Kiwi.com E-Ticket error caused missed connection - ADVICE PLEASE

Liher

So I recently took a flight from Luton -> Moscow -> Chelyabinsk on the 16/09.  I used Skyscanner, but it linked me on to Kiwi.com to arrange it as it was with various airlines.  My flight was changed once a month ahead of time, apparently due to corona, which I knew could occur.  But I noticed it changed so my connecting flight meant I had to spend a night (almost 36 hours) in Moscow, which I didn't really want wasting a day of my trip, but after arguing with 3 different kiwi agents, apparently I had no choice.  So I made hotel arrangements and when I arrived in Moscow I took the train to the hotel.  I went to the airport early the next day as I was eager to continue my journey, but when I arrived I saw my flight was not on the departures.  So I spoke to the airline and they told me the flight had actually left the time stated but on the 16/09, not the 17/09.  So in order to continue my journey I had to use another airline, but the ticket cost me almost 3x the amount.
Now I'm back in the UK and I am trying to get a refund by Kiwi, I see they have many areas of refund on the website which hold the airlines responsible, but nothing for themselves being accountable. 
They had ample opportunity to spot their error instead of arguing with me on how I couldn't use an alternate flight instead of waiting 36 hours for a connection, so I believe I should be entitled to the cost of the new flight as well as the cost of my hotel I didn't require (I am being generous letting them off with a day of my time wasted and the transit to and from the airport)  So I have had to use the "delay" option route to request refund, which apparantly can take up to 3 months and also could either be a partial refund or kiwi credit, and sent the receipts for the new flight and hotel.  I already contacted my travel insurer and they said it wasn't covered as it was a booking agent error, which is understandable.
My query to anyone knowledgeable on such matters really is, if they come back with only a partial refund, or a refusal to refund receipts which weren't part of the original itinerary, what options do I have to proceed with this? 
 

bagand96

Sorry to hear about this mess.  Booking multi-flight itineraries like this with different airlines is never recommended.  Even if booking with a site that promotes a "Guarantee" for your connections and schedules (I've read through the Kiwi.com guarantee in the past and concluded it's not worth much.)

Have you actually spoken with Kiwi.com since the problem occurred?  What did they say?  You could perhaps try and see if your card provider will help you? 

Sandtree

It would be helpful if you explain what actually happened both before going and what you have since found out...

You appear to have bought unconnected tickets (aka a hackfare) from an online agent made up of two legs.
You received notification of a rescheduling... was that for the first or second leg? I am assuming first leg? Did this come from the agent or the airline?
You also noticed that the 2nd leg of your flight was now showing as the next day... who made this change and what explanation was given? Based on the revised flight time of the first leg was there still time to catch the original 2nd leg? Did the flight number change?
On attempting to catch the second leg you discovered the flight didn't exist and had been on the prior day as scheduled... assuming the agent auto adjusted the 2nd leg to deal with the 1st leg change what explanation have they given for what appears to have been their mistake? 

It appears the company is based in the Czech Republic which obviously makes things more fun but as you say you are not claiming for a delay but for their administrative error. 

Personally... always check any flight info directly with the airline to ensure agents havent made mistakes/been overly optimistic etc

Caz3121

If that is the itinerary you were provided...
it looks like it is poorly laid out, your arrival date is indeed 17th Sept but departure was 10 mins before midnight so still 16th
the layover time is correct showing 11hours 10mins rather than 35 hours and 10 mins, the 3 agents you spoke with should have spotted the discrepancy with the layover time and the date and realised the error
Unfortunately I suspect if you had looked at kiwi reviews you would have not gone near them, they have a very poor reputation and I expect you will have a fight to get anything from them...good luck

Alan_Bowen

Being devils advocate, I think the itinerary is right, the flight left at 2350 on the 16th, so the same day as your arrival at the other Moscow airport but arrived at its destination on the 17th. The layover was therefore 11 hours as shown, not as you thought. If Kiwi answer at all, and they are a nightmare at the best of times, I think they will say it was your fault and their timings were correct. The date of the 17th refers purely to your arrival, not your departure.

Liher

Thanks for all the comments.  As with corona, flights have been reduced especially to remote areas like Chelyabinsk.  So unfortuntely I had no choice than to use several airlines.  But I have booked seperately before and had issues, so I thought it would be more secure using a middle man company.  This is the original booking before they changed the date of the flight to a day earlier.  As you can see, the first leg of the flight is the 17th, as is the 2nd leg of the flight.  It just looks like they edited the first part but failed to change the second part.   So it is highly unlikely it is as intended as a departure and arrival date, even if this was the case, it's common to use +1 to show it is a day forward.  It is my mistake with the travel time, I am just so used to verifying I get the correct dates and times, I don't really care to know the exact amount of time travelled.  I don't expect to hear much back in regards to it now, I've applied for a refund in the only way I saw how, but if there is no regulator for these affairs, I guess I will just face the loss.

strawberries1

OP, did you checkin? Was it on the airline website direct or the 3rd party?