Kiwi.com complaint: Vouchers keeping on hold

In February 2022, I was supposed to fly back to my country and have used the online Kiwi agency for my flight tickets. However, the Indigo company didn’t allow me to check-in at the Kochi airport (India) for unknown reasons.
I didn’t get any help from Kiwi and more that, I have been more than disrespected by the Help center support.

Total amount lost : 59 061,33 INR (or 639,77€) for the whole flights ticket and I’m not counting the hotel fees needed until my next flight and the new flight ticket fees.

After fighting for my rights, Indigo finally accepted to refund my Indigo flight tickets (24 358 INR / 263,85€) through by vouchers which has been sent to the registered adress generated by Kiwi.

A few weeks ago, I’ve received the refund of the airports taxes requested last year to Kiwi (around 3230 INR or 35€) but still nothing from Indigo.



After one year, I’ve been told that Indigo had already sent the vouchers last year but Kiwi never notified me neither sent me any of those vouchers and nothing on my Kiwi account either.



A few weeks ago, Indigo accepted to extend the validity of those vouchers and sent it 3x to the registered mail adress because I wasn’t receiving them. So I’ve called their company and that’s when they’ve told me that the registered mail adress was a generated adress from Kiwi and let me know that Kiwi was the only one who can solve the issue now.

So since then, I’m trying to get my vouchers back, I’m being put on hold and have been told twice that the case has been sent to another department and that someone would comeback to me.

However, after getting a little confused when I saw on the topic of this conversation with Kiwi that the case was solved, I’ve kindly expressed my confusion and asked about the delay and where I should expect someone to comeback to me. But then, the message received was unbelievable, the agent told me that nobody was coming back to me.



It’s been a year now. Indigo has filled his part and respected their commitments. I’ve lost a considerable amount of money and cherry on the cake, Kiwi keeps holding those vouchers despite the fact that they don’t don’t belong to them.

I’m a regular customer of Kiwi because they are proposing many interesting flights. (5 travels in 4 years through by them, counting the Covid time). Since many issues met with them, I have to pay for many kinds of insurances desoite my passenger’s right to make sure that if anything happens, I’ll be covered. However, after this knowing about their chezting behavior, I’ll definitely stop using their services but the customer service care is shameful and this company should be reported for such cheating and disrespectful behavior.