Kiwi.com Has Not Refunded My Flight Canceled Within 24 Hours

On May 14, I purchased an airline ticket to Johannesburg through the third-party travel provider Kiwi.com for approximately $1,313. Due to personal circumstances, I was forced to cancel the trip and completed the cancellation on May 15, within 24 hours of the original purchase. Because the cancellation was made within this period, I understand that I should be eligible for a full refund of the amount paid.

More than three weeks have passed since the cancellation, yet I have received no meaningful response regarding my request and no refund has been issued. Despite the significant amount involved, I have been left without any clear information about the status of my case.

The communication options provided by Kiwi.com have also been extremely inadequate. The phone number listed for customers in Turkey appears to be inactive or unusable, making it impossible to reach the company by telephone. As a result, I have been forced to rely entirely on their chatbot support system.

I have contacted the chatbot numerous times, but it frequently switches languages, fails to understand the issue, and provides no useful answers or concrete solutions. The inability to reach a live customer service representative, combined with the lack of progress on a refund of this size, has caused significant frustration and financial inconvenience.

I request that Kiwi.com immediately process the full refund of approximately $1,313 in accordance with my cancellation made within 24 hours of purchase. I also request a clear written explanation regarding the delay and a meaningful response addressing the communication problems that have prevented me from obtaining assistance throughout this process.