Kiwi.comReviews 2,193

I was deceived by support person to pay twice for the same flights.
I was reassured the second payment would be refunded/reimbursed after technical issue on their buggy, terrible mobile app when attempting to apply a free minor change to one of the flights.

Almost a year later Kiwi.com still will not refund/reimburse me for the second payment made.

I totally got scammed and the entire experience of pursuing refund is a massive headache. Support staff are absolutely bad.

Stay away from Kiwi.com travel.

Don't book with this company, their customer service is useless, they sound like a broken record! Not willing to find a solution with the customer, instead wanting to give excuses… never booking with them again!

Didn't get to where I needed to be, wasn't offered a reasonable replacement flight (they offered for me to wait in the airport for 12 hours to go to my destination on a completely different day, the day I was scheduled to come home) and they don't follow through on their claim that you'll get an "instant refund" with the Kiwi guarantee if something goes wrong. They'll just shrug and say "I dont know why it says that on the website" with an ignorantly "I just work here" attitude that doesnt explain, excuse or acknowledge the BLATANT FALSE ADVERTISING that is occuring here. The first agent i spoke with refused to acknowledge I even purchased the Kiwi guarantee, telling me im "entitled to nothing" and refusing to let me speak to a manager to resolve the issue. The second agent did get me to a manager but the manager just reiterated the same"I dunno" statements as to why the verbiage available to the purchaser isnt being honoured and why there isnt any asterix indicating that the terms of service explain some sort of contradiction (which they dont anyway) I never got to where I needed to be, I wasnt offered a replacement flight, and I wasn't given an instant refund. When I asked what I paid for then, and what the Kiwi guarantee "guarantees" the manager told me its designed so people arent stuck waiting in the airport for another flight...followed by telling me that i needed to wait 12 hours for my "replacement flight" which would have landed in my destination only 5 hours before i was scheduled to fly out from that destination. Worst experience ive literally EVER had.

Kiwi found an itinerary for $200 less than I would have paid with the airline directly. All flights were on the same airline. Everything worked as planned. Just make sure to deny all of the upsells in the sales process and you're good to go. And you can book baggage directly with the airline usually.

My next flight got cancelled while I was mid-air on another flight. I found out when I landed. Kiwi refuses to refund and they are asking me to mediate and referee between them and the airline in order for the airline to refund them and then they refund me. They are asking me of proof-of-refund from the airline. Of course the airline will not give me a proof-of-refund because I did not book the ticket with them. This is not my responsibility since I have nothing to do with the airline. I bought the tickets from Kiwi. Making it extremely hard and refusing to refund the money. Clearly a breach of contract and against IATA and EU rules and regulations

Categorically the worst website/travel company I have ever used.

Firstly the system whereby you use a temporary email address is a terrible method - it needs to be much clearer, and also much more simple - I am fairly clued up with computers etc. so imagine someone that isn't? How do you expect them to work this system out?

Not only that but I had to wait to speak to someone for 1 hour and 30 minutes, to basically be told I need to use your terrible method to check in on a Ryanair flight.

How has this system not been improved? Does it not cause more problems by being so inefficient?

Overall it has taken me 4 hours to attempt to check in, and that is an enormous waste of time and energy, all because you clearly do not have good enough communication with your flight providers + a totally flawed process.

It is safe to say I will never use your website, and I will make sure anyone I know will not, and I will leave this review on every single forum that I can.

The absolute worst Booking engine. 1st time i used it they left off the luggages off my ticket and when i went to the airport the airline said the tivekt i booked has no luaggages. I tried contacting them and was about to miss my flight i had to pay for the luggage, i reported it to kiwi afterwards. They gave me a hard time about it, took about 3 months to get any sort of compensation, they would not give me all the money i paid for luggage they wanted to only give me half and its their fault. The second incident happened because i forgot after a few years how $#*!ty they are and i booked a flight, i cancelled before the 24hr period. I actually cancelled 16 hours later because there was a change of plans. They told me they wont refund the money i paid because they are not responisible for cancellation. Worse search and booking engine... do not i repeat do not ever use this company. They have so many bad reviews on the internet.

I booked a flight from Tashkent, Uzbek to Jeddah, Saudi Arabia to final destination Ryadh, Saudi Arabia. I paid in advance for 2 extra luggages (45kg) thru manager Ryaan who assured me that $200 is going to cover for the luggages for both flights and the transfer of luggages process since i have a bad back. For both flights the PNR was same. When i checked in with the airlines in Tashkent, Uzbek they told me that in Jeddah, Saudi Arabia i have to manually pick up luggages and bring to the connecting flight and no other choice.

It's very bad,scammer kiwi travel app do not ever to do any booking with it
I have very bad experience when I had booked with kiwi app,its end uup so costly alot more when you doing booking with the the airline

"I bought tickets for my family from Israel to Dubai with the 'Kiwi Guarantee' insurance, and obviously, due to what is happening right now, we will not be traveling to Israel, and we will not be using those tickets. All the other companies and hotels had no issues and refunded our money, except for the scammers at KIWI, who are only offering to refund me 10 Euros in credit on their website. DO NOT BUY FROM THEM. If you want support, buy directly, and especially, do not purchase their 'insurance' or 'guarantee' because they will only take your money and not provide any real assistance."

I need to share a shocking experience with Kiwi.com - AVOID THEM! They took my money.
I booked a flight from Tel Aviv to Copenhagen through Kiwi.com a few weeks ago. The airline (Pegasus) canceled it due to the war in Israel. Due to the fact that the airline canceled the flight, a full refund is always being issued in this case. Kiwi.com already got the money.
So what Kiwi.com is now doing? Saying that Pegasus Airlines paid them only 78 USD - a complete lie! I paid more than 900 USD for two tickets.
In other words, Kiwi.com is stealing my money and they know that I cannot ask Pegaus to share with me any information because the booking is under Kiwi's email and not mine.
Kiwi.com, I'm waiting for your response. If I don't hear from you soon, I'll have to take this further and share my story everywhere, maybe even go to court.

Absolutely horrific experience
I couldn't find a reservation number for my flight back from Paris to Toronto to check in and it's about 12 hrs before my flight to go home and I found out they never booked me in! So they offered me a flight with a 20 hrs layover and expected me to accept it
My other option was to refund which wouldn't have covered any direct flight price so close to the departure
After FIVE hours of waiting on their agent to give a different alternative
They messaged me
"We did the best we could, this is your alternative with 20 hrs layover, sorry for the inconvenience"

The direct flight existed still and so many other flights but they didn't want to spend a dime more than what I paid to cover their mistake
They also didn't offer any compensation for this amount stress they put on me in a foreign country
Shame on you kiwi.com
Date of experience: October 19,2023

One of the most disappointing experiences I've ever had was when my ticket was unexpectedly refunded just a few hours before I was scheduled to embark on a long-awaited vacation. It seemed clear that the company's actions were driven by a desire to resell the tickets at a higher price later on. What made matters worse was the complete lack of compensation or any willingness to take responsibility for their mistake, all while they continued to stick to their scripted responses. To add insult to injury, reaching out to their customer service meant incurring a substantial phone bill as the company directed customers to foreign phone numbers.

They even went so far as to make false statements, claiming that the flights had been canceled. I was astonished to witness passengers successfully checking in for the very flights they alleged were non-operational, which only added to the confusion and frustration.

This company's approach to customer service is nothing short of a letdown, and I strongly advise others to steer clear at all costs.

Made an emergency travel booking from SYD to Chennai, 2-hour Layover at Kuala Lumpur. The only information given while booking was to check with the airlines, which said a transit visa could be taken at Kaula Lumpur Airport. Checkin at SYD by Airasia was denied quoting the Transit visa must have been issued before boarding the flight. When I showed the information I found on the net to AirAsia they just said that the source of information was not authentic and made us book the connecting flight only through Air Asia so as to avoid the immigration at Kaula Lumpur. When asked Kiwi.com for a refund for the flights that I could not make it to, they denied obviously. I asked them if they could provide sufficient information at the time of booking (such as authentic websites to check immigration laws, etc., instead of saying "check with the airline website")to whoever is making a booking, you know what they said? They just provide online booking and educating passengers is not their responsibility. The audacity they had was beyond comprehension. My sincere suggestion to whoever is reading this is just to check the flights on any online ticketing site but book your tickets through the official airline's website or any of your trusted agents even if it costs a little more especially if you have connecting flights.

The worst. All in all i booked tickets for Israel 20-22 of October, before the war even started. When it began, i contacted them asking for a refund as there is a war and nobody would want to fly there, they advised me that the airlines do not offer refund. So i went ahead and paid 30 euros extra for the kiwi insurance, and then i therefore requested for a refund (before the flight got canceled). So the flight gets canceled and they therefore tell me i am not eligible for a refund because i requested for one before the flight got canceled! Thieves! Never ever ever again! Zero understanding with regards to the situation thats going on in israel right now! Who wants to fly to a war zone?! Ridiculous!

You better guys watch out, don't deal with this piece of $#*! kiwi they're thieves and scam, negative service, company without super visors they never solve customers problems, i advice you guys don't book with them stay away before they get you money

A fuir! J'ai réservé un vol qui a été annulé. La compagnie me proposait de soit une modification avec frais additionnels plus élevés qu'une nouvelle réservation, soit un remboursement. J'ai donc opté pour le remboursement je n'ai jamais eu de retour de la part de Kiwi.com

Do not book through this website! My entire airfares were loss. They said the cancellation was voluntary.
They inform I should call them before cancelled. But where is the phone number to call when I pull up my flight schedule? None. No note indications to warn of clicking the cancel button. Nor there was any drop down window that give choice of Cancellation. All that is visible is CANCEL/Refund, see the lower photo. That is what I clicked. It was the wrong choice they told me AFTER the FACT. They told me to go back to their website to search for other options. If so, why didn't they provide the warning at the ticket itinerary. When I pull up my itinerary online, the Cancel/Refund is clearly visible in bold black. I had picked the wrong choice. Now, they told me afterward, No recourse and they would not go back to the airline to negotiate for a partial refund or credit. Nothing, I have loss the entire airfare I have prepaid. No help at all and her English is hard to understand.

When airlines cancel, Kiwi.Com give two options. Neither of those options involved just giving you a refund for the impacted part of the journey. You either must a) Cancel ALL your itinerary with them, resulting in partial (not full) refunds as it was you then that canceled OR b) Accept one of their alternative itineraries which will absolutely cost you an arm and a leg compared to what you could book yourself directly or using Skyscanner. Complete sharks. We personally, and for business fly regularly and will absolutely not use this 3rd party agent again.

I was overcharged for my trip and they purchased returned ticket and included in the price, saying that it was cheaper. This is horrible company, that takes advantage of costumers. They will not provide a proof of purchase of a second ticket saying it was free
Do not purchse from them!