On November 25, I purchased a ticket through Kiwi.com for a Kenya Airways flight from Johannesburg to Nairobi and completed my online check-in. When I went to the gate at the airport to board the flight, the staff refused to let me board and demanded a Uganda visa. Even though I clearly explained that I had a valid Kenya visa and that I was flying to Kenya, I was still not allowed to board the aircraft.
As a result of this situation, I canceled my flight. I was told by Kiwi.com that I would be contacted regarding the issue, but despite time passing, I have received no information and no refund. On the morning of the day I was denied boarding, I was forced to purchase a new ticket to travel to Nairobi on a different flight. I paid $853 for the new ticket and approximately $117 for airport-related expenses, resulting in a total loss of about $970.
I am requesting a full refund of the original ticket for the flight I was not allowed to board, as well as compensation for the additional expenses and fare difference caused by this incident. I ask to be informed as soon as possible about this matter and for my grievance to be resolved without further delay.
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