My complaint:
My wife and I had reserved a round trip from Vancouver to Toronto for September 15. Upon reaching Toronto airport, we were informed that our return flight from Toronto to Vancouver, scheduled for November 7 at 17:40 EST, had been rescheduled to November 7 at 9 AM EST since October 10. However, we did not receive any prior notification from Kiwi.com, and their portal still displays outdated information.
If we were to choose to stay overnight to await the next available flight from the same airline, we would end up incurring expenses for an extra night’s hotel accommodation, Uber transportation fees, and the loss of an additional day of work. We firmly believe that these expenses should not be our responsibility. As a result, we ly booked the most recent economical flights through Kiwi.com for our return journey to Vancouver.
We attempted to communicate with Kiwi regarding reimbursement for the replacement tickets, as it was entirely their responsibility. However, they declined our request. Consequently, we sought assistance from Consumer Protection.
Suggested solution:
1. Provide reimbursement for the replacement flight tickets, totaling $1,824.10 CAD.
2. Provide reimbursement for the food expenses incurred at the Toronto airport and inconvenience fee, totaling $150.
