Kiwi.com issuing credit instead of full refund

Journodig

I booked train tickets via kiwi.com. 
Kiwi.com emailed to say they couldn't process my order and I had two options 1. Pay fare difference of 174usd 2. Full refund. I opted for the full refund. Days later, I called Kiwi.com asking them when I can expect my money. Representative tells me that my money has been transferred to my kiwi.com account as "credit". I explained I never opted or requested credit and that I want my money back. At this point, I didn't have a kiwi.com account either and no notification from kiwi.com that my money had been transferred to it. He tells me there will have to be an investigation into my claim. On 8th Feb, kiwi.com come back to me and insist I'd opted for credit instead of a refund. I ask for proof. They tell me they can't provide any. Then a little while later they send me a screenshot (using googleapis) showing two options 1. Kiwi.com credit 2. Full refund. I've never seen this screen and dispute the authenticity of the screenshot. Kiwi.com tell me I made a mistake and selected credits therefore they will not refund my money instead I should use the credits. 

I've since done research into kiwi.com - this credit transfer tactic is used to stop and delay banks from chasing money on customers behalf. Wondering if anyone has been successful in getting a full refund? This is scandalous and wondering if anyone knows of any investigations into Kiwi.com?

They're based/registered in Czech Republic.

Thanks in advance 

Ditzy_Mitzy

You mention Kiwi.com being domiciled in the Czech Republic, and also making payment for the rail tickets in American dollars.  I'm not sure there is any British consumer rights angle to this.  

Journodig

Hi Ditzy_Mitzy Kiwi.com conducts business in the UK as well as other countries. I am a British citizen and paid using my UK debit card. I purchased tickets in the US (I am working in DC for a while) which is why transaction in USD, and was led to kiwi.com via kayak.co.uk.

Manxman_in_exile

If Kiwi.com is based in the Czech Republic, then your transaction is probably covered by Czech consumer law.  I'm not sure what you mean by they "conduct business" in the UK.  Unless you have a contract with a UK legal entity, you probably don't have any legal rights to enforce in the UK. 

You being a GB citizen and your current location in the US are irrelevant with respect to any remedy you may have - unless US law offers you a remedy, but I'd have thought that to be extremely unlikely.

If you had paid by UK credit card you might have had a s75 claim as such a claim can be made in respect of overseas (ie non-UK) transactions.  The only avenue open to you with a debit card would be a chargeback.  But whether a chargeback would apply to (a) overseas transactions made in (b) US$ while (c) you are in the US, I have no idea.

I don't think it matters, but what journey were you buying tickets for?  In the US or the UK or somewhere else?  (It seems odd you ended up buying them from a Czech site paying in US$... )

Journodig

Lots of comparison sites and companies offering cheap airline and train tickets operate online so can be based anywhere. You only find out Kiwi com's registered address is in the Czech Republic once you look for an address. The company presents itself as a global site. Tickets were for use in the US. Kiwi.com have an office here and it seems one in the UK too or at least a customer support centre. When you ring both the UK and US customer support numbers, a team based in India pick up. I have made department of transport (US) and Better Business Bureau (US) aware via their reporting protocols. I didn't realise how awful their practices were until I'd stumbled across the FB group set up fighting kiwi.com and read a out several news outlets chasing the company on behalf of individuals who are owed thousands. Anyway, the issue is that kiwi.com doesn't seem to have any reason to hold on to customers money even though the customer has clearly made it clear they want a refund. Not sure of consumers complain to regulatory bodies in their own countries or if they go to Czech companies. 
I'll speak to my bank re chargeback you mention and see what they say. Thanks for responding

TELLIT01

I genuinely wish the OP luck in sorting this one out and getting any money back.  The number of countries involved will not make progressing through courts easy.  UK citizen, living in USA, booking in USA using card from UK bank, with a company apparently based in Czech Republic......

born_again

Manxman_in_exile said:

If Kiwi.com is based in the Czech Republic, then your transaction is probably covered by Czech consumer law.  I'm not sure what you mean by they "conduct business" in the UK.  Unless you have a contract with a UK legal entity, you probably don't have any legal rights to enforce in the UK. 

You being a GB citizen and your current location in the US are irrelevant with respect to any remedy you may have - unless US law offers you a remedy, but I'd have thought that to be extremely unlikely.

If you had paid by UK credit card you might have had a s75 claim as such a claim can be made in respect of overseas (ie non-UK) transactions.  The only avenue open to you with a debit card would be a chargeback.  But whether a chargeback would apply to (a) overseas transactions made in (b) US$ while (c) you are in the US, I have no idea.

I don't think it matters, but what journey were you buying tickets for?  In the US or the UK or somewhere else?  (It seems odd you ended up buying them from a Czech site paying in US$... )

S75 would be out as 3rd party used to purchase tickets & not actual rail company.

Yes chargeback would be available subject to the normal regulations. Which from the Op is going to hinge on just what "couldn't process my order" means. 👍

Aylesbury_Duck

Journodig said:

Lots of comparison sites and companies offering cheap airline and train tickets 

It's often just as cheap to buy directly from the operator themselves.  You have better card protection and will find it easier to exercise consumer rights as well.  There's a reason these places are cheaper.  

terikilby

Hi I have just come back from a break away which was delayed due to cancelled flight. In desperation we booked a flight through kiwi.com (diverted via skyscanner) then cancelled it as we got another direct flight instead. I too have been given a credit with kiwi instead of refund as requested. They are also saying I asked for refund via credit rather than refund to credit card. Like you I did not see this option just ticked refund. Have you got anywhere with getting your money back? I don’t know where to start!

Caz3121

If you cancelled non-refundable tickets then why would anything be due back?