Kiwi.comReviews 2,193

I have reserved 7 flight through Kiwi with Spirit Airlines. Within 24 h I realised that I made a mistake on the flight date. I made a change and saw that Kiwi wanted to charge for both flights. When I told them I thought I could be reimbursed, they told me to go through the refund process on their website. I did.
Just to make sure, I called Spirit and explained the issue. They said that they would fully reimburse Kiwi because the change was make within 24 h and it was an american law.
Today, I received the answer for my refund request and Kiwi said they could not get reimbursement from the airline and I would have to pay double.
When I tried to reach them to tell them there had to be another way, all of their contact information on their website was 'temporarily unavailable'.
I feel like they have stolen from me.

Please do yourself a favour and never book any flights through Kiwi.com. After my friend and myself booked our tickets two months in advance with no visa requirements stated by Kiwi.com, we arrived at the airport just to be told that we cannot fly from Kuwait to Thailand connecting in India, as we do not have visas to connect to our next flight to Bangkok. We paid 428 KD for our tickets and were refunded a ridiculous amount of only 30 KD. There are no contact numbers available or anyone to assist us. They used the cheapest connecting flights in order to save themselves money and never stated on any of their requirements that additional visa applications for India would be needed. We ended up booking new flights from another airline company in order to get to Thailand, which you can imagine ended up costing us another large amount of money and time wasted. We were travelling for a wedding and ended up missing vital parts of our friend's special day. If anyone knows where I can report this company as fraudulent it will be greatly appreciated.

I faced a very bad experience yesterday with KIWI.COM.
My booking number with KIWI was *******.
Momondo recommended the Kiwi.com flight which had transits at Kiev, Ukraine.
No Visa requirements were mentioned in the tickets at the time I booked the tickets.
I along with my friend was refused to board the flight at Copenhagen airport on December 19,2018 by Ukranian International Airlines. We were told visa is required to board the flight even though the transit time for catching our flight to our destination Dubai was only 4 hours.
We learned through our friend in Ukraine that 2 weeks before (after we booked the tickets), there was a policy change by Ukraine due to war situation which KIWI.com didn't inform us in whatsoever manner. We called KIWI.com at 3 am in the morning at Copenhagen airport, where they told they told they can't help in any manner and they won't take any responsibility. I told them the policy change happened after we booked and KIWI.com should have at least informed the customer regarding this. They replied we can contact your embassy (at 2 am in the morning! WTF). So, future travellers, please keep in mind that all the stuff like KIWI.com' guarantee and stuff like that are just useless and it won't come to your help if you book tickets with KIWI.com
I was then directed to opt for KIWI refund in the form of credits instead of the cash as it cash form refund will take 30 days and I won't be able to reschedule the flight using that. I was also told KIWI credits will get credited within 1 hour and they will help me reschedule the flight from the Copenhagen airport then and there. Then only I was realized that I was cheated again, and I didn't get the KIWI credits also till now. So, I lost almost 1200 USD (10,000 SEK) for the two tickets.
It is a pity that a reputed website like MOMONTO recommends and lists such untrusty and fake websites like KIWI.com on their website.
I am writing this only to help future travellers to never trust KIWI.COM and book flights with them even if it is way cheaper than other airlines as you will lose all your hard-earned money.

*******553

After successfully booking an international flight (almost a month before the flight was scheduled), kiwi.com told me that I can only check in for the flight in-person on the day of departure. Long story made short, that was not the case. In reality, we were supposed to check in online a few days before the flight, but I was not made aware that was even an option. In fact, kiwi.com explicitly made it known that checking in at the airport was the only option. Because of that, our flight was completely booked up, and to make matter worse, our return flight was completely booked up also. THIS MEANT THAT I HAD TO PAY FOR A NIGHT AT OUR RESORT THAT WAS NON-REFUNDABLE (for the day of our original arrival date), AND I HAD TO PAY FOR AN EXTRA NIGHT AT A SEPARATE RESORT (for the day we had to extend our stay since we could only catch a return flight a day after our original return date). To make matters even worse, kiwi.com told me that they cannot give me a refund. By the way, kiwi.com has a so-called refund guarantee for anything "related to airline cancellations, delays, and schedule changes". Unless you want this happening to you, or any other similar situations, DO NOT USE KIWI.COM.

Had to cancel international flight after Kiwi.com made it clear only after the purchase there was to be no check baggage. To put checked baggage on the flight it would have cost upwards of 200 euro. When requesting a refund they only refunded a total of 34 euro, in which they too 20 (for a flight costing more than 600 euro) The requested cancellation and refund was made immediately after purchase (same day) and would have in no way affected either kiwi.com or the flight provider. Disgusting service with no remedy to problem, seems there are multiple issues with other customers dealing with similar problems. UNSAFE to use as a consumer.

I had to book an emergency flight for a really important reason. I booked a ticket and the payment was done. After that they started asking for picture and passport picture which is completely wrong and unnecessary. I had to wait for document verification and I still hadn't any security that I would fly. The picture verification was unsuccessful because of bad quality of the picture which was very good but the system didn't approve it so my booking was cancelled and I lost one day. The money were trapped as a pending transaction for 10 days until it was cancelled and I couldn't book another flight from this account cause of insufficient funds. Also charged 1,5 pounds for this. Worst company I know

I will NEVER use KIWI booking again. My son was flying from Seattle to London to Mallorca, Spain. His flight to London was diverted ti Iceland due to a medical emergency. When he finally made it to London he had missed his connection. He called KIWI and was directed to another flight which he had to pay for himself and was told by KIWI representative that he would be reimbursed. He was not offered any food or hotel vouchers and spent the entire night in a chair at the airport. Once the trip was over and we contacted KIWI for the promised refund we received nothing. I attempted 3 times including going straight to the airline, but never got anywhere.

My recent connecting flight was missed as the time-frames of each flight was impossible to keep (as per US customs and additional unplanned delays), no assistance from either airline as one passed me off against the other and was stuck in Miami airport for 24 hours without a hotel. I also had to pay an additional £480 for another connecting ticket and unplanned extortionate exchange rate dollar airport conversion rates... If I hadn't have paid the £480 I would still be in Mimai airport now, as their earliest next flight was Thursday 13th December - after landing on Saturday 8th December...

Kiwi.com obliged me to buy a new ticket for my daughter because I have made a mistake in her birth date - no amendments are allowed. I have notified them the date i booked the ticket, yet they took my request in consideration 3 months after. It is been 6 months I am waiting for the reimbursement, they tell me that my airlines is being late and not answering their email. By calling my airlines, I realized that they could have make the change without the need of buying a new ticket, as well as they are not involved in the ticket reimbursement.
They are not professional, they are stealing clients, and they create problem when there is no problem.
Also, the connection flights is a real lie as well.
I do not recommend anyone to buy tickets from them.
BE CAREFUL.

After having trouble with my reservations I had to cancel my flight. I was told that I could get a refund. Kiwi.com refund me $42 of 561. I would suggest to anyone not to use this service under any circumstances. The customer service agents don't understand each and aren't helpful to anyone with questions. They often hang-up once they don't understand your questions or ask for a manager.

They have poor customer service and do not care to fix any issues you may have.

They booked a round trip between Istanbul and Frankfurt without letting me know, although I bought for a single strip from Istanbul to Frankfurt! Two days after I came back in Germany, I received an email from Lufthansa that I need to check-in for the flight back to Istanbul. I was surprised, because I didn't book this connection. Also in the booking confirmation from kiwi.com, it was written that I booked a singel trip from Istanbul to Frankfurt.

I called Lufthansa, and they said someone booked it for me. I called Kiwi.com, and they said "well, we book sometimes a round-trip instead of a single trip, because it is cheaper. You can ignore this booking."

First, Kiwi should communciate transparently with their customers that they book a round-trip. I was shocked when I received the email for online check-in from Lufthansa for the booking I had never seen before!

Second, some airlines put passagengers in black-list, when they frequently don't show up at the airport and ignore their booking. There are reasons why round-trip tickets usually cheaper than single-tickets! Without explaining this risk to customers, Kiwi should not do such things!

The operator kept saying "I don't think there is a problem". But it is her personal opinion and the problem is the fact that their communication was not transparent and what is written in the booking confirmation is different from real booking registered in the airline's platform. I will never ever use this agent.

My situation was like this:

1. Flight Guangzhou -> Beijin -> Vladivostok
2. The 1 flight landed Ordos instead of Beijin and was delayed for 2 days (!)
I spend 1 night in hotel in Ordos
3. After we landed in Ordos the very next time I call to Kiwi.com to ask to change my second flight (because I already missed it). They say they can do it, but I need to pay 600 USD more.

Finally I had to buy a new ticket by myself (Ordos ->Hongkong->Vladivostok). Then I asked for refund because I missed connection flight and I get only 27 USD refund (for 400 USD tickets)

***

Resume:

Kiwi.com "garantee" for connection flight mean:

Even if you airplane landed in another city and you stuck for 2 days we will "help" you a lot: you will buy everything buy yourself. You will need to get out of city like Ordos first (pay by yourself of course). Then you will need to buy tickets to get to your final destination.

And when you ask for refund you will get something like 30 USD. And "we will find free alternative for you if you missed flight" mean you will need yo pay extra 600 USD.

PS My booking number is 18***27

I booked a flight with Kiwi.com from Boston to Los Angeles, and then decided to cancel them within the 24 hour cancellation window. However, Kiwi refused to cancel the tickets unless I agreed to an undisclosed fee. I ended up cancelling with the airlines (Jetblue and Delta) directly, and was told that Kiwi had used cash (in indian rupees!) to pay for the flight, and they would be issuing a check back to Kiwi. I also called my bank to dispute the charge.

I received email around 6 am from kiwi.com regarding my tickets from Baltimore(USA) to Kiev and realised that i have to pay a check in fees for 3 airlines at the airports because I've just missed 2 hrs window to do it on line. This is absolutely scam and I guess they. Have an an illegal agreement with the low cost airlines in order to get more money from you. A horrible company. Stay away.

Washington, D. C. Kiev
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WOW air
Washington, D. C. - Reykjavik
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You must check in at the airport (a fee may be required)
Online check-in on our site was available until Sun Nov 25 23:05 PM UTC
WOW air
Reykjavik - Copenhagen
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You must check in at the airport (a fee may be required)
Online check-in on our site was available until Mon Nov 26 06:30 AM UTC
Ukraine International Airlines
Copenhagen - Kiev
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You must check in at the airport (a fee may be required)
Online check-in on our site was available until Mon Nov 26 12:20 PM UTC