Kiwi.com Check-in Amount Refund Complaint

For my Hamburg–Izmir flight dated 17 December 2025, I attempted to complete online check-in for my Kiwi.com booking number 696 370 895 one day before the flight, but the system did not allow me to do so. I then contacted Kiwi.com customer service and was clearly informed that the flight might be a charter flight, that I should complete check-in at the airport, and that I would not be charged any additional fee for this process. On the day of the flight, when I went to the airport and applied to the check-in desk, I was asked to pay 5 Euro during the check-in process, and I had to pay this amount in cash in order not to miss the flight. Afterwards, I contacted Kiwi.com again and requested a refund of the 5 euros, which arose due to the incorrect information I was given. However, on 17.12.2025, I was told that they could not refund this amount, stating that there was “no reason for a refund. I acted based on the clear information given by your customer service that “you will not pay any fee,” and was confronted with an unexpected payment at the airport. I was misdirected and incurred an extra cost because of this. I request that the 5 Euro I paid at the airport be refunded to me and that your internal processes and information given by your customer service be reviewed so that such misinformation does not occur again.