Partial refund from kiwi.com

laurenlondon

Hi All, 

wondering if someone can help me? 

I booked a multi stop flight from London to Costa Rica due to depart on 24/04. I then was going from Costa Rica to Turks and Caicos. And then Turks and Caicos back to the UK. None of the flights were direct. All in all, I spent roughly £700 on flights. I requested a refund back in April and have just received a partial refund of £8.88. There’s no option on the site for me to contact them re this flight either as on my online account it says it’s been refunded.

The carriers cancelled my flights. Surely I should be entitled to my money back or at least a credit to the value of the same amount? Can someone/anyone advise? 

Thanks. 

[Deleted User]

Did you request a refund before or after they were cancelled?

laurenlondon

Refund was requested after they informed me it’d be cancelled. 

[Deleted User]

Then you need to contact them to find out why they have not fully refunded.

Your other option is via s75 on your credit card, depending on how you paid.

laurenlondon

It was through Skyscanner who then redirected me to The third party website kiwi.com. 

As none of the flights were direct. There were a number of carriers. The airlines included Norwegian Air, Copa Airlines, Spirit Airlines & Southwest Airlines. 

Also, I paid with my American Express card. 

Caz3121

laurenlondon said:

It was through Skyscanner who then redirected me to The third party website kiwi.com. 

skyscanner don't redirect anyone anywhere. They are a comparison site that will show you a list of options based on your search, the customer can then choose which option they wish to select.
When dealing with third parties, research is required. Kiwi are known as one of the worst third parties out there. Your journey consists of multiple single tickets (They are known for cobbling together separate tickets) so best to check what each individual airline offered for a) cancelled flights and b) non-cancelled flights that passenger could not use. Then you need to have a read of the kiwi terms and conditions that were relevant when you booked, particularly their fees.
https://www.tripadvisor.co.uk/ShowTopic-g1-i10702-k11349129-Warning_Kiwi_com_is_a_SCAM-Air_Travel.html

Pizza_Man

I'm awaiting a refund through Kiwi.Com. I paid the fee for an assisted refund on March 12th and so far they have made no progress whatsoever. Is there a way to complain. I know about covid... But all other parts of my travel cancellations were managed efficiently and promptly, only the kiwi.Com component is remaining unresolved. I get the distinct impression that they are doing next to nothing and just letting the clock tick. The flight I booked was with JAL on skyscanner with the 3rd party being Kiwi.Com. 
As far as I can see there isn't an ombudsman that deals with this, so perhaps flagging to Martin Lewis, or BBC Money Box or the consumer organisation Which are my renianinv options?
Thanks for any help. 

Caz3121

Pizza_Man said:

I'm awaiting a refund through Kiwi.Com. I paid the fee for an assisted refund on March 12th and so far they have made no progress whatsoever.
 
As far as I can see there isn't an ombudsman that deals with this, so perhaps flagging to Martin Lewis, or BBC Money Box or the consumer organisation Which are my renianinv options?

when you say no progress, does that mean you have spoken to JAL and they have confirmed they have heard nothing from kiwi? no request for refund?
They are in the Czech Republic and if you do a search you will find many 1,000s of complaints about them
When you run a search on a comparison site such as skyscanner the results that it shows are not from sellers that are  "recommended" as such (although skyscanner do give each one a rating based on customer survey - kiwi is one of the lowest), There is still some research required before deciding which of the options shown you may want to select to give your money to. (there are many terrible third party ticket floggers about)
You will always add time and complexity when you choose to involve a middleman. Often he 'saving' made v's booking direct with the airline is just not worth it.
Have you tried your card company (probably too late for a chargeback but possibly S75 if paid with credit card