To kiwi.com: To whom it may concern, I would like to be contacted immediately regarding a complaint that I would like to make from my recent experience with your company. My flight was Madrid to London collect collecting in Barcelona. My first flight was delayed by an hour meaning that I wouldn’t have enough time to transfer to my second flight as the connection from the terminal was at least 20 minutes anyway. I called the customer care team immediately as my flight landed. They gave me the option of flying to Gatwick at 9:30. I took this option even though it would cost me extra money to get to my home from Gatwick as I chose Stansted intentionally. I was told by the first customer care colleague I spoke to that I’ll have to except the change on the app and then they could process it for me. Which I did after confirming I was able to get home if I chose this option. Then called back again and spoke to a second person and she confirmed that she would process my request and send me the information as soon as possible. I waited for 40 minutes and received no correspondence regarding my new flight and the time was decreasing for me to check into my new flight. Afterwards, I called a third time I was told that the team were currently processing my request still! Then I found out that they could not book the previously agreed flight because it was “sold out”. Therefore, my waiting and planning was all in vain. I was so exhausted and drained. I decided to look at this flight information myself whilst I was being fed lies and false information from your customer care team. As I was able to book that flight myself. I booked a seat on “sold out” flight! How can I book a seat on a flight that is sold out? Why have I been sitting on the floor of Barcelona airport in tears for hours while your customer care team is lying to me saying that the flight is sold out when it wasn’t? So I paid £99.12 on top of what I paid you for your flight. Your customer care team was completely useless and unhelpful. They also said ridiculous comments like “ We are not gonna leave you stranded in Barcelona” when in actuality that’s exactly what they did. I was supposed to return at 6:50pm and get home at 7:30pm but instead, I didn’t get home until gone midnight with no help from you or staff. I’m expecting email correspondence and/or messages with compensation regarding this complete ridiculous situation. I will also be expecting a full refund and I will not tolerate anything less as I have already lost so much money on this flight due to no fault of my own. Flight fees, food fees, petrol fees. I will also be posting negative reviews on all platforms. I expect a response as soon as possible, and I will not accept anything less than what I have demanded. Kind regards Sophie They refused the refund saying it wasn’t their fault and their team did all they could. Completely unacceptable.