My complaint:
We booked a multi-city trip to East Malaysia through Air Asia’s website, and the website directed us to Kiwi.com. Without further research, we assumed it was an Air Asia flight. The booking was completed at Kiwi.com on October 6, 2023. The first flight booking was made with MYAirline. A few weeks later, we received a message that MYAirline was closed and all flights were no longer offered. We didn’t receive an update or notification of the flight cancellations until we made a request to customer service.
The option provided by Kiwi.com
1. Additional cost for the flight change, the option for the alternative flight must be paid with an additional charge of RM 529.37 (2 persons). The original cost of the flight was RM 290.97 (2 persons). The additional cost is more than 80% of our original price for 2 persons.
2. Refund, the uncertainty of the refund amount and the prolonged waiting period for receiving it have been highly frustrating. Waiting for three months without a clear refund amount or it could be zero amount
As a result, the solution provided from Kiwi.com is unfair and unconvincing. If customer would like to choose for the refund, it should be 100% from the original cost, the cancellation is cause from the airline, if any cancellation cause from the customer, the airline is forfeited 100% from the customer, Likewise, the airlines must apply the same criteria to 100% refund to customer. However, Kiwi.com insisted that the cancellation was initiated by the airline, and that’s beyond their control, so they won’t be held liable for that.
The attitude of the customer service representatives was extremely disappointing. Their lack of empathy and unhelpful responses added to the overall negative experience with Kiwi.com
Suggested solution:
Review their own company policy to fairness and ethics
