#63653Refusing a refund due to airline change of flights

Znění stížnosti

Just like so many other complaints, kiwi.com refused to issue a refund for flights changed by airline just a few days after booking it through Kiwi.com. Original flight dates were 9-14 December 2022 BHX-BUD. I booked the flights on 14 August. On 28 August I was notified that the airline changed the flight to 11-14 December 2022. This made the trip unusable for me because I was traveling to visit my family after 5 years. Flight on 11th Dec arrives at midnight, so that would leave me with not even 2 days to visit the entire family which is just not possible. I asked Kiwi.com to issue a refund so I can look elsewhere for other flights but they refused. They said they can MAYBE issue a refund and the process will take 3 months and I will find out after these 3 months whether or not they will give me a refund in form of a CREDIT. This is not acceptable. This is a change not done by me - it is NOT MY FAULT - but by the airline and therefore I don't see a reason why I should be paying the price. I simply want my money back because the service - as AMENDED AFTER I PAID / got into a contract is not working for me and I will not be using it. I would completely understand if it was my fault, but it is not.

This is what Kiwi.com thinks is a fair business practice:

Free Assisted Refund: We will contact the carrier on your behalf and collect as much of a refund as possible. Please check the carrier’s refund policy before you select this option. The refund process may take approximately 3 months and the refund amount will depend on the airline policy.

I have attempted to also contact Wizzair but it is virtually impossible to get through to them. You can spend hours on chat, retrying to connect to an advisor and it never goes through. If I want to submit an automated refund query, without the need to speak to an advisor on chat, I need the email address Kiwi.com used to make the booking. Kiwi.com refuses to share the email address. I also considered calling Wizzair, but the UK number they use charges you staggering £1.45 per minute - if you wait for 45 minutes only the waiting time will cost you £65 - that's almost half of the cost of the tickets. I am appalled at their business practices and I can see I am not alone. Does it take a collective action to have our rights respected? You must understand that people who are buying cheap tickets usually can not afford to lose this kind of money.

Please refund my money and think about ethics of your business urgently.

Produkt

Kiwi / Wizzair Flight tickets

Požadované řešení

I request a full refund of my money - not in a form of credit but a monetary refund to my original payment method.

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