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I'm having trouble with a travel agency and I don't know what to do.

One of my flights was cancelled by the airline. I looked on the travel agency website and it stated I could contact the airline directly so I did and obtained an alternative flight. When I informed the agency, they said it was too late because they had automatically sent a refund request without me knowing.

Because everything was under the same reference number, that request cancelled all my other flights. The thing is, the tickets are non-refundable so I will barely get one of my four flights (including 2 cross-Atlantic) refunded.

Hence, I requested that they withdraw their request since I never asked for it in the first place and it impacted the whole trip. They refused and wouldn't even tell me the reference number of the request so I could tell the airline not to take it into account. What can I do? I don't want the refund, I just want the flights I paid for.

jcaron
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Busy Bee
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2 Answers2

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Kiwi's operating model generates a lot of risk for its customers and as a result is full of customer complaints (as already mentioned in the comments).
Unfortunately, I doubt you will get the flights from them. However, you might still be able to recover your money. If you paid with credit card you could make a chargeback request arguing the agency is not providing the service you paid for (the four flights).
I have been in a similar situation with them and I made a chargeback request successfully. It is also important to first request a full refund directly from Kiwi and only start the chargeback in case they refuse your request.

André
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Report the incident to your bank/credit card issuer and dispute the transcation as the merchant not delivering on the service you paid for and and demand a chargeback. The words in bold are key phrasing you should use, especially if the customer service workflow is gatekept by chatbots. You should have a very clear case and get your money back, leaving the scammers (kiwi) out of luck.

R.. GitHub STOP HELPING ICE
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