Kiwi.com Denied Full Refund After Missed Connecting Flights

On September 9, 2025, I booked a multi-leg flight through Kiwi.com with Lion Air from Denpasar to Jakarta, then connecting to Mumbai and Istanbul. Unfortunately, I experienced a serious issue with this trip.

My first flight, which was scheduled for 1:10 PM, was delayed just 3–4 hours before departure and moved to 2:00 PM. My layover time in Jakarta was only 55 minutes, which was clearly not enough for passport control and the new check-in process. Yet, this trip was booked under Kiwi.com’s so-called “transfer protection.”

Because of this delay, I missed both my Jakarta–Mumbai and Mumbai–Istanbul flights entirely. I was not allowed to board and had no choice but to buy a completely new ticket. I purchased a replacement flight with Thai Airways for 18,000 TL, which came out of my own pocket.

When I reported this issue to Kiwi.com, they only offered me a ridiculously low refund of 540 TL, which doesn’t even come close to covering my loss. On top of that, I couldn’t reach any real customer service representative — there was no one to help me resolve the problem.

I did not use any of the flights I originally booked and suffered a major financial loss. I demand that Kiwi.com compensate me fairly by refunding the full cost of the unused ticket. I expect this matter to be urgently reviewed and my grievance properly addressed.