Kiwi.com Refuses Refund or Date Change After Ticket Issued for Wrong Dates
On December 7, 2025, we purchased airline tickets through the Kiwi app with China Southern Airlines for March 5–13, 2025, in the names of Yunus Emre K** and Tuba K**, for a total amount of $1,287. However, before these dates, we tried to purchase tickets three separate times for different dates, and each time our reservations were canceled by Kiwi. As a result of this confusion, the tickets were eventually issued for the wrong dates. As soon as we noticed this, we submitted a change request within approximately 30 minutes.
Kiwi’s AI-powered assistant and later the customer representative we spoke with gave us scripted, template-like responses, stating that our fare type was “Saver” and therefore neither a refund nor a date change was possible. Even though our previous three booking attempts were canceled by Kiwi itself, all responsibility for the incorrect dates was placed entirely on us, and no flexibility was offered, which we believe is unfair. Being told simply to “buy a new ticket” with no solution provided is unacceptable.
What we expect from Kiwi is either a full refund of the $1,287 with no deductions or a date change to the correct travel dates, again with no deductions. We ask that our situation be genuinely taken into account and that a concrete solution be offered instead of standard, automated responses.
