Kiwi.com refusing to refund

Volupta

Last January my partner and I booked tickets to Australia including an internal flight between Melbourne and Perth. The internal flight was cancelled and we were given the option of rebooking a new flight but they were all more expensive so we booked directly and asked for a refund. We were told to be patient, until eventually kiwi said we are not getting it because the airline haven't refunded them. 

Has anyone actually gotten a refund from them? We are going to try and get it back via charge back but as its over 120 days it's looking increasingly unlikely.

Alderbank

Which company?

Kiwi.com is the gateway to two companies, Kiwi inc. for dollar purchases or Kiwi sro for all other currencies. Kiwi inc. is a US company in Florida and Kiwi sro is in Prague in the Czech republic.

What date did you originally book, when was your flight cancelled and when did you ask for a refund?
Did you ask for a refund for the whole booking or a partial refund just for the Melbourne to Perth leg?

born_again

Volupta said:

Last January my partner and I booked tickets to Australia including an internal flight between Melbourne and Perth. The internal flight was cancelled and we were given the option of rebooking a new flight but they were all more expensive so we booked directly and asked for a refund. We were told to be patient, until eventually kiwi said we are not getting it because the airline haven't refunded them. 

Has anyone actually gotten a refund from them? We are going to try and get it back via charge back but as its over 120 days it's looking increasingly unlikely.

Can you give a timeline of actual dates of original booking.
Date of cancelation,
Date of the cancelled flight.

Reason for asking as possible, might not fall under 120 day rule, but will be subject to 540 days from original booking.

Pollycat

Alderbank said:

Which company?

Kiwi.com is the gateway to two companies, Kiwi inc. for dollar purchases or Kiwi sro for all other currencies. Kiwi inc. is a US company in Florida and Kiwi sro is in Prague in the Czech republic.

What date did you originally book, when was your flight cancelled and when did you ask for a refund?
Did you ask for a refund for the whole booking or a partial refund just for the Melbourne to Perth leg?

I think this is the company the OP is talking about.
Kiwi.com | Find Cheap Flights & Discover New Destinations

They have an appalling reputation on Tripadvisor.
Lots of negative threads and thousands of complaints.

user1977

Pollycat said:

Alderbank said:

Which company?

Kiwi.com is the gateway to two companies, Kiwi inc. for dollar purchases or Kiwi sro for all other currencies. Kiwi inc. is a US company in Florida and Kiwi sro is in Prague in the Czech republic.

What date did you originally book, when was your flight cancelled and when did you ask for a refund?
Did you ask for a refund for the whole booking or a partial refund just for the Melbourne to Perth leg?

I think this is the company the OP is talking about.
Kiwi.com | Find Cheap Flights & Discover New Destinations

Yes, that's their website, but as above which legal entity you're contracting with depends how you buy (which isn't all that obvious to me if you're buying a domestic flight in Australia).

Pollycat

user1977 said:

Pollycat said:

Alderbank said:

Which company?

Kiwi.com is the gateway to two companies, Kiwi inc. for dollar purchases or Kiwi sro for all other currencies. Kiwi inc. is a US company in Florida and Kiwi sro is in Prague in the Czech republic.

What date did you originally book, when was your flight cancelled and when did you ask for a refund?
Did you ask for a refund for the whole booking or a partial refund just for the Melbourne to Perth leg?

I think this is the company the OP is talking about.
Kiwi.com | Find Cheap Flights & Discover New Destinations

Yes, that's their website, but as above which legal entity you're contracting with depends how you buy (which isn't all that obvious to me if you're buying a domestic flight in Australia).

But the OP has already been in touch with KIWI and has been told he wouldn't get a refund.
So they must know the right part of KIWI to get in touch with.