Business Profile

Travel Agency

Kiwi.com, Inc.

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Complaints

This profile includes complaints for Kiwi.com, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

733 total complaints in the last 3 years.
117 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/23/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 18, 2025, I booked a multi-leg international flight from *******, *********** to *****, ******* through Kiwi.com for $693. One flight was later canceled, making the entire itinerary unusable. I requested a refund on April 3. Kiwi.com said I would receive it in 714 days, but it still hasnt been issued. They now say they are contacting the airlines, but *** had no resolution.
Business Response
Date: 04/28/2025
Dear Mr. **************** hope this message finds you well.

Firstly, please accept our sincere apologies for the delay in processing your refund. Refund timelines heavily depend on the procedures and policies of the airlines involved, as well as on our booking partners. We appreciate your patience and understanding throughout this process.

As a gesture of goodwill, we have issued a **50 USD voucher** to your email address. This voucher is valid for the next two years and can be used for any future booking through Kiwi.com.

Regarding your booking, please allow me to summarize the current situation:

Due to a disruption on your ******************* flight (IAH - TPA)**, your itinerary was significantly affected. Following this, you were offered the option to proceed with an **assisted refund**, and it was clearly communicated that the refund amount would depend on the individual airlines policies. You were also advised that the refund request would cover **all flights** in your itinerary and to check each airlines specific refund policies accordingly.

Currently, the refund being processed is as follows:
- **100 USD** covering:
- A full refund for the ***************** (IAH - TPA) flight.
- A full refund for the Cebgo flight (BCD - CEB).
- A partial refund for the ZIPAIR flight (NRT - IAH), due to it being a voluntary cancellation.

We are still awaiting the **tax refund for the Cebu - ***** segment** with **Cebu Pacific**, as only taxes are refundable in cases of voluntary cancellations. This amount will be processed by our finance department after the scheduled flight departure.

Unfortunately, based on the refund policies of the airlines involved, this is the maximum refundable amount you can expect for this booking.

Should you have any further questions, feel free to reach out. Once again, we sincerely apologize for the inconvenience caused and thank you for your understanding.

Kind regards,

*******
Senior Customer Advocacy Specialist
**********************
Initial Complaint
Date:04/12/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a flight, paid for it yesterday at 11:00 am. It is 17:30 one day later and according to their policies I should get a refund since they failed to buy my tickets, after the payment was done. So far, they have not sent me my refund nor I have got any confirmation for my flight.
Business Response
Date: 04/25/2025
Dear Customer,

I hope this email finds you well.

I am writing regarding your booking attempt from April 11th and the subsequent issues you experienced. I have thoroughly investigated your case and would like to apologize for the multiple difficulties you encountered.

Here's what happened with your reservation:
- On April 11th, we received your booking request
- We were able to confirm the availability of your outbound flight (*********-***********), but unfortunately couldn't secure the return flight - it appeared as sold out
- In such cases, we typically continue trying to complete the booking for a few hours to secure the best option for you. Sometimes, the flight becomes available again after 2-4 hours, depending on how often the carrier updates its availability.
- However, several issues occurred during this process:
* We exceeded our standard 24-hour window for booking confirmation
* When you tried to cancel the booking in Manage My Booking as advised, the system wouldn't allow it
* You didn't receive proper assistance with initiating the refund when this happened
- It took us 52 hours to properly update your reservation status, which is an unusually long delay

I can confirm that a full refund was processed to your original payment method on April 13th. However, I acknowledge that our handling of this situation fell short of our service standards, particularly regarding:
- The delayed communication about your booking status
- The contradictory information you received about cancellation options
- The extended time it took to resolve the situation

I have reached out to you via email (used for the reservation with us) with further information. Thank you for bringing this to our attention, as such feedback always helps us improve our services.

Kind regards,
***
Customer Advocacy Specialist

Customer Answer
Date: 04/25/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ****
Initial Complaint
Date:04/10/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint regarding a frustrating and financially damaging experience with Kiwi.com. I initially booked a flight through their platform. However, the booking was disrupted, and I was prompted by the Kiwi app to select Kiwi Credit instead of a standard refund to my bank account. The app claimed this would be a faster and more efficient option.After confirming the credit, I discovered it was non-refundable, a condition not clearly stated or emphasized at the time. I felt misled, as the option was presented as a convenience not a permanent forfeiture of my ability to get my money back.I attempted to use the Kiwi Credit to rebook a flight, but the price increased significantly before I could finalize the booking. This caused me to lose four days, and I ultimately had to book a more expensive flight directly with ****************, outside of Kiwi.com.I contacted Kiwi.com to request that the $1,339.37 USD (converted to Kiwi Credit) be refunded to my original payment method. They refused, stating they do not have a procedure to refund credit despite the fact that I never received the service I paid for and was led into a restrictive credit system without clear disclosure.This experience has been unacceptable. The apps design and communication led me to make a financial decision under misleading pretenses. I believe this practice is deceptive and violates consumer protection standards.I am requesting a full refund of $1,339.37 USD to my original payment method and would like this issue resolved as quickly as possible.Desired Outcome:Full refund of $1,339.37 USD to my original payment method Review of Kiwi.coms refund and credit practices to prevent future issues Compensation for stress that I experienced trying to get the refund back I can provide documentation, including booking confirmation and correspondence with Kiwi.com, upon request.
Business Response
Date: 04/11/2025
Dear Customer,
Thank you for sharing your experience with us. We genuinely appreciate your honest feedback, as it helps us identify areas where we can improve.
Our team will be reviewing your concerns carefully, and well reach out to you directly if we need any further information.
Thank you again for bringing this to our attention.
Kind regards,
Customer Advocacy Team

Customer Answer
Date: 04/11/2025

Complaint: 23188897

I am rejecting this response because its still in progress from Kiwi

Sincerely,

**** ****
Business Response
Date: 04/14/2025
Dear Ms. ***************** you for your review. I have reviewed your booking and would like to provide some clarification.
First and foremost, please accept our sincere apologies for the inconvenience caused by the price change that occurred during the booking process.
Kiwi.com operates as a brokerage service, meaning we do not prepay for flight tickets. The booking is initiated only after we receive payment from the customer. While this process is typically completed within seconds or minutes, in rare cases, technical issues on the airlines website or a sudden surge in seat demand can result in a fare change. Although we maintain a buffer to absorb minor fare fluctuations, there are limits to this coverage. In your case, the fare increase exceeded our buffer, and we were therefore unable to finalize the booking at the original price.
A full refund was initially issued in the form of Kiwi.com credits. However, following your request for a monetary refund, the credits were cancelled, and a monetary refund was processed on 11 April. Please note that depending on your banks processing times, it may take up to 10 business days for the funds to appear in your account.
If you have any further questions or require additional assistance, please do not hesitate to contact us at any time.
Kind regards,
Customer Advocacy Team
**********************
Initial Complaint
Date:04/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 24th I booked 2 flights through **** and on March 25th I used kiwi to cancel. I opted to pay $69 to Kiwi to cancel.on my behalf and was informed they would process the refunds and "nothing further" I needed to do. They failed to inform the airlines within time of the refund policy cancellation and emailed me April 4th that I lost the cost of the tickets. I called to get information on when they contacted the airlines to process the refund ds and they were rude and put me on an indefinitely ite hold. There is no way to get accountability or information.
Business Response
Date: 04/11/2025
Dear *** *********,

Thank you for sharing your experience with Kiwi.com.
We have reviewed your concern and would like to clarify the following:
Your booking was made on March 24th at 17:58. You requested a cancellation exactly 24 hours later, on March 25th at 17:58. Unfortunately, this left us with no time to act on your behalf within the airlines 24-hour cancellation window.
As a result, the airline has marked the flights as non-refundable according to their policy, and we are unable to issue a refund for funds that were not returned to us.
We hope this explanation clarifies the situation. Please let us know if you have any further questions.
Best regards,
Iva
Customer Advocacy Specialist
Customer Answer
Date: 04/11/2025

Complaint: 23163207

I am rejecting this response because: i notified you sooner. Your response stated there was nothing I needed to do and that kiwi would take care if the refund. If I wouldnhave contacted the airlines myselfnI would have been well inside of the 24 hour cancellation policy. Kiwi do not do the job assigned in time.

Sincerely,

**** *********
Business Response
Date: 04/15/2025
Dear Mr. ************************** you for your message. Our system clearly shows timestamps indicating that we were not given sufficient time to apply for the refund with the airline. It is important to consider that we are required to contact the airline and cancel the reservation on your behalf, and with the limited time provided, we were unable to complete this process. We hope you understand our position.
Kind regards,
Iva
Customer Advocacy Specialist

Customer Answer
Date: 04/15/2025

Complaint: 23163207

I am rejecting this response because:
Please provide proof of your timestamps as I informed you wellmwithin the timeliness and was informed by your company I would be refunded and didn't need tondo anything else. I could have gone *********** the airline and received a refund in time but hired you for $60 to do it on my behalf.
Sincerely,

**** *********
Business Response
Date: 04/22/2025
Dear *****,

Please find the proof attached. Additionally, the customer has raised a chargeback dispute and we are not able to proceed with any refund until the dispute is resolved. This can take approximately three months.

Best regards,
Iva
Customer Advocacy Specialist
Initial Complaint
Date:04/02/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had booked travel tickets through this website. Paid for it. Got to the airport. The layover wasnt long enough..even though I had enough time before my flight ************* personel left stations early in muscat. I had to purchase another ticket I called kiwi..Feb 17th..asked if he can book me another ticket (even though I had already paid for my ticket) just so I can get on the next flight. Within the half hour I tried to cancel my ticket right away online after he booked it since ************* because was cheaper thank kiwi. They wont refund me the extra ticket I paid for even though I asked to cancel it.
Business Response
Date: 04/03/2025
Dear Mrs. ********************* you for reaching out to us.

Regrettably, we could not locate the reservation in our system since no reference number was provided. To help resolve the issue, kindly provide your booking number and the email address used for the reservation. We will then ensure prompt assistance and a resolution.
Looking forward to your response.

Yours Sincerely,
Customer Advocacy Team
Initial Complaint
Date:04/01/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made booking number 623 826 049 on the Kiwi website on March 26th, 2025, at 09:29 AM MST, paying a total of $406.49 ****** the end of the day, our plans have changed, and we have decided to cancel our booking at 8:01 PM, making it 10.5 hours apart from the original booking, making it eligible for the 24 hours return policy for our tickets for the carrier West Jet. ******** is not taking a refund requests directly from passengers in this case, making requesting an assisted refund from Kiwi our only option.Unfortunately, they have failed to deliver our request to the airline until the 1st of April 2025, making this request already ineligible for the refund as per the airline's refund policy. We have tried contacting Kiwi during and after the refund result, but their automated assistant was of no help (screenshots will be attached). And even when our denial was confirmed, this assistant insisted on it still being processed.We have failed to get our money back solely due to Kiwi's low service quality in terms of refund policyy and we would like to get our money back.
Business Response
Date: 04/16/2025
Dear Ms. Kuzieva,

Thank you for bringing this matter to our attention.

Please note that you applied for a voluntary cancellation without specifying the 24h Grace ******* so our finance department did not get to the case in time to request a refund.

Unfortunately, by the time they got to the case, the flights were fully nonrefundable. Under normal circumstances, this would have closed your refund request; however, I understand the inconvenience, so I have decided to make an exception and fully reimbursed your entire booking out of our pocket.

The refund has been sent to the same credit card that was used for the booking. You can expect it within the next 10 days depending on your bank.

I hope this helps. If you have any questions, do not hesitate to let me know.

Best regards,

*****
Customer Advocacy Team
Customer Answer
Date: 04/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to **** am grateful to the Kiwi for their effort to address this matter.

Sincerely,

Yuliia Kuzieva
Initial Complaint
Date:03/09/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 11, 2024, I purchased four plane tickets through Kiwi.com (confirmation number: *********) for my family of four and for flights from *********** to ****** and back. On February 28, 2025, I received an email notifying that our departure flight from *********** on April 12, 2025 was changed to April 13, 2025. I called and requested they change my flight back or reimburse my money, they declined both for no reason. I ended up changing my hotel reservation and cut our vacation short by one day. On March 7, 2025, I received another email now informing me that our flight from ****** to *********** was changed from April 19, 2025 to April 20, 2025. I called, texted, and emailed Kiwi.com to complain once again about this change and requested changing my flight back to the original departure or reimburse my money, they once again said no. If I canceled they will not reimburse and if I request a consideration of reimbursement, they will only return $10.25 out $1,342.09 dollars paid. Ive disputed the charge through my credit card company. Still pending a review from them with Kiwi.com.
Business Response
Date: 03/13/2025
Dear customer,
Thank you for sharing all the needed details.
It appears that the main issue concerns changes initiated by the airline that have impacted your trip.
We do regret any inconvenience these changes may have caused to your already planned vacation. However, since these modifications are beyond our control and determined by the airline, we are unable to predict or prevent them.
Additionally, as there is now an involvement of a third party, we are unable to take any actions on your booking. To resolve this, it takes approximately three months. Once a decision is reached, we will be able to proceed accordingly.
I did reach put to you privately to explain further in detail the involvement of the third party. Thank you for the understanding.
Best regards,
Iva
Customer Advocacy Specialist
**********************
Initial Complaint
Date:03/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This business claims to have sent me a partial refund their receipt is attached but so is proof that my bank never received anything via my bank statementand email screenshots from my bank stating they have not received any funds from kiwi.com or their account. in July 2024 I booked a ticket with kiwi.com they lied and said the airline cancelled my flights. ************* confirmed the travel agency cancel all flights. so I should have a full refund and then some. this all cause me extreme me distressed homelessness in ****** for 2 months and thousands of dollars on a same day flight. they said Id receive my refund 14 business days after the flight they cancelled. its now 8 months later and I have zero funds from this company. I have attempted to contact the owner via email with no resolve. I paid 471 euros
Business Response
Date: 03/17/2025
Dear Ms. ************** hope this message finds you well. I have reviewed your case and would like to provide some clarity regarding your booking.
Unfortunately, Air Mauritius canceled your flight and replaced it with a new flight departing on the following day, which affected your itinerary.
We offered alternative flight options, but I understand that none of them were suitable for your travel plans, leading you to request a refund for the affected segments.
On the day of your scheduled departure, you informed our customer service team that you were missing a **** for *****, and as a result, you decided to cancel the entire booking. However, the flights that were not impacted by the schedule change were non-refundable.
You provided your bank account details, and our ******************** successfully processed the refund for the rescheduled flight to the account you specified. Later, you reached out to us and requested a change to the bank account number.
After a thorough review, our ******************** confirmed that the refund had already been successfully issued to the account you originally provided. Unfortunately, as the transaction has already been completed, we are unable to process the refund to a different account.
I have also sent you an email with detailed information, including the proof of the refund for your reference.
If you have any additional questions or concerns, please dont hesitate to contact us anytime.
Best regards,

Customer Advocacy Team
**********************

Customer Answer
Date: 03/17/2025
Theyre still making the same claims that they sent a refund when they never have. Ive now disputed this with my bank as well. for the last eight months theyve been claiming to be sending me a refund and now they provided a fake receipt to a refund Ive never gotten and theyre using that piece of paper their theyre using that false paper to validate not refunding me. I requested them to cancel and resend it Because I dont have it and even after providing them proof from my bank that I dont have it they still redundantly say they have a receipt that they sent the fund successfully
Customer Answer
Date: 03/17/2025
Theyre still making the same claims that they sent a refund when they never have. Ive now disputed this with my bank as well. for the last eight months theyve been claiming to be sending me a refund and now they provided a fake receipt to a refund Ive never gotten and theyre using that piece of paper their theyre using that false paper to validate not refunding me. I requested them to cancel and resend it Because I dont have it and even after providing them proof from my bank that I dont have it they still redundantly say they have a receipt that they sent the fund successfully
Customer Answer
Date: 03/18/2025

Complaint: 23039863

Theyre still making the same claims that they sent a refund when they never have. Ive now disputed this with my bank as well. for the last eight months theyve been claiming to be sending me a refund and now they provided a fake receipt to a refund Ive never gotten and theyre using that piece of paper their theyre using that false paper to validate not refunding me. I requested them to cancel and resend it Because I dont have it and even after providing them proof from my bank that I dont have it they still redundantly say they have a receipt that they sent the fund successfully

Sincerely,

******** *****
Customer Answer
Date: 03/18/2025
Just finished communicating with my bank 5 minutes ago via phone and email. We have zero funds from kiwi.com or any account associated with them

Customer Answer
Date: 03/18/2025
The reasons ******* and I havent received their refund:

1. Theres no routing number (I provided Repeatedly)
2. They need to send funds in USD not euros
even ChatGPT can see the errors they made And so far they refuse to correct investigator update in any capacity since July 2024
Business Response
Date: 03/19/2025
Dear Ms. ****************** you for your response.
I have been in touch with our ********************* and they have confirmed that the refund was successfully processed to the account you provided. Unfortunately, this means we are unable to resend it.
However, I have reached out to them again to explore any possible alternatives, and I will update you as soon as I receive more information.
Please let me know if you have any further questions in the meantime. I appreciate your patience and understanding.
Best regards,
Customer Advocacy Team

Customer Answer
Date: 03/19/2025

Complaint: 23039863

Theyre still making the same claims that they sent a refund when they never have. Ive now disputed this with my bank as well. for the last eight months theyve been claiming to be sending me a refund and now they provided a fake receipt to a refund Ive never gotten and theyre using that piece of paper their theyre using that false paper to validate not refunding me. I requested them to cancel and resend it Because I dont have it and even after providing them proof from my bank that I dont have it they still redundantly say they have a receipt that they sent the fund successfully

Just finished communicating with my bank 5 minutes ago via phone and email. We have zero funds from kiwi.com or any account associated with them

The reasons ******* and I havent received their refund:

1. Theres no routing number (I provided Repeatedly)

2. They need to send funds in USD not euros

even ChatGPT can see the errors they made And so far they refuse to correct investigator update in any capacity since July 2024

Sincerely,

******** *****
Business Response
Date: 03/28/2025
Dear Ms. ****************** you for your email, and I hope this message finds you well.
I have personally reached out to our ******************** regarding your concern. They have thoroughly reviewed the transaction and confirmed that the refund was successfully processed to the bank account you provided.
To help resolve this matter, we kindly suggest that you contact your bank directly, sharing the proof of refund you received from us. This should enable them to assist you in locating the transaction.
Should you have any further questions, do not hesitate to contact us anytime.
Kind regards,
Customer Advocacy Team

Customer Answer
Date: 03/28/2025

Complaint: *****************************************************************************************************************************************************

I am rejecting this response because: we all know its not possible to send funds from one country to another with only a checking account number. There is no routing number on their refund receipt. kiwi has been informed several times that Ive already sent the refund receipt to my bank, my bank has investigated it and still has received nothing from this company ever. I booked the flight on the 10th of July 2024 from that month until the 10th of February 2025 this company has been promising me a refund for a flight that I proved kiwi cancelled. the airline documented and confirmed no flight cancellations. as of last month ***** latest scam is to send me a fake document claiming its a refund receipt for funds they never sent Kiwi continues to lie for now over a year about this situation. They are in fact scammers!!!

Sincerely,

******** *****
Initial Complaint
Date:02/27/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My initial booking is for ************** airline flying from ******* to *********, four tickets in total costing USD286.29, the carrier is *************** which include meals and checked baggages, this is very clearly listed on eticket. Then within hours after Kiwi issued me the e-tickets and provided me with a reservation number, I tried to manage my booking at *************** website, I wasnt able to retrieve the booking on airline website using the reservation number provided by Kiwi, obviously Kiwi didnt book *************** for me. Then I contacted Kiwi, Kiwi replied and changed my itinerary with HK express airline which is a budget airline that doesnt include meals and checked baggages. Kiwi.com refused my Full refund request, they said they need to charge me EUR30 processing fee for each ticket and only will refund the saver ticket price. This is totally a scam because the product provided is completely different from what I purchased. My refund request is absolutely legitimate. I found out the issue within 24 hours of my payment, I think I should be protected and able to get free cancellation.
Customer Answer
Date: 02/28/2025
Please see attached email conversation with HK Express airline page 2-3, the booking was purchased directly by the travel agent on Feb 25th, not as claimed by the travel agent that the original airline has changed to another airline, Kiwi.com reissued the second e-ticket on Feb 26th, that means the travel agent has never purchased the ************** tickets which I intended to purchase, once I made the payment, they claimed the airline has been changed and the checked baggage was not included in the new airline, but it stated on the e-ticket checked baggage is included. This is obviously a fraud and false propaganda. I need a FULL refund immediately without conditions.

Business Response
Date: 03/10/2025
Dear Customer,

Thank you for bringing this situation to our attention and giving us the opportunity to make things right. I tried reaching you by phone earlier but realized it might be too late due to our time difference.

I've looked into your booking and fully understand your concern. The flight was indeed displayed in our system as operated by one carrier, and I understand why you chose it based on the included services and carrier's reputation. When we issued the E-Ticket showing the specific operating carrier along with the checked baggage included, we believed this information was correct.

However, when you tried to verify the booking and informed us you encountered an error, we discovered that this route is actually operated by a different airline. To be clear - this wasn't a change or reissue; the flight was with this carrier from the start, and we displayed incorrect information about both the carrier and included services. I completely understand your disappointment, especially since you specifically chose this flight for its features and we have not delivered the service according to your selection.

I've reached out to you directly to offer solutions, including covering the cost of the missing services or processing a full refund. Please check your email for detailed options.

Kind regards,
***
Customer Advocacy Team
Initial Complaint
Date:02/26/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We booked travel with Kiwi.com on 2/8/25. It was a three leg trip. On 2/19/25, the middle leg was cancelled. This left us with no options to make the trip possible. We were told we could use some credit for other bookings on kiwi like cars. Now they are not letting us use our credit for what we want. Additionally, we asked for the flights to be refunded and they are refusing to provide a refund. Cant be how they are allowed to do business can it? We paid $400+ and now will just lose ALL of it completely? That has to be a scam.
Business Response
Date: 03/03/2025
Dear Mr. ***************** have reviewed your reservation and noted that, unfortunately, one of your flights was canceled. As a result, you opted for an instant credit refund, which was promptly added to your Kiwi.com account.
I understand that you later attempted to use these credits for a car rental, but as they are only applicable to flight bookings, this was not possible.
After carefully reassessing your case, we acknowledge the inconvenience this has caused. As a result, we have approved a monetary refund in place of the credits.
I have already submitted the request to our ********************* and the refund will be processed today. Please note that it may take up to ******************************************** your account, depending on your bank's processing time.
Should you have any further questions or require assistance, please feel free to contact us anytime.
Best regards,
Customer Advocacy Team
**********************
Customer Answer
Date: 03/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******** ********

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