Complaints

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

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• 

  Kiwi.com, Inc.

  1221 Brickell Ave STE 1115 Miami, FL 33131-3230

• 

  Kiwi.com, Inc.

  78 SW 7th St STE 500 Miami, FL 33130-3782

• 

  Kiwi (online - scam)

  Milwaukee, WI 53201

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:07/08/2022

  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 july 6th 2022 the website skiplagged referred me to Kiwi.com to book a flight. At 2:05 pm The Kiwi.com website processed the purchase of a one way ticket for august 24th to travel from ************* on Kiwi.com for $445 Booking number *********. Immediately after making the online transaction,I wanted to cancel it. The Kiwi.com computer program does not allow full refunds as an option, and will only give you $10.19. There is no possibility to communicate with a human being, as their phone number ************ is connected to a computer program that prohibits human beings answering the phone. At 3:47 PM after no other option, I cancelled the ticket with the Kiwi.com computer. The airline ( Easyjet) stated that they were never paid for the ticket and the ticket was never created. Kiwi.com is keeping my 445$ and I would like it returned. I attempted to file a dispute with Kiwi.com's website but got now answer. I wrote them a letter and go not answer.

  Business Response

  Date: 08/03/2022

  Dear **************,
  
  
  Thank you for taking the time to tell us why your recent experience with Kiwi.com did not meet your expectations
  
  
  Regarding your concern about the trip cancelation and refund. Please note that you opted for a saver ticket at the time of making the booking with us. As per the saver ticket policy, if you wish to voluntarily cancel the booking up to 48 hours prior to the departure of the first segment then you are eligible for a 10 EUR of refund, this was informed to you at the time of making the booking as well.
  
  
  Furthermore, our calling lines are available from 14 days before the start to 2 days after your journey. This rule is set so that we can assist the passengers with immediate departures.
  
  
  The flight from *** ********* to ********** was also booked with the EasyJet Airline, the reservation number was already provided to you, which is created only after the flight is successfully booked with the airline. You can even login to the airline's website via your last name and the reservation number to confirm this. Unfortunately, no further refund will be possible since the ticket rules and conditions were already informed to you at the time you placed the booking order in Kiwi.com's interface.
  
  
  Upon checking your booking, we can see that there is an active chargeback dispute request raised on the case. Sadly, We will not be able to assist you further unless the chargeback is resolved. we would request you to wait for up to 3 months for the decision on the chargeback request from our Finance Team and your Bank.
  
  
  We hope we explained the scenario and addressed your concern conclusively.
  
  
  Sincerely,
  
  
  Complaints Team
  Kiwi.com

• Initial Complaint

  Date:07/07/2022

  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 booked a one way flight to ****, ********* through the travel website "kiwi.com". I booked the flight on June 24th, 2022. I also booked the flight back home from **** later that day. The total of the tickets came out to $5,406.71. When I arrived at the airport the airlines would not allow me or my friends, who booked the same flight as me, on our flight due to how kiwi sold our tickets together. The actual airlines we were suppose to get on informed as that they have no idea why kiwi would sell tickets that are booked like ours. We were not allowed on the flight and when we called kiwi to rebook our tickets we were not only charged with several international calls but was also told that the only way they could help us was to give us a different flight option but we would have to pay for a whole separate ticket. **************** refused to let us speak to a supervisor and said that they would email us with a solution. We were stranded in another state because they refused to accommodate us for tickets we paid for. The following day we still considered buying a whole separate flight in order to make it to ****. However, looking at the flight itinerary back, one of the connecting flights had a layover under 3 hours with a completely different airline. This means we would have to go through customs, claim our luggage, recheck our luggage with a different airline and go through security again. For international travel 2 hours is not enough time to complete that process. I proceeded to call customer service when I realized our flight home was also invalid. **************** tried to say it was enough time and said that if we missed our flight to just give them a call. We realized they sell tickets like this in order to make more money cause when the consumer misses there flight the only resolution they have is to let the consumer buy a separate ticket which they would have no other choice. This website is fraudulent. Kiwi never emailed us back with a resolution.

  Business Response

  Date: 07/22/2022

  We are sad to see that you have decided to take such an extreme measure as taking up a chargeback with your bank/credit card company. Unfortunately, while the chargeback is active, we are unable to provide any further assistance or information. If the chargeback is resolved in our favour or dropped from your side, we will be able to continue the refund process with the carriers. The chargeback disputes are usually resolved within 3 months of the receipt of the chargeback but may take longer due to the current situation. Your bank will inform you about the result of the dispute once the chargeback is resolved.
  
  

• Initial Complaint

  Date:07/07/2022

  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.

  Greetings, This occurred on my returning flight from ****** to ************* June 17th 2022 the connecting flight from ****** to ********* was delayed by more then 2 hrs not 1/2 hour as notified by Kiwi. Once we arrived at the airport neither airline would make themselves responsible. I proceeded to contact Kiwi they sent me a new itinerary to fly out the next day. I had to pay another hotel night for that day plus I had to pay additional parking in ************* since our car wasn't picked up on the 17th as originally planned. Comes the next day Saturday June 18th, I get to the airline counter & was told they had not booking for me. I proceeded to contact Kiwi and it turns out they never confirmed the booking. Instead of flying out at 7am we ended up leaving that night which meant more spending w/food to get us through the day. On top of that, originally I had paid for carry-on luggage. When we checked in at the airline counter they told us the ticket booked for us did not allow carry ons and that the baggage would have to be checked in and we would have to pay for each checked bag (1 /person) I contacted Kiwi and the rep ******* said that our tickets did include baggage, the airline proceeded to show me that the ticket clearly stated NO CARRY ON. Basically, I paid for luggage twice. Once through Kiwi when I first made the purchase and then again at the airline. I proceeded to contact Kiwi the same day, it took a week to hear back and they refused to reimburse me for anything. I then sent supporting documentation and it's been over two weeks and I haven't heard from anyone. I've attempted to follow up on a weekly basis to no avail. They are completely ignoring me despite I had purchased the "upgraded" service where communication TAT is supposedly quicker then usual. That was also a waste of money since now I'm being ignored. All I want is a refund for the baggage I had to pay and be done with this. Never do I want to deal with this company again!

  Business Response

  Date: 07/22/2022

  We have already raised your concern with our Customer Relations Team. One of our agents will soon send you the detailed explanation of the issue and its possible resolution. Please, check your inbox for more information. 
  
  

• Initial Complaint

  Date:07/07/2022

  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 booked flights through kiwi.com from *** to *** to ***. Final destination was *****. I couldnt check in to my flights with the airlines the day before so I got very nervous and contacted Kiwi.com. They assured me my flights were legitimate and I would have no issues. I got to the airport and the airline would not let me get my ticket even though I showed them all the confirmation numbers through kiwi.com. I ended up not being able to board and had to buy legitimate tickets elsewhere for twice as much. This business caused my anxiety level to skyrocket at the airport having to figure everything out and to no avail. Their tech support is nonexistent- I have to chat to different bots from different countries with no one actually listening to my situation to help me out. In the end, I had to spend twice the amount of money buying a brand new ticket. All I am asking for is a full refund which is more than fair.

  Business Response

  Date: 10/10/2022

  Dear Customer, 
  
  My name is **** and I am contacting you from the Customer ******************** at ********************** regarding your booking 238290283. 
  
  I can see that you also left a review on Better Business Bureau, where you mentioned that you were not able to board the flight because the tickets were not legit, nevertheless, I had the opportunity to take a deep look into the case and I can see that we contacted the airlines afterwards to see if indeed this was true. Nevertheless, the airlines told us that you were denied onboard because you were missing the **** to do the transit, as this country still had strong measures against COVID.
  
  
  As we can't be liable for the overlooked information of the passengers regarding the travel requirements, I can do a goodwill gesture for you that consists of asking for an assisted refund, which is basically that approximately during the next 90 days we will approach the airlines to see how much they can refund and we will forward it to you. We depend on their rules towards refunds and we will forward you everything that we get. 
  
  I will proceed with this and as soon as we get an answer from them I will forward it to you right away. 
  
  Have my best regards. 

   

  **** N
  Kiwi.com
  Customer Relations Advisor 
  
  The information contained in this email, including any attachments, is confidential. The content is intended only for the use of the individual or entity named above. 
  If you have received this communication by mistake, please notify us immediately by phone or email and delete this message. Any distribution or copying of this communication is strictly prohibited if you are not the intended recipient.
  

  
  

• Initial Complaint

  Date:07/06/2022

  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 06/16/2022 I purchased 3 round trip plane tickets totaling $1.255.01 from ******** to ****** with a layover in ****** each way. So there are 4 flights on this itinerary: 1. ** to LDN, 2. LDN to ******, 3. ****** to LDN, 4. LDN to **. I received an email on 06/30/2022 that informed me flight #3 has been canceled by the carrier and Kiwi.com informed me that I had two options. Option #1 was to change the flight for additional fees with no refund. The cheapest option being $223.73 more dollars than I had already paid and instead of being a 3 hour non-stop flight to ****** from ****** like I initially paid for, its a 19hr and 30 minute flight. The additional options go all the way up to $645.86 with layovers. Option #2: Request a refund for the entire trip. The other 3 flights are non-refundable. Theyve advised that if I wanted my money back for the flight that was CANCELED, I would forfeit the $1000 paid for the other 3 flights. On top of this, *** visited the Wizz Air website and entered my itinerary + passenger info and the website indicates that Im eligible for a free flight change due to the cancellation. Why is **** charging hundreds of dollars to change a CANCELED flight that the airline will book for free? Kiwi has made it so that customers are unable to make changes with the airline directly by booking the ticket under an account that we are not provided access to. This company ignores messages on all platforms and has an automated system that hangs up on you if your trip is not within the next 7 days. I want my free flight change as advised by the airline. At this point Ill take an entire refund just to not have to deal with anymore cancellations or deal with this company ever again!!!!

  Business Response

  Date: 07/29/2022

  Dear ********************,
  
  Thank you for taking the time to tell us why your recent experience with Kiwi.com did not meet your expectations
  
  Regarding your concern about the trip disruption and alternate flight. Please note that the cancelation was initiated by the airline, being a travel brokerage agency we have no control over it. Since you did not opt for a paid guarantee, we could only provide you with fully paid alternatives or refund options for the entire itinerary.
  
  Furthermore, please be informed that you have one more flight in the itinerary from ********** to *** ******** with the carrier *********************** the airline Wizz Air is indeed giving a free alternative. However, please note that the carrier has no such alternative for the day where you would be able to take the next flight in the booking. 
  
  Unfortunately, we will not able to give you the email address from which the flight was booked because it is a confidential piece of information. However, the phone number was your own that you gave us at the time of making the booking, you should be able to pass the verification from this information.  If you are able to get the flight changed free of cost with Wizz Air airline, you can proceed, and we will update the e-ticket and send it to you.
  
  Alternatively, since a partial cancelation and refund is not possible, you can do one more thing, you can take the active flights in the booking and book a new flight on your own to replace the canceled segment *** Mykonos-*** ******, and after your journey ends you can fill out a refund application form in Kiwi.com's guarantee. If you do this, you can get a refund for only the canceled segment.
  
  Nevertheless, I can see that all your concerns were addressed on the helpdesk, and the 7 days of timeframe for calling lines was set so that we can give priority to the customers with immediate departure. 
   
  The entire refund is not possible because we already booked you into the flights as requested and if you want to opt for a refund it will depend on the airline's policy.
  
  We hope we explained the scenario and addressed your concern conclusively.
  
  Sincerely,
  
  Complaints Team
  Kiwi.com

  Customer Answer

  Date: 08/01/2022

  
  Complaint: 17526357
  
  I am rejecting this response because:

  I have found an alternative flight that would be covered by Wizz Air but cannot make changes without the email address. The airline has advised that my phone number is not in fact associated with the booking. Even if it were, they advised that phone numbers are not enough.
  

  Kiwi.com took my money and used my information to book a flight and tells me the details regarding my booking are confidential. At this point, I just want to get to the destinations Ive already paid to get to. If **** will not provide me with the details for my booking, **** needs to work with the airline to switch the flight. I will provide the flight number that Wizz Air will change it to. If **** can work with Wizz Air to get the money back, they can work with Wizz Air to change my flight.

  Sincerely,
  
  *******************************

  Business Response

  Date: 08/21/2022

  Dear ********************,
  
  In regards to your concern, all the necessary infiormation were already shared with you. We hope the airlie was able to resolve this with you directly.
   
  
  Sincerely,
  
  Complaints Team
  Kiwi.com

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17526357
  
  I am rejecting this response because:

  The information provided to me was incorrect for one of the reservations and now another portion of my flight has been canceled. Please have ******* call me back.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 09/30/2022

  Dear ********************,
  
  We are sorry for the delayed response, we are currently dealing with a huge backlog of incoming requests which are preventing us from providing the service we usually provide.
  
  Since the flights are already departed we can provide you with the airline's refund for the canceled segment. Please log in to Kiwi.com and fill out a refund application under the kiwi.com guarantee. Once we receive a refund application **************** will apply for a refund with the airline and will forward whatever the carrier sends.
  
  Sincerely,
  
  Complaints Team
  Kiwi.com

• Initial Complaint

  Date:07/06/2022

  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.

  My flight was canceled with no detailed explanation, and I can't contact a human being to resolve my concerns on alternative flights, pay, or refund. I paid $780 for a round-trip flight from ****** to ********** and now prices have high rocketed above $1,100in airfare. I can understand why the flight was canceled when there are identical flights available. One can only assume that the flight was canceled to gain more money.

  Business Response

  Date: 07/19/2022

  It seems that you have already raised your concern with our Customer Relations Team. One of our agents will soon send you the detailed explanation of the issue and its possible resolution. Please, check your inbox for more information. 
  
  

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17526052
  
  I am rejecting this response because the response doesn't address the concerns given. There is no off any resolution. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/04/2022

  Dear ************, 
  
  We regret to hear that your recent experience with Kiwi.com did not meet your expectations.
  
  Your flight was canceled, and we had provided you with paid alternative and refund options on your Kiwi.com manage my booking page. As you did not have Kiwi.com Guarantee included for your booking, we could only offer a fully paid alternative for your canceled flight.  Please understand that these changes are initiated by the airline, and we have no control over these changes.
  
  Later on, you requested an assisted refund where the refund depends on the carrier, and we can only refund you what we will receive from the carrier. Our finance team has requested a refund from the carrier and once we have an update you will be notified via email. So request you to allow us some time. 
  
  We hope this detailed explanation might have helped you to understand the scenario better.
  
  Yours sincerely, 
  Complaints Team. 
  
  Kiwi.com
  

• Initial Complaint

  Date:07/04/2022

  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.

  On 06/30/2022 I purchased a ticket for $ 366 departing from ******* to ***********. My trip was July 2-July 6. I'm without my money and without my trip.My flight was cancelled by kiwi therefore I would have to pay full price for another ticket.I told them I'm not paying for another flight. I added AirHelp so if my flight was cancelled then I'm owed a refund. I just want a refund so I can rebook my flight please. They said I changed my trip but I never did.

  Business Response

  Date: 07/15/2022

  Unfortunately, the refund process was delayed at the time as you decided to request a chargeback with your bank/credit card company. While the chargeback was active, we were unable to continue the refund process on your behalf and this caused a significant delay in the process. After checking your booking with our financial department we can see that your bank/ credit card company has ruled in your favor and you won the chargeback dispute. This should solve the issue as your bank/ credit card company has already or  will be refunding you shortly. Please follow up with your bank in the refund process. Thank you for your cooperation.
  
  

  Customer Answer

  Date: 07/16/2022

   
  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:07/03/2022

  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.

  I booked a round-trip flight through Kiwi.com as part of a trip that involved multiple airlines from the ************************ airport in ******** to the *********** airport in ********. The return flight path was ***********, ********--*****, *****-*******, ***----***********, ***. I was unable to enter ********, so I contacted Kiwi ************************************************************************************************ ***** instead of ***********. According to Kiwi's website, customers can make flight changes up to 48 hours before a flight and they will arrange a new flight itinerary for their customers if they pay the ticket price difference. Kiwi claimed they would book a new flight and send the new flight information immediately for me to approve. I did not receive a response from Kiwi for over 24 hours and was then told it was impossible for them to book a new flight, even though our seats from ***** onwards had already been purchased and all that was needed was for them to cancel the ***********-***** flight. I had to book a last-minute ticket with another airline to be able to return home. Because of the delay in Kiwi's response I had very little time to book a new flight and it was very expensive.

  Business Response

  Date: 07/13/2022

  Answering to your claim, please be informed that the 48 hours rule for the flight changes means that it is not possible to request a flight change, if there is less than 48 hours left for the departure of the first flight of a itinerary. However this does not guarantee in any way that that there will be flight change options available if is more than 48 hours or that we will have to offer them or provide them.  Our booking team searched for these possible alternatives however they could not offer a suitable one.

  In the other hand, the segment from ***** - ******* was the second part of the itinerary *********** - ***** - *******, both booked under the same PNR number with the Airline Asiana, and the rules of the airlines do not allow to use a second leg of a itinerary without using the first one. We will check with the airline if there is any possibility of a partial or full refund. We thank you for your cooperation and understanding. 

  Customer Answer

  Date: 07/22/2022

   
  Complaint: 17518036
  
  I am rejecting this response because: Kiwi.com has not confirmed whether they are able to rectify the issue and provide a refund for the Asiana flight.  Please advise. 
  
  Sincerely,
  
  ***************************** *****

  Business Response

  Date: 10/10/2022

  Dear **************, 
  
  As we have previously explained, the flights with ****** airlines have been booked as one reservation or PNR, and thus if we would need to find a new flight for the segment ***********-***** the airline would mark you as a no show and cancel automatically the second segment *****-*******. This is why when you submitted the flight change request, our booking team attempted to search for new flights, however, they did not manage to find a suitable one.   
  
  Moreover, regarding your refund request, we have made you aware that the process might take up to 3 months. I have now forwarded your case to your finance team to check the status.  
  
  Kind regards, 
  
  Customer Relations Team
  **********************

• Initial Complaint

  Date:06/29/2022

  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 06/17/22 at 11:27pm I bought a ticket through Kiwi.com for 07/05/22 with Booking Number: ********* and attempted to cancel it within the 24 hours but still unsuccessful. After 10 hours, on 06/18/22 at 09:50am after buying the ticket, I called their customer service and it did not go through because my flight was not within the next 14 days and the voice massage asked me to contact help through messaging. That is what I did and wrote to help desk and got a confirmation that my message was received 09:57am. In the message I was clearly asking for my reservation to be cancelled and my full refund to be processed. I referred the ****************************'s 24 hours regulation. In the meantime I attempted to cancel with the airline companies directly, and none of them did anything because the ticket was purchased by an agent. I received a response from the help desk after 6 days stating that they can cancel the booking and refund only 10. There was a long back and forth on the chat me talking about my right to cancel in 24 hours and the representative pushing back and saying that I have to go to their system and cancel with the 10 refund. I asked for a supervisor and they asked to call directly. That is what I did on 06/28/22 at 5:10pm. After a long wait, I was able to speak to a representative which continued to ignore the regulation and stated that "We don't follow the 24 hours regulation.". When I again requested for a supervisor, they hung up on me. This issue is still not resolved and there is no way to talk to a supervisor. This company is openly going against the Federal Regulations and illegally withholding the money or their customers. I started questioning is this company is legit and if they should continue to run business in *******. The payment was processed by Kiwi.com with location in *************** while their registered address in the *****, **.

  Business Response

  Date: 07/12/2022

  When your trip is still active with the carriers and you decide to cancel for whatever reason, it's considered a voluntary cancellation. The refund is based on the fare type you choose when you booked your trip. This doesn't change even if you can't travel because of **** implications or government regulations.
  
  We offer our own fare types because we have bookings from many different carriers with countless different rules. Some of them only offer taxes or don't offer refunds at all. That's why we decided to unify the rules so that you always know what to expect when you book with us. You can choose from 3 *********** types with the change and cancellation rules that best suit your needs, and we give you a refund accordingly.
  
  The refund options differ only if your trip gets changed or canceled by the carrier and it's no longer possible to take it. In such a case, you'll be able to request a refund from the carrier(s) 
  
  

• Initial Complaint

  Date:06/29/2022

  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 25th I made a reservation for my son who is stationed in ******, ***** to get him home for his sisters wedding in late ************ confirming, booking and paying Kiwi.com one leg of the flight was not secured so we had to secure this flight directly on our own so he would not miss his time getting back to base in time. The issue is two folds. First, it took us countless hours and countless emails to try and contact a physical person with Kiwi. Multiple representatives in the customer service line were very rude and told us multiple times that his flight was booked and we would be ok. Well, we were not. So to protect ourselves and our funds we did a chargeback request from our bank based on doing research on BBB reviews and reading what has happened to others is now happening to us. In doing so it has now given Kiwi a reason, or excuse to not refund us our $800 as per this email from their team as they asked me to remove the chargeback, which I did, so they can process my refund. Now Kiwi is stating that they have not received the funds from CitiBank which I have confirmed multiple times that Kiwi has been paid the full amount and they are the ones who need to issue the refund. Never thought I would be on this site but something needs to be done as this company is not telling the truth to many people and in turn causing financial hardship and stress on many people during these times.I just want what is due to me and that is the $800 refund for the Japan Airlines flight from *** to ***** that was never secured by Kiwi which resulted in me having to pay for my son on Singapore airlines direct.Kiwi you have been paid for services that were not rendered and I would like this resolved ASAP as over 3-months is not acceptable to any human

  Business Response

  Date: 07/12/2022

  It seems that you have already raised your concern with our Customer Relations Team. One of our agents will soon send you the detailed explanation of the issue and its possible resolution. Please, check your inbox for more information. 
  

  Customer Answer

  Date: 07/12/2022

   
  Complaint: 17497747
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******/*********************

  Business Response

  Date: 10/11/2022

  Dear team,

   

  Thank you very much for your patience and I apologize for responding only now. 

   

  The case was solved by our Customer ******************** already. However, the process was prolonged by an issue connected to a requested chargeback. Once the chargeback issue had been resolved, our agents successfully refunded the customer and also issued a voucher, which the customer can use on our website for future reservations. The customer has been properly informed about everything. 

   

  Kind regards,

  Customer ********************

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