I cancelled my London (LGW) – Marrakesh (RAK) booking on January 2nd, less than 24 hours after purchasing the tickets. We had also paid extra for baggage.
I was informed that the refund process could take up to 14 days. Instead, I waited over a month, exactly 54 days, repeatedly following up for updates, only to eventually receive a generic message stating that the carrier could not provide a refund. No detailed explanation or breakdown was provided.
As a result, we have lost £261.38 and the most disappointing is the lack of transparency and the excessive delay. Cancelling within 24 hours of booking should not result in over a month of uncertainty followed by a brief rejection with no clear reasoning.
This experience has been extremely frustrating and reflects very poor handling of a straightforward refund request.
Please stay away Kiwi!
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