Kiwi.com Charged Me Twice for One Cabin Bag on Wizz Air Flight
On November 29, 2025, I flew from Istanbul to London Gatwick with Wizz Air, but I made the reservation through Kiwi.com. During the booking, I paid an extra fee for cabin baggage, and Kiwi.com charged me approximately $75 for this baggage. However, despite the payment, my baggage allowance never showed as “confirmed” in the system.
Before the flight, I contacted Kiwi.com multiple times through both their chatbot and customer representatives and clearly explained the situation. Each time, I was told that the request was “in process,” but in reality, no action was taken. When I arrived at the airport, Wizz Air staff informed me that the cabin baggage was not added to my reservation and that I would need to pay again at the airport in order to be allowed on the flight. As a result, I was forced to pay an additional $152 at the airport for the same cabin bag.
In total, I ended up paying $152 + $75 for a single cabin bag, and the total amount I paid exceeded the cost of my round-trip flight ticket. My flight reference code is QWKBJQ. After the flight, I spent days explaining the situation again and again to Kiwi.com’s in-app chatbot and customer representatives. The chatbot kept giving misleading, automated responses, and no real solution was offered. They didn’t even ask me for the receipt for the airport payment; even when I stated that I had the receipt, they refused to review the case, using excuses such as their “system being confidential.”
At the end of this entire process, Kiwi.com refunded me only $43. As a result, I was left with a loss of approximately $152. Due to hidden fees, services that were never provided, and the lack of real customer support, I request that this grievance be resolved and that the unfair double charge for a single cabin bag be refunded to me in a reasonable and fair manner.
