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Last year the pair booked multiple flights with EU, US and Latin American carriers for July and August through Kiwi.com. They had previously been satisfied customers of the agent, based in the Czech Republic. But this time international Covid travel restrictions changed everything with Lauren and Ben unable to go, most flights cancelled or departing almost a day late.
Accepting Kiwi’s initial explanation that they were waiting for the airlines to refund them, Lauren and Ben hung on too.
But six months ticked by and with no progress Lauren checked with one of the airlines, Norwegian Air. “It said they had refunded Kiwi last summer, we were shocked and most disappointed that had not been passed on to us,” she told Crusader.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer and small business champion Maisha Frost on [email protected]express.co.uk
Redress via their credit card providers also fell by the wayside as by this time they were over the 120-day time limit to start a claims process.
It’s estimated more than two million UK travellers are still waiting for flight refunds. These are due within seven days if they fly from the UK or an EU country or with a UK or EU-based operator that cancels.
Crusader tackled Kiwi which responded quickly confirming it had now passed on the Norwegian Air refund although it was still waiting for other airlines to stump up. It then refunded the couple in full within days.
“We are sorry the refund process has been so long and difficult,” said a spokesman. “We have been battling for monetary refunds for our customers from many airlines.”
Kiwi told Lauren that in the course of changing refund processes to cope with Covid restrictions and delays it had found there had been an error. That had led to her Norwegian Air refund not being swiftly transferred.
“Yes! We can now afford another trip, thank you,” the couple told Crusader.
Lauren and Ben’s names have been changed
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