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CB Travel and Vacations Kiwi.com Complaints #2-21
Kiwi.com

Kiwi.com review: Payment for check-in

J
Author of the review
6:20 pm UTC
Verified customer This complaint was posted by a verified customer. Learn more
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This review was chosen algorithmically as the most valued customer feedback.

My husband and I were scheduled to fly from Prague to Chisinau on 1st August 2026, tickets booked through Kiwi.com. We tried to check-in on-line beforehand, but were unable to, and received an email from Kiwi apologising that we were unable to check-in and instructing us to check-in at the airport and claim any cost back from them.
We did so.
The cost of checking in was 512 CZK each, making a total of £110.22.
On our return we filled in the necessary claim form, attaching copies of the card receipts. The automated reply was to ask for further documentation to include our names, flight destination and other details. We had received no further documentation at the airport than the receipts and all other papers we sent were not accepted.
Whatever I wrote, on several occasions on the helpline by way of explanation, was answered with the same message requesting more detail.
We feel aggrieved because Kiwi's email did not stipulate any conditions for a refund and in fact the support page of the website also states that check-in costs will be refunded, with no warning that certain documents will be necessary.

Claimed loss: £110.22

Desired outcome: A total refund, as promised.

Confidential Information Hidden: This section contains confidential information visible to verified Kiwi.com representatives only. If you are affiliated with Kiwi.com, please claim your business to access these details.

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  6. Andrew
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    Sep 25, 2026
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Kiwi.com Category
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