Kiwi.com complaint: Unpaid refund woeful customer service

I chased Kiwi.com to find out when I would receive a refund for my flights from June 2020, which were cancelled because of COVID-19.

I reached out in April, then in August – both in my Kiwi.com inbox online. None of my questions were answered during those times. In the account it still says that the ‘assisted refund’ is still ‘waiting for the carrier’.

I tried reaching out again in December, again with no response – that was until I took to Twitter publicly to complain. A member of Kiwi.com staff then replied on Twitter very ly in public, and then in my inbox on my Kiwi.com account to let me know I had apparently been sent a voucher via email.

I had received no email from them, and when I told them, they said it was sent in March 2021. I obviously hadn’t received anything and when asked for the voucher, they told me it had expired in June. Bearing in mind, I had asked them in April what was going on with my refund!

Since that, they have told me there is nothing they can do and haven’t even