14hrs delayed flight. NO refud. Because Kiwi.com did NOT transmit my refund request to the Airlines. I submitted a timely refund request to Kiwi.com. But Kiwi.com failed to transmit it to Vietravel Airlines. Consequently, the airline has been rejecting my claim on the grounds that they had received no request from Kiwi.com. So I have been asking Kiwi.com a simple question. "Did you transmit my timely request to Vietravle Airlines?" "Send me the documentation that proves Kiwi.com successfully transmitted my refund request to the Vietravel Airlines." They are completely ignoring my clear, simple question, and is engaging in deliberate stonewalling by ignoring my demand for transmission proof over my separate attempts and sending only meaningless, copy-pasted replies. The eight Kiwi.com agents I have dealt with so far have all provided contradictory statements, proving a complete lack of internal coherence. This pattern of evasion is a clear attempt to exhaust the customer and avoid acknowledging their liability and gross negligence. I have now been forced to escalate this case to the European Consumer Centre (ECC) and the Australian Competition and Consumer Commission (ACCC).

Date of experience: 10 September, 2025