On October 20, 2025, I attempted to make reservation number 691264453 via Kiwi.com for İzmir → Venice. An amount of $437 was instantly charged from my credit card under the description “iyzico/Kiwi.com ist.”
However, before the booking was approved by the company and before any ticket was issued, we were forced to request cancellation due to a change in our plans.
In other words, although no confirmed service (ticket) existed, my cancellation request was denied by Kiwi.com, and instead of refunding our money, they allocated approximately $393 as a “Kiwi.com Credit” valid until 2027 with our consent. They confiscated the remaining ~10% of the payment unjustly.
Customer service (Nathan X) told me that this is “their policy,” and that for cancellations before approval they do not provide a cash refund and that the transaction cannot be reversed.
I wanted to purchase a flight service, not store credit. It is unacceptable that my entire payment has been seized and that I am forced into credit for a ticket that was neither issued nor approved. This situation is completely contrary to the Consumer Protection Law and distance-sales contracts.
I demand full reimbursement of the $437 from my credit card via iyzico and Kiwi.com, with no deductions, for the charge that was made against my card.
I have also filed a complaint with the Consumer Arbitration Board. I expect prompt resolution of my grievance.
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