Kiwi.com, 20e to get refund?

somewheretonowhere

Hello

My family booked a flight with Ryanair through Kiwi.com. Because of the coronavirus, Ryanair has cancelled the flight. All I can see from Kiwi.com is that to get a refund they want to keep 20euros, upfront, to speak to Ryanair? Surely this is madness considering the service has been paid for, and wont be provided (the flight) or a 70% voucher for Kiwi.com....

From thieir website:

Instant Kiwi.com Credit — we will credit you up to 70% of the trip cost, depending on your route and the amount you paid for your ticket. We will send you the credit immediately. Assisted refund — as described above, you can pay a €20 processing fee upfront, and we will contact the carriers on your behalf. Self-service refunds (in development) — to speed up the refund process for you, we're currently developing a self-service refund feature where we'll provide you with all the credentials you need to contact the carriers directly to get your refund. We won't charge a fee for this service. If you still want to travel — you can choose one of the alternative trips that we offer you. Choosing this option means that you won't be able to claim a refund for your original, affected trip.

Any advice would be great. Thanks

Caz3121

the 20e service fee is detailed in the terms and conditions you agreed to
all third party ticket floggers charge for their admin time. 
note: when you paid kiwi to book a Ryanair flight for you, they will have opened up the Ryanair website picked the flights and entered your details (using an email address of theirs so you cannot access the booking) and charged you for this process. You will have paid more for the flight than if you had booked direct with Ryanair. They will also want paid for processing the refund on your behalf.
If you had checked kiwi reviews before choosing them you would not have gone near them

somewheretonowhere

Caz3121 said:

the 20e service fee is detailed in the terms and conditions you agreed to
all third party ticket floggers charge for their admin time. 
note: when you paid kiwi to book a Ryanair flight for you, they will have opened up the Ryanair website picked the flights and entered your details (using an email address of theirs so you cannot access the booking) and charged you for this process. You will have paid more for the flight than if you had booked direct with Ryanair. They will also want paid for processing the refund on your behalf.
If you had checked kiwi reviews before choosing them you would not have gone near them

To be fair to the family, I checked before they booked and they saved $35 quid on the tickets, so overall still up. I never book through third parties and should have told them not too, but the price saving seemed alright.

bradders1983

Does it seem alright now looking at all those terms and conditions?

somewheretonowhere

Quick checkback, they are now given the refunds for free with a 20euro voucher for next time.