Kiwi.com Ignored My Refund Request for Visa-Restricted Flights
On May 5, 2026, I purchased flights through Kiwi.com under reservation number 782277771 for a total of €320.22, including a direct Antalya–Tirana flight and return flights from Tirana–Stuttgart and Stuttgart–Antalya. During the booking process, I was not clearly and transparently informed that my return flights would require a Schengen visa. I only realized afterward that the return route required a Schengen visa, and as soon as I discovered this, I submitted a cancellation and refund request for the return flights on May 6, less than 24 hours after purchasing them on the night of May 5.
Despite this, I have received no concrete response from Kiwi.com regarding my cancellation and refund request since May 6. Reaching customer service is nearly impossible. I continuously receive only automated AI-generated responses and cannot connect to a real customer representative. This situation has caused both serious uncertainty and a major waste of time.
In addition, although my invoice clearly shows that I paid for both a 3 kg cabin bag and a 20 kg checked baggage allowance, when I attempted online check-in today for my PC 5549 Antalya–Tirana flight under booking code 2XM9YR, I discovered that the system only displayed my 3 kg cabin baggage allowance. The fact that my paid 20 kg checked baggage still does not appear in the system, despite my trip being so close, has left me at risk of having to pay additional baggage fees and has seriously jeopardized my travel plans.
To clarify the issue, I contacted Pegasus live support. Pegasus informed me that their system only showed the 3 kg cabin baggage allowance and that the 20 kg checked baggage had never been processed. They also explained that even if I provided my invoice, only Kiwi.com, acting as the booking agency, could resolve the issue. After contacting Kiwi.com once again, I still received nothing but automated AI responses, and no action was taken regarding either my baggage issue or my refund request.
There are now only 6 days left before my flight, and this uncertainty is negatively affecting both my travel plans and my financial situation. I cannot accept that my cancellation and refund request for flights requiring a Schengen visa — submitted with a completely valid reason and within less than 24 hours — has been ignored since May 6. I also cannot accept that the 20 kg baggage allowance I paid for still has not been added to the Pegasus system.
For these reasons, I demand that the refund process for my canceled return flights be started immediately, that the 20 kg checked baggage allowance listed on my invoice and already paid for be urgently added to the Pegasus system, and that I be contacted as soon as possible by a real customer representative either in writing or by phone. Otherwise, I will publicly share this experience across all platforms and initiate all necessary legal actions, including complaints through consumer protection authorities. Kiwi.com’s practice of delaying customers with only AI-generated responses while putting such an important trip at risk is completely unacceptable to me.
