Lost Baggage and Broken Promises: The Trouble with Online Travel Agents
A Lithuanian traveler, Remigijus, recently found himself caught in a frustrating loop with Kiwi.com after his baggage was misplaced during a multi-leg journey from Vilnius to Skopje, with a connection in Stockholm. This isn’t an isolated incident, and it highlights growing concerns about the reliability and customer service offered by online travel agencies (OTAs) like Kiwi.com.
The Baggage Battle: A $129.33 Headache
Remigijus and his group purchased connecting flights and baggage handling through Kiwi.com, utilizing SAS (Scandinavian Airlines) and Wizz Air. While the first three legs of the journey went smoothly, SAS failed to register three pieces of checked baggage on the final flight. Forced to re-pay for the baggage at the airport – a total of €129.33 – Remigijus then encountered a different problem: an inability to reach Kiwi.com for assistance.
Attempts to contact the company were met with a virtual assistant directing him to a compensation claim form. However, the link provided was non-functional, leading to a dead end. Despite repeated attempts, Kiwi.com offered no viable solution.
The Limits of Consumer Protection
Remigijus’s experience isn’t unique. The European Consumer Centre in Lithuania has received 8 complaints and inquiries regarding Kiwi.com this year, following 17 in the previous year. Common issues include difficulties obtaining refunds for canceled flights – often offered as Kiwi.com credit rather than a direct refund – problems with travel disruption insurance, and discrepancies with baggage allowances.
The core of the problem lies in Kiwi.com’s role as an intermediary. As Balys Rimkus, founder of “Oro Skundo” (Air Complaint), explains, Kiwi.com doesn’t operate the flights itself but sells tickets from other airlines. This distance complicates accountability when things go wrong.
The European Consumer Centre’s attempts to mediate have as well proven largely ineffective, with decisions carrying no real weight. Remigijus was informed that, even with a successful complaint, enforcement is difficult, and legal action may require pursuing a case in the Czech Republic – a costly and time-consuming endeavor.
What Travelers Need to Know
Rimkus advises travelers to prioritize booking directly with airlines or established travel organizers whenever possible. While OTAs may offer attractive prices, the added layer of complexity can create significant hurdles when issues arise. If using an OTA is unavoidable, choosing a locally-based agency can simplify communication and dispute resolution.
The key takeaway? Understand the risks. OTAs can be convenient, but they often shift responsibility and can be difficult to reach when problems occur. Protect yourself by carefully reviewing terms and conditions, documenting everything, and being prepared to escalate issues through consumer protection agencies if necessary.
It’s more reliable to purchase tickets directly from the airlines, as they are then responsible and subject to regulations protecting passenger rights. They are also generally easier to reach.
Balys Rimkus
Frequently Asked Questions
- What should I do if my baggage is lost when booking through an OTA? Contact the airline immediately and file a claim. Then, attempt to contact the OTA, but be prepared for potential difficulties.
- Can I receive a refund from an OTA if my flight is canceled? It depends on the OTA’s policies and the airline’s regulations. Refunds are often offered as credit, not cash.
- What is the role of the European Consumer Centre? The ECC provides assistance and mediation in cross-border disputes, but its decisions are not legally binding.
Don’t let a dream trip turn into a logistical nightmare. Research your options, understand the risks, and prioritize direct bookings whenever possible.
