| Name of Complainant | |
| Date of Complaint | January 8, 2022 |
| Name(s) of companies complained against | Air India |
| Category of complaint | Internet Services |
| Permanent link of complaint | Right click to copy link |
| Share your complaint on social media for wider reach | |
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I booked a flight from KIWI.COM – New Delhi to San Francisco via Parris, France. There was a 10 hour layover for the flight at Parris and I was not sure about the visa requirement. I had a valid US non-permanent visa which per the French Embassy website – provides me with an Airport Transit Visa for layover purposes. I wanted to call and confirm the customer care at Kiwi for the same and I was told that since this was a self transfer – kiwi was not responsible for providing any such information. So I had to call the “Air India” airlines customer service to confirm – the airlines mentioned that the booking was done by a travel agent – hence they could not provide any confirmation regarding the same. Despite the French Embassy’s description – with the correct visa for travel – I was still unable to board the “Air India” flight to Paris. My flight was canceled as Air India does not allow low cost carriers connecting flights from France. This was despite having the valid visa for Airport transit as well as
my conversation with Air India customer service 48 hours before flight departure – they did not inform me regarding the “Air India” policy of not allowing low cost carrier connecting flights. I applied for a refund from kiwi.com and they replied that they are unable to provide any refund in spite of flight cancellation by Air India – that means they are sitting on my money provided by the carrier. Neither kiwi.com nor Air India has helped me resolve this issue at all and nor provided any information to help with the travel – even after having the correct travel visa on my passport (H1b USA). There has been absolutely no effort from either kiwi.com or Air India to provide any sort of assistance to their customer as well as provide any refund amount or any remaining amount after flight cancellation. Very unsatisfied with any sort of help from kiwi.com or Air India in this matter. Inspite of contacting Air India 48 hours before departure – they did not provide me the correct information before boarding the flight. The most shittiest experience with any flight carrier till date and I have taken more than 12 international flights till now.
