Kiwi.comReviews 2,193

After booking my flight ticket on kiwi.com for a coming trip pf mine, I will never use this site again for booking. Will never recommend it to anyone.

Basically it booked 3 tickets from different airline for my trip which is pretty good. But there is not enough information about what includes in my tickets on the checkout page.

In the end I found out what they booked for me are actually basic packages - no seat and no meal is included. I must go to the airline websites to top up in my ticket.

So, in the end it costs extra, a lot, just for adding seat numbers. And it wasted loads of your time.

But if you book the tickets from the airline websites directly, it is way cheaper. No hassle. No 'hidden cost'. No time wasted.

Moment of truth: after spending hours checking all my tickets with the airlines and got all my booking details. I found out that I have been over charged by kiwi.com as below.

The total actual price is about MYR 2271. 44 only, but I was charged for MYR 2674. 81.

Below are the details:

1. Penang to Singapore
MYR 153.00

2. Singapore to Athen
SGD419.3 = MYR 1247. 42

3. Athen to Budapest
186.99 = MYR 871.02

The total:

MYR 153.00
MYR 1247. 42
MYR 871.02
---
MYR 2271. 44
---

So, there is about MYR 403.37 (about EUR 86.75) has disappeared. This amount of money should be distributed over my ticket. But it is not.

It is completely a rip-off. It is really bad to 'scam' customers like this.

What an unscrupulous website / company. Really. I have learned a lesson. Thank you.

At first. I booked one way ticket from ICN to Honolulu. But then few days later, my departure date had to be adjusted, so I had to postpone my day to leave. In Kiwi.com website, it allows you to change the existing reservation. So I postponed my date to leave and changed the airlines. I switched into one way ticket from ICN to NYC. There were two stop overs (Honolulu and Kona). Even though my reservation flights were going to the U.S., due to the low fare, I had to pay for the baggages I brought. I had to pay kiwi.com for 1 carrier (7 kg) and one checked bag. But the first three airlines allowed me 2 checked bags free because they were heading to the U.S., but then United Airlines charged me 60$ for two checked bags in the stop over city, because the seat reserved by kiwi.com was basic economy. I had to pay first for the first reservation and the second one and request the refund for the first one later. The refund process took 30 days to hear the answer. The answer came back as "the tickets are not refundable by the airline companies". It was nearly 500$ and kiwi.com says it is not refundable, although website allows you to freely change the reservation until 48 hrs ahead of your departure. My travel experience was so so, because depending on airlines, the baggages allowed were different. The customer service is bad, because some phone number never exist (Korea phone number).

Do not book with kiwi.com. I made a huge mistake of doing so. Booked my ticket but made a mistake in date so tried to contact someone for help. The process was a nightmare in which they kept sending me the wrong options. Turned out they read the request wrong and wasted weeks of my time. I gave them a bad review on trustpilot and it worked like magic-a guy calls me immediately. After trying hard to fix the dates for me (which didn't work and I had to buy an extra ticket with a different company)he asks me to remove the review. I decided not to do that until I'm done with my travels. It turns out I need to buy more luggage, so I wrote them but still no answer (flying out tomorrow). Tried booking into my account on their website but it doesn't allow me to do that at all.
The. Worst.

P.S. Waiting for your call, Eric

I booked flights through this company for my mother, her flight path was London, Israel, Istanbul, and then Auckland.
On the receipt it showed that we had all of these tickets booked and read to go, but when she tried to check in for her connecting flight in Istanbul she found out that Kiwi.com had in fact not book her flight to NZ. She had no way of contacting us to let us know what had happened for the first evening she was there. During the days she was there turkey almost fell into a coup and services had been halted, Luckily she found some generous locals that allowed her to use their internet.

In the end it took me almost two days to get kiwi.com to book her the flight she had paid for, I obviously would have book a new flight asap but had no money. Like I said it took almost two days of phone calls, most of which I spent being passed around from one person to another, which seemed to me like they were just trying to ignore me until I gave up and went away.
Do not book your holiday with these guys.

Never Again!

My daughter was booked to Stuttgart from SFO with a layover in Manchester, UK. The first flight was 90 minutes late making my daughter miss her connecting flight to Stuttgart after going through customs and security. We tried contacting Kiwi directly but the only " help " was animal contact with a button to put you in the " front of the line ". There was no phone number to call and speak to someone, directly. Needless to say, we were contacted 9 days later by email. During the 9 days, we booked another flight to Stuttgart for the next day and put our daughter up in a nearby Hilton.We immediately put in for a refund for the unused portion of the flight from Kiwi. Kiwi contacted us via email 9 days later and stated that their were no refunds available, whatever that means. I then called and spoke to " Customer Service " and was put on hold 3 times for 5 - 10 minutes each. The attendant, after speaking to several supervisors, stated that there were " no refunds available " per their Terms of Service even though they were contacted immediately per their Terms of Service with no answer until 9 days later. I'm not sure what they expected as contact. Did they expect my daughter to sit in the airport for 9 days waiting to be contacted back? Manchester Airport only gives you 1 hour of internet service not 9 days to check her email waiting for a reply from KIWI.COM. So, in closing I would highly recommend AGAINST using KIWI.COM unless you like to gamble with your hard earned money.

Here 's their response when you email to their support email:

Dear Customer,

Thank you for your email.

This is a very busy time and it may take up to 1 week to receive a response.

Self-service

Did you know that you can use our self-service technologies to:

Add extras like baggage, insurance, seating, pets, etc

Change flights

Update or change passenger details

Add passport/ID details for check-in

Download e-tickets and boarding passes

And much more

Please use our mobile app or visit Manage My Booking to solve your request.

If you're unsure about anything, try finding the answer with our Smart FAQs.

We're doing our best to get to every request as quickly as possible and we apologise for any inconvenience.

Thank you for your support and patience.

Customer Support Team,

Kiwi.com

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SEE HOW ITS CRAZY?
IF YOU ARE LUCKY THEY MAY RESPOND IN YOU A WEEK. OH MY GOD, WHAT A JOKE. NOT COMPANY AT ALL. PLEASE PEOPLE STAY AWAY FROM THEM AND SAVE YOU MONEY PLUS NERVES. THEY WILL MAKE YOUR LIFE MISERABLE BEFORE YOUR TRIP.

My Son's Luggage was lost in the airport of the transit country because this Kiwi website did not mention in the booking that tickets are separate and not a connected flight, besides, they are not helpful at all I tried to contact them they told me we have nothing to do.
Run away from this trash website, they booked fake tickets our cost were more with 1000 $ to bring my son home as he booked flights from this trash website and many international calls.

Great experience. I had booked my flight from Boston to Barcelona with them.
One of the flights was with Vueling (worst company ever) and the flight got delayed, then canceled, and whatnot. We lost our connection and Kiwi.com offered the BEST service. They gave us a 4-star hotel, paid for taxis, food, and gave me the next available flight for me to go back to Boston.

The service is the BEST I've ever experienced. Definitely, recommend.

Also, we were running late for our connection and Kiwi is so efficient that they had made the check in for us and sent us our boarding passes. So we didnt have to check in when we got to the airport. AMAZING experience

Kiwi has been a headache from the very beginning. I have been traveling for 42 years and I have never had so many bad experiences making plans for one time. Not only is the whole thing way overpriced, but I found myself having to purchase a landing visa (US dollars 100) just to change from one airline to another with no warning at all. The first time in my life. Kiwi should be forced to close doors. Getting confirmation for each leg of the flight was hell, too. Because of possible problems with the handing of the credit cards and poor communication, I was forced to make international calls all over the earth to make sure I was on the flights. Absolutely no confidence in this fly-by-night company.

I wish I checked all these terrible reviews before booking through Skyscanner. We didn't realise we had to pay extra for luggage, even the low cost airlines in Europe allow you to take a cabin piece of luggage. Now, they want to charge us £220 for one piece of suitcase, I have sent emails and complaints via many sites but I have not had a solution. I am dreading the flights next Thursday as I can see many people have missed flights and didn't get total refunds! There must be an international organisation that controls these kind of fraudulent organisations!

They do not deserve any stars. I did not do my research. I blindly trusted this company to provide the service they advertise. I ended up losing $1071. 00 for the flight and $212.00 for luggage, and I had to buy another flight through someone else. I originally booked my flight through Kiwi.com in March for a flight in July. It got cancelled and they told me they booked another flight for me, but they actually didn't. They just sent me fake flight confirmations. I didn't find out I didn't have a flight until the night before I was supposed to fly out. I called Kiwi.com with a question about my luggage and that is when I found out there was no flight. How can a company get away with sending out fake flight confirmations. They gave me the run-around when I called about a refund. You can't actually talk to anyone in the claims department. The customer service people you talk to just apologize and tell you they are working on it and will call you back, but they never call back. This is my first experience with a company such as this. Definitely buyer beware! I would never use this company again or recommend it to anyone.

I have truly never had a more difficult and terrible experience. The customer service was awful, they honestly made everything more difficult and complicated. We realized only hours after booking our flight that it was on the wrong date and they said nothing could be done and we needed to buy another ticket. So, we ended up calling the airline DIRECTLY a couple days after and the airline told us they simply moved the date of our return flight back to the correct date and did not rebook an entirely new ticket... really?! They are LIARS! By telling us we needed to rebook a whole new ticket then come to find out all the airline did was move the return flight date which was only a $400 charge. We are now out THOUSANDS of dollars. Truly unbelievable- this business will not survive with customer service like this.

At the absolute least we could have received a voucher of some sorts. I have reached out numerous times to customer service and complaints department with no help whatsoever. I will warn everyone I know never to book with kiwi ever again.

I have booked the flight to go india and the travel date is 27th of July. Due to some emergency i have to go to india by 22th july. So I called kiwi.com customer care and they suggested to cancel the ticket and rebook again. So I did cancel my tickets before 8 days of my travel day. Until 27th july the flight is not canceled and exactly 27th i got message from airlines that the flight is cancelled.so they requested for flight cancelation on travel day. They just refund 50 euro where the ticket cost is near by 1000 euro. Earlier it was happened with emirates.com and they have proper option for reschedule and also cancelation and the cost also worth.
But this kiwi.com please ignore this. I just lost my whole money.

After booking a flight and being charged by kiwi, I was sent an email stating that the price that I paid for the flight was no longer valid. I would have to pay a 91% increase in price if I wanted to to keep the ticket that I already purchased. I explained that I had already been charged and that the flight was in 2 days, and I expect to receive what I already paid for without a bait and switch. I was told that I could get a refund for what I already paid, but it will take 10 days to process. I again explained that I just wanted the ticket I already paid for and even if I wanted the refund, it would not be here in time to book a different flight (plus by this point everyone had tripled in price since it was 2 days before the flight! I can with full confidence say that kiwi.com is a scam. When I asked for the address of the corporate office so that I could send them a letter, I was told that there is no physical address of the company (sounds like a scam to me!). They are based out of the Czech Republic, yet everyone I spoke to was in a different country (I believe I spoke to people in India, Argentina, and one I couldnt make out). I would stay clear of this company. Funny enough though, I do know this false advertising is illegal in the USA, but its also illegal in the Czech Republic since they abide in the European Advertising Standards Alliance! Just take my advice and book with a known US firm.

The worst experience that I ever had.
First of all the luggage. They suggested us to call back and add the luggage later, after an hour of waiting to be answered on a call that we were charged for, the customer service staff were just hanging up or disconnecting our calls.
Still now I had to pay double at the airport for the baggage and they didn't even answer me back after the complaint email.
Now I've past my holidays by just calling them with no help at all.
We paid 30pounds each for the insurance and even though this money is not in my bank account anymore no one knows where our 60£ is because the system doesn't show up that we paid it.
After we tried to move the flight forward of a week they made it impossible by asking for another 2.000£ even if we can see the the same flights that they offer on other sites for cheaper than the one that they offered us.
I've gotten terribly sick and even with a doctors certificate to prove that I'm unable to fly for my original departure date. They say that they will refund us 20 of 1300£.

This is just so unprofessional and no one is able to listen to us or help us.
No caring at all, these people only want to steal money and do not provide any helping or assistance.
We managed to get into contact with the supervisor in the London office to only find out how arrogant and useless he was through his complete disregard for our circumstances.
This is a terrible company and has ruined all my holiday.
I won't ever buy anything from these thieves again and I strongly advice to anyone to never ever buy from kiwi.com.

Extremely disappointed. I am currently posting this review all over any site I can on your facebook. I tired to purchase this ticket for about 1 hour selecting the option on Kiwi.com for 24 hour Free cancelation (extra 60-70 bucks). Each time I hit click PURCHASE the website kept the PROCESSING CIRCLE going for around 10-15 min. Then took me back to the original form. Didn't even know if they charged my credit card. After an hour and 3 tires I selected the purchase option with NO CANCELLATION (yes, this was as stupid move but after and hour I wanted to give it a try and was frustrated). Miraculously the payment goes through instantly, no waiting, no spinning circle! GO FIGURE?!?!?! My wife called my from her job and said she would not be able to make the flight. (I am still using the ticket, just need to cancel one) 57 min after the original purchase I requested a cancelation and called into their (horrible) customer service. The informed me they were refunding me 1000 USD of the original 1700 ticket price. Not even an hour had passed. I never wander from airline sites, but this was a short notice flight and needed to find a cheap option. I learned my lesson. Hope this helps you note make the same mistake

So I booked a trip and needed to cancel as my plans had changed. It is over two weeks until my scheduled flight. I had to contact customer service twice: the first time I was told to do everything on the web site and it would be fine: it was not, I wanted to know what method I would be able to maximize my refund whether it be through the site, crediting my card, or bank account back. It did none of those things. So I called back and spoke to another agent. I was hurried off of the phone again. I have been contacted by their customer service department concerning cancellations specifically. I have a better understanding of their position and they have a better understanding of the position one is put in when canceling an expensive trip without knowing what the options truly are. At this point I would say that if you are sure that your trip will not need to be cancelled you have nothing to fear, but of there may need to be a cancellation, take in to consideration that you will not get your money back depending on the chosen airlines and the time line in which a cancellation is made.