Kiwi.com Refund Policy Fails Customers During Emergency Flight Changes
On April 17, we purchased tickets for two people through Kiwi.com for our İzmir–Osaka flights, paying a total of $1,719. Our reservation included flight PC2183 and connecting flights Riyadh–Hong Kong and Hong Kong–Osaka. The purchase process went smoothly; however, due to the ongoing global conflict and extraordinary circumstances, the airline canceled the Hong Kong flights.
Although this cancellation was completely beyond our control, Kiwi.com only requested a refund for the canceled flight segment and limited their support to that. Because our connecting flights were disrupted, we now need to purchase new tickets with different airlines to reach Osaka on the same dates, and these new tickets are significantly more expensive than what we originally paid. Despite this, Kiwi.com is not managing the cancellation process in a way that supports us, leaving us to bear all additional costs and inconvenience without offering a complete solution for our itinerary.
We contacted Kiwi.com customer service, and our correspondence is still on record. However, aside from requesting a partial refund for the canceled flight, no concrete support has been provided. They have not offered to cancel the entire ticket or help us reach Osaka on time with an alternative flight. This clearly shows that, despite a cancellation caused by extraordinary circumstances and war, customer satisfaction and our hardship are not being taken into consideration.
We need to be in Osaka on April 18, 2026. Therefore, we expect Kiwi.com to both cover the additional costs incurred during this process and arrange a new flight plan that ensures two passengers can reach Osaka on time. I request that our situation be resolved fairly and in favor of the customer.
I received no response from Kiwi.com, only a partial refund was issued for the canceled flight, my additional expenses were not covered, and no new flight itinerary was created.
