My complaint:
I had locked an itinerary with my account with the price lock offering by KIWI.
Before I locked it, I read the terms about price lock, which were the following:
”How our price lock feature works
If the price:
-Increases, you’ll pay the lower locked price, and we’ll cover the rest.
-Increases more than €200, the maximum amount that we can cover, we’ll refund your down payment.
-Decreases, you’ll get to pay the new lower price.”
So then I proceeded with the locking the price of 195 euro which my ticket cost and I paid 19 euro which would be deducted from the price ticket. Right after, an email was sent to me as a ation as well as with the link from which I can use to complete the purchase when I want to within the 3 days.
I pressed the link just to check, and a pop-up window shows saying that my price dropped from 196 to 195 euro, so my new itinerary price is to 195.
After, in the evening I went to kiwi and checked my itinerary prices by searching as new, and then I saw that the price dropped to 175 euro, but my price lock on my book didn’t work, and it didn’t drop my booked itinerary in the new decreased price of 175 euro.
12 hours before my price lock expires I completed the purchase by paying the rest amount, and I contacted the support, and the support would constantly say that there weren’t any problem and that I paid the correct amount.
I was asking constantly what the line on your terms means ”Decreases, you’ll get to pay the new lower price.” and I wouldn’t get any answer on this specific question, and they would answer me the same answer over and over again avoiding answering me to my specific question.
I chose to lock my ticket because of this line on your terms ”Decreases, you’ll get to pay the new lower price.’
And they not only didn’t drop the price, but the support was unprofessional, avoiding answering me and explain to me what is going on.
I kept all the conversations, what can I do?
Suggested solution:
Because they made a mistake about my price lock and they should refund me and they refused to answer me about a specific line of their terms
