When I told them about it, they refused to get my funds back, so the conclusion is that they stole my funds! \r\nI have to mention, they were trying to offer me their assisted refund and they didn't offer me a refund with Kiwi credit (I'm whondering, why?!)\r\nThere are a lot of details that happened during our \"communication\", but I don't want to go on too long. As Kiwi purchased tickets on behalf of us, they received a refund of $140.40 (I have proof of it - airline sent me). We decided to find solution on our own and I requested a refund from the disputed airline directly. Somehow, they accepted to allow me to REQUEST other alternative and refused my request, of course. Directly, I asked for that different offer and they were professionally avoiding the answer. At the same time, they had a better offer for new passengers than for us (flights which last about 8hours). A month before our flight, we had to choose another unacceptable paid alternative with over 25hours for the flight from Tenerife to Belgrade. It would be ok, if it was the only change. "The worst experience ever! We purchased tickets in June for flights in November (Belgrade-Tenerife-Belgrade), then we had to choose paid alternatives due to airline changes (disputed was return flight). This will be the first and last time I ever book through them. They are a fraud company and even at the airport the staff said they always get complaints about this company and to advised to not book with them again. They agreed that they will refund me if I did purchase extra luggage at the airport, I sent them receipts like they requested and they came back saying they will not issue me a refund and they STILL charged me for the first luggage I purchased when I booked the flight. I booked a flight and purchased extra luggage which they charged me for it, and then a day before my flight they informed me that my luggage was not included and had no explanation for this accept claiming that I apparently logged in the app and changed the flight details which is complete RUBBISH! They advised me to purchase luggage at the airport instead which I did and had to pay double the amount because it was at the airport. "This has to be one the WORSE companies I have ever come across. Avoid Kiwi, it will only cost you time chasing impossible refunds from this shell company." But one look at their social media or review sites shows this is a common issue and their customer service team are either AI or unsympathetic drones that get paid bonuses the longer they can hold people's refunds. I'm only thankful this happened while I was still at home. Kiwi tell me a refund will take 3 months! And in likelihood will be less some fees and even only in travel credit. So I cancel the whole booking and go with more trustworthy sites. Nothing about the money refund for the \"cancelled leg\" by the way. The cheapest option was an additional 8 hours layover and $500 more. Turns out it was only changed a couple hours, but Kiwi's rigid policy meant either cancelling a $1600 booking or booking a replacement with them. "Booked eight months ahead to ensure no hiccups, but a month or so after making my booking one leg of my itinerary was allegedly cancelled.
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