confirmation of ticket without 13-digit number. When i check the ticket on official airline website, it is showing cancelled. I contacted kiss... See more
Company replied
Company details
Written by the company
Kissandfly.de ist eine führende Online-Reiseagentur, die sich auf die Bereitstellung umfassender Dienstleistungen zur Reiseorganisation spezialisiert hat. Wir bieten eine breite Palette von Dienstleistungen an, einschließlich der Buchung von Flugtickets und Hotels, was die Reiseplanung bequem und sicher macht. Dank der benutzerfreundlichen Oberfläche unserer Website können Sie schnell die besten Optionen für Ihre Reise zu günstigen Preisen finden. Unser Ziel ist es, unseren Kunden auf jeder Etappe ihrer Reise den höchsten Servicestandard und Unterstützung zu gewährleisten. Vertrauen Sie Ihre Reisen Kissandfly.de an – Ihrem zuverlässigen Partner in der Welt des Reisens.
Contact info
TTN GmbH, 7A Tuchlauben, 1010, Vienna , Austria
- +49 911 374 9058
- info@kissandfly.de
- kissandfly.de
2.6
Poor
3K reviews
Replied to 99% of negative reviews
Typically replies within 24 hours
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Accidentally booked the wrong flight… Support resolved it
Accidentally booked the wrong flight (My own fault entirely; got my dates mixed up) but noticed 10 minutes after purchasing. Used their chat and got in touch with a human in about 15 mins. While waiting the 10mins, I decided also to call them on the phone (I wanted to talk to them ASAP, since I had technically had booked without paying extra for the option to cancel/re-book). The wait on the phone was less than a minute. The person told me that she would try to cancel to process (the tickets hadn't been issued yet), but wouldn't make any promises as to whether it would still be possible to cancel). I would get an email with an update. After hanging up, I had gotten through on the chat as well and there they told me the same thing. About an hour later, I got an email with a cancellation confirmation.
All in all, I was very satisfied with their customer support. I got through to them quickly and they were able to solve the issue. The only thing they could have improved, would be to confirm the cancellation immediately, rather than me having to hang up the phone and having to trust that they would cancel the phone
March 11, 2026
Unprompted review
Reply from Kissandfly.de
Dear Oliver Schwarze,
Thank you very much for taking the time to share your experience.
We are glad to know that our support team was able to assist you promptly after you noticed the booking error, and that the cancellation request was successfully processed before the tickets were issued. We understand how stressful such situations can be, especially when quick action is required, so it is reassuring to hear that you were able to reach us quickly both via chat and by phone.
We also appreciate your honest remark regarding the cancellation confirmation. Your feedback is valuable, and we understand that receiving immediate confirmation during the call would have made the experience even more reassuring. We will take this into account as we continue working to improve our service and communication processes.
Thank you again for your trust and for sharing your feedback.
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Hrytsan Nataliia !!
Hrytsan Nataliia !!! Thank you so much for your help
March 10, 2026
Unprompted review
Reply from Kissandfly.de
Dear Sardor Xolboyev,
Thank you very much for your kind words and for taking the time to share your feedback. We are truly glad to hear that Hrytsan Nataliia was able to help you.
Your appreciation means a lot to us, and we will be sure to pass your thanks on to her.
Smooth trip
Bought a ticket (EU, 2h flight) for my mum through kiss and fly as the price was very attractive compared to buying the flight via the airline. I was a bit worried because of the bad reviews, but overall everything worked out fine. Flight reservation were confirmed the day after booking with a PNR code which could be used to link the booking to the airline app and thus receive direct updates of sudden changes of the flight. No sudden cancellation or other issues which other reviewers had reported. Smooth check-in. Flight went well. I’m not giving five stars because I think they had a fairly high fee for luggage and seat selection (in comparison to selecting same options via the airline reservation system). She travelled light this time so it was a very good value but the price would have been similar to buying via the airline had I booked luggage and advance seat.
March 8, 2026
Unprompted review
Reply from Kissandfly.de
Dear Italo Sanhueza,
Thank you for taking the time to share your detailed feedback.
We are pleased to hear that your mother’s trip went smoothly, that the booking was confirmed successfully, and that you were able to link the reservation to the airline app and receive updates directly. It is also good to know that the check-in process and the flight itself went well.
At the same time, we appreciate your honest comment regarding the cost of luggage and seat selection. Additional services may vary in price depending on the booking channel and fare conditions, and we understand how important transparent pricing is when comparing the total trip cost.
We truly value your balanced review and are glad that, overall, your experience was positive and offered good value.
Confirmed tickets suddenly invalid – €610 extra costs, no refund
I booked a round-trip flight from Hamburg to Helsinki via Kissandfly (booking reference HO49LRYL). The booking was confirmed and I even received a message that the online check-in had been completed successfully.
However, when I arrived at Hamburg airport the airline informed me that the ticket had been cancelled by the booking agency and was no longer valid.
I immediately contacted Kissandfly support. During a phone call I was told that I should buy a new outbound ticket myself, while the return flight would remain valid. I would get the cost for those reimbursed.
Based on this information I purchased a new outbound flight for €314.33.
Shortly before the return flight I discovered that the return ticket was also not valid and check-in was impossible. Only at that point did the support team claim that the original booking had allegedly become invalid because of a “name error”. This explanation does not make sense because the name in the booking was entered correctly and matched my passport.
As a result, I had to buy another ticket for the return flight for €296.56.
Because of this situation I incurred €610.89 in additional costs for flights that I had already originally booked and paid for.
I contacted Kissandfly several times by email and provided all documentation, but no refund or solution has been offered so far.
This experience was extremely frustrating and stressful, especially because the problem only became clear at the airport and shortly before the return flight.
Based on my experience I cannot recommend booking flights through this agency.
*Update after the company response 07.03:*
Thank you for the reply. However, this situation has now been ongoing for almost two months. During this time I have repeatedly been told that the case is “under review”, but there has been no concrete progress or refund.
The reason for the ticket issue is ultimately irrelevant from a customer perspective. The booking was confirmed, the name in the booking was correct, and I was even able to complete online check-in before the tickets suddenly became invalid.
Your own phone support explicitly told me to buy a new flight and that the costs would be reimbursed, which is why I did so.
At this point I am simply waiting for the promised reimbursement of €610.89, which has still not been processed despite multiple emails and all documents being provided.
*Update after the company response 18.03:*
I finally received the payout, but only after endless mails, threatening legal action and describing my experience publicly. Unfortunate this had to happen this way.
January 8, 2026
Unprompted review
Reply from Kissandfly.de
Dear Luca,
We would like to assure you that we have received all the information and documents you provided, and your case is currently under review. Please rest assured that your case is important to us, and we are treating it with full attention.
We sincerely regret the stress and inconvenience this situation has caused you, especially given that it became apparent only at the airport and again shortly before your return flight. We fully understand how serious and frustrating such an experience can be.
At the moment, we are making every effort to clarify exactly what happened with the tickets and to determine the circumstances of this case in detail. Our team is carefully checking the booking history, ticket status, and all related information in order to provide you with a proper solution.
We kindly ask for your patience while this review is ongoing. As soon as we have completed the verification and have a concrete update, we will inform you accordingly.
UPD 07/03
Dear Luca,
Thank you for your update, and please accept our sincere apologies once again for the prolonged handling of your case.
We fully understand your frustration and we are truly sorry that this matter has remained unresolved for such a long time. We also completely understand how disappointing it is to continue hearing that the case is under review without yet receiving a final resolution, especially after the considerable inconvenience, stress, and additional expenses you experienced.
Please be assured that your case has not been overlooked in any way. We are continuing to work on it with full attention. However, in this particular situation, a more detailed investigation is required, which is taking more time than usual. Our team is carefully reviewing all booking data, communication history, and the circumstances surrounding both replacement tickets in order to reach a proper and fair outcome.
We deeply regret not only the disruption to your travel plans, but also the length of time you have had to wait afterwards. We genuinely appreciate your patience so far, and we are very sorry for the distress this has caused you.
Please rest assured that we are doing everything possible to move this case forward, and we will contact you as soon as there is a confirmed update.
UPD 17/03
Dear Luca,
Thank you for continuing to stay in contact with us by email throughout this case. We truly appreciate your communication and cooperation, as it helped us complete the review of your case.
We would like to inform you that the review has now been finalized and, on March 13, the full amount of your incurred expenses was refunded to you.
We sincerely regret once again the stress, inconvenience, and uncertainty this situation caused you. At the same time, we are grateful that we were able to resolve this matter and provide reimbursement in full.
If you feel that the final outcome of the case should also be reflected in your review, we would be very grateful if you could consider updating your review and rating about our service.
UPD 18/03
Dear Luca,
Thank you for updating your review and confirming that you finally received the reimbursement.
We sincerely regret once again that this case took so long and required such persistent follow-up from your side. We understand your disappointment and appreciate that you still took the time to update your feedback after the matter was resolved.
If you feel that the final outcome of the case should also be reflected in your overall rating, we would be very grateful if you could consider updating the score as well.
I ended up making a small mistake when…
I ended up making a small mistake when purchasing two tickets (the wrong date) and immediately contacted the company to stop the ticket issuance process. They responded immediately, and within a few hours I received confirmation of the cancellation and a full refund. So I bought the tickets with the correct date and just received the confirmation by email. I recommend them!
March 2, 2026
Unprompted review
Reply from Kissandfly.de
Dear Allysson Vidal Vasconcelos,
Thank you for sharing your experience. We’re glad we could respond quickly, stop the issuance in time, and confirm the cancellation with a full refund. It’s great to hear you were able to rebook with the correct date and already received your new confirmation by email.
We truly appreciate your recommendation and look forward to assisting you again whenever you need.
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Reply from Kissandfly.de
Dear Yi Wu,
thank you for your feedback! We’re glad you had a good experience and that everything was fast and transparent with no overcharging. We appreciate your trust and hope to see you again soon.
I had a problem with my Seat…
I had a problem with my Seat reservation, kate miller was my support and she helped me very fast! Thank you very much :)
February 27, 2026
Unprompted review
Reply from Kissandfly.de
Thank you for your feedback, Panayotios El Hayek.
We’re happy to hear Kate Miller assisted you quickly and resolved the issue with your seat reservation. We’ll be sure to share your kind words with her.
Thanks again for choosing us, and we’re here anytime you need help.
so far everything fine
so far everything fine, even got a fairly quick helpful response from a person on the chat help.
February 23, 2026
Unprompted review
Reply from Kissandfly.de
Thank you for your feedback, Dirk Pardoel!
We’re glad to hear that everything has been fine so far and that you received a quick and helpful response via our chat support. If you need any further assistance, feel free to reach out anytime — we’ll be happy to help.
booked a flight with them and when I…
booked a flight with them and when I got to the airport with the voucher they told me my ticket was suspended/ never issued. When asking for my money back they were not doing anything until I asked it back with Mastercard.
January 8, 2026
Unprompted review
Reply from Kissandfly.de
Dear Tim Willi,
thank you for your feedback, and we’re truly sorry for the stressful situation you experienced at the airport. We understand how serious it is to arrive for a flight and be told that the ticket was suspended or not issued, despite having a voucher.
To check your case properly and verify what happened with the ticket issuance, please share one of the following details for identification:
* your booking number, or
* the buyer’s email address used during the purchase.
As soon as we have this information, we will review the status in our system and with the airline/provider, confirm the reason the ticket was not successfully issued, and update you on the next steps regarding your refund.
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Risk of ruining my vacation
Risk of ruining my vacation
Reserved a ticket through the kissandfly platform, the date of birth and expiry date for my passport were messed up (my wife and i agree that they were entered correctly) nonetheless no big deal you have to pay around 5 euros to update data which means a total of 10 euros for both dates change. after i paid it since 21st january i m still reaching out to support with no avail, always the same result, "we will treat your request" and nothing changes. This is frustrating and my whole vacation is at risk of being canceled because i used this platform.
UPD1: i provided the booking number, please check this
UPD2: i was asked to pay an extra 17 euros to change passport data, which makes for a total of 27 euros, still can see a correction for my passport data.
UPD3: checked my email/reservation nothing seems to have changed, will comback later today just in case these updates take long to appear on the flying company/kissandfly platform
UPD4: No email received
UPD5: email received about successful update, will update the rating to 3 stars, on the one hand the processing was very lengthy on the other hand i dont know for sure who is responsible for it.
January 21, 2026
Unprompted review
Reply from Kissandfly.de
Dear Traveler,
We’re really sorry for the frustration and the delay in handling your request — we understand how stressful this is when your trip is coming up.
So we can locate your case and check the current status immediately, please share your booking number or the buyer’s email address used for the purchase.
Once we have it, we’ll review the request and get back to you with a clear update.
UPD 12/02
Thank you for providing the identification details (booking number). We’re now checking the current status of your request and reviewing what has happened since your payment on January 21.
Please wait for our update — we will get back to you as soon as we have the latest information and next steps.
UPD 12/02
Thank you for your patience. We confirm that your request has been processed on our side and has been submitted to the provider for authorization. At the moment, we are waiting for the provider’s confirmation to proceed with the passenger data update.
Today, we also sent an urgent reminder to the provider to ensure your request is handled as quickly as possible.
As soon as we receive updated information regarding your tickets, we will inform you immediately via the buyer’s email address.
UPD 23/02
Thank you for your update, and we sincerely apologize for the confusion caused by our previous message.
We want to be fully transparent: your request is still in progress, and we are now re-checking the current status directly with the airline to confirm when the updated passenger details will be applied in their system. As soon as we receive their confirmation, we will contact you immediately by email with a clear update.
Please also note that passport details are not displayed in the e-ticket / itinerary receipt, so you may not see these changes there. The updated information is reflected in the airline’s internal system and in your personal account on our website once the airline applies the change.
We understand how important this is for your trip and we’re treating it as a priority.
UPD 25/02
We sincerely apologize for the long wait and for the stress this situation has caused.
Today we received confirmation from the airline that the requested changes have been successfully applied to your tickets. Everything is now in order: the passenger’s passport details have been updated in the airline’s system, and your tickets are valid for travel.
If you have any additional questions or if you would like us to double-check anything on your itinerary, please don’t hesitate to contact us — we’ll be glad to help.
If your issue is now resolved, we would be very grateful if you could update your review and rating to reflect the outcome.
I had not issue with response form this…
I had not issue with response form this company..
Service representative Adriana López was fast efficient and a great help..
Thanks
February 3, 2026
Unprompted review
Reply from Kissandfly.de
Dear William Trimmer,
Thank you for your feedback. We’re glad to hear everything went smoothly and that Adriana López was fast, efficient, and a great help. We’ll be happy to share your kind words with her.
If you ever need assistance again, please don’t hesitate to contact us.
This was the worst experience ever
This was the worst experience ever.
I booked a flight from Vienna to Helsinki. It was supposed to be Finnair, turns out it was a Finnair Partner (Qatar). Qatar suspended my ticket because the person buying (yes from KissandFly) has not verified their account and therefore my ticket was suspended. I had to spend hours in customer support first with Finnair to learn my ticket is with Qatar AND suspended, then with Kissandfly to learn that all is fine. In the meantime, I spoke with Qatar, learning that some silly human who makes bookings did not verify their account, so my ticket got suspended... while Kissandfly tells me all is good no worries? If I could give minus stars, I would.
January 23, 2026
Unprompted review
Reply from Kissandfly.de
Dear ML,
To investigate your case properly and check the ticket status directly in our system, please provide one of the following for identification:
* your booking reference (reservation number), or
* the purchaser’s email address used during checkout.
Once we receive these details, we will urgently review the booking and get back to you with a clear update and next steps.
Website is a scam!
Website is a scam!
I've ordered the ticket for LOT airlines from Warsaw to Stutgart (and I received the pdf file)
But it was fully photoshopped! The ticket did not exist, and they failed to allow me to pass to board. (this is what the LOT airlines told me at the desk. I was embaressed and I was told that I am lying and photoshopped the tickets)
Weekend is screwed, and both the booking, the hotel everything failed.
Do not recommend, it's a scam!
____
Even after the review tickets.pl website which is a family of this service - did nothing with compensation, and everything I could get I was doing within the chargeback by my bank!
Guys are totally scammers and even thought they will promise you to fix it, they will do nothing for next 2 months!
November 14, 2025
Unprompted review
Reply from Kissandfly.de
Dear Mr. Lopatiy,
Thank you for taking the time to share your experience. We are very sorry to read about the distress and inconvenience you faced, and we fully understand how upsetting this situation must have been, especially given the impact on your travel plans and weekend.
We sincerely regret that this situation was not identified and resolved for you in advance and that you were placed in such an uncomfortable position at the airport. This is not the level of service we aim to provide. We also regret that you feel your case was not handled properly afterward, which understandably led you to initiate a chargeback.
We take accusations of fraud extremely seriously and have forwarded your feedback for internal review to ensure all procedures are carefully rechecked.
We truly regret the negative experience you had and appreciate you bringing this matter to our attention.
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and it was also cheaper than the operator's price. was simple and without any…
Everything was simple and without any complications.
January 1, 2026
Reply from Kissandfly.de
Dear Valeri V.,
thank you for your feedback.
We are glad to hear that everything was simple, without any complications, and that you found our price more favorable than the operator’s.
We appreciate your trust and will be happy to assist you again in the future.
Good customer service- regarding sports…
Good customer service- regarding sports luggage addition. Thanks
January 7, 2026
Unprompted review
Reply from Kissandfly.de
Dear James,
thank you for your feedback.
We are glad to hear that you were satisfied with our customer service regarding the sports luggage addition.
We appreciate your trust and will be happy to assist you again in the future.
Personal Service and perfect support
Had problems with my flight as the airline cancelled my booking one day before departure. KissandFly reacted immediately and organized even an upgrade to business class. Very nice contact. No idea why the rating is so low. The German team is great.
January 7, 2026
Unprompted review
Reply from Kissandfly.de
Dear Mr Hopf,
thank you very much for your detailed and positive feedback.
We are truly pleased to hear that our team was able to support you promptly after the airline cancellation and to organize a suitable alternative, including an upgrade to business class.
Your kind words about the personal service and our German-speaking team are highly appreciated and will certainly be shared with our colleagues. Thank you for your trust and for taking the time to share your experience.
Fraudulent and worst service
If there was anything less than 1 start I'd give that. They rescheduled my flight for more than 9 hours later and I had been trying to reach out to cancel and refund my ticket ever since. They keep asking me to do that myself via the account despite explaining that the system might be glitchy and that I cannot see the ticket under my account at all. On top, they emailed me that if they had to cancel it from their side, it costs 40€ per passenger. I mean what on earth are these policies and costs. Worst service I ever experienced. I will never go through them again and will never recommend it again to anyone. Will also make sure to leave my review whereever possible.
January 5, 2026
Unprompted review
Reply from Kissandfly.de
Dear Amal,
First of all, we would like to sincerely apologize for the frustration and stress this situation has caused. You are very important to us as a customer, and we truly regret that your experience did not meet the standards we strive to provide.
We would like to clarify an important point. When a flight schedule is changed by the airline (please note that flight schedules are managed exclusively by the airline and we do not have the ability to modify them) and the departure time is moved by more than 3 hours, the passenger is entitled to a full involuntary refund of the ticket. In such cases, our agency service fee does not apply.
We sincerely apologize that you received incorrect information stating otherwise. This information was sent to you by mistake, and we will conduct an internal review of the agent’s consultation to ensure such situations do not occur again.
We also confirm that we have received your refund request. As per our procedure, all requests related to ticket changes or refunds must be submitted by the purchaser via the personal account on our website. Your request has been received and is currently being processed.
In situations like this, we submit a request to the airline to obtain authorization for an involuntary refund. We are already working on this and are awaiting the airline’s official response. Once the authorization is received, the refund will be processed and returned to you.
We truly appreciate your patience and understanding and assure you that we are doing our best to resolve your case as quickly as possible.
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Many thanks to Nataliia Hrytsan
Many thanks to Nataliia Hrytsan, she saved my Christmas day.
December 24, 2025
Unprompted review
Reply from Kissandfly.de
Dear Kamuran Ers,
Thank you very much for your kind feedback.
We are truly pleased to hear that Nataliia Hrytsan was able to assist you and help save your Christmas day. We will be sure to pass your appreciation on to her — such feedback means a lot to our team.
Thank you for choosing Kissandfly. We are always here to help whenever you need us.
I booked a flight
I booked a flight. Unfortunately, the trip was cancelled and I asked for a refund. I followed the instructions of Kissandfly, had to wait some hours but then I got the message that the company did not claim the money. I was not sure wether I still ha to accomplish some steps and wrote a mail to the support. Sofia Hronska immediately wrote me back and confirmed that the refund has been confirmed and nothing was claimed. So, thank you for that. I would definitely book again next time with Kissandfly 🥰
December 20, 2025
Unprompted review
Reply from Kissandfly.de
Dear Lea,
Thank you very much for taking the time to share your experience with us.
We are glad to hear that the refund process was clearly confirmed for you and that our colleague Sofia Hronska was able to assist you promptly and professionally. Your reassurance and satisfaction are very important to us, especially in situations involving flight cancellations.
Thank you for your kind words and trust in Kissandfly. We will be happy to assist you again with your future bookings.
Confirmed ticket cancelled by agency on…
Confirmed ticket cancelled by agency on day of travel
I had a confirmed, ticketed booking that was visible in the airline system. On the day of travel, when I tried to check in, the booking was gone. The airline confirmed the cancellation was initiated by Kiss & Fly, not by me and not by the airline.
I was repeatedly told they were “working on it” and needed a new PNR, but hours later they claimed the flight was oversold and pushed a refund. Meanwhile, the same flight was still available directly on the airline’s website at a much higher price.
Extremely stressful experience and very poor handling of a time-critical situation. I would not recommend booking with this agency.
December 23, 2025
Unprompted review
Reply from Kissandfly.de
Dear Faezeh Ghasemi,
We are truly sorry to hear about the stress and inconvenience you experienced. We understand how critical and upsetting such a situation can be, especially on the day of travel.
To properly investigate this case and provide you with an accurate explanation, could you please share your booking reference (PNR)? Once we receive this information, our team will be able to review the booking history in detail and get back to you with a clear response.
We appreciate your cooperation and look forward to clarifying this matter for you.
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