Kiwi.com Failed to Notify Me About a Canceled Air Serbia Flight

I purchased round-trip flight tickets for two people through Kiwi.com for the Izmir–Belgrade route, with the outbound flight JU433 scheduled for April 25, 2026, and the return flight JU432 scheduled for April 29, 2026. I paid a total of approximately $282 for the tickets.

On April 23, I received an informational email about online check-in. Despite this, I received no notification by email or through the app that the flight had been canceled. When I arrived at the airport on April 25 and could not find flight JU433 on the departure screens, I discovered that it had been canceled. Failing to notify passengers about such critical information is completely unacceptable.

Because of the cancellation, we had to purchase new flight tickets for September 26, and our Airbnb accommodation for that night was non-refundable because we found out about the situation at the last minute. In addition, on April 26, we had to spend approximately $544 on new tickets for two people. Since our trip was delayed by one day, we also had to pay for an additional night at an Airbnb. If the flight cancellation had been communicated in advance, we could have rearranged our flights and accommodation and avoided such substantial financial losses.

We could not find an Air Serbia representative or anyone responsible at the airport who could help us. Reaching Kiwi.com by phone was also impossible. The company claims that customers can contact it at any time, but that promise meant nothing in our situation.

I requested a refund from Kiwi.com on the same day, but my claim is still marked as “pending,” and I have not received my money. More than five months have passed, and I no longer intend to pursue a refund directly through Kiwi.com. Instead, I will take the matter to the Consumer Arbitration Committee and seek reimbursement for my losses as well as a refund. My aim in sharing this complaint is simply to inform others about the website's service quality and lack of effective after-sales support.

From now on, I would not buy tickets through Kiwi.com even if they were half price or completely free. The time you wasted and the inconvenience you caused are worth far more than the ticket price.

Kiwi.com is what happens to your trip while you think you're about to travel! :) :) :)