Kiwi.com Refuses Refund After Wrong Check-In Guidance

For my Hamburg–Izmir flight dated December 17, 2025, booked through Kiwi.com under reservation number 696 370 895, I attempted to complete online check-in one day before the flight, but was unable to do so through the system. I then contacted Kiwi.com customer service, and I was clearly told that the flight might be a charter flight, that I would need to check in at the airport, and that no additional fee would be charged for this process.

On the day of the flight, when I went to the airport check-in counter, I was asked to pay 5 Euro during the check-in process. In order not to miss my flight, I was forced to pay this amount in cash. Afterward, I contacted Kiwi.com again and requested a refund of the 5 Euro fee, explaining that it was incurred due to incorrect information provided by their customer service. However, I was told that this was not their responsibility and that no refund could be issued.

I acted in reliance on the explicit statement from your customer service that I would not be required to pay any fee, yet I was faced with an unexpected charge at the airport. Because I was misled, I request that the 5 Euro I paid be refunded, and that your internal processes be reviewed to ensure that such misinformation does not occur again.