ComplaintsforKiwi.com, Inc.

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Credit with Kiwi.com.br, that they were suppost to wire the money back to me. It has been more than 2 months and no money is back yet

  Business response

  08/29/2024

  Dear *********,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.

  Please note, we were unable to find your booking using the same or email address. We request you to please prove the booking ID, so we can investigate further and provide resolution. 

  Looking forward to your response.
  
  Yours Sincerely,
  Complaints Team

  Customer response

  08/29/2024

   
  Complaint: 22185325
  
  I am rejecting this response because:

  Here is the email ********************** under tequila.kiwi.com

  Destinos LLC

  AffilID:
  destinosllcdestinosllc

  
  Sincerely,
  
  ***********************

  Business response

  09/02/2024

  Dear Passenger,

   

  Unfortunately we are unable to find the booking with the email address *******************. Please provide the below details so we can investigate further.

  Booking ID, reeservation number (PNR), passenger name or the email address used to book the flight with us.

  Looking forward to your response.

   

  Yours Sincerely,
  Complaints Team

• Initial Complaint

  08/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased airline tickets from ** to ***** for my family on 1/23/24 through Kiwi.com. On 1/27/24, I received a message from the company stating the flight was "Canceled by the Airline" and I had to rebook, but they only offered more expensive flights in exchange. I spoke to a Kiwi.com representative and they said they can request a refund from the airline so I decided to book my flight on another website. On 2/13/24, I called the original airlines about my canceled flight and they verified the flight was actually not canceled and I was still booked on this flight. So I contact Kiwi.com and they confirmed that the flight was active and they will request a refund. On 6/20/24, I received a message from Kiwi.com stating they reached out to the airline, but they did not approve the refund. Kiwi.com erroneously posted that the flight was "Canceled by the Airline" so I had to rebook my flight. However the flight was not canceled and it makes sense the airline is not responsible for the refund. Kiwi.com should refund my ticket since their error lead to myself having to purchase another ticket. Looking through other complaints of Kiwi.com on a search engine, it seems this practice is quite common, where they say the ticket is canceled by the carrier and they offer you a more expensive ticket or they don't refund your money. I did look into filing a small claims court case against Kiwi.com, however, myself being in ** and their only office in the ** located in *******, I was told it would be a challenging collecting the funds even if the judge awards me the case. I have sent a demand letter to Kiwi.com, but their representative is not open to further discussion on my issue. I hope you can help me resolve and get my refund of $2,266. Supporting documents such as purchased tickets, and email correspondence can be submitted upon request.

  Business response

  08/30/2024

  Dear *********,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  To begin with, the flights were not canceled and were active. Due to human error, the flights were marked as canceled and you had to book a new flight.
  
  We request you to please provide the receipt for the new flights purchased for the canceled flight. Once received we will check for the possible refund from our end. Also, as the last flight was used, a refund for it will not be possible.
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours Sincerely,
  Complaints Team.

  Customer response

  09/01/2024

  Hello,

  This email is in response to the email from Kiwi.com representative.

  Thank you for your response. As requested, I have attached my family's alternate flight ticket receipt. It is with Delta and it is $442.30 per person for the one way flight from ** to *****. The total with my five family members come to $2,211.50. 

  I understand we did use the final leg of the flight package from ***** to ***** so we understand that we are not warranted a refund for this leg. Please consider refunding us for the LA to ******** and ******** to ***** flights. 

  We look forward to hearing back from you.

  Thank you,

  ************************

  Customer response

  09/01/2024

  Hello,

  This is a reply to the response received from Kiwi.com.

  Thank you for your response. As requested, I have attached the receipts for my 5 family members in the pdf attached. The first set is a full email, and the subsequent receipts just contain the cost and not the additional flight information to keep the pdf size minimal. The one way flight cost was $442.30 for LA to ***** with *************** With my 5 family members, the total is $2,211.50.

  I understand we used the final portion of the flight package for the flight from ***** to *****. Therefore I understand we are not warranted a refund for this leg. Please consider providing a refund for the LA to ******** and ******** to ***** flights. 

  I appreciate your help,

  ************************

  Customer response

  09/03/2024

   
  Complaint: 22171534
  
  Hello,
  
  This is a reply to the response received from Kiwi.com.
  
  Thank you for your response. As requested, I have attached the receipts for my 5 family members in the pdf attached. The first set is a full email, and the subsequent receipts just contain the cost and not the additional flight information to keep the pdf size minimal. The one way flight cost was $442.30 for LA to ***** with *************** With my 5 family members, the total is $2,211.50.
  
  I understand we used the final portion of the flight package for the flight from ***** to *****. Therefore I understand we are not warranted a refund for this leg. Please consider providing a refund for the LA to ******** and ******** to ***** flights. 
  
  I appreciate your help,
  
  *********************;
  

  Business response

  09/12/2024

  Dear customer.

   

  Upon checking, we communicated the change of the flights and informed of the new timings. You purchased the new flights directly with the airline and this was not informed to us before booking the new flights. We apologize for the miscommunication happned earlier, however after cancelation was informed, we sent you message informing you the new time of the flights. Hence a refund as per the receipts are not possible. We hope you understand.

   

  Yours Sincerely,
  Complaints Team
  
  

  Customer response

  09/12/2024

   
  Complaint: 22171534
  
  I am rejecting this response because:

  As you mentioned, the Hawaiian Airline flight was not canceled, but due to human error from Kiwi.com, it was shown as "Canceled by Carrier" on your app. Please see attached image. I verified this at a later time by calling ***************** directly and they told me the flight was not canceled. However this was already after I booked the replacement flight. 

  Due to this error, I had to book another flight directly with the carrier since the alternate options offered by Kiwi.com  was much more expensive. Prior to me booking my new flight, I spoke to a Kiwi.com representative on the phone who advised that since I had multiple flights in my itinerary, I couldn't request a refund just for the Hawaiian Airline flight. I had to take the second flight in ***** and then request a refund. This led to me having to book directly with the airline for my flight from LA to *****. I have also attached a screenshot of the chat I had with the Kiwi.com representative advising to request a refund after both my flights. 

  As the human error was caused by Kiwi.com, I urge you consider giving a refund for the flight from LA to ****** 

  Sincerely,
  
  ************************

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My Booking had 4 flights on June 6th, between ******* to ******* booked through Kiwi.com. Booking number : 494 558 108. Booked on early Feb 4th 2024.Note: I also purchased Airhelp+ to protect the trip along with this ticket through Kiwi.com.I was notified by Kiwi.com that one leg of my flight (Lynx air, ******* to *******) that suspended operations and cancelled my flight on Feb 23. My second flight (Air Transat, ******* to ******) was also cancelled by airlines on the same week. So 2 out of 4 flights got cancelled by respective airlines in a week span and had issues with rebooking any alternative flights. I could not find proper alternative connection flights to replace cancelled flights.That left me with no choice other than cancelling the remaining 2 leg of my flights (with Air India, from ****** to ****** and ****** to *******) on March 4th.In this case i had to rebook the entire trip again in a different route, so I dont miss my pre-planned work in *****, In this scenario, I reached out to kiwi.com and Airhelp+ for refund. Airhelp+ mentioned To obtain the refund for the tickets and the AirHelp Plus subscription, please contact kiwi.com directly and kiwi.com said they will take upto 90 days to complete the refund process.Attached invoice detailed breakdown for what I Paid for this entire Trip of Total $738. 13, but refund was only: 265. 16 Cancelled by ************** Flight Phoenix Toronto (Paid 77. .14+38. 58 baggage) (Refund: 71. 61 (paid on July 31st) Cancelled by ********************* Flight ******* - ******,(Paid ******, but refund was $44.36 (paid on March 8th )Flight ****** - ******- ******* (paid 367. 18, but refund was $149. 19 (paid on March 8th )When airline cancels the flight (two legs) for some reason, why I did not get full refund for first two leg of the flights and my baggage? and no refund for Airhelp+ even,Proof of all airline refunds that received by Kiwi.com for this booking is needed, not the Kiwi's refund statement.

  Business response

  08/23/2024

  Dear Passenger,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  To begin with, flights *******-******* and *******-****** were canceled and we provided you assisted refund and alternate flights on the Manage My Booking page of Kiwi.com. As the alternate flights were not suitable, you requested an assisted refund where a refund is provided as per the airline policy.  
  
  Please note that each carrier has its own unique refund policy. Therefore, we are bound by the policies of the operating carriers and the refundable amount is always determined by their rules. Unfortunately, we cannot influence it in any way. We can only refund whatever the carrier sends us without any deductions.
  
  Furthermore, the invoice price will vary from the price we paid to the airline as the invoice price also includes our service fee. Unfortunately, the service fee is non-refundable. Upon checking, for the flight Phoenix-*******, we received a full refund, and the same was provided to you.
  
  Also, all these carriers operate independently and hence, cancellation on one of your flights has no effect on the other flight. Hence we only received a tax refund for flights ******-****** and ******-******* as there was no cancelation on the flight.
  
  The flight from *******-****** was canceled however, we only received a tax refund from the airline. Upon calling the airline, we were informed that due to the echo budget and type of ticket, the flight is non-refundable and only a tax refund was provided. Hence we regret to inform you that a further refund is not possible.
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours Sincerely,
  Complaints Team

  Customer response

  08/30/2024

   
  Complaint: 22161810
  
  I am rejecting this response because:

  1. Flight from ******* to ******* was not full a refund.I paid for baggage for this leg and That was not refunded.

  2. Flight from ******* to ****** was also cancelled by Carrier. How come carrier refund only Tax but not the full refund. Where is the proof for this statement from Kiwi.com?  This is not fair and first time I am hearing this. You are saying Airlines has right to cancel my flight with out fair refund this is a big Joke. Why dont Kiwi.com show the proof that it received only Tax amount but not full ticket amount. As long as kiwi wants to not share this proof. This is a scam company and this demonstrates Kiwi.com is not transparent to their customers. They play games to steam money from customers.
  
  3. I had protection sold by Airhelp plus through Kiwi.com. What is the point of such protection  when No compensation for this trip when it was cancelled by carrier on their own. and no refund for even the fee I paid for air help.

  This is pure cheating and SCAM.
  
  Sincerely,
  
  ****** *********************************

  Business response

  09/02/2024

  Dear passenger,

   

  Please note for flight ******* to ******* the amount we received from the airline is already refunded to you without anu deduction. Also the amount includes the baggage price as well.

  The flight ******* to ****** was canceled but we did not receive a full refund. Also we do not have the proof of the statment as we called the airline requesting full refund and were denied. If needed you can contact the airline from your and confirm the same. If they send us any further refund it will surely be forwarded to you without any deduction.

  Lastly AirHelp is a third party company and in case of compensation you will have to contact them directly.

   

  Yours Sincerely,
  Complaints Team

• Initial Complaint

  08/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a one way ticket on Kiwi.com July of 2024. Money was deduct everything went well until the day of boarding. As I checking in I was informed that I could not board due to **** Transit requirements. I called **** and was basically told it's not their problem but they can rebook me a new ticket at full price. When I disagree, the representative hung up. I called back and was told to contact all 3 airlines separately. I did (AirAsia, JetStar, and ******) and was told that since it was booked fo thru Kiwi, they have to issue the refund. Upon telling **** this, they said they can't do anything. It's been 2 weeks and still no resolution.

  Business response

  08/23/2024

  Dear Passenger,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  We request you to provide the booking number here so that we can Investigate and respond.
  
  Yours Sincerely,
  Complaints Team

  Customer response

  08/26/2024

   
  Complaint: 22161165
  
  I am rejecting this response because: where am I sending this to?
  
  Sincerely,
  
  *********************

  Customer response

  08/27/2024

  Please see booking attached 

  Business response

  09/02/2024

  Dear *********,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  We apologize for the inconvenience you caused. We would like to inform at the time of booking all the details are mentioned regarding the **** issue. Please note that it is the responsibility of customers to verify that all travel documents are in place and to independently review any possible government restrictions, **** requirements, or travel documents before placing an order with us. Additionally, passengers should independently monitor the situation regarding the above-mentioned circumstances and resolve any new restrictions directly with the responsible authorities. Our customer support representatives advised you to check with the airline or with the local embassy.
  
  Also, once the booking is confirmed any changes or cancellations will be as per the ticket fare. Unfortunately, nothing can be done. 
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  Complaints Team 

  Customer response

  09/03/2024

   
  Complaint: 22161165
  
  I am rejecting this response because:

  Please go back and listen to the voice conversation and the documents was sent to me. I want to know exactly where it states that it is the customers responsibility for a transit **** as it is not usual if you are just transferring and staying. And please check to see what was promised and now you're going back on your words.
  
  Sincerely,
  
  *********************

  Business response

  09/10/2024

  Dear Passenger,
  
  It is mentioned on the e-ticket that for **** or any other travel documents, passengers need to check with the airline or local embassy. Also, we have checked the conversation, our customer support representatives advised you the same on-call. 
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  Complaints Team 

• Initial Complaint

  08/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We booked a flight on ************** through Kiwi.com. The flight was canceled and we were told we would be getting a refund sent to our original form of payment, a **** credit card. Kiwi.com claimed they had an error on their end and it did not work. They offered us two options: Kiwi.com credit or to provide them with my bank account information so they could transfer the money. When I called the company to explain that I do not want to give my bank account information and would like the money refunded to my original payment method, she told me it didnt work and they cant try again. She also did not have the credit card information on file and said she would not transfer me to anyone else, even when I asked for a supervisor. Now they are giving me a deadline to provide my bank account information or they will automatically refund me with Kiwi.com credit, which I was clear that I dont want.

  Business response

  08/26/2024

  Dear Passenger,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  After briefly checking your reservation, we can see that you requested a return trip, we brokered the service with the carrier and tried to send you the confirmation.
  
  To begin with, we thoroughly checked your booking and could see that both flights were booked with **************** On 5 August 2024, the airline canceled your return flight. We provided you with the options on your Kiwi.com Manage My Booking Page. Later, you selected an assisted refund method. Once you select a refund option, the whole booking gets canceled.
  
  Moreover, the finance team worked on your refund request and applied for one on your behalf. On 16 August 2024, the team provided you with two refund options, and you selected to get the refund in monetary form. Unfortunately, we couldn't refund back to the original payment mode due to restrictions. Instead, we requested an alternative refund method but you did not provide it.
  
  Furthermore, we observe that you spoke with customer service about the matter, and they too gave you the same details. The supervisor called you in response to your request, and he even tried that the refund be processed using the original payment method; however, the financial app indicated that this was not feasible. As a result, the credits were deposited into your Kiwi.com account. We have also sent you an email regarding this.
  
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  
  Complaints Team

  Customer response

  08/26/2024

   
  Complaint: 22152762
  
  I am rejecting this response because: I have never heard of a company being unable to credit money back to a credit card despite the purchase being 6 months prior. I was not comfortable sending my bank account information to a company that has been difficult and rude to work with. I have also researched Kiwi.com and found hundreds, if not thousands, of customer complaints. For these reasons it did not feel safe to provide my bank account information. I will no longer personally be pursuing this situation as my credit card company has been wonderful and is handling it. I wanted to reject the response as I still feel Kiwi.com is a very irresponsible company and others should know before using them. 
  
  Sincerely,
  
  *****************************

  Business response

  08/30/2024

  Dear *********,
  
  Whenever we attempt the refund, first we try to process in the original payment method. The refund couldn't go through hence we requested bank transfer details. 
  
  Nevertheless, if you are willing to raise a chargeback dispute with your bank, we cannot stop you. Please be informed that the process takes approximately 3 months.
  
  
  Yours sincerely,
  
  Complaints Team

  Customer response

  08/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 8/15/2024 we booked a flight from ***** to ******** after our original flight with another airline was cancelled. Little did we know the flight that **** booked for us had already been delayed, yet they were completely okay with and willing to book the flight anyways and take over $2,700 for this flight. After our flight got delayed to the next day that **** booked, we were no longer able to make the connecting flight in ******, so we attempted to contact **** and have them help us change the flight so we could make the connection. Instead of helping us change the connecting flight, they refused to help us and asked us to pay even more money to change the connecting flight, even though the original flight had already been delayed for several hours, yet they booked it anyways. Then they refuse to help us rebook and leave us stranded in either ***** or ******, or pay them more money to fix the problem they created! They didnt even know the flight was delayed until we tried to check in and got told it had been delayed, only for them to continue to refuse helping us. After spending hours on the phone with people who refused to help us, we ended up requesting a refund in their app, only to be told it would take up to 14 days for us to possibly receive a refund if the airlines saw fit. The airlines were willing to help us change the flights, but were unable to because we booked with ****, which was clearly a huge mistake on our end. Once a supervisor finally called us back, they also refused to help, and basically said the same thing the agents we spent hours on the phone with did. They made this entire process so much more stressful and took all of the money we had to use in ***** to survive, basically leaving us with no where to stay, and giving us no alternative option to get out of *****. We asked them to refund us or change the flight and the answer was always the same. It is disgusting that they treat their customers like this and they need investigated.

  Customer response

  08/16/2024

  My booking number is 556 718 250 which I forgot to include in my complaint.

  Business response

  08/26/2024

  Dear Passenger,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  After briefly checking your reservation, we can see that you requested an outbound trip, we brokered the service with the carrier and tried to send you the confirmation.
  
  To begin, the reservation was requested last minute. Upon receiving a confirmation from the airlines, we sent you the e-ticket. The flights were confirmed. Later, the Zirpair airline made a schedule change to your flight from ***** to ********, and the flight was rescheduled for the upcoming day. The carrier did not send us a notification about the disruption. As you did not purchase disruption protection during the booking, we could only offer the paid alternatives.
  
  We see that you contacted customer support and confirmed that you contacted ***************** and they were offered free alternatives instead. Hence, they requested you to coordinate with the carrier directly. Later, you selected an assisted refund method. The finance team requested a refund from ***************** However, ***************** refused the refund as there was no disruption to the flights.
  
  In line with your concern regarding the refund, we see that you have raised a service chargeback dispute with your bank and the status is still open. We kindly request you to coordinate with your bank for the refund update.
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  
  Complaints Team

  Customer response

  08/26/2024

   
  Complaint: 22146733
  
  I am rejecting this response because:

  When you guys booked the flights for us, the delayed flight through ZipAir was already published on their website, which we verified when we called them. It was not until we called and notified you that you were aware of the delay, but you had already taken our money at that point and the only option you gave us to fix this issue was to pay more money.

  We reached out to ***************** who was willing to help us, but unable to because we booked through you. When we called and asked you guys to coordinate with them, which an agent we spoke to on your team said you would be able to do, you refused and would do nothing to help us so we wouldnt end up stranded in ******. The airline was willing to help for free but couldnt because we made the HUGE mistake of booking through Kiwi.

  The issue here is:

  1. You booked us an already delayed flight which made it impossible for us to reach our connecting flights.

  2. You charged us for these flights and refused to help us change them although the airline was willing to help us for free, they were only unable to because of you, and you refused to call and coordinate with them like you told us you would originally.

  3. We do not accept a partial refund, as you are the ones who booked us an already delayed flight, and then refused to help us rebook the connecting flights so we didnt end up stranded. We never got to take any of these flights because we did not want to be stranded in ****** or fork over more money to you for something that you did. If you want to provide us a full refund we will happily cancel the dispute, but until you promise to refund us in full that is not happening.

  Overall you made an already stressful experience 100 times worse and your customer service was basically non existent. I shouldnt have to buy all of these extra things when you shouldnt have booked us a delayed flight to begin with. That is an issue on your end, not ours, and it is the definition of a bait and switch scam. You took our money for something that wouldnt have been possible and then wanted to charge us more money to fix the problem you caused.

  We want a full refund of all charges from your company. If you do not comply with this request I will be filing a complaint with the Attorney General in your state as well because they need to be aware how you guys are scamming probably thousands of people out of their money and leaving them stranded with no way out aside from giving you more money.

  Sincerely,
  
  *******************************

  Business response

  08/30/2024

  Dear *********,
  
  Please understand that Kiwi.com is a brokerage agency and the tickets are prepaid. We received a confirmation from the airline and later we sent you the e-ticket. The flight was delayed last-minute which affected your connecting flights. 
  
  Upon your request, we also checked the possibility of replacing the ***************** flights however it was booked with one of our booking partners and there was no disruption hence they refused the request. Regarding the refund, we had already offered you whatever we had received from the carrier but you raised a dispute and it is still open. Hence, we cannot assist you regarding the refund.
  
  
  Yours sincerely,
  
  Complaints Team

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked travel arrangements through Kiwi.com. My flight was delayed multiple times from an international location and I ultimately was unable to travel. I've contacted Kiwi.com on numerous occasions to secure a refund. I received a "partial refund" of a little over $100 a couple of months ago and any inquiry as to the remaining refund is always met with a dismissive response of, "we're working on it". It's been about a year and I want my refund. I worked hard for the money to pay for that trip. I didn't pay for my travel arrangements in increments and I don't think it's it's fair that they can basically behave like scammers and give me the run around. My trip was scheduled for last August, 2023. And I've been getting the runaround from this company in getting reimbursement.Please investigate this matter. This was a family vacation that I worked very hard to save for. That should not be taken lightly.

  Business response

  08/23/2024

  Dear *********,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  We apologize for the inconvenience you caused. Please understand changes or cancellations are made by the airline and we being a travel agency have no control over it. On 11 August 2023, there was a last-minute delay to the first flight from ******* to ************ due to operational reasons. The carrier did not notify us prior about the delay hence we failed to inform you. This also affected your connecting flight to ***********. As soon you send us the notification from your Kiwi.com Manage My Booking Page, we provide you with alternative flight and refund options. You did not select any and filled out the refund application form. The finance team worked on your refund application and applied for a refund from both airlines. 
  
  Furthermore, for the outbound, a monetary refund was processed to you and you may also refer to the proof of refund sent to your registered email address on the 15th of September 2023. For the connecting flight, we asked you to provide an alternative refund method. Since you failed to provide the complete details within the time frame, the refund was automatically processed in the form of credits. We regret to hear that you are not happy with the credit refund and want to receive a monetary refund. Our finance team deleted the credits and refunded you via bank transfer. Whatever refund we receive from the airline is forwarded to you without any deduction for both carriers. Unfortunately, no more refund is possible.
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  Complaints Team 

  Customer response

  08/26/2024

   
  Complaint: 22144961
  
  I am rejecting this response because: the refund kiwi.com finally processed for me, with much frustration and hassle, earlier this year (2024) was a little over $100 after initially insisting that I take the kiwi credits. There is still about $400 unaccounted for. 

  I have screenshots of the timeline and correspondence. 
  
  Sincerely,
  
  *************************

  Business response

  08/28/2024

  Dear *********,
  
  As informed earlier we have already processed a refund for both the flights in monetary form. Also, proof of refund has been sent to your registered email address. Unfortunately, no more refund is possible. 
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  Complaints Team 

  Customer response

  08/28/2024

   
  Complaint: 22144961
  
  I am rejecting this response because: they are liars. The only transaction to me from kiwi.com as it pertains to my scheduled travel was $101.47 on May 16th, 2024.

  And that meager amount was only obtained after I reported them to the Better Business Bureau the first time. 

  I paid $604.89, I received a very small refund of $101.47.

  I am still owed $503.42 from kiwi.com. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The airline (Volaris) oversold the flight in ***********, and refused entry onto the aircraft. Therefore, ******* issued a refund to Kiwi. Upon requesting the refund be remitted to me, **** asked me for evidence from the airline for the refund. I furnished said evidence, and then **** ignored every message I've sent since (it's been over a month with half a dozen inquiries, despite their SLA being a two-day response time)**** agreed to refund my fare, but then ignored my emails. Clearly a scam.

  Business response

  08/14/2024

  Dear *********,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  To begin with, due to overbooking you were unable to board the return flight and the airline sent the refund. However, the same was not refunded to you, and were asked to provide proof of refund. Please note we booked the flight with our partner to improve the flight availability and ensure the best pricing possible for the customers. The way how flights are booked may have an effect on processing the refund as well.
  
  We can see that we contacted the airline regarding the refund. In order to obtain your refund we have to follow this same channel, but in reverse. An agent of the airline may see that the refund has been released but it has not been fully processed through that system to reach us yet.
  
  Furthermore, we can see that a valid proof of refund is already provided and you are waiting for the refund. Please note, that you have raised a chargeback due to which a refund cannot be sent now. It takes approximately 3 months to get a result of the chargeback. Once we have the result refund can be sent. However, till then we will have to wait and if needed you can also contact your bank for the same.
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours Sincerely,
  Complaints Team

  Customer response

  08/14/2024

   
  Complaint: 22113781
  
  I am rejecting this response because: (a) the chargeback from the credit company was declined back in December (see proof) , and (b) I have been trying to message Kiwi for over a month with no responses. **** claims to respond to messages within 2 days and still has not responded. Kiwi provides no other support channels than the message channel, which they will not respond to. 
  
  I have repeatedly been told my Kiwi that to receive a refund, I need to provide evidence of the refund from the airline, which I did. **** is playing games to avoid taking responsibility. I have the means to continue fighting this and I will not give up until this refund is processed.
  
  Sincerely,
  *****************************

  Business response

  08/23/2024

  Dear *********,

   

  Thank you for providing the document of chargeback. We have forwarded the document and once we have the result action will be taken accordingly. Also, we have receive the valid proof of refund and we just need to confirm that the chargeback is closed to take the necessary actions.

   

  Yours Sincerely,

  Complaints Team

  Customer response

  09/11/2024

  **** has told me to continue conversation over phone, but the phone number is prompting me for a e-ticket number. Once I enter that number, it says my reservation does not exist. They have scammed me out of hundreds of dollars and it takes months for them to respond to their messages. 

  Business response

  09/13/2024

  Dear passenger,

   

  We also provided the contact number and call can be connected only till 2 days after the jpurney ends. If needed you can request for a call back. 

  Furthermore, the dispute was closed in your favor and in this case you will have to contact the bank directly. Here bank will refund you directly the disputed amount and we will not be able to take any further refund.

  Kind regards,

  Complaints Team.

  Customer response

  09/13/2024

   
  Complaint: 22113781
  
  I am rejecting this response because: Kiwi.com is blatantly lying to BBB and to me, its customer, despite sufficient evidence. **** is declaring that my bank honored the chargeback and issued a refund, when evidence submitted (attached herein yet again) shows that to be categorically false. 

  Kiwi is also lying about providing answers to my inquiries. The website says "8 hour response time" but it often takes week or even longer than a month to receive a response, despite multiple attempts. 

  At this point, it clear that Kiwi is a scam and I have begun seeking legal remedies, perhaps in the form of a class action (as one quick ****** search shows how often they are scamming customers)

  
  Sincerely,
  
  *****************************

  Business response

  09/20/2024

  Dear *********,

   

  We had forwarded the document you provided us to check the result of the dispute, We were informed that the dispute is ruled in passenger's favor. Hence in this case it will be the bank who should refund passenger and a refund from our end will not be possible.

   

  Yours Sincerely,
  Complaints Team. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to request a full refund for my flight. Despite complying with all **** regulations, I was denied boarding right before my flight due to an unwritten **************** policy. I ensured all necessary documentation was in order and confirmed that no Schengen transit **** was required for my nationality. Before boarding, they falsely claimed that a Schengen **** was required for my transit through *****. The staff then said it was an unwritten **************** policy, which led to me wasting many hours.Another passenger in January 2024 experienced the exact same issue, highlighting the invalid nature of this enforcement. The other traveler requested written explanations for the denial of boarding and was refused. The Duty Manager in the other case admitted that passengers could not be aware of such an airline rule. Pegasus staff told me that I am eligible for a full refund but that it should be processed through my agency (Kiwi) and not directly with them.Please also note that I am aware of the nuances regarding these transit rules, but I can assure you I DO NOT meet the following conditions requiring the ****: the need to leave the airport transit area in ************* (FCO), the tickets being separate and not codeshare thus requiring a self-transfer, and the tickets being from two separate airlines or itineraries. Given these circumstances, I respectfully request a full refund for my ticket. I look forward to your prompt response and resolution of this matter.

  Business response

  08/14/2024

  Dear Passenger,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  After briefly checking your reservation, we can see that you requested an outbound trip, we broker the service with the carrier and sent you the confirmation.
  
  We are sorry to hear that you were denied boarding the flights due to **** issues. I would like to explain that Kiwi.com enables customers to choose a combination of independent flights in an onward journey, each of those flights can be operated by an independent carrier, this combination is called virtual interlining. Also, the itinerary was selected by you and we booked the tickets accordingly. Additionally, Kiwi.com does not store information related to travel restrictions. Please note that it is generally the responsibility of customers to verify that all travel documents are in place and to independently review any possible government restrictions or **** requirements before placing an order with us.
  
  Furthermore, we have contacted the carrier to know the refund status. We kindly request you to wait for an update. Additionally, the refund depends on the airline's policy.
  
  
  Looking forward to your response. We hope this detailed explanation might have helped you to understand the scenario better.
  
  
  Yours sincerely,
  
  Complaints Team

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of the transaction: June 11th, 06:47 PM PDT Amount of money paid: $1114.16 Business committed to provide: An affordable and easy online booking travel experience. What's the nature of this dispute: I am writing to express my dissatisfaction with an online travel booking service that failed to issue a refund for a plane ticket I canceled within 20 minutes of purchase. Despite adhering to the advertised refund policy and promptly initiating the cancellation process, the company has not processed my refund or provided any clear solution to my problem. This lack of a proper response and accountability not only contradicts the assurances given at the time of booking but also causes undue financial and emotional stress. I respectfully request that the Better Business Bureau assist in resolving this matter and ensure that the company upholds its commitment to customer service and fair practices.

  Business response

  08/05/2024

  Dear Passenger,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  We request you to provide the booking number here so that we can Investigate and respond.
  
  Yours Sincerely,
  Complaints Team

  Customer response

  08/05/2024

   
  Complaint: 22085732
  
  I am rejecting this response because it is seemingly automated. I would have assumed the BBB had already provided the necessary documentation for Kiwi to move forward. 

  Sincerely,
  
  *************************

  Customer response

  08/07/2024

  Heres the booking number: *********

  Business response

  08/14/2024

  Dear *********,
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  We apologize for the inconvenience caused to you. You create a reservation and later request to cancel it. Please note, that you have raised a chargeback due to which a refund cannot be sent now. It takes approximately 3 months to get a result of the chargeback. Once we have the result refund can be sent. However, till then we will have to wait and if needed you can also contact your bank for the same.
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely,
  Complaints Team

  Customer response

  08/16/2024

   
  Complaint: 22085732

  
  Thank you for your response. However, I must express my concern as this chargeback issue was never previously communicated to me. Without prior notification or details about this chargeback, its difficult to accept the explanation provided. Given the lack of transparency, I am apprehensive about whether my refund request will be honored as promised. I would appreciate a clear and detailed update on the status of my refund, as well as confirmation that all necessary actions on your part will be completed promptly.

  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩