Kiwi.com Refused to Help After My SunExpress Flight Was Changed

Through Kiwi.com, I purchased a SunExpress flight ticket for the Ankara–Düsseldorf route on June 11 for approximately $356. However, the airline company canceled this flight and postponed my trip to the following day. After learning about the change, I contacted Kiwi.com by email to explain the situation.

In the response I received from Kiwi.com, I was told that they could not cancel the flight and that if the newly assigned date was not suitable for me, I would need to pay again and purchase a completely new ticket for another date. I have been seriously inconvenienced because of a schedule change that was entirely outside my control, despite already paying for my original ticket, and no reasonable alternative solution was offered to me.

In addition, I have been unable to reach Kiwi.com through their phone numbers, and the emails I send are not being answered properly either. Not being able to access customer service at all and seeing the process handled in such an indifferent and irresponsible way is completely unacceptable.

I request that the inconvenience I experienced be taken seriously so that other customers do not suffer from similar situations in the future. I also expect Kiwi.com to implement a fairer, more transparent, and more accessible support process in cases involving flight cancellations or schedule changes.