Unresolved 24-Hour Flight Delay – Kiwi.com Refusing to Help Title: Unresolved 24-Hour Flight Delay – Kiwi.com Refusing to Help Dear Kiwi.com Support Team, My name is Vlada Bartenieva, and I am writing about my booking with Kiwi.com for a round-trip flight from Calgary (YYC) to Cancun (CUN) with one additional passenger. The outbound flight was originally scheduled for November 19, 2025, but WestJet, the operating airline, shifted the departure to November 20, 2025, resulting in a 24-hour delay. This is clearly a major disruption under Canada’s Air Passenger Protection Regulations (APPR), which require either a suitable rebooking or a full refund. I contacted Kiwi.com support multiple times (through various agents) and was told: • I had to either accept the change, contact WestJet directly, or pay extra for Kiwi to assist. • Because I didn’t buy Kiwi’s “disruption service,” I wasn’t eligible for basic protections. • Any refund or rebooking via Kiwi would cost an extra €30 per traveler per flight. WestJet informed me directly that Kiwi.com, as the booking agent, is responsible for handling such disruptions at no cost to the passenger. They confirmed that for changes of more than 181 minutes (this was 24 hours), Kiwi must either rebook us or process a full refund. I provided Kiwi.com with screenshots of WestJet’s policies and even shared an alternative flight option I found through Kiwi.com that would resolve the issue. Despite this, Kiwi.com refused to act. I escalated on Instagram but was told again that the 24-hour change does not “count as major,” which contradicts Canadian law and WestJet’s own policies. When I requested a refund, I was told I could cancel myself through the app. However, every attempt failed due to an error. Kiwi.com agents then told me to reinstall the app, try private mode, and use different browsers. Nothing worked—even the agent who tried to cancel the booking on my behalf failed. He assured me a request was sent to the support team, but it has now been a week with no response. Meanwhile, ticket prices for the same flights are increasing daily, making it impossible to secure an alternative at the original cost. No passenger should be forced to pay extra due to an airline schedule change that is outside their control. This entire experience has been exhausting, misleading, and deeply unprofessional. Kiwi.com is refusing to uphold either WestJet’s policies or Canada’s passenger rights law, and they are making a straightforward rebooking/refund process impossible. I urge Kiwi.com to immediately to provide a full refund to the original form of payment. Until then, I cannot recommend Kiwi.com to anyone.

Deneyim tarihi: 01 October, 2025