Kiwi.com Promised Full Refund for Canceled Flight but Refunded Only ₺3.701 of ₺25.873

I purchased a two-leg flight ticket through Kiwi.com, covering Istanbul–New York and New York–Norfolk, for a total of ₺25.873. I made the purchase in Turkish Lira through their Turkish-language website. After a schedule change by Spirit Airlines for the second leg of the journey, Kiwi.com confirmed in writing that I was eligible for a full refund.

However, the outcome was far from what was promised. I received only ₺2.417,99 initially, with no explanation regarding which portion of the trip this amount covered. Later, the app indicated that I would receive an additional ₺1.283,03, bringing the total refund to approximately ₺3.701—a mere fraction of the ₺25.873 I paid.

This directly contradicts the full refund commitment Kiwi.com made earlier. To make matters worse, a friend of mine who booked the same flight directly through Spirit Airlines received a full refund due to the same schedule change. This completely invalidates Kiwi.com’s claim that the refund amount is limited by airline policy.

Kiwi.com has handled this process in a misleading and opaque manner, failing to honor the written guarantee of a full refund. I’ve now filed an official complaint with the Turkish Consumer Arbitration Board, including all screenshots, receipts, and refund records.

Kiwi.com, you are obligated to fulfill the full refund you promised, and your failure to do so is both unethical and unacceptable. I demand immediate action and the return of the remaining balance.