Kiwi.com Has Not Refunded My Canceled Flight More Than a Month Later
I purchased a connecting flight within Turkey through Kiwi.com for travel on May 11, using Wizz Air and SunExpress. During the booking process, there was no clear warning that the country where I would be making my connection required a visa. I only discovered this requirement later, which made it impossible for me to complete the trip as planned. As a result, I canceled the booking on the same day, May 11, well within 24 hours of the purchase.
The total amount I paid for the ticket was approximately $271. After canceling the reservation, I was informed that the refund would be processed within 14 days. However, as of today, nearly one month has passed and no refund has been credited to my account. I have not received any partial payment, travel credit, voucher, or alternative compensation.
Whenever I contact Kiwi.com customer service, I receive the same automated response. The message states that, shortly after my request on May 11, refund requests were submitted to the airlines, but that the airlines have not yet completed the refund process or confirmed whether the tickets are non-refundable. Kiwi.com also repeatedly states that my case is being prioritized, that they are monitoring the situation, and that my payment will be returned within 24 hours once the airlines provide a final decision. Despite these assurances, I have received no meaningful update and no actual refund.
I have been significantly inconvenienced by both the lack of clear visa information during the booking process and the ongoing delay in receiving my refund. Being told that the refund would take 14 days and then waiting over a month without resolution is unacceptable. Additionally, the inability to communicate with a real representative and receive a case-specific explanation has only increased my frustration.
I request that Kiwi.com immediately process the refund of approximately $271 and provide a clear written explanation regarding any deductions, fees, or outstanding issues affecting my case. I also expect transparent com
