Kiwi.comReviews 2,193

My 18 year old daughter booked a trip from Toronto to Spain for her and her girlfriend.
He friend had a problem and had to cancel so 16 hours after booking this 2800. 00 trip she contacted KIWI to find our her options 1) what she would get back of she cancelled completely or 2) cost to change the date of the trip or 3) Could she get a credit to be used later No one would provide her with any costs to allow her to make a decision. They claimed it would be 30 days to determine the credi

I called them the next day to try and get answers... the same crap and no one to escalate it to. The person Grace ******* claimed she waited too long and that it was over 24 hours... after proving it was less than 16 hours when first contact was made the policy was only for US travel. Grace promised a follow up call or email within 6 hours... no contact So the next day I called again and spent 2 hours on the phone nothing but a promise they would sent an urgent email to refunds... so now today she got an email offering 152 euro credit. So i called and again asked to be escalates after going through the whole process again after 20 minutes on hold they disconnected me.

STAY AWAY FROM KIWI AKA SKYSCANNER

Biggest regret of my life!
I recently flew from Ireland to Greece and back with KIWI. I have ever encountered such bad service and an unwillingness to solve problems that occurred along the way. The following are a list of the mistakes that KIWI enlightened us with (or in most cases didn't let us know at all):

1.20K luggage paid for but was not included when we went to check in on the way over.
2. A day before we were due to return ONE of us got a phone call. They rescheduled our flights to come back a day late, and instead of two flights we had to take three! The lay over for the last being 11 hours. On top of this they said that we would have to pay an extra 90 each, although it as their mistake and we had already paid for our flights? We agreed and ensured that the luggage was paid for the way back.
3. Shocker - the luggage wasn't booked in and we had to pay extra again.
4. For our last flight back to Dubin, KIWI put the wrong time of the flight on our e ticket. Good thing we checked at the airport.
5. We were on the phone a few times to KIWI during these mishaps and they didn't resolve a thing. Instead they put us on hold for half an hour and came back and said there was an error! We still had to pay extra regardless...

We ended up paying an extra 150 on top of everything and spending a night sleeping in an airport - what should have taken 5/6 hours, actually was 30 hours. But no refund from them will be given apparently. On top of that we ended up missing the last day of our holidays.

As you can tell they were nothing but a big inconvenience. I've never experienced such hassle while traveling. I guess I'll know better next time.
NEVER AGAIN!

I can only relate our excellent experience, of just yesterday. Our college student son was on the return leg of his trip to Europe which had been booked through kiwi.com. Yes, I know all the complaints posted about the service but, in my view, for low cost flights, you get what you pay for in terms of layovers, inconvenience, length of travel etc. Certainly for a 21 year old young man, he can handle it - and even full fare travel is not what it used to be.

The issue arose after he arrived at Stansted Airport in London, where he was to transfer to his flight back to the US. After deplaning he was required to go through immigration and/or customs and/or passport control. However, the line was so long and moved so slowly that he missed his connecting flight through no fault of his own.

I called the customer service number for kiwi. While admittedly it took several calls, ultimately I was connected with Marcus who moved heaven and earth to make things right, honored the kiwi.com guarantee and fixed the problem. I should note that our call was twice disconnected (not sure why) but Marcus dutifully called me right back.

Stansted being a smaller airport, the options were extremely limited and required an overnight stay. New return flights were booked and I ended the phone call satisfied the issue was resolved. Marcus unexpectedly called back about an hour later to advise that the newly planned flights had been overbooked -- but offered an alternative pair of flights through Reykjavik, which we accepted. He also offered a 75 Euro credit/refund towards a hotel room. His efforts could not have been more appreciated.

As I write, my son is waiting at the gate to board his new fight, automatically checked in by kiwi and confirmed at the counter, boarding pass in hand, and we will see him tonight. I would not hesitate to recommend kiwi.com, so long as you recognize the limitations of low cost travel.

P.S.: Being a college kid he opted to spend the night at the airport with a bunch of similarly stranded travelers (not kiwi customers) as it seems this is an issue at Stansted - or at least it was yesterday. So we will not be asking for reimbursement for a hotel stay after all.

Wish I could give them zero stars! Very unprofessional outfit!

They booked me on a flight that did not fly on that day! When I arrived at the airport on a Wednesday, I learned that the flight I was booked on did not fly on Wednesdays! The airline, Alaska, booked me on a later flight at no charge ( thank you Alaska!), but any professional agent should know what days particular flights don't fly.

My complaints were ignored of course. Not ever an acknowledgement or apologee. Just total silence.

Will NEVER deal with these people again...

Booking number *******:5 days before my trip to Madrid I receive an email from Kiwi stating that my flight has been changed 6 hours after the original landing time. This means not only did I pay for an extra day of my hotel, but I'm missing 1 of the 3 days of a festival I was attending.

I've spent over 3 hours on the phone today alone trying to book a earlier flight and the best that I've been offered is a change of flight at over $650 difference, even though their website offers an earlier flight for only $100 difference.

I was told I would receive a callback from a manager and I got a call from someone who literally didn't speak a word for a minute and hung up. I was promised a followup email on an alternate flight and have received nothing.

I will never make the mistake of not booking directly through the airline in the future.

I booked online on March 5th for an August 4th departure. On June 6th, I received a notification from KIWI that the airline has cancelled the route my flight is on. First rep said they will find me another flight. Never heard back from him. Next rep suggested I request a refund. I did. Response 6 days later was that my flight is non-refundable! I called them and they said that information was directly from the airline, nothing KIWI can do. I called the airline, who immediately said it is 100% refundable and that $988.99 it is going back to KIWI. I paid $1185. 26. Kiwi is keeping the difference as their service feeyet they say they cannot disclose what their service fee is. Clearly it is about 17%, which is the $196.27 difference. I still am wondering what service they provided me, as I see none. To add insult to injury, I have to wait until end of July to receive the less than full refund. AND I have to find another flight somewhere, and be out all of that money in the meantime. NOT cool. At all. Reservation #*******.

Terrible experience. Both flight times changed so that a one hour delay became a 5 hour delay. Notified Kiwi I would then miss an international flight from Europe to Australia. After not hearing back for days I called multiple times, sent emails, and sent them messages on Facebook. My situation was never resolved so I had to cancel my tickets and spend a fortune booking new tickets. Still have received no refund. Absolute disaster in customer service. Don't book with them.

Booked a flight with Kiwi.com (I'll never make that mistake again):
I paid extra to reserved a seat, I received confirmation from KIWI but my seat wasn't reserve.
I had to pay double at the airport to get the seat I need (I have knee problems and need to seat in the aisle).
Sent an email to Kiwi asking for a refund for the service they didn't provide.
After 4-5 emails that I sent them, Kiwi answer was:
"Remember that we charge a 20 EUR handling fee for all voluntary cancellations. This fee will be deducted from the final refundable amount. If the refundable amount is less than or equal to 20 EUR then we wont be able to provide a refund."
(And if I want to call costumer support I have to pay 4 NIS per minute)

This Kiwi.com is a joke. Stay away from it if you don't want to waist time. Below is my experience:

I and my wife booked two round-trip tickets from LAX to Paris from kiwi.com on May 9th. No seat selection steps were given during the entire booking process. On June 26th, I went to kiwi.com website trying to get the seats secured. Under the "managing my booking" section, the seat selection feature was disabled. A message popped out advising passengers to go to the airline counter at the airport for seating.
Afraid of not having an aisle seat at the departure, I decided to give kiwi.com a call for the seats. The holding time of the call was 45 minutes before I could speak to an agent. After hearing my experience with the website, the agent told me that he would pass my seat request to their "relevant team". He promised me that within 48 hours I should receive an email with a seat selection and payment link in it. By clicking that link, I can finish my seat selection and pay for it.
Today, after 6 days of waiting without receiving any emails from kiwi.com, I called them again. This time the waiting time was nearly 1 hour. During the waiting time, I tried their website again. Surprisingly, the website allowed me to selects seats today, but the subsequent payment process could never go through (yes, seats cost money these days). The lady who finally picked up my call was answering from Fiji with strong accent. After hearing all my complaints, she gave me the exactly same solution as 6 days ago by the first agent, that is to wait for another 48 hours for an email... blah blah. When I asked what if still nothing shows up in my email in next 48 hours, her answer was: "call us again!"
I'll keep this drama updated here to see how bad this will go, stay tuned...

That's the scam. You buy ticket, they take payment then send you email that they need to confirm your identity and you have to call them. I sent the email and they told me that I have to call. Their line is always busy and they put you on hold. Waiting time was 15 min. After 15 min waiting time was 10 min and in 30 min waiting time was 5 min. Then line disconnects and you have to call them again. If you do not call them they cancel your reservation and keep your money for 10 days. Will see what happens in 10 days. I hope i do not need to call them to get my money back as there is on 1-800 phone number. I had to call UK from the US and paid $15. DO NOT BOOK ANYTHING WITH THIS COMPANY

Never ever but tickets from this scam company!
Here is my story.
I booked a flight from Gothenburg Sweden to Split Croatia. The first connection was from Gothenburg to Hamburg with Tzech Airlines. The next from Hamburg with Eurowings. I had a dog with me and it was booked at the same time. The payment for the first connection was supposed to be paid at the airport. When I arrived at the airport I was told that there was no booking made for the dog. I could not make a booking and payment at the airport since Czech Airlines had no office at the airport. I called Kiwi and was put on hold. They never came back to me... Meanwhile on an other phone I called Czech Airlines direct. I was told that the booking for a dog must be made 48 hours in advance. But since I was in that situation they helped me anyway. I made a booking and payment for the dog on the phone. Meanwhile the check in closed and it was to late for me to get on the plane. Therefore I missed both my connections. I had to buy a new ticket for the next day.
Kiwi told me to fill in an refund application and send it to them. They told me it would take about a month to get my refund.
I did so. Now one and a half months has passed and no answer from kiwi. I have sent emails to them and no answer from kiwi. So they simply stole my refund and there is absolutely nothing I can do about it except warm others. Maybe Kiwi is ok if everything goes well but if you have any problems your on your own. The waiting time on the phone is extremely long... And you won't get any help if it's urgent. Kiwi is a small company with it's seat in Brno Czech republic. So whatever you do don't buy tickets from this scam company.

My boyfriend was flying internationally, and wanted the cheapest option possible, so he booked with Kiwi. His first flight was delayed several hours for weather issues. Kiwi was actually really great and rebooked his second of three flights very quickly. However, they refused to rebook the third leg, which he was also missing due to the first delay, until he arrived at his second destination. Once at his second destination--now international so I was making phone calls for him--Kiwi promised to rebook the flight within four hours. Five hours later, I tried to call them because no rebooking was made, and I had to wait an hour before finally getting through. By now my boyfriend had less than an hour to catch the last plane to another destination that would get him to his final destination on time. I explained the situation as quickly as possible because the airline was telling my boyfriend he had only minutes left to book. The man on the phone said "okay", went silent for four minutes, and then the call disconnected (my service was perfectly fine). Afterwards, I sent an email to Kiwi.com using their website, which said I would get a response within two to four hours. It's now been another six hours, and still no response. You may have cheap flights every once in a while, but every once in a while you're going to have to pay for it, too, because Kiwi doesn't fix the issues they say in their Terms and Conditions they will fix.

Despite very busy I promised to myself that I would have not forgotten what happened to me with Kiwi.com and that eventually I would have left a bad review to them.

I have been a Kiwi.com customer for 2 years so far but over the last 3 months each and every time I called them, they either left me waiting on the phone for 40 to 60 minutes (and eventually not being helpful at all on the phone) or not answering my phone call at all.

2 weeks ago my flight from Cork to London Stansted got delayed by 8 hours and 20 minutes (from 2:55 PM to 11:15 PM). Because of that I missed my next flight (still booked through Kiwi.com) from London Stansted to Bologna (Italy).

Despite my numerous calls to Kiwi.com, nobody answered and after 1.5 hours of waiting on the phone I had to fix this problem directly with the Airline company (Ryanair) who put me in the next flight the following morning but I had to stay overnight in an hotel in London Stansted for which Ryanair will pay for. Issue aside, the policy of Kiwi.com says explicitily that they "guarantee" the flights (these were both flights purchased with Kiwi.com with more than 3 hours of gap between eachothers) but Kiwi.com didn't take responsibility of this problem at all and they DID NOT EVEN bother to call me or to send me a text message to inform me about this huge delay.

I WILL NEVER EVER buy one single ticket with Kiwi.com. They lost a loyal customer and I will also spread my bad experience with them on all the social networks and between my colleagues and friends for a long time.

This is not a professional service.

STAY AWAY FROM KIWI.COM!

Kayak sent me to this booking site. Having trusted Kayak before, I didn't investigate "kiwi".
Well! Kiwi is a the worst choice to book with. This booking was for a family member who had to travel across the ocean after her mom suddenly passed away... Now, in the most distressed situation, already at her destination, this family member has to deal with some sort of fishy process that was not required for the purchase of the ticket to get there. Kiwi is holding her money, but not issuing a ticket under the guise of a verification process, which cannot be completed because the site freezes. When attempting to call, she had to wait 50 minutes, and on minute 48 the connection dropped...
So, at this point, Kayak cannot be trusted for its recommendations.
I will no longer be using Kayak.
And will most certainly stay away from Kiwi!

Stay away from this company! The website is purposely faulty( auto-fill-in) so you pay extra in order to make changes to your reservation. I tried to change the name on the ticket and they canceled it without my consent and now they will not give me a refund. Getting a hold of them is very difficult and time consuming. I emailed them repeatedly and I was hung-up on after waiting 45 mind on hold. When I was finally able to talk to someone the about the mixup the only things she keep saying is that the airline does not give refunds. I am out $820.
Stay with the well known company and keep checking for lower rates. This company scams people that are looking for a deal.

BOOKED A FLIGHT TO EUROPE FROM US. AFTER PAYING, WEBSITE SAID NO BAGGAGE ALLOWED SO I IMMEDIATELY CANCELED TICKET. CALLED KIWI FOR MY REFUND AND WAS PUT ON HOLD FOR ALMOST AN HOUR. THEY SAID THEY WOULD CHECK INTO MY REFUND BUT THERE WOULD BE PROCESSING CHARGES. THEY ALSO SAID THEY WOULD FOLLOW UP WITH ME THE NEXT DAY. NO CALL OR REFUND AND ITS BEEN A MONTH AND THREE DAYS. TODAY I RECIEVED AN EMAIL FROM KIWI. COM. THEY ARE CHARGING ME $371 FOR CANCELING A TICKET THAT WAS BOOKED AND CANCELED WITHIN 3 MINUTES. I CALLED KIWI AND WAS PUT ON HOLD ANOTHER 45-60 MINUTES AND WAS TOLD THERE'S NOTHING THEY CAN DO. TOTAL FRAUD. THEY DON'T MENTION NO BAGGAGE UNTIL YOU PAY. CUSTOMER SERVICE IS THE WORSE AND THEY SIMPLY COULDN'T CARE LESS. PLEASE, IF YOU'RE READING THIS, SPREAD THE WORD NOT TO USE THIS WEBSITE. THANKS

Complete scam! My e-ticket was a fraud. First part of the ticket worked and then I was stranded in Singapore because the second part of my journey did not exist! I had to book a new flight on the day to a different location in the UK which was very expensive. In all my years of air travel, I have never experienced anything like this. I called customer service from the airport and they were arrogant, rude and not interested in what had happened. They kept claiming they had sent me new tickets but that I had not responded to emails or text messages (completely untrue - I have kept all communications from this company. I have alerted my bank to the scam and they are chasing up a refund via my credit card - AVOID AT ALL COSTS!