I have a big issue with the company Kiwi.com (and I am not the only one : check their Facebook page and you will see the comments...).
This travel website sold me on july a flight (round trip for 2 persons) for Croatia (for the end of september - beginning of october).
On august, they said one of the airlines had cancelled a flight because of coronavirus, and offered me to get refund for the whole travel (round trip) or to get an exchange travel (which I had to pay more for, because it was much more expensive, of course). I chose to get refund and was told that I would have my money within 3 months. After I cancelled, I finally found a new flight that was fine for me, at the right price (I don't know why it didn't appear before) on the same website. As I thought it would be better to keep my money in just one company, I bought that new ticket on the same web site.
The way to go to Croatia was fine, but the way back was not ! My flight had been cancelled : the compagny told me the warned Kiwi.com two weeks ago, but Kiwi never ever told me about it ! I had to find a flight to germany, sleep a part of the night there and then to buy a night train to come back to France. So, I payed nearly 400€ in addition to my ticket just to repear their mistakes. The same day, a sent a message to Kiwi to ask for a refund. I was supposed to be refund in 3 months.
It has been 5 months since I asked the first refund, 3 since I asked the second refund : that makes a total of 750€ and I a still wainting for the money. On websites, Kiwi often arguate that refunds are late because of airlines, but in my case, half of the money was only Kiwi's fault. For that reason, they should assume thieir responsability ansd refund me by their own. But they just seem to not care at all...And, of course, it is impossible to have them by phone or contact them by mail and moreoever, the sum up of my situation on my account is a mess : you can just see the first ask for refund, but not the second ! Is it a way to say they will give me just half of the money the owe me?
Hey, Kiwi ! If you are looking at that message, my booking orders are n°[protected] and [protected]. And you owe me 750€ !