Caroline T.

I have reserved 7 flight through Kiwi with Spirit Airlines. Within 24 h I realised that I made a mistake on the flight date. I made a change and saw that Kiwi wanted to charge for both flights. When I told them I thought I could be reimbursed, they told me to go through the refund process on their website. I did.
Just to make sure, I called Spirit and explained the issue. They said that they would fully reimburse Kiwi because the change was make within 24 h and it was an american law.
Today, I received the answer for my refund request and Kiwi said they could not get reimbursement from the airline and I would have to pay double.
When I tried to reach them to tell them there had to be another way, all of their contact information on their website was 'temporarily unavailable'.
I feel like they have stolen from me.