I purchased flights through Kiwi.com for a multi-city trip from Kuala Lumpur to Tokyo, then Tokyo to Taiwan, and from Taiwan back to Kuala Lumpur, for a total of 2,321 ringgit.
On February 26, Kiwi.com informed me that they could not honor the flights, cancelled my booking, and stated that they had processed a refund. However, more than two weeks have passed, and no refund has been credited to my account.
Since the cancellation, I have contacted Kiwi.com customer service more than 50 times through their support channels. Each time, I receive only generic, AI-generated replies and emails claiming that the refund has already been processed. However, they do not provide any concrete proof of where the money was sent or which account or card received the refund.
The only document I have received is a vague refund receipt without any usable transaction details.
I also contacted my bank, and they confirmed that no such refund has been received and that the merchant is still holding the payment.
According to Kiwi.com’s own rules and refund policy, because they cancelled the booking themselves, the refund should have been returned promptly, but this has not happened.
I request that Kiwi.com immediately return the full amount of 2,321 ringgit to my original payment method and provide clear written confirmation of the transaction, including the date, amount, and destination account.
I also expect a proper explanation for the delay and for the misleading and repetitive responses I have been receiving so far.
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