I booked through volagratis.com in cooperation with Kiwi.com a flight from Berlin to Tel Aviv via Budapest, with the return journey scheduled for October 28, 2026.
Reservation number: 836 140 866
On October 28, 2026, I went to Tel Aviv Airport for my return journey to Budapest, following the flight details provided in the e-ticket issued by Kiwi.com.
The e-ticket clearly stated that my flight was W6 2330, departing Tel Aviv at 20:50 on October 28, 2026.
When I arrived at the airport, however, I discovered that this flight did not appear on the departure board. I immediately contacted Wizz Air staff at the airport, who informed me that there was no W6 2330 flight at 20:50 on October 28. I was instead told that the flight I had apparently been booked on was W6 2328, departing at 19:30, which had already departed.
I had therefore followed the flight information provided on my ticket, but the information on the ticket was incorrect. This was not a case of my failing to check or arrive on time for the flight: the flight number and departure time printed on the ticket issued to me by volagratis.com in cooperation with Kiwi.com did not correspond to an operating flight on that date.
As a direct result of this incorrect information, I missed my flight from Tel Aviv to Budapest and consequently also missed my connecting flight from Budapest to Berlin.
Since I needed to return to Berlin as soon as possible, I had no choice but to purchase a replacement flight at the last minute, at a cost of USD 395.
I subsequently checked the flight information and found that W6 2330 operates from Tel Aviv to Budapest on Thursdays, whereas my ticket clearly stated October 28, 2026 as my travel date. The information provided on my ticket was therefore inconsistent with the actual flight schedule.
I am requesting full reimbursement for:
- the two flights I was unable to take as a direct result of the incorrect flight information provided in my booking; and
- the USD 395 I had to pay for the replacement flight I was forced to purchase at the last minute.
I am attaching the e-ticket issued by volagratis.com in cooperation with Kiwi.com, which clearly shows the travel date of October 28, 2026 and flight number W6 2330, together with the relevant documentation from the airport and the receipt for the replacement flight.
I would like to stress that I relied on the flight information provided in the travel document issued by Kiwi.com. Had the correct flight information been provided, I would have been able to take the scheduled flight and complete my journey as booked.
This situation was caused by incorrect flight information provided in my booking by volagratis.com and Kiwi.com. I therefore expect Kiwi.com to take responsibility for this error and provide full reimbursement for all costs I incurred as a direct consequence of it.
I look forward to receiving your response and to the full reimbursement of the amounts requested.
