Ayisha W.

Thirty-five minutes after I booked a flight using Kiwi.com, and checking that they had a 24-hour cancellation/refund policy my son found another airline that suited us better. So I chose to cancel the flight made through kiwi.com When going to cancel the ticket, it said "assess the refund from the airline or accept refund given." Although it wouldn't have mattered which option I chose since I was under the assumption that I would be receiving 100% of my money back since I was cancelling well within the allotted twenty-four hours, I pressed assess the refund. I then received an email asking as to why I wanted to cancel my ticket and emailed back that I went with a different carrier. Couple days later I received another email stating that I would receive $102. I called customer service who told me that they could only give me $102. (Keep in mind this was 5 days later after the purchase of the ticket that I cancelled 35 minutes after purchase and 2 weeks before my flight). I am now out of $1433 because Kiwi.com decided to go ahead and change my currency into Icelandic krona and buy the ticket through that country. When I called WOW Air, they said that since Kiwi.com CHOSE to go through Iceland they could not honor their 100% refund policy and could only refund me the tax that was paid. They then said to go ahead and ask Kiwi.com since I booked the flight with them to receive the refund through them. When I explained to Kiwi.com what happened, the manager stayed on the line with me for well over four hours and was no help at all. Consistently yelling and arguing me about how I had accepted the terms of whatever the airline would refund me. However, NOWHERE was it stated that my USD currency would be changed into Icelandic currency and then proceed to buy the ticket. After several hours of her giving me the run around about checking to see about the refund, telling me that she had no control over it she proceeded to hang up the phone call, and never to call back with an update like she said she would. I am completely baffled that a company would act this way, even when I have gone out of my way to stay on the line with them for at least five hours. The most annoying part, after being out 1433 dollars, is that when you ask them any questions on the customer service line there is never a policy number or rule stated when asked for it. Their reasoning for everything is "no we won't do that", when you try to explain why you're frustrated and work out an agreement to do what would be best for everyone. They just repeat the same phrase they've told you over and over again. They've told me it so many times that I now know all of the companies supposed "policies". This company is absolutely disrespectful and a big scam.

This is the most dubious website I have ever transacted with. I am out of over $1400. They have a refund policy then they said that they cant refund because they already gave the money to the airlines which they didn't disclose to me. They then asked me to call the specific airlines who basically told me to get in touch with kiwi. So I got the round around.