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An Outdated, Frustrating, and Unacceptable Customer Experience , Don’t ever think to book your flight on Kuwait airways
Mubarakia Kuwait Airways Business Clsss的点评
点评：An Outdated, Frustrating, and Unacceptable Customer Experience
As a frequent traveller, I have flown with numerous international and domestic airlines, including British Airways, Qantas, Emirates, Qatar Airways, Etihad Airways, Turkish Airlines, Lufthansa, Delta, JetBlue, Southwest, Alaska Airlines, Jazeera Airways, Air Arabia, flynas, and many others.
My experiences with these airlines have generally been positive, particularly when using their apps and websites to manage bookings. Most airlines now allow passengers to book, modify, cancel, and request refunds digitally. In my experience, refunds are typically processed within three days to a maximum of two weeks.
My experience with Kuwait Airways, however, has been entirely different. Even a basic booking modification cannot be completed through the airline’s app or website. Passengers must instead contact customer service by telephone or visit an office in person. This significantly undermines the purpose of offering digital services and turns routine transactions into unnecessarily time-consuming processes.
The WhatsApp customer-service channel is similarly inadequate. Messages frequently remain unanswered for more than two hours, making the service unreliable for passengers who need timely assistance, particularly when dealing with urgent travel arrangements.
Telephone reservations are also handled inefficiently. Customers are told that a payment link may take one or two hours to arrive, as though such a delay were acceptable for a routine transaction. In practice, the link may take even longer. Most modern airlines allow passengers to complete payment immediately during the booking process. Kuwait Airways should provide the same level of convenience and efficiency.
The cancellation and refund process is even more concerning. Kuwait Airways does not provide a convenient digital process for completing cancellations and requesting refunds through its app or website. Instead, customers are required to email sensitive personal and financial documents, including a copy of their Civil ID, bank IBAN details, and the bank card used for payment. Requiring customers to transmit such information by email raises legitimate concerns about security, privacy, and data protection. A secure online upload system should be provided instead.
There is also a serious limitation affecting bookings with multiple passengers. If only one passenger wishes to cancel, Kuwait Airways requires the entire booking to be cancelled. The remaining passengers must then make a new booking without the passenger who cancelled, potentially at a different or significantly higher fare. This is an unfair and impractical policy. Kuwait Airways should allow individual passengers to be removed from a booking while permitting the remaining travellers to retain their original tickets, reservation, and fare conditions.
The refund delays are unacceptable. Even after submitting all required documents, customers may have to wait at least three months to receive their money. The complaints process has also been ineffective. In my experience, staff repeatedly provided assurances that were not fulfilled, often stating that the refund would be completed within two or three weeks. Customers may then be required to visit the department personally several times and follow up repeatedly before meaningful action is taken. This places an unreasonable burden on customers and can make them feel that they must become confrontational simply to have a legitimate complaint addressed.
These failures have a direct impact on passengers. They waste customers’ time, create unnecessary stress, expose sensitive information to avoidable security risks, disrupt travel plans, and undermine confidence in the airline. Delayed refunds can also create financial hardship, particularly when customers are waiting for substantial amounts of money to be returned.
This is not an acceptable standard of service for a professional and respected national airline. Kuwait Airways has operated for more than 60 years, yet its booking, modification, cancellation, refund, and customer-service procedures remain outdated and inefficient.
A national airline with such a long history should offer a modern, secure, transparent, and customer-focused service. Passengers should not have to make repeated calls, send sensitive documents by email, visit offices several times, or argue with staff to obtain a basic booking service or a refund that is rightfully theirs.
This was one of the worst customer-service, cancellation, and refund experiences I have ever had with an airline. Kuwait Airways should treat this type of feedback as a serious warning and take immediate steps to bring its systems and service standards in line with those of leading international airlines.
As a frequent traveller, I have flown with numerous international and domestic airlines, including British Airways, Qantas, Emirates, Qatar Airways, Etihad Airways, Turkish Airlines, Lufthansa, Delta, JetBlue, Southwest, Alaska Airlines, Jazeera Airways, Air Arabia, flynas, and many others.
My experiences with these airlines have generally been positive, particularly when using their apps and websites to manage bookings. Most airlines now allow passengers to book, modify, cancel, and request refunds digitally. In my experience, refunds are typically processed within three days to a maximum of two weeks.
My experience with Kuwait Airways, however, has been entirely different. Even a basic booking modification cannot be completed through the airline’s app or website. Passengers must instead contact customer service by telephone or visit an office in person. This significantly undermines the purpose of offering digital services and turns routine transactions into unnecessarily time-consuming processes.
The WhatsApp customer-service channel is similarly inadequate. Messages frequently remain unanswered for more than two hours, making the service unreliable for passengers who need timely assistance, particularly when dealing with urgent travel arrangements.
Telephone reservations are also handled inefficiently. Customers are told that a payment link may take one or two hours to arrive, as though such a delay were acceptable for a routine transaction. In practice, the link may take even longer. Most modern airlines allow passengers to complete payment immediately during the booking process. Kuwait Airways should provide the same level of convenience and efficiency.
The cancellation and refund process is even more concerning. Kuwait Airways does not provide a convenient digital process for completing cancellations and requesting refunds through its app or website. Instead, customers are required to email sensitive personal and financial documents, including a copy of their Civil ID, bank IBAN details, and the bank card used for payment. Requiring customers to transmit such information by email raises legitimate concerns about security, privacy, and data protection. A secure online upload system should be provided instead.
There is also a serious limitation affecting bookings with multiple passengers. If only one passenger wishes to cancel, Kuwait Airways requires the entire booking to be cancelled. The remaining passengers must then make a new booking without the passenger who cancelled, potentially at a different or significantly higher fare. This is an unfair and impractical policy. Kuwait Airways should allow individual passengers to be removed from a booking while permitting the remaining travellers to retain their original tickets, reservation, and fare conditions.
The refund delays are unacceptable. Even after submitting all required documents, customers may have to wait at least three months to receive their money. The complaints process has also been ineffective. In my experience, staff repeatedly provided assurances that were not fulfilled, often stating that the refund would be completed within two or three weeks. Customers may then be required to visit the department personally several times and follow up repeatedly before meaningful action is taken. This places an unreasonable burden on customers and can make them feel that they must become confrontational simply to have a legitimate complaint addressed.
These failures have a direct impact on passengers. They waste customers’ time, create unnecessary stress, expose sensitive information to avoidable security risks, disrupt travel plans, and undermine confidence in the airline. Delayed refunds can also create financial hardship, particularly when customers are waiting for substantial amounts of money to be returned.
This is not an acceptable standard of service for a professional and respected national airline. Kuwait Airways has operated for more than 60 years, yet its booking, modification, cancellation, refund, and customer-service procedures remain outdated and inefficient.
A national airline with such a long history should offer a modern, secure, transparent, and customer-focused service. Passengers should not have to make repeated calls, send sensitive documents by email, visit offices several times, or argue with staff to obtain a basic booking service or a refund that is rightfully theirs.
This was one of the worst customer-service, cancellation, and refund experiences I have ever had with an airline. Kuwait Airways should treat this type of feedback as a serious warning and take immediate steps to bring its systems and service standards in line with those of leading international airlines.
翻译：过时、令人沮丧且不可接受的客户体验
作为一名经常出差的旅客，我乘坐过多家国际及国内航空公司的航班，包括英国航空、澳洲航空、阿联酋航空、卡塔尔航空、阿提哈德航空、土耳其航空、汉莎航空、达美航空、捷蓝航空、西南航空、阿拉斯加航空、半岛航空、阿拉伯航空、纳斯航空等等。
总体而言，我与这些航空公司的互动体验都相当不错，尤其是在使用它们的应用程序或网站来处理预订事宜时。如今，大多数航空公司都允许乘客通过线上方式预订、修改订单、取消预订以及申请退款。以我的经验来看，退款通常会在三天内处理完毕，最迟也不会超过两周。
不过，我在使用科威特航空时的体验则截然不同。即便是最基本的预订修改操作，也无法通过该航空公司的应用程序或网站完成。乘客只能打电话给客服，或者亲自前往办事处处理。这种做法严重违背了提供数字化服务的初衷，使得日常交易流程变得极为耗时且毫无必要。
WhatsApp客服渠道同样不尽如人意。消息经常两小时以上都得不到回复，这使得该服务对于需要及时帮助的乘客来说并不可靠，尤其是在处理紧急出行安排时。
电话预订服务也运作得十分低效。客服人员告知乘客，支付链接可能需要一到两个小时才能发送过来，仿佛这种延迟对于常规交易来说是可以接受的。实际上，链接的送达时间可能更久。如今大多数航空公司都允许乘客在预订过程中立即完成付款。科威特航空也应当提供同等程度的便利与高效服务。
而取消订单及退款流程则更令人担忧。科威特航空并未在其应用程序或网站上提供便捷的数字化流程，以供乘客办理退票及申请退款。相反，乘客必须通过电子邮件发送各类敏感的个人信息与财务资料，包括身份证复印件、银行IBAN信息以及用于支付的银行卡资料。要求客户以电子邮件方式传输此类信息，无疑会引发人们对信息安全、隐私保护及数据防护方面的担忧。应当提供一个安全的在线上传系统来替代。
还有一个严重的限制影响了包含多名乘客的预订。如果只有一名乘客希望取消行程，科威特航空却要求取消整个预订。其余乘客则必须重新预订，且不能包含已取消行程的乘客，他们所支付的票价可能也会有所不同，甚至大幅提高。这一政策既不公平也不切实际。科威特航空应当允许将个别乘客从预订名单中移除，同时确保其他乘客仍能保留原有的机票、预订信息以及票价条款。
退款延误现象令人无法接受。即便提交了所有必要文件，乘客仍可能需要等待至少三个月才能拿到退款。投诉处理机制同样收效甚微。以我的经历来看，工作人员屡屡做出承诺，但最终却并未兑现。通常会声称退款会在两到三周内完成。然而，顾客可能需要亲自多次前往相关部门，并反复催促，才会有实质性的处理措施出台。这给顾客带来了不合理的负担，甚至让他们觉得只有采取对抗的方式，自己合理的诉求才能得到解决。
这些处理失误对乘客有着直接影响。它们浪费了顾客的时间，还给他们带来了不必要的压力。泄露敏感信息会引发本可避免的安全风险，扰乱旅客的出行计划，并损害乘客对航空公司的信任。退款延迟也会给旅客带来经济负担，尤其是当他们正在等待大笔款项退还时。
对于一家专业且备受尊敬的国有航空公司而言，这种服务水平是不可接受的。科威特航空已经运营了60多年，然而其预订、改签、取消及退款流程……其客户服务流程依然陈旧且效率低下。
一家历史悠久的国家航空公司理应提供现代化、安全、透明且以顾客为中心的服务。乘客不应需要反复打电话、通过电子邮件发送敏感文件、多次前往办事处，或是与工作人员争执，才能获得基本的订票服务或应得的退款。
这是最糟糕的客户服务与取消服务体验之一。我所经历过的航空公司退款服务中最糟糕的一次。科威特航空应当将此类反馈视为一个严重的警告，并立即采取措施使其系统和服务标准符合国际一流航空公司的水平。
作为一名经常出差的旅客，我乘坐过多家国际及国内航空公司的航班，包括英国航空、澳洲航空、阿联酋航空、卡塔尔航空、阿提哈德航空、土耳其航空、汉莎航空、达美航空、捷蓝航空、西南航空、阿拉斯加航空、半岛航空、阿拉伯航空、纳斯航空等等。
总体而言，我与这些航空公司的互动体验都相当不错，尤其是在使用它们的应用程序或网站来处理预订事宜时。如今，大多数航空公司都允许乘客通过线上方式预订、修改订单、取消预订以及申请退款。以我的经验来看，退款通常会在三天内处理完毕，最迟也不会超过两周。
不过，我在使用科威特航空时的体验则截然不同。即便是最基本的预订修改操作，也无法通过该航空公司的应用程序或网站完成。乘客只能打电话给客服，或者亲自前往办事处处理。这种做法严重违背了提供数字化服务的初衷，使得日常交易流程变得极为耗时且毫无必要。
WhatsApp客服渠道同样不尽如人意。消息经常两小时以上都得不到回复，这使得该服务对于需要及时帮助的乘客来说并不可靠，尤其是在处理紧急出行安排时。
电话预订服务也运作得十分低效。客服人员告知乘客，支付链接可能需要一到两个小时才能发送过来，仿佛这种延迟对于常规交易来说是可以接受的。实际上，链接的送达时间可能更久。如今大多数航空公司都允许乘客在预订过程中立即完成付款。科威特航空也应当提供同等程度的便利与高效服务。
而取消订单及退款流程则更令人担忧。科威特航空并未在其应用程序或网站上提供便捷的数字化流程，以供乘客办理退票及申请退款。相反，乘客必须通过电子邮件发送各类敏感的个人信息与财务资料，包括身份证复印件、银行IBAN信息以及用于支付的银行卡资料。要求客户以电子邮件方式传输此类信息，无疑会引发人们对信息安全、隐私保护及数据防护方面的担忧。应当提供一个安全的在线上传系统来替代。
还有一个严重的限制影响了包含多名乘客的预订。如果只有一名乘客希望取消行程，科威特航空却要求取消整个预订。其余乘客则必须重新预订，且不能包含已取消行程的乘客，他们所支付的票价可能也会有所不同，甚至大幅提高。这一政策既不公平也不切实际。科威特航空应当允许将个别乘客从预订名单中移除，同时确保其他乘客仍能保留原有的机票、预订信息以及票价条款。
退款延误现象令人无法接受。即便提交了所有必要文件，乘客仍可能需要等待至少三个月才能拿到退款。投诉处理机制同样收效甚微。以我的经历来看，工作人员屡屡做出承诺，但最终却并未兑现。通常会声称退款会在两到三周内完成。然而，顾客可能需要亲自多次前往相关部门，并反复催促，才会有实质性的处理措施出台。这给顾客带来了不合理的负担，甚至让他们觉得只有采取对抗的方式，自己合理的诉求才能得到解决。
这些处理失误对乘客有着直接影响。它们浪费了顾客的时间，还给他们带来了不必要的压力。泄露敏感信息会引发本可避免的安全风险，扰乱旅客的出行计划，并损害乘客对航空公司的信任。退款延迟也会给旅客带来经济负担，尤其是当他们正在等待大笔款项退还时。
对于一家专业且备受尊敬的国有航空公司而言，这种服务水平是不可接受的。科威特航空已经运营了60多年，然而其预订、改签、取消及退款流程……其客户服务流程依然陈旧且效率低下。
一家历史悠久的国家航空公司理应提供现代化、安全、透明且以顾客为中心的服务。乘客不应需要反复打电话、通过电子邮件发送敏感文件、多次前往办事处，或是与工作人员争执，才能获得基本的订票服务或应得的退款。
这是最糟糕的客户服务与取消服务体验之一。我所经历过的航空公司退款服务中最糟糕的一次。科威特航空应当将此类反馈视为一个严重的警告，并立即采取措施使其系统和服务标准符合国际一流航空公司的水平。
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