Kiwi.com / beware kiwi.com - very poor customer service
I have had huge problems trying to cancel/refund a booking. (made May 12th)
I made a booking in error (that was my fault), and immediately tried to cancel the booking. I contacted Kiwi.com within minutes of the booking, after trying unsuccessfully to stop the purchase through my credit card company.
I explained to the customer service representative what had happened, and that I did not want the ticket. He agreed to look into the matter, and see if the flights could be cancelled before they were confirmed by the airlines. He asked to keep me on hold for a few minutes, and would then get back to me.
For some reason, the connection was lost and I had to call back Kiwi. Eventually, I talked to another customer service agent who told me that they were looking into it, and would send me an email in 2-4 hours explaining the state of my booking. I accepted this, and went to sleep.
In the morning, no email had arrived and so I again called Kiwi.
I was then told that they had cancelled all the flights, but did not know whether I would get a refund. The total for the flights was over $2000.
This was unacceptable. I explicitly asked to be informed of the status of the flights, and what was involved in cancelling the flights (ie, how much it might incur); if the cost was too high, then it would be better to keep the flights, despite the problems. Kiwi.com should not be cancelling flights without the consent of customers.
Now, after 5 more days, I still have heard anything from Kiwi.com, and do not know whether I will get the money back. This seems entirely unreasonable.
Kiwi.com seems to be fine when nothing goes wrong, and there are no unexpected events. But as soon as a problem arises, they're complete lack of customer service is apparent.
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