Kiwi.com Refused Refund After Confirming Flight Cancellation

We purchased a round-trip flight ticket to Rome through Kiwi.com. Our return itinerary was scheduled for September 12, 2026, at 9:55 PM from Rome to Skopje, followed by a connecting flight from Skopje to Antalya on September 13, 2026, at 2:30 AM. Without our approval, Kiwi changed the Rome-to-Skopje flight to September 13, 2026, at 6:00 PM. Since this date change did not work for us, we requested that our return tickets be canceled.

In our correspondence with customer service, we were informed by email that the cancellation had been completed. However, on the day of the flight, we were told that the tickets had not actually been canceled and that we had received incorrect information due to a technical issue. Despite this, Kiwi refused to issue a refund. During this process, we lost a significant amount of time, and because our return flights were canceled, we had to purchase replacement tickets from another airline at a much higher price.

We paid approximately $1,700 in total for this reservation, and I am requesting a refund for the ticket fare we paid for the return flight that we were unable to take. I ask Kiwi to correct this situation, which directly contradicts the information and confirmations we received, and to conduct the necessary review to prevent other customers from experiencing similar problems.