Kiwi.com Refund Request For Booking 712686084

On 15 and 16 December 2025, Kiwi.com charged my OCBC NISP bank account twice for the same WestJet flight WS2153 from Puerto Vallarta to Vancouver on 2 January 2026. The purchase was made on your website, Kiwi.com. One payment was for IDR 8,398,902 with bank reference 3987, and the second payment was for IDR 7,838,363 with bank reference 8870. I boarded that aircraft once and used only one ticket, so only one service was delivered while two separate payments were collected. The relevant Kiwi.com booking reference is 712686084. The duplicate booking and charge occurred because, after I entered my card details for the first booking, your website returned a white screen with no confirmation and no booking reference shown. Any reasonable customer would conclude that such a transaction had failed and would attempt the booking again, which is exactly what I did. This technical failure on your side caused the double charge, so the responsibility for the duplicate payment lies with you, not with me. I first raised this issue with you by email on 1 January 2026, and I also reported it at WestJet’s counter at Vancouver airport, where the duplicate booking was documented. Despite this, I have received no response from Kiwi.com. Your continued silence has now escalated this matter beyond a simple customer service issue. Kiwi.com s.r.o. is incorporated and headquartered in the Czech Republic, which means EU consumer protection law applies to my transaction. Under EU Directive 2011/83/EU, consumers are entitled to a full refund for any payment where the corresponding service was not delivered. The second charge of IDR 7,838,363 with bank reference 8870 corresponds to a ticket I never used, a seat I never occupied, and a service you never provided. Retaining this payment constitutes unjust enrichment and places you in direct breach of the Czech Consumer Protection Act. In light of the above, I request a full refund of the second charge of IDR 7,838,363, associated with bank reference 8870, to be returned to my original payment method without further delay.