Self transfer missed due to kiwi.com inadequate transfer time

jpwin79

Not a flight delay per se, but was hoping for some advice.

Booked a Ryanair flight from Manchester to Podgorica on kiwi.com, including a 50 minute self transfer in Krakow.

I missed the connecting flight. In effect I only had 30 minutes to get from gate to gate, given that the connecting flight closed the gate 20 mins before take-off.

I then had to spend £300 for an alternative flight later that day,

Obviously I have learned my lesson and will never book with such a short-transfer again, but do kiwi.com bear any kind of responsibility for booking connecting flights with transfer times that are basically unachievable? The 'connection guarantee' is vague on the issue, and kiwi.com are trying to pass me to the airline for compensation. But the airline aren't liable in the case of a self transfer.

la531983

Ryanair wont owe you a bean, as you said. Their flights are sold point to point, they dont do connections (self or otherwise)

bagand96

I think unfortunately Kiwi don't have any responsibility either.  Even though they are happy to sell you both tickets at the same time they make it clear during the booking process that it's a self connection and you are responsible.

I just followed the Kiwi booking process for a MAN-TGD via KRK and they show a number of links explaining the Self-transfer travel hack | Help | Kiwi.com as well as the text: Self-transfer hack: Transport to your connecting flights is your responsibility.

Kiwi do seem to include some sort of connection protection What's Connection Protection? | Help | Kiwi.com although it seems only to talk about airline delays, cancellations or schedule changes.  Doesn't seem to cover just missing the connection if the flights are on schedule.  Did you speak to Kiwi when you missed the connection?

Pollycat

Why did you choose to book via kiwi.com instead of direct with Ryanair?

Voyager2002

One could argue that Kiwi sold you something that was manifestly "not fit for purpose". It might be worth contacting a solicitor such as Bott and Co. to ask whether legal action based on this would have any chance of success.

The Kiwi connection guarantee used to apply to all their flights. That was why they only sold journeys with a connection time of at least four hours. If things still went wrong, the passenger had to contact them and wait in the transit airport, probably overnight, before getting a reply. Kiwi would eventually arrange onward transport at their expense, but most people preferred not to travel like that. It was made very clear that if you chose to buy your own onward flight then you were no longer covered by the guarantee and would not get anything back from them.

A few years ago, Kiwi chanced their business model. You must now pay extra for the connection guarantee at the time you book. If you choose to do so, you are only offered connecting flights with a very long transit time. 

la531983

Voyager2002 said:

One could argue that Kiwi sold you something that was manifestly "not fit for purpose". It might be worth contacting a solicitor such as Bott and Co. to ask whether legal action based on this would have any chance of success.

"Even though they are happy to sell you both tickets at the same time they make it clear during the booking process that it's a self connection and you are responsible."

A quote from further up the thread.

Voyager2002

la531983 said:

Voyager2002 said:

One could argue that Kiwi sold you something that was manifestly "not fit for purpose". It might be worth contacting a solicitor such as Bott and Co. to ask whether legal action based on this would have any chance of success.

"Even though they are happy to sell you both tickets at the same time they make it clear during the booking process that it's a self connection and you are responsible."

A quote from further up the thread.

Indeed. However, I doubt whether a merchant can avoid responsibility for selling something useless by saying that if something goes wrong it is the customer's fault.

Hoenir

Voyager2002 said:

la531983 said:

Voyager2002 said:

One could argue that Kiwi sold you something that was manifestly "not fit for purpose". It might be worth contacting a solicitor such as Bott and Co. to ask whether legal action based on this would have any chance of success.

"Even though they are happy to sell you both tickets at the same time they make it clear during the booking process that it's a self connection and you are responsible."

A quote from further up the thread.

Indeed. However, I doubt whether a merchant can avoid responsibility for selling something useless by saying that if something goes wrong it is the customer's fault.

They are providing options to choose from. The layover time is clearly stated.   There's no hard sell. Customer does their research and makes an informed choice. If time is short book a seat on row A on the flight. First out the door upon landing can make a real difference. 

jpwin79

bagand96 said:

I think unfortunately Kiwi don't have any responsibility either.  Even though they are happy to sell you both tickets at the same time they make it clear during the booking process that it's a self connection and you are responsible.

I just followed the Kiwi booking process for a MAN-TGD via KRK and they show a number of links explaining the as well as the text: Self-transfer hack: Transport to your connecting flights is your responsibility.

Kiwi do seem to include some sort of connection protectionalthough it seems only to talk about airline delays, cancellations or schedule changes.  Doesn't seem to cover just missing the connection if the flights are on schedule.  Did you speak to Kiwi when you missed the connection?

Yeah I spoke to them when I missed the connection. They just kept saying it should have been enough time and that they couldn't assist with the onward journey. The connection protection is cleverly worded...

jpwin79

Pollycat said:

Why did you choose to book via kiwi.com instead of direct with Ryanair?

I was directed to kiwi.com by skyscanner. Obviously won't be doing that again

jpwin79

Voyager2002 said:

One could argue that Kiwi sold you something that was manifestly "not fit for purpose". It might be worth contacting a solicitor such as Bott and Co. to ask whether legal action based on this would have any chance of success.

The Kiwi connection guarantee used to apply to all their flights. That was why they only sold journeys with a connection time of at least four hours. If things still went wrong, the passenger had to contact them and wait in the transit airport, probably overnight, before getting a reply. Kiwi would eventually arrange onward transport at their expense, but most people preferred not to travel like that. It was made very clear that if you chose to buy your own onward flight then you were no longer covered by the guarantee and would not get anything back from them.

A few years ago, Kiwi chanced their business model. You must now pay extra for the connection guarantee at the time you book. If you choose to do so, you are only offered connecting flights with a very long transit time. 

That's my thought as well. 30 mins just isn't achievable!