'Refund Request for Airline Ticket Results in Only 10 Euros Paid'... "Be Careful When Purchasing from Kiwi.com"

Non-Refundable Terms... Only 10 Euros Provided as Credit

Global online travel agency (OTA) Kiwi.com is applying terms and conditions unfavorable to consumers, such as non-refundable policies, so caution is advised before purchasing, the Korea Consumer Agency announced on the 25th.

According to the Consumer Agency, from January last year to March this year, a total of 187 international transaction consumer consultations related to Kiwi.com were received. Among them, 95 consultations were received in the first quarter of this year (January to March), more than double the 46 cases in the fourth quarter of the previous year.

Looking at the consultation cases, during the first quarter of this year, "cancellation, refund, and exchange delays and refusals" accounted for 89 cases, making up the majority. The Consumer Agency analyzed that this is because Kiwi.com applies its own "non-refundable terms" without considering the refund policies of individual airline tickets.

Kiwi.com notifies through its terms of use that refunds are not possible and only provides 10 euros as credit (a type of points that can be used like cash). This contrasts with other travel agencies that contact airlines directly to refund the refundable amount.

The Consumer Agency explained that it recommended last year that Kiwi.com improve its terms of use, which excessively restrict consumer rights, but Kiwi.com did not accept the recommendation. It added that some airlines have taken measures to prevent Kiwi.com from selling their airline tickets.

A Consumer Agency official urged, "When purchasing airline tickets from Kiwi.com, consumers should be aware that refunds are difficult in case of voluntary cancellations and carefully check not only the price but also the transaction conditions."