Help! Kiwi issues, BA cancellation

wiggywoo999

eskbanker said:

wiggywoo999 said:

I've got an update. I rebooked the flights later that day directly with BA and had the refund. I've given Kiwi opportunities to rectify the £153 missing refund amount which they haven't taken so I raised it with my bank. 

Nearly a week later, Kiwi just contacted me saying the flights weren't actually cancelled and it was a "system error" that refunded the amount and that the booking reference had changed which is why it wasn't showing on BA. They're requesting I repay the refund to them which I've declined. 

I cannot believe the audacity here, I don't believe a word of it. What did they expect me to do, just sit on it for a week with potentially no flights?! Can they force me to repay this? 

Could you clarify what you mean by 'had the refund' - do you mean that you used the money you'd obtained from Kiwi to rebook with BA, or that BA refunded you as well?

Kiwi sent me a refund which I've received for the London to LA portion of the flights (incorrect refund or missing the £153 mentioned). I used this to rebook those flights directly with BA separately from Kiwi.

I couldn't contact BA about the kiwi issues because I'm not the agent who booked the flights - you need the agent email etc otherwise they won't speak to you. I still don't have a clue what happened or why they seem to think it was just an error. 

eskbanker

I think you have a strong case against reimbursing Kiwi, in that it's entirely reasonable for you to use a cancellation refund to make another booking if they failed to make alternative arrangements for you - if the mistake was BA's then Kiwi should resolve it between the two of them, but if it was Kiwi's error then they should suck up the consequences.

Wait and see how hard they push but ultimately I can't see them prevailing in court....

wiggywoo999

They've refunded me the remaining amount and accepted it was their fault. Just keeping the second part of the flights with them. Thank you for your help