Formal Complaint and Urgent Refund Request Due to Medical Emergency and Lack of Support I am writing to formally raise a serious complaint and demand immediate attention to my case. I booked a total of 12 flights through your platform for myself and my family. Due to a severe and life-threatening accident, I underwent emergency spinal surgery and was unconscious and hospitalized for several weeks. Consequently, not only was I unable to travel, but my entire family also canceled their trips — and to this day, not a single euro has been refunded to us. Let me be absolutely clear: I was in critical condition, with no physical ability to access my account or manage any cancellations. Nobody else had access to my Kiwi account, and I was left completely helpless in a hospital bed. Flight 1 – Rome to Copenhagen Booking Number: 640225212 | Amount: €88 This flight was booked by another person on my behalf using their own Kiwi account. I was unable to board the flight due to the accident, which occurred less than 48 hours before departure. A standard refund request was submitted — instead of the medically justified refund that was rightfully due to me. Unsurprisingly, no refund has been issued, and no further communication has been received. Flight 2 – Helsinki to Rome Booking Number: 640548425 | Amount: €167 This flight was booked directly through my own account. During the entire period I was unconscious, my friends and family tried desperately and repeatedly to contact Kiwi.com and the airline to cancel the booking due to medical emergency. Kiwi support’s only response was that all requests must be made via the app — a completely unreasonable and absurd expectation from a person in a hospital bed, barely clinging to life. To make matters worse, the airline made it clear that since the booking and payment were handled by Kiwi, the responsibility for any refund lies with you. You failed to act, and I was left with no recourse despite having clear medical documentation and multiple contact attempts on record. Supporting Documentation I have gathered all necessary documentation, including: • Medical certificates • Hospitalization records • Screenshots and email chains of all attempts to contact Kiwi and the airline • Flight bookings and traveler information These are ready for immediate submission. My Demand This situation is not only unacceptable — it’s deeply unethical. I have been a paying customer in a medical emergency, met with complete silence and refusal to help from Kiwi. I now demand a full or partial refund for these flights based on the severity of my case and the company’s clear failure to provide support. I am an international student without private travel insurance, recovering from a serious operation with limited resources. Kiwi’s refusal to act with even basic decency during this crisis has caused enormous emotional and financial distress. If this matter is not resolved promptly, I will be forced to escalate it through consumer protection authorities, social media platforms, and public travel forums. Others deserve to know how Kiwi treats customers in times of genuine need.