Kiwi.com Failed to Warn About Transit Visa, Passengers Denied Boarding
On December 18, 2025, we purchased an airline ticket through Kiwi.com to travel from Izmir to Thailand, with a connecting flight operated by an Indian airline. Before purchasing the ticket, we researched online and also checked via Google, which indicated that no visa would be required for transit flights, so we felt comfortable completing the purchase. However, during check-in at the airport, we were denied boarding on the grounds that we did not have an Indian visa, and as a result, we were unable to travel at all.
At no stage were we given a clear or explicit warning about a visa requirement. Despite this, we were turned away at the airport with the statement, “You cannot board because you do not have an Indian visa.” During the same journey, we were also not allowed to board the connecting flight via Azerbaijan. Because of this situation, the entire ticket cost of approximately $1,610 was completely lost, and no refund or alternative solution was offered.
We had also made a prepayment of approximately $4 for our hotel in Thailand, which was forfeited due to the cancellation, and we were unable to recover this amount. We suffered serious financial and emotional distress, and the vacation we had planned had to be canceled at the airport, forcing us to return home. This experience was extremely exhausting for both my spouse and me, and being sent back in front of my family was emotionally and psychologically upsetting.
Due to Kiwi.com and the airline’s failure to provide clear and accurate information about visa requirements at the time of ticket purchase, I request that our losses be compensated, including a refund of the flight ticket cost and the other forfeited payments. If we do not receive a reasonable and positive response within a suitable timeframe, I would like to state that I will pursue all available legal remedies. If needed, I can be reached at +90 543 631 **. I expect this serious issue to be resolved as soon as possible.
