Kiss&Fly Canceled My Ticket but Never Returned My Money

I am writing to report a serious refund issue regarding a flight ticket purchased through Kiss&Fly.

On September 19, 2025, I purchased an airline ticket through the Kiss&Fly platform using my credit card and paid a total of ₺12,016. The booking was initially confirmed, and I reasonably believed that my ticket had been successfully issued.

However, approximately five minutes after the confirmation, I received a notification stating that my ticket had been canceled and that a refund had been processed back to my bank account. Although the cancellation message clearly indicated that the payment would be returned, the refund has still not reached my account.

Six days have passed since the cancellation, yet I have not received any reimbursement.

To clarify the situation, I contacted my bank. After reviewing the transaction, the bank informed me that the payment is still showing as a pending authorization and that the cancellation or reversal process has not yet been completed. I was advised to contact the merchant directly because the transaction had not been finalized from their side.

Following this advice, I sent emails to Kiss&Fly requesting information about the refund status. Unfortunately, I have received no response whatsoever. I have also attempted to reach the company through its listed telephone numbers, but I have been unable to contact anyone.

I possess written email confirmation showing that the ticket was canceled and that a refund was supposedly issued. Despite this, neither the refund nor any meaningful communication has been provided.

This is the first time I have experienced such a problem with an airline ticket purchase. Having my booking canceled almost immediately and then being unable to recover my payment has caused unnecessary stress and inconvenience.

I respectfully request that Kiss&Fly urgently investigate this matter, complete the refund process without further delay, and ensure that the full amount of ₺12,016 is returned to the credit card used for the purchase.

I also request written confirmation regarding the status of the refund, the reason for the delay, and the expected date on which the funds will be credited back to my account.

I expect a prompt resolution and the immediate return of my money.