My complaint:
Myself and my family who are Ukrainians have purchased the tickets to Dublin,Ireland travelling from Warsaw, Poland. We have fled the war with thousands of Ukraininans. We could not find the place to stay in Poland for a longer term and have bought the tickets to Ireland as it is currently accepts Ukrainian refugees. The only nearest tickets which we could find were the tickets on Kiwi.com, all of them were with the transfer via London, Stanstead.The site allowed us to purchase and pay for the tickets and we have entered our passport details. However, were were not allowed onto the flight in Warsaw. We were told that we do not have UK transit visa and can not travel. Given the current circumstances we did not have a time to get such visa as it requires the biometrics taken. we were not aware of such requirements otherwise we would not buy the tickets.
Suggested solution:
I have called Kiwi,com to discuss but the customer service person i have spoken to did not even bother to offer any help or support. all she kept saying is that we have lost our money and there is nothing she can do. she has even pretended she has spoken to her manager but in fact she did not as it was obvious. she simply put me on hold pretending she speaks to someone and then told me the same answer, when i asked to speak to manager she could not put me through to the person she pretended she spoke to. That was so obvious she was lying. I would like a full compensation from Kiwi.com. I was missold the tickets and I have clearly demonstrated that i have Ukraninan passport. I did not receive any warning in advance before the purchase that i would be required a transit visa. On the other hand why Kiwi.com is selling this type of tickets to Ukrainans without restrictions? It is just cashing on on someone's misery. There were more passengers like me who were turned off from the flight. This is very disturbing.
