A bereaved family has lost more than $24,000 as a result of a travel website allowing them to purchase expensive flight tickets despite the fact that they were completely prohibited from entering the transit country due to Covid travel restrictions.
Following the untimely death of Ms Konsten’s mother, New Zealanders Kelly Konsten and Hedley Ruffell purchased round-trip tickets to the Netherlands for themselves and their daughter.
The family searched the internet for flights in a desperate attempt to get to Amsterdam, and they discovered tickets on Kiwi.com that promised a relatively quick trip, leaving the following day from Auckland to Amsterdam via Guangzhou, China.
The couple, however, was ‘utterly bewildered’ when a China Southern Airlines employee informed them that they were not permitted to transit through China and therefore could not board the flight.
According to Mr. Ruffell, “He actually expressed disbelief that we had been able to book these tickets.”
He checked the system kindly and discovered that Kiwi.com had booked two separate flights rather than one continuous journey with a transfer.
After a deadly spike in Omicron cases gripped the nation on April 1, China implemented a strict “zero Covid” policy.
All visas, including transit visas, were suspended and the entire nation was under lockdown.
Mr. Ruffell was informed that due to the imposed travel restrictions, the airline would not have permitted them to book the route as a single journey.
It was bizarre to be prepared and standing in line at the airport when we were told we couldn’t board, he said.
“When we realized we would miss the funeral, our initial disbelief turned into despair and grief.”
The Czech company Kiwi.com denied responsibility and declined to give the family a refund for their tickets.
If a flight is canceled up to 48 hours prior to the scheduled departure, according to Kiwi.com’s refund policy, passengers are entitled to a refund.
While the family’s situation was “upsetting,” a Kiwi.com spokesperson claimed that passengers were repeatedly reminded to check their travel requirements during the online booking process.
‘The policy with most airlines is that they consider this a passenger error, and they will not return the money for a flight not boarded unless it is a class of ticket, such as business or first class, that allows for cancellation or rescheduling,’ Kiwi.com said.
The travel agency claimed to provide a wide variety of international travel options and does not prevent the display of restricted routes because they might be practical for other travelers.
Mr. Ruffell stated, “We only reserved the tickets 24 hours in advance.”
We clearly missed the chance to attend Kelly’s mother’s funeral, and this is something that will never be made up for.
At a time of already great distress, “We feel scammed and taken advantage of.”
Under the ‘travelling during Covid-19′ information page, the website says it is the passengers responsibility to check official regulations’ and to ensure they are eligible to travel to any layover stops on the way to their destination.
It’s not the first time Kiwi.com has angered customers—it has a 1.2 star rating on Product Review.
322 customers have given the business one star reviews for its communication, customer service, and refund and cancellation policies.
‘My flight was rebooked for the following day, but my connecting flight wasn’t, and as a result I was stuck for 14 hours without any other options, even after requesting for another ticket, had to book my own flight home,’ a reviewer said on Tuesday.
Another user commented, “Another bad review, Do NOT use this company at all.”
“I have never in my life written a review.” However, Kiwi’s treatment of its customers is scandalous. I’ve written this in an effort to keep others from making the same error.
A third advised against using this company because they were still awaiting a refund 12 months after making their flight reservation.