Kiwi.com Refused Refund for Extra ₺3,250 Baggage Fee on Flynas Flight
On August 20, I booked a multi-leg ticket through Kiwi.com for the route Brussels–Istanbul–Kayseri–Istanbul–Riyadh and also purchased a 15 kg baggage allowance. My first three flights went smoothly. However, on the final leg from Istanbul Airport to Riyadh with Flynas, the baggage allowance did not appear in their system. As a result, I was forced to pay an additional ₺3,250 (250 SAR) at the airport using my credit card, and I was issued a receipt for this payment.
I immediately reported this issue to Kiwi.com customer service and submitted all supporting documents, including my ticket, Flynas system screenshots, and the baggage payment receipt. At first, they rejected my claim, saying I had not purchased the ticket from them—which is false. After I asked them to review the documents again, they changed their explanation, claiming that my 15 kg allowance had in fact been added. This was simply untrue, as my screenshots clearly show it was missing from the Flynas system, and I had to pay extra.
Despite providing all proof twice, my request was quickly rejected both times, and Kiwi.com stated that no refund would be issued.
