My complaint:
I am writing to express my deep disappointment and frustration regarding the handling of my recent flight booking made through KIWI.COM platform. On September 19th, We had booked a flight from Tehran to Melbourne through Kiwi.com, with a layover in Bangkok. Unfortunately, the flight was canceled due to not having the transit visa for our connection in Bangkok. This incident has resulted in significant financial and emotional distress for us and our travel companion.
The basis for our reliance on the transit visa exemption was twofold. Firstly, we had sought guidance from both Salam Airline and the Thailand Embassy, both of whom ed that a transit visa would not be necessary for our layover in Bangkok since it was under 12 hours. With this assurance, we proceeded with our travel plans, believing that all necessary arrangements had been made.
However, upon our arrival at the IKA airport, we were informed by Salam Airline representatives that they could not issue us boarding passes for the flight. Consequently, we were unable to board our flight from Tehran to Melbourne. This unforeseen and sudden change in plans was not only financially burdensome but also emotionally distressing.
In light of these circumstances, we ly contacted Kiwi.com to request a refund for our unused flight tickets. Regrettably, our requests have been repeatedly refused, and we have not received any satisfactory resolution to date. This response from Kiwi.com is deeply disheartening and disappointing.
I firmly believe that Kiwi.com bears a significant responsibility for the mishandling of this situation, as it was their platform through which we booked our flights. As a customer, I expected a certain level of accountability and assistance in navigating unforeseen complications. Instead, I have been met with a lack of responsiveness and understanding.
Suggested solution:
by refunding the flight tickets that we couldn't use that
