Kiwi.comReviews 2,193

I am not sure why kiwi.com is still allowed to sell plane tickets and to act as third party agency. This agency is based in Czech Republic and cannot be taken respondible or sued anywhere in North America, for example. That is why it has to be banned from the flight companies and from Internet to opeate and continue its scam business.
I notified the flight companies about kiwi.com stealing and awful service. It is a shame that we enable such comanies to lure innocent people and steal their money.

This travel agency is a complete scam! Do yourself a favor and do not book with this company. I had a round trip flight booked with them, and luckily I had a friend who was scheduled for the same flights. My friend had received notification via phone, and email that the airline has cancelled and moved the flight to a different time with a long layover instead of a direct flight. When booking with WWW.KIWI.COM, I was never notified of the flight cancellation and change of flight schedule. To make things worse they put you on hold for a min. Of 30 min to hours even though the queue will mention hold time is 10 min. Once getting through they find excuses to not refund you. They just want your money and do not provide any added value. Its a scam!
Its better to get your bank involved and dispute if youve made the mistake of booking with these people. They honestly do not care about there customers. Believe me, it has been a nightmare and please save yourself your own hard earned Money and Time dealing with WWW.KIWI.COM.

This was the worst trip I have ever booked. I wish I would have read reviews before booking with this site. They did not update my original itinerary so I missed my flight. I had to pay for the hotel that I booked for the night and the rebooked flight was ridiculous. I had 4 stops vs my original booking which would have been 2. Getting a hold of a customer service representative will take you at least an hour along with the other 2-3 hours you will be on the phone with them. If you can help it do not book with kiwi.

TERRIBLE Experience! In the full sense of that statement.

Here is a brief account: Booked through Kiwi.com (price was better'ish compared to expedia, etc).

Made a small mistake in the birth date (instead of 10/05 put down 10/10), double checked before confirming but missed it until I got the email.

Called them back, automated message said 20 min wait, but ultimately ended up being a 50 min wait.

In the mean time went to the website and placed the correction request (including the required ID photo attached)

Representative finally responded and informed me that all looks to be in order and a request will be made with response/confirmation in 48 HOURS, however this will cost me 10 EUROS in addition to whatever fee the airlines may charge for the change. After going back and forth about how ridiculous it would be to have to pay a 10 Euro fee to change 2 digits on the birthday, I requested to speak w/ a supervisor.

A supervisor called me from GREAT BRITAIN w/ a LOCAL BRITISH NUMBER but w/ a thick Filipino accent, and after patronizing me about business practices and arguing with me about the 10 Euros, hung up.

I called my cell phone company to see how much of the wasted 18 min I spent on the phone with him will cost me and was informed that it will be $1.99 per minute. So ended up adding an international plan for $5 to correct that.

Bottom Line: yes I could have been more careful with the info I put down, yes I could've just eaten the 10 Euro fees and spare myself the headache, however compared to pretty much all the other 3rd party companies (Expedia, HotWire, Travelocity, Kayak, etc.) that give you absolutely no hassle for small details like this or even if you need to change/cancel the flight within the first 24 hours, dealing with these guys, from their service, to their inflexibility and rudeness was beyond reasonable.

A friend of mine had a similar experience about a month ago, but didn't know that it was with Kiwi as well till today when I told her.

My advice, stay away from these guys. The slightly lower prices are not worth the hassle or the LACK of peace of mind.

Booked one of our honeymoon flights through Kiwi.com. After neglecting to get any check-in updates 24hours before our flight was set to depart, I called Kiwi.com contact number and after a 2hr call it became clear that our airline carrier had changed departure times (+7hrs) over 3 WEEKS ago and while Kiwi had the change on their end, they had failed to let us know. Logging onto our Kiwi.com account our flight still posted the incorrect flight departure time. Due to this we were going to miss our connecting flight, and inevitably arrive 1 day later than expected (eating hotel and event costs as well)
Their only offer included 24+hours of travel, and multiple connections and still only got us to our connecting airport, not the final destination.
Even though they recognized the fact that they did not update, us, the costumer of the significant departure time change, they only offered for us to file for a refund.
We purposely bought our flight nearly 7 months in advance due to price.
Instead we ended up buying 2 x international tickets the day of.

They also failed to return our calls, and we are still waiting on the refund we filed for.

DO NOT USE!

First I have to tell you this is NOT an exaggeration!
Support on chat, phone and email (is what the website says)... LMAO
https://www.kiwi.com/en/pages/content/about

The above is what they have on their website. I could NOT find a phone number or chat anywhere on there website. If it's there it's hidden. I searched the internet to get a phone number. I needed to change a flight "TIME" as roads were closed. It will only let you change the day (not the time) online.

I found the phone and called. Option 3 is booking question. Then it says if you want to change your booking... do it online ( I can't, my option is not available) and then they hang up. Very nice costomer service! Option 2 (trouble with payment, figured this one would get me at least a person) Sat on line for 10 to 15 minutes and every few seconds a man says "we have a selection of frequently asked questions to assist you with querrys you may have these can be found on the right hand side of the website" It played over and over and over like every 30 seconds. Almost drove me crazy. In the beginning a women said my estimated wait time was about 10 minutes. After 10 minutes the women said "your estimated wait time is about 10 minutes" Really? After another 10 minutes she comes back on again "your estimated wait time is about 10 minutes" Wow! After another 10 minutes comes on say I have about 5 minutes wait. And in 5 minutes comes back on and says I have about 5 minutes, came back on in 5 minutes and said I had an estimated wait time of 5 minutes again. She comes on again in 5 minutes and says I have another 5 minutes. For the sake of length... she did this 2 more times. Finally they answered but of course couldn't help me. Had to to keep the ticket.

I have nothing but problems with Kiwi.com.

Before purchasing the flight, I called Kiwi about the specific flight (the same flight I purchased later) and was told that even though the flight is for Cabin Baggage only, I could call in to request to add/purchase Check-In Baggage. This is the reason why I purchased the specific flight. Now, their telling me I cannot purchase a Check-In luggage.

Second. I was not told or did not see during the purchase that mentioned that Kiwi will book every flight leg separately. Which also means that if we purchased Check-In Luggage, we will need to collect our baggage, go through customs and security, and check in again between flights.

Third. I have tried contacting them via Phone & Email with same inquiries/ problems but no resolution. I have spoken with Travel Consultants Melissa, Ferry, Bernadette, Silindile, Mazwi, and Nayanika but still no resolution. All I get are inaccurate information (Ex. Different Check-In baggage rates for the same flight leg. One also says I can purchase check-in luggage for a fee and one says its for cabin baggage only, no check-in baggage allowed.)

I have been deceived and mislead by this company. I will be sending these complaints to BBB. Also will see a lawyer about this issue. I will definitely no longer use Kiwi. This will be my first and last.

I booked two tickets for my mother and paid through the Kiwi website. At the time of booking, I paid an additional $30 to Kiwi for a 24 guarantee of cancellation with refund because I had never heard of the Kiwi site. But, I thought that if it was listed by Kayak, then it must be legitimate and reputable.

After I bought the tickets, Kiwi never sent me ANY booking information about the flights I purchased and I checked the airline website and there are no reservations for the flights I purchased, and I was told by Kiwi I would not be able to confirm the reservations with the airline at ANY TIME prior to arriving at the airport to take the flight. This is abnormal.

I called Kiwi twice and tried to invoke the 24 hour cancellation guarantee (that I PAID for), which they then told me that they would not refund my full payment and that any such refund would take 30 days after their "assessment" of the possibility of refund and that in any case, they would only give me an unspecified portion of my payment back.

My mother called again today and was told by Kiwi that the refund would be $31 dollars (out of $807.00!). This is fraud. They never even booked the tickets, they kept the money, and they didn't honor the 24 refund policy (which ALL legacy airlines do!). STAY AWAY!

Booked a connecting flight through Florida from Colombia to London. The first flight time changed which we had to notify them of because they didn't even have the courtesy to let us know, but they said that we still had enough time to go through US customs and catch the connecting flight and there was the kiwi guarantee if we missed it. Long story short we didn't make it through customs in time to catch our connecting flight. They then claimed that we did have enough time (two hours seems a lot unless you've ever been in the US customs queue and they have a systems failure) and refused to follow through on their guarantee. Hours spent on the phone to them resulted in nothing. The poor customer service agent sympathised and said he wished he could do something and spent an hour trying to persuade his superior to put us on another flight but to no avail. At this point the airport was closed and we had to spend the night on the airport floor with no food because everything was closed.
The next day we had to find another flight which involved going to a different airport in Florida and spending another day waiting on the airport floor.
I eventually got home three days later than intended and found that I had arrived too late to say goodbye to a family member who had died the day before. I will never forgive kiwi for taking that away from me. I used to use them quite a lot but I will never use them again and have told everyone I know not to use them. All they care about is money and they will say anything, even if it is lies, to get your money.
I applied for a refund of the taxes on my missed flight and they said it would take up to a month. Three months later I was still chasing them up about it despite filling out all the correct paperwork and submitting it immediately. I eventually got the tax refund but no apology. It took two weeks to clear in my account despite them taking the money from me immediately.
I made a formal complaint about the whole situation which got brushed aside as "it wasn't our fault", tried to take it further and was prevented by a rude complaint service person. Never use this company. Pay extra for a decent service as you'll end up paying more with kiwi anyway.

My friend and I decided to go on a three week vacation from Canada to Europe. My son told me he booked his vacation with Kiwi.com and was very happy with the arrangements. So I started booking. The Kiwi website is very easy to use, it is clear and gives you the best results. I was able to book our trip to Europe in one afternoon. We visited five countries, stayed with Airbnbs and had an amazing worry free vacation. Everything we planned and scheduled worked amazingly and resulted in a knock out vacation.
I would like to thank everybody at Kiwi.com who made our travel experience pleasant, affordable and carefree. While we were on vacation we were already thinking about our next trip with Kiwi.com. Can't wait to book with Kiwi. Com again soon.
Sincerely, Giuliana Giacomini