My complaint:
I mistakenly pressed purchase button without checking right airport and time. Then Kiwi website was still processing. So I pressed cancellation button but Kiwi website kept giving me error messages. It said something like 1440. error. Anyway, I tried canceling from Microsoftsafarichrome but same error messages. So I called human support from Kiwi and they lady told me to cancel online. I told her what happened and ticket is still showing as processing and asked her to please cancel. I told her that it was mistake and needs to be cancelled ly. Kiwi support said she will manually cancel and she told me to hang up the phone and wait. I waited around about 30 minutes thinking she will give me ation that it will be cancelled. But, Kiwi never called me back. She sent me a message online without mentioning our conversation. It says that tickets are successfully booked. This time there was another cancellation button there so I cancelled it thinking everything is fine because KIWI already knew (after me talking to them over the phone that I BEEN TRYING TO CANCEL prior to booking). I even got a. text message from Jeju air…I cancelled from text message as well and it said it will send FULL REFUND to previous credit card(Kiwi’s). Asiana – I called but the they kept saying that Kiwi has to deal with this. I went to Kiwi site but all it said was everything was cancelled. I felt weird so I asked them again about $1495. Since it was meant to be cancelled prior to booking and I already made it clear and KIWI promised to help when I called PRIOR to booking happened, I won’t be charged $1495. They said no. We don’t have any tickets and they will take our $1495 to their company. I told them it’s not my fault that I couldn’t cancel with KIWI’s faulty website cancellation button. If they made it work, this would have never happened. Secondly, if their KIWI human support actually cancelled (bc I called way before booking happened), this would never happened.
I tried talking to them over phone, twitter — they are refusing to refund. I asked them how come they are getting FULL refund 1000 dollars from Jeju air and our ticket is gone, They asked me to get refund proof from JEJU AIR in English which I had to contact airline multiple times. I gave it to them but they just want to take the money. Asiana airlines says I can’t cancel my tickets even if it has my name on it. Only airlines can do something about it. Kiwi ‘s website that everything is cancelled and I have no option. Basically, Kiwi is refusing to cancel my second flight nor start applying for refund. Nor refund my money for their own faults.
The defrauded me with non working KIWI website. Defrauded me with information that if I cancel before ticketing happen, I won’t be charged. Defrauded me saying that my second flight was cancelled but actually didn’t get cancelled and wouldn’t cancel it to start refund process either.
Suggested solution:
give me back my money $1495
