Kiwi.comReviews 2,193

Booked internal flight in Argentina via Kiwi.com - the airline changed the flight to 2 days later. Kiwi helpfully did not let me know of this change. In fact I had to let them know of the change after arriving at the aiport on the correct day only to find my flight was not scheduled for today.

The airline itself had notified passengers who had booked directly through them. But Kiwi.com had failed to do this.
Worryingly the airline representatives appeared familiar with my situation and said that they have been unable to contact Kiwi.com when this situation has arisen in the past.
I had to stay for an extra two nights before getting the flight on a later date. No compensation or offer to pay for a rescheduled flight on that day was made. A refund? No chance with this terrible middle man.

Absolutely would not recommend this company. They put connecting flights via India which I required a visa for except provided minimal information around this. I accept some of the responsibility but why are they putting a connecting flight via a country I require a visa for? The purpose of using sites like Kiwi.com is to save money and reduce the effort of searching for the most expedient method of getting to one's destination. It therefore defeats the purpose to plan my journey through a country that I require a visa (minimum £40) and to take a day off my work to visit the Indian embassy. The clerk in Dubai that informed me I wouldn't be able to board my flight took one look at the ticket and said "Every day we have someone like this from Kiwi.com. They just put the cheapest flights together and let the passengers deal with the mess they create". I'm evidently not alone in being massively out of pocket, after paying for a new flight to Bangkok and connecting flights to Krabi, thanks to the useless service Kiwi.com provided as soon as they had my money. Definitely avoid.

We arrived at the airport, with our kiw.com e-ticket, to find out that they canceld our ticket without us knowing. We stranded at the airport without any help whatsoever.
We did not get total refund. Book your tickets elsewhere.

Nowhere on the site did Kiwi ever say that EACH INDIVIDUAL AIRLINE CHARGES FOR BAGGAGE. Your baggage is NOT included. Expect to pay $70/flight per carry-on. When you have 4 separate airlines and 2 bags, your discount tickets now cost more than legitimate tickets. Also, if your bag gets lost, you're $#*!ED. Kiwi will do nothing to find it or help. They say, "contact the airline." Some European discount lines won't even allow US citizens to call or register on their sites. So now the bags that cost you $800 to get to Europe are now lost forever. WORST CON-PANY EVER.

Before I will start describing all awfulness of this experience I want to highlight that people from support is always ready to help and is really polite. But, why I should call this support at all?
The main issue was with boarding passes. We have two different flights on our way from Poland to Portugal. The thing is, that second flight was rescheduled. That is why we had a huge delay in receiving the second boarding passes in a way there. It was noted, that we should receive the boarding passed two days before, and we did not. First, we were promised (me and my friend who have a trip) that we will receive the second boarding pass later this day. When it was the time, we called again, and support informed us that boarding passes might come tomorrow. Although, I had a bus the next day and I won't be able to print them. Sorry, but I do not want to spend around $50 in the airport for printing instead of free printing at my home. Just after the third call not in the nicest mood we received them. As support explained to us, there was a technical issue because the flight was rescheduled. Come on, guys. In the era of high tech, you are saying that problem with rescheduled flights is such big issues to you while using life bot for support?
The same thing was with the way back. While my friend receives them in the morning, I did not receive any boarding passes, while my friend already did. The thing was that we again needed two boarding passe and we were promised to receive second in exact time, which we of course didn't. After a previous case, of course, we were concerned and called to Kiwi a lot. I called two times from the roaming, it took a lot of time, effort and money. After my calls, of course, I receive them. But, why should I do that to simply receive my boarding passes? There were no rescheduling, then why there should be delays?

I am sorry guys, but you are just reselling the tickets from a different company. Your whole business is based on your support, as you are not proposing your own product. Please, dedicate more money in technologies and everything will be okay. But, due to my experience, I will better buy tickets directly (it is cheaper, btw) and do everything by myself.

I purchased a ticket from JFK to Kazan on kiwi.com. They used two different airlines and 2 stops to get me there. First I went with Ukrainian airlines to Kiev and using the same company went to MInsk in Belarus. Once in MInsk I would take a flight to Kazan using Belavia Airlines. The cost was one way $762.

The flight from Kiev was delayed more than 5 hours and when I arrived in Minsk I could not take my connecting flight. It was 2 or 3 am in the morning and I did not have access to wifi and could not call kiwi.com. No one was there to help when landedin Minsk to book you on another flight. Later I inquired with Kiwi.com that I should have contacted them and they would have taken care of it. Unfortunately, they should know that flights are delayed and they should take it upon themselves to provide assistance to travelers but they don't care. I had to purchase another ticket and pay for a hotel which cost me around $350 extra.

When I called a few months later once I got back to the US to at least get reimbursed from the extra expenses I incurred, they investigated and told me they would have a reply within 40 days. I never received a reply and 2 months later I contacted them again and they denied my claim because I should have called them at the time of arrival in MInsk. Even though I explained that I had no wifi and I was forced to purchase a ticket at 2 or 3 am when the airport was completely shut down for the following day (there were only a few spots available and I had to pay a business class fee), they claimed that I should have contacted them.

Nevertheless someone is responsible and they did not bother compensating me. Needless to say, this company has no integrity, doesn't follow up if passengers get stuck in the middle of nowhere, and they don't want to take accountability. The airlines are not responsible and the website is not. Beware if you purchase tickets through them.

The entire process with Kiwi felt like a big scam.
Time and again, i tried to get service, and was unable.
1. since the booking is done through Kiwi, their email/credentials are used - which prevents customer from logging in to the airlines websites, and Kiwi is not willing to provide the required information for log in.
2. about 10 minutes after i booked my flight i wanted to change it. In Kiwi's website it says that as long as the reservation wasn't forwarded to the airline, changes can still be made. However - through the website + customer support i wasn't able to change the flight. After checking - they said changes can only be made after the flight is fully booked and approved.
3. I paid for extra luggage (checked-in), and wanted to cancel the payment - they said it will take up to 30 days to know if it can be cancelled or not.
4. i wanted to reserve sits. In the airline website it says that children under the age of 12 don't have to pay for reserved sits, however Kiwi did charge for these sits.

The general feeling is just of a big scam, and that their customer support is doing everything in their power not to help

I made a mistake on booking with my name and reported it same day. They came back to confirm it is fixed. Mistake only on my name. Now i must pay 4 new tickets for me and my wife for these 2 flights. After more tha 1 month i checked my flight details and want to book seats and realise airline cancel one flight with no refund and without letting me know. Now they want me to sort out the problem while already on holiday and have to buy tickets again. This is so pathetic!

I have never had a $#*!tier travelling experience in my life. This is the worst air travel forum. They make the booking themselves instead of booking it under your email so you can't make any changes to your check in or itinerary without going through them.

They failed to inform me that I have to check in baggage with them before 48 hours of my flight. Generally, you can add baggage up to 2-3 hours before your flight. However, I was not able to go and add baggage and had to pay 50 euros for both connecting flights.

Not only this but they did not provide me with a boarding pass for my flight from Santorini to Venice. They said to show eticket at the desk to check in for free but I had to pay another extra 30 euros to check in.

The customer service is terrible and they are not very helpful, even though they are responsive.

I thought I would be saving money. Yet here I am 150 euros deep.

AVOID USING KIWI.COM AT ALL COST!

We have repeatedly tried to use kiwi.com for flight booking as the prices are cheap. However everyone one of our bookings has had a major flaw - directly the result of Kiwi.com's incompetence. We have then had to expend major time and effort to chase up kiwi.com to get our money back.
The most major of Kiwi.com's mistakes has been double charging our credit card for $1500 worth of flights and refusing to refund us. On another occasion we were stranded partway through 3 flight connections as Kiwi simply did not book the remaining flights. And finally having to pay exorbitant airport fees for printing boarding passes which kiwi.com would not allow to be printed prior as the website assured us online only would be fine. We did obtain refunds after contacting kiwi for these 2 incidences, however kiwi.com has refused to refund the $1500 stated above.

The prices on kiwi.com are cheap but be warned our 100% strike rate on hassle and endless emails to Kiwi afterwards does not make it worth it. I do not recommend this website.

My worst travel Experience using Kiwi.com

Extremely poor customer service. I was stranded in Mallorca with my 82 year old Father. They didn't offer us hotel overnight or anything else. They promised to buy new ticket within 2 hours but gave us a ticket first after 8-10 hours. At 9 pm they promised to book new flight within 2 hours but in reality we got the new ticket first around 7 am next day spending the whole night on the seats of the airport.

If they would be honest to tell us it will take 10 hours to hear back, I would at least book a hotel so my 82 year old father could sleep. I called 20 times and each time they promised me within one hour...

Very Dishonest Company!