I booked a package of flights from London to Israel, and back, with Kiwi.com last year. I booked on the 6th February 2020. Due to the coronavirus pandemic the flights were cancelled by the carriers. Through Kiwi.com's useless online platform and crooked commercial model, I had to pursue an 'assisted refund' with the carriers through Kiwi.com, rather than go directly to the airlines themselves. I requested this on 6th June 2020. For over 8 months now the status of my refund on Kiwi's online platform has been 'Waiting for carrier', however I have contacted all of the involved airlines and ALL of them have refunded my money to Kiwi.com. Kiwi.com are just holding the money to protect their cash reserves during these uncertain times, and lying unapologetically about being held up by the airlines. What they are doing is criminal. Unfortunately I can no longer pursue a refund through my credit card company (as the 120 day limit has been exceeded). Therefore I'm currently collating the required evidence to pursue a case through the Civil Aviation Authority.
To be quite honest, I've given up hope of getting my money back, I just want to do everything I can to expose a corrupt organisation that is quite literally stealing money from its customers. Please, DO NOT USE KIWI.COM.