Kiwi.com Charged My Card but Did Not Issue a Flight Ticket

I attempted to purchase a ticket through Kiwi.com for a Vueling Airlines flight scheduled for January 19–22, 2026. During the payment step, I was asked to enter my credit card details, which I did, and on January 1, 2026, $228 was charged to my card. However, despite the payment being taken, no ticket was issued and no flight record was created in my name.

I have a bank transaction receipt for this charge. However, since no ticket was issued, I do not have a reservation number, and because of this, I cannot find any channel through which to contact Kiwi.com. As a result, there is neither a valid ticket nor accessible customer support, leaving me completely stuck.

After experiencing this issue, I contacted Yapı Kredi Bank, but they informed me that they cannot take action and that the issue lies with the merchant. At this point, my money has been charged, and my flight plans are at risk.

My request to Kiwi.com is as follows: either immediately create the reservation and issue my flight ticket in exchange for the payment I made, or, if this is not possible, refund the $228 payment to my card without delay. In addition, I request an explanation for the lack of communication during this process and that necessary measures be taken to prevent similar issues from happening again.