Kiwi.com Customer Service Delayed Refund for Two Months Despite Valid Claim
On August 4, 2025, I purchased a Bali–Kuala Lumpur – Kuala Lumpur–Bali roundtrip ticket through Kiwi.com for 5,800 TL using my credit card. The reservation code is 664 295 940.
Due to medical reasons, I requested the cancellation of my flight. I provided all required documents in full, including a medical report and a “not fit to fly” certificate. However, throughout the process I was repeatedly asked for new documents and additional information, which made things unnecessarily complicated.
At first, I spoke with a customer representative named N* X** via live chat and email, who said the process had been initiated on September 19. Later, I also communicated with A*** and S****. Despite following up several times, my case has remained unresolved for nearly two months.
Most recently, I was told I would receive an update “within 4 hours,” yet it has now been five days without any response. Kiwi also refused to let me contact the airline directly for a refund, stating that they would handle the process themselves. However, they did not properly follow up on my request, nor did they provide clear guidance.
I did not receive the support or transparency I expected from Kiwi.com’s customer service, and I feel seriously mistreated. I demand that my refund be processed immediately and that I be kept informed of the process in a transparent way.
