Kiwi.com s.r.o.
Registered office: Rohanské nábřeží 678/25, 186 00, Prague 8-Karlín, Czech Republic
Kiwi.com
We are writing to your regarding a serious issue with our flight booking (115755904)
And ask for compensation for the inconvenience
The loss caused by your handling of the matter.
Chronology of events and error messages:
First communication failure: We paid ￥27,678.39 (USD $3,791) to book four tickets (flight number :AC63) from Vancouver to Phnom Penh on May 26, 2020. We confirmed the reservation by email and the payment was successful. As our flight is unable to take off, refunds are available from June 19, 2020. After contacting kiwi, we were told that our money would be refunded in approximately 90 days.
Slow response and poor communication: In 2021, we contacted several passengers on the same flight who had already received refunds and contacted Kiwi.com. Although the matter is very urgent, you still keep me waiting for a long time.
For me to cause unnecessary stress and uncertainty.
First error message: I contacted you on April 21, 2021 to process my refund because I reviewed refunds received by other passengers on the same flight. The only refund I received was ￥1,244.91 ($170), which I declined as it was not a refund fee due to a flight cancellation. We believe this is deliberate misinformation created by Kiwi.com and your incompetence is further proof of that
Optional and ongoing deception: When we raised this contradiction with Kiwi.com, we contacted you on July 23, 2021 to request an update. It is worth noting that you responded to me in January 2022. Verifying and Discovering the Truth: About Air Canada's 2020 bookings. A year after the outbreak, refunds are already trickling in. With no viable options on Kiwi.com, we were forced to buy a direct ticket to Vancouver (about $10,000) at the Chinese counter. Despite this being a direct result of mismanagement by Kiwi.com, our refund request was unreasonably denied. In view of the above, we make the following request: Full refund Replacement ticket: Immediate refund of the cost of the ticket that was forced to be purchased due to incorrect information on Kiwi.com. Compensation for inconvenience: In addition to the pain, inconvenience and disruption caused by Kiwi.com's repeated misrepresentations and failure to provide proper service, we will take the following actions to seek compensation by bringing legal proceedings in the relevant jurisdictions, including but not limited to the Czech Republic and Slovakia. File formal complaints with consumer protection agencies and industry regulators. Two-thirds of the platforms publicly disclosed Kiwi.com's various fraud details, including social media and flight booking sites. Summary: I hope Kiwi.com will respond promptly and positively by acknowledging your company's error and providing the compensation requested. Failure to do so will lead to further action as described above. Sincerely
